Company Response
3/27/2024
March 27, 2024
Business Consumer Alliance
To Whom It May Concern:
Thank you for bringing this matter to our attention. DriveTime Cars Sales LLC (DriveTime)
appreciates the opportunity to address our customer's concerns. We have collaborated with
SilverRock, the administrator of her Vehicle Service Contract (VSC), to provide the following
details. Please see below for additional information.
On September 17, 2022, our customer purchased a 2016 Jeep Patriot from DriveTime. The vehicle
came with a free 30-day/1,500-mile Limited Warranty (Warranty). Our customer elected to
purchase a 5-year/50,000-mile VSC. SilverRock administers both products. At times, DriveTime
may review non-covered repairs for any applicable offers of assistance. These offers of assistance
are communicated to SilverRock so that it may administer the repair claim.
All DriveTime vehicles are inspected prior to sale at reconditioning centers. Parts that fail
inspection are repaired or replaced. Since it is difficult to predict when mechanical concerns will
arise on a used vehicle, DriveTime provides the Warranty to all our customers at no additional
charge. Additionally, DriveTime provides customers with a five-day Vehicle Return Program
(VRP), which gives our customers the option to return the vehicle within five calendar days. This
additional time ensures customers are comfortable with their purchase.
On October 21, 2022, an in-network repair facility (INRF) contacted SilverRock to initiate a claim.
The INRF advised that the subframe of the vehicle may be bent, however, the INRF was unable to
complete the necessary repairs. As a goodwill gesture, we elected to cover the expense of the
diagnostic fee so that she could bring the vehicle to an INRF body shop or the original equipment
manufacturer (OEM) to initiate a claim. Once the claim was initiated with SilverRock, we would
review any non-covered components (NCCs) for applicable offers of assistance.
On October 26, 2022, an OEM contacted SilverRock and advised that no concerns were identified
with the vehicle's subframe.
On March 13, 2024, an INRF contacted SilverRock to initiate a claim for the replacement of the
vehicle's front lower control arms, rear upper control arms, front sway bar links, rack and pinion,
and front outer tie road ends, and to perform an alignment. SilverRock was unable to authorize
these repairs as they are non-covered per the terms of the VSC. We can confirm that the claim did
not indicate any concerns with the subframe of the vehicle. That same day, our customer contacted
us to discuss the claim and seek a resolution. Due to the amount of time that had passed and the
mileage driven since purchase, we were unable to offer additional assistance.
Upon receipt of our customer's concerns, we reviewed her account and confirmed all policies and
procedures were followed in the administration of her account and VSC. On March 20, 2024, we
spoke with our customer regarding the complaint concerns and abovementioned information,
however, she remained dissatisfied.
DriveTime thanks the Business Consumer Alliance for the opportunity to address this matter.
Should you or our customer have any additional questions, you may contact our Customer
Relations department at (800) 965-8043.
Sincerely,
Ashley H.
Agency Specialist
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