Bridgecrest

To

-0.2pt;">Who It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On November 5, 2015, our customer entered into a Closed Ended Motor Vehicle Lease with DriveTime when he leased a 2007 Chrysler PT Cruiser. While DriveTime originated the Lease and is the Lessor, Bridgecrest Credit Company is the servicer for the Lease. Along with the vehicle, came a Driver’s Seat Limited Warranty, administered by Aeverex, at no additional cost to our customer. Attached is the Closed Ended Motor Vehicle Lease (Contract) and Limited Warranty for your reference.   DriveTime does not compete on price, nor do we hide it. At the time of signing, DriveTime reviews each document with our customers and ensures they understand the information within. By signing these documents, they are asserting that they have read and fully understand the terms enclosed. We encourage our customers to thoroughly review all paperwork before signing the contract. In addition, we record all of our closings, and a centralized group typically reviews in excess of 1,000 closings each month to ensure adherence to our standards, including the disclosure of all terms and pricing.   At the time of lease, our customer agreed to make 36 monthly payments of $362.23, for a base periodic payment total of $13,040.28. This total consists of the agreed upon value of the vehicle at $8,507.00, and a rent charge of $5,766.80, minus the residual value of the vehicle at the end of the lease, $1,233.52. This information is outlined on page 1 of the Contract.   On November 2, 2016, our customer’s normal monthly payment was drafted from his debit card, as the account was set up for online-recurring automatic payment. Bridgecrest’s automatic payment options allow our customers to have their payments automatically withdrawn on specified dates in order to avoid late payments or fees. In order to cease this automatic withdrawal, it must be cancelled 48 hours prior to the next scheduled payment. On November 3, 2016, our customer logged into his online account and set up online-recurring automatic payments to be drafted from his checking account directly. Due to system error during set up, a second payment was drafted from our customer’s account on this same day.
 
On November 4, 2016, our customer reached out to Bridgecrest to notify of the double payment and asked to have one payment refunded to him. We asked our customer to send in running bank statements for our review.
 
On November 5, 2016, our customer contacted Bridgecrest to ensure that the bank statements were received and explain that he needed the funds returned immediately. We explained that we had not received them yet and apologized for the situation.
 
Per normal processes, when a payment is made in error, 10 days must pass before a payment refund is requested and processed. This ensures that the payment will not reverse and the funds are given to Bridgecrest.
 
At this time, Bridgecrest has made the exception to refund our customer the second payment of $362.23, before that 10-day period ends. According to the tracking information, the check was successfully delivered November 9, 2016.
 
The actions described in our customer's correspondence are 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 review the situation for any internal training opportunities or possible adjustments to policies and procedures.
 
We apologize for any inconvenience, confusion, or frustration this matter may have caused. Unfortunately, we are unable to accommodate our customers request to convert the lease vehicle to a finance vehicle, offer a payoff, or reduce the balance owed towards the lease. As a goodwill gesture, a $50.00 gift card was sent to our customer and confirmed as received on November 8, 2016.
 
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, Jessica H.
Customer Relations

This company has the worse customer service I have ever experienced!!!! They care nothing about their customers livelihoods or well being. I will post on every website I possible can to stop anyone from wasting their money or time with a company who cares nothing about the people keeping them employed.

Please see the attached PDF for our full response.
On September 13, 2016, we spoke with our customer to address the concerns in her complaint. We advised that for Bridgecrest to administer an investigation we would need a police report or a report from any government law enforcement agency. In addition, we also require a theft affidavit signed and notarized and legible copies of her driver’s license and social security card. Our customer stated she would provide the requested documentation; however, prior to providing direct contact information for our customer to forward, she abruptly terminated our correspondence. To this date, Bridgecrest has not received any of the aforementioned documentation, nor have we received a police report, a direct report or correspondence from the FBI or any other government law enforcement agency. Should our customer wish to provide us with the required documentation, she can fax the documents to our Customer Relations department at ###-###-####. Alternatively, she may also email us at [redacted]
 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

August 29, 2016   Revdex.com Ph. ###-###-#### Fax ###-###-####   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 concern.   On August 29, 2016, we spoke with our customer to discuss her concerns, and to make sure we were in agreement.   We advised our customer that our intention is to waive the late fees on the account ($35.00 as of August 27, 2016) due to the confusion caused by the failed attempts to modify her account. We explained that, although the late fees had been incurred prior to the first attempt to modify the account, we agreed that the process had been extended unnecessarily. As a gesture of goodwill, we will be crediting our customer’s account $35.00 once the modification has completed. This is expected to occur no later than September 2, 2016.   Our customer provided further information regarding what she characterized as disrespectful treatment on the part of our employees. I assured our customer that we will review the relevant calls to determine if any internal action is warranted.   As a further gesture of goodwill, we will be sending a $25.00 to the mailing address provided by our customer.   Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us at ###-###-####.   Thank you,   Jeremy N. Customer Relations
FULL RESPONSE ATTACHED

Horrible company. Charges customers obscene amounts of interest on vehicles. Dont care about a individual like myself who is a victim of identity theft and a military service member. Who charges 12 bucks a day? A day, if it wasnt for my Identity Theft issue I would never be paying this company NOTHING. First chance I get I will get away. I am seeking a lawyer now for unfair practices to get a person in a car. Thank you.

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s...

concerns.
On July 27, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Nissan Versa. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest). Our customer purchased the 5-year/50,000-mile Vehicle Service Contract. Attached you will find the Simple Interest Retail Installment Contract and the Vehicle Service Contract for your reference.
In April 2016, DriveTime received a private letter ruling from the state of Indiana, which concluded that our Vehicle Service Contract product is not subject to Indiana sales tax. As a result of this, this account received a refund for the sales tax charged at the time of sale and applied towards the principal balance only. All payments made on or after the sales date and before April 2016, were reversed and reapplied to the account.
On June 3, 2016, our customer contacted us concerning the payments on the account. We informed her that the down payment was reversed and reapplied as a “normal payment” on her account. We advised her to continue to make her regularly scheduled payments since the down payment was technically satisfied.
As of June 14, 2016 our customer currently owes $681.26 for $616.26 in past due payments, $60.00 in in-sufficient funds fees, and $5.00 in a late fee.
Full response provided to the Revdex.com

Billing Issues:

I switched bank accounts and notified them prior til payment being due. The did not update my information so I had to make a late payment. I then gave them my updated auto payment information and told them I need to switch to monthly instead of bi-weekly with a 6 week notice and the wanted me to make 3 payments for the following month instead of one. They will call me and never leave a message. If I don't know the number and no message I figure its not important. I called them back to rectify payment issues and nothing has been. I will never work with this company again. There customer service with billing issues is horrible. Ever since Drive Time switch finance companies I've had problems..

In October 2014, Bridgecrest temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner Bridgecrest reports to the credit bureaus. We have...

completed the necessary updates with [redacted] and [redacted], and they have uploaded our customers’ account information for public viewing. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity, and that is why [redacted]e has made the effort to complete these system enhancements. After extensive review, we determined that there were serious questions about the ability to report bankruptcy accounts accurately. As a result, when one, or both, parties on the loan file for bankruptcy, Bridgecrest ceases reporting the trade line to all three (3) major credit bureaus. On October 24, 2014, after purchasing a vehicle with [redacted]e, our customer filed for Chapter 7 bankruptcy. This bankruptcy was discharged on February 11, 2015. On April 22, 2016, our customer contacted Bridgecrest with concerns about his account not presently reporting to the three (3) major credit agencies. We advised that since his bankruptcy occurred after he purchased the vehicle; currently, Bridgecrest would be unable to report his trade-line. On May 18, 2016, [redacted]e contacted our customer regarding the concerns stated in his complaint. We advised our customer we are required to report all credit fluctuations accurately. Since our customer’s bankruptcy occurred after the purchase of the vehicle, Bridgecrest has the inability to verify the accuracy of the post-bankruptcy credit report. At this time, we are unable to accommodate our customer’s request for reinstatement of his trade-line. We came to an understanding, and concluded our correspondence on amicable terms.

I had bad credit and was able to lease a car thru bridgecrest they told me it would help my credit well as year later I find out that's not true they don't even report it to a credit bureau I have a year left on the car I found out that Kelly blue book price for this car is 250.00 I owe 9000 they are a total rip off I would not recommend this company to anyone I want out of my lease with out being held accountable for the remainder balance.they have horrible Customer service I had the car only a couple of months when I broke down on the highway lucky that was covered under warranty when it was time for inspection it was 600 dollars for repairs that should have been done before hand that's more than its worth

July 29, 2016

face="Times New Roman" size="3">  
Revdex.com
Ph. (602) 212-2232
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 February 4, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2014 Hyundai Elantra. The contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached you will find the Simple Interest Retail Installment Contract, for your reference.
 
At the time of sale, our customer agreed to make 145 bi-weekly payments of $220.97 and one (1) final payment of $219.65 with an Annual Percentage Rate of 22.613%, beginning February 20, 2016.  
 
We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity to the three Major Credit Reporting bureaus.
 
On May 28, 2016, our customer contacted Bridgecrest and indicated that her payment history was not being reported accurately to the credit bureaus.  Bridgecrest advised her that we would submit a request and look into her concerns.
 
On June 1, 2016, Bridgecrest confirmed that our customer’s trade line and payment history was reporting accurately.
 
On July 6, 2016, our customer contacted Bridgecrest and indicated concerns with her trade line and payment history not being reported to the three Major Credit Reporting bureaus. We advised our customer that updates are sent to the Credit bureaus once a month and we have previously confirmed that her trade line and payment history were up to date. Our customer was not satisfied with Bridgecrest’s response.
 
Continued... (Full version provided to the Revdex.com)
Tell us why here...

Please see the attached PDF for the full response.
 
On July 6, 2016, at 32 days past due, our customer contacted Bridgecrest in regard to the status of his...

account. He stated that his financial hardship had ended and would now be able to make his scheduled payments; however, he wished for Bridgecrest to assist him in bringing his account back to current status. To assist our customer, Bridgecrest offered a loan modification for 3 payment deferments. Additionally, our customer was advised that his next scheduled periodic bi-weekly payment would be on July 16, 2016. Our customer stated he would be able to settle his payment on the aforementioned date. At this time, our customer was approved for the loan modification, the documentation to finalize the contractual adjustment was processed and sent to our customer by way of email.   Upon completion of the loan modification documents, Bridgecrest verifies the information provided, to ensure that our customer’s signature matches their contract at the time of sale. Should the signatures not match, Bridgecrest will contact our customer to re-sign and re-submit the documents. Our customer’s signature did not match his contract at the time of sale, therefore, he was advised that he would n**d to sign and resend the documentation.   On July 18, 2016, our customer contacted Bridgecrest regarding the status of his account. We advised that we had received his modification documents; however, an additional scheduled payment on July 16, 2016, had come due. As a loan modification cannot be completed while a balance is owed, we were unable to process the 3 deferments. Likewise, we encouraged our customer to settle his payment; this would allow for Bridgecrest to finalize his loan modification.

I make the payment that it is due by after I make that payment they say I have to pay the following months payment 2 weeks before its due. The phone harassment is out of control they call atleast 10-15 times a day its out of control they are rude people the company is on the third name since I have been with them they keep changing names to keep a good rating. And they also send atleast 10 emails aday harassing me about a payment that is not even due PLEASE HELP ME WITH THIS THERE DRIVING ME UP A WALL. I NEED SOMEONE TO PUT PEOPLE IN CHECK.

I purchased a vehicle from DriveTime 7/1/2016. I put the vehicle on a lawaway plan and my down payment was $1800.00. The representative told me its best to do autopay for the vehicle. I was reluctant but I did it before I left the dealership. My first payment was 7/15/2016 for $230.00. That payment came out of my bank account. The next payment was 7/29/2016. I looked on my phones mobile app and saw that was taken out as well. The next payment was 8/12/2016. I was under the impression it was taken out as well. I was having some issues with my bank and explained that Bridgecrest is one of the transactions that must be approved and come out. I had some claims out already with my bank.Well, my bank declined both payments without my knowledge. On 8/16/2016, I am awakened to my truck being repossessed. The driver tells me on communication issues. When I logged into the Bridgecrest account I saw where the payments didnt post. So I went on and paid the 2 payments that were due. When Bridgecrest opened I called and explained it was a mishap on my banks part. I was told its too late and I will not be getting my truck back because of lack of communication. They claimed to have called me 18 times and left messages. I told them it would have been impossible to leave me a message because I switched cell phone providers and hadnt set my voicemail up. I am a letter mail carrier and I do not carry my cell phone with me while I walk on my route because the dogs are very bad on my route. This was explained to them. I get alot of calls from telemarketers. I was still told I wasnt getting my vehicle. Please help. I have 3 children and im a govt employee. The error was not mine. I will make sure I tell my customers to stay away from DriveTime and Bridgecrest.

This is the worst company I have ever dealt with. They do not make notes in there system even after requesting that they do so. They call the next day if the money is not showing up in there system. The people are rude and have a lack of respect for me. Their banking system goes through western union and causes cash payments to be delayed as well as their online processing when paying by bank account numbers. I refuse to pay by debit only because the processing fee is high. The bank withdraw is cheaper yet the collector will only view one report that is usually the debit card transaction. Once we tell them to check all avenues they don't apologize they just say I see it right here. Worst collections department I have dealt with in my entire life. Never again will I cosign for someone ever again if it goes through Bridgecrest or DriveTime.

I do not accept this response from Bridgecrest, the last three payments that I made to Bridgecrest went towards a down payment that was already applied in 2015 so if you had to reapply all my payments.  You had me make 2 down payments it should have been a reapplied to my normal payment and not a down payment. If all of my payment was reversed and reapplied what happened to the payments that I made for more than my car note? They would have been applied to the next car payment which did not happen so please explain to me why my extra payments were not applied. right if you had to reverse them and reapply them my car payment is only  $205 a month so what happened to the payments I made for $400 $390 $600 all of these are more than what I should have paid so they should have been adjusted if you reapplied them.

On January 29, 2016, our customer made a payment of $600.00. At that time, the account was delinquent for $707.78 at 54 days past due with an upcoming regularly scheduled payment due on January 30, 2016.
 
On April 6, 2016, our customer made a payment of $400.00. At that time, the account was delinquent for $1,134.38 at 81 days past due with an upcoming regularly scheduled payment due on April 9, 2016.
 
We were unable to locate any transactions in the amount of $390.00.
 
Our customer’s account is currently reflecting 46 days past due for the amount of $1,528.48. This amount includes the amount past due ($821.68), insufficient funds fees ($60), late fees ($10), and the remaining balance of the down payment ($636.80). Our customer’s account is showing as such because when we applied the sales tax refund, it reversed and reapplied all payments. We understood this is a technical issue with our program. However, once our customer satisfies the remaining down payment balance, the program will correct itself and apply these payments towards the past due balance.
 
We are currently attempting to reach our customer and will continue our efforts until we do so.

[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,

Please see the attached PDF for the full response.
 
On October 17, 2016, we contacted our customer to address the concerns in her complaint. Although our customer is outside of the 60 days, we advised that given we...

had not previously applied her payment as requested we would make an exception and provide her the option to utilize our Interest Rate Buy Down Program. Should she wish to take advantage of our offer, she would be required to make a $600.00 payment. Upon receiving her payment, we will reallocate her initial $600.00 towards the Interest Rate Buy Down Program subsequently lowering her interest rate and payments. As previously stated, since the initial payment was not allocated to the program, if we reallocate it as of that time this will  cause our customer’s loan to fall into a default status for that period of time. Bridgecrest strives to ensure our customers’ success with their loan. Intentionally causing hardships to our customers is not in accordance with our policy, procedures, and applicable laws. Our customer stated she would be unable to accept our offer, and we ended correspondence.
 
On October 18, 2016, Bridgecrest re-sent a check in the amount of $75.00 to our customer’s address on file.
 
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 800-965-8043.
 
Sincerely,
 
Brodie H.
Customer Relations

I have repeatedly asked for the breakdown on how the refunds are determined.  Documentation does not show states of Delaware of Pennsylvania as charging "Cancellation Fees".  As I stated previously, I pay the contract in good faith and not getting satisfactory refunds in return.  Still due $100 for cancellation fees.  And as far as that GAP policy it should have been automatic when I paid the loan since I am not the title holder and no bank is involved.