Bridgecrest

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

Please see the attached PDF for full response.
 
October 14, 2016
 
Revdex.com
Ph. [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 11, 2016, our customer contacted Bridgecrest to discuss her concerns further. She stated that Aeverex had reimbursed her $51.93 per the terms of the Vehicle Service Contract. However, she stated that the amount reimbursed did not meet her expectations since she paid a total of $463.61 in rental and tow fees. We encouraged her to provide us with copies of her expense receipts for review and the option for possible reimbursement. That same day, Bridgecrest received her receipts.
 
On October 12, 2016, we contacted our customer to re-address the concerns in her complaint. We advised that we would make an exception and reimburse four days at $19.54 per day as written on her receipt. In addition, we offered to reimburse four days at $25.99 per day, equivalent to the terms of her vehicle service contract. Our customer agreed, and we ended correspondence on amicable terms.
 
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

I have sent all documents and I have the confirmation pages from certified mail and fax. I have supplied an affidavit pertaining to identity theft that has been notarized. I have ever also supplied my identifying documents, a copy of the report filed with the FBI.  Apply whatever credit you like since it is not my account!  Also, the only phone calls I receive is when I am at work and unable to answer. When I have tried to return the call, I am told that the individual is not in the office and/or it is "after office hours".

June 6, 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 June 24, 2015, our customer entered into a Return Anytime Lease Contract with DriveTime when she leased a 2010 Chevrolet HHR. 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 July 7, 2015, our customer contacted DriveTime to advise that she had been involved in an accident. Our customer provided our representative with a claim number and advised that they would update DriveTime when they had more information. On July 18, 2015, our customer’s insurance company contacted DriveTime to advise that the vehicle was a total loss. On July 30, 2015, DriveTime and our customer’s insurance company completed the total loss process. On August 1, 2015, DriveTime placed our customer in a new vehicle. On August 3, 2015, our customer called to state that a payment had been drafted from her account for $406.94 for the previous vehicle. Our customer requested that this payment be refunded, as she no longer had the vehicle. DriveTime has confirmed our customer has received the payment refund. Between August 13, 2015 and June 3, 2016, our customer had inquired with multiple representatives about receiving reimbursement for overdraft charges assessed through TD Bank totaling $175.00. Our customer had been instructed to send in a running bank statement showing the Bridgecrest transaction as well as any related overdraft charges. On September 14, 2015, our customer sent in a signed letter from TD Bank stating overdraft transactions had occurred. Bridgecrest was unable to accept this letter since it did not include a running balance. (FULL VERSION ATTATCHED)

Bridgecrest/Drive Time is a SCAM! I have a 2006 Stratus that we have paid over $22,000 for and started back in 2010. Its now 2016, and they still say I have a balance of over $5000! How can a company rob people and get away with it? They asked for the balance last week, told them I am not paying anymore on it and asked where vehicle was, threatened for 4 days that they were on way to get it. Now, a week later and they say its out for repo but nobody wants the job. I have called and aggrevated them to death to show them how it feels. Already got another car and that piece of crap still in driveway

(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

Past few weeks we've made our payments online because it's free. Over the phone payment is almost 4$. Anyways my husband and I got a car there in March right. Not only did the transmission have a recall from Ford we didn't have the car for less than 3 days and than it was in the Ford dealership for 2 weeks . 2 weeks. We called drive time and told them and they couldn't do anything about it. Yet it was still under the warranty. Wouldn't waive our first payment even tho it was in the shop for 2-3 weeks . Back to the payments. We made payments the last 2 times . I the first time we got a text and email stating they received the payment and thank you. Yet our account got a reversal payment and our account ( bank account was over drafted.) I thought maybe I calculated things wrong. So second time we did the online banking again cause it's free. This time I made sure we had 8$ left in the account after the time of transactions. . Once again it said thank you for your transaction we have received your money. I checked my bank account a couple days later and it was over drafted. Once again and they had made a payment reversal even tho I had money in my account. Which btw also put me in the negative. Even have the bank statement to prove we had the funds. Than they harassed my husband about it . Finally he put me on the bill with him so I can handle it before he can't deal with it nomore. .

The representative named love made an agreement with me about making the regular payment and then each week paying a little extra to get caught up so we dont lose the car. My husband works and goes to school and we have children so we can't afford to lose it. Anyways they harassed us just this past weekend. Told us we needed to make the payment by card ( even tho I couldn't afford the extra 4$) . She was rude and inconsiderate and a total wench. .

It's not my fault you guys have been taking my payments and than reversing it for what reasons idk. If you guys looked at my account you'd see that up until the last 3 weeks wed been paying on time or close to it. Never miss a payment

If we have to weve called you and explained. Doing it online may be free but it is a scam

They will pretty much reverse your payment. . I even recalculate everything that statement to make sure I didn't over calculate something in the account. My husband even looked it over snd nothing was wrong. Should of had 8$ left in the account yet we were over drawn my 35$. Than expected us to pay again even after I never got my full amount of money back.. one last thing when we went and got our car they told my heart it was 1000 to put down. After he filled out paperwork they than upped it to 1500$.... because he was a previous customer. Yet they couldn't tell him before that??? Ridiculous. Never will I recommend this place. Only reason we used it was because we were desperate at the time. And now it's a hassle. Noone will touch our car because it's 25% equity . Our car was sold at an auction for 7grand yet with this company were gonna be paying 30000 for a car not worth it. What a rip off

October 20, 2016

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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 March 26, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2004 Chrysler Pacifica. 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.
We determined after review that we had inadvertently deleted reporting on our customer’s account. On April 11, 2016, DriveTime spoke with our customer and discussed her previous Revdex.com complaint ([redacted]). We agreed to resend reporting to one of the credit bureaus, [redacted]. That same day, DriveTime resent the reporting tape and informed our customer that it may take between 60-90 days to reflect with [redacted].
On October 18, 2016, DriveTime spoke with our customer to address her current concerns. We explained that we would look into the reporting with [redacted] to see why the reporting is still not showing. We informed her that the reporting was sent to [redacted] in April as we informed her.
(Full Response provided to the Revdex.com)

[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,

They set up auto draft on my account before I left the dealer. My first 3 payments they charged me an additional fee for lack of funds in my account but my account had more than enough money to cover the draft. I spoke to a manager and all they did was demand I pay the fees. So I did and I changed banks because they said it was the banks fault. Then guess what it kept happening. So now I pay them from a green dot card. They call every day and wake up my 4 month old even though my account is current just to see how things are going. Really? I will never use this Jew company again. They jew you out of your money and take advantage of people with low credit.

I called to set up a payment arrangement which I have done more than enough times with this business. Up until today I have never had an issue. I spoke with an agent who was completely unprofessional as if she's never had a proper training on how to speak on the phone. Marla proceeded to ask me over and over again my name and social, never stating it was hard to hear me or we had a bad connection. When I repeated my name for the 4th time she stated that's not what it sounds like you said with an attitude. I asked her to allow me to speak to her manager she being raising her voicing at me telling me to.."ma'am! I need to transfer you!" Repeatedly. I wait another 5-8 minutes on hold only to get Keisha who was a level worse than Marla she asks me about the issue, I tell her I know how call centers work the agent was rude for no reason and to have the call reviewed. Keisha tells me "ma'am we'll review the call at your request and let you speak with the agent..." I asked her what was the point of me doing that. Well apparently I was out of line for asking that. Keisha raises her voice repeating the same thing again. I was in complete shock. I asked for someone above her. Keisha just said no problem with an attitude and placed me on hold again. I have NEVER experienced such unprofessional service for a company I am trying to make arrangements with and get assistance. The level of disrespect is unnecessary considering I was only calling in for something that takes less than 10 minutes but turned into a 23 minute yelling match and for the department I actually need to be closed for the holiday. I highly doubt that any resolve will come from this because apparently with this business it doesn't matter how you speak to people. That's evident with Keisha the "supervisor."

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

The reason that I have late fees is no fault of mine but of the Bridgecrest employees. When I put in the request for monthly payments I spoke to Robert O[redacted], SR. Manager who approved my request. He asked me to make a payment but did not inform me that the payment would affect my modification. Because of the miscommunication from him my modification was denied. Then I spoke to a CSR Courtney G[redacted] who informed me that she would be sending the new forms because it was done incorrectly. The papers were not sent until two days later and they asked me to have them in by 1 p.m. I work overnight and was sleep during the day when she sent this email so the papers werent sent in time. I spoke to another supervisor who said they did not give me enough time to get the paperwork in so he had me speak to CSR, Chad who sent paperwork again. When I got it the date was incorrect which still hasn't been fixed even though Chad called me a week ago saying that he will do Sept 5th, 2016 as my first payment. If the modification was done correctly the first time I requested it I would not have had to pay $5 late fees. The remarks are on my account. This has been a tiring ordeal and I have done everything that the Bridgecrest company  asked me to do. But the Bridgecrest company has not helped me or informed of correct protocol for modification. I dont know their  job and their negligence has caused me to be penalized for something that I had no control over. Incorrect information was given to me had my modification denied. So I'm trying to figure out why am I held responsible for late fees that wouldn't have occurred if Bridgecrest employees from the Sr managers to the CSR would have known how to do their job correctly. I only did what they asked me to do now I have to pay $30 which I don't believe I should have to pay because of their negligence. If someone will go back and look at the comments on my account they will see that I should not be held responsible for this situation.

[redacted]

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,

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

To Whom It May Concern: Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.  Bridgecrest has put in place set standards of service and support to ensure our customer’sreceive quality interactions with all Bridgecrest representative. We strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. We will thoroughly investigate our customer’s specific concerns and take appropriate action to ensure Bridgecrest policies and procedures are followed by our loan-servicing department, if needed. Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or comments, please contact our Customer Relations Department at [redacted]. Thank you, Jeremy R. Customer Relations

I bought a car from Drive time in July 2015. Worst experience ever. Not to mention ended up with a piece of crap that would cost me 35,000 in the end. Never missed a payment for a entire year. I was so deep in the hole I decided to give the car back August 2016. I was still current on my payment but I went in and told them they could have their car and their ridiculous interest. I got a car elsewhere with less interest and shorter loan terms. Now I'm past due on my account on a car I returned to you. It is wrong how you take advantage of people who have credit issues. Everyone's situation is different but with your company everyone who gets a car from there has to be from the bottom of the barrel. Sad but it is what it is I would recommend no one to you.

DO NOT have tis company service your car loan or sell you a vehicle, they're VERY UNPROFESSIONAL and UNETHICAL and also very UNORGANIZED, not to mention engaging illegal business practices. I have a vehicle that I financed from GO FINANCIAL, which has sold my loan to BRIDGECREST loan servicing. Listen to this, I have been trying to get my vehicle registered and inspected for 3 months now. I legally can not! WHY??? Because according to the Department of Motor Vehicles, BRIDGECREST has my vehicle titled and registered in a TOTALLY DIFFERENT STATE under another person's name. THIS MEANS, I have a car that I've been paying for that can't be driven on the road legally!! Due to no fault of my own. I've been calling about this for weeks and weeks now, they are total bullstters, they claim that they're sending out a check to my local notary so thay the proper paperwork can be filed so that I can legally drive my vehicle that I have a car note on but it never happens. They avoid my phone calls but still demand payment for a car that they didn't make legally drivable. I have my lawyer on standby, this is upsurd. STAY CLEAR of these guys, period!!!

[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,

Bought a car from Drivetime and now they changed there name. However, the car has been in the shop for three out of six months that I have had it. I paid for the repairs and they say that they will push my payments back to cover the cost of repairs. I keep getting calls everyday about a car payment and I keep telling them please read the notes. They say that the billing department can not see the notes that customer service puts in which keeps them calling me.