DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn December 13, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Honda CR-V. Attached you will find the...

Simple Interest Retail Installment Contract for your reference.At the time of sale, our customers agreed to make 147 bi-weekly payments of $226.50 and 1 final payment of $225.14, beginning January 10, 2015.On June 13, 2015, a payment of $226.50 became due on our customer’s account. On June 19, 2015, our customer called DriveTime’s Customer Service Department to request an extension on this past due payment. We advised her that she would not be eligible for a deferment as she was within the first 6 months of her loan.DriveTime has found that the first six months of payment is the most important in determining customer’s payment habits throughout the life of the loan. It is for this reason that DriveTime is unable to modify the original terms of payment within this time frame.On June 27, 2015 a second payment of $226.50 became due on our customer’s account. At this time our customer had accrued a past due balance of $453.00.On July 1, 2015, our customer contacted DriveTime Customer Service to request a payment deferment. We advised her that we were unable to proceed with a payment extension at that time. Our customer was ineligible for a payment deferment to suspend this past due balance on the grounds of not completing the first 6 months of payments.On July 8, 2015, our customer contacted DriveTime Customer Service in regards to a voicemail she received. We advised her she was still ineligible to receive thismodification to her account. Our customer advised us of her current financial hardship and made a payment arrangement to decrease her past due balance.On July 14, 2015, DriveTime’s Customer Relations Department reached out to our customer to discuss her concerns. We informed our customer that within the initial six months of a new loan we are unable to provide modification to the original terms of payment. We advised our customer that we would take her current financial hardship into consideration and review the situation further for possible assistance.We apologize for any confusion or inconvenience this matter may have caused. We are in contact with our customer and currently working towards an amicable resolution. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted].DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On September 10, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2009 Mercury Milan. Included you will find...

the Simple Interest Retail Installment Contract for your reference. On October 16, 2014, we reached out to our customer to address her concerns. Our customer got into an accident in the previous car she had with DriveTime and took advantage of DriveTime’s Insurance Loss Program (ILP). This program allows our customers to pay a $500 deductible and the remaining balance on their old DriveTime account is paid off with the stipulation they purchase and satisfy the terms of the new contract.
The "Insurance Loss/Short Payoff Program Agreement" document, section "Insurance Loss" states:
"I/We purchased a vehicle from DriveTime on credit… The vehicle was totaled and the insurance proceeds have been paid to DriveTime, but I/we still owe money on the account."
"I/We understand that if I/we make a $505.00 payment on the Account, purchase a new vehicle from DriveTime, and satisfy the terms of the new contract, DriveTime will suspend its collection of the deficiency."
In addition, section "1", states:
"I/We understand that the account will be reported to the credit bureau agencies as a settled account, as long as I/We make all of these new vehicle payments on time. If I/We default on the new account, DriveTime may revise the credit reporting status to show the account as charged off."
Our customer signed and agreed to these terms. Attached you will find the Insurance Loss/Short Payoff Program Agreement document for your reference.
We went on to explain that releasing her from the vehicle and waiving responsibility for the new loan would not be a possibility due to the agreed upon terms above. Doing so would have a negative impact on her credit and both accounts could be affected.
Our customer also mentioned the purchase price ended up being much higher than what was agreed to. Our customer purchased the vehicle for $18,628.72. However, there is a finance charge (interest) of $5,927.98 to purchase the vehicle as well. This information is broken down on the first page of the Simple Interest Retail Installment Contract.
Our customer stated she is also having mechanical issues with the vehicle. We referred our customer to [redacted], the Protection Plan Vehicle Coverage administrator to get a diagnostic completed on her vehicle. Once the diagnostic has been submitted to [redacted], DriveTime can review the claim for assistance if claim is denied by [redacted].
If our customer does not wish to get the vehicle fixed through the warranty, returning or getting the vehicle repossessed, would be reported to her credit as a repossession.
As a goodwill gesture, DriveTime has credited our customers’ principal balance $25.00.
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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On December 27, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2009 Toyota Corolla. Attached you will find the...

Simple Interest Retail Installment Contract for your review. On March 6, 2015, our customer contacted our Customer Relations Department regarding DriveTime accounts being suppressed on the three major credit bureaus. DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements as well as to comply with the Fair Credit Reporting Act. We have completed the necessary updates with Experian, and they have begun uploading our customers’ account information for public viewing. We anticipate the enhancements with the other two agencies to be completed no later than the end of April. We apologize for any confusion or inconvenience this may have caused. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity and that is why DriveTime has made the effort to complete these system enhancements. Reporting may not be immediately visible but completed updates should reflect on our customer’s credit report within 30-60 days. We have completed the necessary updates with Experian and they have begun uploading our customers’ account information for public viewing. We anticipate the enhancements with the other two agencies will be completed no later than the end of April. DriveTime will backdate our customer’s entire loan to the credit bureaus, reflecting her perfect pay history once enhancements are completed with all credit bureau agencies. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Not only will they DT not accommodate us , they are triple charging us for a vehicle valued at $4995.00 and after paying on the loan for 2 1 /2 years still owe $16,000(?)  I've ask them to come get vehicle as it is inoperable and they tell me to drop it off at one of their locations.

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 have no reason to believe that the reporting will resume in April. Neither of my accounts have been reported on in a year. I have repeatedly received mail from this business reminding me that this is one of the benefits of purchasing from them, and attempting to solicit other business from myself or acquaintances. They could send notifications to me that a payment was due, or to solicit more business, but not that one of the services advertised by the company was not taking place. I would like to know what assurances I can be given that the reporting will resume in April. I have already been assured that it would be resolved in February and it was not. I was not contacted and informed that the service would not resume, despite the fact that I had filed a formal complaint with their customer service group. A 25 dollar credit to one of my accounts does not pay for the credit monitoring for all 3 bureaus to ensure that the have actual fulfilled what I view as a promise to resume credit reporting. 

Regards,

January 23, 2016Revdex.com Ph. (602) 212-2232Fax (602) 263-0997Re: 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, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Jeep Grand Cherokee. Included with the vehicle came a 30 day/1500 mile DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Limited Warranty for your reference.On page 2 of the DriveCare Limited Warranty, under the section titled Coverage Exclusions, it states:“…(2) This Limited Warranty provides no benefits or coverage and We have no obligation under this Limited Warranty for: …(l) a Breakdown caused by collision…”Prior to sale, all DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.At time of sale, DriveTime reviews a document titled “Customer Delivery Checklist” and provide a copy to our customers. Page one of the “Customer Delivery Checklist” under Important Reminder, states:“Our focus in the multi-point point inspection is primarily the safety and reliability of your vehicle…Please ensure you are comfortable with the condition of the vehicle prior to purchasing.”At the time of sale, our customer signed the “Customer Delivery Checklist,” attached for your review.On December 11, 2015, our customer contacted DriveTime and advised that the vehicle was involved in an accident. Our customer requested documentation stating that  the  vehicle  passed  inspection  prior  to  sale.  DriveTime  advised  her  that unfortunately, we would not be able to provide the requested documentation as it is for the internal use of DriveTime. Our customer understood.On January 15, 2016, DriveTime contacted our customer in an attempt to address her concerns and reach an amicable resolution. DriveTime advised her that the documents she has requested are for the internal use of DriveTime employees and we would not be able to provide her with copies of the vehicle’s inspection report that was completed prior to purchase. DriveTime also advised her that due to the vehicle needing repairs after the accident occurred, DriveTime would not be able to provide her assistance with cost of the repairs. Our customer understood.At this time, DriveTime is unable to accommodate our customer’s request for a bill reduction, as we are unable to provide assistance with the cost of repairs caused by a collision. We encourage our customer to contact her insurance carrier for further instruction regarding the repairs.We apologize for any confusion or inconvenience this matter may have caused. As another goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. We encourage her to contact our Customer Relations Department at 800-965-8043 should she have any additional questions or concerns.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, Diana C.DriveTime Customer Relations

The agreement needs to include that the car will not be reported on my credit report as agreed upon.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On June 5, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2007 Jeep Compass. The vehicle also came with a...

Drivers Seat Limited Warranty, administered through Aeverex. The Closed End Motor Vehicle Lease Contract and the Drivers Seat Limited Warranty Agreement have been attached for your review. On June 8, 2015, our customer contacted Aeverex with concerns about a loud noise when braking. Aeverex referred our customer to an in-network repair facility to have the vehicle diagnosed. On June 9, 2015, an in-network repair facility filed a claim with Aeverex for the left-front lower control arms, left-front tie rod end, alignment, and steering diagnosis. Aeverex approved all repairs and diagnostic fees in full under the terms of the Drivers Seat Limited Warranty. On June 19, 2015, an in-network repair facility filed a claim with Aeverex for a steering diagnosis and hood prop rod clip. Aeverex approved all repairs and diagnostic fees in full under the terms of the Drivers Seat Limited Warranty. On June 23, 2015, our customer contacted Aeverex about a check-engine light that was on in the vehicle. Aeverex referred our customer to an in-network repair facility to have the vehicle further diagnosed. No claim was filed in regard to this matter. On July 6, 2015, our customer contacted Aeverex about a knocking noise in the vehicle. Aeverex encouraged our customer to take the vehicle to an in-network repair facility to have this issue diagnosed. Our customer contacted DriveTime and advised she did not wish to take the vehicle back to an in-network repair facility. We advised our customer that we would make an exception to waive the diagnostic fee at an out-of-network repair facility as a goodwill gesture. On July 7, 2015, DriveTime contacted Aeverex and advised them to waive the diagnostic fee at an out-of-network repair facility to allow our customer to get a second opinion about her concerns regarding the vehicle. On July 9, 2015, an out-of-network repair facility filed a claim with Aeverex for the struts, control arm shafts and bushings, rotors, brake pads, oil pan, transmission fluid, and valve cover gasket. The repair facility advised that the leaks, struts, and brakes were just preventative maintenance items and were not a safety concern. The estimate for these repairs was sent to DriveTime for review. On July 13, 2015, DriveTime contacted Aeverex and advised we would make an exception to approve all of the above-mentioned repairs except for the struts, which were deemed only to be a noise concern. Our customer was responsible for a $100 deductible, rather than the standard $200 deductible for an out-of-network repair facility. On July 16, 2015, our customer contacted Aeverex with concerns that she was still hearing a knocking noise in the vehicle. Aeverex advised our customer that she could take the vehicle back to the out-of-network repair facility for further diagnosis, and if there was an issue with repairs that had been approved, the work would be warrantied. Aeverex informed our customer that if the struts were causing the noise, she would be responsible for the diagnostic fee, as struts were a non-covered component and they currently presented no safety concerns. On July 17, 2015, DriveTime’s Customer Relations department spoke to our customer and attempted to address her concerns. We explained that the struts were not being covered because there were no current failures or safety concerns, and they were only causing a noise. We advised that noise concerns were not something for which we were able to offer assistance. On July 20, 2015, our customer contacted Aeverex to find out why struts are not covered under the terms of the Drivers Seat Limited Warranty. Aeverex advised our customer that no failures had been demonstrated with the struts and that they were only able to assist with mechanical failures. 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 in the multi-point inspection is primarily the safety and reliability of your vehicle. …Please ensure you are comfortable with the condition of the vehicle prior to leasing.”Additionally, on the Vehicle Delivery Checklist under “Maintenance Items,” it is stated:“These maintenance items are subject to replacement only upon failure of the component.”On July 21, 2015, we spoke to our customer and are currently working toward an amicable resolution. We encouraged our customer to take the vehicle back to an in-network repair facility for further diagnosis. We advised that if any further mechanical failures were found, we would review options to assist. Our customer advised she would instead contact the repair facility that had advised her the struts were failed and ask them to file a claim with Aeverex. To date, no further claims have been called in to Aeverex. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 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]DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers, concerns.On February 11, 2014, our customers entered into a Simple Interest Retail Installment Contract with DriveTime when they purchased a 2006 Mercury Montego. Our customers...

purchased a 3 year/36,000 miles Vehicle Service Contract, administrated by [redacted]. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their purchase. Our customers had the opportunity to review and sign the following documents:- Buyer’s Guide- Retail Purchase Agreement- DriveTime’s DriveCare Limited Warranty- What you need to know about financing a vehicle with DriveTime- Simple Interest Retail Installment ContractAll DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.Page one of the "Customer Delivery Checklist" under Important Reminder, states:"Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…lease insure you are comfortable with the condition of the vehicle prior to purchasing."Additionally, page one of the "Customer Delivery Checklist" under Maintenance Items, states:"…hese 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.DriveTime offers a Vehicle Return Program, which gives our customers the ability to return the vehicle to DriveTime and terminate the Simple Interest Retail Installment Contract. To participate in the Vehicle Return Program, our customer must return the vehicle to the dealership within five calendar days. Attached is the Retail Purchase Agreement for your review.To date, no repair facilities have contacted [redacted] with any recommended repairs. We encourage our customers to take the vehicle to a repair facility to have the vehicle diagnosed. Once a claim is on file and coverage is determined, we can review for possible assistance.We have made several unsuccessful attempts via email and mail requesting our customers contact us regarding their concerns since the phone numbers on the account are invalid. On March 4, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss her concerns.At this time, we are unable to accommodate our customers’ request to lower payments, and fix the vehicle or rescind the contract and delete credit reporting.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,DriveTimeCustomer Relations

MY CAR IS IN THE SHOP AGAIN TODAY WHAT I WAS TOLD WAS EVEN THOU I AM UP TO DATE ON MY OIL CHANGS. MY OIL WAS BONE DRY AND THEY BELIEVE THAT IT MAY BE AN ISSUE WITH THE MOTOR NEEDING TO BE REPLACED.ON MONDAY I WENT BACK AND FORTH WITH DRIVE TIMES CUSTOMER RELATIONS DEPARTMENT AND AT FIRST I WAS OK...

WITH WHAT THEY OFFERED TO DO BUT NOW TWO DAYS LATER MY CAR IS IN THE SHOP AGAIN POSSIBLY NEEDING A MOTOR. I WAS TOLD THAT I WOULDNT HAVE MY CAR FOR A WEEK AND I WOULD BE RESPONSIBLE FOR RENTING A CAR,WHICH I DONT HAVE MONEY OR A MAJOR CREDIT TO BE ABLE TO RENT. WHICH IS WHY CUSTOMER RELATIONS GAVE ME A CREDIT FOR THE PASS DUE BALANCE. IAM ON PROBATION AT MY JOB AND CANT AFFORD TO MISS DAYS. NONE OF THE LOCAL DRIVE TIMES HAD ANT SELECTION OF CARS TO LEASE FROM KENNY A MANGER IN THE WILLIAMSTOWN OFFICE CALLED AS FAR AS MARYLAND. I WANTED TO FINANCE BECAUSE I DID FIND A COUPLE OF VEHICLES I LIKED HOWEVER CUSTOMER RELATIONS WOULD NOT GIVE ME ANY MORE CREDIT TO HELP ME GET INTO ANOTHER VEHICLE AND NOW HERE I AM BACK TO SQUARE ONE WITH MY CAR SITTING ON INTEGRITY LOT WAITING TO GET APPROVAL FROM AVEREX ON WHAT CAN BE FIXED AND WHAT CAN NOT.MY JOB IS REALLY LYING IN THE BALANCE

July 15, 2014

Revdex.com

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 September 23, 2011, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2008 [redacted]. Included you will find the Simple Interest Retail Installment Contract for your reference.

On June 25, 2014, our customer informed us her vehicle had been involved in an accident and was deemed a total loss by her insurance company.

Our customer’s insurance company has relinquished a check for the fair market value of her vehicle in exchange for the vehicle’s title. After the check was applied, the remaining balance of our customer’s loan was $2,391.37.

On July 8, DriveTime contacted our customer to address her concerns. We informed her as a one-time courtesy, DriveTime would delete trade-line reporting to the three (3) major credit agencies. Drivetime also waived the delinquency balance of $2,391.37. Our customer agrees this course of action adequately addresses her issues, and we have come to an amicable resolution. Our customer was emailed the necessary documents, which detail the steps DriveTime has taken in regards to her credit reporting.

As a goodwill gesture, DriveTime has mailed our customer a $25 [redacted] gift card to her address on file.

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

Sincerely,

DriveTime

Customer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On September 9, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a...

2005 Mini Cooper. Attached you will find the Simple Interest Retail Installment Contract for your reference. At time of purchase, our customer agreed to make 119 bi-weekly payments of $188.10 and 1 final payment of $186.60. On March 26, 2015, our customer contacted DriveTime and stated her payment schedule had changed. At that time, our customer’s account reflected as 12 days past due.  We advised our customer that we would be able to make a frequency change on the loan once the account was current. On April 2, 2015, DriveTime declined the frequency change due to the status of our customer’s account. Our customer’s account reflected as 5 days past due and needed to be current to process a frequency change. On June 18, 2015, our customer emailed DriveTime advising she had recently paid out-of-pocket for repairs on the vehicle of a knock sensor, harmonic balancer, belts, brakes and a tune up totaling $1,000.00. Our customer informed us that these repair cost were the reason for her delinquency on the account.On July 6, 2015, our customer contacted DriveTime to advise of the recent repairs needed for the vehicle. She also inquired about a frequency change of her payments stating that she now was being paid on the 15 and 30th of each month. We informed our customer that because her account was currently 58 days past due, we would require the account to show as current before processing a frequency change. DriveTime advised our customer that we would review for assistance on account because of repair costs. On July 16, 2015, our customer contacted DriveTime in regards to assistance with her loan. We advised our customer we would be able to offer loan modifications in the form of payment deferments. In order to process these deferments, we would require receipts for the out-of-pocket expenses accrued from the repairs. Our customer informed us that she would not be able to provide paid receipts for these repairs. On July 21, 2015, our customer contacted DriveTime in regards to addressing her complaint. We informed our customer that in order to process a frequency change on her account, we would require the account to reflect as current. DriveTime offered to assist our customer with payments deferments to bring the account current once provided receipts for out-of-pocket expenses. After the payments deferments are processed, we will be able to assist our customer withtheir request of a frequency change on the account. At this time, we have received paid receipts for out-of-pocket expenses from our customer and have applied payment deferments to her account. We will be able to process a frequency change to accommodate to our customer’s request at the beginning of August to reach an amicable resolution. As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted]. DriveTime Customer Relations Department

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

On June 19, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2007 Hyundai Sonata. The vehicle came with a 3...

year/36,000 mile limited warranty. Included you will find the Simple Interest Retail Installment Contract and the DriveCare Limited Warranty agreement for your reference.

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

Our customer also reviewed and signed the What You Need to Know About Financing a Vehicle with DriveTime document. On page two (2) under section Other Stuff sub-section Vehicle Inspection it states:

“You are purchasing a used vehicle which may have had paint or body work we did not perform and are not aware of. You had an opportunity to inspect your vehicle and are satisfied with it.”

On page one (1) under the section Vehicle Return Program, it states:

“If all required conditions are met, DriveTime will give you the ability to return the vehicle to DriveTime and terminate your contract within five calendar days of purchase (excluding the date of purchase, Sundays and days we are closed for holidays).”

The What You Need to Know About Financing a Vehicle with DriveTime document has been attached for your review.

 Additionally, Ms. [redacted] was provided a Customer Delivery Checklist. The Customer Delivery Checklist is provided to our customers to ensure they are comfortable with the condition of the vehicle prior to purchasing. Under section Maintenance Items, it states the following:

“maintenance itemsare subject to replacement only upon failure of the component. After sale, these routine maintenance items are the responsibility of the vehicle owner.”

Included you will find a copy of the Customer Delivery checklist for your reference.

We are in currently contact with our customer and are working towards an amicable resolution.

As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance

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

Sincerely,

DriveTime

Customer Relations

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On February 28, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Hyundai Azera....

The Simple Interest Retail Installment Contract and "What You Need to Know about Financing a Vehicle with DriveTime" were given to our customer at the time of sale to explain the finance charge and simple interest. These documents attached for your review. On page one of "What You Need to Know about Financing a Vehicle with DriveTime," simple interest is explained as follows:"Your contract is a ‘simple interest’ contract. That means a "finance charge" (interest) is charged each day on the amount you financed with us. When you make a payment, your payment pays interest and then it pays/reduces the amount financed. If you pay late, your contract continues to accrue interest. When you make your payment late, more of your payment has to go to pay the extra interest. This means less of your payment goes to pay/reduce the amount financed and it can take longer to pay off your contract with us. We strongly encourage you to make your payments on time."On March 13, 2015, we contacted our customer and explained the following information, as outlined in her contract:? Amount Financed: $15,872.30? Finance Charge: $7,790.13? Annual Percentage Rate: 15.9%? Total Sale Price: $24,362.43? Down Payment: $700.00? Total of Payments after Down Payment Applied: $23,662.43We advised that we had watched her closing video at the time of sale and the DriveTime employee went over the account details in its entirety.With any vehicle purchase, our customers are contractually obligated to pay interest over the time of their loan. Our customer insists that if the payments are made on time, she does not have to pay for interest. We explained to our customer that the interest charge is included in each payment.Our customer does not want to pay the interest charge that is included in her contract. At this time, we are unable to come to an amicable resolution with our customer.As a goodwill gesture, DriveTime has credited $25 to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.On November 24, we confirmed that the documents were delivered to the [redacted] DMV at 8:34am. We also had our title department reach out to the [redacted] DMV for a status update on the titling for our customer’s vehicle. At this time, we are waiting on the documents from the [redacted] DMV, via mail, to complete the titling process in Missouri.As soon as we receive the documents, we will mail the documents overnight to our [redacted] dealership for titling. As an exception, we are covering any additional fees associated with the titling of the vehicle in [redacted] where our customer now resides.At this time, we are unable to accommodate our customer’s request to credit her account for all payments made since purchase. We will notify our customer once we have the documents in our possession to continue the titling process. We apologize for any inconvenience or confusion this process might have caused.DriveTime thanks the Revdex.com for their ongoing support. In the meantime, should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,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 20, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract when she leased a 2006 Ford Five Hundred. Included you...

will find the Closed End Motor Vehicle Lease contract for your reference.  At the time of sale, our customer signed and dated the "Driver’s Seat Vehicle Return Agreement." The section labeled "Vehicle Return Program" and "Refund Process" 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… If you paid your down payment with cash, a refund check will typically be available at the dealership within 48 hours but it could be as long as five business days." Attached you will find the Driver’s Seat Vehicle Return Agreement for your review. On February 23, 2015, we made an exception to extend the 24-hour Vehicle Return Policy for our customer. We informed our customer she would receive a refund of $900 as there would be a $200 restocking fee. We mailed our customer’s refund via Fed-Ex overnight. At this time, we are unable to accommodate our customer’s request to settle for $1,500. However, on February 28, 2015, our customer received a refund check for the down payment of $900. ?As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to the address listed on file. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

The provided contract under Default states that if the care is taken back,  the buyer has the right to cure the vehicle. I exercised that right by paying 100% of the unpaid or "past due" balance in good faith,  understanding the vehicle would be returned to me and loan reinstated as...

allowed under Texas law. Drive time did not reinstate the loan and subsequentlly canceled the warranty and Gap insurance coverage which would have been covered had the loan been inplace.

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On March 17, 2014, our customer contacted us. We have reached an amicable resolution with our customer. We offered our customer the following resolution: DriveTime agrees to: ? Waive deficiency balance of $16,418.38 ? Delete trade line from all three (3) major Credit Bureau reporting agencies ? Refund to Customer of down payment/payments/repairs in the amount of $1,390.70 In exchange, Customer agrees to: ? Release possession of vehicle to DriveTime Our customer will be required to sign a Full Settlement and Release of Claims if she chooses to take advantage of this offer. This settlement offer is good until March 24, 2014. 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

Re: Complaint # [redacted]Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On July 31, 2014, our customer entered into a Simple Interest Retail Installment...

Contract with DriveTime when she purchased a 2009 Dodge Journey. Our customer also purchased a Vehicle Service Contract, administered through Aeverex. Attached you will find the Simple Interest Retail Installment Contract and the Vehicle Service Contract for your reference.On August 19, 2014, our customer contacted Aeverex advising that she needed to have the ball joints on the vehicle replaced. Aeverex referred our customer to an in-network repair facility to have the vehicle diagnosed. On August 23, 2014, our customer contacted DriveTime stating that the right front wheel had fallen off the vehicle while driving. We advised our customer that she would need to take the vehicle to an in-network repair facility to be inspected. As an exception, we provided our customer with a direct-bill rental until the vehicle could be inspected.On August 25, 2014, an in-network repair facility performed a diagnosis on the vehicle and found that there were issue with the wheel studs, lug nuts, the right front wheel, and cosmetic damage done to the body of the vehicle. Aeverex requested a third-party inspector go out to the repair facility to inspect the vehicle. On August 26, 2014, the third-party inspector completed his inspection of the vehicle. The inspector verified that the cause of failure was due to four stud bolts on the right front wheel had broken off. The pictures of the inspection show that the holes were not rounded on the wheel, which is an indication of improper fastening of the bolts. We have included a copy of the inspection report for your reference. On August 27, 2014, DriveTime approved the repairs of the wheel studs, lug nuts and wheel mount for a total of $474.00 as an exception through Aeverex. On August 28, 2014, DriveTime referred our customer to have the vehicle taken to a different in-network repair facility to have the bodywork inspected.On September 3, 2014, DriveTime contacted our customer to inform her that after reviewing the inspection report, we would not be assisting with the body damage repairs. DriveTime advised that the type of damage reported through the inspection report is caused by impact, therefore is our customer’s responsibility. We directed our customer to utilize her insurance provider for the cosmetic damage sustained by the incident. At that time, we advised our customer that the direct bill rental would no longer be provided after 10 days of use for a total of $306.60.We apologize for any inconvenience or confusion this matter may have caused. In order to reach an amicable resolution, DriveTime has agreed to refund the $500deductible to our customer. DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact 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 August 12, 2013, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2006 Dodge Magnum. The vehicle came with a 3 year/36,000 mile...

limited warranty at no additional cost. Included is a copy of the DriveCare Limited Warranty agreement and Simple Interest Retail Installment Contract.On August 26, our customer contacted us regarding issues with the wheel bearing and the alignment of the vehicle. We advised our customer the wheel bearing is a covered component per the limited warranty agreement, however, the alignment is not a covered component. Our customer stated he was overcharged for his vehicle and he was not aware of the price or annual percentage rate (APR) at the time of sale. We advised our customer the sales price and APR of the vehicle are located on the retail installment agreement, which was signed at the time of sale. Our customer stated he was unaware the sales price was on the retail installment agreement until after he left the dealership. We advised our customer he had 5 days to review his contract and return his vehicle if he was uncomfortable with the terms in the contract. Our customer claimed he was not aware of this option. We advised our customer the vehicle return program is disclosed on the second page of the "What You Need to Know About Financing a Vehicle with DriveTime" document and the second page of the Retail Purchase Agreement under the "vehicle return program" section. Our customer signed and agreed to both documents at the time of sale. I have included the "What You Need to Know About Financing a Vehicle with DriveTime" document and the Retail Purchase Agreement for your reference.DriveTime customers are given a Simple Interest Retail Installment Contract at the time of sale. On the first page of the Simple Interest Retail Installment Contract, the annual percentage rate, finance charge, amount financed, and total of payments, total sale price and a payment schedule are clearly outlined, as required by the Federal Truth in Lending Act. DriveTime’s vehicle pricing is subject to several factors, including price of purchasing and reconditioning the vehicles for sale. DriveTime does not compete on price, nor do we hide it. DriveTime offers a 5-day vehicle return program that allows our customers to bring their vehicle back to the dealership and return it for a refund, exclusions and terms apply.The Simple Interest Retail Installment Contract applies payments accordingly. If a customer pays late, more interest is due for each day late. When a customer pays late, a higher amount of interest is paid first and then whatever is left will reduce the loan balance. As a result, a higher loan balance is left after the late payment. If the next payment is on time, more of the payment will go to interest on the remaining payments, because the interest is being charged on a higher balance than we scheduled. A copy of our customer’s payment history has been included for your review.On January 17, 2014, we contacted our customer and offered a settlement to waive his deficiency balance and delete the trade lines from his credit report. In exchange, our customer would need to release possession of the vehicle to DriveTime. Our customer declined our offer.At this time, DriveTime is unable to accommodate our customer’s request to adjust the contract or to exchange vehicles.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] Customer Relations Specialist