Bridgecrest

On January 29, 2016, our customer made a payment of $At that time, the account was delinquent for $at days past due with an upcoming regularly scheduled payment due on January 30,
On April 6, 2016, our customer made a payment of $At that time, the account was delinquent for $1,at days past due with an upcoming regularly scheduled payment due on April 9,
We were unable to locate any transactions in the amount of $
Our customer’s account is currently reflecting days past due for the amount of $1,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 paymentsWe understood this is a technical issue with our programHowever, 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

Revdex.comPh###-###-####Fax ###-###-####Re: Complaint # ***To Who It May Concern:Thank you for bringing this matter to our attentionWe 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 Mercedes-Benz C ClassThevehicle came with a 30-day / 1,500-mile DriveCare Limited Warranty, administeredby ***Our customer opted to purchase an additional 5-year / 50,000-mileVehicle Service Contract, also administered by ***The Contract wassubsequently assigned to ** *** *** now known as ***Acceptance CorporationAttached 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 *** to express concerns with theengine flipping and transmission slipping*** 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 *** forthe transmission diagnostic feeThe repair facility was unable to find any failureswith the vehicle*** approved the diagnostic fee under the DriveCare LimitedWarranty.On June 4, 2014, our customer contacted *** to express concerns with a noisewhen turning*** encouraged her to have a diagnosis completed at an in-network repair facility.On September 4, 2014, our customer contacted *** to express concerns with anoise when turning*** encouraged her to have a diagnosis completed at an in-network repair facility.On January 12, 2016, our customer contacted A***x, inquiring about when the VSCexpires*** informed her that her VSC expired at 133,milesBy that time,our customer’s current odometer reading was 177,965; she has driven 94,milessince purchase.On June 30, 2016, our customer contacted *** in regards to possibleassistance with vehicle repairsShe asked if *** could credit to her accountthe cost of the VSC as she had no use for itThey informed her that that would not bean option; her Vehicle Service Contract had expired by mileage*** 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 vehicleShe asked if we could extend her VSC mileageWe advised herthat we are unable to extend any coverage since she has driven out of the VSCWeoffered 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 repairsWe informed her that we would reach out to the repair facility toobtain the estimateWe offered to review options of possible assistance once wereceive the estimateAt this time, DriveTime has not received the estimate from the in-network repairfacilityWe will continue to work with our customer until we reach an amicableresolution.We apologize for any inconvenience or confusion this matter may have causedAs agoodwill gesture, *** has applied a $credit to the account balance.*** thanks the Revdex.com for their ongoing support and allowing*** the opportunity to address our customer’s concernsShould you have anyquestions or concerns, please contact us by calling us at ###-###-####.Sincerely,Carlos S.Customer Relations

Billing Issues:
I switched bank accounts and notified them prior til payment being dueThe did not update my information so I had to make a late paymentI then gave them my updated auto payment information and told them I need to switch to monthly instead of bi-weekly with a week notice and the wanted me to make payments for the following month instead of oneThey will call me and never leave a messageIf I don't know the number and no message I figure its not importantI called them back to rectify payment issues and nothing has beenI will never work with this company againThere customer service with billing issues is horribleEver since Drive Time switch finance companies I've had problems

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 practicesI have a vehicle that I financed from GO FINANCIAL, which has sold my loan to BRIDGECREST loan servicingListen to this, I have been trying to get my vehicle registered and inspected for months nowI 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 nameTHIS 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 ownI'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 happensThey avoid my phone calls but still demand payment for a car that they didn't make legally drivableI have my lawyer on standby, this is upsurd STAY CLEAR of these guys, period!!!

Please see the attached PDF for our full responseAs this is a simple interest loan, interest still accrues during the deferment periodWe disclose that
to our customers prior to beginning the deferment processUpon review, should our customers not be eligible for payment deferments, then payment arrangements will be offeredBridgecrest 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 complaintAt 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 reviewedOur customer’s experience with Bridgecrest did not adhere to the set standards that we strive to provideWe sincerely apologize to our customer for the actions that transpired during her correspondence with BridgecrestBridgecrest strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectWe sincerely apologize if she feels she did not receive a pleasant experienceWe are taking necessary internal steps to address our customers experience
As a gesture of goodwill, Bridgecrest will credit our customer’s account $which will consist of two full payments and a partial payment of $We will continue attempts to contact our customer to reach an amicable resolution
Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling ***
Sincerely,
Brodie HCustomer Relations

Please see the attached PDF for our full responseAs this is a simple interest loan, interest still accrues during the deferment periodWe disclose that to our customers prior to beginning the deferment processUpon review, should our customers not be eligible for payment deferments, then payment arrangements will be offeredBridgecrest 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 complaintAt 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 reviewedOur customer’s experience with Bridgecrest did not adhere to the set standards that we strive to provideWe sincerely apologize to our customer for the actions that transpired during her correspondence with BridgecrestBridgecrest strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectWe sincerely apologize if she feels she did not receive a pleasant experienceWe are taking necessary internal steps to address our customers experience
As a gesture of goodwill, Bridgecrest will credit our customer’s account $which will consist of two full payments and a partial payment of $We will continue attempts to contact our customer to reach an amicable resolution
Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling ***
Sincerely,
Brodie HCustomer Relations

October 19, 2018

Bridgecrest Acceptance Corporation
7300 E Hampton Ave #101
Mesa, AZ 85209

RE: ACCOUNT # 103009099001
VEHICLE DESCRIPTION: 2006 Dodge Stratus SXT
VIN #1B3EL46X96N150887

To Whom It May Concern:

On March 28, 2008, Tiffany M. Rayside, the auto loan borrower, received the aforementioned vehicle from DriveTime and an auto loan from DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation, with the following conditions:

• Vehicle Sales Price: $13,633.35
• Annual Percentage Rate: 20%
• Finance Charge: $6,670.89
• Amount Financed: $13,771.02
• Total of Payments: $20,441.91
• Down Payment: $1,200.00
• Total Sale Price: $21,641.91

Terms of repayment:
• Number of Payments: 109 plus 1 Final Payment
• Amount of Each Payment: $185.84 Bi-Weekly Beginning April 12, 2008
• Amount of Final Payment: $185.35 on June 16, 2012

According the Borrower’s records, the last payment on this account was made in June of 2011 for the amount of $200.00. As throughout the entirety of her experience with this company, following this payment, the Borrower continued to be victimized by the overt policies and practices exhibited by the entity that was then, DriveTime Acceptance Corp. Such procedures included consistent, harassing phone calls to the Borrower’s home, mobile number, place of work, and all listed references on file. Despite the Borrower’s repeated requests for the company to cease their attempts to contact references and her place of employment, DriveTime Acceptance Corp. persisted. This blatant disregard for discretion ultimately resulted in loss of employment due to the excessive phone calls which violated the employer’s Code of Conduct. Upon becoming unemployed, the Borrower made multiple attempts to voluntarily surrender the vehicle to DriveTime Acceptance Corp., both verbally and in writing, between September 2011 and October 2014, due to an inability to continue paying the loan. At no time had DriveTime Acceptance Corp. made an attempt to work with the Borrower in overcoming this hardship, nor had DriveTime suggested a repossession procedure had commenced or was due to take place in the near future.

Additionally, though no vehicle repossession occurred, in early 2012, DriveTime Acceptance Corp. reported inaccurate and derogatory information to the three major credit bureaus which was reflected in two separate tradelines: (1) a repossession of the vehicle had been completed and (2) the loan had entered a ‘charged-off’ status for the amount of $16,033.21. Curiously, the constant phone calls demanding full payment of the loan balance finally ceased in the later part of 2014 – coincidentally, shortly after a settlement had been reached between the Consumer Financial Protection Bureau (CFPB) and DriveTime Auto Group. The two erroneous tradelines were subsequently removed from all three credit reports in February of 2015 after DriveTime Acceptance Corp. failed to respond to consumer-initiated disputes with each Credit Bureau. Please also note: the Borrower had not been provided with copy of her credit report, as per the CFPB’s consent order.

Bridgecrest Acceptance Corporation has recently advised, verbally, that the balance on this account stands at $6,100.35. This declared amount does not match the Borrower’s records. As such, the Borrower humbly requests Bridgecrest Acceptance Corporation promptly provide the following documentation:

(1) Copy of the complete Retail Purchase Agreement, signed by all participating parties;
(2) Copy of the complete Simple Interest Retail Installment Contract, signed by all participating parties; and
(3) Complete payment history, beginning April 12, 2008, as well as a running balance for this account.

As the lienholder, the Bridgecrest Acceptance Corporation is the legal owner of this vehicle which has remained, inoperable, on private property since April of 2014. It is assumed, based on the failure to respond to, or act upon, previous requests made by the Borrower, that the Bridgecrest Acceptance Corporation holds no further interest in this vehicle. At this time, the unregistered, inoperable, and depreciated vehicle needs to be recycled / destroyed in the most environmentally friendly way possible; however, Bridgecrest Corporation remains in possession of the Title of Ownership. New Jersey law does not allow for the disposal of a vehicle without either (1) a title proving ownership; or (2) a notarized Statement of No Interest from the lienholder, printed on company letterhead.

On June 4th, 2018, a formal letter, outlining the above paragraph, was sent from the Borrower to Bridgecrest Acceptance Corp. via US Certified Mail Receipt to the address noted in this letterhead and attention to the Customer Relations Department. The content of the letter included a request that either (1) a notarized Statement of No Interest for the vehicle be provided to allow for proper vehicle disposal, or (2) a Bridgecrest Acceptance Corp. affiliated towing service be dispatched to remove the vehicle from the private property (not owned by auto loan borrower) on which it is currently stored. A Certified Mail Receipt was received by the Borrower, confirming the letter had been delivered and signed for (by the ‘Mail Clerk’) on June 9th. To date, the Borrower has not received any acknowledgement of, or response to, this notification, nor has the borrower been contacted through any other means by Bridgecrest Acceptance Corp.

At this time, the Borrower is willing to negotiate a settlement of this account in exchange for the lien release of the vehicle and the Title of Ownership.

According to Kelly Blue Book, the value of the 2006 Dodge Stratus SXT stands at $419.00. Based on this data, the Borrower is willing to offer Bridgecrest Acceptance Corp. a settlement payment equaling 6.9% of the declared balance owed, or $420.92, in order to satisfy the loan and obtain the Title of Ownership. the Borrower feels this offer is adequate based on (1) past, negative experiences with DriveTime Acceptance Corp.; (2) the Kelly Blue Book value of the vehicle; (3) the fact that the total number of payments made on the account, according to Bridgecrest Acceptance Corporation records, exceed the principal amount financed (13,771.02); and (4) DriveTime Acceptance Corp.’s repeated violations of both the FCRA and The Dodd-Frank Wall Street Reform and Consumer Protection Act.

If Bridgecrest Acceptance Corporation is willing to accept the terms as offered by the Borrower, please respond, in writing, within 25 calendar days. If, however, Bridgecrest Acceptance Corporation wishes to submit a counter-offer, please do so within 15 calendar days of receipt of this notice and ensure the counter-offer is accompanied by the three document items requested in the preceding portion of this letter.

Please feel free to send any and all correspondence via US Postal mail or email, as recorded in the following signature. Please format all written correspondence on company letterhead (include as an attachment if email is the preferred method of communication).

Please be advised, this offer has been made for the sole purpose of aiding in the proper disposal of the vehicle. There will be no attempt to salvage, resell, or donate the vehicle.

Thank you, in advance, for your time, attention, and cooperation as it pertains to this matter. I look forward to an amicable response.

Regards,

Tiffany M. Rayside
Tiffany M. Rayside
365 Pin Oak Road
Freehold, NJ 07728
[email protected]

Our customer is no longer responsible for paying interest, as the loan is charged off. Once her principal balance has been satisfied in full, her trade line will be updated to reflect as a Paid Charge-Off. As of October 19, 2017, our customer’s remaining principal balance is $7,152.11.   While...

Bridgecrest has a contractual right to pursue a garnishment on customers’ wages when accounts are in default, this action is not currently part of our standard practices.   On October 13, 2017, we spoke to our customer and discussed the above information. Should our customer choose to accept the previously offered $4,000 settlement, her trade line would be updated to reflect as a Settled Charge-Off, and the title to the vehicle would be released to her. This offer will remain valid until October 30, 2017.

(Please see attached for full response)On September 26, 2017, Bridgecrest spoke with our customer regarding the repairs after receiving correspondence requesting assistance. Bridgecrest advised our customer has driven 16,319 miles since purchase and has been in the vehicle for one year and nine...

months. As the repairs are non-covered components, they would be our customer’s responsibility to complete. The above claim and conversations are the only points of contact regarding repairs received from our customer.  On October 4, 2017, Bridgecrest spoke with our customer to discuss her concerns. We discussed the above timeline. We explained we are unable to accommodate our customer’s request to cover the cost of the repairs at this time. Alternatively, once the repairs are completed, we would like to offer to review the paid receipts for a possible loan modification to defer payments to the end of the loan. Bridgecrest also requested our customer submit previous repair receipts for review. Our customer advised she would submit the receipts and documentation from a repair facility documentation mentioned in her complaint. We advised we would review once received and reach out to her. The call ended on amicable terms. We will continue to remain in contact with our customer to work towards an amicable resolution.

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.

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.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I had been trying to reach the business for days, as I stated in my complaint. No one EVER reached out to me after completing the online contact form, which I did at least 3 times -even to this day. If this is what they deem acting and responding appropriately, then obviously they are a company that does not take responsibility for their actions. I was told when I got off the phone with the male that I thought had fixed my issue, that I would immediately be able to get into the account. I had explained I had information that had been hacked, so it was imperative to take care of this immediately. Again, it took several days to get a response, and talking to several people when I called in. In my opinion and experience, this is horrid customer service.

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

To 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

There were two claims filed with [redacted] since the date of purchase. The first claim was initiated on April 11, 2016, for the replacement of the throttle body. There was no assistance provided by [redacted] for the throttle body, as it is non-covered under the VSC.  The second claim was initiated...

on June 9, 2017 for replacement of the transmission. [redacted] approved the transmission replacement under the terms of the VSC. As the incorrect transmission was sent by the part supplier, the completion date was delayed to July 6, 2017. [redacted] waived the deductible, as a goodwill gesture, due to the delays. There are no further notations that would indicate that the transmission replacement exceeded past July 6, 2017. Per the terms of the VSC, [redacted] offers rental reimbursement, up to $25.99 per day, based on the labor hours required to complete the repairs. [redacted] does not indicate our customer sought rental reimbursement from them. We encourage our customer to submit her paid rental receipts to [redacted] for review for reimbursement. Alternately, she may submit them to our Customer Relations department via email to [redacted] or via fax to ###-###-####. At this time, Bridgecrest has made several unsuccessful attempts in reaching our customer. We have sent her a letter, encouraging her to contact our Customer Relations department to discuss her concerns further and provide the recovery vendor information for her to obtain her personal belongings. Additionally, we have reviewed the phone call referenced in her complaint. We concluded that our representative handled the phone call in a professional manner. He wanted to ensure that the co-buyer understood that the vehicle could be recovered to the severely delinquent nature of the account.

October 20, 2016 Revdex.com Ph. ###-###-#### Fax ###-###-####  Re: Complaint # [redacted]To Who It May Concern:  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.  On April 4, 2015, our customer...

entered into a Simple Interest Retail Installment Contract when he purchased a 2005 Ford Expedition from DriveTime. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. The vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by [redacted]. Our customer purchased an additional 5 year/50,000 mile Vehicle Service Contract, also administered by [redacted]. Our customer was also given an Optional Products Disclosure. Attached are the Contract, DriveCare Limited Warranty, and Vehicle Service Contract (VSC) for your reference. At the time of signing, DriveTime reviews each document with our customers and ensures they understand the information within. At the time of sale, our customer had the opportunity to review the Vehicle Service Contract before signing. On page 3 of the VSC, there is a thorough breakdown of parts that are covered, followed by a section labeled “Exclusions-What This Vehicle Service Contract Does Not Cover”. Within this section it states:All parts not specifically listed as Covered Parts are not covered under this Contract…this contract provides no benefits or coverage and Provider has no obligation under this contract for:·repair or replacement of any covered part if a Breakdown has not occurredOn October 10, 2016, our customer contacted [redacted] to report that the vehicle is at an in-network repair facility with a wheel bearing issue. [redacted] explained that the claim would have to be called in by an in-network repair facility and explained the process for a covered repair.

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.

Before Bridgecrest can release documentation to any insurance company for total loss claims, we request a market evaluation, settlement breakdown, and the total loss summary. After reviewing our customer’s account, we found his insurance company faxed in a request for the letter of guarantee on...

September 13, 2016. As this fax did not include the market evaluation and the settlement breakdown, we did not accommodate their request. We also found we did not follow up accordingly with the insurance company to inform them of our requirements for sending documents. No further interactions occurred until January of 2017.On January 10, 2017, the insurance company contacted Bridgecrest to provide a summary of the total loss claim. We advised them we needed a market evaluation and a settlement breakdown. On January 27, 2017, after receiving all requested documentation from the insurance company, we supplied them with the letter of guarantee. The letter of guarantee listed two addresses to send payment to: [redacted] Phoenix, AZ 85038 and [redacted]. On February 17, 2017, the insurance company advised Bridgecrest they had sent in an insurance check for the total loss claim. We informed them we had not received the check and determined they had sent it to an incorrect address, [redacted]. We advised them of the correct addresses, and they informed us they would be reissuing a check.On March 13, 2017, Bridgecrest received the insurance check, totaling $2,999.13. This amount was applied towards our customer’s principal balance, leaving a remaining principal balance of $1,937.79. We apologize for the delays in finalizing our customer’s total loss claim. Since March of 2017, our customer has continued to make payments towards his loan. Furthermore, he spoke with Bridgecrest on several occasions requesting the waiver of any additionally accrued interest on his account... (continued on attached)

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].