DriveTime

Better Busi*** Bureau:
I have reviewed the response made by the busi*** in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company never offered to re-contract; *** stated that the SkyLink could be canceled, but at no refund; the other two optional items were canceled by me when DriveTime refused to allow me to return the vehicle within the warranty time frame of busi*** days without penalty There is also no mention of the difficulties at the DriveTime location in Raleigh, the compromising of my account information which resulted in fraudulent charges on the account, requiring a police investigation and cancellation of my previous card The AutoPay feature that they required me to setup prior to leaving the dealership was never set up either, per ***'s admission I set up the AutoPay so that I would not incur any additional charges *** is attempting to present as if DriveTime did nothing wrong; I am still officially requesting a full investigation into the busi*** practices of *** *** and *** *** ***, as well as *** at Corporate, for not honoring the contract that was provided to me, as they specified that they know that is what it says, but that I must do otherwise in order to get approved Also, the last time I talked to *** he informed me that I must contact Aeverex myself to cancel the product; when I did, they specified that they did cancel and forwarded the paperwork to DriveTime on their May invoice, of which I never received updated paperwork So the customer service was lacking and unprofessional; my account was compromised and they never forwarded the information to corporate that they stated must be obtained in order to get approved; I was hassled by customer service at and before the payment due dates, even though the errors were not of my own doing; and I was treated unfairly and talked over by *** when voicing my concerns initially; somehow he thinks that a $gift card is supposed to make up for the wrongs that have been committed against me I have done everything that was expected of me, and more, as I had to process paperwork that the dealership was to complete, per their specifications for obtaining the vehicle; upon attempting to return the vehicle, I was informed that I would pay a penalty; and then when deciding to retain the vehicle, the paperwork was not processed as it should have been; even the plastic in my vehicle that states "dealer must remove" is still present; ***'s response to that was, that it was my duty to take it off, even though it states the dealer must do so I have never been treated in such a manner, and have visited many dealerships both large and small, and have never incurred such treatment, never had my account information compromised, and never needed to file any complaints with the Revdex.com until now
Regards,
*** ***

Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address authorized third party’s concerns
DriveTime is currently working with our customer to come to an amicable resolution
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

Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns.On September 16, 2014, our customer called Aeverex, the warranty provider, to address the mechanical concernsAeverex gave our customer two different shops she could bring her vehicle to that would be free of any diagnostics or co-pay charges within the day/1,mile warranty.On September 19, 2014, we provided reasonable efforts to assist our customer when we offered to pay for a rental vehicleThe rental company requires the customer provide a credit card to be placed on fileIn addition, we offered to bill the DriveTime dealership for the tow needed to get vehicle to a repair facility.The vehicle was not taken into a repair facility until November 17, when the repair facility called in a claim to Aeverex.Our offer still stands to cover the rotors, alignment, and the tires totaling $Our customer would be responsible for the MacPherson struts and the stabilizer link equaling $In addition, our customer’s account would need to be brought current for it is currently past due $This offer will expire on December 12, 2014, the day before our customer’s next payment is due.At this time, we are unable to provide our customer with a full refund or replacement as requested.We have attempted to contact our customer on multiple occasions and have been unsuccessfulWe encourage our customer to contact us at ***-***-*** if she would like to accept this offer or further discuss her concerns.DriveTime thanks Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ***-***- ***.Sincerely,DriveTimeCustomer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn November 14, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Dodge ChargerAt the time of sale, our customer agreed to
make bi-weekly payments of $and final payment of $230.27, beginning December 12, Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. On December 16, 2014, our customer inquired if the first Auto Payment of $posted to his accountWe informed our customer a rejection notice was received and he should contact his bank to honor the Auto PayLater that day, our customer made a payment online for $On December 28, 2014, our customer contacted us inquiring if the second payment due on December 26, had posted to the accountWe advised our customer the Auto Pay on his account was cancelled due to the rejection noticeOur customer made the past due payment of $over the phone and re-enrolled in Auto PayOn January 9, 2015, our customer stated we were attempting to take out $when his payments are $We informed our customer it was an error on our end while setting up his auto-payWe requested our customer send in a bank statement showing his overdraft feesWe offered to refund his overdraft fees through his bank and waive Drivetime’s NSF fee of $Our customer stated his bank has rejected the Auto Pay for As agreed, we reset our customer’s Auto Pay for the correct amount $Our customer made a payment over the phone for his past due amount and we waived the fee of $4.50. On January 12, 2015, we inform our customer the Auto Pay could not be set up due to an invalid transaction codeOur customer setup Auto Pay using a different bank account numberOn January 23, 2015, our customer stated we were taking the Auto Pay from the wrong bank accountWe advised the Auto Pay was setup with the bank account information he provided to us on January 12, The January 23, automated payment of $returned due to insufficient fundsOn January 27, 2015, our customer made the January payment over the phoneOn February 2, 2015, our customer contact us to setup Auto Pay with a different accountOur customer’s Auto Pay is setup to draft on February We informed our customer he would need to make the February payment manuallyOur customer also noted his concerns about the vehicle’s driver side door and key issueWe went over the following information with our customer regarding these concernsAll DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centersParts that fail inspection are replacedHowever, if a part is functioning at the time of inspection, there is no need to replace itPage 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." Additionally, on page one of the "Customer Delivery Checklist" under Maintenance Items, states: "…These maintenance items are subject to replacement only upon failure of the component..." At the time of sale, our customer signed and dated the "Customer Delivery Checklist." Attached you will the Customer Delivery Checklist for your reviewAt the time of sale, our customer was provided an *** AutoCheck Vehicle History ReportThe *** AutoCheck Vehicle History Report may indicate a prior accident record, a rental or government vehicle, registered in a storm area, and/or a theft recordIf any of the items were applicable, these items would be noted in the Vehicle Information section on the *** AutoCheck History reportOur customer signed and acknowledged the vehicle had been in zero reported accidents prior to purchaseOn February 2, 2015, we contacted our customer and offered the following resolution: Customer agrees to: ? Be responsible for cosmetic concerns regarding the driver’s side door In exchange, DriveTime agrees to: ? Pay for our customer’s diagnostic cost and repair to fix the lock on the driver’s side door As a goodwill gesture, DriveTime has also applied a $credit 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, DriveTime Customer Relations ?

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

On July 1, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when he purchased a BMW X SeriesThe Contract was subsequently assigned to Bridgecrest Acceptance Corporation (Bridgecrest)Our customer opted to purchase an additional 5-year /
50,000-mile Vehicle Service Contract, administered by AeverexAttached is a copy of the Contract and Vehicle Service Contract (VSC) for your reference. Bridgecrest offers a variety of loan modifications, to our customers, from due date changes to payment defermentsPrior to submitting for any payment deferments, Bridgecrest strives to ensure our customer will be successful in maintaining payments after the deferment periodThis means our customers need to be out of their hardship before we can review for defermentsAs loan modifications are subject for review, deferments cannot be guaranteed.Alternatively, if a customer is unable to make a payment on the date it is due, or is ineligible for payment deferments, Bridgecrest offers the ability to set payment arrangementsPayment arrangements allow for our customers’ periodic payments to be made on an alternative date from their set schedulePayments will continue to come due as contractually scheduled. In October of 2016, our customer contacted Bridgecrest inquiring about payment assistance due to a financial hardshipAs he was not eligible for payment deferments while in a hardship, our customer was encouraged to set payment arrangements with Bridgecrest. In April of 2017, Bridgecrest contacted our customer to discuss the status of his accountAt that time, our customer was days past due for $1,523.88, excluding any feesHe advised Bridgecrest he has new employment and would be able to maintain the scheduled paymentsBridgecrest granted him a seven (7) bi-weekly payment deferment, with the next due date of April 21, ...(continued on attached)

Re: Complaint # *** Dear MsHill,Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On April 27, 2015, our customer entered into a Simple Interest Retail Installment Contract when she purchased a Ford Escape from
DriveTimeThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest)The Contract is attached for your reference.DriveTime works with several levels of consumers, including those with less-than-perfect credit, in an attempt to provide purchasing/financing options to all those who apply for a vehicleA number of factors are incorporated when determining the stipulations for financing or purchasing a vehicle with DriveTime, such as income level, proof of residence, and credit scoreWe encourage all of our customers to thoroughly review all contract paperwork before signing the ContractWe even provide a 5-Day Vehicle Return Program as explained on page one of the Retail Purchase Agreement, which is attached for your reference:“You will give me the ability to return the Vehicle to DriveTime and rescind this Retail Purchase Agreement so long as I return the Vehicle: 1) To the DriveTime dealership where I purchased it within five calendar days (excluding the date of purchase, Sundays, and days DriveTime is closed for holidays), no later than the close of business on the fifth calendar day…”DriveTime does offer a Champ Program for customers who wish to trade in their current vehicle and purchase/finance another vehicle with usThe active loan with Bridgecrest must have the principal balance paid down to $4,to be able to review for eligibility in our Champ ProgramWe apologize for any misinformation or confusion this may have caused.As a courtesy at the time of sale, we provide all of our customers with an Experian AutoCheck Vehicle History Report (Report), Experian is a third party company which uses credible sources to create a report of a vehicle’s historyThe Report may provide information on any prior accident records, being a rental or government vehicle, registered in a storm area, and/or any theft recordsThe Report provided to our customer at the time of sale reflects an accident reported in August of by the police departmentThere is no documentation provided stating the airbag had deployed during this accidentDriveTime has recently obtained a subsequent Report for our customer’s vehicle and the accident information reported has not changedThere is no additional reporting of any airbag deploymentBoth of the Reports are attached for your reference.On April 27, 2017, our customer sent us written correspondence inquiring refinancing optionsThat same day, DriveTime made an unsuccessful attempted to reach our customer to advise Bridgecrest does not have any refinancing programs.On May 30, 2017, DriveTime spoke with our customer concerning the airbag deploymentWe informed her there is no evidence of the airbag being deployed; no reports of such on the Experian AutoCheck Vehicle History Reports or claims filed by any repair facilitiesShe further inquired about restructuring her loanWe informed her we are unable to change the terms of the Contract to reduce the APR or remaining principal balance.On June 1, 2017, DriveTime contacted our customer to further discuss her concernsShe informed us the airbag light would turn on and off on different occasionsWe inquired if she had the airbag light diagnosed at the original equipment manufacturer (OEM), as they would have the ability to address airbag concernsOur customer advised she had not, so we strongly encouraged her to have the airbag light diagnosed and have a claim filed with Aeverex, our customer’s Vehicle Service Contract administratorAdditionally, we apologized for any miscommunication in reference to DriveTime’s Champ ProgramThe call was ended on amicable terms.At this time, DriveTime is unable to accommodate our customer’s request to restructure the loan in any fashionFor each written correspondence our customer has submitted to us, we have made attempts to follow up with her in timely mannerAdditionally, DriveTime has verified our customer’s account is accurately reporting to all three major credit bureausWe have sent a credit reporting letter to our customer’s address on file and attached a copy of the letter and a copy of our customer’s transaction history for your referenceAs previously advised to our customer, we are willing to work with her to review any recommendations provided by the OEM in reference to the air bag concernsOnce a diagnostic has been completed, we can then further review for any possible options of assistance we can provide.We apologize for any inconvenience or confusion this matter may have causedAs a goodwill gesture, DriveTime has applied a $credit towards our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support in allowing us the opportunity to address our customer’s concernsShould you have any questions or concerns, please contact our Customer Relations department at (800) 965-8043.Thank you,

Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customers concerns
DriveTime is currently working with our customer to come to an amicable resolution
DriveTime thanks the RevDex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ***-***-***
Sincerely,
*** **
DriveTime

December 28, 2015 Revdex.com Re: Complaint # *** Dear MsHill, All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centersParts that fail inspection are replacedHowever, if a part is functioning at the time of
inspection, there is no need to replace it. On October 31, 2015, at days past due of the first payment, DriveTime exercised our contractual right to place the vehicle out for recovery On November 3, 2015, our customer made a payment of $to cover the delinquency balanceThis payment processed to her account on November 6, 2015, which would qualify our customer’s account as current and to cancel the recovery assignment On November 8, 2015, our customer’s vehicle was recoveredThe next day our customer contacted DriveTime in regard to the recoveryAt that time, DriveTime agreed to waive any fees associated with the recovery with the ability for the customer to redeem the vehicle at no cost On November 10, 2015, a third party vendor transported the vehicle to a DriveTime sales lot for our customer to retrieve the vehicleThe next day, our customer contacted DriveTime in regard to mechanical concerns with her vehicleWe advised her that we would waive a diagnostic fee to have the vehicle diagnosed and also sent our customer a $American Express as a good will gesture On December 21, 2015, our customer contacted DriveTime in regard to the mechanical concerns with her vehicleWe advised our customer all claims called in have been addressedWe encouraged our customer to have a diagnostic performed by an in-network repair facility and updated to Aeverex if she has any additional concernsWe advised our customer once an updated estimate was received, DriveTime would review for further assistance As an additional good-will gesture, DriveTime applied a $credit to our customer’s principal balance Sincerely, DriveTime Customer Relations

Our customer’s purchase included an optional 5-year / 50,000-mile Vehicle Service Contract (VSC), administered by AeverexAdditionally, the vehicle came with a 30-day / 1,500-mile DriveCare Limited Warranty, also administered by AeverexAttached you will find the Contract, Vehicle Service
Contract, and the DriveCare Limited Warranty.Any conversations had between repair facilities or customers, once they have verified the account, are documented with the time, date, and what the conversation consisted ofThe estimates DriveTime has reviewed for our customer came from the exchanges Aeverex had with any repair facilities who initiated a claimIf repair facilities do not contact Aeverex to provide any claim information, Aeverex and DriveTime will not be aware of current issues.On July 30, 2016, our customer contacted Aeverex to express concerns with the batteryAeverex encouraged him to have a diagnosis completed and have a claim filed by an in-network repair facility (INRF)Later that day, an INRF initiated a claim with Aeverex for a battery replacement to which Aeverex approved under the DriveCare Limited Warranty.On October 20, 2016, our customer contacted Aeverex to express concerns with the alignmentAeverex informed him alignments are non-covered under the terms of the VSC.On December 2, 2016, our customer contacted Aeverex to express concerns with rust under the vehicleAeverex advised him rust repairs are non-covered under the VSCThat same day, our customer contacted DriveTime to advise the vehicle has been deemed unrepairable by a repair facilityWe encouraged him to have the repair facility file a claim with Aeverex, so we may review for possible assistance with any repairs.On December 5, 2016, an in-network repair facility (INRF) initiated a claim with Aeverex for the stabilizer bushings, alignment, and exhaust pipe replacement due to rustAeverex informed them these repairs are non-covered under the VSC(continued on attached)

Re: Complaint # *** Dear Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns. On October 2013, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a
Chevrolet ImpalaThe Closed End Motor Vehicle Lease Contract has been attached for your review. On June 11, 2015, at six days past due, DriveTime enabled the buzzer on our customer’s vehicle to make her aware of her past due payment. On June 16, 2015, at days past due, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recoveredPlease refer to section in the Closed End Motor Vehicle Lease Contract labeled “Default, Repossession and Other Remedies”: “The following are events of default: (a) You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it….If you are in default, after waiting any time the law requires, we may do any of the following: (a) End this lease and demand that you pay the amount due… (e) Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so….”On June 17, 2015, the vehicle was recoveredOur customer contacted DriveTime, and we advised her of the fees she would need to pay to redeem the vehicle in addition to her past due payment amountWe informed our customer that she had hours to redeem the vehicle and gave her the phone number DriveTime had on file for the recovery agent that was holding the vehicle. On June 18, 2015, our customer contacted DriveTime and paid the $required to redeem the vehicleOur customer expressed concerns that she had not been able to reach the recovery agent, and after some research, we provided her with an alternate phone number for themBy this time, the recovery agent had closed for the day, and our customer was required to wait until the next day to pick up the vehicle. On June 19, 2015, our customer contacted DriveTime with concerns that she had still not been able to reach the recovery agent, and no one there had been returning her callsWe placed a call out to the recovery agent and once we had a representative on the phone, we transferred our customer so she could arrange to pick up the vehicleLater that day, our customer contacted DriveTime again and advised she wished to be compensated for the inconvenience and confusion the situation had caused her. On June 26, 2015, we contacted our customer and addressed her concernsAt this time, we are unable to accommodate our customer’s request to be reimbursed for her $redemption fees, as the recovery of the vehicle was rightfulHowever, we advised our customer we would offer her a two day per diem credit of $for the two days that she did not have the vehicle after she paid to redeem it on June Our customer was satisfied with this resolution, and we ended our correspondence on amicable terms. 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

May 28, *** *** Revdex.com Ph*** *** Fax *** *** Re: Complaint # *** Dear Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn February 3, 2015, our customer
entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a Chevrolet SilveradoAll lease vehicles come with a Life of Lease Limited Warranty, administered by AeverexIncluded you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your referenceAt the time of lease, our customer reviewed and signed the Closed End Motor Vehicle Lease ContractOn Page 3, under subsection 11, titled Default, Repossession, and Other Remedies, it states: "The following are events of default: (a) you fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask for it… (c) You do not maintain required insurance." In addition, subsection states: "If you are in default, after waiting any time the law requires, we may… take (repossess) the Vehicle wherever we find it and enter any property where the vehicle may be to do so." On April 2, 2015, we sent an email to our customer to advise him we required proof of his active insuranceWe activated the buzzer on his vehicle to inform him that his account was in defaultIncluded you will find the email for your referenceOn April 6, 2015, our customer called DriveTime Lease Customer ServiceWe advised our customer that his account was past due and he was pending repossession due to lack of active insuranceOur customer advised us that he was recently out of work and had just returned back to workHe informed us he would not be able to obtain insurance until Friday April 10, We advised our customer of his option to return his vehicle to avoid repossessionOn April 7, 2015, our customer called DriveTime’s Lease Customer Service and informed us he would be able to make a payment of $on April 10, We set a promise to pay for April 10, and advised our customer that we required an insurance declaration page in order to avoid repossessionOn April 8, 2015, we received an insurance application via facsimileOn April 10, 2015, our customer contacted DriveTime’s Lease Customer Service and advised us that he had sent the insurance paperwork and had submitted a payment of $Our customer stated he was unable to pay the additional $in order to keep his promised paymentWe informed our customer that we received an insurance application, not the required declaration page, and that his account was still pending repossessionOn April 24, 2015, we recovered our customer’s vehicle due to defaultOur customer then called DriveTime’s Lease Customer Service regarding his repossessionWe advised our customer that the vehicle was recovered due to no proof of insurance and non-paymentWe informed our customer that we required proof of insurance and payment of $before he could redeem the vehicleThe $accounted for a past due balance of $and a recovery fee of $On April 24, 2015, after speaking with our customer, we received the declaration page for our customer’s active liability insuranceOur customer then submitted a payment of $in order to redeem his vehicleDriveTime’s Lease Customer Service Department explained to our customer the policies for insurance and payments moving forwardOn May 1, 2015, our customer called DriveTime’s Lease Customer ServiceHe advised us he would not be able to make his payment due to the previously paid redemption feesOur customer promised to pay $on May 5, On May 5, 2015, our customer submitted a payment of $On May 15, 2015, our customer called DriveTime’s Lease Customer ServiceWe advised our customer his account was out for repossession and that he was past due by $Our customer paid $236, his past due amount was now $On May 21, 2015, DriveTime’s Customer Relations department researched a possible error in our customer’s payment ledgerThere was an issue with the application of our customer’s payment made on May 5, which caused his account to reflect an inaccurate past due side note of $On May 22, 2015, the inaccurate past due amount was removedOur customer’s account now reflects an accurate past due balance of $At this time we are unable to accommodate our customer’s request for a refundOur customer’s vehicle was rightfully recovered on April 24, due to default and the error in account standing has been resolvedWe have made several unsuccessful attempts to contact our customer to discuss his concernsOn May 27, 2015, we sent a letter via certified mail to our customer’s address on fileThe purpose of this letter is to inform our customer of our attempts to reach out to himWe encourage our customer to contact our Customer Relations department at 800- 965-8043, to discuss his concernsIf our customer is experiencing mechanical issues, as mentioned in his correspondence, we encourage him to take the vehicle to a repair facility to be diagnosedOnce a claim is filed with Aeverex, we can determine if the repairs are covered by the Life of Lease Limited Waranty and review non-covered components for possible assistanceWe apologize for any confusion or inconvenience this may have causedAs a goodwill gesture, DriveTime has applied a $credit to our customer’s accountDriveTime 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

November 18, 2015RevDex.comPh
(602) 212-2232Fax
(602) 263-0997 Re:
Complaint #***To Whom It
May Concern: Thank you for bringing
this matter to our attentionWe appreciate the opportunity to address our
customer’s concerns.On February 13, 2015,
our customer entered
into a Simple Interest Retail Installment Contract with
DriveTime when she purchased a GMC AcadiaOur customer also opted to
purchase a year/50,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 centersParts that fail inspection are replacedHowever,
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.” Additionally, on page one of the “Customer Delivery Checklist” under
Maintenance Items, states: “…These maintenance items are subject to replacement only upon
failure of the component...” At the time of sale, our customer signed and dated the “Customer
Delivery Checklist.” Attached you will the Customer Delivery Checklist for
your review.On March 3, 2015, our customer contacted Aeverex and stated that the
vehicle stalls when going uphill and jerks when going over miles per hour
Aeverex advised our customer to take the vehicle into an in-network repair
facility for diagnosticOn March 9, 2015, our in-network repair facility filed a claim with
Aeverex for the PCV valve, gaskets, oil change, throttle body cleaner, water
pump, and coolant repairsAeverex advised our in-network repair facility that
the repairs were covered under the terms of the vehicle service contractOn June 6, 2015, our in-network repair facility filed a claim with
Aeverex for the coil pack, spark plug, and intake boot repairsAeverex advised
our in-network repair facility the repairs were non-covered components under
the terms of the Vehicle Service Contract.On July 18, 2015, our customer contacted DriveTime and stated that she
paid out of pocket for repairs that were non-covered components under the terms
of the Vehicle Service ContractDriveTime advised our customer that we would
offer payment deferments if she was able to provide us with paid receipts for
the completed repairsOur customer understoodOn July 25, 2015, our customer contacted DriveTime and stated concerns
with the vehicle’s brakesOur customer was advised to contact Aeverex for an
in-network repair facility that was able to address her concerns and complete
diagnostic on the vehicleOur customer was advised that if the repairs needed
were non-covered components under the terms of the Vehicle Service Contract,
DriveTime would review the non-covered components for possible assistanceOur
customer understoodOn July 28, 2015, our customer contacted Aeverex and stated concerns
with the vehicle’s brakes, tie rods, tires, and spark plugsAeverex advised
our customer that those are non-covered components under the terms of Vehicle
Service ContractOn that same day, our customer contacted DriveTime and requested
assistance with non-covered components under the terms of the Vehicle Service Contract
that were called in by our in-network repair facilityOur customer was advised
that DriveTime would research the situation to obtain a resolutionDriveTime
made several unsuccessful attempts to contact our customer to address her
concerns and reach an amicable resolution.On September 8, 2015, our customer contacted Aeverex and stated
concerns with the vehicle’s window, A/C, and check engine lightAeverex
advised our customer that the window concern was a non-covered component under
the terms of the Vehicle Service ContractAeverex advised our customer to take
the vehicle into an in-network repair facility for diagnostic.On that same day, our customer contacted DriveTime and stated that she
wanted to go into arbitration with DriveTimeDriveTime requested to allow us
the opportunity to address her concernsOur customer was advised to take the
vehicle into an in-network repair facility for diagnosticOur customer
understood and stated she would take the vehicle into our in-network repair
facility for diagnosticCurrently, no claims have been filed in regards to
this matter On October 14, 2015, our customer contacted DriveTime and stated that she
paid out-of-pocket for repairs that were non-covered components under the terms
of the Vehicle Service ContractDriveTime advised our customer to submit paid
receipts for the repairs completedOur customer understood.On October 15, 2015, our customer contacted DriveTime regarding the out-of-pocket
repairsOur customer was advised that DriveTime had not received paid receipts
for the completed repairsDriveTime advised our customer to re-submit paid
receipts for the completed repairs once received, we would submit for five
payment deferments due to her out-of-pocket expensesOur customer understood
and the call was ended on amicable terms.On October 19, 2015, DriveTime contacted our customer and advised her
to complete and sign the payment deferment modification request documents and return
them to DriveTime to complete the payment deferment requestOur customer was
advised to contact DriveTime once the documents were returned to verify that we
have received themOur customer understoodOn October 20, 2015, the payment modification documents were received
and submitted for processingOn October 21, 2015, the payment modification request was completed and
DriveTime deferred five payments for our customerOn November 10, 2015, our customer contacted DriveTime and stated that
she had paid too much money out-of-pocket for vehicle repairs that were not
covered under the Vehicle Service Contract, we advised her she is still
responsible for making her regularly scheduled payments to DriveTimeOur
customer stated that she would like to voluntary surrender the vehicle back to
DriveTimeDriveTime advised our customer of the negative implications of voluntarily
surrendering the vehicle back to DriveTimeOur customer understoodDriveTime has made several attempts to contact our customer in order to
address her concerns and reach an amicable resolutionOn November 16, 2015, we
sent a letter via overnight priority shipping to our customer’s address on
fileThe purpose of this letter is to inform our customer of our attempts to
reach out to her.On November 17, 2015, our customer contacted DriveTime to discuss her
concernsDriveTime advised our customer that we would like to review any
non-covered components under the Vehicle Service Contract for possible
assistanceDriveTime advised our customer to take the vehicle into our
in-network repair facility for diagnosticOur customer was not satisfied with
that response, but understoodTo date, no claims have been filed with Aeverex
in regards to this matterCurrently, DriveTime would like to offer our customer the following
resolution: DriveTime agrees to:Waive deficiency balance of $18,331.68Delete trade line from all three (3) major Credit Bureau reporting agenciesIn exchange, our customer agrees to:Release possession of vehicle to DriveTimeOur customer will be required to sign a Full Settlement and Release of
Claims if she chooses to take advantage of this offerThis settlement offer is
good until November 27, At this time,
DriveTime is unable to accommodate our customer’s request to refund her down
payment as an exception is being made to release our customer from her Simple
Interest Retail Installment Contract We apologize for
any confusion or inconvenience this matter may have causedWe encourage
our customer to contact our Customer Relations department at ***, to
discuss all possible resolutions that we have offeredDriveTime
thanks the Revdex.com for their ongoing supportShould you have
any questions or concerns, please contact us by calling us at ***Sincerely, Diana C.DriveTime Customer Relations

August 31,2015 Revdex.comPh(602) 212-Fax (602) 263-0997 Re: Complaint # *** To whom it may concern, Thank you for bringing thismatter to our attentionWe appreciate the opportunity to address our customer’sconcerns On
August 12, 2015, our customer enteredinto a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2007*** ***All lease vehicles come with a Life of Lease Limited Warranty,administered by *** Included youwill find the Closed End Motor Vehicle Lease and the Life of Lease LimitedWarranty contract for your reference. AllDriveTime vehicles are thoroughly inspected prior to sale at our DriveTimeinspection centersParts that fail inspection are replacedHowever, if a partis functioning at the time of inspection, it will not be replacedPage one ofthe “Lease Vehicle Inspection Checklist” under Important Reminder, states: “Our focus of the multi-point inspection is primarily the safetyand reliability of your vehicle…Please insure you are comfortable with thecondition of the vehicle prior to purchasing.” OnAugust 13, 2015, an in-network repair facility filed a claim with *** for aturn signal switch and rotors*** approved the repairs and diagnostic feesin full under the terms of the DriveCare Limited Warranty. OnAugust 20, 2015, our customer contacted DriveTime and advised that hervehicle’s lights were still not working properlyDriveTime advised ourcustomer to return to the previous repair facility and have them contact*** with additional repairs needed OnAugust 22, 2015, the previous in network repair facility contacted *** withaddition difficulties with the TIPM moduleThe in-network repair facilityadvised ***, they would need the vehicle overnight to complete the repairs.*** approved all repairs and diagnostic fees in full under the terms of theDriveCare Limited Warranty. OnAugust 25, 2015, our customer contacted DriveTime and expressed her concernswith her needed repairsOur Customer Relations Department reviewed thecustomer’s concern and offered to assist with the cost of a rental vehicle fortwo days while the repairs where being completedOur customer accepted ouroffer and advised she was satisfied with the resolution We apologize for any confusion orinconvenience this may have caused. DriveTime thanks the BetterBusiness Bureau for their ongoing supportShould you have any questions orconcerns, please contact us by calling us at *** Sincerely, DriveTimeCustomer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On April 18, 2008, our customer entered into a Simple Interest Retail Installment contract, when she purchased a Mercury SableIncluded you will find the Simple Interest Retail
Installment contract for your referenceWe have attempted to contact our customer, however, unsuccessfullyOn November 3, 2014, we sent a letter via certified mail to our customer’s address on fileThe purpose of this letter is to inform our customer of our attempts to reach out to herWe encourage our customer to contact DriveTime at ###-###-####, to address her concernsAlthough we have been unable to contact our customer, we have researched her concerns and have listed our findings belowIn July 2008, DriveTime completed a loan modification to our customer’s account, changing her payment frequency from bi-weekly to semi-monthlyThis altered her account from a sequence to a sequence at the end of her account numberWe have reviewed the manner in which DriveTime is reporting to the three major credit bureaus in regards to our customer’s account and found the following: ***: ? Reporting correctlyThe sequence of her account is reporting as being refinanced (frequency change) with a $balance? The sequence is reporting as a repossession with a balance of $9,and a last payment date of July ***: ? The sequence is reporting correctly as "Closed Due to Refinance"However, there is a mark on the history as "K" for repossessionWe have updated the report to show the correct payment history while the account was under the sequence? The sequence is reporting as a repossession with a balance of $9,and a last paid date of July ***: ? This credit bureau is reporting two sets of information under the sequenceThere is the sequence information under the 02-sequence accountThey did not separate this information to report correctly? We have submitted a request to correct the sequence information to show "Refinanced" with a $balance? The 02-sequence information is reporting correctly as a repossession with a balance of $9,and a last payment date of July On July 14, 2009, DriveTime elected to collect its collateral, the account was days past dueOn July 27, 2009, the vehicle was sold at auction for $1,The auction check was posted to our customer’s account, as a payment, the same dayThe payment made on July 27, 2009, is considered the last reported payment dateThe account will report to our customer’s account for seven years from the first date of delinquencyIt is our understanding that the three (3) major credit bureaus calculate the seven-year period as follows: for a delinquent customer or charge off, they start the period from the date of the last delinquency from which the customer does not "recover." This means the last delinquency after which the customer is never current againThey call this the "first date of delinquency." For example, if you become delinquent on March 1, and never become current again, the credit reporting on this account would stop March 1, 2019, even if the loan originated in In this case, our customer’s first date of delinquency where she did not recover was in March The completion of the seven years would be March of At this time, we are unable to accommodate our customer’s request to delete her credit trade lineHowever, we have submitted the proper updates to the credit bureaus reporting incorrect informationAs a goodwill gesture, we have mailed a $*** *** gift card to our customer’s address providedWe apologize for any inconvenience or confusion this may have caused.DriveTime thanks the *** *** *** for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, DriveTime Customer Relations

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.THEY SOLD ME A HORRIBLE CAR!! It leaks , I have a HOLE IN THE FLOOR BOARD AND NUMEROUS OTHER PROBLEMS!! In THE NEXT FEW MONTHS I WILL BE SHOPPING FOR CARS and THIS IS HOW THEY TREAT A CUSTOMER!??!??!???!?!?? REALLY!!! THEY WILL HEAR FROM MY LAWYER IF THEY DO NOT RESOLVE THIS FURTHER!!! THIS CAR IS UNSAFE TO DRIVE!!!Regards,*** ***

First of all first of all no I am not selling for that I don't owe anything I shouldn't have to pay anything at the time like I said I wasn't working so I didn't sign anything I noticed that my I make my dad sign I didn't sign anything so how can you pinpoint that on me I given you the vehicle back I didn't want it because I couldn't afford to pay for it so I contacted DriveTime after my dad deceased and ask them to pick it up which they did as far as them asking me that I want to settle with the other items that they talking about for the for the thousand dollars instead of the $10,I don't have anything from from them stating that but if so I'm still not going to settle for that because I didn't tell them to put my name on a car that I couldn't purchase first of all I wasn't working at the time I went there to purchase that car with my dad number when I call them to pick it up I wasn't working and now I'm still not working I have not worked since how would I be able to pay you the $1,and so without a job if you like to contact me you may call me at ***-*** my name is *** *** thank you have a great day

Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns
On April 11, 2014, our customer contacted Aeverex, the warranty administrator, regarding her transmission fluid needing to be replaced*** informed our customer that fluid flushs are maintenance items and are not covered under the limited warranty
On July 1, 2014, our customer contacted *** requesting the transmission fluid be replaced on the vehicle*** informed our customer that replacing the transmission fluid is a maintenance repair and is not covered under the limited warranty
Later that day, an in-network repair facility contacted *** recommending the replacement of the electronic control module (ECM)The repair facility was unable to perform the repair and referred our customer to the original equipment manufacturer (OEM) to have it replaced
On July 2, 2014, the OEM contacted *** recommending the replacement of the neutral safety switch and timing cover gasketThe repairs were denied as non-covered components per the limited warranty agreement
On July 7, 2014, DriveTime contacted and encouraged our customer to submit paid receipts for out of pocket costs she has incurred due to repairsOnce we receive the receipts, we can review them for possible payment assistance
At this time, DriveTime encourages our customer to contact us to take advantage of our offerWe can be reached at ***-***-***
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

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***

*** *** December 28, *** *** Revdex.com Ph(602) 212-Fax (602) 263-0997 Re: Complaint # *** Dear MsHill, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn November 21,
2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Toyota PriusOur customer also purchased a year/50,mile Vehicle Service Contract, administrated by AeverexAttached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your referenceOn December 7, 2015, our customer contacted DriveTime to express concerns with the cruise control on the vehicleShe advised that the cruise control was a feature advertised for the vehicle, but cannot locate the functionWe advised our customer that this is a standard function for the vehicle and apologized for the inconvenienceOn December 21, 2015, DriveTime contacted our customer to reach an amicable resolutionWe advised our customer we would waive the diagnostic fee to have the vehicle diagnosed at an in-network repair facility for the cruise control concernOur customer agreed to these terms and will stay in touch with our Customer Relations Department with the findings of the diagnosticAt that time, we will be able to determine what additional assistance DriveTime can provide to our customerAs an additional good-will gesture, DriveTime applied a $credit to our customer’s principal balanceWe apologize for any inconvenience or confusion this matter may have causedShould you have any questions or concerns, please contact us by calling us at *** Sincerely, Justin MDriveTime Customer Relations Department