To Whom It May Concern,Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On February 5, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Buick LacrosseThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAttached is a copy of the Simple Interest Retail Installment Contract for your reference.On November 23, 2016, our customer contacted Bridgecrest inquiring about possible payment defermentsShe informed us that she had been assisting with her mother’s medical billsWe advised her that we would need proof of out of pocket expenses in order to submit the request for payment deferments.Payment deferments are provided to our customers who have experienced a hardshipThe purpose of these deferments is to provide payment assistance by placing these payments at the end of the loanThis will push back the maturity date and interest continues to accrue during the deferment periodIn order to perform a payment deferment, Bridgecrest requires our customers to provide evidence of a hardshipFor our customer, we requested she submit a billing statement for her medical expensesWe do not require personal information be left on the billing statement, or any other supporting documents, but Bridgecrest needs to verify that there was a hardshipBridgecrest does not offer payment deferments until our customers are outside their hardshipWe do this to ensure that our customers will be able to maintain their regularly schedule payments after the deferment period.On November 28, 2016, Bridgecrest spoke with our customer concerning her paymentsShe informed us that she was paying out of pocket for medical expenses and needed assistance with November’s paymentsShe inquired about having the pay frequency changed to monthly as this would help her maintain payments on her accountShe also made us aware of the poor customer service experience she had with prior Bridgecrest representatives, to which we are exploring for any training opportunities and will handle internallyWe offered to perform a two payment deferment for the payments in the month of NovemberOur customer expressed satisfaction with our offer of resolution.At this time, Bridgecrest is currently working with our customer to complete a two-payment defermentOnce the deferment completed, we will perform a frequency change to monthly.We apologize for any inconvenience or confusion this matter may have causedAs a goodwill gesture, Bridgecrest has applied a $credit towards our customer’s account balanceBridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at [redacted]
When an insurance check is subsequently made out to both our customer and Bridgecrest, it is standard procedure for the check to be managed by the Bridgecrest Total Loss DepartmentOur procedure ensures we are able to validate that the repairs for the vehicle have been completed before endorsing the check to the repair facilityFurthermore, our procedure assists with reducing the amount of vehicles abandoned at repair facilities with no payment for repairs completedOnce the repair facility provides Bridgecrest with the required documentation and proof of the repairs completed, Bridgecrest will then endorse the insurance check in full to the above-mentioned repair facilityOn June 2, 2016, Bridgecrest received an insurance check from a third party insurance company in the amount of $That same day, our customer contacted Bridgecrest with concerns in regard to the insurance checkShe wished for Bridgecrest to facilitate arrangements to endorse the check in her name as the sole recipientWe advised that we would be unable to accommodate her request to remove Bridgecrest from the insurance check; additionally, we advised once the repair facility provided us with the final itemized invoice and pictures of the completed work, Bridgecrest then would endorse the insurance check to that repair facilityOn June 6, 2016, Bridgecrest contacted our customer to address the concerns in her complaintOur customer stated that she was inconvenienced, and wished for Bridgecrest to endorse the insurance check in her namePer previous correspondence, we advised that Bridgecrest would be unable to endorse the insurance check in her name; additionally, we encouraged our customer to take the vehicle to a licensed repair facilityOnce that repair facility notifies us that they have completed the repairs and provided the aforementioned documentation, the insurance check would then be endorsed to that repair facility.Please see attached PDF for the full response
Later that day, we spoke to our customer and attempted to address her concernsWe discussed the above information and explained that we had made efforts to assist her with curing the account delinquency prior to recovery, but the account had fallen too far past dueWe encouraged her to work with our Redemptions department for further assistance with reinstating her loanDue to the sizable past due status of our customer’s loan and the recovery of the vehicle, our customer will need to make a minimum payment of $1,to secure the release of the vehicle back into her possession and to ensure the loan is successful upon reinstatementThe sale of the vehicle is currently on hold, pending our customer’s decision to accept our offer and make the aforementioned minimum payment to reinstate the loanOur offer is valid until August 27, 2017, after which the vehicle will be sold and any proceeds will be applied to the remaining deficiency balance on the loan
On July 10, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Chevrolet Cobalt from DriveTimeThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest)Attached is a copy of the Contract for your referenceAt the time of sale, our customer agreed to make bi-weekly payments of $183.99, with one final payment of $183.62, beginning on August 7, Additionally, our customer agreed to finance a total of $17,with a 15.9% Annual Percentage Rate (APR) for a total sale price of $25,574.24, as outlined on page one of the Contract under Federal Truth in Lending DisclosuresOn page two of the Contract, under section titled Itemization of Amount Financed, it provides a breakdown of what is included in the purchase price.Our customer’s contract is a ‘simple interest’ contractThis means a “finance charge” (interest) is charged each day on the amount financed with usWhen our customer makes a payment, the payment pays interest and it pays/reduces the amount financedIf a payment is made late, the contract continues to accrue interest and more of the payment is allocated to the extra interestBridgecrest offers a variety of loan modifications to our customers, from payment extensions/deferments to due date changesPrior to submitting for any due date changes, Bridgecrest strides to ensure our customer is successful in maintaining payments after the modification periodThis means our customers must provide new paystubs to validate they are being paid on days alternate to the scheduled due datesBridgecrest allows our customer to have one due date change throughout the life of the loanHowever, as loan modifications are subject for review, exceptions can be made(continued on attached)
To Whom It May Concern:Thank you for bringing this matter to our attentionWe appreciate the opportunityto address our customer’s concerns.On November 17, 2015, our customer entered into a Simple Interest RetailInstallment Contract when she purchased a Toyota Camry from DriveTime.The Contract was subsequently assigned to DT Acceptance Corporation, now knownas Bridgecrest Acceptance CorporationAttached you will find the Simple InterestRetail Installment Contract for your reference.At the time of sale, our customer agreed to make bi-weekly payments of$beginning on December 14, with one final payment of $onDecember 6, 2021.On August 25, 2016, our customer contacted Bridgecrest to set up a paymentarrangementShe informed us that she would be able to make a payment of $676.35on August 31, 2016.On August 31, 2016, Bridgecrest received a payment of $but it was reverseddue to insufficient funds on September 6, 2016.On September 7, 2016, our customer contacted Bridgecrest to check on the status ofher accountWe informed her that her payment had reversed due to insufficientfundsShe advised us that her bank statement reflects that the payment had cleared.Bridgecrest informed our customer to seek clarification from her bank as it wasreversed in our systems on September 6, Formerly DT Credit Company, LLCPO Box 29018Phoenix, Arizona 85038On September 8, 2016, our customer contacted Bridgecrest to inform us that shewill be sending in a bank statement to prove the payment was drafted from herbank account.On September 9, 2016, after reviewing the bank statement provided, we informedour customer that we would need a running bank transaction history rather than aweek’s worth of transactionsIt should reflect a week prior to the transaction dateand up to that day’s date, September 9, Our customer understood and advisedshe would have her bank send an updated version.On September 10, 2016, Bridgecrest reached out to our customer in regards to thebank statementWe advised her that the bank statement she sent had beentampered withWe informed her that without a running bank statement, free of anymodifications, we are unable to provide further assistance.At this time, Bridgecrest has not been able to reach our customer nor have wereceived an unaltered copy of our customer’s bank statementWe will continue ourefforts to reach our customer in attempt to reach an amicable resolution.We apologize for any inconvenience or confusion this matter may have causedAs agoodwill gesture, DriveTime has applied a $credit to our customer’s principalbalance.Bridgecrest thanks the Revdex.com for their ongoing supportShouldyou have any questions or comments, please contact our Customer RelationsDepartment at [redacted] .Thank you,
Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concernsAs explained in our previous response, Bridgecrest is unable to discuss our customer’s account information via email in order to be in compliance with Federal Consumer Protection Laws and to protect sensitive customer and account informationIn response to the email received on November 6, 2017, we requested that our customer call into our Customer Service departmentUnless she verbally communicated with us, Bridgecrest would not have created any payment arrangements through emailWe apologize for the frustration our customer has experiencedBridgecrest attempted to aid our customer to the best of our ability.As of December 1, 2017, our customer’s account has entered into a Charge Off statusOur customer is responsible for satisfying the past due balance ($2,063.76), late fees ($20), and any applicable recovery and/or auction feesSince the Notice of Intent letter expired on December 5, 2017, the vehicle is eligible to be sold at auctionIf our customer wishes to reinstate the vehicle, is it imperative that she contact our Customer Service department at 800-967-to discuss her options.We thank you for your ongoing support in allowing us the opportunity to address our customer’s concernsShould you have any questions please feel free to contact our Customer Relations department at [redacted]
[redacted] [redacted] Review the call Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
October 20, Revdex.com Ph###-###-#### Fax ###-###-#### Re: Complaint # [redacted] To Who It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On April 4, 2015, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Ford Expedition from DriveTimeThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationThe vehicle came with a day/1,mile DriveCare Limited Warranty, administered by [redacted] Our customer purchased an additional year/50,mile Vehicle Service Contract, also administered by [redacted] Our customer was also given an Optional Products DisclosureAttached are the Contract, DriveCare Limited Warranty, and Vehicle Service Contract (VSC) for your referenceAt the time of signing, DriveTime reviews each document with our customers and ensures they understand the information withinAt the time of sale, our customer had the opportunity to review the Vehicle Service Contract before signingOn page of the VSC, there is a thorough breakdown of parts that are covered, followed by a section labeled “Exclusions-What This Vehicle Service Contract Does Not Cover”Within this section it states:All parts not specifically listed as Covered Parts are not covered under this Contract this contract provides no benefits or coverage and Provider has no obligation under this contract for:·repair or replacement of any covered part if a Breakdown has not occurredOn October 10, 2016, our customer contacted [redacted] to report that the vehicle is at an in-network repair facility with a wheel bearing issue [redacted] explained that the claim would have to be called in by an in-network repair facility and explained the process for a covered repair
Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On February 9, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Toyota HighlanderThe vehicle came with a 30-day / 1,500-mile DriveCare Limited Warranty, administered by AeverexOur customer opted to purchase an additional 5-year/50,000-mile Vehicle Service Contract, also administered by AeverexThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAttached is a copy of the Simple Interest Retail Installment Contract, DriveCare Limited Warranty, and Vehicle Service Contract for your reference.On February 20, 2016, our customer contacted Aeverex to express concerns with arattling in the climate controlAeverex encouraged him to have a diagnosis completed at an in-network repair facility.On September 21, 2016, our customer contacted Aeverex to voice concerns with ACissuesAeverex encouraged him to have a diagnosis completed at an in-network repair facility.On October 24, 2016, our customer voluntarily surrendered the vehicle to DriveTimeThat same day, DriveTime processed the vehicle accordingly and made arrangementsto transport the vehicle to the neauction.On November 2, 2016, a third party requested the 10-day payoff amount for the vehicleWe provided a 10-day payoff amount of $15,with a per diem of $7.14,this amount will be accurate until November 12, On November 7, 2016, our customer contacted Bridgecrest with concerns about an insurance claim filed due to hail damage on the vehicleHe advised us that he was contacted by a third party insurance provider and advised there was an insurance claim initiated on the vehicle he had previously voluntarily surrendered back to DriveTimeOur customer also stated concerns with the way the trade line was being reported to the major credit reporting agenciesHe advised the vehicle was being reported as an involuntary repossession rather than a voluntary surrenderAfter further review of the account, we have determined that no action was taken by Bridgecrest in reference to the aforementioned concernsWe apologize for any inconvenience this matter may have caused.On December 1, 2016, our customer contacted Bridgecrest in reference to theinsurance claimWe informed him our third party vendor had filed a lien holders claim on behalf of Bridgecrest and encouraged him to contact them for further assistanceWe then provided him the contact information for the third party vendorthat processed the lienholder claim.On December 5, 2016, Bridgecrest contacted our customer in an effort to address his concernsWe informed him our third party vendor had filed the insurance claim and we would need to gather further information in order to determine how Bridgecrest was able to assist himWe advised him we would follow up with him, in reference to the status of his concerns, periodically.At this time, we are unable to assist our customer with the lienholders claims with his insurance providerOur third party vendor filed a claim on behalf of Bridgecrest when damage was found on the vehicleOur third party vendor will send photos of the damage to our customer insurance provider and provide them the opportunity to inspect the vehicle damage and write an estimateIf our customer if disputing the damage occurred while in his possession, he would need to dispute that with his insurance providerIt is up to his insurance provider based on their policy whether or not they accept (pay) or deny the claim.As a goodwill gesture, Bridgecrest has submitted a request to delete the trade line from the major credit reporting Agency.We apologize for any inconvenience or confusion this matter may have causedAs a goodwill gesture, Bridgecrest has sent our customer a $American Express gift card to the address on fileBridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at 800-965-
On November 20, 2015, our customer entered into a Simple Interest Retail Installment Contract (Contract) when she purchased a Chevrolet Malibu from DriveTimeThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest)The Contract is attached for your referenceOn February 24, 2017, our customer’s account had a regularly scheduled payment due on the accountAs that payment was not satisfied, the account entered into a default status and has not been brought currentSince the account was past due, Bridgecrest made unsuccessful attempts to reach our customer at all phone numbers listed on the account, including the one provided on her complaintBridgecrest also sent several emails to the email address on the account in an attempt to reach the customerThe last correspondence Bridgecrest received from our customer, was an email she sent on November 6, By that time, our customer was days past due for $1,This email advised us that she found new employment and would not be paid for another two weeksAs we are unable to discuss our customer’s account information via email, we replied with an email that encouraged our customer to contact our Customer Service department to discuss a repayment plan.With no further payments or contact made with our customer, Bridgecrest assigned the vehicle for recovery on November 13, with the account at days past dueThe vehicle was later reported as recovered on November 22, Bridgecrest then sent our customer a Notice of Intent letter on November 24, 2017, which outlines the outstanding balance owed and how she may reinstate or redeem the vehicleBridgecrest has not had any verbal contact with our customer since December 5, Bridgecrest found that our customer’s phone number listed on the account is out of service and we have not been able to speak with her...(continued on attached)
On September 13, 2017, DriveTime reached out to our customer to discuss her concernsWe explained the above timeline and informationOur customer explained she did not notice the leak prior to as the vehicle was not open to the elements while parked prior to that timeShe further explained she had paid to have the fuel pump, air conditioning compressor, and a portion of the fuse box repairs completedAs a gesture of goodwill, we offered to waive the remaining deficiency balance, delete the trade line, and release the title to our customerOur customer accepted and the call ended on amicable termsWe will continue to work with our customer through the completion of the Full Settlement and Release of ClaimsDriveTime, and Bridgecrest, thank the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations department at [redacted]
For full response, please see attachedOn September 22, 2017, our customer contacted DriveTime to discuss the current repair concerns to her vehicleOur customer explained the check engine light was on in the vehicle keeping her from being able to pass emissions testingShe further explained per the June claim, the footwell module needed to be replacedWe explained the footwell module is a non-covered component and would have been her responsibility to have repairedDriveTime further advised, since the claim was over days old, they would need a current diagnosis to be completed in order to determine what repairs are currently needed for the vehicleThey explained they would be willing to complete another review of assistance options once our customer took her vehicle to a repair facility and provided an itemized estimate of the needed repairsOur customer declined this option and requested assistance with her upcoming car payments insteadWe explained we would be willing to offer loan deferments once our customer has the vehicle repaired and provides us with receipts indicating she had paid out-of-pocket for the needed repairsOur customer declined this offer and the call was ended At this time, our customer has requested her phone number be placed on our Global Do Not Call listTherefore, we are unable to reach out to her to further discuss her concerns and any options of assistance we may be able to provideWe are willing to honor our previous offers of reviewing for assistance with the repairs once a current claim is filed with an in-network repair facility; or, offer payment deferments once our customer provides paid receipts for proof of repairsShould our customer wish to discuss these options in further detail, we invite her to contact our Customer Relations Department at [redacted]
August 30, Revdex.com E Missouri AvePhoenix, AZ 85014-Ph(602) 264-Fax (602) 263- Re: Complaint # [redacted] To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On December July 18, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Chevrolet MalibuThe contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAttached you will find the Simple Interest Retail Installment Contract, for your reference Bridgecrest offers several payment options for our customers’ convenience, including no and low cost optionsFor example, customer can sign up for recurring ACH (“AutoPay”) at no costOur customers are also able to make a payment over the phone, online, or via text with Western Union (“Speedpay”)Both options are processed by a third party vendor who charges a $convenience fee, as of April 2016, for every payment madeOur customers’ also have the option to make an in-person payment to Bridgecrest via a third party vendor who charges a convenience fee of $1.50-$2.00, depending on the location of the facility they visit (i.e., WalMart)At time of sale, our customer agreed to make bi-weekly payments of $and one (1) final payment of $beginning August 1, Attached is a copy of the payment schedule that was provided to our customer as time of saleOn January 25, 2016, our customer opted to make a payment to Bridgecrest, via one of our third party vendors, in the amount of $455.00, plus a $convenience fee assessed by our vendorOn January 28, 2016, a payment of $posted on our customer’s accountOn May 18, 2016, Bridgecrest received notice that our customer’s payment, posted onJanuary 28, 2016, had reversedThe payment was removed from our customer’s accountand the funds were returned to our third party vendor.Bridgecrest made multiple, unsuccessful, attempts to contact our customer and advise herof the status of the account.On May 31, 2016, our customer contacted Bridgecrest and was advised her of the statusaccount and encouraged her to submit bank statements for reviewOur customerunderstood.Unfortunately, the requested documentation was not obtained and Bridgecrest resumedattempts to cure the account delinquency.On June 27, 2016, our customer contacted Bridgecrest and stated she had spoken to herthird party financial institution and no funds were credited back to her account for thereversed payment posted on January 28, Again, Bridgecrest encouraged her to submitdocumentation confirming that the payment had been drafted for further review.On July 5, 2016, Bridgecrest contacted our customer and advised her that we received thedocumentation for the reversed payment in question and would have the payment reappliedto the accountIn addition, we provided our customer with four (4) paymentdeferments to assist in bringing the account current.After further review of the account, it appears the payment in question was not reappliedto our customers accountWe apologize for any confusion or inconvenience this mattermay have caused.On August 25, 2016, Bridgecrest contacted our customer to advise her that another requestwill be submitted to have a payment of $credited towards her account and backdatedto post for January 28, Our customer requested to be contacted once the paymentwas applied and was satisfied with the resolution provided.On August 29, 2016, Bridgecrest contacted our customer and advised her that a credit for$had posted towards her payments.Bridgecrest thanks the Revdex.com for their ongoing supportShould youhave any questions or concerns, please contact us at [redacted] Formerly DT Credit Compa
Please see the attached PDF for our entire response.On January 5, 2017, our customer contacted Bridgecrest stating she sent in repair expense receiptsBridgecrest advised our customer we had not received her receipts and encouraged our customer to send them againIn addition, we advised that we would request an itemized estimate for the non-covered repairs, for review and the option for possible assistanceOn January 10, 2017, our customer contacted Bridgecrest regarding the status of our reviewWe advised that we had not received an itemized estimate from AeverexThat same day, we re-sent our request to AeverexOn January 20, 2017, Bridgecrest contacted our customer to address the concerns in her complaintAt this time, we had received copies of our customer’s repair expense receipts and the itemized estimate from AeverexSince our customer had already paid for 50% of the repairs, Bridgecrest advised we would make an exception and approve the additional 50% of the repairs and the alignmentOur customer was satisfied with our offer, and we ended correspondence on amicable termsWe apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, Bridgecrest has applied a $credit toward our customer’s principal balanceBridgecrest thanks the Revdex.com for their continued support and for allowing Bridgecrest to address our customer’s concernsIf you have any questions, please contact us at [redacted] Sincerely, Brodie HCustomer Relations
(Please see attached for full response)At the time of signing, DriveTime reviews each document with our customers and ensures they understand the information withinBy signing these documents, they are asserting that they have read and fully understand the terms enclosedWe encourage our customers to thoroughly review all paperwork and to research all aspects of their purchase prior to signing the contractShould a customer be dissatisfied for any reason, DriveTime offers a five-day Vehicle Return Program, which gives our customer the ability to return the vehicle to DriveTime and terminate their Simple Interest Retail Installment ContractTo participate in the vehicle, return program, our customer must return the vehicle to the dealership within five calendar days from the date of purchase.Financing terms are determined by our customer’s information, which includes proof of income, credit history, and the vehicle selectedWe are unable to accommodate our customer’s request to lower the APR, as Bridgecrest does not offer refinancingShould our customer desire different contract terms, we suggest she seek refinancing options with a third party financial institution, such as a bank or credit union.Thus far, we have been unable to reach our customer to further discuss her concernsHowever, we will continue our attempts to contact herWe encourage our customer to contact our Customer Relations department at [redacted] so we may address her concerns
For full response, please see attached We apologized for the inconvenience and explained she is able to enroll in AutoPay to ensure, moving forward, payments are drafted from her account with no convenience fees assessedAdditionally, our customer is registered with an online account at [redacted] On this site, our customer is able to monitor all transactions regarding her account with multiple payment options at her disposalOur customer expressed dissatisfaction with the options we presentedShe further advised she no longer wished to be contacted and the call was endedTo ensure this request was honored, Bridgecrest has added our customer’s phone number to our internal Do Not Call listShould our customer wish to discuss her account with Bridgecrest, she will need to contact us directly Upon review of our customer’s transaction history, we are unable to determine if she had attempted to enroll in AutoPayPayments made since the time of purchase have been made either in-person through a third party vendor, credit or debit card, or one-time ACH through Bridgecrest’s websiteOur customer has the ability to enroll in AutoPayHowever, as the account is days past due for $176.81, she would need to bring the account current in order to do soAdditionally, she will need to allow 10-days for the AutoPay to be set in placeAny payments which come due in this timeframe, will be required to be paid using an alternative method of payment At this time, Bridgecrest is unable to accommodate our customer’s request to be reimbursed for any convenience fees associated with making her scheduled paymentsWe apologize for any inconvenience this may have causedWe have applied a $principal credit, which posted on May 16, 2017, to our customer’s account as a gesture of goodwillShould our customer have any further questions or concerns, we encourage her to contact our Customer Relations department at [redacted]
Please see the attached PDF for our full response.On September 13, 2016, we spoke with our customer to address the concerns in her complaintWe advised that for Bridgecrest to administer an investigation we would need a police report or a report from any government law enforcement agencyIn addition, we also require a theft affidavit signed and notarized and legible copies of her driver’s license and social security cardOur customer stated she would provide the requested documentation; however, prior to providing direct contact information for our customer to forward, she abruptly terminated our correspondenceTo this date, Bridgecrest has not received any of the aforementioned documentation, nor have we received a police report, a direct report or correspondence from the FBI or any other government law enforcement agencyShould our customer wish to provide us with the required documentation, she can fax the documents to our Customer Relations department at ###-###-####Alternatively, she may also email us at [redacted] Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, Brodie HCustomer Relations
(Please see attached for full response)On July 12, 2017, our customer contacted Bridgecrest to further discuss his concernsOur customer advised the recovery still appeared on his report but he had not contacted the three (3) major credit bureaus to review his trade line furtherWe encouraged him to contact the credit bureaus for a more accurate updateDuring this same conversation, Bridgecrest then offered to delete our customer’s trade line all together from his credit history as a goodwill gestureWe explained both our customer and the account holder would need to accept, as it cannot be done for only one partyThe Contract and payments would continue as normalOur customer accepted the offer and stated he would have the account holder contact us to discuss the offer.Later this same day, the account holder contacted Bridgecrest to accept the offer to delete the trade lineWe explained the account would proceed with payments as contractedWe advised we would submit the request, which may take to days to appear as updatedThe call ended on amicable terms.Our customers will be required to sign a Full Settlement and Release of ClaimsWe will continue to work with our customers through the completion of the accepted resolution
Dear MsMarin,Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsBridgecrest has determined that the individual who filed the complaint is an authorized third party (ATP) on our customer’s accountFor our customer’s convenience, Bridgecrest allows customers the opportunity to add an authorized third party on their account who is able to speak to us, on their behalfHowever, an authorized third party is unable to make decisions or changes to the account.On February 2, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a Honda AccordWhile DriveTime originated the Lease and is the Lessor, Bridgecrest Credit Company (Bridgecrest) is the servicer for the LeaseAttached is the Return Anytime Closed End Motor Vehicle Lease Contract for your review.We aim to avoid mechanical failure by inspecting our vehiclesHowever, if a part is not failing at the time of inspection, it does not need to be replacedAdditionally, it is difficult for us to determine when and what type of repairs may be needed over the term of a lease.For this reason, we provide all lease customers with a 30-day/ 1,500-mile limited warranty as well as an extended warranty included with their leaseShould the battery in question have failed within the first days or 1,miles, this would have been replaced under the terms of the Driver’s Seat Limited Warranty.We have reviewed our customer’s repair history and the battery concern was brought to the attention of Aeverex in December of 2016, after the Limited Warranty had expiredAsthis is a non-covered component, replacement would have been the responsibility of the customerHowever, we are happy to review for possible reimbursement should our customer provide receipts showing proof of purchase.On February 21, 2015, an in-network repair facility initiated a claim with Aeverex for a shift release buttonThe repairs were authorized under the terms of the Limited Warranty at no charge to the customer.On August 8, 2016, our customer’s account fell delinquent and has not since been brought currentWhen an account falls past due, we make multiple daily attempts to reach our customer to cure the delinquencyThroughout the collection efforts made between August 8, 2016, and April 6, 2017, Bridgecrest provided our customer payment arrangements to assist in bringing the account current, however, the account has remained past due.Additionally, several phone numbers on the account were deleted at our customer’s request limiting our ability to communicate with our customer to only one contact phone number.On December 15, 2016, we made a successful attempt to contact our customer to explain the importance of bringing his account current, as the vehicle would soon be eligible for recoveryOur customer explained he would be unable to make a payment and understood the vehicle would go out for recovery.On February 8, 2017, an in-network repair facility initiated a claim for failed engine mounts and transmission repairs with Aeverex, the warranty administratorThe transmission repairs were authorized on March 14, The reason for the delay in authorization of the repairs is the repair facility and Aeverex were required to wait until failed engine mounts had been replaced by the customer prior to the transmission repairThese are non covered components under our customer’s warranty so they would be the customer’s responsibility to completeThe repair facility advised the customer if they were not replaced prior to the installation of the replacement transmission, the transmission would have subsequently failedBridgecrest additionally made the exception to waive the $deductible, which typically applies to covered repairs, as a goodwill gesture.No further repair claims were filed for the vehicle.On March 13, 2017, we placed our customer’s vehicle for recovery due to non-payment as the account was three (3) payments past dueOur customer contacted us requesting an additional four (4) weeks to make a payment on the accountWe advised this would not be a viable option due to the amount of time which had already elapsed with no payment madeAt this time, our customer also authorized a third party to speak about the account on his behalfLater this day, the equivalent of one payment was made and the recovery was cancelledAlthough a payment was received, the account remained past due.Additionally, the subsequent payments were not made, the account fell further past due and collection efforts continued.As of March 24, 2017, all phone numbers on the account were either removed by the customer or disconnected and we were unable to contact the account holder.On April 13, 2017, the vehicle was recovered due to non-paymentOn this date, the authorized third party contacted Bridgecrest to discuss the recovery of the vehicleShe explained she was never advised of the due dates for paymentsWe explained when payments are made, we provide the next due dateAdditionally, with a bi-weekly schedule,payments would be made every two weeksWe explained we have made several unsuccessful attempts to contact the account holder but all phone numbers have been disconnected or removed from the accountFurthermore, as she is not the buyer or cobuyer on the Lease, she would have not been contacted.On April 14, 2017, we contacted the authorized third party to discuss the concerns of her complaintWe explained, as this is a Closed End Motor Vehicle Lease Contract, the recovery of the vehicle will not be reported to the three major credit bureausOur customer expressed satisfaction with the outcome and the call was ended on amicable terms.We apologize for any frustration or inconvenience this matter may have causedBridgecrest thanks the Revdex.com for their continued supportIf you have any questions, please contact us at [redacted]
Complaint: [redacted] I am rejecting this response because:I called the business and asked that the owner return my call so I could personally explain why I can not take the $as this is a point- they delivered the wrong flowers which is admitted o by all and I shouldn't take anythingVisa does have the disputeif the owner had returned my call, he would know that Sincerely, [redacted] ***
To Whom It May Concern,Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On February 5, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Buick LacrosseThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAttached is a copy of the Simple Interest Retail Installment Contract for your reference.On November 23, 2016, our customer contacted Bridgecrest inquiring about possible payment defermentsShe informed us that she had been assisting with her mother’s medical billsWe advised her that we would need proof of out of pocket expenses in order to submit the request for payment deferments.Payment deferments are provided to our customers who have experienced a hardshipThe purpose of these deferments is to provide payment assistance by placing these payments at the end of the loanThis will push back the maturity date and interest continues to accrue during the deferment periodIn order to perform a payment deferment, Bridgecrest requires our customers to provide evidence of a hardshipFor our customer, we requested she submit a billing statement for her medical expensesWe do not require personal information be left on the billing statement, or any other supporting documents, but Bridgecrest needs to verify that there was a hardshipBridgecrest does not offer payment deferments until our customers are outside their hardshipWe do this to ensure that our customers will be able to maintain their regularly schedule payments after the deferment period.On November 28, 2016, Bridgecrest spoke with our customer concerning her paymentsShe informed us that she was paying out of pocket for medical expenses and needed assistance with November’s paymentsShe inquired about having the pay frequency changed to monthly as this would help her maintain payments on her accountShe also made us aware of the poor customer service experience she had with prior Bridgecrest representatives, to which we are exploring for any training opportunities and will handle internallyWe offered to perform a two payment deferment for the payments in the month of NovemberOur customer expressed satisfaction with our offer of resolution.At this time, Bridgecrest is currently working with our customer to complete a two-payment defermentOnce the deferment completed, we will perform a frequency change to monthly.We apologize for any inconvenience or confusion this matter may have causedAs a goodwill gesture, Bridgecrest has applied a $credit towards our customer’s account balanceBridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at [redacted]
When an insurance check is subsequently made out to both our customer and Bridgecrest, it is standard procedure for the check to be managed by the Bridgecrest Total Loss DepartmentOur procedure ensures we are able to validate that the repairs for the vehicle have been completed before endorsing the check to the repair facilityFurthermore, our procedure assists with reducing the amount of vehicles abandoned at repair facilities with no payment for repairs completedOnce the repair facility provides Bridgecrest with the required documentation and proof of the repairs completed, Bridgecrest will then endorse the insurance check in full to the above-mentioned repair facilityOn June 2, 2016, Bridgecrest received an insurance check from a third party insurance company in the amount of $That same day, our customer contacted Bridgecrest with concerns in regard to the insurance checkShe wished for Bridgecrest to facilitate arrangements to endorse the check in her name as the sole recipientWe advised that we would be unable to accommodate her request to remove Bridgecrest from the insurance check; additionally, we advised once the repair facility provided us with the final itemized invoice and pictures of the completed work, Bridgecrest then would endorse the insurance check to that repair facilityOn June 6, 2016, Bridgecrest contacted our customer to address the concerns in her complaintOur customer stated that she was inconvenienced, and wished for Bridgecrest to endorse the insurance check in her namePer previous correspondence, we advised that Bridgecrest would be unable to endorse the insurance check in her name; additionally, we encouraged our customer to take the vehicle to a licensed repair facilityOnce that repair facility notifies us that they have completed the repairs and provided the aforementioned documentation, the insurance check would then be endorsed to that repair facility.Please see attached PDF for the full response
Later that day, we spoke to our customer and attempted to address her concernsWe discussed the above information and explained that we had made efforts to assist her with curing the account delinquency prior to recovery, but the account had fallen too far past dueWe encouraged her to work with our Redemptions department for further assistance with reinstating her loanDue to the sizable past due status of our customer’s loan and the recovery of the vehicle, our customer will need to make a minimum payment of $1,to secure the release of the vehicle back into her possession and to ensure the loan is successful upon reinstatementThe sale of the vehicle is currently on hold, pending our customer’s decision to accept our offer and make the aforementioned minimum payment to reinstate the loanOur offer is valid until August 27, 2017, after which the vehicle will be sold and any proceeds will be applied to the remaining deficiency balance on the loan
On July 10, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Chevrolet Cobalt from DriveTimeThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest)Attached is a copy of the Contract for your referenceAt the time of sale, our customer agreed to make bi-weekly payments of $183.99, with one final payment of $183.62, beginning on August 7, Additionally, our customer agreed to finance a total of $17,with a 15.9% Annual Percentage Rate (APR) for a total sale price of $25,574.24, as outlined on page one of the Contract under Federal Truth in Lending DisclosuresOn page two of the Contract, under section titled Itemization of Amount Financed, it provides a breakdown of what is included in the purchase price.Our customer’s contract is a ‘simple interest’ contractThis means a “finance charge” (interest) is charged each day on the amount financed with usWhen our customer makes a payment, the payment pays interest and it pays/reduces the amount financedIf a payment is made late, the contract continues to accrue interest and more of the payment is allocated to the extra interestBridgecrest offers a variety of loan modifications to our customers, from payment extensions/deferments to due date changesPrior to submitting for any due date changes, Bridgecrest strides to ensure our customer is successful in maintaining payments after the modification periodThis means our customers must provide new paystubs to validate they are being paid on days alternate to the scheduled due datesBridgecrest allows our customer to have one due date change throughout the life of the loanHowever, as loan modifications are subject for review, exceptions can be made(continued on attached)
To Whom It May Concern:Thank you for bringing this matter to our attentionWe appreciate the opportunityto address our customer’s concerns.On November 17, 2015, our customer entered into a Simple Interest RetailInstallment Contract when she purchased a Toyota Camry from DriveTime.The Contract was subsequently assigned to DT Acceptance Corporation, now knownas Bridgecrest Acceptance CorporationAttached you will find the Simple InterestRetail Installment Contract for your reference.At the time of sale, our customer agreed to make bi-weekly payments of$beginning on December 14, with one final payment of $onDecember 6, 2021.On August 25, 2016, our customer contacted Bridgecrest to set up a paymentarrangementShe informed us that she would be able to make a payment of $676.35on August 31, 2016.On August 31, 2016, Bridgecrest received a payment of $but it was reverseddue to insufficient funds on September 6, 2016.On September 7, 2016, our customer contacted Bridgecrest to check on the status ofher accountWe informed her that her payment had reversed due to insufficientfundsShe advised us that her bank statement reflects that the payment had cleared.Bridgecrest informed our customer to seek clarification from her bank as it wasreversed in our systems on September 6, Formerly DT Credit Company, LLCPO Box 29018Phoenix, Arizona 85038On September 8, 2016, our customer contacted Bridgecrest to inform us that shewill be sending in a bank statement to prove the payment was drafted from herbank account.On September 9, 2016, after reviewing the bank statement provided, we informedour customer that we would need a running bank transaction history rather than aweek’s worth of transactionsIt should reflect a week prior to the transaction dateand up to that day’s date, September 9, Our customer understood and advisedshe would have her bank send an updated version.On September 10, 2016, Bridgecrest reached out to our customer in regards to thebank statementWe advised her that the bank statement she sent had beentampered withWe informed her that without a running bank statement, free of anymodifications, we are unable to provide further assistance.At this time, Bridgecrest has not been able to reach our customer nor have wereceived an unaltered copy of our customer’s bank statementWe will continue ourefforts to reach our customer in attempt to reach an amicable resolution.We apologize for any inconvenience or confusion this matter may have causedAs agoodwill gesture, DriveTime has applied a $credit to our customer’s principalbalance.Bridgecrest thanks the Revdex.com for their ongoing supportShouldyou have any questions or comments, please contact our Customer RelationsDepartment at [redacted] .Thank you,
Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concernsAs explained in our previous response, Bridgecrest is unable to discuss our customer’s account information via email in order to be in compliance with Federal Consumer Protection Laws and to protect sensitive customer and account informationIn response to the email received on November 6, 2017, we requested that our customer call into our Customer Service departmentUnless she verbally communicated with us, Bridgecrest would not have created any payment arrangements through emailWe apologize for the frustration our customer has experiencedBridgecrest attempted to aid our customer to the best of our ability.As of December 1, 2017, our customer’s account has entered into a Charge Off statusOur customer is responsible for satisfying the past due balance ($2,063.76), late fees ($20), and any applicable recovery and/or auction feesSince the Notice of Intent letter expired on December 5, 2017, the vehicle is eligible to be sold at auctionIf our customer wishes to reinstate the vehicle, is it imperative that she contact our Customer Service department at 800-967-to discuss her options.We thank you for your ongoing support in allowing us the opportunity to address our customer’s concernsShould you have any questions please feel free to contact our Customer Relations department at [redacted]
[redacted] [redacted] Review the call Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
October 20, Revdex.com Ph###-###-#### Fax ###-###-#### Re: Complaint # [redacted] To Who It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On April 4, 2015, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Ford Expedition from DriveTimeThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationThe vehicle came with a day/1,mile DriveCare Limited Warranty, administered by [redacted] Our customer purchased an additional year/50,mile Vehicle Service Contract, also administered by [redacted] Our customer was also given an Optional Products DisclosureAttached are the Contract, DriveCare Limited Warranty, and Vehicle Service Contract (VSC) for your referenceAt the time of signing, DriveTime reviews each document with our customers and ensures they understand the information withinAt the time of sale, our customer had the opportunity to review the Vehicle Service Contract before signingOn page of the VSC, there is a thorough breakdown of parts that are covered, followed by a section labeled “Exclusions-What This Vehicle Service Contract Does Not Cover”Within this section it states:All parts not specifically listed as Covered Parts are not covered under this Contract this contract provides no benefits or coverage and Provider has no obligation under this contract for:·repair or replacement of any covered part if a Breakdown has not occurredOn October 10, 2016, our customer contacted [redacted] to report that the vehicle is at an in-network repair facility with a wheel bearing issue [redacted] explained that the claim would have to be called in by an in-network repair facility and explained the process for a covered repair
Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On February 9, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Toyota HighlanderThe vehicle came with a 30-day / 1,500-mile DriveCare Limited Warranty, administered by AeverexOur customer opted to purchase an additional 5-year/50,000-mile Vehicle Service Contract, also administered by AeverexThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAttached is a copy of the Simple Interest Retail Installment Contract, DriveCare Limited Warranty, and Vehicle Service Contract for your reference.On February 20, 2016, our customer contacted Aeverex to express concerns with arattling in the climate controlAeverex encouraged him to have a diagnosis completed at an in-network repair facility.On September 21, 2016, our customer contacted Aeverex to voice concerns with ACissuesAeverex encouraged him to have a diagnosis completed at an in-network repair facility.On October 24, 2016, our customer voluntarily surrendered the vehicle to DriveTimeThat same day, DriveTime processed the vehicle accordingly and made arrangementsto transport the vehicle to the neauction.On November 2, 2016, a third party requested the 10-day payoff amount for the vehicleWe provided a 10-day payoff amount of $15,with a per diem of $7.14,this amount will be accurate until November 12, On November 7, 2016, our customer contacted Bridgecrest with concerns about an insurance claim filed due to hail damage on the vehicleHe advised us that he was contacted by a third party insurance provider and advised there was an insurance claim initiated on the vehicle he had previously voluntarily surrendered back to DriveTimeOur customer also stated concerns with the way the trade line was being reported to the major credit reporting agenciesHe advised the vehicle was being reported as an involuntary repossession rather than a voluntary surrenderAfter further review of the account, we have determined that no action was taken by Bridgecrest in reference to the aforementioned concernsWe apologize for any inconvenience this matter may have caused.On December 1, 2016, our customer contacted Bridgecrest in reference to theinsurance claimWe informed him our third party vendor had filed a lien holders claim on behalf of Bridgecrest and encouraged him to contact them for further assistanceWe then provided him the contact information for the third party vendorthat processed the lienholder claim.On December 5, 2016, Bridgecrest contacted our customer in an effort to address his concernsWe informed him our third party vendor had filed the insurance claim and we would need to gather further information in order to determine how Bridgecrest was able to assist himWe advised him we would follow up with him, in reference to the status of his concerns, periodically.At this time, we are unable to assist our customer with the lienholders claims with his insurance providerOur third party vendor filed a claim on behalf of Bridgecrest when damage was found on the vehicleOur third party vendor will send photos of the damage to our customer insurance provider and provide them the opportunity to inspect the vehicle damage and write an estimateIf our customer if disputing the damage occurred while in his possession, he would need to dispute that with his insurance providerIt is up to his insurance provider based on their policy whether or not they accept (pay) or deny the claim.As a goodwill gesture, Bridgecrest has submitted a request to delete the trade line from the major credit reporting Agency.We apologize for any inconvenience or confusion this matter may have causedAs a goodwill gesture, Bridgecrest has sent our customer a $American Express gift card to the address on fileBridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at 800-965-
On November 20, 2015, our customer entered into a Simple Interest Retail Installment Contract (Contract) when she purchased a Chevrolet Malibu from DriveTimeThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest)The Contract is attached for your referenceOn February 24, 2017, our customer’s account had a regularly scheduled payment due on the accountAs that payment was not satisfied, the account entered into a default status and has not been brought currentSince the account was past due, Bridgecrest made unsuccessful attempts to reach our customer at all phone numbers listed on the account, including the one provided on her complaintBridgecrest also sent several emails to the email address on the account in an attempt to reach the customerThe last correspondence Bridgecrest received from our customer, was an email she sent on November 6, By that time, our customer was days past due for $1,This email advised us that she found new employment and would not be paid for another two weeksAs we are unable to discuss our customer’s account information via email, we replied with an email that encouraged our customer to contact our Customer Service department to discuss a repayment plan.With no further payments or contact made with our customer, Bridgecrest assigned the vehicle for recovery on November 13, with the account at days past dueThe vehicle was later reported as recovered on November 22, Bridgecrest then sent our customer a Notice of Intent letter on November 24, 2017, which outlines the outstanding balance owed and how she may reinstate or redeem the vehicleBridgecrest has not had any verbal contact with our customer since December 5, Bridgecrest found that our customer’s phone number listed on the account is out of service and we have not been able to speak with her...(continued on attached)
On September 13, 2017, DriveTime reached out to our customer to discuss her concernsWe explained the above timeline and informationOur customer explained she did not notice the leak prior to as the vehicle was not open to the elements while parked prior to that timeShe further explained she had paid to have the fuel pump, air conditioning compressor, and a portion of the fuse box repairs completedAs a gesture of goodwill, we offered to waive the remaining deficiency balance, delete the trade line, and release the title to our customerOur customer accepted and the call ended on amicable termsWe will continue to work with our customer through the completion of the Full Settlement and Release of ClaimsDriveTime, and Bridgecrest, thank the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations department at [redacted]
For full response, please see attachedOn September 22, 2017, our customer contacted DriveTime to discuss the current repair concerns to her vehicleOur customer explained the check engine light was on in the vehicle keeping her from being able to pass emissions testingShe further explained per the June claim, the footwell module needed to be replacedWe explained the footwell module is a non-covered component and would have been her responsibility to have repairedDriveTime further advised, since the claim was over days old, they would need a current diagnosis to be completed in order to determine what repairs are currently needed for the vehicleThey explained they would be willing to complete another review of assistance options once our customer took her vehicle to a repair facility and provided an itemized estimate of the needed repairsOur customer declined this option and requested assistance with her upcoming car payments insteadWe explained we would be willing to offer loan deferments once our customer has the vehicle repaired and provides us with receipts indicating she had paid out-of-pocket for the needed repairsOur customer declined this offer and the call was ended At this time, our customer has requested her phone number be placed on our Global Do Not Call listTherefore, we are unable to reach out to her to further discuss her concerns and any options of assistance we may be able to provideWe are willing to honor our previous offers of reviewing for assistance with the repairs once a current claim is filed with an in-network repair facility; or, offer payment deferments once our customer provides paid receipts for proof of repairsShould our customer wish to discuss these options in further detail, we invite her to contact our Customer Relations Department at [redacted]
August 30, Revdex.com E Missouri AvePhoenix, AZ 85014-Ph(602) 264-Fax (602) 263- Re: Complaint # [redacted] To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On December July 18, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Chevrolet MalibuThe contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAttached you will find the Simple Interest Retail Installment Contract, for your reference Bridgecrest offers several payment options for our customers’ convenience, including no and low cost optionsFor example, customer can sign up for recurring ACH (“AutoPay”) at no costOur customers are also able to make a payment over the phone, online, or via text with Western Union (“Speedpay”)Both options are processed by a third party vendor who charges a $convenience fee, as of April 2016, for every payment madeOur customers’ also have the option to make an in-person payment to Bridgecrest via a third party vendor who charges a convenience fee of $1.50-$2.00, depending on the location of the facility they visit (i.e., WalMart)At time of sale, our customer agreed to make bi-weekly payments of $and one (1) final payment of $beginning August 1, Attached is a copy of the payment schedule that was provided to our customer as time of saleOn January 25, 2016, our customer opted to make a payment to Bridgecrest, via one of our third party vendors, in the amount of $455.00, plus a $convenience fee assessed by our vendorOn January 28, 2016, a payment of $posted on our customer’s accountOn May 18, 2016, Bridgecrest received notice that our customer’s payment, posted onJanuary 28, 2016, had reversedThe payment was removed from our customer’s accountand the funds were returned to our third party vendor.Bridgecrest made multiple, unsuccessful, attempts to contact our customer and advise herof the status of the account.On May 31, 2016, our customer contacted Bridgecrest and was advised her of the statusaccount and encouraged her to submit bank statements for reviewOur customerunderstood.Unfortunately, the requested documentation was not obtained and Bridgecrest resumedattempts to cure the account delinquency.On June 27, 2016, our customer contacted Bridgecrest and stated she had spoken to herthird party financial institution and no funds were credited back to her account for thereversed payment posted on January 28, Again, Bridgecrest encouraged her to submitdocumentation confirming that the payment had been drafted for further review.On July 5, 2016, Bridgecrest contacted our customer and advised her that we received thedocumentation for the reversed payment in question and would have the payment reappliedto the accountIn addition, we provided our customer with four (4) paymentdeferments to assist in bringing the account current.After further review of the account, it appears the payment in question was not reappliedto our customers accountWe apologize for any confusion or inconvenience this mattermay have caused.On August 25, 2016, Bridgecrest contacted our customer to advise her that another requestwill be submitted to have a payment of $credited towards her account and backdatedto post for January 28, Our customer requested to be contacted once the paymentwas applied and was satisfied with the resolution provided.On August 29, 2016, Bridgecrest contacted our customer and advised her that a credit for$had posted towards her payments.Bridgecrest thanks the Revdex.com for their ongoing supportShould youhave any questions or concerns, please contact us at [redacted] Formerly DT Credit Compa
Please see the attached PDF for our entire response.On January 5, 2017, our customer contacted Bridgecrest stating she sent in repair expense receiptsBridgecrest advised our customer we had not received her receipts and encouraged our customer to send them againIn addition, we advised that we would request an itemized estimate for the non-covered repairs, for review and the option for possible assistanceOn January 10, 2017, our customer contacted Bridgecrest regarding the status of our reviewWe advised that we had not received an itemized estimate from AeverexThat same day, we re-sent our request to AeverexOn January 20, 2017, Bridgecrest contacted our customer to address the concerns in her complaintAt this time, we had received copies of our customer’s repair expense receipts and the itemized estimate from AeverexSince our customer had already paid for 50% of the repairs, Bridgecrest advised we would make an exception and approve the additional 50% of the repairs and the alignmentOur customer was satisfied with our offer, and we ended correspondence on amicable termsWe apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, Bridgecrest has applied a $credit toward our customer’s principal balanceBridgecrest thanks the Revdex.com for their continued support and for allowing Bridgecrest to address our customer’s concernsIf you have any questions, please contact us at [redacted] Sincerely, Brodie HCustomer Relations
(Please see attached for full response)At the time of signing, DriveTime reviews each document with our customers and ensures they understand the information withinBy signing these documents, they are asserting that they have read and fully understand the terms enclosedWe encourage our customers to thoroughly review all paperwork and to research all aspects of their purchase prior to signing the contractShould a customer be dissatisfied for any reason, DriveTime offers a five-day Vehicle Return Program, which gives our customer the ability to return the vehicle to DriveTime and terminate their Simple Interest Retail Installment ContractTo participate in the vehicle, return program, our customer must return the vehicle to the dealership within five calendar days from the date of purchase.Financing terms are determined by our customer’s information, which includes proof of income, credit history, and the vehicle selectedWe are unable to accommodate our customer’s request to lower the APR, as Bridgecrest does not offer refinancingShould our customer desire different contract terms, we suggest she seek refinancing options with a third party financial institution, such as a bank or credit union.Thus far, we have been unable to reach our customer to further discuss her concernsHowever, we will continue our attempts to contact herWe encourage our customer to contact our Customer Relations department at [redacted] so we may address her concerns
For full response, please see attached We apologized for the inconvenience and explained she is able to enroll in AutoPay to ensure, moving forward, payments are drafted from her account with no convenience fees assessedAdditionally, our customer is registered with an online account at [redacted] On this site, our customer is able to monitor all transactions regarding her account with multiple payment options at her disposalOur customer expressed dissatisfaction with the options we presentedShe further advised she no longer wished to be contacted and the call was endedTo ensure this request was honored, Bridgecrest has added our customer’s phone number to our internal Do Not Call listShould our customer wish to discuss her account with Bridgecrest, she will need to contact us directly Upon review of our customer’s transaction history, we are unable to determine if she had attempted to enroll in AutoPayPayments made since the time of purchase have been made either in-person through a third party vendor, credit or debit card, or one-time ACH through Bridgecrest’s websiteOur customer has the ability to enroll in AutoPayHowever, as the account is days past due for $176.81, she would need to bring the account current in order to do soAdditionally, she will need to allow 10-days for the AutoPay to be set in placeAny payments which come due in this timeframe, will be required to be paid using an alternative method of payment At this time, Bridgecrest is unable to accommodate our customer’s request to be reimbursed for any convenience fees associated with making her scheduled paymentsWe apologize for any inconvenience this may have causedWe have applied a $principal credit, which posted on May 16, 2017, to our customer’s account as a gesture of goodwillShould our customer have any further questions or concerns, we encourage her to contact our Customer Relations department at [redacted]
Please see the attached PDF for our full response.On September 13, 2016, we spoke with our customer to address the concerns in her complaintWe advised that for Bridgecrest to administer an investigation we would need a police report or a report from any government law enforcement agencyIn addition, we also require a theft affidavit signed and notarized and legible copies of her driver’s license and social security cardOur customer stated she would provide the requested documentation; however, prior to providing direct contact information for our customer to forward, she abruptly terminated our correspondenceTo this date, Bridgecrest has not received any of the aforementioned documentation, nor have we received a police report, a direct report or correspondence from the FBI or any other government law enforcement agencyShould our customer wish to provide us with the required documentation, she can fax the documents to our Customer Relations department at ###-###-####Alternatively, she may also email us at [redacted] Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, Brodie HCustomer Relations
(Please see attached for full response)On July 12, 2017, our customer contacted Bridgecrest to further discuss his concernsOur customer advised the recovery still appeared on his report but he had not contacted the three (3) major credit bureaus to review his trade line furtherWe encouraged him to contact the credit bureaus for a more accurate updateDuring this same conversation, Bridgecrest then offered to delete our customer’s trade line all together from his credit history as a goodwill gestureWe explained both our customer and the account holder would need to accept, as it cannot be done for only one partyThe Contract and payments would continue as normalOur customer accepted the offer and stated he would have the account holder contact us to discuss the offer.Later this same day, the account holder contacted Bridgecrest to accept the offer to delete the trade lineWe explained the account would proceed with payments as contractedWe advised we would submit the request, which may take to days to appear as updatedThe call ended on amicable terms.Our customers will be required to sign a Full Settlement and Release of ClaimsWe will continue to work with our customers through the completion of the accepted resolution
Dear MsMarin,Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsBridgecrest has determined that the individual who filed the complaint is an authorized third party (ATP) on our customer’s accountFor our customer’s convenience, Bridgecrest allows customers the opportunity to add an authorized third party on their account who is able to speak to us, on their behalfHowever, an authorized third party is unable to make decisions or changes to the account.On February 2, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a Honda AccordWhile DriveTime originated the Lease and is the Lessor, Bridgecrest Credit Company (Bridgecrest) is the servicer for the LeaseAttached is the Return Anytime Closed End Motor Vehicle Lease Contract for your review.We aim to avoid mechanical failure by inspecting our vehiclesHowever, if a part is not failing at the time of inspection, it does not need to be replacedAdditionally, it is difficult for us to determine when and what type of repairs may be needed over the term of a lease.For this reason, we provide all lease customers with a 30-day/ 1,500-mile limited warranty as well as an extended warranty included with their leaseShould the battery in question have failed within the first days or 1,miles, this would have been replaced under the terms of the Driver’s Seat Limited Warranty.We have reviewed our customer’s repair history and the battery concern was brought to the attention of Aeverex in December of 2016, after the Limited Warranty had expiredAsthis is a non-covered component, replacement would have been the responsibility of the customerHowever, we are happy to review for possible reimbursement should our customer provide receipts showing proof of purchase.On February 21, 2015, an in-network repair facility initiated a claim with Aeverex for a shift release buttonThe repairs were authorized under the terms of the Limited Warranty at no charge to the customer.On August 8, 2016, our customer’s account fell delinquent and has not since been brought currentWhen an account falls past due, we make multiple daily attempts to reach our customer to cure the delinquencyThroughout the collection efforts made between August 8, 2016, and April 6, 2017, Bridgecrest provided our customer payment arrangements to assist in bringing the account current, however, the account has remained past due.Additionally, several phone numbers on the account were deleted at our customer’s request limiting our ability to communicate with our customer to only one contact phone number.On December 15, 2016, we made a successful attempt to contact our customer to explain the importance of bringing his account current, as the vehicle would soon be eligible for recoveryOur customer explained he would be unable to make a payment and understood the vehicle would go out for recovery.On February 8, 2017, an in-network repair facility initiated a claim for failed engine mounts and transmission repairs with Aeverex, the warranty administratorThe transmission repairs were authorized on March 14, The reason for the delay in authorization of the repairs is the repair facility and Aeverex were required to wait until failed engine mounts had been replaced by the customer prior to the transmission repairThese are non covered components under our customer’s warranty so they would be the customer’s responsibility to completeThe repair facility advised the customer if they were not replaced prior to the installation of the replacement transmission, the transmission would have subsequently failedBridgecrest additionally made the exception to waive the $deductible, which typically applies to covered repairs, as a goodwill gesture.No further repair claims were filed for the vehicle.On March 13, 2017, we placed our customer’s vehicle for recovery due to non-payment as the account was three (3) payments past dueOur customer contacted us requesting an additional four (4) weeks to make a payment on the accountWe advised this would not be a viable option due to the amount of time which had already elapsed with no payment madeAt this time, our customer also authorized a third party to speak about the account on his behalfLater this day, the equivalent of one payment was made and the recovery was cancelledAlthough a payment was received, the account remained past due.Additionally, the subsequent payments were not made, the account fell further past due and collection efforts continued.As of March 24, 2017, all phone numbers on the account were either removed by the customer or disconnected and we were unable to contact the account holder.On April 13, 2017, the vehicle was recovered due to non-paymentOn this date, the authorized third party contacted Bridgecrest to discuss the recovery of the vehicleShe explained she was never advised of the due dates for paymentsWe explained when payments are made, we provide the next due dateAdditionally, with a bi-weekly schedule,payments would be made every two weeksWe explained we have made several unsuccessful attempts to contact the account holder but all phone numbers have been disconnected or removed from the accountFurthermore, as she is not the buyer or cobuyer on the Lease, she would have not been contacted.On April 14, 2017, we contacted the authorized third party to discuss the concerns of her complaintWe explained, as this is a Closed End Motor Vehicle Lease Contract, the recovery of the vehicle will not be reported to the three major credit bureausOur customer expressed satisfaction with the outcome and the call was ended on amicable terms.We apologize for any frustration or inconvenience this matter may have causedBridgecrest thanks the Revdex.com for their continued supportIf you have any questions, please contact us at [redacted]
Complaint: [redacted] I am rejecting this response because:I called the business and asked that the owner return my call so I could personally explain why I can not take the $as this is a point- they delivered the wrong flowers which is admitted o by all and I shouldn't take anythingVisa does have the disputeif the owner had returned my call, he would know that Sincerely, [redacted] ***