DriveTime

March 5, 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.

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.

On December 27, 2013, our customer purchased a vehicle and returned it the same day. Our customers have five business days from the date of purchase to return vehicle for a full refund of their down payment, minus $1.00 per mile in excess of 300 miles. Our customer took advantage of this program and returned the vehicle same day.

DriveTime’s policy is to dispose of the contract if it is rescinded the same day. We keep a copy of the credit application for 45 days in the event our customer would like to purchase another vehicle in the future.

On January 21, 2014, our customer contacted us and claimed that DriveTime withdrew $459.89 from his bank account.

On January 23, we requested that our customer provide us with a copy of the bank statement showing the withdrawn funds. We advised him if he provided the bank statement, we would reimburse him. DriveTime never received the bank statement.

We made several attempts to contact our customer from January 30, 2014 to February 5, 2014, but were unsuccessful.

On February 12, 2014, our customer contacted us stating he sent a bank statement and would like his refund within 48 hours.

On February 13, we confirmed with our customer that he had placed a stop payment on the [redacted] payment. The stop payment prohibited DriveTime from receiving these

funds. We offered to reimburse our customer for any fees that were associated with placing a stop payment. He declined our offer.

On February 17, our customer contacted us stating he would like $2000 as a resolution. We advised we are unable to accommodate his request and offered to reimburse him for any fees associated with putting a stop payment on his bank account. Our customer declined our offer.

DriveTime’s position remains, we are unable to accommodate our customer’s request to pay him $2000.

As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] 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,

 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.- At the time of Sale, Drivetime’s Salesman & Auto Technician verbally assured me that the smell I was experiencing was merely dust and I had no cause to worry. I THEN signed the Vehicle inspection checklist.
- The vehicle inspection checklist in question has no area for transmission components. The issue at hand surrounds the vehicle’s transmission. This would lead me to believe the transmission was never inspected prior to sale.
- Ms. [redacted] stated that no payment had been received as of 2/23/15. That is totally and 100% untrue. After my conversation with DriveTime on 2/18/15, I immediately made payment for $249.48 though my bank. Payment was received by DriveTime that same day. See payment receipt attached. This false information brings the validity of every other statement Ms. [redacted] has made into question.
- At this point the vehicle is still in the shop for repairs. It has been in the shop for 15 out of the 35 days since first acquiring it. 
- A refund, minus a prorated charge for the time without said vehicle is the best way to end this dispute. 
Regards,[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn May 17, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 Hyundai Accent. Our Customer also opted to...

purchase a 60 month/50,000 mile Vehicle Service Contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.At the time of purchase, our customer signed and reviewed the Vehicle Service Contract. On page 7, under subsection How This Contract May Be Cancelled Including Refunds and Charges it states: “In states where cancellation is available, you may receive a Partial Refund… Upon your cancellation, provider will, through Administrator, provide your refund within the Refund Period.”Additionally, on Page 5, under subsection Definitions it explains:“’Refund period’ means forty-five days from the date of Administrator’s receipt of your cancellation notice.”Attached you will find the Vehicle Service Contract for your reference.On February 16, 2015, our customer contacted DriveTime and informed us his vehicle was involved in a total loss accident on February 4, 2015. We informed our customer to have his insurance contact DriveTime and informed our customer he is still responsible for payments on his loan until both the insurance check and GAP check is received.On February 17, 2015, our customer contacted DriveTime for a status update regarding the total loss process. We informed our customer we are waiting for the insurance check to apply to his account. Our customer was informed he would be eligible to get into another vehicle with DriveTime, once the insurance check was received.On March 3, 2015, DriveTime received the insurance check and applied it to our customer’s principal balance. DriveTime then sent paperwork to begin the GAP insurance process.On March 13, 2015, our customer contacted DriveTime for a status update regarding the GAP insurance process. We informed our customer that there is a waiting period for GAP insurance to apply to the remaining balance on his account. We also informed our customer he did not have to worry about the remaining balance, as his GAP insurance would be applied.On April 7, 2015, our customer contacted DriveTime for a status update regarding the GAP insurance process. We informed our customer that we have not received information regarding his GAP insurance. We informed our customer that there will not be any negative implications reported to his credit while we wait for GAP to apply.On April 17, 2015, our customer contacted DriveTime for a status update regarding the GAP insurance process. We informed our customer that GAP coverage would not apply because the refund amount for his Vehicle Service Contract cancellation would cover the remaining balance of the loan.On May 29, 2015, we contacted the authorized third party on our customer’s account to discuss our customer’s concerns.  We verified a refund check would be cut and mailed overnight for the Vehicle Service Contract and GAP overages. We informed the authorized third party the check could possibly take until Tuesday, June 2, 2015, to get to our customer’s address.On June 10, 2015, we attempted to contact our customer to discuss his concerns. We spoke with the authorized third party and informed her our customer will need to contact our Customer Relations Department to ensure all credit reporting is being reported accurately.As a goodwill gesture, DriveTime has sent a $25 American Express gift card to our customer’s 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,[redacted]DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On January 5, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Buick Lacrosse. The...

vehicle came with a 3 year/36,000 mile Limited Warranty, administrated by [redacted]. Attached you will find the Simple Interest Retail Installment and Limited Warranty for your reference. On January 30, 2015, we reached out to our customer to address her Revdex.com complaint. Our customer stated she would have to pay $1700.00 out of pocket to fix her vehicle due to the parts not being covered by the warranty. We advised customer that the shop did not call in the diagnosis for [redacted] to assess the repairs needed. Our customer stated she is going to pay the shop and pick up her vehicle today. Our customer also stated that due to this extensive repair, she has not been able to make payments towards her account. We advised our customer we would reach out to [redacted] to acquire the estimate for possible assistance.
On February 3, 2015, our customer advised us that she paid the balance due to the shop and retrieved her vehicle. We advised our customer that we would assist with her past due account balance of $1777.58. We made the exception to credit our customer’s account $895.02, which is half of the repair cost our customer paid out of pocket. We also offered a two-payment deferment that would bring the past due balance current.
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,
DriveTime
Customer

Dear Ms. [redacted],

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

On November 1, 2014, our customer visited a DriveTime Dealership and was approved for financing. The approval is subject to...

our receipt of documentation from our customer that allows us to verify the identity of our customer and the accuracy of the information provided to us, including proof of income, proof of residence, and driver’s license. Attached is the "Get Approved Form" our customer signed and reviewed, which he agreed and gave authorization to the following:

? Agreed to submit an application for credit with DriveTime and may be shared and use by affiliates and joint marketing partners.

? Authorized us to obtain credit or similar reports

? Agreed to receive automated telephone calls, voice messages, text messages, emails, or other electronic messages.

On November 5, 2014, our customer contacted the DriveTime Dealership and advised he had purchased a vehicle elsewhere. Since then DriveTime has not attempted to contact our customer.

As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card.

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 23, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2006 Dodge Stratus. Our customer also...

purchased a 5 year/ 50,000 mile service contract administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract and the Aeverex Protection Plan Vehicle Coverage 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 sales 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. Additionally, 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.

On July 16, 2014, we contacted our customer to address her concerns. We recommended our customer have the vehicle diagnosed at a repair facility. Our customer stated they would take the vehicle over the weekend.

On July 21, 2014, we followed up with our customer to determine if she took the vehicle to a repair facility to have the vehicle diagnosed. Our customer informed us she did not take the vehicle to a repair facility and could not provide us with a period for when they would be able to have the vehicle diagnosed. We advised our customer to contact us at ###-###-#### after having their vehicle diagnosed and filing a claim with Aeverex. We will determine what options for assistance are available once we receive a claim for the current mechanical issues.

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 ###-###-####.

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 November 07, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2005 Dodge...

Durango. Our customer also purchased a 5 year/ 50,000 mile service contract administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract and the Aeverex Protection Plan Vehicle Coverage agreement for your reference. On July 21, 2014, DriveTime contacted our customer to address her concerns. At this time, we are currently working with our customer 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 ###-###-####. Sincerely, DriveTime Customer Relations

January 7, 2015
[redacted]
Revdex.com
Ph. ###-###-####
Fax ###-###-####
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 December 18, 2013, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2006 Volkswagen Jetta. Our customer also elected to purchase the 3 year/36 month Limited Warranty administered by [redacted]. Included you will find the Simple Interest Retail Installment Contract and Limited Warranty for your reference.
In April of 2014, our customer contacted [redacted] in regards to the vehicle smoking and having a no start issue. [redacted] referred our customer to two different shops to get a diagnostic completed. A claim was not called into [redacted] from any repair facility; therefore, we were unable to address any issues the repair facility found. Our customer contacted Averex and advised that he paid for the repairs himself. He was informed to fax in his invoice to be reviewed for possible reimbursement by the [redacted] claims department.
On December 22, 2014, the vehicle needed a transmission replacement that was approved through [redacted]. An intake manifold assembly, intake gasket, and throttle gasket were needed as well but are not covered under the warranty.
We have been unable to contact our customer regarding his complaint. At this time, we are unable to refund his money back. However, we ask our customer to contact us at the number below to go over the following option we can provide:
? -Our customer needs to pay the $600.00 past due balance. Our customer "charged back" his $600.00 down payment on March 3, 2014 that was never repaid. Therefore, the down payment still needs to be paid to the account.
? -Once the $600.00 is paid, we will be able to authorize $600.00 in repair assistance for the two non-covered components needed.

? -Our customer will be responsible for the remaining $402.28 for repairs based off the estimate received from the repair facility. To assist with our customer having to come out of pocket for this repair, we could offer a two-payment deferment.
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

October 12, 2015

Revdex.com
Ph. (602) 212-2232
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 readdress 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 support. DriveTime strives to make each customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respect.

On November 12, 2012, our customer contacted DriveTime with concerns about the vehicle. We referred our customer to an in-network repair facility to have the vehicle diagnosed.

On November 19, 2012, an in-network repair facility filed a claim with DriveTime for valve cover gaskets, calipers, motor mounts, sway bar links, and outer tie rod ends. DriveTime approved the valve cover gaskets under the terms of the DriveCare Limited Warranty.

That same day, our customer contacted DriveTime regarding the non-covered repairs. We advised him that these repairs had not been approved as they were not covered under the terms of the DriveCare Limited Warranty. We advised our customer that if he elected pay out-of-pocket for the non-covered repairs, we would provide him with payment deferments as an option for assistance.

On November 29, 2012, our customer returned the vehicle to the DriveTime dealership where he purchased, as he did not wish to pay for the non-covered repairs.

On September 2, 2015, DriveTime contacted our customer and offered him a 10% settlement in which he would be required to pay $920.76 to DriveTime to settle his loan. In exchange, DriveTime would waive his deficiency balance of $8,924.40 and delete his trade line from all three major credit bureau reporting agencies. However, our customer declined this offer.
On September 11, 2015, after further review of the situation, we contacted our customer and offered him an alternative settlement. We advised our customer that should he be willing to enter into a Full Settlement and Release of Claims, we would waive his deficiency balance and delete his trade line, leaving him with no further monetary responsibility to DriveTime.

On September 23, 2015, our customer contacted DriveTime about the abovementioned settlement offer. He advised he would like to review the settlement before agreeing to any terms. We advised we would send him a copy of the settlement for his review.

On September 28, 2015, a copy of the Full Settlement and Release of Claims was sent to our customer’s address on file. This settlement agreement listed an expiration date of October 31, 2015. Once DriveTime has received a copy of this settlement that has been accurately signed and dated by our customer and the primary account holder on his loan, we will waive his deficiency balance and delete his trade line from the three major credit bureau reporting agencies, per our agreement.

At this time, we are unable to accommodate our customer’s request to have all monies he paid toward the vehicle refunded to him. We apologize for any confusion or inconvenience this matter may have caused.

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

Sincerely,
[redacted]
DriveTime Customer Relations

May 28, 2015 [redacted]

[redacted] Re: Complaint # [redacted] Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On...

May 8, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2006 Pontiac Torrent. All lease vehicles come with a Life of Lease Limited Warranty, administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference. On May 16, 2015, a repair facility contacted [redacted] and recommended the following repairs: ? Radio/CD Player/AMP ? Driver’s Seat Tracks ? Fuel Injection Flush ? Brake Pads [redacted] approved the brake pads under the Life of Lease Limited Warranty and recommended the vehicle be taken to a manufacturer dealership to address the Radio/CD player. Later that day, our customer contacted DriveTime with concerns that there are additional repairs that are needed for the vehicle that are not being addressed. We informed our customer that if there are additional repairs needed for the vehicle, the repair facility would need to contact [redacted] and report the additional repairs. On May 18, 2015, a repair facility contacted [redacted] and recommended the following repairs: ? Front Rotors ? Right Lower Ball Joints Later that day, our customer was offered to terminate the current Closed End Motor Vehicle Lease Contract for her current vehicle and get into a different Closed End Motor Vehicle Lease Contract with DriveTime with no additional fees associated. On May 22, 2015, our customer accepted our offer and leased a 2007 Nissan Altima. We apologize for any confusion or inconvenience this matter may have caused. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]. 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 July 20, 2013, our customer entered into a retail installment contract when she purchased a 2005 Mazda Mazda3. The loan came with a 3 year/36,000 mile limited...

warranty, administered by Aeverex. The retail installment contract and the limited warranty agreement are included for your reference.

We have been in contact with our customer and have reached an amicable resolution. We have agreed to reimburse our customer for her repairs, once she is able to provide a copy of her paid receipt(s). The repairs include; caliper, fuel injection cleaning, power steering service, and transmission fluid flush.

As a goodwill gesture, DriveTime credited $25.00 principal only payment 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 [redacted].

Sincerely,

DriveTime

Customer Relations

[redacted] December 17, 2015RevDex.comPh.

(602) 264-5299Fax

(602) 263-0997  Re: Complaint

# [redacted]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 2010 Chevrolet Malibu. Attached you will find

the Simple Interest Retail for your reference. When an account becomes

delinquent, DriveTime will attempt to contact the customer to aid in curing the

delinquency. One way to do this is by setting a “promise to pay.” When a

customer sets a promise to pay, collection efforts cease until the promise to

pay date. However, a promise to pay cannot be made more than two weeks in the

future without manager approval. On December 2, 2015 we contacted

our customer in an attempt to cure the delinquent balance. At that time, the

account was 2 days past due. Our customer advised DriveTime she was unable to

make her regularly scheduled payment and would need to make a double payment at

the end of December. We asked if our customer would be able to make weekly

payments of $100 instead. Our customer was unable to meet this request. We

advised our customer collections attempt would continue.  On December 7, 2015, we

contacted our customer again in an attempt to cure the delinquent balance. Our

customer advised she had already made payment arrangements with the last

representative. We advised our customer that while we do notice the previous

notations, we are unable to make payment arrangements more than two weeks in

advance. At this time, our customer is

currently 14 days past due. DriveTime has made multiple attempts to contact our

customer in regards to her concerns. Attempts to contact our customer will

resume in order to come to an amicable resolution. As a goodwill

gesture, DriveTime has set a manager approved promise to pay for $1,011.44 on

December 31, 2015. We apologize for any inconvenience or confusion this matter may have

caused. DriveTime has applied a $25.00 credit towards 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, Camille R. DriveTimeCustomer

Relations

May 30, 2014
 

0in 0in 0pt;">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 customers’ concerns.
 
On May 9, 2013, our customers entered into a Simple Interest Retail Installment Contract when they purchased a 2011 Chevrolet Aveo. Our customer, the co-buyer, also signed a “Notice to Cosigner,” which discussed his responsibility on the loan.  Included you will find the Simple Interest Retail Installment Contract and “Notice to Cosigner” for your reference.
On May 29, 2014, DriveTime reviewed all recorded conversations with our customers between May 17, 2014 and May 24, 2014 to ensure the quality of service. We found the following to be true:
·         On May 20, 2014, our customers’ account was three days past due.  A courtesy call was placed to our customer, the co-buyer, who advised us we would need to speak with his wife, the buyer.
·         On May 22, 2014, our customers’ account was five days past due.  A courtesy call was placed to our customer, the co-buyer, and we were advised we should speak to his wife, the buyer.  We advised our customer that he is equally responsible on the loan as the co-buyer.
·         On May 24, 2014, our customer, the buyer, contacted us.  She stated the agent who had spoken to the co-buyer had threatened their family.  This was the first contact we had with the buyer since our customers’ account had become delinquent.
The actions described in our customers’ correspondence are clearly not in keeping with DriveTime's set standards of service and support.  DriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect.  Our collections department is designed to work with the customer as well as collect delinquent payments.
We have made several attempts to reach our customers to address their concerns, but have been thus far unsuccessful.
As a goodwill gesture, DriveTime has applied a $25 credit to our customers’ 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

September 14, 2015

justify;"> 
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 
 
Re: Complaint # [redacted]
 
To Who It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On February 7, 2014, before purchasing a vehicle with DriveTime, our customer filed for Chapter 7 bankruptcy. This bankruptcy was discharged on May 27, 2014.
 
On March 25, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Ford Edge. Attached you will find the Simple Interest Retail Installment Contract for your reference.
 
In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with the three major credit bureaus, and they have uploaded our customers’ account information for public viewing.
 
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.
 
After a recent extensive review, we determined that there were serious questions about our ability to report bankruptcy accounts accurately. As a result, we were temporarily unable to report accounts with previously filed bankruptcies, in order to ensure no inaccurate reporting occurred. This change was also required to ensure DriveTime was in compliance with the Fair Credit Reporting Act.
 
At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously discharged bankruptcy. This update should reflect on our customer’s credit reporting within 30-60 days. We will be reinstating these trade lines with Experian, Equifax, and TransUnion.
 
We have attempted to contact our customer to discuss his concerns. We encourage him to contact our Customer Relations Department at 800-965-8043, to discuss his concerns further.
 
We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principle balance.
 
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at 800-965- 8043.
Sincerely,
 
[redacted]
DriveTime
Customer Relations

September 27, 2016
 
Revdex.com
Ph. (602) 212-2232
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.
 
After further review, we have offered out customer a settlement with the following terms:
 

Pay our customer $4,497.98.
Waive our customer’s deficiency balance.
Delete her trade line from the three major credit bureaus.
Our customer will return the vehicle to us.
We will do no further business with each other.
 
Our customer has accepted this offer.
 
We thank the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at 800-965-8043.
 
Thank you,
 
Jeremy N.
Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On December 20, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2012 Ford Fusion. Attached you will...

find the Simple Interest Retail Installment Contract for your reference. On February 9, 2015, our customer contacted DriveTime to review options for paying off his loan. We advised our customer that if he wished to cancel the three optional products he had opted to purchase at the time of sale—the Vehicle Service Contract, GAP Coverage, and SkyLink Service (GPS)—he would receive pro-rated refunds  to his account for each of these products. Our customer stated he would wait for these refunds to post to his account and then call DriveTime to find out the amount due to pay off his loan. We advised our customer of the processes for cancelling each of the optional products. On February 20, 2015, our customer contacted DriveTime to cancel the optional products mentioned above. We advised our customer of the proper channels through which he could cancel these products. On February 23, 2015, our customer contacted DriveTime and advised he would be paying off his loan. Because our customer stated he had already cancelled the optional products, he inquired into whether he would receive the pro-rated refunds directly. We advised our customer that refund checks would be sent to him if he were to pay off the loan. Later that day, our customer’s loan was paid in full. On February 24, 2015, our customer contacted DriveTime to check on the status of his refunds. We advised our customer we would refund him for the products once the refunds posted to his account. On March 7, 2015, our customer contacted DriveTime for an update on the optional product refunds. We advised our customer we would research the status of these refunds and encouraged him to follow up the following Monday. On March 12, 2015, our customer contacted DriveTime and was advised that Aeverex—the administrator of the Vehicle Service Contract and GAP Coverage—had never received his cancellation form. We encouraged our customer to contact Aeverex to complete the cancellation of these optional products and advised him the Skylink Service was in the process of being cancelled, as well. On March 17, 2015, our customer contacted DriveTime to find out when he would receive his refunds. We advised our customer that because he had just cancelled the products, the refunds would take some time to process. On March 26, 2015, our customer contacted DriveTime with concerns that while he had received his refund for the Vehicle Service Contract, he had still not received his refunds for the GAP Coverage and SkyLink Service. We advised our customer that we would cut checks in-house for these refunds and would send them to him via certified mail once they were ready. On April 9, 2015, DriveTime attempted to contact our customer regarding a clerical error that had occurred with his refund checks. Unbeknownst to DriveTime’s Accounts Payable department, both of the refund checks had already been processed for our customer; the checks that had been cut in-house were then cancelled to avoid a double payment. We were unable to reach our customer to communicate this error to him. On April 24, 2015, our customer contacted DriveTime to find out why there was a stop-payment on a refund check he had received. We advised our customer of the information above and offered to reach back out to him with more information. Our customer declined this offer and advised we could contact his attorney going forward. Per our records, our customer has cashed the refund checks for both the Vehicle Service Contract and the GAP Coverage. While we show that our customer’s refund check for the SkyLink Service was mailed to him on March 27, 2015, our systems do not indicate that the check has been cashed. On April 30, 2015, we cancelled the active refund check for the Skylink Service and reissued a check request for $457.93 that was to be cut in-house and overnighted to our customer. Our customer should have received this check no later than Tuesday, May 5, 2015. The same day, we contacted our customer and addressed his concerns. We advised him of the above information and encouraged him to contact DriveTime’s Customer Relations Department at ###-###-#### with any further questions or concerns. On May 1, 2015, we received a letter of representation from an attorney in regards to our customer. Moving forward, all outward correspondence from DriveTime will be directed towards our customer’s attorney. On May 4, 2015, we spoke to our customer’s attorney and asked him to provide us with confirmation that our customer had received his check. Our customer’s attorney advised he would contact us once he had received correspondence from our customer in regards to this matter. At this time, we are unable to accommodate our customer’s request of a $5000 check for his hardship. As a goodwill gesture, DriveTime has mailed a $25 American Express gift card to the address on file.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 January 15, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 [redacted] The vehicle...

came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by [redacted]. At the time of sale, our customer opted to purchase a 5 year/50,000 mile Vehicle Service Contract, also administered by [redacted]. Attached you will find the Simple Interest Retail Installment Contract, DriveCare Limited Warranty Agreement, and Vehicle Service Contract for your reference. On February 6, 2015, our customer contacted [redacted] with concerns about the shocks on the vehicle. [redacted] referred him to an in-network repair facility to have the vehicle diagnosed. On February 11, 2015, an in-network repair facility filed a claim with [redacted] for the passenger and driver side front and rear lower control arms, suspension diagnosis, and alignment. [redacted] approved these repairs and fees in full under the terms of the DriveCare Limited Warranty. On March 6, 2015, our customer contacted [redacted] with concerns that the vehicle had stalled. [redacted] referred him to an in-network repair facility to have the vehicle diagnosed and advised they would reimburse up to $75.00 for tow costs under the terms of the Vehicle Service Contract. Later that day, an in-network repair facility filed a claim with [redacted] for the crank sensor, intake runner control, and fuel delivery pump. The fuel delivery pump was approved under the terms of the Vehicle Service Contract, but as the crank sensor and intake runner control are not covered components, these repairs were not approved. No further claims have be filed with [redacted] at this time. We have made several unsuccessful attempts to contact our customer and address his concerns. On August 17, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform him of our attempts to reach out to him. We encourage our customer to contact our Customer Relations department at ###-###-####. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit toward 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

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.On December 13, 2014, my Mother and I visited the Drive Time showroom in Conway, SC. Following is a detail description of the problems I encountered.  Last year I went through bankruptcy. It was a difficult decision at my age but it had to be done. I lost my car in the bankruptcy because the payments were too high for me to afford. I had been paying on my car since 2008, when I bought it, but the finance company said I still owed over $11,000. I had already paid over $25,000 for it, and they still insisted that I still owed them over $11,000.  The price of the car when I bought it was $13,000. Since declaring bankruptcy, I had received about 10 offers to come to other dealers and they would assist me with credit terms and buying a new/used car. The Drive Time showroom was close to our homes, and so we stopped in there.  When I sat down at the desk of the Salesman, [redacted], I told him that I wanted to explain some things to him that may assist in knowing what I was looking for in a car. I explained the following to him as I sat down.  I told him I wanted to make sure that he had a very clear understanding of my situation.  1. I had just gone through bankruptcy which discharged in July, 2014.
2. I had to give up my car in the bankruptcy, because the finance company put me in a payment that was way over what I could pay. The payment was $328. He asked me what kind of payment I was thinking of, and I told him, around $200.00. I explained that I had gotten offers from different dealers that said they would assist me in getting into a car and give me some relief on the payment.
3. I told him that I was disabled and I was only paid once per month in the amount of $1,674. That did not allow me much to put into a car because I had to pay rent, utilities, RX’s, etc.
4. I told him I hadn’t had a car for over a year. My home was close to my Mother and sister, and they took me when I needed to go somewhere. However, I was moving and would no longer be close so they could give me a ride.
5. I was also planning to leave in a couple days to go and spend Christmas with my daughter and her family in New York, and needed a reliable car. Instead of renting one, I decided to put a down payment on a car that I could keep.After going through these points, [redacted] said he would go and get a few cars for me. He pulled up several cars and I looked at them. He told me that I couldn’t afford one of them. One was smaller than what I wanted. I asked if he didn’t have anything else, as there was a lot full of cars. He said he thought he had another one. He came back with a 2007 Ford Escape. I looked it over, and really wasn’t impressed with it. However, it was the size I wanted, so I took it for a drive and decided to take it. It wasn’t until I sat down with one of the manager’s ([redacted]) that I found out the price. I told him that it was too high, but he talked me into taking it. They said that after 4 years, I could get the payment lowered. Also, when signing the agreement, [redacted] gave me a stack of papers. He told me where to sign and initial, and gave a brief explanation, ie, “This just means…”.  For the mound of papers that were signed, he whipped right through them. There was no time to read the entire package.  I thought everything was ok. It wasn’t clean and shiny, but I really needed a car. On the way North, I started noticing things. I stopped for gas and the gas tank would not accept the gas. It kept stopping like it was full.  Every time I stopped for gas, it took me 10 times as long to fill it as it would a regular car.  Other people seeing me having difficulty tried too, but they had the same problem. I began to notice other little things.  I was told several times from other motorists that my rear drivers side tire was low. As I found out, the vehicle was sold to me with a slow leak in the tire. Also, there was only a vanity key, no key that would open all the doors and no remote. Being disabled, this is a big problem. The weather was below zero, with high winds, so that became a problem. Another problem was that the check engine light always stayed on. I kept looking for the cruise control, because I was told this car had it. I told them it was a deal breaker since I was travelling. There was also no light in the back/trunk area. Then the weather stripping came off on the back seat passenger’s side door. I was having a difficult time believing that they sold this car to me in the shape it was in.  When I returned from New York, I had bronchitis and my Mother had pneumonia. I was also moving to a smaller condo the end of the month, so there was really no time to take the car to be fixed. Because I bought it from Drive Time, I couldn’t take it just anywhere to be fixed. I had to call a toll-free number and tell them what was wrong. I did so, in February, after I moved. They told me that they would only repair the gas tank. All of the other things were past the 30day/15,000/mile warranty. (I told them where I was going, but they never said that it would void the warranty). So my warranty expired even before I returned from my trip. We got back later than we wanted to, but my Mother was hospitalized in NY, for the pneumonia. When I was told that they wouldn’t fix the other things, it started to make me feel like I had made a big mistake. After all, I was paying $350/month, for a car that was in disrepair.  I started to have trouble making the payments, which I told them several times, were too high. Even the insurance I got through Drive Time was over $150/month. My driving record is spotless, but I was told since I hadn’t had insurance for a year is why it was more expensive. I didn’t have a car for almost 2 years, so why would I have car insurance? So just for my car payment and insurance, I was paying over $500/month.  I was unable to sleep for worrying what I could do. Every month I fell deeper into debt. I had been trying for a year, since the bankruptcy to get my credit back in good standing, but I was going backward. So, I decided to take the car back to Drive Time. I walked into the dealership and told [redacted], one of the managers, my problem. He went and got a form for me to sign to turn the car back in to Drive Time. [redacted] told me that by signing that form, the payments would stop. I also ask him if it would affect my credit. He told me that since I turned it back within 6 months, that they would do a “rewind” or something. I am not exactly sure of the terminology he used but that is basically how he described it. I asked him if I could get back my down payment. I had $2,500 left to my name and put it all down on the car. He said no, they did not do that. He called the main office and asked them, and put it on speaker so I could hear, and they said the same thing. So, I basically paid over $4,000 for the four months I had the car. I hated to turn it in because I need a car. But with me questioning him, I felt assured there would be no repercussions. My Mother was with me every time I visited Drive Time and she heard all my conversations with them. So you can imagine my surprise, when a week later I received a call from their corporate office asking me if I wanted the car back. I told them not unless the price was adjusted. (I had already looked up the value of that specific car on Kelley Blue Book. KBB said that if it was being sold by a dealer as a used car, the 2007Ford Escape was worth approximately $3,000-$4,500, IF it was in good condition.) They told me that if I didn’t take it back that it would be sent to auction, and sold. Whatever was left on the loan, I would have to pay. I told the woman who called that I was told there would be no further money owed to Drive Time. I also wondered why they were taking it to auction, instead of fixing it and reselling it to someone like they did to me. My loan was for $10,000 plus interest for a car that was only worth $3-4.000. I feel as though they were trying to pass off an inferior vehicle to an unsuspecting customer. I believe that all of the problems that I mentioned should have been fixed before the car was sold. I have bought numerous cars in my life, but have never been sold one that had a list of problems.I have returned the vehicle. They have their property back. I have paid much more than I should have for an inferior vehicle. I was told when returning the vehicle that I just had to sign a form to turn the car back to Drive Time. Even though I asked several times, I was told that it was all I needed to do. There was never any discussion of any detrimental effects to me by turning the vehicle back to Drive Time even though I ask several times if there would be any repercussions. I feel they were negligent for selling an inadequate vehicle. The whole experience has left me feeling that they took advantage of me. In summary, I would like to be released from any further dealings with Drive Time and no adverse entries added to my credit report. I hope this gives you an idea of my situation. If you have any questions, or need further information, please contact me at the places shown below.PS In the letter that they sent to Revdex.com, they said that they had sent a “Notice of Intent” letter, but as of now, I have never received it.

Regards,

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.

We absolutely do not accept the response from Drivetime. Mainly due to the inaccuracies stated by the business. The dates are completely wrong and they have only started contacting us as of YESTERDAY April 13th 2015. Any correspondence that has taken place besides the response to our Revdex.com complaint, has been one sided and made by us. The $100.55 payment in question was derived from the March 6th auto scheduled payment.....WE called about it the following week when we received NSF fees on our account. And they had no problem accepting our 3rd payment totaling $305.55 on March 20th 2015. The dates that have been given by the company are inconsistent with my pay dates, which is something that was told to the company when we received the vehicle. Why would you accept further payments from someone who owes from the last payment and not apply it to the outstanding balance?? Also, now they are willing to drop the $100.55 balance when that's ALL we asked for to begin with!!! It took going to this level for them to be reasonable? So that tells me they could truly careless about their customers or their business.....they care more about a bad rating from the Revdex.com, which is sad and disappointing. We have since had to get another vehicle from a different company and incur another Down Payment. In the time we dealt with Drivetime from January 31st to our last payment on March 20th, we have spent a total of over $1800.....in less than a 60 day period!!! Lease or not, that is absurd!! How is this legal, seriously? And all over $100.55!!!!!

Regards,

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. All 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. DriveTime’s approval process is subject to several factors: down payment, income level, proof of residence, etc. We encourage all our customers to thoroughly review all contract paperwork before signing the contract. On January 16, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Mazda 6. Our customer opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by [redacted]. At the time of sale, she signed an Optional Products Disclosure stating she understood the Vehicle Service Contract was optional at an additional price. Attached you will find the Simple Interest Retail Installment Contract, Vehicle Service Contract, and Optional Products Disclosure for your reference. On page one of 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.”At the time of sale, our customer signed and dated the Customer Delivery Checklist. Attached you will find this document for your review. On March 4, 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. On March 7, 2015, an in-network repair facility filed a claim with [redacted] for an engine replacement. All repairs and diagnostic fees were approved in full under the terms of the Vehicle Service Contract (VSC). Our customer was responsible for a $100 deductible, since she was outside the initial 30 day and 1,500 mile limited warranty. On April 7, 2015, our customer contacted [redacted] with concerns about transmission issues and the vehicle jerking while in operation. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed, and as a goodwill gesture, they agreed to waive the deductible if the repairs were covered under the VSC. To date, no further claims have been filed with [redacted]. On April 21, 2015, we contacted the authorized third party on our customer’s account and addressed his concerns. We are currently working towards an amicable resolution. The authorized third party has agreed to take the vehicle to a repair facility for further diagnosis. Once a claim has been filed with [redacted], we will review options to assist with any non-covered repairs that may be needed. 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]DriveTimeCustomer Relations