DriveTime

To Whom It May Concern:

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Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
DriveTime encourages our customers to research all aspects of the vehicle, including the purchase price, prior to purchasing. Our customers have the option to place a deposit on a vehicle they are interested in, in exchange DriveTime will hold the vehicle until the customer is ready to purchase. If our customers decide not to purchase the vehicle, the deposit placed to hold the vehicle is fully refunded in the form it was paid.
On December 12, 2015, our customer placed a deposit of $200.00 on a vehicle he was interested in purchasing.
On December 19, 2015, our customer opted to cancel the hold on the vehicle he was interested in.
When a deposit is placed on a vehicle with a credit card and is later cancelled, DriveTime requires our customers to return to the dealership, with the credit card used, so a full refund can be processed.
On January 11, 2016, DriveTime contacted our customer and advised him to visit our local lot, with the credit card used to place the hold on the vehicle, so DriveTime may provide him will a full refund of his deposit.
At the time our customer opted to cancel the hold, our local lot representatives were unaware that he had placed the hold on the vehicle using a credit card. Thus, our customer’s refund was not processed at that time the cancellation took place.
We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has sent our customer a $25.00 American Express gift card to the address provided.
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

We would have gladly taken our trade back however they had already gotten rid of our vehicle. Again forcing us to stay in the vehicle we signed the contract on. We could not have taken that $800 and gotten a vehicle anywhere else and also they did not take into consideration that they drove the vehicle from Gainesville, FL to orlando and that an employee was driving the vehicle. So therefore we were considered over mileage when we returned in less than a week. We have definitely learned our lesson and will not steal with this company again. Again the company refuses to accept responsibility won't even apologize, just placing blame. Not good customer service at all

Good Morning [redacted],I just got off the phone with Ms. [redacted] of an update from her bank.  On March 24, Ms. [redacted] and I did a three way call with her bank. We provide a reference number from our bank, indicating we refunded her funds to her bank. The bank needed to do further research on their end.  Today, Ms. [redacted] informed me her bank located the funds, $1,000, that we had credited to her account in mid-February.  I advised Ms. [redacted] that I would notify the Revdex.com that we resolved this matter. Thank you,[redacted]

April 16, 2015

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Lyndsey Mullens
Revdex.com
Ph. ###-###-####
Fax ###-###-#### 
 
Re: Complaint # [redacted]
 
Dear Ms. Mullens,
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On October 24, 2011, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Chrysler Town & Country. 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 [redacted] and [redacted], and they have uploaded our customers’ account information for public viewing. We anticipate the enhancements with Transunion will be completed no later than the end of May.
 
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.
 
According to our records, we are reporting our customer’s information accurately to the three major credit bureaus at this time. On April 15, 2015, we sent a credit rating letter with our customer’s account information and credit standing to the address on file. This letter can be used as a reference by potential creditors, should our customer need to apply for credit.
 
On April 16, 2015, we attempted to contact our customer to discuss her concerns. We will continue our efforts to get in touch with her. We encourage our customer to contact our Customer Relations department at ###-###-####.
 
At this time, we are unable to accommodate our customer’s request for DriveTime to remove her account from her credit reporting. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has credited $25 towards her 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 May 11, 2009, our customer entered into a Simple Interest Retail Installment contract with DriveTime when he purchased a 2006 Ford F150. Attached you will...

find the Simple Interest Retail Installment for your reference. We have made several unsuccessful attempts to contact our customer. On October 22, 2014, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to him. We encourage our customer to contact DriveTime at ###-###-####, to address his concerns.
After becoming aware of our customers’ concerns, DriveTime researched the manner in which we are reporting on their credit history. At this time, we are reporting accurately as a "paid charge off" to all three (3) major credit bureau agencies.
As a goodwill gesture, DriveTime has mailed a $25 [redacted] gift card to our customer’s address on file.
DriveTime thanks the [redacted] for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
DriveTime
Customer Relations

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

The reason we have rejected the business response is because they stated that after they gave us a $100 credit to apply towards our first payment that we were satisfied with that resolution. We are not satisfied with it at all! This was the only resolution offered to us. After speaking with the general manager at the drive time location, we were told we either take the $100 credit or return the vehicle and it would be a voluntary repossession. We had to take the credit because it was our only option. We don't want this vehicle nor do we want to do business with drive time at all at this point. 

Regards,

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

At this time, DriveTime has reached out to our customer and come to an amicable resolution.  We have authorized our customer to exchange her vehicle for a different one of her choosing.

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,

Customer Solutions Analyst

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 03, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Toyota Camry. Attached you will...

find the Simple Interest Retail Installment Contract for your reference. On July 06, 2015, our customer contacted DriveTime stating she received an insurance check for repairs on her vehicle. Our customer informed DriveTime she deposited the check into her bank account but now the bank is holding the funds until a representative from DriveTime can go into the bank to endorse the check. We informed our customer we are unable to accommodate her request, as she would need to send the check to DriveTime for proper endorsement. Once DriveTime receives a repair invoice, before and after photos of the vehicle, and confirmation from of completed repairs, DriveTime would then be able to endorse the check and send it directly to the repair facility that completed the work. If there were any remaining balance from the insurance check, DriveTime would apply the funds directly to our customer’s principal balance. Please refer to page two (2) of the Simple Interest Retail Installment Contract, under the section labeled Security Interest, it states: "To secure your obligations, you give us a "first priority" security interest in the Vehicle, all accessions, attachments, accessories and equipment placed in or on the Vehicle and all proceeds of the Vehicle…" At this time, DriveTime is unable to send a representative to our customer’s bank to endorse the insurance check. Our customer would need to dispute with her financial institution that accepted the insurance check without the proper signature from both parties. If our customer choses to return her vehicle, she would still be responsible for the remaining principal balance of her loan. It would also have a negative impact on our customer’s credit reporting and would report as a voluntary repossession. 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 March 18, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2004 Dodge Durango that came with a limited warranty...

administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease and the Life of Lease Limited Warranty agreement for your reference.

On April 2, our customer contacted Aeverex regarding her vehicle making a noise while turning. Aeverex referred our customer to the nearest repair facility to have the vehicle diagnosed.

On April 3, the repair facility contacted Aeverex recommending the lower ball joints, rotors and brake pads be replaced and to have an alignment performed. The lower ball joints were covered per the limited warranty and the alignment was covered as an exception through Aeverex. The repair facility determined the brake pads and rotors are a noise concern and are not a failure. The 30 day/1,500 mile limited warranty excludes all noise concerns

On April 12, our customer contacted Aeverex stating her vehicle was still making a noise while turning. Aeverex referred our customer to the nearest repair facility to have the vehicle diagnosed.

On April 16, the repair facility contacted Aeverex recommending the wheel bearings be replaced. The wheel bearings were approved per the limited warranty, however our customer did not return the vehicle to the repair facility to have the repairs completed.

 

On April 18, our customer contacted us requesting a rental vehicle. We informed our customer the Life of Lease Limited Warranty agreement does not provide rental assistance.

On April 19, our customer contacted Aeverex requesting to have the vehicle repaired at an out of network repair facility. Aeverex informed our customer of the $200 deductible required when utilizing an out of network vendor. The deductible requirements are listed on page one of the Life of Lease Limited Warranty agreement. A copy of the Life of Lease Limited Warranty agreement has been included for your review.

On April 19, the out of network repair facility contacted Aeverex recommending the wheel bearings and lower ball joints be replaced and to have an alignment performed. The claim was fully approved per the limited warranty agreement.

We have made several attempts to contact our customer to address her concerns, but have thus far been unsuccessful.

DriveTime and our vendors strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. We apologize for any inconvenience or confusion our customer may have received. At this time, DriveTime is unable to accommodate our customer’s request.

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

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

Sincerely,

DriveTime

Customer Relations

At the...

time of sale, our customer agreed to make 149 bi-weekly payments of $193.14 beginning on April 12, 2013 with one final payment of $192.65 on December 28, 2018.   On November 20, 2013, we provided our customer with a frequency change from bi-weekly to semi-monthly. Attached you will find the Modification Agreement where she agreed to make 133 semi-monthly payments of $210.09 beginning on December 1, 2013 and one final payment of $209.80 on June 16, 2019.   We have not been able to contact our customer. We will continue our efforts to contact her in attempt to address her concerns.

August 15, 2014  [redacted]Revdex.com[redacted]

[redacted] Re: Case#[redacted] Dear [redacted]  Thank you for bringing thismatter to our...

attention. We appreciate the opportunity to address ourcustomer’s concerns.  On July 14, 2014, our customerentered into a Cancel Anytime Lease Contract when she leased a [redacted]that came with a limited warranty. Included you will find the Cancel AnytimeLease and the limited warranty agreement for your reference. On August 13, 2014, we contactedour customer regarding her concerns with her vehicle needing a new transmission.The limited warranty covered the repairs, and a new transmission for thevehicle. As a good will gesture, we offered our customer a rental vehicle atour cost while her car was experiencing repairs. Our customer declined ouroffer.  On August 13, 2014, we reached anamicable resolution. We will apply a per diem credit to her account for thedays that the vehicle is at the repair facility.  As a goodwill gesture, DriveTimehas applied a $25 credit to our customer’s principal balance. DriveTime thanks the BetterBusiness Bureau for their ongoing support. Should you have any questions orconcerns, please contact us by calling us at [redacted].  Sincerely,  [redacted]CustomerRelations Specialist

January 21, 2016

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 August 05, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Kia Spectra. Attached you will find the Simple Interest Retail Installment Contract for your reference.

On September 21, 2015, DriveTime sold our customer’s loan to a third-party collections agency with no affiliation to DriveTime. At that time, all documentation associated with our customer’s vehicle was transferred to the third-party collections agency.

On January 5, 2016, our customer contacted DriveTime to advise she had been involved in a total loss accident and needed the title for the vehicle. We advised our customer that DriveTime had sold her loan to a third-party collections agency and was no longer in possession of the title.

Later that day, our customer contacted DriveTime to request that we send a lien release on the vehicle to her local Department of Motor Vehicles. We advised our customer that since DriveTime was no longer the lienholder on the vehicle, we would not be able to provide a lien release.

DriveTime has made multiple attempts to contact our customer to address her concerns. At this time, DriveTime is working toward finding a resolution to assist our customer with this matter. We will continue our efforts to contact our customer and reach an amicable resolution.

We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has sent our customer a $25.00 American Express Gift Card.

Should you have any questions or concerns, please contact DriveTime Customer Relations at [redacted]
Sincerely,

DriveTime Customer Relations
Tell us why here...

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

On March 5, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2008 Dodge Nitro....

The vehicle came with 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 10, 2014, we contacted our customer and reached an amicable resolution. Our customer did not utilize her service contract and paid out-of-pocket for various repairs. DriveTime reviewed the out-of-pocket expenses and reimbursed our customer $683.79 for components that would have been covered under the service contract.

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

January 21, 2016

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Revdex.com

Re: Complaint # [redacted]

Dear Ms. [redacted]

Thank you for bringing this matter to our attention.
On February 20, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Ford Escape. Attached you will find the Simple Interest Retail Installment Contract for your reference.
On January 11, 2016, at 121 days past due, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered. Please refer to page 3 of the Simple Interest Retail Installment Contract under “Default”:
“You will be in default if you do not make any payment in full when such payment is due….
If you are in default… we may take back (repossess) the Vehicle.”
On January 12, 2016, the vehicle was recovered. That same day, our customer contacted DriveTime in regard to redeeming the vehicle. At that time, we advised our customer we would process a loan modification to defer six payments to the end of her loan. Our customer was advised she would be responsible for paying the remainder of her past due balance, any fees associated with the recovery of the vehicle and any storage fees to be paid to the third-party recovery agent.
On January 16, 2016, DriveTime contacted our customer and addressed her concerns. We advised that after further review, our customer was advised of all fees associated with the recovery of the vehicle. As a result, DriveTime is unable to assist our customer with the storage fees associated with the recovery of the vehicle.
As a goodwill gesture, DriveTime has applied a $25.00 credit toward 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
Tell us why here...

I did not receive anything from the person I talked to help me in any way I feel this poor customer relations.
 
Brenda Sims

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On December 20, 2013, our customer entered into a Simple Interest Retail Installment contract. Included you will find the Simple Interest Retail Installment contract for your...

reference.On September 5, 2014, we reached out to our customer to discuss his concerns. Since the vehicle had been sent to auction while his modification and payment was being processed to redeem the vehicle, there was a transportation cost that was incurred in the amount of $204.00. We requested a receipt or evidence of payment for the out of pocket costs our customer paid due to the vehicle being transported in the meantime.We are currently working towards an amicable resolution with our customer once we have received the receipt.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,DriveTimeCustomer Relations

Please see the attached PDF for the full Response.
On August 5, 2016, we spoke with our customer to address her concerns. She stated that she had out of pocket repair expenses and wished for DriveTime...

to assist. We encouraged our customer to provide us with any documentation for review and the options for possible reimbursement.   On August 9, 2016, we contacted our customer to address the concerns in her complaint. As a gesture of goodwill, we will reimburse for her out of pocket repair expenses in the amount of $234.77. Our customer stated that she wished to exchange the vehicle or receive a full refund of all monies paid toward the loan. We advised that we would be unable to accommodate her request to exchange the vehicle nor would we be able to offer her a full refund.   Should our customer no longer wish to continue business with DriveTime, we will extend an offer to rescind her contract, delete her trade line, and refund her down payment in full of $600.00. In addition, our customer will be required to sign a Full Settlement and Release of Claims to take advantage of our offer. This offer will expire August 24, 2016. Should she wish to stay in the vehicle, DriveTime will offer 4 days of rental reimbursement at a daily rate of $25.99. This will provide the OEM the opportunity to address and possibly duplicate the issues reported. At this time, our customer has declined our offers and wishes to continue working with the Revdex.com.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On December 3, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Honda Insight. Attached you will find the Simple Interest Retail Installment Contract for your reference. On May 13, 2014, DriveTime made an exception for our customer to re-contract in order to accommodate her request to cancel the Skylink GPS Service. The Skylink GPS Service was an optional product at the time of our customer’s purchase and was not refundable. At the time of the re-contracting, the information submitted to the [redacted] was missing our customer’s name. On December 18, 2014, our customer went to the [redacted] and attempted to submit the "Statement of Ownership". The [redacted] rejected the "Statement of Ownership" and stated that DriveTime needs to resubmit the title with the new contract plus a $10.00 titling fee. In addition, DriveTime is making an exception to pay to re-register the vehicle for $475.00 to ensure there are no more delays. On December 22, 2014, we informed our customer that the required information and check was overnighted to the [redacted] on December 19, 2014. We informed our customer that we are waiting for the [redacted] to complete the process. 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

Re: Complaint # [redacted] Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On October 5, 2013, our customer entered into a Simple Interest Retail Installment Contract with...

DriveTime when she purchased a 2009 Chevrolet Impala. Attached you will find the Simple Interest Retail Installment Contract for your reference. On May 12, 2015, at 64 days past due, DriveTime granted our customer three monthly payment deferments to assist her with bringing her account current, as she had been unable to make payments while she had been on leave from work. Due to multiple instances of late payments and non-sufficient funds from past payment attempts, our customer had accrued $80.00 in late fees. These fees remained part of our customer’s past due balance after the deferments were applied. On June 8, 2015, our customer’s monthly payment of $361.83 came due. In addition to the $80.00 in late fees, our customer still owed $.30 toward the last payment that had come due before the deferments were applied. This left our customer’s new past due balance at $442.13. Our customer made a payment of $186.00, bringing her past due balance down to $256.13. On June 9, 2015, our customer contacted DriveTime with concerns about the amount she was past due. Our customer stated she did not believe she should be $256.13 delinquent and would fax in receipts proving that she had made the payment of $186.00. On June 11, 2015, DriveTime contacted our customer and explained that payment deferments do not move fees to the end of the loan, so our customer’s account had a remaining delinquent balance of $80.00 due to late fees. Our customer advised that she did not want her payment to be applied toward the late fees on her account. DriveTime advised that due to the fact the late fees had been owed for the longest amount of time, her payment would be applied to those charges first. Our customer advised she would pay the remainder of her past due balance on June 26, 2015; we informed her that this delay could cause further late fees to accrue. On page one of the Simple Interest Retail Installment Contract, under “Late Payment,” it is stated: “You must pay a late charge on the part of each payment not made within 10 days after the date the payment is due. The charge is 5 percent of the late amount or $30.00, whichever is Less.” Also, on page two of the Simple Interest Retail Installment Contract, under “Finance Charges,” it is stated: “We will apply payments to late charges, finance charges and to the unpaid balance of the cash price and other charges in any manner we choose unless we are required by law to apply payments in a particular order.” On June 18, 2015, we contacted our customer and came to an amicable resolution. At this time, DriveTime has applied an $80.00 credit toward our customer’s payments as a one-time goodwill exception. In the future, our customer will be responsible for any late fees that may accrue. DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at ###-###-####. Sincerely,[redacted].DriveTime Customer Relations

This company is a crock and they lie to people to get them to buy a vehicle from them. I am not paying them a dime more for a car that is only worth 6500 and I no longer have. They are ripping people off and they need to be stopped. I have done some research on this company and I am not the only one that feels this way, there have been numerous reports of different problems they have had in the past and they have not fixed the problems. There sales people needs to be better trained and they need to make sure the give in full detail about the contract you are signing.(That was not given to us in full detail and if it was I would have never bough a car from them with that high of an interest rate). I now a lot of people that have dealt with them in the past and had nothing but problems out of them. I want them to completely leave me and my family alone. They have there car and made there money off from it. They want me to pay over 30,000.00 for a car that is only worth 6500.00 they are out of there minds. If this does not stop I will start blogging on line with everyone else about how they treat there customers and how they lie to everyone. I am done with this company forever. You know the old saying word of mouth is the best advertising you can have. We are not going to pay them anything else and we what this gone not owed and they leave use alone.