DriveTime

I would like to know how Revdex.com was able to ckose out this case without consulting me firstMy car is back in the shop for the kast two daysDrive Time states the go through their cars thoroughly? Then why did they sell me a car for 20,with brakes that are 90% work and the routers warpedAlso, a vaulve all the was gone with an active check engine lightThis is second time I've been carless and having to depend on others to get to workI need this company to honor their advertising and have this comany go through and fix this car thouroulyThank you.** *** ***

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On January 18, 2016, our customer entered into a Simple Interest Retail Installment Contract when she purchased a Dodge Nitro from DriveTimeThe Contract was subsequently
assigned to Bridgecrest Acceptance CorporationAt the time of sale, our customer opted to purchase a year/50,mile Vehicle Service Contract, administered by AeverexAttached are the Contract and Vehicle Service Contract for your reference.At the time of sale, our customer agreed to make bi-weekly payments of $and final payment of $205.38, beginning February 13, Our customer also agreed to finance a total of $15,with a 25.290% Annual Percentage Rate (APR), as outlined on page of the ContractThe total agreed upon sale price, including the total finance charge if every payment was made on time, was $27,An itemization of the amount financed can be found on page of the Simple Interest Retail Installment Contract.On March 28, 2016, our customer contacted Aeverex with lift gate issuesAeverex advised that the lift gate is a non-covered component under the Vehicle Service Contract (VSC).On April 6, 2016, our customer contacted Aeverex with propeller shaft issuesAeverex encouraged our customer to take the vehicle to a repair facility for diagnosisLater that day, an out-of-network repair facility filed a claim with Aeverex for the front drive shaftThese repairs were approved under the terms of the VSC and our customer was responsible for a$out-of-network co-pay.In the remaining time our customer was in the vehicle, no further claims were filed with Aeverex.On September 25, 2016, our customer’s account fell past dueOn October 12, 2016, Bridgecrest contacted the primary account holder on the loan in an attempt to cure account delinquencyThe primary account holder advised that he would not be able to continue making payments, as the vehicle was having mechanical issuesBridgecrest offered to set payment arrangements on the account while the vehicle was being repaired, but he declined this assistance, stating he no longer wished to have the vehicle repairedNo claims were initiated with Aeverex regarding any mechanical issues at this time. ..see attached

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customers’ concerns
On October 28, 2013, our customers entered into a Simple Interest Retail Installment contract when they purchased a Jeep Grand CherokeeOur customers elected to purchase a
year/36,mile vehicle service contract, administered by ***Included you will find the Simple Interest Retail Installment contract and the vehicle service contract for your reference
We have attempted to contact our customers to discuss their concerns, but have been unsuccessfulOn September 15, 2014, we mailed our customer a no contact letter encouraging our customers to contact DriveTime at ***-***- ***
At this time, we are unable to assist our customers with their request to return the vehicle at no cost and repair the vehicle*** has no record of our customers contacting them about repairsDriveTime has no record indicating repair issues with their vehicle
On August 31, 2014, the account charge off for non-payment, the account was days past due
If our customer wishes to redeem their vehicle, the past due balance and repossession fees of $2,would need to be paid by September 26,
As a goodwill gesture, DriveTime has sent our customers a $*** *** gift card
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

(Please see attached for full response)On August 11, 2017, an INRF initiated a claim with SilverRock for the throttle bodySilverRock did not authorize the repairs, as this component is non-covered under the terms of the Vehicle Service Contract. Later that day, our customer contacted
DriveTime to advise she had replaced the battery and key fob and to discuss the non-covered throttle body repairsWe encouraged our customer to submit receipts for the battery for possible assistance and approved the full cost of the throttle body repair as a goodwill gestureOur customer was satisfied with this resolution. On August 17, 2017, DriveTime reached out to our customer to address her concernsOur customer confirmed the vehicle was repaired and in her possessionWe invited our customer to submit her out-of-pocket receipts for review for possible assistanceOur customer advised she would send them, and the call ended on amicable terms

On February 6, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Nissan PathfinderThe vehicle came with a 30-day/ 1,500-mile DriveCare Limited Warranty, administered by AeverexOur customer opted to purchase an additional
5-year/ 50,000-mile Vehicle Service Contract, also administered by AeverexAttached you will find the Simple Interest Retail Installment Contract, DriveCare Limited Warranty, and Vehicle Service Contract for your referenceOn February 15, 2016, our customer contacted Aeverex to express concerns with the vehicle stallingAeverex encouraged her to have a diagnosis completed at an in-network repair facilityOn April 15, 2016, we spoke with our customer in regards to her mechanical concerns with the vehicleWe advised her to have an in-network repair facility initiate a claim with AeverexWe offered to review options of possible assistance once the claim has been filedThat same day, our customer contacted Aeverex to express concerns with the check engine light, brake noise, vehicle stalling, and the four-wheel drive not working properlyAeverex again encouraged her to have a diagnosis completed at an in-network repair facilityOn April 16, 2016, an in-network repair facility initiated a claim with Aeverex for coil packsAeverex advised that coil packs are non-covered under the Vehicle Service ContractOn July 8, 2016, we informed our customer that there has not been a claim initiated through Aeverex since April of We offered to review options of possible assistance once a diagnosis is completed at an in-network repair facilityAt this time, we are waiting for a diagnosis to be completedOnce the diagnosis is finished, we will work with our customer to reach an amicable solutionWe apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, DriveTime has applied a $credit to our customer’s principal balance

This is the second vehicle I have purchased from Drive Time that was not reliableSince May 27th I have called repeatedly about the Jeep Patriot because it needed a new transmissionEvery time I speak with someone in the corporate office they claim that they are going to reimburse me for all my out of pocket expenses; as rental cars for up to three weeks, tow truck costs, and I faxed all the information, and they still have not given me my money backThey don't honor there word, and I feel like nobody wants to talk to me when I callThey have changed there title numerous times and I feel they are not a legit companyI purchased the vehicle to build my credit and now I owe the previous rental car that came to and they never paid me back for the first rental carI first purchased an Impala in December that broke down in February and they switched out the vehicle to the Jeep Patriot that needed a new transmission along with several other maintance problems that they are not willing to pay forOverall this has been beyond stressful causing me to miss several days at work, costing me extra money in gas to drive it to the shop multiple times with this vehicle and the previous vehicleI feel like this business needs to be shut down for swindling people out of there hard earned money! I still feel like my Jeep is not properly fixed and there is nothing I can do or afford to do at this pointPlease contact me by phone so we can discuss this further *** *** ***I am at the point now where I feel like I need legal reprenstation if you cannot deal with the situation accordinglyThis is a matter for Consumer Law based upon how long its been going onI have been having these issues for two cars and it hasn't even been a year and over two thousand dollars in expenses and a lot of grievancesPlease help me.Sincerely,***

It was stated that the first days if anything is wrong with the vehicle it will be repaired at no cost to me I contacted them days after purchasing and they sent me to a place that did not inspect my tires pry and then I found out that Drivetime is operating as the warranty company SilverRock as wellThey called me and offered to replace tire when it is stated that the front two tires need to be replaced by *** *** this is where they sent me then they tried to say that the place they sent me to was trying to take advantage of me when I had companies all tell me the same thing they are not trying to work with me they are taking advantage of me

Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns
The actions described in our customer's correspondence are clearly not in keeping with DriveTime's set standards of service and supportDriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect
At the time of sale, our customer purchased a vehicle service contractWe encourage our customer to review page of of the "Protection Plan Vehicle Coverage" contractUnder section Covered Parts, it outlines the coverages for both the month /36,mile coverage and the month/50,mile coverage
On September 23, 2014, our customer stated she paid for a new batteryWe requested our customer submit paid receipts for any repairs not covered by the vehicle service contract to be reviewed for possible assistanceTo date no receipts have been received
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

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.The amount of $2,was paid to DriveTime on February 27, This was the amount needed to bring the account the current, however DriveTime has reported on my *** credit report that the account has been charged off when truly the acoount has not been charged off and should be reported in current status.I would like DriveTime to correct the reporting on all three of my credit reports (***, ***, and ***) where applicable to ensure the account with them is reported correctly.Regards,*** ***

November 2, Revdex.com Ph###-###-#### Fax ###-###-#### Re: Complaint # *** To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns On October 7, 2016, DriveTime contacted our customer in an attempt to address his concernsWe advised him that we found no indication that the odometer in the vehicle had been modified in any way, nor was this concern ever brought to our attentionWe encouraged our customer to submit documentation in reference to his concerns with the odometer for DriveTime review Currently, no documentation has been obtainedWe encourage our customer to submit the requested documents via facsimile at ###-###-#### by November 11th, 2016, so DriveTime may review his concerns furtherWithout any updated information, DriveTime is still unable to refund our customer all monies paid into the loan DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations department at ###-###-#### Thank you, Diana CCustomer Relations

February 23, Revdex.com Ph(602) 212-Fax (602) 263-0997 Re: Complaint #*** To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns DriveTime does not compete on price, nor do we hide itWe encourage our customers to research all aspects of their purchase prior to saleIn fact, the majority of people who visit our website review inventoryWe believe a large number of our customers review inventory online, including vehicle pricing, before coming to our dealershipsWe also post the prices of our vehicles on all of the vehicles at our dealerships. At the time of sale, our customer had the opportunity to sign and review the following documents: Simple Interest Retail Installment ContractRetail Purchase AgreementWhat you need to know about financing a vehicle with DriveTime Included you will find copies of the abovementioned documents for your reference. At the time of signing, DriveTime reviews each document with our customers and ensures they understand the information withinBy signing these documents, they are asserting that they have read and fully understand the terms enclosedWe encourage our customers to thoroughly review all paperwork before signing the contractIn addition, we record all of our closings, and a centralized group typically reviews in excess of 1,closings each month to ensure adherence to our standards, including the disclosure of all terms and interest rate Continued… (Full version provided to the Revdex.com)

On June 21, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a Honda Accord from DriveTimeThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationThe Contract is attached for your
reference.We strive to provide an industry-leading experience in everything we doCentral to that goal is building trust with our customers and providing transparency and visibilityThat includes being up front when we make a mistakeBridgecrest had the opportunity to investigate our customer’s concernsWe found two instances, on September and October 5, 2017, where our representatives advised our customer that we would process a two-payment defermentHowever, these requests were not submitted for processingAdditionally, on October 5, 2017, our representative informed our customer that we would remove any derogatory marks that may have been reported to her credit fileBy that time, our customer was days past dueAs the account exceeded days past due proceeding into October, the 30-day delinquency was reported to the major credit bureausWe sincerely apologize for the frustration this misleading information has caused our customerWe will be exploring all internal training opportunities and corrective action to ensure we are providing accurate information and not setting expectations with our customers. As of October 25, 2017, our customer is days past due for $Due to our customer’s recent experience with Bridgecrest, we are crediting the past due balance in lieu of processing any payment defermentsWe ask that our customer allow three to five business days for this credit to apply on her accountOur customer will not have another payment due until October 28, Additionally, we have submitted a request to have the 30-day delinquency removed from our customer’s credit file....(continued on attached)

September 7, Revdex.com Ph(602) 264-Fax (602) 263- Re: Complaint #*** To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to re- address our customer’s concerns On August 3, 2016, an out-of-network repair facility initiated a claim with Aeverex for the key fob reprogrammingDriveTime approved the key fob reprogramming as an exception On August 4, 2016, our customer contacted DriveTime in reference to the key fobShe informed us that the out-of-network repair facility charged her a $deductible for the key fob reprogrammingWe offered to reimburse for the $deductible once our customer has sent in a paid receipt On August 8, 2016, our customer contacted DriveTime concerned about possible transmission issuesShe requested to be placed into another vehicleWe encouraged our customer to, first, have a diagnosis completed at an in-network repair facilityWe offered to review options of possible assistance once an estimate is created On August 19, 2016, our customer contacted DriveTime about the mechanical issues with the vehicleShe informed us that an in-network repair facility was unable to locate any issues and cleared the check engine light codesOur customer requested to be placed into another vehicleWe informed her that she could have a second diagnosis completed at another in-network repair facilityOnce done, we will review all options of possible assistance That same day, after review of the receipts our customer sent in, DriveTime submitted a request to have a check cut and overnighted for the $reimbursement On August 23, 2016, an in-network repair facility initiated a claim with Aeverex for the front and rear brake rotors and the front and rear brake padsAeverex requested pictures of the brake pads to verify the thicknessAeverex advised the repair facility that the brake rotors are non-covered under the Drivers Seat Limited Warranty That same day, our customer contacted Bridgecrest concerning the non-covered repairsShe informed them that Aeverex is not covering certain components such as the brake pads, rotors, battery, and a fuel leak concernThey advised her that if a component is non-covered under the Drivers Seat Limited Warranty, then those repairs would be her responsibilityHowever, in order to review options of possible assistance, we require the in-network repair facility update their open claim for the battery and the fuel leak On August 31, 2016, our customer contacted DriveTime about the brake rotorsWe advised her that we would request the estimate for the non-covered repairs and review options of possible assistance As of September 6, 2016, no in-network repair facility has updated the open claim for any concerns with the battery or potential leaking At this time, DriveTime has not been able to reach our customerShould our customer wish to discuss this matter further, we encourage her to contact our Customer Relations department at ***DriveTime can review the current claim for the brake rotorsIf our customer wishes for us to review options of possible assistance with the potential leaking and battery issues, she will need to have the in-network repair facility update the open claim DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us at (*** ***Thank you, Carlos SCustomer Relations

September 29, Revdex.com Ph(602) 212-Fax (602) 263-0997 Re: Complaint * *** To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concerns On September 5, 2015, DriveTime contacted our customer and attempted to address her concernsWe offered our customer a Full Settlement and Release of Claims in which DriveTime agreed to: Waive our customer’s deficiency balance of $20,527.52Delete our customer’s trade line from all three (3) major credit bureau reporting agenciesRefund our customer 50% of her original down payment in the amount of $ We advised our customer the settlement offer would remain good until September 30, On September 12, 2015, our customer contracted DriveTime and verbally accepted our settlement offerDriveTime 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 DriveTimeOn 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 futureNo 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 DriveTimeWe apologize for any inconvenience or confusion this matter may have caused DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at 800-965- Sincerely, *** ** DriveTime Customer Relations

(Please see attached for full response) On January 10, 2017, DriveTime followwith our potential customer to discuss his interest in financing a vehicle with usOur potential customer explained he will be waiting for his tax returns before purchasing a vehicle At this time,
DriveTime has not been able to reach our potential customer to further address his concernsWe have reviewed our files and were unable to find any indication of money placed towards a vehicleWe will continue our efforts to reach him in an attempt to better assist himWe encourage him to contact our Customer Relations department at *** *** for further assistance We apologize for any inconvenience or frustration this matter may have causedDriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectAs a gesture of goodwill, we have sent our potential customer a $*** *** gift card to the address provided DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at (800) 965- 8043. Thank you, Jessica HCustomer 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,
*** ***

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
on March 6th when my car brook down middle of no where, *** did not pay rhe towing of car from a gas station to city of *** + they paid portion of towing from hotel to repair shop, and on top of that waranty from *** did not cover $ for crank shift sensorso I asked customer service then, since I bught this car recently and these expenses put me begaind on monthly payment, I asked them repeatedly to give me a break and let me skap a payment to catch upbut they said my loan has to be older than months for them to help by extendeing a payment. So now its been months , and still one payment behaind, but they still refuse to help me out by extending one payment to allow me catch up.what customer courtesy is that?
Regards,
*** ***

Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concerns. On July 24, 2014, our customer contacted Aeverex and advised them she had concerns about a brake noiseAeverex referred our customer to a repair facility to have the vehicle diagnosed. On July 28, 2014, the repair facility filed a claim with AeverexThey advised that there was no safety concern with our customer’s brakesAs our customer was within the first days and 1,miles of her loan, Aeverex covered the brake diagnosis under the terms of the DriveCare Limited Warranty. On July 31, 2014, our customer contacted DriveTime with concerns that the brake repairs were not being coveredAs a goodwill gesture, DriveTime approved our customer’s front brake pad and rotor repairs in full, despite there being no diagnosed safety concern. On October 16, 2014, our customer contacted Aeverex with engine concernsAeverex referred our customer to a repair facility to have these issues diagnosedNo claim was filed by a repair facility in regards to this matter. On February 27, 2015, our customer contacted Aeverex with further concerns about engine issuesAeverex referred our customer to a repair facility to get the vehicle diagnosed. On March 2, 2015, a repair facility filed a claim with Aeverex for the thermostat, heater hose, and intake gasketThese components are not covered under the Vehicle Service Contract, and were therefore not approved by Aeverex. On March 9, 2015, our customer contacted Aeverex with concerns that the repair facility had misdiagnosed the issues with the vehicleAeverex authorized our customer to take the vehicle to an out-of-network repair facility for a second opinionAs a goodwill gesture, we agreed to waive the deductible if the repairs were covered under the Vehicle Service ContractTo date, there is no claim on file with Aeverex from an out-of-network repair facility. On March 26, 2015, we reached out to our customer and attempted to address her concernsWe offered our customer payment deferments if she sent in receipts for her previous out of pocket repair expensesWe also encouraged her to take the vehicle to an out-of-network repair facility for further diagnosis so we could review options to assist with her mechanical issuesOur customer declined both these offers and stated she would seek legal action, and then ended the call. On March 31, 2015, our customer voluntarily surrendered the vehicle back to DriveTimeIn result, our customer’s account will be reported as a repossession to the three major credit bureaus for seven years. All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to saleParts that fail inspection are replacedHowever, if a part is functioning at the time of inspection, there is no need to replace it.On the “Customer Delivery Checklist” under Important Reminder, it is stated:“Our focus 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 the “Customer Delivery Checklist” under Maintenance Items, it is stated:“…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 find the Customer Delivery Checklist for your review.At this time, we are unable to accommodate our customer’s request to remove the repossession from her credit reportingWe apologize for any inconvenience or confusion this matter may have caused. 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

January 21, Revdex.com Re: Complaint # *** Dear Ms*** Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn August 05, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Kia SpectraAttached you will find the Simple Interest Retail Installment Contract for your referenceOn September 21, 2015, DriveTime sold our customer’s loan to a third-party collections agency with no affiliation to DriveTimeAt that time, all documentation associated with our customer’s vehicle was transferred to the third-party collections agencyOn January 5, 2016, our customer contacted DriveTime to advise she had been involved in a total loss accident and needed the title for the vehicleWe advised our customer that DriveTime had sold her loan to a third-party collections agency and was no longer in possession of the titleLater that day, our customer contacted DriveTime to request that we send a lien release on the vehicle to her local Department of Motor VehiclesWe advised our customer that since DriveTime was no longer the lienholder on the vehicle, we would not be able to provide a lien releaseDriveTime has made multiple attempts to contact our customer to address her concernsAt this time, DriveTime is working toward finding a resolution to assist our customer with this matterWe will continue our efforts to contact our customer and reach an amicable resolutionWe apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, DriveTime has sent our customer a $American Express Gift CardShould you have any questions or concerns, please contact DriveTime Customer Relations at *** Sincerely, DriveTime Customer Relations Tell us why here

For full response, please see attached. On June 2, 2017, DriveTime contacted our customer to discuss her concernsWe offered to waive the diagnostic fee to diagnose her concerns expressed in her complaintWe further advised to have the repair facility provide an itemized estimate to
SilverRock for our reviewAlternatively, we explained she has the option of cancelling her warranty and all additional optional productsHowever, this would mean she would be responsible to pay out of pocket for any current or future repairsOur customer agreed to review all options presented to her and the call was ended on amicable terms At this time, our customer has not advised us of how she wishes to proceedWe have notified her warranty administrator SilverRock of our offer to waive the first hour of diagnostic testing at an in-network repair facilityWe have additionally authorized replacement of the key fob in full with no out-of-pocket expense to our customerOur customer will have until July 6, 2017, to take advantage of this offer, otherwise she would be responsible for any expenses related to these concernsDriveTime will continue to work with our customer to ensure an amicable resolution is achieved. DriveTime thanks the Revdex.com for their ongoing support in allowing us the opportunity to address our customer’s concernsWe will continue correspondence with our customer to ensure an amicable resolution is reachedShould you have any questions or concerns, please contact our Customer Relations Department at *** *** ***