DriveTime

Re: Complaint # [redacted] Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On October 21 2013, our customer entered into a Closed End Motor Vehicle Lease Contract with...

DriveTime when she leased a 2008 Chevrolet Impala. The 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 11 days past due, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered. Please refer to section 11 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 recovered. Our 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 amount. We informed our customer that she had 48 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 $480.72 required to redeem the vehicle. Our 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 them. By 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 calls. We 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 vehicle. Later 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 concerns. At this time, we are unable to accommodate our customer’s request to be reimbursed for her $275.00 redemption fees, as the recovery of the vehicle was rightful. However, we advised our customer we would offer her a two day per diem credit of $29.39 for the two days that she did not have the vehicle after she paid to redeem it on June 18. Our customer was satisfied with this resolution, and we ended our correspondence on amicable terms. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]. Sincerely, [redacted].DriveTime Customer Relations

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 will be uploading and sending my credit report that was pulled in November 2014 showing that Drive Time has not been reporting my payments prior to January 2015. This lack of reporting has caused me to miss out on the opportunity to purchase a home and, as of recently, unable to purchase a new car. I am dissatisfied with my current car to no end and due to Drive Time's false advertising I feel trapped in this car. I also, went to Drive Time after 24months of making payments on the 2008 Hyundai feeling confident that I could now trade it in for something I liked. I was told, by the Drive Time-Sales Rep, at the time I bought the car, that I would be allotted to upgrade my car after 24months without a down payment. The Drive Time-Sales Rep from couple weeks ago stated that I would need to pay my car down to $4,500 before being able to trade it in. I am requesting that my contact ends with Drive Time without penalty or a credit is put towards my principal in the amount of $2,000.

Regards,[redacted]

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.

Never received any of the above items mention

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address these concerns.

We have tried to reach the non-customer via the phone number provided on her complaint and have been unsuccessful. However, we have addressed her concerns...

accordingly.

On October 31, 2014, the non-customer stated she received a text message addressed to "[redacted]." She stated another text message was sent again on November 5, 2014, regarding the same matter. In both cases, she replied, "STOP" in attempt to stop the texts.

After researching the matter further, we established there was a glitch in our system in which a multitude of people received the same text message addressed to a "[redacted]." We apologize for any inconvenience or confusion this might have caused along with the negative experience that occurred. We have added the phone number provided to the Do Not Call list so no further texts messages or phone calls can be made.

As a goodwill gesture, DriveTime has mailed a $25 American Express gift card to the non-customer.

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

Sincerely,

Leah B.

DriveTime

Customer Relations

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

I rejected the response because I called drive time when I was on the side of the road because my battery was dead. I was told that is not covered under your warranty. I asked for a supervisor, and kept getting hung up on. In addition to that, I was told the warranty is for 50,000 miles, not 36,000.

Regards,

Simone Gary

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

On March 23, 2013, our customer entered into a simple interest retail installment contract when he purchased a 2007 VOLVO S40 FWD. The vehicle came with a 36 month/36,000...

mile DriveCare Limited Warranty, administered by Aeverex. The retail installment and warranty are attached for your reference.

On July 15, 2013, a claim was filed for the radiator fan and coolant. The claim was fully approved under the limited warranty.

On December 2, 2013, a claim was filed for the coil pack. The claim was denied under the limited warranty. The coil pack is a non-covered component under the limited warranty. Between March 23, 2013 and December 2013, our customer drove 42,576 miles.

On March 13, 2014, our customer sent an email to DriveTime expressing his concerns with repairs needed on his vehicle. Our customer was advised to send receipts for any out of pocket expenses, to be reviewed for possible payment assistance. Our customer advised us he was unsure if he wanted to stay in the vehicle due to the repairs.

On April 25 and 28, 2014, we attempted to contact our customer to discuss his Revdex.com complaint. We have been unable to get in touch with our customer.

At this time, we are unable to accommodate our customer’s request for a refund or delete the trade lines. We encourage our customer to contact us at ###-###-####, to discuss his account.

As a goodwill gesture, DriveTime has applied a $25.00 principal only credit to our customer’s account.

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. Mullens, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 8, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract when he leased a 2005 Chrysler Sebring. The vehicle came with...

a life of lease limited warranty, administered by [redacted]. The lease contract and limited warranty agreement are included for your reference. On March 11, 2014, our customer contacted [redacted] about an alignment. [redacted] advised him alignments are not covered per the limited warranty agreement. On March 15, 2014, a repair facility contacted [redacted] and stated an alignment needed to be completed. The repair facility also stated there was noise coming from the brakes. The claim was denied as a non-covered component per the limited warranty. We have been in contact with our customer and have reached an amicable resolution. Drivetime agrees to: ? Refund our customer’s down payment in the amount of $895 Our customer agrees to: ? Release possession of the vehicle to Drivetime As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted]. DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On May 8, 2014, our customer entered into Closed End Motor Vehicle Lease contract when he leased a 2006 Kia Sorento. The vehicle came with a Driver’s Seat Limited Warranty...

and Maintenance Program, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease contract and the DriveTime Driver’s Seat Program agreement for your reference. On June 9, our customer brought the vehicle into a repair facility and a claim was filed through the warranty for an engine replacement. Due to a non-covered component causing damage to the motor assembly, the repair was denied under the terms of the limited warranty. On June 10, we contacted our customer to address his concerns. During our conversation, we informed our customer we would place him into a new lease vehicle. As a courtesy, we waived the $500 exchange fee and over-mileage fee due. DriveTime transferred our customer’s original down payment towards the new lease vehicle and retained one payment for use of the original lease vehicle. Our customer agrees this course of action has adequately addressed his concerns; and at this time, we have reached an amicable resolution. As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s first payment. DriveTime thanks the Revdex.com for their support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,

[redacted] DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On May 06, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a 2010 Jeep Patriot. All lease vehicles come with a Life of...

Lease Limited Warranty, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease and the Life of Lease Limited Warranty contract for your reference.At the time of sale, our customer signed and dated the "Driver’s Seat Vehicle Return Agreement." Additionally, under the section labeled "Vehicle Return Program" states:"… Having driven it no more than 70 miles; Without damage or having been in an accident; A restocking fee of $200.00; and if the Vehicle is driven more than 70 miles, DriveTime may either refuse to accept the vehicle back or at DriveTime’s election may charge and you will pay $1.00 per mile for each mile the Vehicle was driven over 70 miles…"Attached you will find the Driver’s Seat Vehicle Return Agreement for your review.On May 07, 2015, our customer returned to the dealership where he leased the vehicle at, to express concerns of a noise on the vehicle. Our customer was then referred to utilize the limited warranty agreement and take the vehicle to be diagnosed at an in network repair facility.Later that day, DriveTime offered to waive the $200 dollar restocking fee, as outlined on the Driver’s Seat Vehicle Return Agreement, if our customer contracted into another leasevehicle with DriveTime. Our customer declined our offer and proceeded to terminate his Closed End Motor Vehicle Lease Contract with DriveTime.Our customer paid $1,045 to enter the Closed End Motor Vehicle Lease Contract with DriveTime. DriveTime retained the $200 restocking fee and $135 in over mileage fees from our customer’s down payment. DriveTime refunded $510 to our customer’s credit card at the dealership and will be refunding $210 via check, totaling $720.At this time, we are unable to accommodate our customer’s request to refund the full down payment. DriveTime attempted to make exceptions for our customer to remain in the Closed End Motor Lease Agreement, but our customer chose not to accept our offer.As a goodwill gesture, DriveTime will send an additional refund check of $45.00 to our customer for the miles he had to drive to return the vehicle to the dealership from his home.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,

[redacted].DriveTimeCustomer Relations

October 22, 2014

Lyndsey Mullens

Revdex.com

Ph. ###-###-####

Fax ###-###-####

Re: Complaint # [redacted]

Dear Ms. Mullens,

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

opportunity to address our customer’s concerns.

On October 29, 2010, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2005 Chrysler Pacifica.

On September 6, 2014, our customer took advantage of our DriveTime Champ Program and upgraded from her 2005 Chrysler Pacifica to a 2009 Hyundai Sonata. At the time of sale, our customer elected to purchase the following optional products: GPS SkyLink service, vehicle service contract and GAP coverage, administered by Aeverex.

Our Champ Program allows our customers to trade in their vehicle with typically no money down and possible lower APR. Our customers qualify for this program when their remaining balance is $4,500 or less and payments have been made on time.

At the time of sale our customer’s APR went from 27.829 % to 23.228%.

On September 09, 2014, our customer utilized the Vehicle Return Program. Later that day, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2010 Chrysler Sebring. At the time of sale, our customer elected to purchase the following optional products: GPS SkyLink service, vehicle service contract and GAP coverage, administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract, GAP coverage, GPS SkyLink, and the Vehicle Service Contract for your reference.

DriveTime offers a Vehicle Return Program, which allows our customers the ability to return the vehicle and terminate their contract. Our customers must return the vehicle to

the dealership they purchased from within five (5) calendar days. Attached is the Retail Purchase Agreement for your review.

On September 16, 2014, our customer contacted us requesting to cancel her GPS Skylink service. We advised our customer the GPS Skylink service is not refundable. However, as a one-time courtesy, we offered our customer the opportunity re-contract without the GPS SkyLink service. To date, our customer has not visited our dealership to re-contract. This offer has expired.

At this time, we are unable to accommodate our customer’s request to lower her interest rate. As a goodwill gesture, DriveTime has credited our customer’s principal balance $495.00 for the GPS SkyLink service. We encourage our customer to contact Aeverex regarding GAP coverage cancellation.

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

Sincerely,

DriveTime

Customer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I received a message from Drive Time on 9/4. I returned the call on 9/5 and was informed about the options  as mentioned above. I agree with the settlement of getting out of the care. However I feel like they should be able to assist me with getting another equivalent vehicle. I also have all of my receipts from all of the repairs and have been in close contact. I also reviewed their website and I see some similar vehicles I would be interested in. I feel like purchasing another vehicle from another dealership may be difficult due to they will also see my current purchase and may not want to provide financing. 

Regards,

I UNDERSTAND THE THE ASPECT OF THE ACCOUNT BEING FREQUENT AND I HAVE FOLLOWED DRIVE TIMES REQUEST ON SEVERAL OCCASIONS AND HAVE HAD MY ACCOUNT CURRENT AND WAS DENIED SAID FREQUENCY CHANGE BECAUSE I WAS LIED TO MULTIPLE TIMES AND NOT UNTIL OCTOBER I WAS TOLD THAT I HAVE TO BE SIX MONTHS IN MY LOAN TO HAVE A FREQUENCY CHANGE AND NOT ONCE BEEN ACCOMMODATED OR OFFERED ANY DISCOUNTS OF ANY SORT JUST HARASSED ABOUT MAKING MY PAYMENT WHEN I TELL EVERY REP THAT CALLS MY PHONE THAT I DON'T GET PAID UNTIL THE 10TH AND 25 OF EVERY MONTH BUT NEVER RECEIVED ONE CALL TELLING ME THAT I CAN HAVE A FREQUENCY CHANGE. NOW THERE IS A OUTSTANDING BALANCE OF $428 THAT DRIVE TIME WANTS TO CHARGE ME BECAUSE THE FREQUENCY CHANGE HAS NOT BEEN PROCESSED WHICH COULD HAVE BEEN DONE IN DECEMBER AS I WAS TOLD BY DRIVE TIMES CUSTOMER SERVICE REP AND NOT OFFERED ANY ASSISTANCE JUST INFORMED "SINCE YOU ARE AWARE OF THE WAY FREQUENCY ARE PROCESSED I WOULD HAVE TO PAY THE OUTSTANDING BALANCE" I FOR ONE DON'T THINK DRIVE TIME UNDERSTANDS $428 DOESN'T JUST POP OUT OF NO WHERE I FEEL LIKE THEY REALLY ARE HORRIBLE AT VALUING THEIR CUSTOMERS.

Customer Service requesting to adjust his payment frequency from semi-monthly to monthly. We advised our customer that we would not be able to perform this adjustment on the grounds that he was within the initial six months of his loan. We provided our custoThank you for bringing this matter...

to our attention. We appreciate the opportunity to address our customer’s concerns.On March 18, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2010 Ford Focus. Attached you will find the Simple Interest Retail Installment Contract for your reference.At the time of purchase, our customer provided the DriveTime dealership with proof of income. This proof of income included a pay stub which reflected his semi-monthly dates of pay from his employer. Our customer’s payment frequency was generated to correlate with this proof of income, producing due dates on the 9th and 24th of each month. This allowed our customer two days following each date of pay, to submit his payments to DriveTime.Our customers’ payments are set up to match their pay frequency from their source of income. After six months, DriveTime customers may contact customer service to initiate a frequency change to match their desired payment frequency.On April 9, 2015, our customer contacted DriveTimemer the option to make two payments on the ninth day of each month, when his first semi-monthly payment became due. After six months, we could readdress an adjustment to his payment frequency.At this time, we are unable to accommodate our customer’s request. We have made several unsuccessful attempts to contact our customer to discuss his concerns. On May 8, 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 him. We encourage our customer to contact our Customer Relations Department at ###-###-####, so that we may come to an amicable resolution.As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTimeCustomer Relations

Dear Ms. [redacted],
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On February 8 th, 2014, our customer entered into a Simple Interest Retail Installment...

Contract when she purchased a 2007 Chevrolet Trailblazer. Our customer purchased a 5 year/50,000 mile vehicle service contract. Included you will find the Simple Interest Retail Installment Contract and the Aeverex Protection Plan Vehicle Coverage agreement for your reference.Included you will find the "What you need to know about financing a vehicle with Drivetime" which our customer reviewed and signed at the time of purchase. Please review section 5 titled "Other ‘Stuff’" where it states:
"Recalls - Used vehicles may be subject to manufactuer recalls to repair, at no cost to you, mechanical or operational problems. Only new car dealers are allowed to do these repairs. You should confirm with a new car dealer that the vehicle does not require recall repairs."
Additionally, our customer signed and agreed the "Customer Delivery Checklist" in which our customer verified she was satisfied with the condition of the vehicle including the instrument cluster/warning indicators. Included you will find the document titled "Customer Delivery Checklist" for your reference.
We encourage our customer to contact the new car dealer to have all recall concerns addressed.
As a goodwill gesture, DriveTime has applied a $25 credit to our customers account.
DriveTime thanks the [redacted] for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
DriveTime
Customer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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.  However, I do want the file to be noted that this company did in fact update the credit files to show as if the loan had JUST defaulted in Sept 2014.  I have a statement confirmation from all 3 bureau representatives and it was when this was explained in detail that Drive Time agreed to this settlement.  Please make note of full facts.   This is now closed as far as I am concerned at this time

Regards,[redacted]

March 1, 2016
Revdex.com
Re: Complaint # [redacted]
Dear Ms. [redacted]
Thank you for bringing this matter to our attention. We appreciate the opportunity to

align="LEFT">address our customer’s concerns.On February 19, 2016, our customer entered into a Simple Interest Retail Installment
Contract with DriveTime when she purchased a 2009 Nissan Altima. Our customer also
purchased a 5 year/50,000-mile Vehicle Service Contract, administrated by Aeverex.
Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract
for your reference.
At time of sale, our customer signed and reviewed the Secure Odometer Disclosures that
stated the vehicle’s odometer read 91,626 miles. Our customer’s Vehicle Service Contract
and Simple Interest Retail Installment Contract also reflect the same mileage of 91,626 at
time of sale.
On February 23, 2016, an in-network repair facility updated a claim with Aeverex for a
transmission diagnosis. Aeverex advised the in-network repair facility that the transmission
was covered under the Original Manufacturer warranty and would need to have the repairs
completed at the Original Equipment Manufacturer.
On February 24, 2016, an original equipment manufacturer updated a claim with Aeverex
for the repair of the tire pressure sensor, oil cooler seals, and control arms. Aeverex
approved the cost of these repairs for a total of $1,449.40 under the Vehicle Service
Contract.
On February 25, 2016, DriveTime contacted our customer to reach an amicable resolution.
We advised our customer of the above information regarding the odometer and our
customer understood. At this time, all repairs have been covered under the Vehicle Service
contract. We encouraged our customer to contact us in the future if he has additional
concerns with the vehicle.
As a good-will gesture, DriveTime applied a $150.00 credit to our customer’s principal
balance.
Sincerely,
DriveTime Customer Relations Department

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not complete at this time. The repair facility is not aware that a part has been provided and certainly is not willing to say that repairs will be completed on Monday 11/9/15. 
I am very dissatisfied that it took filing a complaint with the Revdex.com and having a friend (my employer) call and threaten legal action to receive any sort of response. 
I am grateful that DriveTime is finally paying for the rental vehicle directly and I appreciate that my payments have been suspended until my Pontiac is repaired and that the repairs are covered under warranty. However, I am not willing to say this complaint has been resolved to my satisfaction at this time. 

Regards,

October 20, 2016

New Roman" size="3"> 
Revdex.com
Ph. (602) 264-5299
Fax (602) 263-0997 
 
Re: Complaint # [redacted]
 
To Whom It May Concern,
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On October 24, 2013, our customer entered into a Closed End Motor Vehicle Lease with DriveTime when she leased a 2006 Dodge Durango. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.
At the time of lease, our customer agreed to make 65 bi-weekly payments of $234.50. Our customer final payment due date was May 20, 2016.
On May 5, 2016, our customer spoke with DriveTime to obtain a payoff quote. After receiving the payoff, she made her final lease installment payment to satisfy the payoff of her lease vehicle.
After the payment posted, on May 24, 2016, DriveTime changed the status of our customer’s account to show as a paid in full lease. DriveTime mailed the title of the vehicle to our customer’s address.
On August 4, 2016, our customer spoke with DriveTime to inform us that she had not received her title. On this same day, we reordered a title reprint that we could resend to our customer. The typical time frame for a duplicate title to be received from the state DMV is 4-6 weeks.
On October 7, 2016, DriveTime received the duplicate title from the DMV.
On October 17 2016, DriveTime spoke with our customer to address her concerns. We apologized for the delay in receiving the duplicate title and the lack of communication that she had received during the process. We confirmed that we have the correct address for our customer so the title could be resent to her.
(Full response provided to the Revdex.com)

April 28, 2015 Lyndsey MullensRevdex.comPh. ###-###-####Fax ###-###-####  Re: Complaint # [redacted] Dear Ms. Mullens, Thank you for bringing this matter to our attention. We appreciate the opportunity to...

address our customer’s concerns. On March 6, 2015, our customer entered into a Cancel Anytime Lease Contract with DriveTime when he leased a 2006 Pontiac G6. The vehicle also came with a Life of Lease Warranty, administered through [redacted]. The Cancel Anytime Lease Contract and the Life of Lease Warranty Agreement are attached for your review. On March 9, 2015, our customer contacted [redacted] regarding issues with the CD player in the vehicle. [redacted] referred our customer to an in-network vehicle to have these issues diagnosed. On March 10, 2015, an in-network repair facility filed a claim with [redacted] for the radio, CD player, and electrical diagnosis fees. [redacted] approved these repairs and fees in full under the terms of the Life of Lease Warranty. On March 30, 2015, our customer contacted [redacted] regarding the rear of the vehicle shaking at high speeds. [redacted] made an exception to extend our customer’s initial 30 day/1,500 mile coverage by an additional 100 miles and advised our customer to take the vehicle to a repair facility for diagnosis. On April 1, 2015, an in-network repair facility filed a claim with [redacted] for a wheel replacement and suspension diagnosis. [redacted] approved these repairs in full under the terms of the Life of Lease Warranty. On April 13, 2015, our customer contacted [redacted] regarding a no-start issue with the vehicle. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed and advised him that they would reimburse up to $100 for a tow if the repairs were covered under the Life of Lease Warranty. On April 14, 2015, an in-network repair facility filed a claim with [redacted] for the alternator/generator, water pump, coolant, battery, electrical diagnostic fees, and headlights. All the repairs were covered under the terms of the Life of Lease Warranty except for the battery and the headlights. Since our customer was outside the initial 30 days and 1,500 miles, he was responsible for a $100 in-network deductible, as outlined in the Life of Lease Warranty Agreement. That same day, [redacted] issued our customer a check for tow reimbursement. On April 15, 2015, DriveTime made an exception to approve our customer’s non-covered battery repairs through [redacted]. On April 17, 2015, [redacted] issued our customer an additional check for further tow reimbursement. At this time, [redacted] has reimbursed our customer a total of $100 for tow expenses. On April 20, 2015, our customer contacted [redacted] regarding the same issues as before. [redacted] encouraged our customer to take the vehicle back to the repair facility where the previous repairs had been done, as the work would be warrantied. On April 21, 2015, an in-network repair facility filed a claim with [redacted] for the starter motor. [redacted] approved these repairs in full under the terms of the Life of Lease Warranty; they also waived the deductible as an exception, due to our customer paying a deductible the week prior. All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. Parts that fail inspection are replaced. However, if a part is functioning 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.”On April 27, 2015, we contacted our customer and addressed his concerns. We discussed the above information and encouraged our customer to send his second tow receipt to [redacted] for further reimbursement up to an additional $100. We encouraged our customer to reach out to [redacted] at ###-###-#### if any further mechanical issues were to arise. We also offered our customer rental reimbursement of up to $25.99 a day or a per diem credit to his account if the vehicle needs to return to the shop for the same issues in the near future. At this time, we are unable to accommodate our customer’s request to place him in a different vehicle. As a goodwill gesture, DriveTime has applied a $25 credit toward our customer’s payments. 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]Customer RelationsDriveTime

September 13, 2016
 
Revdex.com
Ph. (602) 264-5299
Fax (602) 263-0997
 
 
Re: Complaint #[redacted]
 
 
To Whom It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
 
On August 29, 2016, DriveTime received notification from Aeverex that our customer had paid out-of-pocket for the needed repairs on the vehicle.
 
On August 31, 2016, our customer contacted DriveTime in reference to his concerns. DriveTime encouraged him to submit his receipts for the completed repairs so we may review his out-of-pocket expenses for possible assistance. Our customer understood and advised that he submit his receipts via email.
 
On September 1, 2016, DriveTime contacted our customer and advised that we were unable to open the email sent in with the receipts. DriveTime requested that our customer resend. Our customer understood and stated that he would resubmit.
 
On September 6, 2016, DriveTime contacted our customer and advised that we had received estimates from an out-of-network repair facility but were awaiting the paid receipts. Our customer stated that he would gather the invoice from the out-of-network repair facility and submit them.
 
On that same day, DriveTime obtained screen shots of our customer’s financial ledger with a third party financial institution, indicating issued payment to an out-of-network repair facility.
 
After review of the documentation submitted, DriveTime would like to offer our customer a reimbursement of $2,204.93 for the cost of the brake booster, brake fluid flush, caster bushings, and sway bar links. Unfortunately, we are unable to assist with the cost of the diagnostic, wheel alignment, coil, spark plugs, air spring, oil cap, and pressure regulator valve. The aforementioned items are all maintenance and non-covered components.
 
Continued...(Full version provided to the Revdex.com)