Please see the attached PDF for the full response.On July 8, 2016, approximately year and months into her loan, an in-network repair facility filed a claim with [redacted] for the starter motorAt that time, in just a little over a year, our customer had driven the vehicle over 36,miles [redacted] advised that our customer had exceeded the Month/36,Mile Coverage of the Vehicle Service Contract by mileage, for a total of 36,miles drivenUnder the terms of the Vehicle Service Contract the starter motor is non-covered; therefore, [redacted] was unable to administer the approvalNo claims have been filed with [redacted] , nor has Bridgcrest/DriveTime received documentation in regard to additional issues since this timeBridgecrest has made several unsuccessful attempts to contact our customer and further address her concernsAttempts to reach her have been unsuccessful but will continue in an attempt to reach an amicable resolution On September 6, 2016, we sent a letter via certified mail to our customer’s address on fileThe purpose of this letter is to inform our customer of our attempts to reach out to herUpon communication with our customer, we would like the opportunity to review how we can assistIn order to do so, we would need to speak with her to determine the best course of actionWe apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, Bridgecrest has applied a $credit toward our customer’s principal balanceDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, Brodie HCustomer Relations Department
On November 9, 2016, our customer contacted Bridgecrest to express his continued concerns with the payment remitted on October 8, Again, Bridgecrest advised our customer that a bank statement would need to be provided so we may review his concernsThat same day, we received an email from our customer with a link to his financial institutionBridgecrest advised him that we were still awaiting a copy of his running bank statement for reviewOn November 10, 2016, Bridgecrest determined the payment remitted on October 8, 2016, was only partially reversed, totaling $Bridgecrest then submitted a request to reapply $back to our customer’s accountOn November 11, 2016, the funds were re-applied towards our customer’s past due balance and backdated to October 8, On November 15, 2016, we contacted our customer to address the concerns in his complaintWe advised him of the aforementioned information and assured him that $were accurately allocated towards his past due balanceOur customer understood, however, he expressed concerns with the reinstatement of the reversed funds, totaling $We encouraged him to contact his financial institution for confirmation regarding the reinstated funds; furthermore, we have provided him with the reversal confirmation number for his reference.We apologize for any confusion or convenience this matter may have causedAs a goodwill gesture, Bridgecrest has applied a $credit toward our customer principal balanceShould he have any additional questions, we encourage him to contact our Customer Relations department at ###-###-#### for further assistance Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, [redacted] *Customer Relations Department
The problem with the response from Bridgecrest is there was never notification to my wife [redacted] ***, through mail or telephoneThey keep saying a third party told them never to call our number againMy wife nor myself never made this comment to themWe asked who they spoke with and they said it was just listed as a third party [redacted] was never notified by mail until we received a letter of repossession on January 9th At that point we contacted Bridgecrest to let them know we were just notified and we found out she had a repossession on her credit reportWe talked to supervisors and they said that we were notified and nothing could be done to clear her credit reportI said my wife was not notified and the response was yes she wasI asked for someone in a higher position to speak withThey said they were as high as I could goSo I then called their head quarters and asked to speak with the CEOI was told that couldn't happen but they would take a message and get it to someone that would contact me in hoursI never received a callSo I contacted the Revdex.comI have spoke with Carlos from Bridecrest times nowI explained to him I was on the east coast in business meetings and would contact him on MondayWe are not saying my wife is not responsible for the debt her son was incapable of honoring due to financial and medical restrictionsWe are seeking to rectify this debt without negative consequences to [redacted] ***' credit since she was not notified until it was to lateShe would of and is still willing to take over the obligationIf her credit is restored I look forward to speaking with Carlos on Monday to try and rectify this matterI will also ask Carlos to be willing to allow the phone conversation to be recorded so I can share this with the Revdex.comAlthough it is a nice gestureA $dollar gift card is not necessary We just want this matter resolved in way that benefits all parties Thank you, [redacted] ***
We apologize that we have been unable to come to an amicable resolution with our customerAfter thorough review of her account and loan history, Bridgecrest has determined that we have adhered to all terms of the Contract throughout our administration of our customer’s loanLikewise, all of our practices pertaining to our customer’s loan have been in compliance with state and federal law
I've made the decision to not accept the response made by BridgecrestI felt as though the email that was received was not a apology for the poor customer serviceI've been with drivetime/bridgecrest for a year now and from the poor customer service at the location I purchased my auto from all the way to dealing with poor customer service when i've called to inquiry about my accountMy account was delinquent and I won't shy away from that, but since the company can pull calls they should pull the call of when I first called them letting them know I was having a hardship and no assistance was provided to meIf they would take the time to listen to the call I did not ask to be placed on the do not call list until their rep got very nasty and rude with me
(Please see attached for full response)On September 20, 2017, our customer contacted Bridgecrest to discuss her concernsWe explained the above timeline and sincerely apologized for any frustration or confusion that was causedWe advised we could attempt to reinstate the trade line to reflect as paid or leave the trade line deletedOur customer opted to have the trade line remain deletedWe advised it would take 30-days to reflect the deletion on her credit historyThe call ended on amicable terms
For full response please see attached.Additionally, we have discussed our customer’s concern relating to her concern of a lost paymentOn two separate conversations with our customer, she advised this was an error with the third party payment servicing company and has since been resolvedTo date, all payments due have been received by Bridgecrest except for the current past due payments from May 19, and June 2, Bridgecrest does not utilize our customer’s personal information for any purpose other than verifying our customer’s identity, initial financing of the vehicle, and obtaining payments due under the terms of our customer’s ContractIf our customer is a victim of identity theft, we encourage her to contact her local authorities for further investigation At this time, Bridgecrest is unable to accommodate our customer’s request to reimburse her for any convenience fees associated with making her scheduled paymentsWe apologize for any inconvenience this may have caused but have provided our customer with other payment options she is able to utilize with no fees associated with making her scheduled paymentsShould our customer have any further questions or concerns, we encourage her to contact our Customer Relations department at [redacted] Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations department at [redacted] Thank you, Danielle C Customer Relations
When a payment refund is being considered, Bridgecrest requests a running bank statement on bank letterhead showing that the payment has posted to a customer’s accountIf a customer is unable to provide this documentation, Bridgecrest must wait ten days to process a payment refundBoth of these options allow us to ensure that a payment has successfully processed and will not be reversed prior to issuance of a refundWhile either our customer or someone with access to his online Bridgecrest account provided authorization for both payments in question, Bridgecrest did offer to assist him with reimbursing the second paymentHowever, our customer declined this assistance, stating that because his next payment due date was approaching, he would allow the funds to remain on the accountOur customer’s account is currently reflecting as a Paid Loan, and the clear title has been sent to his address on file
To Who It May Concern:Thank you for bringing this matter to our attentionWe appreciate the opportunity toaddress our customer’s concerns.On August 13, 2016, our customer entered into a Simple Interest Retail InstallmentContract with DriveTime when he purchased a Chrysler Town & Country TheContract was subsequently assigned to DT Acceptance Corporation, now known asBridgecrest Acceptance CorporationAttached will be the Simple Interest RetailInstallment Contract for your reference.At the time of sale, our customer agreed to make semi-monthly payments of$beginning on September 2, and one final payment of $on April17, 2021.On August 30, 2016, our customer contacted Bridgecrest in regards to his paymentfrequencyHe inquired about changing to a monthly pay frequencyWe informed himthat he would either need to 1) provide proof he gets paid monthly or 2) has to makesix months’ worth of payments, prior to submitting for a frequency change.On September 1, 2016, Bridgecrest reached out to our customer in attempt to addresshis concernsWe offered to submit a request to transition to a monthly paymentfrequencyHe informed us that he would like to make his payments on the of eachmonthBecause there is an upcoming due date on September 2, 2016, we would needto wait for the due date to pass in order to submit for the modificationOn September 2, 2016, Bridgecrest contacted our customer in reference to themodificationWe advised him that once we submit his request, the new monthlypayment amount will be $beginning on the of SeptemberWe informed himthat he will need to sign the modification agreement once approvedOur customeraccepted our offer and we submitted the modification.At this time, Bridgecrest has submitted the modification requestWe will continue towork with our customer until we execute all that we promiseIn regards to thecustomer service experience, we will be researching this matter internally for anytraining opportunities.We apologize for any inconvenience or confusion this matter may have causedAs agoodwill gesture, Bridgecrest has applied a $credit to the account balance.Bridgecrest thanks the Revdex.com for their ongoing support and allowingBridgecrest the opportunity to address our customer’s concernsShould you have anyquestions or concerns, please contact us by calling us at [redacted] .Sincerely,Carlos S.Customer Relations
I do not accept this response from Bridgecrest, the last three payments that I made to Bridgecrest went towards a down payment that was already applied in so if you had to reapply all my payments You had me make down payments it should have been a reapplied to my payment and not a down paymentIf all of my payment was reversed and reapplied what happened to the payments that I made for more than my car note? They would have been applied to the next car payment which did not happen so please explain to me why my extra payments were not appliedright if you had to reverse them and reapply them my car payment is only $a month so what happened to the payments I made for $$$all of these are more than what I should have paid so they should have been adjusted if you reapplied them
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Jessica was extremely nice and helpfulShe did everything she promisedGod Bless her and Revdex.com Regards, [redacted]
Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concernsAt the time of sale, our customer agreed to finance a total of $18,with a 17.176% Annual Percentage Rate (APR)The amount financed includes the cash price of the vehicle ($13,235.85), MotionGPS ($695), Vehicle Service Contract (VSC) ($3,525), Guaranteed Asset Protection (GAP) coverage ($1,005), and all applicable fees assessed at the time of saleOur customer also agreed to a total sales price of $29,238.06; the total sales price includes the amount financed (borrowed), plus a finance charge (cost of borrowing) of $10,The finance charge is the cost of borrowing the funds to purchase the vehicle; this information can be found on page of our customer’s Simple Interest Retail Installment Contract (Contract), and an itemization of the amount financed can be found on page of the ContractThe additional products our customer purchased at the time of sale are optional, and can be cancelled at any timeIf cancelled, a prorated refund would be applied to the principal balance(Please see attached for full response.)
Bridgecrest is unable to suspend or ‘hold’ a customer’s account to prevent their contractual periodic payments from occurringAlternatively, Bridgecrest does offer the option of payment arrangements, and loan extensions to qualifying customersPayment arrangements allows for our customer’s periodic payments to be made on an alternative due date from their set schedule, and all efforts to collect the debt will cease; however, as this is a simple interest loan interest does still accrueLoan extensions are loan modifications that allow past due payments to be moved to the end of the loan, bringing the account back to a current statusIf the hardship that has caused an account to go past due is ongoing, extensions are generally not offeredDoing so could create a situation wherein the underlying issue is not addressed Bridgecrest’s experience is that it is in the customers’ best interests to set alternative payment arrangements until the hardship is resolvedIf our customers have resolved their hardship, Bridgecrest would be happy to discuss an extensionWe want to ensure that we are setting our customers up for success Bridgecrest has made several unsuccessful attempts to contact our customer and further address her concernsAttempts to reach her have been unsuccessful but will continue in an attempt to reach an amicable resolution On July 6, 2016, we sent a letter via certified mail to our customer’s address on fileThe purpose of this letter is to inform our customer of our attempts to reach out to herWe 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 ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, Brodie HCustomer Relations Please see the attached PDF for the full response
To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concerns Bridgecrest has put in place set standards of service and support to ensure our customer’sreceive quality interactions with all Bridgecrest representativeWe strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectWe will thoroughly investigate our customer’s specific concerns and take appropriate action to ensure Bridgecrest policies and procedures are followed by our loan-servicing department, if neededBridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or comments, please contact our Customer Relations Department at [redacted] Thank you, Jeremy RCustomer Relations
October 19, Revdex.com Phone: [redacted] Fax: [redacted] 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 10, 2015, our customer entered into a Simple Interest Retail Installment Contract when she purchased a Mazda from DriveTimeAttached you will find a copy of the Contract for your reviewThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAt the time of sale, our customer agreed to make monthly payments of $341.60, and final payment of $340.95, beginning January 11, Our customer’s account currently shows as $past dueThis discrepancy began with the payment our customer made in May; on May 25, 2016, our customer made a payment of $311.00, or $less than the amount due On August 9, 2016, our customer contacted Bridgecrest to request a change in her due dateOur representative advised her at that time that the account was $past due, and submitted to have our customer’s due dates changed from the 11th of each month to the 18th No payment was received for the month of August, and on September 13, 2016, the account became days past dueAt days past due, the account incurred a late fee of $5.00, bringing the amount owed to $35.60, not including the full payment that was also past due on that date.FULL RESPONSE ATTACHED
For full response, please see attachedAfter processing the loan modification, our customer failed to make his next payment due on November 5, Subsequently, we began making daily attempts to reach our customerBridgecrest continued making outbound calls in an attempt to reach our customer to assist in curing account delinquencyTo date, no communication or payment has been received from our customer since October 19, On January 26, 2017, at days past due, our customer’s vehicle was assigned for recovery The vehicle was successfully recovered on January 27, On January 30, 2017, Bridgecrest sent a Notice of Intent Letter to our customer’s address on file, attached for your reviewThe purpose of this letter was to inform our customer of his options to redeem the vehicle and reinstate his loanOur customer did not respond nor communicate any interest in either option At this time, we have verified our customer’s trade line is reporting accurately to the three major credit bureausTherefore, we are unable to honor our customer’s request for Bridgecrest to remove any negative credit impactsWe have attached a credit rating letter and a copy of our customer’s transaction history for your review We apologize for any frustration or inconvenience this matter may have causedAt this time, we have made six (6) unsuccessful attempts to contact our customer to discuss his concernsShould our customer wish to discuss the matter further, we encourage him to contact our Customer Relations department at [redacted]
(Please see attached for full response)On June 17, 2017, an in-network repair facility contacted Aeverex to advise the mass airflow sensor needed replacedAeverex did not authorize the repairs, as they are non-covered under the Vehicle Service Contract.On June 19, 2017, the authorized third party on our customer’s account contacted Bridgecrest to advise he had taken the vehicle into the repair facilityHe explained he did not agree with their diagnosis because he had previously replaced the mass airflow sensor with the original equipment manufacturerHe requested to be removed from the vehicleWe advised we would review the situation and reach out to our customer with any available offers.Later this same day, Bridgecrest reached out to our customer and offered to remove her from this vehicle and place her into anotherOur customer declined stating she just wanted to be removed from the vehicleWe then offered to remove her from this vehicle and provide her with a refund totaling $178.02: the $down payment minus the past due balance of $The customer would be required to return the vehicle and complete this process within the next hoursOur customer accepted our offer.Following this conversation, the authorized third party contacted Bridgecrest to advise, due to a prior engagement, they would be unable to go to the dealership within the 48-hour time frameWe advised we would make the exception to extend the time frame through end of business Friday, June 23, We will continue to remain in contact with our customer through the completion of the accepted resolution
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 resolvedI an thankful that the organization is able to assist me in my time of hardship however, I noticed that no where in the letter did it state that I have never been late or missed a payment prior to this request.Thank you again for your assistance! Regards, [redacted] ***
Dear Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns Bridgecrest offers our customers the option to buy out their lease once they have completed all payments under their lease termOur customer satisfied the remainder of her lease on January 14, 2017, and completed the purchase of the vehicleAt this time, we began the process of releasing the title to our customerDuring this process, we determined we were required to order a duplicate copy which could take up to days to obtainThere have been additional unexpected delays that came up during this process but we are diligently working with our third-party vendor to expedite the duplicate title On April 19, 2017, we contacted our customer to discuss her concernsWe explained the abovementioned delay in providing her the titleWe further explained we are expected to receive the title from a third-party titling company in approximately one weekWe advised once we receive the title we will contact her immediately and overnight it to herThe call was ended on amicable terms The actions described in our customer’s correspondence are not in keeping with our set standards of service and supportWe strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectWe sincerely apologize for the amount of time it has taken for our customer to receive her title and for her experienceWe are pursuing all internal training opportunities to avoid similar occurrences in the futureAdditionally, as a goodwill gesture, we have sent $to our customer’s address on file Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at [redacted] *** Thank you, Danielle C Customer Relations
Please see the attached PDF for the full response.On July 8, 2016, approximately year and months into her loan, an in-network repair facility filed a claim with [redacted] for the starter motorAt that time, in just a little over a year, our customer had driven the vehicle over 36,miles [redacted] advised that our customer had exceeded the Month/36,Mile Coverage of the Vehicle Service Contract by mileage, for a total of 36,miles drivenUnder the terms of the Vehicle Service Contract the starter motor is non-covered; therefore, [redacted] was unable to administer the approvalNo claims have been filed with [redacted] , nor has Bridgcrest/DriveTime received documentation in regard to additional issues since this timeBridgecrest has made several unsuccessful attempts to contact our customer and further address her concernsAttempts to reach her have been unsuccessful but will continue in an attempt to reach an amicable resolution On September 6, 2016, we sent a letter via certified mail to our customer’s address on fileThe purpose of this letter is to inform our customer of our attempts to reach out to herUpon communication with our customer, we would like the opportunity to review how we can assistIn order to do so, we would need to speak with her to determine the best course of actionWe apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, Bridgecrest has applied a $credit toward our customer’s principal balanceDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, Brodie HCustomer Relations Department
On November 9, 2016, our customer contacted Bridgecrest to express his continued concerns with the payment remitted on October 8, Again, Bridgecrest advised our customer that a bank statement would need to be provided so we may review his concernsThat same day, we received an email from our customer with a link to his financial institutionBridgecrest advised him that we were still awaiting a copy of his running bank statement for reviewOn November 10, 2016, Bridgecrest determined the payment remitted on October 8, 2016, was only partially reversed, totaling $Bridgecrest then submitted a request to reapply $back to our customer’s accountOn November 11, 2016, the funds were re-applied towards our customer’s past due balance and backdated to October 8, On November 15, 2016, we contacted our customer to address the concerns in his complaintWe advised him of the aforementioned information and assured him that $were accurately allocated towards his past due balanceOur customer understood, however, he expressed concerns with the reinstatement of the reversed funds, totaling $We encouraged him to contact his financial institution for confirmation regarding the reinstated funds; furthermore, we have provided him with the reversal confirmation number for his reference.We apologize for any confusion or convenience this matter may have causedAs a goodwill gesture, Bridgecrest has applied a $credit toward our customer principal balanceShould he have any additional questions, we encourage him to contact our Customer Relations department at ###-###-#### for further assistance Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, [redacted] *Customer Relations Department
The problem with the response from Bridgecrest is there was never notification to my wife [redacted] ***, through mail or telephoneThey keep saying a third party told them never to call our number againMy wife nor myself never made this comment to themWe asked who they spoke with and they said it was just listed as a third party [redacted] was never notified by mail until we received a letter of repossession on January 9th At that point we contacted Bridgecrest to let them know we were just notified and we found out she had a repossession on her credit reportWe talked to supervisors and they said that we were notified and nothing could be done to clear her credit reportI said my wife was not notified and the response was yes she wasI asked for someone in a higher position to speak withThey said they were as high as I could goSo I then called their head quarters and asked to speak with the CEOI was told that couldn't happen but they would take a message and get it to someone that would contact me in hoursI never received a callSo I contacted the Revdex.comI have spoke with Carlos from Bridecrest times nowI explained to him I was on the east coast in business meetings and would contact him on MondayWe are not saying my wife is not responsible for the debt her son was incapable of honoring due to financial and medical restrictionsWe are seeking to rectify this debt without negative consequences to [redacted] ***' credit since she was not notified until it was to lateShe would of and is still willing to take over the obligationIf her credit is restored I look forward to speaking with Carlos on Monday to try and rectify this matterI will also ask Carlos to be willing to allow the phone conversation to be recorded so I can share this with the Revdex.comAlthough it is a nice gestureA $dollar gift card is not necessary We just want this matter resolved in way that benefits all parties Thank you, [redacted] ***
We apologize that we have been unable to come to an amicable resolution with our customerAfter thorough review of her account and loan history, Bridgecrest has determined that we have adhered to all terms of the Contract throughout our administration of our customer’s loanLikewise, all of our practices pertaining to our customer’s loan have been in compliance with state and federal law
I've made the decision to not accept the response made by BridgecrestI felt as though the email that was received was not a apology for the poor customer serviceI've been with drivetime/bridgecrest for a year now and from the poor customer service at the location I purchased my auto from all the way to dealing with poor customer service when i've called to inquiry about my accountMy account was delinquent and I won't shy away from that, but since the company can pull calls they should pull the call of when I first called them letting them know I was having a hardship and no assistance was provided to meIf they would take the time to listen to the call I did not ask to be placed on the do not call list until their rep got very nasty and rude with me
(Please see attached for full response)On September 20, 2017, our customer contacted Bridgecrest to discuss her concernsWe explained the above timeline and sincerely apologized for any frustration or confusion that was causedWe advised we could attempt to reinstate the trade line to reflect as paid or leave the trade line deletedOur customer opted to have the trade line remain deletedWe advised it would take 30-days to reflect the deletion on her credit historyThe call ended on amicable terms
For full response please see attached.Additionally, we have discussed our customer’s concern relating to her concern of a lost paymentOn two separate conversations with our customer, she advised this was an error with the third party payment servicing company and has since been resolvedTo date, all payments due have been received by Bridgecrest except for the current past due payments from May 19, and June 2, Bridgecrest does not utilize our customer’s personal information for any purpose other than verifying our customer’s identity, initial financing of the vehicle, and obtaining payments due under the terms of our customer’s ContractIf our customer is a victim of identity theft, we encourage her to contact her local authorities for further investigation At this time, Bridgecrest is unable to accommodate our customer’s request to reimburse her for any convenience fees associated with making her scheduled paymentsWe apologize for any inconvenience this may have caused but have provided our customer with other payment options she is able to utilize with no fees associated with making her scheduled paymentsShould our customer have any further questions or concerns, we encourage her to contact our Customer Relations department at [redacted] Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations department at [redacted] Thank you, Danielle C Customer Relations
When a payment refund is being considered, Bridgecrest requests a running bank statement on bank letterhead showing that the payment has posted to a customer’s accountIf a customer is unable to provide this documentation, Bridgecrest must wait ten days to process a payment refundBoth of these options allow us to ensure that a payment has successfully processed and will not be reversed prior to issuance of a refundWhile either our customer or someone with access to his online Bridgecrest account provided authorization for both payments in question, Bridgecrest did offer to assist him with reimbursing the second paymentHowever, our customer declined this assistance, stating that because his next payment due date was approaching, he would allow the funds to remain on the accountOur customer’s account is currently reflecting as a Paid Loan, and the clear title has been sent to his address on file
To Who It May Concern:Thank you for bringing this matter to our attentionWe appreciate the opportunity toaddress our customer’s concerns.On August 13, 2016, our customer entered into a Simple Interest Retail InstallmentContract with DriveTime when he purchased a Chrysler Town & Country TheContract was subsequently assigned to DT Acceptance Corporation, now known asBridgecrest Acceptance CorporationAttached will be the Simple Interest RetailInstallment Contract for your reference.At the time of sale, our customer agreed to make semi-monthly payments of$beginning on September 2, and one final payment of $on April17, 2021.On August 30, 2016, our customer contacted Bridgecrest in regards to his paymentfrequencyHe inquired about changing to a monthly pay frequencyWe informed himthat he would either need to 1) provide proof he gets paid monthly or 2) has to makesix months’ worth of payments, prior to submitting for a frequency change.On September 1, 2016, Bridgecrest reached out to our customer in attempt to addresshis concernsWe offered to submit a request to transition to a monthly paymentfrequencyHe informed us that he would like to make his payments on the of eachmonthBecause there is an upcoming due date on September 2, 2016, we would needto wait for the due date to pass in order to submit for the modificationOn September 2, 2016, Bridgecrest contacted our customer in reference to themodificationWe advised him that once we submit his request, the new monthlypayment amount will be $beginning on the of SeptemberWe informed himthat he will need to sign the modification agreement once approvedOur customeraccepted our offer and we submitted the modification.At this time, Bridgecrest has submitted the modification requestWe will continue towork with our customer until we execute all that we promiseIn regards to thecustomer service experience, we will be researching this matter internally for anytraining opportunities.We apologize for any inconvenience or confusion this matter may have causedAs agoodwill gesture, Bridgecrest has applied a $credit to the account balance.Bridgecrest thanks the Revdex.com for their ongoing support and allowingBridgecrest the opportunity to address our customer’s concernsShould you have anyquestions or concerns, please contact us by calling us at [redacted] .Sincerely,Carlos S.Customer Relations
I do not accept this response from Bridgecrest, the last three payments that I made to Bridgecrest went towards a down payment that was already applied in so if you had to reapply all my payments You had me make down payments it should have been a reapplied to my payment and not a down paymentIf all of my payment was reversed and reapplied what happened to the payments that I made for more than my car note? They would have been applied to the next car payment which did not happen so please explain to me why my extra payments were not appliedright if you had to reverse them and reapply them my car payment is only $a month so what happened to the payments I made for $$$all of these are more than what I should have paid so they should have been adjusted if you reapplied them
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Jessica was extremely nice and helpfulShe did everything she promisedGod Bless her and Revdex.com Regards, [redacted]
Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concernsAt the time of sale, our customer agreed to finance a total of $18,with a 17.176% Annual Percentage Rate (APR)The amount financed includes the cash price of the vehicle ($13,235.85), MotionGPS ($695), Vehicle Service Contract (VSC) ($3,525), Guaranteed Asset Protection (GAP) coverage ($1,005), and all applicable fees assessed at the time of saleOur customer also agreed to a total sales price of $29,238.06; the total sales price includes the amount financed (borrowed), plus a finance charge (cost of borrowing) of $10,The finance charge is the cost of borrowing the funds to purchase the vehicle; this information can be found on page of our customer’s Simple Interest Retail Installment Contract (Contract), and an itemization of the amount financed can be found on page of the ContractThe additional products our customer purchased at the time of sale are optional, and can be cancelled at any timeIf cancelled, a prorated refund would be applied to the principal balance(Please see attached for full response.)
Bridgecrest is unable to suspend or ‘hold’ a customer’s account to prevent their contractual periodic payments from occurringAlternatively, Bridgecrest does offer the option of payment arrangements, and loan extensions to qualifying customersPayment arrangements allows for our customer’s periodic payments to be made on an alternative due date from their set schedule, and all efforts to collect the debt will cease; however, as this is a simple interest loan interest does still accrueLoan extensions are loan modifications that allow past due payments to be moved to the end of the loan, bringing the account back to a current statusIf the hardship that has caused an account to go past due is ongoing, extensions are generally not offeredDoing so could create a situation wherein the underlying issue is not addressed Bridgecrest’s experience is that it is in the customers’ best interests to set alternative payment arrangements until the hardship is resolvedIf our customers have resolved their hardship, Bridgecrest would be happy to discuss an extensionWe want to ensure that we are setting our customers up for success Bridgecrest has made several unsuccessful attempts to contact our customer and further address her concernsAttempts to reach her have been unsuccessful but will continue in an attempt to reach an amicable resolution On July 6, 2016, we sent a letter via certified mail to our customer’s address on fileThe purpose of this letter is to inform our customer of our attempts to reach out to herWe 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 ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, Brodie HCustomer Relations Please see the attached PDF for the full response
To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concerns Bridgecrest has put in place set standards of service and support to ensure our customer’sreceive quality interactions with all Bridgecrest representativeWe strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectWe will thoroughly investigate our customer’s specific concerns and take appropriate action to ensure Bridgecrest policies and procedures are followed by our loan-servicing department, if neededBridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or comments, please contact our Customer Relations Department at [redacted] Thank you, Jeremy RCustomer Relations
We did discuss changing the due dateThis is still reported on my credit inaccurately
October 19, Revdex.com Phone: [redacted] Fax: [redacted] 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 10, 2015, our customer entered into a Simple Interest Retail Installment Contract when she purchased a Mazda from DriveTimeAttached you will find a copy of the Contract for your reviewThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAt the time of sale, our customer agreed to make monthly payments of $341.60, and final payment of $340.95, beginning January 11, Our customer’s account currently shows as $past dueThis discrepancy began with the payment our customer made in May; on May 25, 2016, our customer made a payment of $311.00, or $less than the amount due On August 9, 2016, our customer contacted Bridgecrest to request a change in her due dateOur representative advised her at that time that the account was $past due, and submitted to have our customer’s due dates changed from the 11th of each month to the 18th No payment was received for the month of August, and on September 13, 2016, the account became days past dueAt days past due, the account incurred a late fee of $5.00, bringing the amount owed to $35.60, not including the full payment that was also past due on that date.FULL RESPONSE ATTACHED
For full response, please see attachedAfter processing the loan modification, our customer failed to make his next payment due on November 5, Subsequently, we began making daily attempts to reach our customerBridgecrest continued making outbound calls in an attempt to reach our customer to assist in curing account delinquencyTo date, no communication or payment has been received from our customer since October 19, On January 26, 2017, at days past due, our customer’s vehicle was assigned for recovery The vehicle was successfully recovered on January 27, On January 30, 2017, Bridgecrest sent a Notice of Intent Letter to our customer’s address on file, attached for your reviewThe purpose of this letter was to inform our customer of his options to redeem the vehicle and reinstate his loanOur customer did not respond nor communicate any interest in either option At this time, we have verified our customer’s trade line is reporting accurately to the three major credit bureausTherefore, we are unable to honor our customer’s request for Bridgecrest to remove any negative credit impactsWe have attached a credit rating letter and a copy of our customer’s transaction history for your review We apologize for any frustration or inconvenience this matter may have causedAt this time, we have made six (6) unsuccessful attempts to contact our customer to discuss his concernsShould our customer wish to discuss the matter further, we encourage him to contact our Customer Relations department at [redacted]
(Please see attached for full response)On June 17, 2017, an in-network repair facility contacted Aeverex to advise the mass airflow sensor needed replacedAeverex did not authorize the repairs, as they are non-covered under the Vehicle Service Contract.On June 19, 2017, the authorized third party on our customer’s account contacted Bridgecrest to advise he had taken the vehicle into the repair facilityHe explained he did not agree with their diagnosis because he had previously replaced the mass airflow sensor with the original equipment manufacturerHe requested to be removed from the vehicleWe advised we would review the situation and reach out to our customer with any available offers.Later this same day, Bridgecrest reached out to our customer and offered to remove her from this vehicle and place her into anotherOur customer declined stating she just wanted to be removed from the vehicleWe then offered to remove her from this vehicle and provide her with a refund totaling $178.02: the $down payment minus the past due balance of $The customer would be required to return the vehicle and complete this process within the next hoursOur customer accepted our offer.Following this conversation, the authorized third party contacted Bridgecrest to advise, due to a prior engagement, they would be unable to go to the dealership within the 48-hour time frameWe advised we would make the exception to extend the time frame through end of business Friday, June 23, We will continue to remain in contact with our customer through the completion of the accepted resolution
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 resolvedI an thankful that the organization is able to assist me in my time of hardship however, I noticed that no where in the letter did it state that I have never been late or missed a payment prior to this request.Thank you again for your assistance! Regards, [redacted] ***
Dear Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns Bridgecrest offers our customers the option to buy out their lease once they have completed all payments under their lease termOur customer satisfied the remainder of her lease on January 14, 2017, and completed the purchase of the vehicleAt this time, we began the process of releasing the title to our customerDuring this process, we determined we were required to order a duplicate copy which could take up to days to obtainThere have been additional unexpected delays that came up during this process but we are diligently working with our third-party vendor to expedite the duplicate title On April 19, 2017, we contacted our customer to discuss her concernsWe explained the abovementioned delay in providing her the titleWe further explained we are expected to receive the title from a third-party titling company in approximately one weekWe advised once we receive the title we will contact her immediately and overnight it to herThe call was ended on amicable terms The actions described in our customer’s correspondence are not in keeping with our set standards of service and supportWe strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectWe sincerely apologize for the amount of time it has taken for our customer to receive her title and for her experienceWe are pursuing all internal training opportunities to avoid similar occurrences in the futureAdditionally, as a goodwill gesture, we have sent $to our customer’s address on file Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at [redacted] *** Thank you, Danielle C Customer Relations