Bridgecrest

September 9, 2016 Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997    Re: Complaint # [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 January 2,...

2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Chevrolet Trailblazer. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached will be the Simple Interest Retail Installment Contract for your reference.   At the time of sale, our customer agreed to make 138 bi-weekly payments of $214.33 beginning on January 30, 2015 and one final payment of $212.24 on May 15, 2020.   On August 15, 2016, our customer contacted Bridgecrest to set up a promise to pay. She advised us that she would be able to make a payment of $433.66 on August 26, 2016. On August 23, 2016, our customer contacted Bridgecrest to set up a post-dated payment. She agreed to make a payment of $433.66 on August 26, 2016. Bridgecrestset up the post-dated payment through Western Union to withdraw $433.66 on August 26, 2016. By that date, our customer’s account would be 28 days past due for$642.99.On August 26, 2016, two payments of $433.66 posted to our customer’s account. The first $433.66 payment was made through Western Union; the post-dated payment setup on August 23, 2016. The second $433.66 payment was made online at[redacted], through the one-time ACH payment method. Post-dated payments are arranged through Bridgecrest representatives while the ACH payments are made and authorized manually by our customers.On August 29, 2016, Bridgecrest received the bank statement our customer had faxed in. However, it was not legible; we requested our customer send another copy of the bank statement.On August 30, 2016, Bridgecrest had received a legible copy of the bank statementand forwarded to management for further review.On September 2, 2016, Bridgecrest contacted our customer after reviewing the bank statements. We informed our customer that we could only refund $219.33 of the$433.66. Because our customer was delinquent when she authorized these two payments, they applied towards the past due balance and the remaining $219.33went towards the following scheduled payment. We submitted the request for a physical check of $219.33 for our customer.On September 6, 2016, after speaking with our Payment Research department, they found some concerns with the bank statement. On it, her transaction for August 26, is showing as “Funding Reversal”, this means that the bank is requesting the payment of $433.66 be returned to them. That same day, Bridgecrest contacted our customer in attempt to explain the situation. We informed her that in order for us to confirm the payments are posted we hold the funds for 7-10 business days, from the transaction date, to ensure the payment will not reverse. After said period of time, we are able to request a check be cut for the over payment amount of $219.33.At this time, our customer is not satisfied with Bridgecrest’s response. However, we are unable to process a refund until we confirm that her payment has posted to the account and will not reverse.We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, Bridgecrest has applied a $25.00 credit to the account balance. Bridgecrest thanks the Revdex.com for their ongoing support and allowing Bridgecrest the opportunity to address our customer’s concerns. Should you have any questions or concerns, please contact us by calling us at [redacted].Sincerely,Carlos S.Customer Relations

(Please see attached for full response)On September 20, 2017, our customer contacted Bridgecrest to discuss her concerns. We explained the above timeline and sincerely apologized for any frustration or confusion that was caused. We advised we could attempt to reinstate the trade line to reflect as...

paid or leave the trade line deleted. Our customer opted to have the trade line remain deleted. We advised it would take 30-90 days to reflect the deletion on her credit history. The 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 payment. On two separate conversations with our customer, she advised this was an error with the third party payment servicing company and has since been resolved. To date, all payments due have been received by Bridgecrest except for the current past due payments from May 19, 2017 and June 2, 2017.  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 Contract. If 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 payments. We 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 payments. Should 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 support. Should you have any questions or concerns, please contact our Customer Relations department at [redacted].  Thank you,  Danielle C.  Customer Relations

I Disagree totally with the response from bridge crest. reading other complaints I now totally understand that bridge crest only defends itself even when they are in the wrong. There has been several similar complaints made against this financing company as well. I will like to personally obtain all recordings with agents name, dates and times. I will also contact the consumer protection bureaus as well as my state attorney general, because I know what was told to me and if information is being withheld to make the company look good then I condemn it and I believe more action should be taken. I highly recommend a investigation to be launched based on the fraud events of the company. I did talk to a very nice relations specialist named Jessica, which I thought we established an accurate and friendly line of communication. But this response is ridiculous.

Bridgecrest is unable to suspend or ‘hold’ a customer’s account to prevent their contractual periodic payments from occurring. Alternatively, Bridgecrest does offer the option of payment arrangements, and loan extensions to qualifying customers. Payment 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 accrue. Loan 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 status. If the hardship that has caused an account to go past due is ongoing, extensions are generally not offered. Doing 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 resolved. If our customers have resolved their hardship, Bridgecrest would be happy to discuss an extension. We 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 concerns. Attempts 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 file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, Bridgecrest has applied a $25.00 credit toward our customer’s principal balance. Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, Brodie H. Customer Relations Please see the attached PDF for the full response.

As explained in our previous response, our customer elected to purchase Guaranteed Asset Protection (GAP) coverage for the vehicle. GAP coverage can be utilized to satisfy all or a portion of the remaining deficiency balance following a vehicle total loss accident that would not be covered by our customer’s personal insurance. GAP coverage is not used to defer payments or assist our customers with payment-related concerns that did not originate from a total loss accident. Bridgecrest offered to review options of payment deferments for our customer in October and November. On October 5, 2017, at 47 days past due, our customer advised that she would make a payment of $237 on October 6. At that time, we explained to her that she would need to contact us back once the payment is made to discuss deferments. However, no payment was received nor did Bridgecrest have contact with our customer again until November 3, 2017. Bridgecrest made several unsuccessful attempts to reach our customer during this time. On November 3, 2017, at 76 days past due, our customer advised us that she was under the impression that the deferments were processed. We explained to her that she did not satisfy the previously set payment arrangement and the modification was not submitted. We further advised that she would need to make consistent payments to show she is out of her hardship and would be able to maintain payments after the deferral period. By November 12, 2017, our customer made one full payment and one partial payment, totaling $237.74. Despite our attempts to reach her, Bridgecrest did not speak to our customer or the co-buyer until December 27, 2017.Bridgecrest successfully contacted the co-buyer on the account on December 27, 2017, at 102 days past due. The co-buyer was advised by our customer that there was a freeze placed on the account to prevent further payments from coming due....

(Please see attached for full response)·         On October 26, 2016, Bridgecrest communicated with our customer regarding the review of needed repairs. Bridgecrest offered to cover the parts ($810.00) and our customer would only be responsible for the labor...

($314.86). Our customer accepted the offer. Bridgecrest sent the approval to Aeverex however, no invoice has been submitted by the INRF for payment.On April 1, 2017, at 56 days past due, the co-buyer contacted Bridgecrest to advise he would like to voluntarily surrender the vehicle. He explained he is unable to maintain the payments and was unable to cover the labor needed to repair the vehicle. Bridgecrest explained the negative effects of a voluntary repossession including the loan appearing as a repossession on his credit report, and he would also be responsible for any remaining deficiency balance on the loan.Between April 6 and April 21, 2017, Bridgecrest attempted to contact our customer to determine her intentions with the vehicle but were unsuccessful in our attempts.On April 21, 2017, the vehicle was assigned for recovery. Following several more attempts to reach our customer and the co-buyer, the vehicle was successfully recovered on April 26, 2017. The reported mileage, at this time, was 109,304 miles.We apologize our customer experienced mechanical concerns so soon into her loan, however, based off the odometer reading, our customer had full usage of the vehicle.  Although we are unable to accommodate our customer’s request to remove the trade line from her credit history and waive the remaining balance on the loan, we would like to offer to review any out-of-pocket transportation costs while the vehicle was being repaired. Our customer can submit receipts via facsimile or email. Should no receipts be available, we would like to offer to credit the account of $745.62 towards the principal balance as per diem for the total days the vehicle was in a repair facility.

For full response, please see attached. After processing the loan modification, our customer failed to make his next payment due on November 5, 2016. Subsequently, we began making daily attempts to reach our customer. Bridgecrest continued making outbound calls in an attempt to reach our...

customer to assist in curing account delinquency. To date, no communication or payment has been received from our customer since October 19, 2016.   On January 26, 2017, at 82 days past due, our customer’s vehicle was assigned for recovery.  The vehicle was successfully recovered on January 27, 2017.   On January 30, 2017, Bridgecrest sent a Notice of Intent Letter to our customer’s address on file, attached for your review. The purpose of this letter was to inform our customer of his options to redeem the vehicle and reinstate his loan. Our 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 bureaus. Therefore, we are unable to honor our customer’s request for Bridgecrest to remove any negative credit impacts. We 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 caused. At this time, we have made six (6) unsuccessful attempts to contact our customer to discuss his concerns. Should 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 October 17, 2017, the insurance company contacted Bridgecrest to advise the documentation had been resent and request the letter of guarantee. We advised we had received it; however, were unable to open the file, as it came through as encrypted. Bridgecrest...

provided an alternate contact email and then received the settlement breakdown and market evaluation from the insurance company. This same day, Bridgecrest sent the insurance company the letter of guarantee. Later this same day, our customer spoke with Bridgecrest management in regards to the situation. Bridgecrest relayed the above timeline pertaining to the delay. Bridgecrest explained our customer remained responsible for the payments until the insurance check was received and the loan was paid off. On October 19, 2017, our customer and her attorney contacted Bridgecrest to discuss the account. The attorney advised he had requested the insurance company not send the check to Bridgecrest. We explained that as long as our customer’s account remains active, our customer remains responsible for the loan. At this time, our customer’s account remains in an active status and she remains responsible for the loan, including her regularly scheduled payments, until the insurance check is received and the loan is paid off. We encourage our customer to remain in contact with her insurance company to ensure the claims process is completed in a timely manner.

(Please see attached PDF for full response)On October 21, 2016, we successfully made contact with our customer. Our customer expressed his displeasure about his negative experience with a member of management and explained why he was requesting the deferment. We apologized for his experience and...

offered our customer the one payment deferment requested. We explained why his account is considered not eligible for deferments. We explained that our allotted amount of deferments has been reached for the month of October, so we would not be able to complete the deferment until the beginning of November. Per normal processes, once this deferment modification is completed, Bridgecrest will be unable to process any deferment modifications on his account for the next 6 months. We further explained that all future payments would have to be made on time, including the payment due on October 29, 2016. If the payment is not made, the deferment will not be completed. Our customer understood all terms, accepted the offer, and the call was ended on amicable terms. The experience described by our customer is not in keeping with DriveTime's set standards of service and support. DriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. We will be reviewing the situation stated by our customer for any internal training opportunities. We sincerely apologize for any confusion or inconvenience this matter may have caused. The deferment process has been started for our customer. As a gesture of goodwill, we will also provide a $25.00 credit to the principal balance. Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at 800-965-8043. Sincerely, Jessica H.Customer Relations

Please see the attached PDF for our full response.
 
On November 11, 2016, we contacted our customer to address the concerns in his complaint. Our records do not...

indicate an error was caused on Bridgecrest’ s end and we are unable to determine the underlying issue that caused the above-mentioned automatic withdrawal payments to reverse. Furthermore, our customer is adamant that the funds were available in his account at the time the funds were withdrawn. Bridgecrest has offered to make an exception to allow our customer to use the full $1,500 in accumulated Lease Reward Credits toward his remaining balance. In addition, as a goodwill gesture, Bridgecrest has credited our customer’s Lease account the remaining $34.99, settling the entirety of his Lease to Purchase payoff. This will allow Bridgecrest to begin the process of sending our customer the title to the vehicle and remove the lien. We will not be able to assist our customer with the thermostat and air door actuator motor repair. Our customer agreed to our offer and we ended our correspondence on amicable terms.
 
We apologize for any confusion or convenience this matter may have caused. Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
 
Sincerely,
 
Brodie H.
Customer Relations Department

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.   We sincerely apologize for any inconvenience our customer may have experienced and for the amount of time it has taken for her to receive her title. As stated in our previous response, we are pursuing all internal training opportunities to avoid similar occurrences in the future. We are happy to report, at this time, DriveTime has obtained a copy of the title, in our name, which we have overnighted to our customer’s address on file. Once received, she will be able to successfully have the title placed into her name. We have confirmed the $300.00 check was delivered as of April 28, 2017. We will follow up with our customer to confirm the delivery of the title.   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,    Danielle C.  Customer Relations

On August 30, 2017, we contacted our customer and confirmed he had retrieved the vehicle. Our customer expressed concerns about having to make two payments of $845 to secure the release of the vehicle, when he had only agreed to make one at this time. Additionally, our customer discussed concerns that the vehicle had been damaged by the recovery vendor. After further review of our customer’s situation, we refunded the second payment of $845 made via certified funds as a goodwill gesture. Should the initial ACH payment of $845 be reversed for any reason, our customer has acknowledged an understanding that the vehicle will be reassigned for recovery. Additionally, we are currently reviewing the situation with the recovery vendor and intend to work with our customer until this matter is resolved.

I've made the decision to not accept the response made by Bridgecrest. I felt as though the email that was received was not a apology for the poor customer service. I'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 account. My 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 me. If 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.

Dear Ms. Marin,Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. Bridgecrest has determined that the individual who filed the complaint is an authorized third party (ATP) on our customer’s account. For 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 behalf. However, 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 2005 Honda Accord. While DriveTime originated the Lease and is the Lessor, Bridgecrest Credit Company (Bridgecrest) is the servicer for the Lease. Attached is the Return Anytime Closed End Motor Vehicle Lease Contract for your review.We aim to avoid mechanical failure by inspecting our vehicles. However, if a part is not failing at the time of inspection, it does not need to be replaced. Additionally, 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 lease. Should the battery in question have failed within the first 30 days or 1,500 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 expired. Asthis is a non-covered component, replacement would have been the responsibility of the customer. However, 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 button. The 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 current. When an account falls past due, we make multiple daily attempts to reach our customer to cure the delinquency. Throughout 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 recovery. Our 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 administrator. The transmission repairs were authorized on March 14, 2017. 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 repair. These are non covered components under our customer’s warranty so they would be the customer’s responsibility to complete. The repair facility advised the customer if they were not replaced prior to the installation of the replacement transmission, the transmission would have subsequently failed. Bridgecrest additionally made the exception to waive the $100.00 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 due. Our customer contacted us requesting an additional four (4) weeks to make a payment on the account. We advised this would not be a viable option due to the amount of time which had already elapsed with no payment made. At this time, our customer also authorized a third party to speak about the account on his behalf. Later this day, the equivalent of one payment was made and the recovery was cancelled. Although 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-payment. On this date, the authorized third party contacted Bridgecrest to discuss the recovery of the vehicle. She explained she was never advised of the due dates for payments. We explained when payments are made, we provide the next due date. Additionally, with a bi-weekly schedule,payments would be made every two weeks. We explained we have made several unsuccessful attempts to contact the account holder but all phone numbers have been disconnected or removed from the account. Furthermore, 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 complaint. We 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 bureaus. Our 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 caused. Bridgecrest thanks the Revdex.com for their continued support. If you have any questions, please contact us at [redacted].

The following documents are attached for your reference: the Contract, Vehicle Service Contract, and What You Need To Know…, and Modification Agreement. We have reviewed our customer’s account and found a conversation on August 2, 2017, where our representative did not handle the call in a...

professional manner. We sincerely apologize for the frustration this matter has caused. Bridgecrest will be exploring appropriate corrective action and all internal training opportunities to ensure our representatives are providing exceptional customer service and support to all of our customers. As a goodwill gesture, we have applied a bi-weekly payment of $222.62 to our customer’s account. This will post to the account within the next 3-5 business days, thus making our customer’s next payment due date August 19, 2017. If our customer wishes to receive phone calls within a certain time, she may set call window preferences over the phone or at myaccount.Bridgecrest.com. These are time frames, provided by our customer, where we are able to contact them via telephone. Also, our customer may have her number placed on our Do Not Call list to cease all phone calls to a specific number.  Our customer did not elect to indicate call window preferences, nor did she request any numbers be placed on our Do Not Call list. On March 24, 2017, we contacted one of the numbers provided by our customer, however, a third party answered and advised the number was not associated with our customer and therefore was placed on our Do Not Call list. After review, we have determined that all phone calls were placed within the appropriate time frame for contacting our customer and Bridgecrest did not exceed the allotted attempts to contact our customer at any individual phone number. Bridgecrest has not been able to reach our customer to discuss her concerns regarding the dates listed on the Modification Agreement....(continued on attached)

November 29, 2016

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Revdex.com
[redacted] 
 
Re: Complaint # [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 June 3, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Mitsubishi Galant. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to [redacted], now known as Bridgecrest Acceptance Corporation.
At the time of purchase, our customers agreed to make 138 bi-weekly payments of $213.54 and 1 final payment of $213.53, beginning June 20, 2015. Bridgecrest intends to keep the terms of our customer’s contract as written, unless a change is otherwise agreed upon by Bridgecrest and our customer.
On May 10, 2016, Bridgecrest assisted our customer with a one-time due date change. A due date change is a type of loan modification that allows our customer to remain on the same pay frequency, but change the dates the payments are made. Bridgecrest only allows one of each type of loan modification for our customer’s loan.
Between the months of June to November of 2016, Bridgecrest spoke with our customer on several occasions in reference to her payments. Our customer mentioned she receives her paychecks on the 5th and the 20th of every month and requested a change to her payment frequency of her contract. We advised our customer to provide two consecutive paycheck stubs to show proof of her new pay frequency. To this date, we have not received the paycheck stubs that had been request. Additionally, we advised our customer in order to qualify to have her payment frequency changed her account must be current.
(Full response provided to the Revdex.com)

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. Vehicle loans are serviced by and financed through Bridgecrest, DriveTime’s loan servicing partner. We work simultaneously in an effort to address and resolve all customer’s concerns related to both businesses. We apologize for any confusion this may have caused. Bridgecrest truly appreciates our customer’s consistent and on-time payment history and would like to continue to do business with her. However, as she is exploring her refinancing options, Bridgecrest would not be able to accommodate her as we do not have a refinance program. In an effort to provide a direct response to our customer’s request for refinancing options, we have recommended that if she wishes to refinance the only other options we can provide is to advise her to seek refinancing options through third parties, such as a credit union or bank. This recommendation is not in an attempt to lose her business but instead to provide her all known available options based on her request. Bridgecrest made four (4) unsuccessful attempts to reach our customer on April 20, 21, and 24, 2017 on all phone numbers listed on the account. On April 21, 2017, Bridgecrest sent a letter to our customer’s address on file. The purpose of this letter is to advise we have been unable to reach her and encourage our customer to contact our Customer Relations department so we may discuss her concerns further. We will continue our efforts to come to a mutual understanding.

attention [redacted], I have been sick in bed and unable to contact you personally I have my sister responding to your response letter. I do not have any control over the state disability decisions regarding payment dates and I'm sure you know this already. Irregardless I am still making my monthly payments to Bridgecrest only a couple of days after the due date in which all companies have a grace period to allow customers some edge room according to unforeseen issues that may arise such as mine. You also did not mention anything (to your obvious convininience) as to why Bridegecrest takes an additional 3-4 days to post a wash paylent which is my form of payment every month!!!  I am willing to work with you but you also have to help your customers out. If I need to speak with someone in an authoritative capacity, then let me know and provide that information to me so that I can do what I need to do to get this taken care of.Ms. [redacted]

Please see the attached PDF for the full response.
On September 28, 2016, we contacted our customer to address her concerns. We inquired about the $600.00 repair expense in her complaint, and encouraged her to provide us with receipts for review, and the option...

for possible reimbursement. She stated that the expenses she referenced were for non-covered repairs that Bridgecrest had previously assisted with. In addition to the non-covered repairs, she also stated that the expense total included her rental and tow. As the repairs were approved by Bridgecrest, and the rental and tow were approved by Aeverex per the Vehicle Service Contract; our customer did not have additional expenses that required review. 
Our customers have the option to choose to have their periodic payments automatically withdrawn from their accounts with their financial institution. Should our customer’s change financial institutions or wish to cancel their automatic withdrawal, Bridgecrest requires notification 48 hours in advance due to the possibility that the automatic withdrawal may still attempt to procure a payment. As our customer had changed financial institutions and failed to manually update or notify Bridgecrest within 48 hours, the automatic withdrawal attempted to procure her next scheduled periodic payment. This subsequently generated a non-sufficient funds classification toward her Bridgecrest payment ledger and a $15.00 fee. Due to the circumstances, we advised that we would credit our customer’s payment’s $15.00. Our customer agreed, and we ended correspondence on amicable terms.
 
We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, Bridgecrest has applied a credit of $25.00 toward our customer’s principal balance.
 
Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
 
Sincerely,
 
Brodie H.
Customer Relations Department