DriveTime

August 12, 2016

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Revdex.com
Ph. (602) 264-5299
Fax (602) 263-0997 
 
Re: Complaint # [redacted]
 
To Whom It May Concern,
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our potential customer’s concerns.
DriveTime procures lead information from a number of different sources: our website, third-party partner websites, phone calls to our office, and phone calls or in-person visits to our dealership.
In our potential customer’s case, the lead was procured through our partnership with third-party vendor Quality Leads. DriveTime requires our third party vendors to provide us only with leads where the customer has consented to pull credit and being contacted, and that are otherwise in compliance with all consumer laws, including the Fair Credit Reporting Act (FCRA).
In light of this complaint, we are working to make sure that all of the websites from which Quality Leads obtains their leads have clear authorization from the consumer to pull credit.
At this time, DriveTime is working with all three major credit bureau agencies to remove the credit inquiry from our potential customer’s credit. The inquiry can take up to 15 business days to be removed. DriveTime has made several unsuccessful attempts at reaching our potential customer to inform of this process. We encourage our potential customer to contact Customer Relations with any questions she may have at [redacted]
We apologize for any confusion or inconvenience this matter has caused. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] 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,
 
Jeremy R.
Customer Relations

March 4, 2014

Lyndsey Mullens

Revdex.com

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

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

Re: Complaint # [redacted]

Dear Ms. Mullens,

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

address our customer’s concerns.

On April 1, 2013, our customer entered into a retail installment contract when she purchased 2005 Ford Escape. The vehicle came with a 3 year/36,000 mile limited warranty. Included you will find the retail installment contract and the limited warranty agreement for your reference.

DriveTime’s vehicle pricing is subject to several factors. Included in the purchase price of the vehicle are the following benefits:

? Multi-point inspection

? 3 year/36,000 mile limited warranty

? Rental reimbursement up to $25.99 for every 8 hours (or portion therefore) of labor time required to complete warranty-covered repairs.

? Tow reimbursement, up to $75 per occurrence

? GPS device providing anti-theft services

DriveTime does not compete on price, nor do we hide it. We encourage our customer to research all aspects of their purchase. Our customer had the opportunity to sign and review 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 Contract

Included you will find a copy of the above referenced documents for your review.

DriveTime is unable to accommodate our customer’s request. Our customer’s account is currently 88 days delinquent. It is industry standard to not accommodate requests for title changes when an account is severely delinquent. We have attempted to contact our customer to discuss the matter, but we have not been able to reach her.

We encourage our customer to contact us to discuss amicable payment arrangements, so that we may accommodate her request. We also encourage our customer to contact the limited warranty Administrator, Aeverex, at ###-###-#### regarding her options since she is in an out-of-network area.

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

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

Sincerely,

DriveTime

Customer Relations

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On June 4, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2005 Chevrolet Trailblazer. All...

lease vehicles come with a Life of Lease Limited Warranty, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference.All DriveTime vehicles are thoroughly inspected prior to lease 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 Lease Vehicle Inspection Checklist under Important Reminder, states:"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 leasing."Additionally, on page one of the Lease Vehicle Inspection Checklist under Maintenance Items, states:"…Maintenance items are subject to replacement only upon failure of the component. During the lease these routine maintenance items are the responsibility of the vehicle lessee..."At the time of lease, our customer signed and reviewed the Return Anytime Lease Agreement. On page 3 under subsection 12, subtitled Early Lease End, it states:"You may terminate (end) this Lease early. To do so, you must return the vehicle to us and pay us the amount due at early end…"If our customer chose to return her vehicle to DriveTime, it would not be reported on her credit. DriveTime only reports finance accounts to the three major credit bureaus. As ourcustomer entered into a lease agreement, rather than a purchase agreement, credit reporting would not be applicable for her account activity.On June 10, 2015, our customer contacted Aeverex to notify them of the issues with her vehicle. Aeverex referred our customer to a in-network repair facility to address her concerns.On June 27, 2015, our customer contacted Aeverex regarding her vehicle not starting. Aeverex advised her of the $100 tow reimbursement that is offered through her Life of Lease Limited Warranty for all covered repairs.On July 20, 2015, DriveTime’s Customer Relations Department reached out to our customer regarding her mechanical concerns. We advised our customer of tow reimbursement of up to $100 and we encouraged our customer to take the vehicle to a repair facility to be diagnosed. We informed our customer we need to identify what needs to be repaired. Once we have that information, we can determine if the mechanical repair is covered by the limited warranty. Our customer agreed to make an effort to take her vehicle to an in-network repair facility in order to initiate the requested repair claim.At this time we are unable to accommodate our customer’s request for a refund, however we are in contact with her and we are working towards an amicable resolution. Once a repair claim is filed with Aeverex, if any reported repairs are not covered under the Life of Lease Limited Warranty we can review the items for possible assistance.We apologize for any confusion or inconvenience this may have caused. 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 ###-###-####.Sincerely,[redacted].DriveTimeCustomer Relations

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

On October 10, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2009 Dodge Journey. Included you will find the Closed...

End Motor Vehicle Lease for your reference.

On November 14, 2014, we contacted our customer and came to an amicable resolution. We have applied a credit of $233.47 to our customer’s account. In addition, DriveTime has agreed to credit our customer’s account a per diem credit for the time the vehicle has been in the shop.  

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

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. If I take it to get fixed my policy doesn't cover either problem that I'm having. it won't make a difference whether I take it in or not. Therefore I will be fixing these problems on my own but I will never do business with them again. Regards,[redacted]

December 22, 2015

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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 March 21, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 BMW 5 Series. Attached you will find the Simple Interest Retail Installment Contract for your reference.
On December 1, 2015, at 105 days past due, our customer’s account was changed to a charge-off status.
On December 8, 2015, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered at 112 days past due. Please refer to the “Simple Interest Retail Installment Contract,” label Default:
“You will be in default if any one of the following occurs…
1. You fail to make any payment due under this Contract, including any down payment, in full when such pay is due…”
The next day, a repossession agent attempted to recover the vehicle, but was unable to recover the vehicle.
On December 18, 2015, DriveTime contacted our customer to come to an amicable resolution. We advised our customer that we will initiate an investigation into the actions performed by our third party vendor.
We apologize the circumstances regarding this behavior from the third party recovery agency. While the recovery agency is a third party vendor, this behavior is not consistent with the level of customer service we strive to achieve for our customers. We are continuing the investigation at this time. Since the actions described were allegedly performed by a third-party vendor, we are unable to directly comment about the actions described. As a good will 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, Customer Relations

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

On March 19, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when he leased a 2005 Pontiac Grand Prix 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 June 2, 2014, our customer contacted us stating the vehicle had stopped running and would not start. We verified with [redacted], the third party GPS vendor, that the starter was not disabled. Our customer was advised that it could be a possible battery or other mechanical issue, and was referred to Aeverex for the mechanical issues.

Later that day, our customer contacted Aeverex regarding the possible mechanical issues with his vehicle not starting. Aeverex referred our customer to the nearest repair facility to have the vehicle diagnosed.

On June 4, 2014, our customer contacted us stating that the vehicle shut off and he lost his power steering capability. Our customer stated this happened while he was driving and that it almost caused the vehicle to run into a wall. We advised our customer to speak with Aeverex regarding his mechanical concerns.

Later that day, our customer contacted Aeverex and was referred to the nearest repair facility to have the vehicle diagnosed. Our customer contacted us stating that the vehicle has shut off multiple times, with the most recent time almost causing a serious accident. Our customer stated DriveTime was using the GPS to shut off the vehicle. We informed our customer that DriveTime has not enabled the starter interrupt at any time during his lease. We encouraged our customer to take the vehicle to the nearest repair facility to have the issues with the vehicle diagnosed. Our customer stated that he could not do so because he needs the vehicle to get to work. At that time, DriveTime offered to credit our customer’s account per day the vehicle was in the repair facility.

On June 5, 2014, our customer contacted us regarding the mechanical issues with his vehicle. We advised our customer that we could not help with the mechanical issues, if we do not know what the problem is with the vehicle. We advised our customer to have the vehicle towed to the repair facility to have the mechanical issues diagnosed. Our customer was also advised that his account was currently seven (7) days past due and that his payment cannot be extended any further.

Later that day, our customer contacted Aeverex stating DriveTime was shutting the vehicle off. Aeverex advised him DriveTime had not enabled the starter interrupt and recommended he have the vehicle diagnosed. To date, a claim has not been filed for the mechanical issues.

DriveTime’s Lease program is a cancel anytime lease with no penalty. Page three of the Cancel Anytime Lease Contract, "11. Default, Repossession, and Other Remedies", states:

"The Following are events of default: (a) You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it; (b) You give any false or misleading information in the application; (c) You do not maintain required insurance…"

On June 23, 2014, DriveTime recovered our vehicle due to non-payment.

At this time, DriveTime has verified the starter interrupt was not enabled during the time of our customer’s lease.

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

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

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.Due to drive time error I was refunded back my money.Im a first time purchaser and I was lied too by customer service stating nothing would be on my record and the account will close like it never existed.Why lie about something due to a bad situation I live alone and can not purchase another car I have no transportation because what they put on my record,I owned a sunfire over ten years that my family purchase and never had a bad report.I would like to move on from this and never get back involved in this company again please help me get my record removed!Correction to a credit report I would like that bad report removed from my credit please! I never had history of and I was in a desperate situation and I let drive time trap meRegards,[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On June 18, 2015, DriveTime reviewed our customer’s credit reporting with [redacted] and [redacted]. DriveTime is currently diligently working to reestablish reporting with [redacted]. We found there was an error in regards to our customer’s credit reporting and submitted a request to both [redacted] and [redacted] to delete her DriveTime account. Please allow 30-60 days for this update to appear on your credit report. On June 19, 2015, we mailed our customer a deletion letter to the address on file. We encourage our customer to keep a copy of this letter to provide to any potential creditors. Attached is the deletion letter for your reference. 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 4, 2013, our customer entered into a Simple Interest Retail Installment Contract when they purchased a 2008 Nissan Titan. Included you will find the Simple...

Interest Retail Installment Contract for your reference. On June 9, 2014, our customer informed DriveTime that he was involved in an accident and would be unable to work for a period of 8 months. In addition, our customer advised DriveTime it would be difficult to maintain payment arrangements since he is self-employed. There was some miscommunication between DriveTime and our customer on the different options available for assistance. On July 30, 2014, we contacted our customer to review the different options available and came to an amicable resolution. At this time, we were able to offer our customer a one-payment deferment.  In addition, our customer informed DriveTime that he is now in the process of obtaining employment soon.   As a goodwill gesture, DriveTime has credited $25.00 to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,DriveTimeCustomer 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.

Drive Time states that they attempted to contact me at my phone number.  I checked my caller ID and there are no calls from numbers that I do not recognize.  So it does not appear that they actually tried to call me.

Also, Drive Time states that they mailed me a $25 gift card.  I have not received any mail from them so it does not appear that they actually mailed me a gifrt card.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 16, 2014, our customer entered into a Simple Interest Retail...

Installment Contract with DriveTime when she purchased a 2012 Ford Fusion. That day, our customer paid off her original DriveTime loan when she traded in the 2004 Chevrolet Malibu she had purchased on March 10, 2012. Attached you will find the Simple Interest Retail Installment Contract for both loans 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 [redacted] will be completed no later than the end of May. On March 9, 2015, our customer contacted DriveTime with concerns that her accounts were not reflecting on her credit reporting. We informed our customer about the abovementioned system enhancements and advised that reporting for her active account should reflect within 30-60 days. On March 10, 2015, our customer contacted DriveTime with concerns that she had to purchase a vehicle with an interest rate of 20% from an outside company because of the effects DriveTime’s credit reporting suppression had on her credit score. Our customer asked us to either provide her with monetary compensation for this hardship or provide her with a rental vehicle for two months. We advised our customer these were not forms of assistance we were able to offer. That day, a credit rating letter was e-mailed to our customer; these letters give an overview of our customers’ accounts, including their payment history, and can be used as a reference for creditors when our customers are applying for credit. On March 11, 2015, our customer contacted DriveTime with concerns that the credit rating letter she was sent was only showing her recent account, with no mention of her original account. We advised her that we would submit a request to have a credit rating letter for her original account sent to her. In response to our customer’s concerns about her new vehicle loan’s high interest rate, we recommended that she consider refinancing the loan once all credit-reporting updates were complete. On March 13, a credit rating letter for our customer’s original DriveTime account was sent to our customer via e-mail. At DriveTime, we strive to ensure all of our credit reporting is up to date and accurate.  After a recent in depth review, we determined that there were questions surrounding the accuracy of our reporting of paid loans. For this reason, we are no longer able to report on accounts that were paid prior to October 1, 2014. We are unable to resubmit a loan that was paid prior to October 2014 for reporting, as this would appear as a new trade line and would be more detrimental to our customers’ credit. When an account is paid, DriveTime reports one final time with the account’s final status. We cannot then continue to report this account; therefore, we cannot reinstate anything paid prior to October 2014.At time of sale, our customer opted to purchase GAP Coverage on the 2012 Ford Fusion. In the case of a total loss, if a customer’s insurance does not fully pay of the loan, GAP Coverage will pay off the remaining balance. The customer then has the opportunity to get into a comparable DriveTime vehicle at the same interest rate as their previous loan; there are often zero-down options available. At this time, our customer has not taken advantage of the opportunity to get into another vehicle with DriveTime at the comparable interest rate of 14.9%. The GAP Installment Sale Contract/Loan/Lease Agreement Addendum has been included for your review.On May 9, 2015, we contacted our customer and attempted to address her concerns. We discussed the above information and explained why DriveTime is unable to reinstate the trade line for her original account to the credit bureaus. Our customer was not satisfied with this information and advised she would continue to escalate the matter until she reached her desired resolution.At this time, we are unable to accommodate our customer’s request for DriveTime to reinstate the trade line for the 2004 Chevrolet Malibu account. If in the future our customer should require further documentation of her loans to apply for credit, or if a creditor requests a letter, we would be happy to make additional credit rating letters available. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has mailed a $25 American Express gift card to the address our customer provided. DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business provides the contract I sign under the understanding that I was receiving a vehicle that had been inspected before being sold. However myself and many other customers if drivetime shortly after found out that this was not the case and that the warranty that is included doesn't include much even if the repairs happen shortly after purchase as many other buyers and myself have witnessed. There will be a class action suit to bring this company who have sold many defected cars to innocent buyers. I started with myself but once doing my research and talking to other buyers and class action suit attorneys I found this has occurred several times before to others. who never got behind in their payments. It is absolutely impossible unless your rich to keep up with payments when your constantly repairing a vehicle that you just purchased. The Dealer admits there were issues with the vehicle that were brought to their attention prior to the payments falling behind but failed to compensate the buyer immediately and then wanted payments after the buyer begin to get behind in payments.

[redacted]January 7, 2016

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[redacted]
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 

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.

With the information provided, DriveTime is unable to identify an account or profile associated with the name and number provided. At this time, DriveTime will place the phone number included on the complaint on a do-not-call list for our automated dialer system.

As a good-will gesture, DriveTime has sent a $25.00 American Express Gift Card to the address provided.

We apologize for any confusion or inconvenience this matter may have caused. Should you have any questions or concerns, please contact us by calling us at [redacted]

Justin M.
DriveTime Customer Relations Department

July 10, 2014

0pt;"> 

Revdex.com

Ph. [redacted]

Fax [redacted] 

 

Re: Complaint #[redacted]

    

Dear Ms. [redacted],

 

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

 

On July 2, 2014, our potential customer visited one of our DriveTime dealerships for a scheduled appointment.

On July 8, 2014, we contacted our potential customer and came to an amicable resolution.  We apologized to our potential customer for his negative experience with us and asked that he give us another opportunity to do business with him.

As a goodwill gesture, DriveTime has sent our potential customer a $25 [redacted] gift card.

                      

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

That statement provided is not accurate from drive time. Yes the vehicle was picked up on 10-15 and keys handed over,however we were not allowed to get our personal belongings, which included medicine and a cane to aid in walking. I reached out to drive time and begged them to allow access. All I got was the run around. They finally gave me the address and the company premier recovery would not schedule me to come out until 10-27 after they knew the vehicle was picked up which drive time had to me was not leaving to the 30th. I spoke with several drive time employees and all their answers were different. Drivr time can keep their gift card

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

On May 29, 2010, our customer entered into a retail installment contract when she purchased a 2003 Mazda Miata. I have included the retail installment contract for your...

reference.

On March 10, 2014, our customer contacted us. We are currently working towards an amicable resolution. We have requested our customer submit a bank statement with a running balance. Once we receive her bank statement, we will review for assistance.

As a goodwill gesture, DriveTime has sent our customer a $25.00 American Express gift card.

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 23, 2013, our customer entered into a Closed End Motor Vehicle Lease contract with DriveTime, when he leased a 2006 Jeep Commander that came with a limited...

warranty. Included you will find the Closed End Motor Vehicle Lease and the Drivers Seat Limited Warranty agreement for your reference. We are currently in contact with our customer and are working towards an amicable resolution. 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 ###-###-####. Sincerely, DriveTime Customer Relations

February 1, 2016

Revdex.com

Re: Complaint # [redacted]

Dear Ms. [redacted],

We appreciate the opportunity to re-address our customer’s concerns.

When our customer’s accounts become delinquent, DriveTime makes normal attempts to contact our customer to cure the delinquency balance. At that time, our customer has the ability to set payment arrangements with our loan advisors. If a payment arrangement is made and kept, contact with our customer to cure the delinquency balance will cease.

On November 10, 2015, our customer contacted DriveTime to place a call restriction on her account so DriveTime would no longer be able to contact her. We advised our customer we would not be able to contact her and she would be responsible for contacting us with any concerns.

On December 8, 2015, our customer contacted DriveTime in regard to a check they had mailed in for payment of the vehicle on November 20, 2015. DriveTime advised our customer we would need 24-48 hours to review and our customer would need to contact DriveTime as she wished to maintain contact restrictions on her account.

On December 15, 2015, a payment of $161.15 was posted to our customer’s account from a check that was mailed in. At that time, our customer’s account reflected as current.

On December 18, 2015, a bi-weekly payment of $161.15 became due.

On December 26, 2015, at 8 days past due, our customer returned the vehicle to a DriveTime sales lot as a voluntary surrender. At that time, our customer’s account was updated to reflect as a charge-off voluntary surrender.

Without any new information, DriveTime is unable to further assist our customer. If our customer has any additional concerns, we encourage her to contact our customer relations department at ###-###-####.

Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,

DriveTime Customer Relations