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Bridgecrest Reviews (362)

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

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(Please see attached for fill response)On February 1, 2017, Bridgecrest reached out to our customer to discuss his concerns. We explained when a deferment is typically offered and the steps a deferment must go through before finalization. We then apologized for any misinformation received and...

offered our customer the requested two payment deferments. Bridgecrest explained his new due date would be February 17, 2017. Per normal processes, once this deferment is completed, Bridgecrest will be unable to process any deferment modifications on his account for the next 6 months. We also advised, as this is a simple interest loan, although not required to make a payment during the deferral period, interest will continue to accrue at the normal rate. Our customer accepted our resolution and the call was ended on amicable terms. On this same day, the two payment deferments were requested. The deferments were completed on February 3, 2017. Additionally, as a gesture of goodwill, Bridgecrest has waived the accrued $5.00 late payment fee. We apologize for any confusion or inconvenience this matter may have caused. At this time, our customer’s account appears as current. As previously stated, his next payment is due on February 17, 2017. Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at [redacted]. Thank you,  Jessica H. Customer Relations

(Please see attached for full response)·         On May 17, 2017, Bridgecrest sent Aeverex the approval to cover the cost of the rear catalytic converter and exhaust gasket replacement. Our customer was responsible for the $100 deductible normally assessed for...

covered repairs.·         On June 7, 2017, Bridgecrest covered the diagnostic fee needed to release the vehicle from the in-network repair facility. We then covered the first hour of diagnostic costs at the OEM. Additionally, we provided our customer with a two-day direct bill rental with the ability to review for an extension of the rental, if needed. For direct bill rentals, we cover the daily rate of the rental. Due to rentals being provided through a third party company, our customer is responsible for any required deposit, taxes, and insurance. ·         Later this same day, Bridgecrest covered the cost to tow the vehicle from the in-network repair facility to the OEM. It was successfully transported on June 8, 2017.·         On June 10, 2017, Bridgecrest made the exception to cover the full cost of the catalytic converter replacement at the OEM. Additionally, we extended our customer’s direct bill rental through June 12, 2017. On June 13, 2017, we reached out to our customer to discuss her concerns. We confirmed the repairs were completed the previous day and the vehicle was in her possession. We offered to review any out-of-pocket paid receipts for repairs, such as the non-covered repairs from October. Our customer stated she felt the vehicle was not accelerating as it should and was consuming more gas than usual. We advised to have the vehicle diagnosed at an in-network repair facility, as we are unable to review without a diagnostic completed. We offered to waive the $50 diagnostic fee. Bridgecrest advised, once an estimate is received, we would review for possible assistance options. Our customer accepted and the call ended on amicable terms.

To Whom It
May Concern,Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 5, 2016, our customer entered into a Simple Interest Retail Installment
Contract with DriveTime when she
purchased a 2010 Buick Lacrosse. The...

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On June 15, 2017, Bridgecrest spoke with our customer. We explained why she was listed as the co-buyer on the loan rather than the buyer. In response, she advised us she did not have an active insurance policy at the time of sale but had the ability to obtain it. We advised her, since she was present at the time of contracting, she had the opportunity to retain insurance coverage for the vehicle. This would allow her to be named the buyer of the vehicle. Our customer expressed dissatisfaction with our explanation and the call was ended. We apologize we were not able to reach a mutual understanding with our customer. Should she have any additional questions or concerns, she may contact our Customer Relations department at [redacted].   Bridgecrest thanks the Revdex.com for allowing us the opportunity to address our customer’s concerns. Should you have any questions or concerns, please contact our Customer Relations department at [redacted].

October 10, 2016   Revdex.com Phone: [redacted] Fax: [redacted] Re: Case #: [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 14, 2016, our customer entered...

into a Simple Interest Retail Installment Contract when he purchased a 2015 Chrysler 200 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 19, 2016, as part of a standard after sale verification process, we determined that the Proof of Income documentation submitted by our customer at the point of sale was not verifiable. Our representatives called our customer and advised that she would need to return to the dealership with verifiable documentation to prove her income. Our customer stated that she would return to the dealership the next day, September 20, 2016. Our customer did not return to the dealership on September 20, 2016. Seven more calls were placed to our customer between September 20, 2016, and September 26, 2016, but our representative was unable to reach her again.

For full response, please see attached. At the time of sale, our customer provided proof of incoming supporting she was paid on September 17, 2014 and on the Get Approved Form, she listed her next pay date of October 22, 2014. With this given information, we strived to align the payment due dates with our customer’s pay date to aid her in being successful throughout the life of the loan. The Contract was finalized to have the first payment due on November 19, 2014 and on the nineteenth of every month from then on. Additionally, our customer was provided with a payment schedule for when future payments are due. We have the ability to review for a due date change to align with our customer’s pay dates. She may contact our Customer Relations department at [redacted] to discuss this further. As explained in our prior response, our customer’s contract is a ‘simple interest’ contract. A “finance charge” (interest) is charged each day on the amount financed with us. If a payment is made late, the Contract continues to accrue interest and upon receipt of the payment, more of the payment is applied to resolve the extra interest. We have attached a copy of our customer’s transaction history to show the distribution of payments amongst the principal and interest balance and the remaining principal balance.As of July 17, 2017, there have only been five (5) repair claims filed with Aeverex, our customer’s vehicle service contract administrator, since the purchase of the vehicle. We have not received any receipts for repairs indicating our customer has paid for out of pocket. We additionally have not received any updated diagnostic/itemized estimates for any current mechanical concerns she may have with the vehicle. Bridgecrest has not been able to speak with our customer. We would be willing to explore any available options of assistance should she be experiencing mechanical concerns with the vehicle and encourage her to contact our Customer Relations department.

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.

September 1, 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 February 24,...

2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2006 BMW X5. The contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. At time of sale, out customer also opted to purchase a 3 year/36,000-mile Vehicle Service Contract, administered by [redacted]. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract, for your reference.   On August 4, 2016, our customer’s loan was paid in full. Our customer does not currently have an active loan with Bridgecrest.   Our customer’s repair history with the vehicle is as follows:    • On March 20, 2015, our customer contacted [redacted] and stated concerns with the vehicle leaking oil. [redacted] encouraged him to take the vehicle into an in-network repair facility for diagnostic.    • On March 23, 2015, an in-network repair facility filed a claim with [redacted] for the repair of alternator, timing cover gasket, valve cover gasket, and alternate bracket cover. [redacted] advised them that the repairs were covered under the Vehicle Service Contract.    • On October 23, 2015, an in-network repair facility filed a claim with [redacted] referring our customer to an Original Equipment Manufacturer (OEM), as they were unable to complete the repairs needed. No additional claims were ever filed in reference to the concerns.  • On January 8, 2016, our customer contacted Bridgecrest and advised that he had losthis keys and was not provided a spare at time of sale. Our customer was advised thatkeys to the vehicle were non-covered components. However, on January 11, 2016,DriveTime contacted our customer and advised that as a one-time goodwill gesture,DriveTime would like to make an exception and cover the cost of the keyreplacement up to $400.00. Our customer understood and was satisfied with theresolution provided.• On January 19, 2016, [redacted] advised our customer that DriveTime had made anexception to cover the cost, up to $400.00, of the ignition key replacement. [redacted]advised our customer to take the vehicle into an out of network repair facility to obtaina replacement key. On January 21, 2016, an out of network repair facility filed a claimwith [redacted] for the replacement of the ignition key. [redacted] advised it was covered.• On February 5, 2016, our customer contacted DriveTime and stated concerns withthe vehicle making a ticking noise. DriveTime encouraged him to take the vehicle intoan in-network repair facility for diagnostic. • That same day, an in network repair facility filed a claim with [redacted] for an enginediagnostic. Our in-network repair facility advised that they were unable to completediagnostic testing and referred out customer to an Original Equipment Manufacturer(OEM).• On February 16, 2016, an OEM filed a claim with [redacted] for an engine replacement.The overall cost of repairs exceeded $18,000. Due to the high cost claim, [redacted]arranged for an inspector to verify failures and repairs needed. • On February 22, 2016, the inspector contacted [redacted] and indicated no failure wasdemonstrated during the inspection of the vehicle. The inspector recommended furtherdiagnostic and/or disassembly was needed to determine the exact cause of thepreviously reported failure.• On February 26, 2016, [redacted] made arrangements to transport the vehicle to an innetworkrepair facility for further diagnostic.• On March 2, 2016, an in-network repair facility filed a claim with [redacted] for anengine assembly, engine oil, coolant, and transmission fluid. [redacted] advised that therepairs were approved, per the terms of the Vehicle Service Contract. [redacted]
[redacted]
[redacted]• On March 17, 2016, an in-network repair facility filed a claim with [redacted] for thebrake vacuum and booster. [redacted] advised them that the repair was a non-coveredcomponent.• On May 20, 2016, our customer contacted [redacted] and stated concerns with thevehicle shutting off, low oil pressure, and engine noise. [redacted] advised our customerto take the vehicle back to an in-network repair facility for further diagnostic.• That same day, an in-network repair facility filed a claim with [redacted] for the repairof the fuel rail. [redacted] advised them the repair facility that the repair was a noncoveredcomponent under the terms of the Vehicle Service Contract.• On May 25, 2016, DriveTime contacted our customer to advise him that we wouldbe making another exception to cover the cost of the fuel rail and diagnostic fee infull. Our customer understood and was satisfied with the resolution provided.• On August 15, 2016, our customer contacted [redacted] and stated continued concernswith a clicking noise and new concerns with the brakes on the vehicle.• On August 16, 2016, an out-of-network repair facility filed a claim with [redacted] forthe repairs of brake hydraulic booster, lower control arm bushings, stabilizer link,and concerns with an engine noise. [redacted] advised the repair facility that the repairsneeded were non-covered components and advised that our customer would need toreturn to the repair facility who previously completed the engine assembly, to addressnoise concern.• On August 22, 2016, the same out-of-network repair facility filed a claim with[redacted] for the repair of coil, shock/strut replacement, and PCV valve. [redacted]advised the repair facility that the repairs were non-covered components.• On August 23, 2016, our customer contacted [redacted] and inquired why the repairsneeded were not warrantied. [redacted] advised him that the repairs were non-coveredcomponents and were not previously completed under the Vehicle Service Contract.On August 31, 2016, our customer contacted Bridgecrest and advised that he had paid outof-pocketfor the repairs needed on the vehicle. Bridgecrest encouraged him to submit hisreceipts so we may review for possible assistance.At this time, Bridgecrest is in communication with our customer in an attempt to come toan amicable resolution with him. [redacted]
[redacted]
[redacted]If our customer is still experiencing mechanical concerns with the vehicle, we encouragehim to contact an in-network repair facility and take the vehicle in for diagnostic. Inaddition, we encourage our customer to submit documentation indicating that damage wascaused to the vehicle due to the repairs previously completed at one of our in-networkrepair facilities, via facsimile at [redacted]. Bridgecrest would like to review thedocumentation for options for assistance.As a goodwill gesture, Bridgecrest is sending our customer a $25.00 gift card to his addresson file. Should he have any additional questions or concerns, we encourage him to contactour Customer Relations department at [redacted].Bridgecrest thanks the Revdex.com for their ongoing support. Should youhave any questions or concerns, please contact us at [redacted].Thank you,Diana C.Customer Relations

For full response, please see attached. On August 23, 2017, we contacted our customer to discuss the status of her account. We explained as the semi-monthly payment due July 6, 2017 was not satisfied until July 22, 2017, a $5.00 late fee had been assessed per the Contract terms. We further...

explained when a frequency change is processed, only the payment itself is modified and fees would still be assessed to the account. Additionally, we explained the payment made for the August 21, 2017 due date was only a partial payment. We explained the agreed upon monthly payment would be $381.26 but only a payment of $374.00 was received on August 23, 2017 leaving a remaining balance due of $7.26.  On October 9, 2017, our customer contacted us to discuss the fees on her account. We explained she is currently past due $43.51. We explained our customer had accrued $7.07 in late fees, $30 in insufficient funds fees from returned payments made on September 26, 2017 and September 29, 2017, and $6.44 was still due from the partial payments made on July 22, 2017 and August 23, 2017. Our customer disputed this amount and the call was concluded. The September monthly payment was eventually satisfied on October 21, 2017.   We have attached our customer’s transaction history for your review. In an attempt to reach an amicable resolution, we have applied a credit of $50.00 to our customer’s account as a gesture of goodwill. Due to the call window restrictions set on our customer’s account, we are unable to reach out to her to discuss the aforementioned information. Should our customer wish to discuss this matter further, we encourage her to contact us at her earliest convenience [redacted].

Bridgecrest has reviewed the phone conversations that took place with our customer. We were able to conclude the representative she spoke with on June 1st did not handle the conversation in a professional manner nor consistent with our policy and procedures. Nonetheless, our customer was informed of...

the new due dates and verbally agreed to them on the call. We sincerely apologize for the customer service experience our customer and the buyer have had thus far. This matter has resulted in a training opportunity for the representative. Since the receipt of the complaint, we have spoken with our customer to provide an explanation for the due date changes and confirmed her next due date is July 20, 2017. Additionally, we have verified we are reporting accurately to the major credit bureaus and have sent our customer a credit reporting letter. Please be advised at 113 days past due, our customer’s account charged-off. However, we worked with our customers to keep them in their vehicle to which each payment made will go towards paying the principal balance down and no further interest will accrue. An elaboration of the events which have transpired is below in this letter. At the time of sale, our customer and the buyer agreed to make 149 bi-weekly payments of $221.28, with one final payment of $220.95, beginning on July 4, 2014. On our customer’s account, a payment came due on April 22, 2016. As this payment was not satisfied, this placed her account in a default status and has not been brought current since. With no payments received since October 7, 2016, the account entered a Charge Off status on January 1, 2017. At the time of entering a Charge Off status, we set the following due dates to be 30 days after the date our customers either 1) remit payment to prevent the vehicle from being assigned for recovery or 2) pay to reinstate the vehicle. Bridgecrest made numerous unsuccessful attempts to reach our customer.... (continued on attached)

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. As explained in our previous response, Bridgecrest is unable to discuss our customer’s account information via email in order to be in compliance with Federal Consumer Protection Laws and to protect sensitive customer and account information. In response to the email received on November 6, 2017, we requested that our customer call into our Customer Service department. Unless she verbally communicated with us, Bridgecrest would not have created any payment arrangements through email. We apologize for the frustration our customer has experienced. Bridgecrest attempted to aid our customer to the best of our ability.As of December 1, 2017, our customer’s account has entered into a Charge Off status. Our customer is responsible for satisfying the past due balance ($2,063.76), late fees ($20), and any applicable recovery and/or auction fees. Since the Notice of Intent letter expired on December 5, 2017, the vehicle is eligible to be sold at auction. If our customer wishes to reinstate the vehicle, is it imperative that she contact our Customer Service department at 800-967-8526 to discuss her options.We thank you for your ongoing support in allowing us the opportunity to address our customer’s concerns. Should you have any questions please feel free to contact our Customer Relations department at [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 29, 2010,
our customer entered into a Simple Interest Retail Installment Contract
when he purchased a 2005 Dodge
Ram 1500 from DriveTime. 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 (Contract) for your review. At the time of sale, our customer agreed to make 129 bi-weekly payments of $209.44 beginning on July 17, 2010 and one final payment of $209.05 on June 27, 2015. In December of 2014, Bridgecrest performed a frequency change to semi-monthly payments beginning in January of 2015, for the 2 and 17 of
every month. On page one of the Contract, under subsection Federal Truth in Lending Disclosures, it provides
the following:·    Annual Percentage Rate – 21.339%·    Finance Charge - $10,540.30·    Amount Financed – $16,686.51·    Total of Payments - $27,226.81·    Total Sale
Price - $29,576.81 (with a $2,350.00 down payment)As this is a simple interest loan, interest continues to accrue daily. On page 3 of the Contract, under subsection Finance Charges,
it states: “This is a simple interest Contract. The finance charges you pay will depend on how you make your payments. Your actual finance charges may be more than the disclosed Finance Charges if you make your payments late or inless than the scheduled amount.”Our customer has had extensive payment history.
As of November 30, 2016, our customer has
been:·    5 days past due 21 times·    10 days past due 21 times·    20 days past due 19 times·    31 days past due 24 times·    61 days past due 8 times Additionally, throughout the life of the loan, Bridgecrest has worked with our customer on
multiple occasions by assisting with payment deferments and frequency changes to assist our customer’s success in the loan.  Assisting with multiple payment deferments moved our customer’s maturity date of January 2,
2018. On January 8, 2016, our customer made a payment of $5,000.00 to his account. Of this amount, $4,960.00 applied towards the payments between January
2016 and a November
of 2016. The remaining $40 applied towards the late fees on the account. Throughout this
period, Bridgecrest has only received one other payment, on November 25, 2016, for$229.14. As of November 30, 2016, our customer’s accountis current with
$81.08 needed to satisfy the
next
payment
due on December 2, 2016.Between May of 2016 and current, Bridgecrest and our customer have had conversations concerning
the payoff amount. He informed us that he has paid close to the original total sales price and inquired why the payoff balance remains. We advised him that he entered
intoa simple interest loan and interest continues to accrue daily. Bridgecrest informed him
they have assisted with multiple payment deferment which will affect the payoff amount and
maturity date.At this time, Bridgecrest is
offering the following settlement
offer to our customer: Bridgecrest agrees
to:·    Allow You to retain the vehicle.·    Waive deficiency balance·    Release the
title·    Modify credit reporting by Us (“trade line”) from all three (3) major Credit Bureaus(“Credit Reporting Agencies”) to report
Bridgecrest trade line as PAID IN FULL Our customer will be required to sign a Full Settlement and Release of Claims if they choose to take advantage of this offer. This settlement offer is good until December 16,2016. We have also sent our customer of all the requested documents he signed at the time of sale.We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, Bridgecrest has sent a $25.00 American Express gift card to the address
on file. Should our customer wish to discuss this matter
further, 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.

I am still no pleased with the resolution. The representative basically said the same thing the Supervisor relayed before my complaint was issued. At this point Inwill be reaching out to my attorney to see what further action can be placed as I feel this is still an illegal practice. After my attorney reads over my paperwork I will then see what steps need to be taken after that.

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

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

October 20, 2016

justify;"> 
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)

(Please see attached for full response)Later this same day, the account was changed to a Back Out status. The contract will be fully rescinded, the trade line deleted from our customer’s credit history, and our customer will not be responsible for any balance owed towards the loan. Per normal...

process, it will take the three major credit bureaus 30 to 60 days to update our customer’s credit report. On February 20, 2017, Bridgecrest reached out to our customer to discuss his concerns. We explained the importance of the first payments and the cost to reinstate the vehicle. We advised we were unable to place the vehicle on hold to allow our customer to reinstate. However, if the vehicle is still available, our customer may still be able to reinstate, but no guarantee could be made. Bridgecrest further explained the contract rescission. Our customer advised his credit currently showed a repossession for the vehicle. We advised we would have that corrected and advised of the 30 to 60-day time frame. Our customer understood. He advised he would try to obtain the funds to reinstate, and the call was ended on amicable terms.  We apologize for any confusion or inconvenience this matter may have caused. We have reviewed our files and found that our customer’s purchase, finance of the vehicle, and the administration of his loan have been handled in accordance with our standards and procedures. As a gesture of goodwill, we have sent our customer a $25.00 [redacted] gift card.  Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations department at ([redacted].  Thank you,  Jessica H. Customer Relations

(Please see attached for full response)Anytime our customers’ expressed concerns regarding their credit reporting, we would review and submit any updates if required.June 22, 2017, Bridgecrest re-iterated the initial trade line review from May 15th. Bridgecrest further advised we would have our...

Credit Bureau department review the account to ensure we are reporting accurately. Our customer requested documentation regarding his trade line. Bridgecrest advised we would send him a credit rating letter. The credit rating letter, attached for your reference, was sent to him via email the following day.On June 30, 2017, Bridgecrest requested our Credit Bureau department review the trade line to ensure we are reporting accurately. The Credit Bureau department verified the trade line was reporting accurately to all three major credit reporting agencies with no recovery reported. They verified the most recent update was submitted on June 22, 2017. This was relayed to our customer later this same day.We apologize for any inconvenience this matter may have caused. We invite our customer to submit a current credit report for review if the recovery is still appearing. We will continue to update the account on a monthly basis to ensure the recovery remains removed from their trade line reporting.

On November 9, 2016, our customer contacted Bridgecrest to express his continued concerns with the payment remitted on October 8, 2016. Again, Bridgecrest advised our customer that a bank statement would need to be provided so we may review his concerns. That same day, we received an email from our...

customer with a link to his financial institution. Bridgecrest advised him that we were still awaiting a copy of his running bank statement for review. On November 10, 2016, Bridgecrest determined the payment remitted on October 8, 2016, was only partially reversed, totaling $196.01. Bridgecrest then submitted a request to reapply $236.70 back to our customer’s account. On November 11, 2016, the funds were re-applied towards our customer’s past due balance and backdated to October 8, 2016.  On November 15, 2016, we contacted our customer to address the concerns in his complaint. We advised him of the aforementioned information and assured him that $236.70 were accurately allocated towards his past due balance. Our customer understood, however, he expressed concerns with the reinstatement of the reversed funds, totaling $196.01. We encouraged him to contact his financial institution for confirmation regarding the reinstated funds; furthermore, we have provided him with the reversal confirmation number for his reference.We apologize for any confusion or convenience this matter may have caused. As a goodwill gesture, Bridgecrest has applied a $25.00 credit toward our customer principal balance. Should he have any additional questions, we encourage him to contact our Customer Relations department at ###-###-#### for further assistance.  Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted]. Customer Relations Department

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Address: 7300 E Hampton Ave Ste 100, Mesa, Arizona, United States, 85209-3324

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