Bridgecrest

I had the worst experience today dealing with bridgecreast. My car was repossed today due to insurance information. I spoke with a customer service Representative on the week before and she advised me what needed to be done . she advised me to email my insurance information over to them. She never stated my documents needed to go to a certain email. I emailed in my documents and also received a email from customer service verifying they were received and they just needed the last four digits of VIN number to apply to my account. I thought everything was fine only to wake up and see my car was gone. I called in and was told I sent to wrong department so it was a valid repo. If I was giving the correct information in the first place I would not be in this situation. Now I had pay money I never expected pay to get my car back. I feel they should have been more understanding. I sent them proof the information was sent Friday. I will never recommend anyone go through them. My car will be Paid off in a couple of months and I will never have to deal with this company again.

[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,

August 3, 2016
 
Jasmine Hill
Revdex.com
Ph. ###-###-####
Fax ###-###-#### 
 
Re: Consumer Complaint No. [redacted]
 
Dear Ms. Hill,
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
 
When our customers opt to cancel their Vehicle Service Contract (VSC), administered by Aeverex, the refund amount is dependent on the date of cancellation and mileage on the vehicle at time of cancellation. If our customer’s VSC has not expired by time or mileage, the refund owed to our customers is prorated. Aeverex will deduct from the total cost of the VSC for every mile driven since time of sale. In addition, Aeverex will deduct any cancellations fees, as applicable. Any remaining refund will be applied towards our customer’s principal balance. If the loan has been paid in full, DriveTime will send our customer a refund check to their address on file.
 
Similarly, when our customers opt to cancel their GAP coverage, the refund amount is prorated at time of cancellation.
 
We apologize for any confusion or inconvenience this matter may have caused. If our customer has any additional questions or concerns, we encourage her to contact our Customer Relations department for further assistance.
 
Bridgecrest thanks the Revdex.com for their ongoing support and allowing Bridgecrest the opportunity to address our customer’s concerns. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
 
Sincerely,
Diana C.
Customer Relations

August 27, 2016Revdex.comPh. (602) 264-5299Fax (602) 263-0997Re: Complaint #[redacted]To Whom It May Concern:Thank you for bringing this matter to our attention. We appreciate the opportunity toaddress our customer’s concern.On August...

22, 2015, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2009 Ford Fusion from DriveTime. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.Our customer’s account was initially set up for 140 bi-weekly payments of $198.50, and one final payment of $197.19, as noted on the attached Federal Truth in Lending Disclosures.Bridgecrest assesses a $5.00 late fee once accounts go over 15 days past due. In ourcustomer’s case, the most recent late fee was assessed on June 3, 2016.Our customer began making approximate monthly payments on May 3, 2016, but did not request a frequency change to a monthly payment schedule until June 15, 2016. The initial request was submitted on June 23, 2016. In other words, all late fees assessed on the account were assessed prior to the submission of a frequency change request.The June 23, 2016, frequency change request was denied because a payment posted while the modification was processing. This alters the dates that the modification is based on, and renders it invalid.On July 13, 2016, another request was submitted. This one was denied as the documents were signed after the effective date. This appears to have been a Bridgecrest error, as the request was submitted with the same effective date as the submission date of July 13,2016. The documents were not send to our customer for signing until July 15, 2016.

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.   The actions described in our customer’s correspondence are clearly not in keeping with Bridgecrest’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 sincerely apologize if he feels he did not receive a pleasant experience. We will be reviewing the comments stated by our customer for any internal action we feel is necessary.   We extended an offer for a new loan modification for 4 payment deferments. Furthermore, we advised that our customer’s next scheduled payment was July 30, 2016. The documents n**ded to be signed and submitted prior to that date to complete the loan modification. Since our customer was unable to complete the loan modification by the above mentioned date, we will be unable to accommodate additional deferments and all further payments will n**d to be settled before we are able to complete the current loan modification.   To complete this process, we encourage our customer to contact our Customer Relations Department at ###-###-####. We apologize for any confusion or inconvenience 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 ###-###-####.   Sincerely,   Brodie H. Customer Relations

[redacted]

Review the call. 

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,

I work 12 hours a day. I'm not allowed to receive calls on my job. Iwas told I have a five day grace period to make my payment but the harrassments start on day one! But, the beat part is the fact they actually called my boss today thinking it was my place of employment! I have never been more embarrassed. My boss just so happens to be my daughter's fiance! I can tell you that I have called them when I get off work only to be spoken to by very hateful people! I would never advise that anyone do business with this company or Drive time because its nothing but trouble and very unprofessional!

In my genuine opinion and personal experience, If you can avoid this place by getting a cash car, walk, or hitching a ride, please by all means do. Simple and plain, they provide poor high mileage cars, w/ high interest rates. When I say poor I mean poor. Vehicle overall price is absurdly high BC they roll in a terrible warranty to justify the car price. However, the warrant doesn't get you anywhere if the car keeps breaking down. Trust me. Save your time and money and shop elsewhere. They harass you for payment 1 day after the due date. They don't care why you are late. They don't even care if the car keep breaking. In the end, they make more money by allowing the car to break, and by you sending it to their partnered warranty department ([redacted]), and eventually you'll probably let it go BC of this which would be a repossession, then they'll do the bare minimum and place the car back on their funky lot for sale to another dummy. Again, save your time and money.

(Please see attached for full response)
According to Page 4 of the Contract, in the section

New Roman", serif;"> labeled “Default”, it states:
 
You will be in default if any of the following occurs (except as may be prohibited by law):
1. You fail to make any payment due under this Contract in full, including any down payment, in full when such payment is due…
8. The Vehicle is lost, damaged beyond repair, or destroyed or any other event occurs that causes us to believe that our prospects for payment or realization upon the Vehicle are impaired.
 
If you are in default…we may take back (repossess) the Vehicle.
 
On October 19, 2016, at 36 days past due, the vehicle was successfully recovered. Our customer reached out to Bridgecrest. We allowed our customer to redeem the vehicle. We further explained the negative impacts if the account were to become delinquent in the future. Our customer accepted the redemption offered and the payments were made.
 
On October 24, 2016, we successfully made contact with our customer. Our customer expressed her frustrations about the vehicle being recovered so soon. We apologized and explained first payment default. Our customer confirmed that the vehicle was back in her possession and the call was ended on amicable terms.
 
We apologize for any frustration or inconvenience this matter may have caused. As a gesture of goodwill, we have applied a $25.00 credit 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,
 
Jessica H.
Customer Relations

Please see the attached PDF for the full response.
On September 6, 2016, Bridgecrest received a copy of our customer’s driver’s license, social security card,...

and the signature page of the ID theft affidavit. As the copy of the social security card and driver’s license were illegible and the theft affidavit was incomplete, Bridgecrest was unable to initiate an investigation.   Bridgecrest has made several unsuccessful attempts to contact our customer and further address her concerns. Attempts to reach her have been unsuccessful but will continue in an attempt to reach an amicable resolution.  On September 9, 2016, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her.   We would like the opportunity to help our customer, but we need completed, verifiable information. We request that our customer file a police report and provide Bridgecrest/DriveTime with the entirety of the police report to ensure that we can work cohesively with the police department to resolve this matter. We also require the full theft affidavit signed and notarized with legible copies of her driver’s license and social security card. To this date, Bridgecrest/DriveTime has not received a police report nor completed identity theft documentation.   We apologize for any confusion or convenience 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 ###-###-####.   Sincerely, Brodie H. Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to

address our customer’s concerns.

After the time of sale, all DriveTime contracts have been subsequently assigned to DT

Acceptance Corporation for loan servicing. This company is now known as

Bridgecrest...

Acceptance Corporation (Bridgecrest).

Based on the information provided in our customer’s correspondence, we were

unable to locate her account and investigate her concerns. We encourage our

customer to contact Customer Relations at [redacted] so we can further address

the matter.

Bridgecrest strives to make each customer’s experience both rewarding and pleasant,

while ensuring that every customer is treated with the utmost respect. Bridgecrest’s

loan-servicing department is designed to work with our customers, as well as make

efforts to cure account delinquency.

When a customer trades a vehicle in to a third-party dealership, there may be a period

in which the vehicle has been traded in, but our customer’s Bridgecrest loan has not

yet been paid off. In these situations, our customer is responsible for their Bridgecrest

loan until the payoff check has been applied to their account. Once Bridgecrest has

received the payoff check from the third-party dealership, it will be backdated to the

date of trade-in, and any necessary refunds will be issued to our customer. However,

if the account falls past due before the payoff check comes through, our customer may

receive calls from loan advisors about their delinquency balance.

We have attempted to contact our customer to obtain more information about her

situation, but we have been unable to reach her. We will continue our efforts to

communicate with our customer and bring resolution to her concerns.

We apologize for any inconvenience or confusion this matter may have caused. As a

goodwill gesture, we have mailed a $25.00 [redacted]s gift card to the address

provided.

We thank the Revdex.com for their continued support and for allowing us

to address our customer’s concerns. If you have any questions, please contact us at

I am highly upset with this company. At the time of payment they auto drafted my money and a few days later I was charged for insufficient funding, but I know I had the money. I called and they said check with my bank, so I did and they said they didn't even see a report of them trying to take the money. I called Bridgcrest back and they told me I would have to go to my bank and get a statement to prove my money was there. By the way, EVERYONE I was speaking to about this mistake was extremely rude. I went to my bank and together we faxed off all the proof they needed. I have yet to hear back from a supervisor and it has been a week. Called today n actuy had a employee argue with me over the phone about this issue. Horrible company.

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,

I have received approximately 3 text messages a couple or few weeks apart from a company named Bridgecrest, thanking me for my payment of $222.00. I have never heard of this company and had not sent them money. Of course a red flag went up. I phoned this company and began to ask questions. The rep didn't know what happened or how they got my address but assured me it would be taken care of. This was after the first time. But it has continued. I keep checking and thus far no money has been taken from my bank account and as I said, I sent them no money. I don't know what to do next. I am not a customer of theirs and have no recourse to correct this situation. They may be a great company but something went wrong somewhere and they need to own it.

(Please see attached PDF for full response)
Bridgecrest offers our customers the ability to access and manage their account online at www.bridgecrest.com. At...

this time, our system does not show that our customer has registered his account. We invite our customer to visit our website and do so at his convenience. Should there be any issues registering his account online, we invite him to contact Bridgecrest Customer Service at [redacted].
 
On November 10, 2016, we successfully made contact with our customer. Our customer relayed the entirety of his experience and that he was still unable to log in to his account.  We explained the above-mentioned information and confirmed that his Auto Pay was set up currently. The correspondence was then ended on amicable terms.
 
We sincerely apologize for any inconvenience or frustration this matter may have caused. As a goodwill gesture, we have applied a $25 credit towards our customer’s principal balance. Should our customer have any further questions, we encourage him to contact our Customer Relations department at (800) 965-8043.
 
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

On August 24, 2016, an in-network repair facility filed a claim with [redacted] for the HVAC compressor. Under the terms of the Vehicle Service Contract, the HVAC compressor is non-covered and therefore [redacted] was unable to administer the approval. Due to the third...

party inspection report indicating an alternate source had caused contamination and the sequential failure of the compressor; the manufacture opted to decline sending an additional unit. As the instillation of the compressor had not led to the contamination, the repair facility held no obligation to supply a replacement.   Upon communication with our customer, we would like to make a one-time exception and approve the repair/replacement of the HVAC compressor in full. The repair facility will utilize their resources to order the HVAC compressor from an alternative manufacturer. Should our customer wish to cancel the Vehicle Service Contract, we can assist her by facilitating the appropriate documentation. Any refunds would be at a pro-rated amount to be determined at the time of cancellation and applied toward her principal balance.   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 [redacted]
 
Please see the attached PDF for the full response.

THIS IS A SERIOUS SCAM!!! I cannot believe that this place is in business. I found out how much interest that my child was paying on her car and I flipped. She Called the customer service so that I CAN PAY OFF HER CAR LOAN, and I was told that they can only accept payments of 1,000.00 or less. What kind of sense does that make? They dont finance cars for only 1,000.00, so why would that be the max. that they can accept at one time? I know they just want more interest to build. So then I had to make 13 DIFFERENT TRANSACTIONS AND THEY CHARGE OVER 3 DOLLARS FOR EACH TRANSACTION.!!!!! WHAT!!??? Otherwise I had to send the payment in the mail to some place with a suite #. HUH? I refused to give them one more day to charge interest, so I GLADLY paid the $44. to get it done over the phone. If you need a vehicle (like my daughter did) PLEASE STAY AWAY FROM THIS PLACE. Take a bus for a while or even uber, but you will regret dealing with place. My daughter paid on her car for a year and only paid it down a thousand dollars. She even paid extra most months. That gives you an idea of how high her interest was. PLEASE WATCH OUT. DRIVE TIME PREYS ON PEOPLE WHO NEED A VEHICLE. If at all possible please wait. you will be glad you did.

I tell anyone who mentions needing a car, to stay away from this place AND drive time.

I was told while purchasing and after purchasing their temporary insurance that I will be receiving a refunded check as long as I purchased my own insurance within a 7day period. So rushing to do so in order to help pay to register my car I did exactly as I was told and never received a check. Instead they TOOK my money and applied it to principle when I was told by the dealership and by their own operator I would be receiving a check. Had I known it was going to be applied to a principle I would have kept the temporary insurance and registered my car and gotten insurance when the time came. So this company is giving out false information and doing whatever they want with your money as well as making you feel cheated and bamboozled as if you would lie and make things up. I wish I would never have gone into business with this company as they are not a company who does not care about their customers or keeping their word.

I spoke with Brodie H[redacted] with DriveTime customer relations on July 21 and I expressed my frustrations with how I never received a call from regarding that my documentation was received and I was the one calling to make sure they documentation was received by Fax, or via email to Angela Grim and Barbara L**. I also expressed to him that it was difficult to get a supervisor on the phone after asking for one each time I called.
 
Mr. H[redacted] apologized for the miscommunication with Brigdecrest reps and he was able to assist me with my loan modification.  He also contacted me to let me know he received my documentation. I appreciate his assistance.
With that said, Bridgecrest as a company still n**d to work on their customer service and communication skills, especially with dealing documentation. Hopefully, I will never have to speak to another rep nor will I ever do business with Bridgecrest after my loan is paid.

Please see the attached PDF for the full response.
 
On May 23, 2016, our customer sent a payoff check in the amount of $17,673.69 to satisfy her loan.

justify;">  If our customers wish to cancel their Vehicle Service Contract or GAP Addendum they can do so at any time by contacting Bridgecrest or the service provider Aeverex. Our customers are required to sign and submit cancellation documents for each service they wish to cancel. If the documents are received by Bridgecrest, we will subsequently forward them to Aeverex. Once received by Aeverex, on the 18th of each month the cancellation is processed and a refund is generated, if applicable, at a pro-rated amount. Should Aeverex receive the documents post the 18th, then the cancellation and refund will not be processed until the following month.   Additionally, on page two of the Vehicle Service Contract under section “Definitions” it is stated:   “Refund Period” means forty-five (45) days from the date of Administrator’s receipt of Your cancellation notice.”   On June 2, 2016, Aeverex received the cancellation documents for the Vehicle Service Contract. On June 21, the refund check was sent to our customer’s address on file.   On June 20, 2016, our customer contacted Bridgecrest in regard to the GAP Addendum. Bridgecrest provided our customer with the GAP Addendum cancellation form by way of email. Likewise, we advised she would need to sign and then submit the cancellation form to Aeverex. On June 21, Aeverex received the GAP Addendum cancellation form.   On July 22, 2016, we contacted our customer to address the concerns in her complaint. She was advised that we had been unable to process the GAP Addendum refund in June, due to Aeverex receiving the cancellation documents post the 18th. Additionally, on June 20, the refund check for the GAP Addendum of $414.77 had been mailed to the address on file. Our customer was pleased with the resolution, and we ended our correspondence on amicable terms.