Bridgecrest

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On February 9, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Toyota Highlander. The vehicle came with a 30-day / 1,500-mile DriveCare Limited Warranty, administered by Aeverex. Our customer opted to purchase an additional 5-year/50,000-mile Vehicle Service Contract, also administered by Aeverex. 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, DriveCare Limited Warranty, and Vehicle Service Contract for your reference.On February 20, 2016, our customer contacted Aeverex to express concerns with arattling in the climate control. Aeverex encouraged him to have a diagnosis completed at an in-network repair facility.On September 21, 2016, our customer contacted Aeverex to voice concerns with ACissues. Aeverex encouraged him to have a diagnosis completed at an in-network repair facility.On October 24, 2016, our customer voluntarily surrendered the vehicle to DriveTime. That same day, DriveTime processed the vehicle accordingly and made arrangementsto transport the vehicle to the near-by auction.On November 2, 2016, a third party requested the 10-day payoff amount for the vehicle. We provided a 10-day payoff amount of $15,637.47 with a per diem of $7.14,this amount will be accurate until November 12, 2016. On November 7, 2016, our customer contacted Bridgecrest with concerns about an insurance claim filed due to hail damage on the vehicle. He advised us that he was contacted by a third party insurance provider and advised there was an insurance claim initiated on the vehicle he had previously voluntarily surrendered back to DriveTime. Our customer also stated concerns with the way the trade line was being reported to the major credit reporting agencies. He advised the vehicle was being reported as an involuntary repossession rather than a voluntary surrender. After further review of the account, we have determined that no action was taken by Bridgecrest in reference to the aforementioned concerns. We apologize for any inconvenience this matter may have caused.On December 1, 2016, our customer contacted Bridgecrest in reference to theinsurance claim. We informed him our third party vendor had filed a lien holders claim on behalf of Bridgecrest and encouraged him to contact them for further assistance. We then provided him the contact information for the third party vendorthat processed the lienholder claim.On December 5, 2016, Bridgecrest contacted our customer in an effort to address his concerns. We informed him our third party vendor had filed the insurance claim and we would need to gather further information in order to determine how Bridgecrest was able to assist him. We advised him we would follow up with him, in reference to the status of his concerns, periodically.At this time, we are unable to assist our customer with the lienholders claims with his insurance provider. Our third party vendor filed a claim on behalf of Bridgecrest when damage was found on the vehicle. Our third party vendor will send photos of the damage to our customer insurance provider and provide them the opportunity to inspect the vehicle damage and write an estimate. If our customer if disputing the damage occurred while in his possession, he would need to dispute that with his insurance provider. It is up to his insurance provider based on their policy whether or not they accept (pay) or deny the claim.As a goodwill gesture, Bridgecrest has submitted a request to delete the trade line from the major credit reporting Agency.We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, Bridgecrest has sent our customer a $50.00 American Express gift card to the address on file. 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.

[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.]

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,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On January 5, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Chrysler 300. Prior to the purchase of the...

vehicle, our customer was required to complete the Get Approved Form, providing her and her references’contact information, place of employment, etc. 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 and the Get Approved Form for your reference.At the time of sale, our customer agreed to make 132 bi-weekly payments of $170.85 beginning on January 30, 2016 and 1 final payment of $169.90 on February 20, 2021. On page 3 of the Contract,under subsection Default, it states:“You will be in default if any one of the following occurs (except as may be prohibited by law): 1.You fail to make any payment due under this Contract, including any down payment, in full when such payment is due…”Additionally, on page 4 of the Contract, under subsection References/Credit Reports, its states:“We may contact your employer or your references to verify the information you provided to us in your application or in connection with this Contract. We may also contact your employer or your references if we are unable to locate you. The servicer of this Contract may also do so.”Please reference page 4 of the Get Approved Form, under subsection Communication Consent, it states: “You agree that we may call you, using an automatic telephone dialing system or otherwise, leave you a voice, prerecorded, or artificial voice message, or send you a text, e-mail, or other electronic message for: … 2) any purpose related to the servicing and collection of your accounts with us…”If our customer wants to cease telecommunication, email, and/or mail to her, we encourage her to contact Bridgecrest to place any or all of these restrictions on her account. Bridgecrest is able to setup call windows; these are time frames given by our customer where we are allowed to contact her.On May 8, 2016, our customer’s account fell past due and has not been brought current since. The last payment we received from her was August 12, 2016, at 41 days past due. Throughout this period of time where our customer was in default of her Contract, Bridgecrest proceeded with collection efforts in attempt to cure the past due balance.On October 10, 2016, our customer contacted Bridgecrest via email regarding her past due balance.She requested we provide her payment extensions to assist with the delinquent payments. As we are unable to discuss our customer’s account information over email, we attempted to contact her through her phone number on the account.On October 19, 2016, at 95 days past due and no phone communication with our customer since August of 2016, Bridgecrest attempted to contact three (3) of our customer’s references, provided by her on the Get Approved Form, in an attempt to reach her. We were unsuccessful in our attempts as two phone numbers were disconnected and we left a voicemail on the active phone number.After reviewing our customer’s account notations, Bridgecrest has found that our customer has not requested we cease communication to her, place of employment, or references nor do we have any indication that her references requested the same.On November 1, 2016, at 108 days past due, our customer’s account charged off.On November 3, 2016, Bridgecrest exercised its contractual right to secure the vehicle and assigned the vehicle to be recovered.On November 9, 2016, our customer contacted Bridgecrest to discuss the recovery of the vehicle and past due payments. She informed us she was attempting to retrieve the items from the vehicle and she has not been able to make contact with the recovery vendor. She also advised us she was promised an extension through email. We informed her she would need to speak with us over the phone in order to discuss the possibility of payment extensions; emails from our customer are not sufficient enough to have a payment extension performed. Bridgecrest offered to review the email correspondence to confirm what offer of assistance, if any, was given or presented to her at thattime.In regards to the recovery of the vehicle, Bridgecrest advised our customer we have attempted to contact her at least once a day to cure the past due balance. In total, our customer’s full amount to redeem the vehicle is $2,013.04. This is including the recovery fee, late fees, key fees of $90, and past due payments of $1,573.04. In order to redeem the vehicle we offered to reduce the amountrequired to release the vehicle to a minimum of $1,000, which consists of $650 for the past due payments, $325 for the recovery fee, and $25 for late fees.On November 14, 2016, our customer contacted Bridgecrest concerning the retrieval of items from the vehicle. She informed us that the recovery vendor has a small time window where she canschedule an appointment with the vendor; she was seeking assistance with gathering her items. We advised her we have no control over the hours of operation of the vendor and would be unable toassist with releasing her items.On November 19, 2016, our customer contacted Bridgecrest inquiring about a potential hold of the vehicle’s sale. We informed her we would place the vehicle on hold at auction until the following Monday. On November 21, 2016, our customer contacted Bridgecrest to make a $301.05 payment towards the fees to redeem the vehicle. We informed her that she has until November 30, 2016, to pay the remaining balance of $698.95 to redeem the vehicle. Bridgecrest has placed a hold on our customer’s vehicle until November 30, 2016.At this time, Bridgecrest is currently working with our customer to satisfy the necessary minimum to redeem the vehicle. We have reviewed the account notations and we have made countless efforts to cure the past due balance on the account. Bridgecrest is able to confirm that the recovery of the vehicle is legitimate. Should our customer wish to discuss this matter further, we encourage her to contact our Customer Relations department at [redacted], as we are unable to discuss account matters through email correspondence.We apologize for any inconvenience or confusion this matter may have caused. As a good will gesture, Bridgecrest has applied a $25.00 credit to our customer’s account balance. ridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].

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.

[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.]

I have reviewed the response made by the business in reference to complaint...

ID [redacted], and while the year make a model of the vehicle listed in the response is incorrect, the rest of the account of my experiences with the company are correct.[redacted] / Bridgecrest has called me and reached out to me to correct my concerns and since they have contacted me, I have received my title to the vehicle (free and clear of any lien-holder previously listed), I have received my refund check in the correct amount of the over payment I made , and I have received a $25 gift card for my troubles.
Thank you for your assistance, Revdex.com, for facilitating the prompt resolution on this matter.

Regards,

Response too large, please see attached.

What a joke they are, if you are one day late after paying on time for a year and a half the harassment starts and continues daily, how unbelievable. It's disgusting!

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On July 12, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2014 Jeep Patriot. 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 for your reference.On August 26, 2016, our customer was one day past due for $218.84. Bridgecrest contacted her in attempt to cure the past due balance. She had informed us she had enrolled in AutoPay, to automatically withdraw payments, from her bank account, on the regularly scheduled due dates.After review of the account, AutoPay was not active during this period of time. The account status reflected three payments past due because the down payment was not applied correctly.Our customer enrolled herself in AutoPay on September 8, 2016. From that day onward, AutoPayhad a set schedule to draft her regular bi-weekly payment, of $218.84, on every scheduled due date. AutoPay does not recognize any past due balance or cancels itself out if there is a past due balance on the account.On September 16, 2016, our customer contacted Bridgecrest regarding the constant past due balance. We requested she send in a copy of her running bank statement showing she made the first two payments on the loan. We explained to her this account status may be due to a systematic error.Between September and October, our customer had spoken with Bridgecrest on a few occasions concerning the constant delinquency on the account. Our Payment Research department and IT team found an error with accounts generated on July 12, 2016. Any new accounts did not have the down payment applied correctly making our customers’ account look delinquent although it is not.In October of 2016, our IT team corrected the issue where the down payment reflected as unsatisfied, would appear as paid. Our Payment Research department compared our customer’s bank statement with the payments posted to her account and confirmed we had received only three payments between the date of purchase and the end of September, by which, five bi-weekly payments were owed. At this time, Bridgecrest has since corrected the issue with the inaccurate account status. We have verified that our customer’s account is legitimately 21 days past for $437.68 as of December 22,2016. We are willing to review further should our customer provide us with a running bank statement indicating she made all five payments due between July 28, 2016 and September 21,2016. We have not been able to reach our customer to provide our explanation. We will continue our efforts to make contact with her.Should our customer wish for Bridgecrest to cease calling her, we encourage her to contact our Customer Service department at 800-965-8526, in order to set up a call window preference. This is a time frame where our customer has allowed us to reach out to her.We apologize for the inconvenience this matter 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 [redacted].

(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

When completing a loan modification for a Frequency Change, Bridgecrest typically requires our customer to provide pay statements. Bridgecrest wants to ensure that we are setting our customer up for a successful change to their loan, therefore, pay statements are required to validate our customer’s pay schedule. Additionally, Bridgecrest also requires our customer to fulfill their contractual obligation to bring their payments current before we allow a modification for a Frequency Change to occur. As a gesture of goodwill, Bridgecrest has not required our customer to send in her pay statements nor have we required her to bring her account current prior to providing her a loan modification. We apologize for any confusion or inconvenience this matter may have caused. Bridgecrest is still currently in process of providing a Frequency Change and two payment deferments to our customer. Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]

Due to my recent dispute and case with Drivetime through Revdex.com AZ, I got both issues addressed.  The issue with the lease and questions I had were not but Drivetime resolved this issue in another way.  However, others need to be aware of the following research determined: The rate used across the board at Drivetime per Jessica for the RESIDUAL VALUE is 14.5% or 85.5% x CAPITALIZE COST+  over the lease period.  The point I made to Drivetime is that not every car depreciates in the same manner, but no adequate response to this.  The 85.5% becomes the DEPRECIATION AND OTHER AMORTIZATION COSTS on the contract. Now the RENTAL CHARGE or what they sometimes call FINANCE CHARGE is based on the following formula: RESIDUAL VALUE + DEPRECIATION* x MONEY FACTOR.  I asked for an explanation of the money factor and no one was able to answer this.  The rate on the contract comes out to be 59.2% but the formula indicates the money factor is the APR / 2400 but the figures do not add up.  
I was supposed to have a specific time to go meet the local dealership and requested a call from Robert Purnell in Salem VA to set up an appointment but never received a call.  The moral here is NEVER EVER go back to a DRIVETIME dealership for help after the purchase of a vehicle.

December 21, 2016

justify;"> 
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 March 13, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Chevrolet Cruze. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Additionally, our customer purchased a 5 year/50,000 mile Vehicle Service Contract serviced by Aeverex. The cost of the Vehicle Service Contract was $2,895.00. Attached you will find a copy of the Retail Installment Contract and Vehicle Service Contract for your review.
On April 15, 2015, our customer spoke with Aeverex to inform them that the check engine light was on and the vehicle was shaking. Aeverex referred our customer to an in-network repair facility for a vehicle diagnosis and for a claim to be filed.
On April 20, 2015, the in-network repair facility spoke with Aeverex to file a claim. The repair facility suggested a valve cover gasket replacement. The valve cover gasket is a non-covered component under the terms of the Vehicle Service Contract therefore; Aeverex denied the repair.
On this same day, our customer spoke with Bridgecrest to inform us of needed repairs and requested assistance. Bridgecrest informed our customer that we would review the estimate to see if there were any possible exceptions that could be made.
On April 21, 2015, Bridgecrest made an exception and provided approval for our customer’s repairs for the valve cover gasket totaling $152.03. Our customer was responsible for the deductible of $100.00, per her Vehicle Service Contract.
(Full Response provided to the Revdex.com)

Please see the attached PDF for our full response.
As this is a simple interest loan, interest still accrues during the deferment period. We disclose that...

to our customers prior to beginning the deferment process. Upon review, should our customers not be eligible for payment deferments, then payment arrangements will be offered. Bridgecrest wishes to ensure that we are setting our customers up for success.
 
Given we have been instructed not to contact our customer on her home phone and she has requested to be called after our hours of operation, we have mailed a letter via FedEx and emailed our customer requesting her to contact us to resolve her complaint. At this time, we have been unsuccessful with our attempts to contact our customer and address her concerns.
 
On November 23, 2016, we pulled the calls in question to be reviewed. Our customer’s experience with Bridgecrest did not adhere to the set standards that we strive to provide. We sincerely apologize to our customer for the actions that transpired during her correspondence with Bridgecrest. Bridgecrest strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. We sincerely apologize if she feels she did not receive a pleasant experience. We are taking necessary internal steps to address our customers experience.
 
As a gesture of goodwill, Bridgecrest will credit our customer’s account $500.65 which will consist of two full payments and a partial payment of $73.55. We will continue attempts to contact our customer to reach an amicable resolution.
 
Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling [redacted].
 
Sincerely,
 
Brodie H.
Customer Relations

Please see the attached PDF for our full response.
As this is a simple interest loan, interest still accrues during the deferment period. We disclose that to our customers prior to beginning the deferment process. Upon review, should our customers not be eligible for payment deferments, then payment arrangements will be offered. Bridgecrest wishes to ensure that we are setting our customers up for success.
 
Given we have been instructed not to contact our customer on her home phone and she has requested to be called after our hours of operation, we have mailed a letter via FedEx and emailed our customer requesting her to contact us to resolve her complaint. At this time, we have been unsuccessful with our attempts to contact our customer and address her concerns.
 
On November 23, 2016, we pulled the calls in question to be reviewed. Our customer’s experience with Bridgecrest did not adhere to the set standards that we strive to provide. We sincerely apologize to our customer for the actions that transpired during her correspondence with Bridgecrest. Bridgecrest strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. We sincerely apologize if she feels she did not receive a pleasant experience. We are taking necessary internal steps to address our customers experience.
 
As a gesture of goodwill, Bridgecrest will credit our customer’s account $500.65 which will consist of two full payments and a partial payment of $73.55. We will continue attempts to contact our customer to reach an amicable resolution.
 
Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling [redacted].
 
Sincerely,
 
Brodie 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.]

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,

[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.]

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]

This company which I got a loan from through Drivetime, My vehicle got repoed,first time ever for that to happen...oh well pick my self up again move on, Anyway I had to call three different places to try and retrieve my items from the tow lot, they would not let my wife get those items,unless she was approved by "BRIDGECREST" I said ok I will call them, they said that they need a written letter and have it notarized and send it to them,the tow company told me that no they don't they are giving you a run around, I called bridgecrest back and told them to stick it where sun don't shine!!!...BTW I have to take off work early to retrieve those items,..So for future reference even if my credit score is in the 800's I will never ever use them again...PERIOD!

Revdex.comPh. ###-###-####Fax ###-###-####Re: Complaint # [redacted]To Who It May Concern:Thank you for bringing this matter to our attention. We appreciate the opportunity toaddress our customer’s concerns.On February 21, 2014,...

our customer entered into a Simple Interest Retail InstallmentContract with DriveTime when she purchased a 2007 Mercedes-Benz C Class. Thevehicle came with a 30-day / 1,500-mile DriveCare Limited Warranty, administeredby [redacted]. Our customer opted to purchase an additional 5-year / 50,000-mileVehicle Service Contract, also administered by [redacted]. The Contract wassubsequently assigned to [redacted] now known as [redacted]Acceptance Corporation. Attached will be the Simple Interest Retail InstallmentContract, the Vehicle Service Contract (VSC), and the DriveCare Limited Warranty foryour reference.On February 25, 2014, our customer contacted [redacted] to express concerns with theengine flipping and transmission slipping. [redacted] encouraged her to have adiagnosis completed at an in-network repair facility.On February 26, 2014, an in-network repair facility initiated a claim with [redacted] forthe transmission diagnostic fee. The repair facility was unable to find any failureswith the vehicle. [redacted] approved the diagnostic fee under the DriveCare LimitedWarranty.On June 4, 2014, our customer contacted [redacted] to express concerns with a noisewhen turning. [redacted] encouraged her to have a diagnosis completed at an in-network repair facility.On September 4, 2014, our customer contacted [redacted] to express concerns with anoise when turning. [redacted] encouraged her to have a diagnosis completed at an in-network repair facility.On January 12, 2016, our customer contacted A[redacted]x, inquiring about when the VSCexpires. [redacted] informed her that her VSC expired at 133,555 miles. By that time,our customer’s current odometer reading was 177,965; she has driven 94,410 milessince purchase.On June 30, 2016, our customer contacted [redacted] in regards to possibleassistance with vehicle repairs. She asked if [redacted] could credit to her accountthe cost of the VSC as she had no use for it. They informed her that that would not bean option; her Vehicle Service Contract had expired by mileage. [redacted] offeredto review options of possible assistance, with payments, once she sent in receipts forthe out of pocket repairs.On August 4, 2016, our customer contacted DriveTime in reference to the repairsneeded on her vehicle. She asked if we could extend her VSC mileage. We advised herthat we are unable to extend any coverage since she has driven out of the VSC. Weoffered to review options of possible assistance once she sent in paid receipts for therepairs.On August 9, 2016, our customer informed DriveTime that the vehicle had beendiagnosed, for transmission issues, at an in-network repair facility and had not paidfor the repairs. We informed her that we would reach out to the repair facility toobtain the estimate. We offered to review options of possible assistance once wereceive the estimate.
At this time, DriveTime has not received the estimate from the in-network repairfacility. We will continue to work with our customer until we reach an amicableresolution.We apologize for any inconvenience or confusion this matter may have caused. As agoodwill gesture, [redacted] has applied a $25.00 credit to the account balance.[redacted] thanks the Revdex.com for their ongoing support and allowing[redacted] the opportunity to address our customer’s concerns. Should you have anyquestions or concerns, please contact us by calling us at ###-###-####.Sincerely,Carlos S.Customer Relations

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 February 5, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she...

purchased a 2010 Buick Lacrosse. 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 for your reference.On November 23, 2016, our customer contacted Bridgecrest inquiring about possible payment deferments. She informed us that she had been assisting with her mother’s medical bills. We advised her that we would need proof of out of pocket expenses in order to submit the request for payment deferments.Payment deferments are provided to our customers who have experienced a hardship. The purpose of these deferments is to provide payment assistance by placing these payments at the end of the loan. This will push back the maturity date and interest continues to accrue during the deferment period. In order to perform a payment deferment, Bridgecrest requires our customers to provide evidence of a hardship. For our customer, we requested she submit a billing statement for her medical expenses. We do not require personal information be left on the billing statement, or any other supporting documents, but Bridgecrest needs to verify that there was a hardship. Bridgecrest does not offer payment deferments until our customers are outside their hardship. We do this to ensure that our customers will be able to maintain their regularly schedule payments after the deferment period.On November 28, 2016, Bridgecrest spoke with our customer concerning her payments. She informed us that she was paying out of pocket for medical expenses and needed assistance with November’s payments. She inquired about having the pay frequency changed to monthly as this would help her maintain payments on her account. She also made us aware of the poor customer service experience she had with prior Bridgecrest representatives, to which we are exploring for any training opportunities and will handle internally. We offered to perform a two payment deferment for the payments in the month of November. Our customer expressed satisfaction with our offer of resolution.At this time, Bridgecrest is currently working with our customer to complete a two-payment deferment. Once the deferment completed, we will perform a frequency change to monthly.We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, Bridgecrest has applied a $25.00 credit towards our customer’s 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 [redacted].

[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.]

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. I an thankful that the organization is able to assist me in my time of hardship however, I noticed that no where in the letter did it state that I have never been late or missed a payment prior to this request.
Thank you again for your assistance!

Regards,