Consumer complaint received 2019-02-07
Company: DriveTime
State: MD
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with the interest rate

Complaint:
To Whom It May Concern : Hello, my name is XXXX XXXX XXXX and Im writing to convey the message of how dissatisfied I am with my most recent purchase ( s ) of vehicles from XXXX XXXX located in XXXX XXXX, MD. My first vehicle I had purchased from set dealership on XX/XX/XXXX ; was a XXXX XXXX XXXX XXXX XXXX. At the time of purchase, I was made aware of an Open Recall on the vehicle for an Air Bag Deflator issue which effected a lot of vehicles on the road not just this XXXX but other brands as well. Didnt think much of it at the time but there was no remedy for it at the time or even at the time at which DriveTIme bought back my vehicle. I was ok with that because I was made aware of it before purchasing the vehicle. It wasnt until I had put permanent tags on my vehicle that I started having other issues. Granted it was a used vehicle and in the State of Maryland every used car to my knowledge comes with an Implied Warranty which I know I was past but upon asking they couldnt give me their version of Implied Warranty. It started with some noises coming out of the rear of the vehicle and I was filling my tires up with air when I noticed I might have had a flat tire so upon jacking the vehicle up and getting the spare out thats when I was able to see the beast I was dealing with. Everything under the vehicle was rusted so wasnt too worried about it at the time other than when something goes wrong with this vehicle and I need work done on it ; it wouldnt be easy or cheap. So, I took it in for the noise and was told by an in-network Repair Shop it needed Wheel Bearings in the rear, Rear axle seals and differential cover gasket. So, talked to XXXX XXXX who is the company they offer service with and was told the wheel bearings where the only things covered. So, I authorized the work and wanted naturally to get a second opinion which I had done at an out of network repair shop. After arguing my point with DriveTime it was offered that when I take back into an In-Network Repair Shop have them look at it again and pay my dectubile again and they would tell XXXX XXXX to approve the needed repairs. At which time of bringing it back in I was still concerned with not having an emergency Brake the functioned properly so when they looked into that as well they tried selling me Rear Brake Job which XXXX clearly denied because it is a wearable item and I get that but the XXXX miles I had put on the vehicle wouldnt have done any of the damage that these repair shops was saying was wrong with my vehicle. SO, after this refusal by XXXX XXXX on all of the repairs again after being told they would be covered after I paid my dectubile. I picked my vehicle with no work done and ended up paying more than my dectibule to get my vehicle back because of the check-out time the shop needs to look at my vehicle. Fine with that my issue is things promised werent getting done so took it to yet another outside out of network repair shop at which time it was brought to my attention that I had flood damage which DriveTIme refuses to admit. But after complaining and with Photo evidence included in this complaint, they offered to buy my XXXX back and I could get into another DriveTIme vehicle. Heres the catch at the time I was happy to get out of this vehicle but was unaware the 6 months of on time payments wouldnt be refunded but my on-time payments would reflect my credit score when getting a new vehicle from them. This is where it gets tricky it did and didnt. My interest rate was raised, and I have been not given a straight answer on way because of no fault of my own. SO, over the life of the new loan its an increase of over {$600.00} dollars for mistakes made by others not me. So, in XX/XX/XXXX I get into my current vehicle and thrilled about. But it sinks in how my interest rate was raised for no reason and little things like no reimbursement for time I had taken off to deal with my prior vehicles issues but was offered reimbursement for tint I had done to my prior vehicle and floor mats that didnt come with my new vehicle which DriveTIme didnt have to do but did. I thank you for that but like everything else when dealing with this company it is on there terms. I relied the information to them they requested to get my reimbursement check and stated I needed it before leaving on a business trip which happened to be after I owed a payment to XXXX the lien holder. Said would be next day air but arrived after leaving on my business trip and after I had made a payment. SO naturally becoming more upset I said somethings in emails that I shouldnt have after being offered a settlement at which I would give up my right to per sue anything more and they would credit the principal {$45.00} dollars and match my other interest rate. Needless to say, after writing emails that basically upset a lot of people at their company my settlement was withdrawn and here, we are now. If I get nothing else form them, I want in writing the process from start to finish of someone buying a vehicle like I had from getting preapproved online to going into the dealership and getting a vehicle so someone could look at my situation and that process and see what mistakes was made on both of our parts. I had gotten the same Salesman both times and it would be unfair in my mind him getting paid commission on both purchases for mistakes made by DriveTime. It is my belief that DriveTIme sold me a vehicle that shouldnt have been sold to the general public or at least to the general public at that said price when clearly this vehicle had been in a flood and/or some kind of water damage that affected the value of the XXXX XXXX. Which is fraud and should entitles me regardless of documents signed the balance I paid into set vehicle because DriveTIme sold me a vehicle that wasnt as advertised. A copy of this will be sent to the Maryland Attorney Generals Office as well as the Maryland State Police Automotive Safety Enforcement Division to investigate DriveTime and its questionable Sales Tactics. Feel free to contact me at XXXX XXXX XXXX XXXX and/or at XXXX. Hope to hear from you soon.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation