Bridgecrest

Please see the attached PDF for our entire response.On January 5, 2017, our customer contacted Bridgecrest stating she sent in repair expense receipts. Bridgecrest advised our customer we had not received her receipts and encouraged our customer to send them again. In addition, we advised that we...

would request an itemized estimate for the non-covered repairs, for review and the option for possible assistance. On January 10, 2017, our customer contacted Bridgecrest regarding the status of our review. We advised that we had not received an itemized estimate from Aeverex. That same day, we re-sent our request to Aeverex. On January 20, 2017, Bridgecrest contacted our customer to address the concerns in her complaint. At this time, we had received copies of our customer’s repair expense receipts and the itemized estimate from Aeverex. Since our customer had already paid for 50% of the repairs, Bridgecrest advised we would make an exception and approve the additional 50% of the repairs and the alignment. Our customer was satisfied with our offer, 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 $25.00 credit toward our customer’s principal balance. Bridgecrest thanks the Revdex.com for their continued support and for allowing Bridgecrest to address our customer’s concerns. If you have any questions, please contact us at [redacted].  Sincerely, Brodie H. Customer Relations

October 10, 2016
serif;">  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

September 7, 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 July 11,...

2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Ford Fusion. 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. During the contracting process on July 11, 2016, DriveTime required a proof of income from our customer to ensure income was sufficient to maintain loan payments. Our customer provided us with a paycheck stub from her employer and an Employment Verification Form that her employer filled out. The Employment Verification Form was signed by her employer and had shown that her employment was still active. Under the terms of the Retail Installment Contract, we notify the customer that we may perform after sale verification of the information provided to us by the customer. On August 16, 2016, DriveTime contacted our customer’s employer as part of the verification process. DriveTime found that our customer had not worked with the employer since July 6, 2016, this was prior to the sale of the vehicle. Our customer’s employer also informed us that the individual who signed the Employment Verification Form never worked for the company. DriveTime made contact with our customer this same day to inform her that the information she provided to us at the time of sale did not pass verification. DriveTime requested our customer to return the vehicle since the employment verification failed. In effect, she had misrepresented her employment status to us and forged documents.On August 18, 2016, our customer spoke with DriveTime to see if she was able to providenew Proof of Income to keep the vehicle. DriveTime informed our customer that she can Formerly DT Credit Company, LLC provide us with Proof of Income from her new employer for verification, this would consistof the same needed information that we require at the time of sale.On August 25, 2016, DriveTime received our customer’s updated Proof of Income. The Proof of Income provided by our customer did not meet DriveTime’s requirements as it was handwritten and did not utilize our standard Employment Verification Form.Additionally, no paycheck stubs were provided.On August 29, 2016, we recovered our vehicle. At the time of the recovery, our customersaccount was current, however she did have a total of 3 Non-sufficient Funds (NSF)transactions on her account from the following dates: August 5, August 20, and August 24,2016. Since our customer had not provided an updated Employment Verification Form andthere were multiple NSF’s on the account, Bridgecrest recovered the vehicle. On the sameday, we informed our customer that we would not allow a redemption of the vehicle, dueto the employment verification failure/misrepresentations and multiple returned NSFpayments.On September 2, 2016, we spoke with our customer to discuss her concerns. We explained to our customer the reasons for recovering the vehicle. Our customer informed us that she no longer wanted the vehicle and was only interested in a refund of her $1,200.00 down payment. We explained that after the 5 day Vehicle Return Period, depending upon the total fees and costs, we retain $800.00 of the down payment after sale to cover our expenses, including the costs to recondition and prepare the vehicle for sale, and the fees and costs related to the recovery of the vehicle.We apologize for any confusion or inconvenience this matter may have caused. Afteradditional consideration, we will refund the amount of her down payment over $800 or$400. If she is willing to accept this offer, we will require a signed settlement agreement.We had previously informed our customer that there will be no adverse credit reportingfrom her loan and the trade line will be removed from all 3 major credit bureaus. As agesture of goodwill, Bridgecrest has mailed our customer a $25.00 American Express giftcard.Bridgecrest thanks the Revdex.com for their ongoing support. Should you haveany questions or concerns, please contact us by calling us at [redacted].Sincerely,Jeremy R.Customer Relations

For full response, please see attached. On September 22, 2017, our customer contacted DriveTime to discuss the current repair concerns to her vehicle. Our customer explained the check engine light was on in the vehicle keeping her from being able to pass emissions testing. She further explained...

per the June claim, the footwell module needed to be replaced. We explained the footwell module is a non-covered component and would have been her responsibility to have repaired. DriveTime further advised, since the claim was over 30 days old, they would need a current diagnosis to be completed in order to determine what repairs are currently needed for the vehicle. They explained they would be willing to complete another review of assistance options once our customer took her vehicle to a repair facility and provided an itemized estimate of the needed repairs. Our customer declined this option and requested assistance with her upcoming car payments instead. We explained we would be willing to offer loan deferments once our customer has the vehicle repaired and provides us with receipts indicating she had paid out-of-pocket for the needed repairs. Our customer declined this offer and the call was ended.   At this time, our customer has requested her phone number be placed on our Global Do Not Call list. Therefore, we are unable to reach out to her to further discuss her concerns and any options of assistance we may be able to provide. We are willing to honor our previous offers of reviewing for assistance with the repairs once a current claim is filed with an in-network repair facility; or, offer payment deferments once our customer provides paid receipts for proof of repairs. Should our customer wish to discuss these options in further detail, we invite her to contact our Customer Relations Department at [redacted].

Bridgecrest has submitted a request to the three major credit reporting agencies to have our trade line removed from our customer’s credit report.  Our customer’s last payment was made on November 3, 2017 in the amount of $497.23. Our customer did contact Bridgecrest on December 2 and 4, 2017 and asked to be transferred to her Vehicle Service Contract administrator. During the conversation on December 2, 2017, we advised our customer of the account delinquency. However, our customer was insistent on being transferred to her Vehicle Service Contract administrator. No payments were made nor payments arrangements set during that phone conversation.In our initial response, we explained that the vehicle was legally recovered due to the delinquent nature of our customer’s account. By December 19, 2017, our customer was 45 days past due with no contact since November 2, 2017, regarding collection of the past due debt and no assurances from our customer that she was going to make a payment. No payments were received since November 3, 2017. On that same day, Bridgecrest assigned the vehicle for recovery through a third party recovery vendor. The vendor later reported the vehicle as recovered on December 28, 2017. As addressed in our initial response, our customer had requested we cease and desist from calling all contact numbers on file. Subsequently, a complete cease and desist was placed on the account. This would prevent Bridgecrest from placing any calls, and sending any written correspondence to our customer. The cease and desist on the account does not impact our ability to send a Right to Cure letter to our customers. However, in Texas, Bridgecrest is not obligated to send a Right to Cure letter to our customer prior to assigning the vehicle for recovery if a waiver is included in the Retail Installment Contract. This waiver can be found on page three of the Contract, under section titled “Default”,...(continued on attached)

The problem with the response from Bridgecrest is there was never notification to my wife [redacted], through mail or telephone. They keep saying a third party told them never to call our number again. My wife nor myself never made this  comment to them. We 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 2017. 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 report. We talked to 2 supervisors and they said that we were notified and nothing could be done to clear her credit report. I said my wife was not notified and the response was yes she was. I asked for someone in a higher position to speak with. They said they were as high as I could go. So I then called their head quarters and asked to speak with the CEO. I was told that couldn't happen but they would take a message and get it to someone that would contact me in 24 hours. I never received a call. So I contacted the Revdex.com. I have spoke with Carlos from Bridecrest 2 times now. I explained to him I was on the east coast in business meetings and would contact him on Monday. We are not saying my wife is not responsible for the debt her son was incapable of honoring due to financial and medical restrictions. We are seeking to rectify this debt without negative consequences to [redacted]' credit since she was not notified until it was to late. She would of and is still willing to take over the obligation. If her credit is restored.  I look forward to speaking with Carlos on Monday to try and rectify this matter. I will also ask Carlos to be willing to allow the phone conversation to be recorded so I can share this with the Revdex.com. Although it is a nice gesture. A $25 dollar gift card is not necessary.  We just want this matter resolved in way that benefits all parties.  Thank you,  [redacted]

For full response, please see attached. We have reviewed our customer’s account history and concluded that the servicing of our customer’s loan was in compliance with all applicable federal and state laws and/or regulations. While reviewing our customer’s account, we found that our...

representative did not place the appropriate contact restrictions on the account. Based off our customer’s request, we determined that it should have been a partial cease and desist. This meant that letters and emails may be sent to our customer but no outbound phone calls are permitted. We are exploring training opportunities with the individual referenced to ensure we are properly accommodating our customers’ requests. At this time we have also reviewed the calls received from our customer in December, and have determined they were handled in a professional manner in accordance with our policies and procedures. As noted by our customer, our representatives have always remained professional.   We thank you for your ongoing support in allowing us the opportunity to address our customer’s concerns.  We regret any misunderstanding or confusion this situation has caused our customer. While we cannot return the vehicle because we legally recovered it due to the delinquent nature of her account, we would agree to remove the credit reporting on this account. At our customer’s request, we have left the call restrictions on her account and therefore we ask that you convey this offer of resolution to her. Should you have any questions, feel free to contact our Customer Relations department at [redacted]

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 account. If a customer is unable to provide this documentation, Bridgecrest must wait ten days to process a payment refund. Both of these options allow us to ensure that a payment has successfully processed and will not be reversed prior to issuance of a refund. While 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 payment. However, our customer declined this assistance, stating that because his next payment due date was approaching, he would allow the funds to remain on the account. Our customer’s account is currently reflecting as a Paid Loan, and the clear title has been sent to his address on file.

(Please see attached for full response)On October 9, 2017, our customer contacted Bridgecrest to discuss his credit report, as September was marked late for being 56 days past due at the end of the month. We advised we would have our Credit Bureau department review the situation, which may take...

three to five business days. The Credit Bureaus department explained the mark denoting the customer was affected by a natural disaster that is being added to all customer’s credit reports affected.  On October 16, 2017, after review of the situation, Bridgecrest reached out to our customer to discuss his concerns. Bridgecrest apologized for any misinformation and confusion. We advised we would remove the late mark for September as a customer service gesture. We advised it would take 30 to 90 days for the update to reflect on his credit history. Our customer accepted and the call ended on amicable terms. A credit correction letter has been emailed to our customer and attached for reference.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On August 30, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Jeep Commander. The Contract was subsequently...

assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached is a copy of the Simple Interest Retail Installment Contract. Bridgecrest offers a variety of loan modifications, to our customers, from due date changes to payment extensions/deferments. Prior to submitting for any payment extensions, Bridgecrest strides to ensure our customer is successful in maintaining payments after the extension period. This means our customers need to be out of their hardship before we can review for deferments. As loan modifications are subject for review, deferments cannot be guaranteed. Our customers remain responsible for maintaining their payments through this review process.On December 2, 2016, our customer contacted Bridgecrest inquiring about an extension.She informed us she is on leave from work and will not return to until January 18, 2017.We advised her we are not be able to provide any extensions until she returns to work.However, if she were to provide a letter from her employer, with her return-to-work date,we would review for possible deferments.On December 13, 2016, Bridgecrest spoke with our customer after she faxed in a copy of her employer letter. We offered two payment deferments for the month of December. Our customer requested three payment deferments. We informed her we would have to submit for further review for a three payment exception. That same day, Bridgecrest submitted at wo payment deferment request.

I have spoke with Danielle, who is definitely friendly and I appreciate her willingness to assist me.  She did get the reimbursement approved in accordance with the contract terms; however, to date I have yet to receive the reimbursement.  I have provided her with my direct banking information, and was promised the refund on May 2, 2017.  It is still not in my bank account, and we are on May 4, 2017.  I appreciate the direct rental and the promise that the vehicle will be fixed.  To date, nothing different has occurred.  I am still without the repaired vehicle, and have yet to receive the promised refund.  Thanks, [redacted]

October 24, 2016   Revdex.com Phone: [redacted] Fax: [redacted]   Re: Complaint #[redacted]   To Whom It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.   On October 18, 2016, we spoke with our customer regarding her concerns. We advised her that we would credit the account $34.60 to bring it current, as a goodwill gesture. We further explained that our records indicated that the account legitimately went over 30 days past due, and that we would not be able to remove the mark from her credit reports without evidence that the reporting was inaccurate.   Our customer stated that she believed she had made a payment in August for approximately $308.00. Were that the case, it would indeed mean her account had never gone over 30 days past due. We advised our customer that we did not have a record of that payment.   We sent our customer a copy of her transaction history, and asked that she review it and compare it to her records. We also requested that she send us any information she had that would support her contention so that we could review it. We have not yet received any such information.FULL RESPONSE ATTACHED

We appreciate the opportunity to readdress our customer’s concerns. It is important to us that our customer understands that we take these situations very seriously and that we understand that a positive customer experience is critical to the success of our business. We wish to express our sincere and heartfelt apology for our customer’s experience with the Bridgecrest representative. We reviewed the call between Bridgecrest and our customer from August 24, 2017, and we made adjustments internally through training opportunities and corrective action as appropriate. We understand our customer’s initial desired resolution was corrective action for the Bridgecrest agent in question, and we are confident in responding that we have taken action appropriately. Further, we have provided our customer with the $100 credit toward her payments as a goodwill gesture to provide more than just words in response to our apologies for her dissatisfactory service received.

To Whom It
MayConcern,Thank you for bringing this matter to our attention. We appreciate the opportunity toaddress our customer’s concerns.On May 25, 2012, our customer entered into a Simple Interest Retail Installment Contract
with DriveTime when she purchased a 2005 Dodge Durango. Attached is a...

copy of the Simple Interest Retail Installment Contract, for your reference. The Contract was
subsequently assigned to DT Acceptance Corporation, and as of April 5, 2016, known as Bridgecrest Acceptance Corporation. On
page 4 of
the Contract, under subsection
Assignment, it states:“…We  may  sell  or  assign  our  rights  in  this  Contract  without  your permission.”OnApril 2, 2016, an auto populated text message was sent the number listed on ourcustomer’s complaint, stating:“Reminder Tues April 5 DriveTime Credit will become Bridgecrest. Call8009678526
for help. …”Bridgecrest offers several payment options for
ourcustomers’ convenience, including no and low cost options. For example, customer can sign up for recurring
ACH (“AutoPay”) at no cost. Our customers are also able to make a payment over the phone, online, or via
textwith Western Union (“Speedpay”). Both options are processed by a third party vendor whocharges a $3.95 convenience fee, as of April 2016, for every payment made. Our customers also have
theoption to make an in-person payment to Bridgecrest via a third
party vendor who charges a convenience fee of $1.50-$2.00, depending
on the location of
the facility they visit (i.e., WalMart). Our customers can contact our Bridgecrest Customer Service department or visit  www.myaccounts.bridgecrest.com to make a one-time ACH
payment, schedule post-dated payments or,
if the account is current, enroll in
AutoPay.Attime of sale, our customer agreed to make 138 bi-weekly payments of $218.13
beginning on June 9, 2012, and one final payment of $216.93 on September 23, 2017.OnAugust 27, 2016, a regularly scheduled payment of $218.13 became due on our customers account. The following day, our customer’s account fell past due. Bridgecrest began efforts to contact our customer and cure
the past due balance. These outbound calls continued
until we successfully made contact
with our customer on October 10, 2016.OnOctober 9, 2016, at 42 days past due, Bridgecrest received payment in the amount of$220.00.OnOctober 10, 2016, our customer contacted Bridgecrest concerning the 30+
day delinquency mark on her credit report and inquired about its removal. She advised Bridgecrest she had been using a third party payment processor, which automatically
deducted payments from her bank account, and was unaware that the account was past due. We advised our customer of
our numerous attempts to contact her and requested she send us documentation verifying that she had attempted to make her regularly
scheduled payments but they were not received on our end. Once the documentation was provided, we would review to possibly remove the delinquency mark from her credit reporting. No such
documentation was submitted by our customer.OnJanuary 9, 2017,our customer contacted Bridgecrest inquiring about removing the 30+
daydelinquency
markon her credit report. We advised her we would not be able to accommodate her request.Bridgecrest is required to abide by the Fair
Credit Reporting
Act(FCRA) for all reportingactivity. Adjusting
our customer’s credit to remove the late mark would be against FCRA§623 [15 U.S.C. § 1681s-2] which states:“A person shall not furnish any informationrelating to a consumer to any consumer reporting agency if the
person knows or has reasonable causeto believe that the
information is inaccurate.”On January 9, 2017, Bridgecrest spoke with our customer and informed her we would not
be able to accommodate her request to remove the negative mark, as the account was more than 30 days delinquent. Our customer was not satisfied with our response and
disconnected the call.Atthis time, Bridgecrest has confirmed our credit reporting is accurate and we will be able
to provide a credit rating letter,
should our customer request
one. We have made multiple, unsuccessful attempts to contact our customer and address her concerns but have
been unsuccessful. Attempts to reach her will
continue in an effort to address her concerns.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. Should you have any questions or concerns, please contact us by calling us at
800-965-8043.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,
[redacted]

(Please see attached for full response)
On December 2, 2016, our customer contacted Bridgecrest and spoke with a supervisor. Our customer requested that no...

calls be made to his cell phone. We explained removing a phone number from the account may prevent proper notification regarding account. We further explained the account was 20 days past due and attempted to set payment arrangements to cure the past due balance. Our customer’s cell phone number was then added to the Do Not Contact list.
 
On December 8, 2016, we contacted our customer to discuss his concerns. We thoroughly explained the above-mentioned timeline and information. We expressed our apologies for the customer service received. We then offered to credit our customer’s account one bi-weekly payment of $224.61. Our customer accepted the offer and the call was ended on amicable terms.
The actions described in our customer’s correspondence are clearly not in keeping with our set standards of service and support. We strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. We sincerely apologize for his experience.
 
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

Bought a car from drive time and it had dry roughed tires and only been four months new battery.you are paying by Western Union. It's not a bank.never ever go there.and my payment s are why yto high. They are there to help people with bad credit. No they aren't or they give you the option to pay for longer term. Hate them.

(Please see attached for full response)
On December 2, 2016, our customer contacted Bridgecrest and spoke with a supervisor. Our customer requested that no...

calls be made to his cell phone. We explained removing a phone number from the account may prevent proper notification regarding account. We further explained the account was 20 days past due and attempted to set payment arrangements to cure the past due balance. Our customer’s cell phone number was then added to the Do Not Contact list.
 
On December 8, 2016, we contacted our customer to discuss his concerns. We thoroughly explained the above-mentioned timeline and information. We expressed our apologies for the customer service received. We then offered to credit our customer’s account one bi-weekly payment of $224.61. Our customer accepted the offer and the call was ended on amicable terms.
The actions described in our customer’s correspondence are clearly not in keeping with our set standards of service and support. We strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. We sincerely apologize for his experience.
 
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

(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

In response to the company's response. I am surprised that Carlos answered this compliant as, I have filed a compliant against him with his company. When Bridgecrest reached out to me, about the Revdex.com inquiry, it was by Carlos, he was very condescending and argumentative with me. I asked for a supervisor and he fact told me he was the supervisor and that I could speak to no one else. I ended the call with him. After that call ended, I contacted the company back and got another representative who said Carlos was not a supervisor and that someone else would help me. I have since been speaking to a manager within Bridgecrest and we are working on a resolution. I did request that the tape from our conversation be pulled, as it shows how demeaning and condescending that Carlos was along with being dishonest about his position with the company.