Bridgecrest

It is our set policy and procedure to wait ten days after receipt of payoff funds prior to sending a payoff letter. If our customers request an exception and would like a payoff letter before the ten-day holding period has elapsed, Bridgecrest requires a running bank statement to confirm that all payments made have successfully posted, therefore ensuring that the loan is truly paid off. The document our customer and the ATP provided was not on bank letterhead, did not show a running balance, and did not show whether payments had posted to the account. As the document did not adequately reflect the required information needed for an exception, we were unable to prematurely release the payoff letter. On September 5, 2017, we contacted the ATP to discuss the complaint she had filed with the Revdex.com. It is Bridgecrest’s practice to contact all customers and ATPs who file complaints to ensure their concerns are addressed to the best of our ability. We apologize for any frustration or inconvenience this correspondence caused the ATP or our customer.At this time, we have confirmed that both our customer and the ATP have received copies of the payoff letter via email and postal mail.

On July 10, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2010 Chevrolet Cobalt from DriveTime. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest). Attached is a copy...

of the Contract for your reference. At the time of sale, our customer agreed to make 138 bi-weekly payments of $183.99, with one final payment of $183.62, beginning on August 7, 2014. Additionally, our customer agreed to finance a total of $17,111.76 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 Disclosures. On 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’ contract. This means a “finance charge” (interest) is charged each day on the amount financed with us. When our customer makes a payment, the payment pays interest and it pays/reduces the amount financed. If a payment is made late, the contract continues to accrue interest and more of the payment is allocated to the extra interest. Bridgecrest offers a variety of loan modifications to our customers, from payment extensions/deferments to due date changes. Prior to submitting for any due date changes, Bridgecrest strides to ensure our customer is successful in maintaining payments after the modification period. This means our customers must provide new paystubs to validate they are being paid on days alternate to the scheduled due dates. Bridgecrest allows our customer to have one due date change throughout the life of the loan. However, as loan modifications are subject for review, exceptions can be made.... (continued on attached)

(Please see attached for full response) On January 12, 2017, Bridgecrest contacted our customer to discuss her concerns. In an effort to assist her, Bridgecrest offered five payment deferments. At the time this offer was presented, our customer’s account was six payments past due, as another payment became due on January 7, 2017. Because the account was 6 payments delinquent, we advised her she would need to make one payment of $220.33, prior to the loan modification. Bridgecrest advised after the modification was processed, her next due date would be January 21, 2017. Our customer accepted the offer for assistance.   On January 17, 2017, our customer made a payment of $220.00 towards the account. On this same day, the loan modification request was submitted. On January 18, 2017, Bridgecrest contacted our customer to re-address her concerns. We explained the above-mentioned information. Our customer advised she would be unable to make the payment due January 21, 2017, after the modification was processed. Bridgecrest stressed the importance of making the payment. Our customer advised she would not sign the loan modification documents until she was able to make another payment and successfully process the five payment deferments.  We will continue to work with our customer through the completion of the loan modification. We apologize for any further confusion this matter may have caused. Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at (800) 965- 8043. Thank you,  Jessica H. Customer Relations

(Please see attached for full response)On December 19, 2016, we successfully made contact with our customer to discuss her concerns. We advised that we would credit the account $15.00 for the non-sufficient funds fee and requested a running bank statement to review to reimburse the $35.00 overdraft...

fee. Our customer accepted our offer and the call was ended on amicable terms.We apologize for any confusion or inconvenience this matter may have caused. At this time, we have applied the $15.00 credit to our customer’s account and have reimbursed our customer the $35.00 overdraft fee. Additionally, as a gesture of goodwill, we have applied a $25.00 credit to our customer’s principal balance.Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at [redacted].Thank you,Jessica H. Customer Relations

To Whom It May Concern:  I asked the sales person at Drivetime if there was an early pay off charge and he said no. He DID NOT explain that there would not be a reduction in the interest for duration of the contract. We have paid as of this date $15,796.43. $9274.86 of that has been applied to interest and only $6521.57 toward principle. It has been in the garage with issues nine times. The two 30 days payment were due to being in the garage for repairs. It was either fix the vehicle so I had transportation or make the payment. I told Drivetime when I bought the vehicle that I get paid the third Wednesday of each month. Therefore the payment would be after due date three to four times a year.The sales person this would not be a problem due to there was no late fee until payment was ten days overdue. Never said interest would add up by the day. I had this account on auto pay which I had to stop because of payment coming out of my checking account on the 19th  and my pay was later. I have paid quite a few overdraft fees due to this.This vehicle was just in the garage being fixed twice in the last three weeks. It is still showing four codes besides what we just fixed. Mechanic says we are just getting started with things going to go wrong with total electrical system. I called Drivetime and Bridgecrest and told them what is going on with the vehicle. I was treated like a person trying to rip off their company. Very rude. I told them I raise a grandson with medical issues and constant doctor appointments and had to have transportation. I told them I could not continue to make $478.68 payments and constant repairs. They could care less. I wanted to trade the vehicle off. Called for a pay off and was told it was over $14,000.00 STILL. The value of the vehicle is only around $6800.00.  We want some of the interest adjusted because of all the constant out of pocket issues. That way we can trade it off on a dependable vehicle.

Thank you for bringing this matter to our attention. After further review of the complaint, Bridgecrest has determined that the individual who filed is an authorized third party (ATP) on one of our customer’s accounts. We appreciate the opportunity to address the ATP’s concerns.Bridgecrest has...

reviewed the account and phone conversations with the ATP. We found on July 7, 2017, our customer was six days past due and the ATP contacted us to make a payment of $236.95. As addressed in the correspondence, our representative mistakenly processed a payment of $473.90, the full delinquent amount, while the ATP authorized a $236.95 transaction. We are seeking out all training opportunities to ensure Bridgecrest representatives are consistently ensuring accuracy when processing payments. We sincerely apologize for the inconvenience this matter caused the ATP and our customer.After this transaction took place, the ATP contacted Bridgecrest to inform us of the double payment error and overdraft fees. In agreement to refund the payment error, we requested a running bank statement to ensure the payment cleared with her financial institution prior to issuing the refund to make sure that the payment did not reverse in the meantime. In addition to this, the request for bank statements were for us to review for reimbursement of any accrued overdraft fees as mentioned by the ATP.Bridgecrest contacted the ATP on July 13, 2017, to iterate the abovementioned explanation and path to a resolution. She declined in providing us the needed bank statements and advised she will allow the account to be one payment ahead of schedule. Bridgecrest has offered to review for reimbursement of any overdraft fees; however, the ATP must submit a running bank statement to initiate the review. As a goodwill gesture for the inconvenience this matter caused, we have applied a credit of $118.48... (continued on attached)

On January 23, 2017, Bridgecrest spoke with the authorized third party (ATP) regarding the co-buyer’s credit reporting. We advised him we would not be able to accommodate his request to have the repossession mark removed from the co-buyer’s credit report. Bridgecrest made multiple attempts to reach the account holder and co-buyer prior to the account charging-off. The ATP was not satisfied with our response and advised he will be retaining legal counsel.At Bridgecrest, we strive to ensure all of our credit reporting is up to date and accurate. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity to the major credit reporting agencies.At this time, Bridgecrest offering the following settlement:Bridgecrest agrees to:? Update trade lines to Settled Charge-Off? Waive deficiency balance of $7,589.48Our customer agrees to:? Remit payment of $2,529.75 by March 31, 2017Our customer will be required to sign a Full Settlement and Release of Claims should she agree to the terms of our offer. Bridgecrest has not been able to reach our customer to discuss our offer of a resolution. We continue our efforts to make contact with her.

To Who It May Concern:Thank you for bringing this matter to our attention. We 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 2010 Chrysler Town & Country....

TheContract was subsequently assigned to DT Acceptance Corporation, now known asBridgecrest Acceptance Corporation. Attached will be the Simple Interest RetailInstallment Contract for your reference.At the time of sale, our customer agreed to make 111 semi-monthly payments of$233.07 beginning on September 2, 2016 and one final payment of $232.90 on April17, 2021.On August 30, 2016, our customer contacted Bridgecrest in regards to his paymentfrequency. He inquired about changing to a monthly pay frequency. We 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 concerns. We offered to submit a request to transition to a monthly paymentfrequency. He informed us that he would like to make his payments on the 15 of eachmonth. Because 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 modification. On September 2, 2016, Bridgecrest contacted our customer in reference to themodification. We advised him that once we submit his request, the new monthlypayment amount will be $466.32 beginning on the 15 of September. We informed himthat he will need to sign the modification agreement once approved. Our customeraccepted our offer and we submitted the modification.At this time, Bridgecrest has submitted the modification request. We will continue towork with our customer until we execute all that we promise. In 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 caused. As agoodwill gesture, Bridgecrest has applied a $25.00 credit to the account balance.Bridgecrest thanks the Revdex.com for their ongoing support and allowingBridgecrest the opportunity to address our customer’s concerns. Should you have anyquestions or concerns, please contact us by calling us at [redacted].Sincerely,Carlos S.Customer Relations

[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 resolved.
Regards,
Echo S[redacted]

(please see full response attached)On April 4, 2017, the account holder contacted Bridgecrest to advise us they had refinanced the vehicle. He informed us the payoff check should be received by the end of that week. No check was received that week.On April 28, 2017, at 56 days past due, Bridgecrest...

received and processed a check in the amount of $13,577.48. As the payment satisfied the remaining balance of the account, the trade line was updated to Paid in Full with one (1) 30-day plus delinquency. On May 11, 2017, the account holder contacted Bridgecrest inquiring about removing the 30-day delinquency from the trade line. He informed us the refinancing company was supposed to send the payoff check directly to Bridgecrest not to him.  We advised he could dispute this matter with the major credit bureaus as we are accurately reporting. However, should he have any further inquiries, we are willing to review for assistance and clarification.On May 17, 2017, Bridgecrest contacted co-buyer and advised her we are unable to remove the 30-day delinquency from her credit report. We explained the payoff check was not received until the account exceeded 30 days past due. The co-buyer acknowledged our conclusion and the call was ended on amicable terms.At this time, Bridgecrest is unable to remove the 30-day delinquency y from our customers’ credit reports. Additionally, our customers’ account is reporting as Paid in Full with one (1) 30-day delinquency. Attached is a credit reporting letter to show what Bridgecrest is reporting.We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, Bridgecrest has sent our customer a $25.00 American Express gift card to her address on file.

To Whom It May Concern: Thank you for bringing this matter to our attention. We 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 representative. We strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. We 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 needed. Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or comments, please contact our Customer Relations Department at [redacted]. Thank you, Jeremy R. Customer Relations

To All Parties Concerned:
After careful review of the Drive Time proposal it is totally rejected for the following reasons: 
1. We purchased under contract the 2014 [redacted]k in good faith and became victimized by overt policies.
2. Lienholder/Customer Relations slant of resolve is not beneficial except to their corporation(s).
3. A grave error/act was made on the part of Lienholder and its operatives as stated in the original Revdex.com complaint.
4. Miscommunications between Lienholder and its operatives and the liable Insurance Company as to repair and return of said created this entire unresolved issue.
5. A innocent 10 year child and family were injured via no fault of their own and Lienholder and its operatives removed a vehicle that was to be returned to them after repair.
6. Lienholder shut down and locked out purchasers' account making timely automatic and manual payments impossible.

October 10, 2016   Revdex.com Phone: (602) 264-5299 Fax (602) 263-0997     RE:     Case No. [redacted]     To Whom It May Concern,   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s...

concerns.   On September 12, 2013, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2007 Mitsubishi Galant from DriveTime. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.   On September 8, 2016, our customer’s third-party insurance company contacted us to advise that the vehicle had been in an accident, and was declared a total loss. Our Total Loss Department approved our customer for our Insurance Loss Program (ILP). The ILP allows customers who have experienced a total loss, and for whom GAP insurance was not available at the time our customer purchased, to get into a new vehicle with DriveTime with a $500.00 deductible and no, or reduced, down payment.   On September 19, 2016, we received a check from the third-party insurance company in the amount of $3,297.06. We also received a check from our customer in the amount of $4,727.46. These checks together were sufficient to pay off the remaining balance of the loan.   On September 26, 2016, the insurance company’s check was deleted from the account, leading to once again show a balance due. FULL RESPONSE ATTACHED

(Please see attached for full response)
DriveTime takes our customer’s allegations seriously. We have reviewed our files and found that our customer’s purchase,...

finance of the vehicle, and the administration of his loan has been handled in accordance with our standards, procedures, and all applicable laws. DriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect.
 
On November 25, 2016, we successfully made contact with our customer. We advised that, after review, we would like to make the following settlement offer:
 
·         Delete trade line from all three (3) major credit bureaus.
·         Waive the deficiency balance, $3,232.70.
·         Remit payment to DriveTime via certified funds in the amount of $3,232.69.
 
We further explained that a Full Settlement and Release of Claims would need to be signed and certified funds paid by December 30, 2016. Our customer accepted the offer and the call ended on amicable terms.
 
We apologize for any confusion, frustration, or inconvenience this matter may have caused. We will continue to work with our customer through completion of the accepted offer. As a gesture of goodwill, we have sent our customer a $25.00 [redacted] gift card.
 
Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at 800-965- 8043.
 
Thank you,
 
Jessica H.
Customer Relations

[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 resolved.
Regards,
[redacted]

(Please see attached for full response)Dear Ms. Marin,  Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. Bridgecrest received the estimate for repairs from our customer on October 9, 2017. At this time, we would like to offer our customer a two-payment deferment once we receive a paid receipt for the repairs. We will remain in contact with our customer through the completion of any accepted resolution. Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations department at [redacted]. Thank you,

True they did contact me and said it would take 17 days to return the funds and even then we’re requesting a bank statement even though I mentioned that it had to cycle through the bank to get it to me and Bridgecrest admitted they could see it it the computer system and continued to refuse me my refund therefore putting in a negative status with my bank

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 Department. Our procedure ensures we are able to validate that the repairs for the vehicle have been completed before endorsing...

the check to the repair facility. Furthermore, our procedure assists with reducing the amount of vehicles abandoned at repair facilities with no payment for repairs completed. Once 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 facility. On June 2, 2016, Bridgecrest received an insurance check from a third party insurance company in the amount of $399.57. That same day, our customer contacted Bridgecrest with concerns in regard to the insurance check. She wished for Bridgecrest to facilitate arrangements to endorse the check in her name as the sole recipient. We 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 facility. On June 6, 2016, Bridgecrest contacted our customer to address the concerns in her complaint. Our customer stated that she was inconvenienced, and wished for Bridgecrest to endorse the insurance check in her name. Per 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 facility. Once 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

For full response, please see attached. We have reviewed our customer’s account, as well as the call in question, and have determined all outbound calls made were within the call window preferences set by our customer. Specifically, the call in question was placed at 8:30PM Eastern time. We...

have reviewed the call and commit to addressing all necessary internal corrective action as well as training opportunities for the representative who handled the call. As a gesture of goodwill, we have applied a $100.00 credit to our customer’s account.  At this time, we are unable to contact our customer to discuss her concerns due to her phone number being on our Do Not Call list. We have sent her a letter to her home address encouraging her to contact our Customer Relations department at [redacted] should she wish to discuss this matter further.

Please see the attached PDF for the full response.On August 5, 2016, Bridgecrest received a payoff check in the amount of $18,719.89 to satisfy our customer’s loan. On August 10, 2016, a refund check of $42.17 was sent to our customer’s address on file for over payment of the payoff amount.If our...

customers wish to cancel their Vehicle Service Contract or GAP Addendum they can do so at any time by contacting Bridgecrest or the service provider [redacted]. Our customers are required to sign and submit cancellation documents for each service they wish to cancel. If the documents are received by Bridgecrest, we will subsequently forward them to [redacted]. Once received by [redacted], on the 15th - 18th of each month the cancellation is processed and a refund is generated, if applicable, at a pro-rated amount. Should [redacted] receive the documents post the 18th, then the cancellation and refund will not be processed until the following month.Additionally, on page two of the Vehicle Service Contract under section “Definitions” it is stated:“Refund Period” means forty-five (45) days from the date of Administrator’s receipt of Your cancellation notice.”On August 8, 2016, [redacted] received the cancellation documents for the Vehicle Service Contract and GAP addendum. On August 17, a refund check in the amount of $2,760.48 reflecting the combined total of the GAP Addendum and Vehicle Service Contract was sent to our customer’s address on file.On August 18, 2016, we spoke with our customer to address her concerns. We advised that the check for the GAP Addendum and Vehicle Service Contract had been mailed to the address on file and could take approximately 14 business days to arrive.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, Bridgecrest has sent a $25.00 American Express gift card to the address on file.