DriveTime Reviews

Hello Treynisha,

We appreciate the time you've taken to share your experience with us. I'm glad to know your desired vehicle was successfully purchased. However, I extend my sincerest regrets you left our dealership feeling discontent in other areas.

We do our best to offer a personalized and comfortable experience for all of our customers, and I'm sorry if this did not show during your initial interactions with our sales staff. This is not indicative of the high-quality customer service standards we strive to provide. Our goal is to make sure each person feels valued and respected while interacting with our company.

Thank you again for your review. We apologize this has negatively impacted your impression of DriveTime. If at any time the communication or service level is not being kept up to our business standards, we welcome you the opportunity to discuss these situations with our Customer Relations team, at (888) 290-0148.

Respectfully,

Rebekah – Customer Relations

Hello Tempestt,

Thank you for reaching out to us. and I can certainly understand your frustration in regards to the unexpected withdrawal that was put towards your current loan and resulted in you receiving additional penalties through your financial institution.

Please know that we do our best to get issues like this resolved once they are brought to our attention in a timely manner. I truly apologize for any inconvenience that this has caused, and I would encourage you to reach out to Bridgecrest, your loan servicing provider, at (800) 967-8526, and a representative would be glad to assist.

Respectfully,

Jodi-Customer Relations

Hello Rebecca,

Thank you for writing your review. I am sincerely sorry to hear that you are unhappy with your purchase due to the transmission and strut concerns you encountered after purchase.

Please know that we make our best effort to identify existing mechanical malfunctions by inspecting each of our vehicles prior to sale. However, due to the nature of pre-owned vehicles, these issues may sometimes occur after our customers leave the lot. It is for this reason, that we include our initial 30-day/1,500-mile Limited Warranty, as well as the extended Vehicle Service contract that we offer as an optional add-on.

That said, I want to apologize again for any frustration or inconvenience this situation has caused you, and I hope that you are able to get your claim resolved through SilverRock as quickly as possible. If you need further assistance, or you would like some additional insight, please contact our Customer Relations team at (888) 290-0148.

Sincerely,

Jacob – Customer Relations

Hello Mark,

Thank you for taking the time to share your feedback with us. I regret to hear about your Chevy Equinox's mechanical concerns and apologize for any inconvenience that may have resulted from these circumstances.

If a mechanical failure is confirmed within our Limited Warranty period of the first 30-days/1,500-miles, the repair would be covered. However, if the vehicle holds any factory coverage or results in a factory recall for the failed component, the vehicle would be referred to the manufacturing dealership for repair. Please know any factory coverage will take precedence over the services and products we offer as a used car dealership.

Although all the vehicles DriveTime sells are pre-owned, we do our best to prevent our customers from having to worry about mechanical concerns by having each vehicle go through our inspection and evaluation, which is completed before the vehicles are moved to our sales lots. This is when the tires and other wear or “maintenance” items are checked to ensure they meet DriveTime’s guidelines. Please keep in mind that some vehicles may show more wear than others, depending on use. We also offer the option to purchase a Vehicle Service Contract (VSC) for 5-years/50,000-miles to assist in most situations. It’s important to be aware that the VSC does not cover maintenance or cosmetic items and if repairs happen to be non-covered, they would be considered the cost of ownership. I am sorry if your tires wore and were not covered resulting in an out of the pocket expense.

We thank you once more for your review and send our deepest apologies if this experience has negatively impacted your impression of DriveTime. Should you wish to further discuss your review, please reach out to our corporate Customer Relations department at (888)290-0148 and a member of our team will be glad to speak with you.

Respectfully,

Rebekah – Customer Relations

Hello,

Thank you for providing your review and thank you for being a loyal customer. We truly appreciate you returning to DriveTime for another purchase. However, I am sorry to hear of the mechanical concerns that you encountered so soon after purchase, in addition to being discouraged with the coverage that we offer should you experience any vehicle issues.

Here at DriveTime, every pre-owned vehicle is evaluated at our inspection centers so we can locate any mechanical concerns that need to be resolved prior to being placed on our sales lots. In addition, every customer is provided a 30-day/1,500-mile Limited Warranty, whichever comes first, along with an optional Vehicle Service Contract to assist in most situations thereafter that is administered by SilverRock. We provide these coverages because we are unable to determine if or when vehicle issues might arise post-sale. We take pride in our products which is why we take every action possible to make sure our vehicles are safe and measure up to the national highway standards. Our customers are welcome to suspend the optional ancillary products by accessing SilverRock’s cancellation website at www.sr-repairs.com.

Again, I truly apologize for any anguish or inconvenience that this has caused you. We truly value all feedback and will be using this to help improve our inspections at our centers. Should you wish to discuss your review in further detail, our Customer Relations division can be reached at (800) 965-8043 and a representative would be glad to assist.

Respectfully,

Jodi-Customer Relations

Thank you for reaching out to us and I am truly sorry to hear of the mechanical concerns you experienced with your prior vehicle, in addition to the one you are currently in.

DriveTime’s pre-owned vehicles are evaluated at our inspection locations before being placed on our sales lots. Every vehicle comes with a Limited Warranty which provides coverage within the first 30 days of sale or 1,500 miles driven, whichever comes first. We also offer an optional Vehicle Service Contract, which offers assistance in most circumstances after that. The reason behind us offering these coverages is that we are unable to predict if or when mechanical concerns might arise.

Please know that we do our best to make sure that our customers are directed to a convenient and appropriate repair facility that would be able to accommodate our customer’s concerns in a timely manner. It is important to know that some repair facilities may not be able to perform certain repairs needed on a customer’s vehicle which would result in the vehicle being transported to another location.

We truly apologized for any inconvenience that this has caused and will be using your feedback to help improve our inspections at our centers. Should you wish to discuss your review in further detail, please contact our Customer Relations department at (800) 965-8043 and an agent would be glad to assist.

Respectfully,

Jodi-Customer Relations

Hello Ronda,

Thank you for sharing your feedback. I am truly sorry to hear that you walked away from our dealership feeling dissatisfied due to the inventory concerns you mentioned.

Please know we make our best effort to ensure that the dealership inventory viewed online matches the availability on our lot. However, it is important to keep in mind that our inventory changes on a regular basis. As a result, our online inventory may sometimes differ from the selection that is available in-house.

That said, I want to apologize for any frustration this situation may have caused for you. Should your situation change, we would sincerely appreciate another opportunity to have you as a customer in the future.

Sincerely,

Jacob – Customer Relations

Hello Christine,

Thank you for reaching out to us and I am glad to hear that our sales staff provided extraordinary customer service during your visit. However, I truly apologize for the brake concerns that you encountered just days after purchase.

Besides the Vehicle Return Program that we offer to every customer should they change their mind for any reason within the first 5 days of purchase, we also provide coverage on every pre-owned vehicle should a mechanical concern ever arise. DriveTime provides a Limited Warranty on every vehicle which offers mechanical assistance within the first 30 days of sale or 1,500 miles driven, whichever comes first. In addition, there is an optional Vehicle Service Contract that can be purchased which will assist in most situations thereafter. Furthermore, we make sure our pre-owned vehicles are safe and measure up to the national highway standards by performing evaluations at our inspection centers before being placed on our sales lots in an effort to prevent any mechanical malfunctions that might occur post-sale.

With that being said, we truly value all feedback and will be using this to help our inspections at our locations. Should you wish to discuss your review in further detail, a representative in our Customer Relations department is available and can be reached at (800) 965-8043.

Respectfully,

Jodi-Customer Relations

Hello Sharon,

Thank you for providing your review and congratulations on your purchase. I am pleased to hear that the entire sales team provided exceptional customer service, however, I do apologize if the vehicle was provided to you in less than satisfactory condition.

Please know we strive to have every customer’s vehicle in a respectable condition when presented to them at our dealerships. Customarily, all of our vehicles are detailed prior to purchase to meet DriveTimes standards. However, if the vehicle was dirty when it was presented to you at the time of sale, we would be glad to look into this matter further. In addition, I am sorry that upon purchase there were no floor mats included in your vehicle. It is important to know that we do obtain our pre-owned vehicles from a third party and no additional accessories are added to the vehicles prior to sale.

We truly appreciate your feedback and will be using this where coaching opportunities are needed. Should you wish to discuss your experience in further detail, please contact our department and an agent would be glad to assist. We truly appreciate your business and thank you again for choosing DriveTime.

Kindly,

Jodi-Customer Relations

Hello Jack,

Thank you for taking the time to share your thoughts with us. I regret to hear you have an impression of DriveTime that has been unfavorably influenced. I’d also like to apologize if you had any direct interaction with us that was less than satisfactory and I hope to provide some insight into our company today.

DriveTime strives to provide a transparent and streamlined car buying experience for all of our valued customers. The approvals offered by our in-house finance partner, Bridgecrest, are based on multiple factors, such as but not limited to; proof of income, proof of residence, and credit score. Please note that all pre-approvals are subject to verification of the required documentation. The down payment may be subject to change based on the physical documentation that is provided during our customer’s visit, as well as the desired vehicle. We do our best to provide our potential customers with a variety of options tailored to their individual needs and budget, and it may be worth mentioning that we also accept financing from third-party lenders.

To set each customer up for success we offer products and services including, a Vehicle Return Program (VRP), Limited Warranty on mechanical failures, and an extended protection plan to name a few. The VRP is a 5-day window that excludes the date of sale and days we are closed, such as Sundays and recognized holidays to allow time for any customer to inspect and get comfortable with their purchase. If they do not like it, they can bring it back, hassle-free. If the vehicle is returned and a refund is requested, it can be provided in one of two ways; credit card down payments can be refunded directly back to the credit card or a live check is sent for down payments made by cash, check or debit card. Since these refunds are sent in the mail we may advise that it can possibly take up to 7-10business days due to any unpredictable postal service delays.

We certainly appreciate the feedback you have provided to us and are deeply apologetic for any disappointments you may have with DriveTime. Should you wish to further discuss your review, please reach out to our corporate Customer Relations department at (888) 290-0148 and a member of my team will be glad to look further into this situation with you.

Respectfully,

Rebekah – Customer Relations

Hello Tamara,

Thank you for providing your review and I truly am sorry to hear of the mechanical concerns that you encountered so soon after purchase, as well as your vehicle registration being sent to your previous address.

Please know that inspections are performed on our pre-owned vehicles to make sure our vehicles are safe and measure up to the national highway standards. In addition, our technicians at our inspections centers check for proper levels and cleanliness of fluids, along with filters prior to being placed on our sales lots in an effort to prevent any mechanical concerns that might arise post sale. Since we are unable to determine if or when mechanical concerns might arise, every vehicle sold from DriveTime comes with a Limited Warranty that offers assistance for confirmed failures within the first 30 days of purchase or 1,500 miles driven, whichever comes first. Outside from the Limited Warranty, an optional Vehicle Service Contract is also available to assist in most situations thereafter.

Regarding your registration, I apologize if there was a delay on you receiving this in a timely manner due to an alternate address that was provided during contracting. It is important to know that our sales team does their best to make sure correct information is indicated on all documents before submitting.

I also want to apologize for any mistreatment or lack of communication you received from our sales staff and management team. Please know that we strive to provide the best in customer service and to make sure that all correspondence is acknowledged in a timely manner. If at any time the service level or communication at DriveTime is not being kept or up to our standards, we always welcome the opportunity to address these situations.

I am sorry to hear of your disappointment in regards to your overall experience with DriveTime. We value all feedback and we will be applying any training and coaching opportunities where needed. An agent is available in our Customer Relations division and can be reached at (800) 965-8043, should you wish to discuss your review in further detail.

Respectfully,

Jodi-Customer Relations

Hello Frantzy,

Thank you for sharing with us your recent experience and it is truly unfortunate to hear of your dissatisfaction due to the transmission issues that occurred with your daughter’s vehicle just months after purchase.

I truly apologize that you were not directed to reach out to SilverRock, your service contract provider, where you would have been provided an in-network repair facility so a proper diagnosis could have been performed to detect the mechanical concerns. To try and avoid post-sale mechanical malfunctions from occurring, thorough inspections are performed on each of our vehicles prior to sale. However, due to the nature of pre-owned vehicles, it can sometimes be difficult for us to determine exactly if or when these concerns may arise. It is for this reason that we include the initial 30-day/1,500-mile Limited Warranty, in addition to the Vehicle Service Contract (VSC) that we offer as an optional product at the time of sale that offer assistance in most situations.

Again, I can certainly understand your frustration regarding this unfortunate situation. Please know that we appreciate all feedback and will be using this to help improve our inspections at our centers. Should you wish to discuss your review in further detail, please contact our Customer Relations department at (800 965-8043 and a representative will be glad to assist.

Respectfully,

Jodi-Customer Relations

Hello Tim,

Thank you for sharing your feedback. I want to apologize for any confusion that may have occurred in reference to the removal of the GPS unit after completion of your vehicle loan.

Please be advised that this is consistent with our standard policies, as our customers are normally responsible for removing this item once their vehicle loan has been completed. That said, I want to apologize for any miscommunication that may have caused you to think otherwise.

If you have any additional questions on this matter, please feel free to contact our Customer Relations team by phone at (888) 290-0148.

Sincerely,

Jacob – Customer Relations

Hello Katherine,

Thank you for providing your review and I can certainly understand your frustration in regards to the mechanical concerns that you encountered just weeks after purchase. The last thing we want is for our customers to experience mechanical concerns and have to surrender their desired vehicle that they had just recently purchased.

Please know that we thoroughly inspect and evaluate every pre-owned vehicle to help avoid any post-sale mechanical concerns that might arise. We take pride in our products, which is why we take every measure possible to make sure our vehicles are safe and measure up to the national highway standards. In addition, every vehicle sold from DriveTime comes with a Limited Warranty that offers assistance within the first 30 days of purchase or 1,500 miles driven, whichever comes first. An optional Vehicle Service Contract can be purchased, which offers assistance in most situations thereafter. Furthermore, if repairs happen to be non-covered or if the service contract is cancelled, then they would be considered cost of ownership. Our customers are welcome to suspend the optional ancillary products by accessing SilverRock’s cancellation website at www.sr-repairs.com.

Again, I truly apologize for any inconvenience or anguish that this has caused you. We truly value all feedback and will be using this to help improve our inspections at our centers. Should you wish to discuss your review in further detail, our Customer Relations division can be reached at (800) 965-8043 and a representative would be glad to assist.

Respectfully,

Jodi-Customer Relations

Hello Antoniette,

Thank you for providing your review and I am sorry to hear of the hardship you encountered due to the inclement weather that you experienced in your home state. We certainly hope you were okay from this since mother nature can be very unpredictable and we can never plan on what might happen when disasters like this arise. I also want to apologize on behalf of our Customer Relations department for not providing the answers or the desired resolution you were expecting due to your mechanical concerns.

We do our best to prevent our customers from having to be concerned about mechanical malfunctions with our inspection process. It is important to remember that all of our vehicles are pre-owned and we are unable to predict when future repairs may be needed. For this reason, we provide the Limited Warranty for confirmed mechanical failures within the first 30-days/1,500-miles at no additional cost to you. We also offer an optional Vehicle Service Contract for extended powertrain protection of 5-years/50,000-miles that offer assistance in most situations thereafter. This does not cover maintenance or cosmetic items and if repairs happen to be non-covered, they would be considered the cost of ownership.

With that being said, again, I am sorry to hear you lost faith in our company and we do our best to maintain a professional relationship with every customer throughout the life of their loan. We welcome all feedback, both positive and constructive, and will be using this to improve our inspections at our centers. Should you wish to discuss your review in greater detail, you may reach back out to our Customer Relations division at (800) 965-8043 and a representative will be glad to address any further concerns.

Respectfully,

Jodi-Customer Relations

Hello Thomas,

Thank you for writing your review. I am truly sorry to hear of the mechanical concerns that you have experienced just months after purchase, in addition to any miscommunication that occurred during your sales process regarding any warranty that was provided through the manufacturer of your vehicle.

Please know that we inspect and evaluate each vehicle prior to sale in an effort to avoid post-sale mechanical malfunctions. In addition, these issues may sometimes occur after sale due to the nature of pre-owned vehicles. For this reason, we include the initial 30-day/1,500-mile Limited Warranty at no additional cost, as well as the optional Vehicle Service Contract which offers assistance in most situations thereafter. Please understand that if repairs happen to be non-covered or if the service contract is cancelled, then they would be considered the cost of ownership.

There are several types of manufacturers’ warranties that are offered through them directly and we encourage our customers to contact them for any questions pertaining to the coverage, in addition to when they would expire by date or mileage.

Again, I apologize for any inconvenience that this has caused you during this holiday season. We understand that no time is the right time for mechanical concerns. If you have questions in regards to your current payment that is coming up, I would encourage you to reach out to Bridgecrest, your loan servicing provider, at (800) 967-8526 and an agent would be glad to assist. You may also reach out to my department, Customer Relations, at (800) 965-8043 should you wish to discuss your review in further detail.

Respectfully,

Jodi-Customer Relations

Hello Novella,

Thank you for taking the opportunity to share your experience with us. I am reaching out to you from our corporate Customer Relations team and want to extend my sincerest apologies for any frustration this situation has caused you.

It is DriveTime’s goal to provide affordable and reliable vehicles to all our customers, which is why we first perform a multipoint inspection on all of our vehicles. It is important to keep in mind, all the vehicles we sell are pre-owned and some vehicles may show more wear than others. We are unable to predict when future repairs may be needed. It is for this reason that DriveTime provides the Limited Warranty (LW) for mechanical failures within the first 30-days/1,500-miles, at no cost to our customers. I am thankful you were able to take advantage of this service, however, regret any inconvenience it has caused you and that you are experiencing a mechanical concern. I’d like to note that in addition to these two services, we also offer an optional 5-year/50,000-miles Vehicle Service Contract (VSC) for extended coverage and a Vehicle Return Policy of 5-days/300-miles.

We value all feedback, both positive and constructive, and wish to utilize your review for growth in those areas of opportunity. Please reach out to our corporate Customer Relations team, should you wish to further discuss these matters at (888) 290-0148.

Respectfully,

Rebekah – Customer Relations

Hello Jessie,

Thank you very much for your feedback. I am sincerely sorry to hear that you are unhappy with your vehicle due to the brake issues you had encountered shortly after purchase and for the inconvenience this has caused.

Please know that we value the safety of our customers very highly, which is why we do our very best to identify any possible vehicle malfunctions during our initial vehicle inspection. However, due to the nature of pre-owned vehicles, there are sometimes instances in which vehicle malfunctions may occur after sale. For this reason, each vehicle includes a 30-day/1,500-mile Limited Warranty, in addition to the extended Vehicle Service Contract that we offer as an optional product at the time of sale.

We encourage our customers to do their own research or inspection to ensure they are satisfied with their purchase. If a customer is dissatisfied with their purchase for whatever reason, we do offer a 5-day window to return the vehicle known as the Vehicle Return Policy (VRP). This allows time for any customer to inspect and get comfortable with their purchase. If they are not pleased with it they can bring it back – no questions asked within the first 5 business days or 300 miles (excluding date of sale, closed holidays and Sundays).

That said, I want to apologize for any frustration you are feeling as a result of these issues. If you need further assistance on this matter, I welcome you to contact our corporate Customer Relations team at (888) 290-0148.

Best regards,

Jacob – Customer Relations

Hello Kurtina,

Thank you for reaching out to us and I am sorry to hear of the mechanical concerns that you have experienced over time, in addition to the concerns with the head gasket that you are currently encountering.

Please know that all vehicles sold from DriveTime are pre-owned and inspected prior to being placed on our sales lots. Since we are unable to predict if or when mechanical malfunctions might arise, every pre-owned vehicle comes with a 30-day/1,500-mile Limited Warranty at no additional cost, along with an optional Vehicle Service Contract that offers assistance in most situations thereafter. If you purchased the VSC, we would highly encourage you to get in contact with SilverRock to file a claim at (877) 584-3848.

It is important to know that at times repairs will be needed on the vehicle that will be considered a non-covered component and would then be considered the customers’ cost of ownership.

Again, I can certainly understand your frustration in regards to your most recent repairs needed on your pre-owned vehicle. We appreciate all feedback and will be using this for coaching opportunities at our inspection centers. Should you wish to discuss your review further, you may call (800) 965-8043 and speak directly to one of our Customer Relations representatives who would be happy to assist.

Respectfully,

Jodi-Customer Relations

Hello Britt,

Thank you for reaching out to us and I am sorry to hear that the check engine light already appeared on your dash so soon after purchase.

Please know that all of our vehicles are pre-owned and evaluated prior to being placed on our sales lots. Our centers do their best effort to resolve any mechanical concerns that might arise during the inspection process. Since all of our vehicles are pre-owned and we can never predict if or when mechanical concerns might arise in the future, every vehicle comes with a 30-day/1,500-mile Limited Warranty at no additional cost to you, in addition to an optional Vehicle Service Contract to assist in most occurrences after that.

Every vehicle sold from DriveTIme comes with a 5 day/300 mile Vehicle Return program (VRP). The VRP gives our customer the ability to return the vehicle for any reason within the first five calendar days, within 300 miles, after purchase and terminate the Simple Interest Retail Installment Contract. The VRP guidelines are outlined on page one of your Retail Purchase Agreement.

Furthermore, I want to apologize for any delays that you have encountered trying to get this matter resolved. I would strongly encourage to stay in communication with SilverRock, your Limited Warranty provider, at (877) 584-3848 and a team member would be glad to assist you further.

I can certainly understand your frustration in regards to this unfortunate circumstance occurring just shortly after leaving our location with your desired vehicle. Your feedback with not go unheard and will be using this to help improve our inspections at our centers. Should you wish to discuss your review in further detail, I would encourage you to contact our Customer Relations department at (800) 965-8043 and a representative will be glad to assist.

Respectfully,

Jodi-Customer Relations

Hello Cedrick,

Thank you for taking the time to leave your feedback. I am truly sorry to hear that you are unhappy with your vehicle purchase due to your reservations with the overall structure of your financial contract, as well as the issues surrounding your recent transmission claim through SilverRock.

In reference to your financial contract and pricing concerns, please know that we try to maintain a sense of transparency by disclosing our prices online and posting them on every vehicle for sale at our dealerships. Additionally, it is important to remember that each customer is provided with a Federal Truth in Lending Disclosure during the contracting process. This disclosure details the APR, finance charge, amount financed, total amount expected to be paid throughout the life of the loan, and the total sales price.

It is also important to mention that our customers are welcome to utilize third party financing for any of the vehicles on our lot if they are not satisfied with the financing options offered through Bridgecrest.

I also want to apologize if our sales staff had caused you to feel pressured to accept our optional products at the time of signing. While purchasing these ancillary products is always encouraged due to the safety net they provide in various situations, we make it a point to ensure complete transparency when it comes to our optional add-ons. One of which ways that we strive to accomplish this goal is by providing an optional products disclosure at the time of sale. This disclosure details all of the optional items available at the time of signing, and is designed to aid our customers in distinguishing the optional products from those that are mandatory.

Regarding your concerns with the quality of our vehicles, please be advised that each of our vehicles are inspected prior to sale in an effort to prevent post-sale mechanical malfunctions. However, due to the fact that our vehicles are pre-owned, issues may sometimes arise after purchase. To alleviate the potential impact on our customers, each of our vehicles include an initial 30-day/1,500-mile Limited Warranty, as well as an optional Vehicle Service Contract that we offer at the time of sale for further peace of mind. When servicing claims under these contracts, please know that our warranty and service contract administrator, SilverRock, works with licensed part suppliers in order to obtain the parts needed for repair.

Additionally, we try to ensure maximum visibility for our customers by providing each customer with an Experian AutoCheck Vehicle History Report at the time of sale. This report may indicate a prior accident record, a rental or government vehicle, registration in a storm area, and/or a theft record.

Thank you again for sharing your detailed review. If you have any additional questions or concerns that you would like to discuss with us directly, please feel free to reach out to our Customer Relations team at (888) 290-0148.

Sincerely,

Jacob – Customer Relations

Hello Tony,

Thank you for providing your review and I am sorry to hear that your wonderful sales experience took a turn for worse by having mechanical concerns the very next day. The last thing we want our customers to encounter is to have any type of mechanical malfunction that would leave our customers in an unfortunate situation.

In an effort to avoid this from occurring, all of our pre-owned vehicles are evaluated and inspected before being placed on our sales lots. Hence we can never determine if or when any type of mechanical concern might arise, every vehicle comes with a 30-day/1,500-mile Limited Warranty at no additional cost, along with an optional Vehicle Service Contract that offer assistance in most situations after that.

In addition, as you are aware, every vehicle sold from DriveTime comes with a 5-day/300-mile Vehicle Return program (VRP). The VRP gives our customer the ability to return the vehicle for any reason and with no questions asked within the first five calendar days, within 300 miles, after purchase and terminate the Simple Interest Retail Installment Contract. The VRP guidelines are outlined on page one of your Retail Purchase Agreement.

I also want to apologize for you having to take your vehicle to another Pep Boys that was out of your way in order for the proper diagnosis to be performed. We certainly understands that everyone’s time is of importance to them and does their best to make sure unnecessary trips are avoided, in addition to getting our customers vehicle concerns addressed in a timely manner. However, it is out of our control on the availability the shop may have, we always recommend our customers to contact the repair facilities before they visit the location to confirm they are able to assist or so they can set up an appointment.

We certainly appreciate you sharing your experience and will not go unheard. We will be using this feedback to improve our inspections at our centers, in addition to using this as a coaching experience for our sales team. Should you wish to discuss your review in further detail, please contact our Customer Relations department at (800) 965-8043 and a representative will be glad to assist you further.

Respectfully,

Jodi-Customer Relations

Hello Wendy,

Thank you for sharing with us your review and I am sorry to hear of the accident that occurred which caused your vehicle to be deemed a total loss. Accidents are never easy to deal with and can be very unpredictable, only hoping you are okay from it. I am glad to hear that we were able to get you into your vehicle of choice, however, I can certainly understand your frustration in regards to the remaining balance that is still owed on your loan since paying on it for the past 3 years.

In regards to your final purchase price, please know that it is our goal to be transparent with our customers. During contracting, DriveTime provides a personalized Federal Truth in Lending Disclosure to each customer which outlines a detailed breakdown of their APR, finance charge, total amount financed, total amount expected to be paid throughout the life of the loan, and total sales price.

Should you have further questions in regards to the payments that you are making and how they are being applied, I would encourage you to reach out to Bridgecrest, your loan servicing provider, at (800) 967-8526 and a representative would be glad to assist.

Kindly,

Jodi-Customer Relations

Hello Robert,

Thank you for sharing your feedback. I truly regret to hear that your DriveTime vehicle was recovered following the down payment error that you had detailed in your review .

While I understand the frustrating nature of this situation, it is important to keep in mind that any matters related to your loan itself, including recovery assignments, are handled by your lien holder, and not DriveTime directly. If you are seeking further clarification or assistance with this matter, I would strongly encourage you to contact them directly.

Thank you for giving us the opportunity to have you as a customer and apologize once more for your experience with us thus far. If you would like to speak with us directly, I welcome you to contact our Customer Relations team at (888) 290-0148 and a member of my team will be glad to assist.

Respectfully,

Jacob – Customer Relations

Hello Jenny,

Thank you for sharing your feedback. I am truly sorry that your experience with DriveTime has been dissatisfactory due to the issues you had with your vehicle after purchase.

Please know that each one of our vehicles is inspected prior to sale in an effort to avoid malfunctions after the point of sale. However, being that DriveTime is in the business of selling pre-owned vehicles, it can sometimes be very difficult for us to determine exactly if or when mechanical issues may arise. For this reason, we provide each of our customers with an initial Limited Warranty with their purchase, as well as the optional Vehicle Service Contract that is serviced through our contract administrator, SilverRock. Additionally, please keep in mind that each consumer is provided a disclosure detailing any known recall issues with their vehicle prior to purchase in an effort to provide the utmost transparency on this matter, and I want to apologize for any miscommunication that may have occurred.

In reference to the sway bar coverage concerns that you had mentioned, it is important to be mindful that these are considered to be non-covered items under the terms of SilverRock’s Vehicle Service Contract. While these repairs may play a role in the overall control of your vehicle, they are also considered to be an ownership expense, and want to apologize for any inconvenience this might cause for you.

Thanks again for taking the opportunity to leave your review. If you would like to review this matter with us further, you are more than welcome to reach out to our Customer Relations team at (888) 290-0148.

Best regards,

Jacob – Customer Relations

Hello Jacqueline,

Thank you for writing your review and I can certainly understand your disbelief when the dealership contacted you requesting the vehicle be returned. In addition, I am sorry to hear of your families loss and if your local DriveTime dealership was not able to get this matter resolved for you in a timely manner.

Upon arrival, certain documents must be presented and verified during the sales process such as proof of residency and proof of income. Please know at time of contract, every customer signs a Post-sale Verification Information form that states every vehicle sold is subject to an after-sale review and verification of the information you provided to us.

We understand you feel you need to take legal action, it’s definitely your choice as a consumer on how you want to proceed. We apologize that’s a route you feel you need to take, but we can speak with your attorney regarding this matter if you prefer. Please have your attorney send in a letter of representation. Either you or your attorney may send it in via email to RM-customerrelations@drivetime.com or fax to (866) 284-8390.

Again, I am sorry for any delay that took place in verifying the valid paperwork needed to purchase a vehicle with DriveTime. Should you wish to further discuss your review, I would strongly encourage you to reach out to our Customer Relations department at (800) 965-8043 and a representative would be glad to assist you.

Respectfully,

Jodi-Customer Relations

Hello Christopher,

Thank you for reaching out to us and I am glad to hear that your sales experience went smooth. However, I am sorry to hear that your temporary tags expire soon after purchase and if you haven’t received any correspondence from our staff regarding this matter.

Please know that we do our best to file all required documents to register your vehicle in a timely manner. It is important to know that if a customer should purchase a vehicle out of their home state, certain limitations and guidelines must be followed by the Department of Motor Vehicles when issuing emissions tags and license plates. Please know that if any of these items should expire before receiving your new registration tags, your purchase agreement would be sufficient as valid proof of ownership.

Your DriveTme dealership where you purchased your vehicle from, should be reaching out to you once your permanent tags arrive and as a courtesy can be forwarded to your mailing address. I would encourage you to keep in communication with them for the status of your delivery. Should you have any further question, you may also reach out to our Customer Relations department at (800) 965-8043 and a representative would be glad to assist.

Respectfully,

Jodi-Customer Relations

Hello TaQuesha,

Thank you for reaching out to us and I can certainly understand your frustration in regards to the engine concerns you are currently experiencing just days after being placed into another vehicle. We understand that everyone’s job is of importance to them, and certainly do not wish for our customers to miss days of work just days after purchasing their vehicle.

Please know that every vehicle sold from DriveTime is pre-owned and inspected prior to being placed on our sales lots. In addition, every pre-owned vehicle sold from DriveTime comes with a 30day/1,500 mile Limited Warranty at no cost to you, along with an optional Vehicle Service Contract available for purchase to assist in most cases thereafter. As for the approval time through SilverRock, please know that every claim must be verified and have the proper documentation, and at times pictures are required to view to confirm failure, which might require additional time to process.

I truly apologize if you felt that we misled you in any way and have lost faith in our loyalty to our customers. Should you have any questions pertaining to payments that are still to be paid on your loan should your vehicle be out of commission , I would encourage you to contact Bridgecrest, your loan servicing provider, at (800) 967-8526 and a representative would be glad to assist further.

Again, I am truly sorry for this unfortunate situation that took place with another vehicle of choice. We appreciate all feedback, both positive and constructive, and will be using this to help improve our inspections at our centers. Should you wish to further discuss your review with a member of our Customer Relations team, please contact (800) 965-8042.

Respectfully,

Jodi-Customer Relations

Hi Kelvona,

We thank you greatly for taking the time to share your feedback with us and sincerely apologize for your dissatisfaction regarding your vehicle purchase.

Please know that it’s our goal as a company to be transparent through all steps of the buying process. For this reason, we provide a Federal Truth in Lending Disclosure during the contracting process. This disclosure details the APR, finance charge, amount financed, total amount expected to be paid throughout the life of the loan, and total sales price. It is worth noting the total sales price would also include any additional ancillary products our customers may choose to purchase at the time of contracting, such as GAP; Vehicle Service Contract and Motion GPS, in additional to any sales tax, and title or registration filing fees. We also want to inform our customers of their option for outside financing as well.

Thank you again for your review and please accept our apologies if clear expectation were not set during your vehicle purchase regarding your financing. Please feel free to reach out to Bridgecrest, our loan servicing partner, should you have any questions pertaining to your loan terms.

Kindly ,

Rebekah – Customer Relations

Hello Patricial,

Thank you for providing your review and I sincerely apologize for the unpleasant experience that your encountered at our Macon location, in addition to the transmission concerns that you experienced so soon after purchase.

Please know in an effort to prevent mechanical malfunctions, every vehicle sold from DriveTime is inspected prior to being placed on our sale lots. Since our vehicles are pre-owned and we can never predict if or when automotive concerns might emerge, each DriveTime vehicle comes with a 30 day/1,500 mile Limited Warranty at no cost to you, along with an optional Vehicle Service Contract available for purchase to assist in most situations thereafter.

In addition, our main goal is to treat everyone with the utmost respect in a professional and comfortable atmosphere, along with maintaining an exceptional level of communication. From the first time you take interest in DriveTime until the sale is complete, we strive to provide the best in customer service to each and every customer who walks through our dealerships doors. Furthermore, we do our best to find a vehicle that will best suit our customers personal needs and as well as setting them up for financial success.

In closing, your feedback will not go unheard and will be used to improve both our level of customer service and our inspections on our vehicles. Should you wish to discuss your review in further detail, I would encourage you to contact a representative in our Customer Relations department at (800) 965-8043.

Respectfully,

Jodi-Customer Relations

Hello Jacquelyn,

Thank you for reaching back out to us and, again, I truly apologize if we fell short in providing that exceptional customer service after the purchase of your vehicle. Here at DriveTime, we do our best to focus on continuing a remarkable consumer relationship from the time you take interest in DriveTime until your loan is paid in full.

Since every vehicle that is sold from DriveTime is pre-owned, every vehicle is inspected prior to being placed on our sale lots and to make every effort possible in avoiding mechanical concerns. Since our vehicles are pre-owned and we are unable to determine if or when automotive concerns might occur, every vehicle comes with a 30 day/1,500 mile Limited Warranty at no additional cost to you, along with an optional Vehicle Service Contract available for purchase to assist in most situations after that.

Please know that if you have any questions pertaining to your car note, I would encourage you to reach out to Bridgecrest, your loan servicing provider, at (800) 967-8526 and a representative will be glad to review your account.

Again, I can certainly understand your frustration in regards to the mechanical concerns that occurred so soon after purchase and I am so very sorry if you feel that we have neglected you in any way pertaining to your concerns. Should you wish to discuss you review further, please contact our corporate Customer Relations team at (800) 965-8043 and a representative will be glad to assist.

Respectfully,

Jodi-Customer Relations

Hello Brandy,

Thank you for taking the opportunity to share your feedback. I am sincerely sorry to hear that you are experiencing a vehicle malfunction within 4 months of purchase.

Please know that we inspect each of our vehicles prior to sale in an effort to prevent post-sale mechanical concerns. However, due to the nature of pre-owned vehicles, these issues may sometimes present themselves after our customers leave the lot. For this reason, each vehicle purchase from our company includes an initial 30-day/1,500-mile Limited Warranty, in addition to the extended Vehicle Service Contract that we offer as an optional product at the time of signing.

In reference to the recall concerns you mentioned, please keep in mind that each customer is provided with a SaferCar.Gov acknowledgement form at the time of signing. By signing this document, we ensure that our customers are made aware of any known recalls or service bulletins associated with the vehicle that they are purchasing. Additionally, we always encourage our customers to reach out to their manufacturer to discuss any possible recalls or service bulletins.

That said, I want to thank you again for leaving a review. If you are in need of further assistance, please reach out to our Customer Relations team at (888) 290-0148.

Best Regards,

Jacob – Customer Relations

Hello Tim,

Thank you leaving your review. We value our customer feedback very highly, as it aids us in identifying opportunities to improve our business as a whole. That said, I am sorry to hear that you are dissatisfied with our company due to your reservations with the quality of our vehicles, as well as our overall sales process.

Please know that we make our best effort to provide our customers with excellent service by selling reliable vehicles and accommodating each customer’s individual needs throughout the sales process. Additionally, I would like to mention that our company values a sense of transparent honesty throughout all aspects of our business, and I want to apologize if your recent experience with our company left you feeling otherwise.

Than you again for sharing your thoughts on our company. If you have any additional concerns that you would like to address with us directly, please contact our Customer Relations team at (888) 290-0148.

Respectfully,

Jacob – Customer Relations

Hello Vicki,

Thank you for taking the opportunity to share your experience and feedback. I am sincerely sorry to hear that you are unhappy with your vehicle due to the ongoing GPS and brake issues detailed in your review.

While I understand the frustrating nature of this situation, it sounds like you are already in the process of addressing the GPS malfunction through SilverRock. I would strongly encourage you to continue working with them toward an amicable resolution.

Additionally, if you are experiencing brake issues, I would recommend having this concern addressed separately, as GPS problems typically do not directly affect a vehicles ability to engage the brakes.

That said, I want to apologize again for any inconvenience this matter has caused for you and your husband. After review, I see that you have recently been in contact with our Customer Relations team concerning these concerns. Please feel free to reach back out to our team if you would like to discuss this situation with us further.

Respectfully,

Jacob – Customer Relations

Hello Willie,

Thank you for contacting us and congratulations on paying off your vehicle with DriveTime. What a great feeling that must have been when you made your last and final car note. However, I can certainly understand your frustration you are experiencing since you have yet to receive your lien release in regards to the vehicle you paid off in October of last year.

Please know that we do our best to get all final documents to our customers in a timely manner once they own their vehicle free and clear. Again, my apologies and I would strongly encourage you to stay in communication with DriveTime and to please contact our Customer Relations department at (800) 965-8043 so we may get this matter resolved.

Respectfully,

Jodi-Customer Relations

Hello Jamal,

Thank you for composing your review and I am sorry to hear of the concerns you have been experiencing with your trunk during inclement weather conditions. We never like to hear of anyone’s disappointment in regards to their recent purchase with DriveTime.

Please know that all of the vehicles sold from DriveTime are pre-owned and inspected prior to putting them on our sales lots. Since our vehicles are pre-owned and we can never determine if or when mechanical malfunctions might occur, every vehicle sold comes with a 30 day/1,500 mile Limited Warranty, in addition to an optional Vehicle Service Contract to assist in most situations.

Again, I can understand your frustration in regards to the issues you are having with your trunk. Should you wish to discuss your review further, please contact our Customer Relations team at (800) 965-8043 and a representative will be glad to assist.

Sincerely,

Jodi-Customer Relations

Hello Tina,

Thank you for writing your review and I am sorry to hear of the mechanical concerns you have experienced over time.

Please know in an effort to prevent mechanical concerns, every vehicle sold from DriveTime is inspected prior to being placed on our sale lots. Since our vehicles are pre-owned and we are unable to predict if or when automotive concerns might arise, each vehicle comes with a 30 day/1,500 mile Limited Warranty along with an optional Vehicle Service Contract to assist in most situations.

Again, I can certainly understand your frustration regarding the reoccurring issue with the transmission. Should you wish to discuss your review further, please contact our Customer Relations department at (800) 965-8043 and a representative will be glad to assist you further.

Respectfully,

Jodi-Customer Relations

Hello Meka,

Thank you for writing your review and I am sorry to hear of the transmission concerns you experienced just months after purchase. In addition, I truly apologize for any inconvenience that your family experienced because of this unfortunate situation.

Please know that every vehicle sold from DriveTime is pre-owned and inspected prior to being placed on our lots for sale and that our focus in the multi-point inspection is primarily the safety and reliability of the vehicle. During the inspection process, our vehicles meet specific requirements that fall within the national highway standards guidelines.

Again, my apologies to you and your family in regards to your recent experience. I would encourage you to keep in communication with our Customer Relations department at (800) 965-8043 to see what options are available for transportation while your vehicle is getting repaired.

Respectfully,

Jodi-Customer Relations

Hello Sylvia,

Thank you for providing your review and I apologize if you felt that we misled you in regards to our pre-approval process.

At DriveTime, we strive to provide the most accurate information during the pre-approval process and it is important to keep in mind that these decisions are pre-approvals and they are not guaranteed. When you arrive at the dealership your down payment requirements are subject to change based on the information provided such as proof of residency, proof of income, your current credit score and your vehicle of interest.

Again, I do apologize once again that we were unable to provide you desirable options. Should you wish to discuss you review further, please contact our Customer Relations department at (800) 965-8043 and a representative will be glad to assist.

Respectfully,

Jodi-Customer Relations

Hello John,

Thank you for providing your feedback. I want to sincerely apologize for any miscommunication that may have occurred in reference to our vehicle reservation policy.

While I understand your frustration, it is important to know that we are only able to hold a vehicle for a customer once they have entered into our layaway program. Additionally, it is important to keep in mind that dealership inventory is subject to change on a regular basis, and I want to apologize if this was not clearly expressed throughout your sales experience.

That said, I want to thank you again for your interest in purchasing through our company. Please know that I will forward your feedback to the appropriate parties in order to ensure that all information reflected on our website is consistent with our company policy. If you have any additional questions, please contact our Customer Relations team at (888) 290-0148.

Thank you,

Jacob – Customer Relations

Hello Lynn,

Thank you for writing your review and I apologize if you felt we misled you in any way pertaining to the condition of your vehicle upon purchase.

At time of sale, an Experian AutoCheck History Report was provided to you as a courtesy. This report provides a history of the vehicle’s use such as any prior accident records, rental or government use, registration in a storm area or involvement in a theft. If any of these items were applicable, they would be notated in the vehicle information section of the Experian AutoCheck.History Report.

Should you have outside documentation otherwise, I would suggest you contact our Customer Relations department at (800) 965-8043 and a representative would be glad to look into this matter further.

Again, I am sorry to hear that you are disheartened by DriveTime due to your recent experience.

Respectfully,

Jodi-Customer Relations

Hello Teressa,

Thank you for providing your review. I am sorry to hear of the treatment and lack of professionalism that you received at our Plymouth Meeting dealership.

Please know our main goal is to treat everyone with the utmost respect in a professional and comfortable atmosphere. From the first time you take interest in DriveTime until the sale is complete, we strive to provide the best in customer service to each and every customer who walks through our dealerships doors.

We appreciate all feedback, both positive and constructive, and we will be using this to improve our level of customer service. Should you wish to discuss your experience further, please contact our Customer Relations department at (800) 965-8043 and a representative will be glad to assist.

Respectfully,

Jodi-Customer Relations

Hello Desiarae,

Thank you for writing your review and I am sorry to hear of the mechanical concerns that you experienced so soon after purchase.

Please know that every vehicle sold from DriveTime is pre-owned and inspected in an effort to address any pre-existing mechanical concerns prior to being placed on our sale lots. Since our vehicles are pre-owned and we are unable to predict if or when automotive concerns might arise, each vehicle comes with a 30 day/1,500 mile Limited Warranty along with an optional Vehicle Service Contract to assist in most situations.

Furthermore, every vehicle sold from DriveTime comes with a 5 day/300 mile Vehicle Return program (VRP), as you briefly mentioned. The VRP gives our customer the ability to return the vehicle for any reason within the first five calendar days, within 300 miles, after purchase and terminate the Simple Interest Retail Installment Contract. The VRP guidelines are outlined on page one of your Retail Purchase Agreement.

Again, I can certainly understand your frustration in regards to this unfortunate situation. Should you wish to discuss your review further, please contact our Customer Relations department at (800) 965-8043 and a representative will be glad to assist.

Respectfully,

Jodi-Customer Relations

Hello Yvonne,

Thank you for taking the opportunity to share your detailed feedback. I am truly sorry to hear that have had an unpleasant experience with our company thus far, largely due to the vehicle issues that you had encountered after purchase.

Please know that we make our best effort to identify any vehicle malfunctions during our initial vehicle inspection. However, due to the nature of pre-owned vehicles, mechanical problems may sometimes appear after the time of sale. For this reason, each vehicle purchase from our lot includes a 30-day/1,500-mile Limited Warranty through SilverRock, in addition to the optional Vehicle Service Contract that we offer at the time of signing.

Additionally, if our customers find that they are dissatisfied with their purchase in any way, they may utilize our Vehicle Return Program (VRP) that you had briefly touched on in your review. This program allows our customers to return their vehicle within 5 business days of signing their contract, in addition to being within 300 miles, while excluding Sundays and holidays.

I also want to sincerely apologize if the recent holiday hours had caused additional difficulty for you. Please know that both DriveTime and SilverRock try to account for these holiday hours when assisting customers with any ongoing concerns they might have. However, any new mechanical concerns that arise during those hours would need to be addressed on the following business day.

That said, I am deeply sorry to hear that this experience had left you wanting to part ways with our company altogether. If possible, I ask that you please contact our Customer Relations team at (888) 290-0148 so we may ensure that your concerns are properly addressed moving forward.

Respectfully,

Jacob – Customer Relations

Hello Erica,

I truly regret to hear that you are experiencing concerns with your vehicle and I sincerely apologize for any inconvenience this may be causing you. I want to assure you that all of our vehicles are inspected prior to placing them on the lots in an effort to prevent situations like these.

Our vehicles are pre-owned, while they do undergo an initial inspection in order to ensure that it meets the national highway standards, there are occasional instances in which mechanical malfunctions may arise post-sale. To ease the potential impact on our customers, each of our vehicles includes the initial 30-day/1,500-mile Limited Warranty, as well as the Vehicle Service Contract that we offer as an optional add-on to assist in most situations. If you haven’t already, I would encourage you to contact our warranty provider SilverRock at 877-584-3848 to file a claim.

Should you wish to discuss this matter further, please don’t hesitate to contact our Customer Relations department at 888-290-0148.

Kindly,

Eva-Customer Relations

Hello Leonor,

Thank you for writing your review. I am sincerely sorry to hear that you are dissatisfied with your vehicle purchase due to the overall structure of your loan.

Please know that we aim to be completely transparent with our customers regarding the cost of our vehicles at the time of sale, which is why we disclose our prices online and post them on every vehicle sold from our dealerships. Additionally, it is important to mention that we provide a Federal Truth in Lending Disclosure during the contracting process. This disclosure details the APR, finance charges, amount financed, total amount expected to be paid throughout the life of the loan, and the total sales price.

Thank you again for taking the opportunity to provide your feedback. If you have any additional questions regarding your payment history or loan structure, I strongly recommend that reach out to your lien holder.

Respectfully,

Jacob – Customer Relations

Hello Austin,

I am truly sorry to hear that a sudden fire had caused severe damage to your vehicle and sincerely hope that everyone is okay.

While we understand your position on this matter, it is important to know that the insurance provider should be your first point of contact any time that vehicle issues occur as a direct result of hazard damage. For this reason, we would encourage you to continue working with your insurance provider for a resolution on this.

That said, I want to apologize again for any inconvenience this situation had caused. If you would like to discuss this situation with us further, please contact our Customer Relations team.

Respectfully,

Jacob – Customer Relations

Hello Laura,

Thank you for sharing your review with us and even though your sales experience was unpleasant, I am pleased to hear that our sales staff was courteous and provided great customer service. I certainly apologize for any misunderstanding in regards to your vehicle of choice not being available upon arrival at your local DriveTime dealership.

Please know that our dealership can hold vehicles, however, the only way to secure a vehicle is by initiating our layaway program. In order to use our layaway option, our customers must agree to contract terms as well as make a portion of the required down payment for their desired vehicle.

Additionally, DriveTime ensures all vehicles have an adequate amount of gas before driving off the sales lot to ensure our customers arrive to their desired destination. If this was not the case, please contact our Customer Relations department at (800) 965-8043 so we may address this.

In addition, every vehicle sold from DriveTIme comes with a 5 day/300 mile Vehicle Return program (VRP). The VRP gives our customer the ability to return the vehicle for any reason within the first five calendar days, within 300 miles, after purchase and terminate the Simple Interest Retail Installment Contract. The VRP guidelines are outlined on page one of your Retail Purchase Agreement.

With all this being said, again, I am sorry that we were not able to get you into your desired vehicle. Please know that we appreciate all feedback, positive and constructive, and will be using this to improve our level of customer service. Should you wish to discuss your review further, please contact our Customer Relations department at (800) 965-8043 and a representative will be glad to assist.

Respectfully,

Jodi-Customer Relations

Hello Michael,

Thank you for taking the opportunity to provide your feedback. I want to sincerely apologize for any miscommunication that occurred during your recent inquiry through our dealership in regards to your down payment options.

Please know that we do allow our customers the option to make a partial down payment toward one of our vehicles through means of our layaway program. However, it is important to keep in mind that we are unable to finalize the deal until the full down payment requirement is met, and I want to apologize if this was not clearly expressed to you during your visit.

Thank you again for your interest in purchasing through our company. If you have any additional questions on this matter, please reach out to your local DriveTime dealership.

Thanks,

Jacob – Customer Relations

Hello Smiley,

Thank you for writing your review and I truly apologize for the mechanical concerns that you experienced just days after purchase, in addition to the lack of communication that was given in regards to your experience.

Please know that every vehicle sold from DriveTime is pre-owned and inspected in an effort to address any pre-existing mechanical concerns prior to being placed on our sale lots. Since our vehicles are pre-owned and we are unable to predict if or when automotive concerns might arise, each vehicle comes with a 30 day/1,500 mile Limited Warranty along with an optional Vehicle Service Contract to assist in most situations.

In addition, every vehicle sold from DriveTIme comes with a 5 day/300 mile Vehicle Return program (VRP). The VRP gives our customer the ability to return the vehicle for any reason within the first five calendar days, within 300 miles, after purchase and terminate the Simple Interest Retail Installment Contract. The VRP guidelines are outlined on page one of your Retail Purchase Agreement.

DriveTime strives to ensure that communication is being maintained and every question or concern a customer may have is addressed in a timely manner. If at any time communication is not being kept or not up to DriveTime standards we would definitely like the opportunity to address this.

Again, I can certainly understand your frustration pertaining to your overall experience. Should you wish to discuss this matter further, I would encourage you to reach out to our Customer Relations department at (800) 965-8043 and a representative will be glad to assist.

Respectfully,

Jodi-Customer Relations

Hello John,

I am truly saddened to hear that you are dissatisfied with your loan terms and that you have been experiencing concerns with your vehicle.

In regards to the mechanical concerns, as you know our vehicles are pre-owned and inspected to meet the national highway standards prior to being placed on our lots for sale. Since each vehicle is pre-owned and we are unable to determine if or when mechanical concerns might arise, each vehicle comes with a 30 day/1,500 mile Limited Warranty, along with an optional Vehicle Service Contract to assist in most situations.

Furthermore, please know our goal is to be transparent with all of our customers. At the time of contracting, we provide a Federal Truth in Lending Disclosure which provides in detail the APR, finance charge, amount financed, total amount expected to be paid throughout the life of the loan, and the total sales price. If you decide to return your vehicle, I would encourage you to contact Bridgecrest, our financing partner, at 800-967-8526.

I sincerely apologize again, for your overall experience. If you would like to discuss this matter further with us directly, please contact our Customer Relations department at 888-290-0148 and a representative will be glad to assist.

Sincerely,

Eva-Customer Relations

Hello Mike,

I truly regret to hear you are dissatisfied with our company due to the approval options that were presented to you.

I want to assure you we aim to provide the most accurate information during the pre-approval process. It’s important for our potential customers to understand that the pre-approvals are estimated approvals based off of the information that is submitted online. Our pre-approvals are not guaranteed; when you arrive at the dealership your down payment requirements are subject to change based on several factors; including but not limited to proof of residency, credit score, proof of income and the desired vehicle. Our goal is to be transparent with all of our customers, we take the time to answer any questions that may arise during the sales process to ensure our customers feel confident with their purchase.

I apologize if you felt misled in any way. If you have any questions regarding this information or should you wish to discuss this matter further, please don’t hesitate to contact our Customer Relations department, at 888-290-0148.

Best regards,

Eva-Customer Relations

Hello Alexis,

Thank you for taking the opportunity to provide detailed feedback on your recent experience at our dealership. I want to sincerely apologize for any frustration you had felt due to the complications you had experienced throughout our layaway process, as well as the issues you had with the vehicle itself after the time of sale.

In reference to the pricing change and additional down payment requirements you had mentioned throughout the purchasing process, it is important to mention that our vehicle prices are subject to change based on the daily market value of each given vehicle. However, once one of our customers have entered into the layaway program by making a deposit on their vehicle, they would be locked into the contract terms and rates that were established at that time. That being said, it is always important for our customers to keep in mind that the layaway program has an established deadline of 14-days. If that deadline is reached, and our customer is required to begin the approval process once more, any pricing fluctuations between the original layaway date and the current date would then take effect.

Regarding the vehicle issues you had mentioned, please know that we make our best effort to identify any known issues during the initial vehicle inspection. In the event that issues arise after sale, it is important to keep in mind that each vehicle from our lot includes an initial 30-day/1,500-mile Limited Warranty, in addition to the extended Vehicle Service contract.

I also want to apologize if you had felt restricted on which facility you were able to utilize upon being offered assistance with your oil change through our dealership. Please know that this was not done as an inconvenience to you in any way. Rather, this is because Drivetime, along with our warranty partner, SilverRock, have a list of partnered vendors and repair facilities that are able to assist us in situations such as these.

Thank you again for leaving your review. If you are in need of further assistance, please contact our Customer Relations team at (888) 290-0148.

Respectfully,

Jacob – Customer Relations

Hello Clayton,

I truly apologize if your sales advisor was unable to assist you during the time of your call. I want to assure you our intentions as a company is to be transparent with all of our potential customers and to create a personalized experience.

Additionally, please know that we aim to provide the best possible service during all steps of the purchasing process. Our mission is to ensure that the service level is being maintained throughout the process with all customers and I regret to hear you are feeling otherwise. If you feel more comfortable going to a different location, you are more than welcome to visit any nearby DriveTime dealership that can also assist you with the sales process and with any questions you may have.

We appreciate all your feedback and will be providing any applicable coaching or training opportunities in an effort to prevent this situation in the future. If you have any questions, please don’t hesitate to contact your local dealership or our Corporate sales team, at 800-965-8042.

Sincerely,

Eva-Customer Relations

Hello Elijah,

Thank you for writing your review and I am sorry to hear of the mechanical concerns that you are currently experiencing.

Please know that every vehicle sold from DriveTime is pre-owned and inspected prior to being placed on our lots for sale. Since our vehicles are pre-owned and we are unable to predict if or when mechanical concerns might arise, each vehicle that is sold comes with a 30 day/1,500 Limited Warranty along with an optional Vehicle Service Contract to assist in most situations.

It is important to know that at times repairs will be needed on the vehicle that will be considered a non-covered component and would be considered the customers’ cost of ownership. However, in the event you may need possible repair assistance, our DriveTime Customer Relations department is able to review an estimate for any applicable options of assistance. That being said, it would be the customers responsibility to obtain an estimate which may require a diagnostic fee to be paid to the repair facility. Unfortunately, we are unable to offer assistance with the cost of the fee.

Again, my apologies regarding your sales experience. Should you wish to discuss this matter further, please contact our Customer Relations department at (800) 965-8043 and a representative will be glad to assist.

Respectfully,

Jodi-Customer Relations

Hello Richard,

Thank you for writing your review. I am truly sorry to hear of the multiple mechanical concerns that you are experiencing, in addition to the treatment you are receiving from our in-network repair facilities.

Please know every DriveTime vehicle is inspected prior to being placed on our lots for sale. Since our vehicles are pre-owned and we can never predict if or when mechanical malfunctions might arise, each vehicle comes with a 30 day/1,500 mile Limited Warranty, along with an optional Vehicle Service Contract to assist in most situations.

In regards to our in-network repair facilities, we are selective as to whom we partner with and certainly apologize for the lack of customer service and professionalism you received. We appreciate all feedback, both positive and constructive, and encourage you to contact SilverRock at (877) 584-3848, your Vehicle Service Contract provider, to aid you in locating an in-network repair facility that is able to assist you with your current concerns. You may also visit SilverRock’s website, SR-Repairs.com and enter in your zip code to find an accommodating location.

Should you wish to discuss your review further, please contact our Customer Relations at (800) 965-8043 and a representative will be glad to assist.

Respectfully,

Jodi-Customer Relations

Hello Kaylie,

Thank you for taking the opportunity to write your review. I am truly sorry to hear that you are unhappy with your vehicle due to the engine issues you had mentioned.

Please know that we try to avoid these situations altogether by identifying any known issues during our initial vehicle inspection. However, due to the nature of pre-owned vehicles, mechanical malfunctions may sometimes occur after the time of sale. It is for this reason that we include an initial Limited Warranty, as well as an optional Vehicle Service Contract.

Under the terms of this Vehicle Service Contract, it is important to keep in mind that our warranty partner, SilverRock, may sometimes request maintenance records if they have any reason to believe that a lack of maintenance may have led to the failure of an otherwise failed component. Please be aware that this detail is listed within the terms of the Vehicle Service Contract that is signed at the time of sale.

While I also understand your concern regarding the overall quality of the part that was initially placed in your vehicle, please know that SilverRock works with licensed part suppliers in order to obtain the components needed. Additionally, please know that any parts provided by these suppliers will normally include a 1-year/12,000-mile warranty, which in some cases may also be contingent on obtaining proof of maintenance records.

That said, I want to apologize again for any inconvenience this matter had caused for you. Please know that we have been made aware of your frustrations through feedback that you had left elsewhere. We would be more than happy to discuss this situation with you in further detail; However, we are unable to do so in a public forum. At your earliest convenience, I welcome you to contact our Customer Relations team at (888) 290-0148.

Respectfully,

Jacob – Customer Relations

Hello Jackie,

I am truly sorry to hear about your buying experience. Although you were able to purchase your desired vehicle, I do want to apologize for the extensive time it took to finalize the process due to the lack of staff that we had available. We do our best to provide all of our potential customers a personalized and comfortable experience. I sincerely apologize if this didn’t reflect during your visit.

We appreciate all feedback and will be providing any applicable coaching or training opportunities in an effort to prevent this situation in the future. If you have any additional feedback or any questions, please don’t hesitate to contact our Customer Relations team, at 888-290-0148.

Kindly,

Eva-Customer Relations

Hello Nashida,

I am saddened to hear that you are dissatisfied with your loan terms and that you were experiencing concerns with your vehicle. I am sorry you feel you have to return your vehicle.

In regards to the mechanical concerns, as you know our vehicles are pre-owned and inspected to meet the national highway standards prior to being placed on our lots for sale. Since each vehicle is pre-owned and we can never determine if or when mechanical concerns might arise, each vehicle comes with a 30 day/1,500 mile Limited Warranty (LW), along with an optional Vehicle Service Contract (VSC) to assist in most situations. However, it is important to keep in mind that coverage of any components under this Limited Warranty are contingent on whether or not a failure is confirmed through an in-network repair facility.

Furthermore, please know our goal is to be transparent with all of our customers. At the time of contract, we provide a Federal Truth in Lending Disclosure which provides in detail the APR, the finance charge, the amount financed, the total amount expected to be paid throughout the life of the loan, and the total sales price. If you decide to return your vehicle, I would encourage you to contact Bridgecrest, our financing partner, at 800-967-8526.

I sincerely apologize again, for your overall experience. If you would like to discuss this matter further, please contact our Customer Relations department at 888-290-0148 and a representative will be glad to assist.

Best regards,

Eva-Customer Relations

Hello Denise,

I regret to hear that you were dissatisfied with the approval options presented to you and your buying experience.

Please know our goal as a company is to be transparent with our customers through all steps of the purchasing process. It’s important to keep in mind that these decisions are pre-approvals and they are not guaranteed. The approval options presented to our potential customers are subject to change based on several factors; including but not limited to proof of residency, credit score, proof of income and the desired vehicle. We work diligently with our customers to find a vehicle that they will not only be happy with, but that will fit well within their budget.

In regards to the service level you encountered, please know that we do our best to provide all of our potential customers a personalized and comfortable experience. I sincerely apologize if this didn’t reflect during your visit. If at any time the service level or communication at DriveTime is not being kept or not up to DriveTime standards, we would definitely like the opportunity to address this.

Should you wish to discuss this matter further, please don’t hesitate to contact our Customer Relations department, at 888-290-0148.

Sincerely,

Eva-Customer Relations

Hello Andre,

I sincerely apologize for any frustrations you have experienced due to the mechanical concerns that arose so soon after purchase. Going through repairs can definitely be overwhelming and frustrating.

Please know that all of our vehicles are inspected prior to sale in an effort to prevent situations like these. Our vehicles are pre-owned, while they do undergo an initial inspection in order to ensure that it meets our quality standard, there are sometimes instances in which mechanical malfunctions may occur post-sale. To alleviate the potential impact on our customers, each of our vehicles include the initial 30-day/1,500-mile Limited Warranty, as well as the Vehicle Service Contract that we offer as an optional add-on. However, it is important to keep in mind that coverage of any components under this Limited Warranty is contingent on whether or not a failure is confirmed through an in-network repair facility. Please consider that if the repairs needed are determined to be non-covered components, then they would be considered cost of ownership. In regards to the rental expenses, SilverRock does offer rental reimbursement up to a daily rate of $25.99 for every 8 hours of labor time required to complete the repair on covered components.

Additionally, as you may know, if our customers find that they are dissatisfied with their purchase in any way, they may utilize our Vehicle Return Program (VRP). This program allows our customers to return their vehicle within 5 business days of signing their contract, in addition to being within 300 miles, while excluding Sundays and holidays.

Kindly,

Eva-Customer Relations

Hello Denise,

Thank you for sharing your updated feedback. I am sincerely sorry to hear that you have not yet received your refund.

Upon further review, it appears that our dealership staff has been making efforts to contact you regarding this matter. Unfortunately, they have been unsuccessful in their attempts to reach you thus far.

At your earliest convenience, I ask that you please reach out to our dealership at (317) 554-0355 so that they may assist you in the process of obtaining your appropriate refund. Once you have contacted them, you are more than welcome to contact our Customer Relations team at (888) 290-0148 if you feel that you are in need of further assistance.

Thanks,

Jacob – Customer Relations

Hello Eric,

First off let us say, Congratulations for paying your vehicle off with Bridgecrest! We appreciate you reaching out to us and allowing us to look into your concern in regards to getting your vehicle registered. I recognize the urgency regarding your situation and I would strongly encourage you to contact our Customer Relations department and request for me directly so I may get this taken care of. I will do my best in order to get this matter resolved and to assist in this matter.

Again, my apologies for this unfortunate circumstance.

Respectfully,

Jodi-Customer Relations