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Bridgecrest Reviews (362)

Please see the attached PDF for full response. October 14, 2016 Revdex.comPh. [redacted]Fax [redacted]   Re: Complaint # [redacted] To Whom It May Concern,  Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On October 11, 2016, our customer contacted Bridgecrest to discuss her concerns further. She stated that Aeverex had reimbursed her $51.93 per the terms of the Vehicle Service Contract. However, she stated that the amount reimbursed did not meet her expectations since she paid a total of $463.61 in rental and tow fees. We encouraged her to provide us with copies of her expense receipts for review and the option for possible reimbursement. That same day, Bridgecrest received her receipts. On October 12, 2016, we contacted our customer to re-address the concerns in her complaint. We advised that we would make an exception and reimburse four days at $19.54 per day as written on her receipt. In addition, we offered to reimburse four days at $25.99 per day, equivalent to the terms of her vehicle service contract. Our customer agreed, and we ended correspondence on amicable terms. Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]. Sincerely,  Brodie H. Customer Relations Department

For full response, please see attached. On May 22, 2017, Bridgecrest contacted our customer and advised him a due date change would need to be completed, so the payment schedule coincides with his pay date schedule. Once the modification is completed, our customer would have an upcoming payment...

due May 27, 2017, and every two weeks from then on.We apologize for any inconvenience this may have caused our customer. At this time, we have successfully modified our customer’s loan to ensure his pay dates are set up correctly. Additionally, to show good faith for our error, we have applied one bi-weekly payment credit ($217.34) to our customer’s account. Should our customer have any further questions or concerns, we encourage him to contact our Customer Relations department at [redacted].  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, Danielle C.Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On May 5, 2017, [redacted] contacted our customer to verify the account information for which the mentioned refund was deposited to on May 2, 2017. After speaking with our customer, they found the account information to be incorrect. The refund was immediately processed again with the corrected account information. [redacted] apologized for any inconvenience or frustration this has caused. Additionally, [redacted] has confirmed the engine has arrived at the repair facility as of May 6, 2017, and repairs are expected to be completed no later than May 10, 2017. [redacted] has extended our customer’s direct bill rental through May 10, 2017, to continue to assist her through the completion of repairs. Bridgecrest will remain in contact with our customer to ensure all that has been promised is executed in a timely manner.  Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at [redacted].

October 18, 2016   Revdex.com Phone: [redacted] Fax: [redacted]   Re: Complaint #[redacted]   To Whom It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On November 3,...

2016, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime, when she leased a 2006 Hyundai Elantra. While DriveTime originated the Lease and is the Lessor, Bridgecrest Credit Company is the servicer for the Lease.  The vehicle came with a Driver’s Seat Limited Warranty, administered by Aeverex. Included you will find the Lease Contract and the Driver’s Seat Limited Warranty for your reference.      On or around September 7, 2016, Bridgecrest experienced an issue with the payment processor used to process lease payments. Payments scheduled to be automatically withdrawn after that date would not be pulled as scheduled. Upon discovering this error, Bridgecrest sent a letter to affected customers advising of the error and provided instructions for the next steps regarding their accounts. This letter has been attached for your review. FULL RESPONSE ATTACHED

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
[redacted]

(Please see attached for full response)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 and to research all aspects of their purchase prior to signing the contract. Should a customer be dissatisfied for any reason, DriveTime offers a five-day Vehicle Return Program, which gives our customer the ability to return the vehicle to DriveTime and terminate their Simple Interest Retail Installment Contract. To participate in the vehicle, return program, our customer must return the vehicle to the dealership within five calendar days from the date of purchase.Financing terms are determined by our customer’s information, which includes proof of income, credit history, and the vehicle selected. We are unable to accommodate our customer’s request to lower the APR, as Bridgecrest does not offer refinancing. Should our customer desire different contract terms, we suggest she seek refinancing options with a third party financial institution, such as a bank or credit union.Thus far, we have been unable to reach our customer to further discuss her concerns. However, we will continue our attempts to contact her. We encourage our customer to contact our Customer Relations department at [redacted] so we may address her concerns.

(Please see attached PDF for full response)We have reviewed our files and found that our customer’s purchase, finance of the vehicle, and the administration of his loan has been handled in accordance with our standards, procedures, and all applicable laws. Although not liable for the accident or resulting damages, we have made the following offer to our customer:·         Delete trade line from all three major credit bureaus.·         Waive the deficiency balance, $3,232.70.·         Customer agrees to remit payment to DriveTime via certified funds in the amount of $3,232.69.The Full Settlement and Release of Claims has been sent via email to our customer. Should he change his mind and wish to accept the offer, we invite him to reach out to our Customer Relations department at (800) 965-8043, so that we may continue to work towards an amicable resolution. Once a resolution has been completed, should our customer desire to do further business with us, we invite him to do so at his convenience. We sincerely apologize for any frustration or inconvenience this matter may have caused. We encourage our customer to also work with the at-fault insurance company regarding any fees caused by the accident. 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

My name is [redacted]. I filed a complaint against Bridgecrest and received a response today.  I tried to refuse their response and put in a rebuttle, but it wasn't accepted. I called in and was recomended to email you. The following is my rebuttle, and I'm attatching proof.I never asked to be placed on a do not call list. The same woman called me twice with conflicting information.  She gave me the same options I've already exhausted. I signed up for autopay the day of the purchase, like I told her. Attached is the proof she asked for.Autopay is the only free option to make a payment, and they refuse to acknowledge that I ever signed up. I've tried to sign up twice. Also, a payment in April was lost. I spent three days trying to revover my payment. I'm a hairstylist and make $200+ a day. That $25 "goodwill" money is an insult.  I have been physically sickened by this whole transaction.I want all the money back that I've paid in fees since the day I signed up for autopay. I refuse to keep giving people my personal information over the phone if they don't use it propperly. I'm a victim of identity theft and these reps could very well be using my information for other purposes.If they refuse to acknowledge any wrong doing, I will refuse to pay for the vehicle. My credit isn't more important than my health.

(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

(Please see the attached for full response)
On December 21, 2016, our customer contacted Bridgecrest to discuss the recovery of the vehicle. We advised her...

of the fees due in order to redeem the vehicle and provided her the recovery agency information. Our customer declined the redemption on December 22, 2016.
 
On January 9, 2016, we reached out to our customer to discuss her concerns. We explained the aforementioned terms of the contract and advised her that the contract had been rescinded, so there is no deficiency balance owed and the trade line will be deleted from the Major Credit Reporting Bureaus. Our customer requested a copy of her contract be provided to her via email. Our customer verified her email address and the call was ended on amicable terms.
 
We apologize for any confusion or inconvenience this matter may have caused. As a gesture of goodwill, we have sent our customer a $25.00 American Express 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

On November 20, 2015, our customer entered into a Simple Interest Retail Installment Contract (Contract) when she purchased a 2010 Chevrolet Malibu from DriveTime. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest). The...

Contract is attached for your reference. On February 24, 2017, our customer’s account had a regularly scheduled payment due on the account. As that payment was not satisfied, the account entered into a default status and has not been brought current. Since the account was past due, Bridgecrest made unsuccessful attempts to reach our customer at all phone numbers listed on the account, including the one provided on her complaint. Bridgecrest also sent several emails to the email address on the account in an attempt to reach the customer. The last correspondence Bridgecrest received from our customer, was an email she sent on November 6, 2017. By that time, our customer was 115 days past due for $1,677.60. This email advised us that she found new employment and would not be paid for another two weeks. As we are unable to discuss our customer’s account information via email, we replied with an email that encouraged our customer to contact our Customer Service department to discuss a repayment plan.With no further payments or contact made with our customer, Bridgecrest assigned the vehicle for recovery on November 13, 2017 with the account at 122 days past due. The vehicle was later reported as recovered on November 22, 2017. Bridgecrest then sent our customer a Notice of Intent letter on November 24, 2017, which outlines the outstanding balance owed and how she may reinstate or redeem the vehicle. Bridgecrest has not had any verbal contact with our customer since December 5, 2016. Bridgecrest found that our customer’s phone number listed on the account is out of service and we have not been able to speak with her. ...(continued on attached)

To Whom It May Concern:Thank you for bringing this matter to our attention. We appreciate the opportunity toaddress our customer’s concerns.On September 7, 2016, our customer entered into a Simple Interest Retail InstallmentContract with DriveTime when he purchased a 2012 Ford Fusion. The Contract...

wassubsequently assigned to DT Acceptance Corporation, now known as BridgecrestAcceptance Corporation. Attached you will find a copy of the Simple Interest RetailInstallment Contract for your review.At the time of sale, our customer agreed to make 151 bi-weekly payments of $214.15beginning on October 1, 2016 and one final payment of $211.30 on July 16, 2022.In order to ensure our customers are able maintain their regularly scheduled paymentsDriveTime sets up their payment schedule to coincide with their pay dates, based upontheir proof of income provided at time of sale.After six months, DriveTime customers may contact Bridgecrest Customer Service toinitiate a frequency change to match their desired payment frequency. However, shouldour customers request a change in frequency, we require they provide updated proof ofincome to validate this change. Once received we can review for a possible paymentfrequency change.Bridgecrest’s New Loans department manages accounts between 0-11 weeks old. For anyaccount that is delinquent, Bridgecrest will contact our customers in an attempt to cure thepast due payment(s). It is critical that our customers make these initial payments on time.On September 29, 2016, our customer contacted Bridgecrest concerned about his new paydate schedule. He informed us that he will be getting paid bi-weekly beginning on October 19. He inquired about changing his payment fre19. He inquired about changing his payment frequency to monthly. We informed him thathe would need to be in the loan for at least six months prior to being eligible for a frequencychange.On October 6, 2016, our customer contacted Bridgecrest to advise us that he would not beable to make another payment until November 1 due to his new pay date schedule. Weadvised him that his next payment is due October 15; we would not be able to set a paymentarrangement 17 days past the original due date. We informed him that this would put himin default.Our customer disputed that, per the contract, he is given 16 days, after the payment is due,to satisfy any past due balance. Bridgecrest advised him that there are no grace periodswith payments; the 16 days simply refers to when we may charge a late fee for paymentsnot made within that time period.On October 12, 2016, Bridgecrest contacted our customer in attempt to address hisconcerns. He confirmed that he is currently being paid on a semi-monthly schedule. Weinformed him that we would not be able to change the frequency to monthly. However, weare willing to review for a frequency change to semi-monthly with pay stubs or anemployment pay schedule. Bridgecrest advised him that we would need the payment thatis due on October 15, to be paid prior to October 26. Our customer understood our requestand advised that he would attempt to make a payment on or before October 26.At this time, Bridgecrest is anticipating receiving new pay stubs or a pay date schedulefrom our customer, so we may proceed with reviewing for a frequency change. We willcontinue to work with him until we come to an amicable resolution.We apologize for any inconvenience or confusion this matter may have caused. As agoodwill gesture, Bridgecrest has applied a $25.00 credit towards the principal balance.Bridgecrest thanks the Revdex.com for their ongoing support. Should you haveany questions or concerns, please contact us by calling us at [redacted].Sincerely,Carlos S.Customer Relations

[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.  Jessica was extremely nice and helpful. She did everything she promised. God Bless her and Revdex.com. 
Regards,
[redacted]

Dear Ms. [redacted],  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   Bridgecrest offers our customers the option to buy out their lease once they have completed all payments under their lease term. Our customer...

satisfied the remainder of her lease on January 14, 2017, and completed the purchase of the vehicle. At this time, we began the process of releasing the title to our customer. During this process, we determined we were required to order a duplicate copy which could take up to 60 days to obtain. There have been additional unexpected delays that came up during this process but we are diligently working with our third-party vendor to expedite the duplicate title.   On April 19, 2017, we contacted our customer to discuss her concerns. We explained the abovementioned delay in providing her the title. We further explained we are expected to receive the title from a third-party titling company in approximately one week. We advised once we receive the title we will contact her immediately and overnight it to her. The call was ended on amicable terms.  The actions described in our customer’s correspondence are not in keeping with our set standards of service and support. We strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. We sincerely apologize for the amount of time it has taken for our customer to receive her title and for her experience. We are pursuing all internal training opportunities to avoid similar occurrences in the future. Additionally, as a goodwill gesture, we have sent $300 to our customer’s address on file.   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,    Danielle C.  Customer Relations

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

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

(Please see attached for full response)On January 19, 2017, the account was reviewed for accurate reporting. It was found that a repossession was reporting to both party’s credit histories. A request to update our customer’s and the co-buyer’s credit history was sent to the three major credit...

bureaus. It will take 30 to 60 days for the credit bureaus to update both credit histories. The account has also been flagged to be manually updated every month by our Credit Bureau department to ensure accurate reporting continues. On January 25, 2017, Bridgecrest successfully made contact with our customer. We sincerely apologized for the situation and explained the above credit history update. We then offered to apply a one payment credit of $201.00 to the account as a gesture of goodwill. Our customer accepted and the call was ended on amicable terms. The actions described in our customer’s correspondence are clearly not in keeping with our set standards of service and support. Bridgecrest is taking this opportunity to review for internal training opportunities regarding our customers account. We strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. The credit has been requested to be applied towards the account. Should our customer notice any discrepancies in the future, we encourage her to contact our Customer Relations department at [redacted]. 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

On September 5, 2017, our customer contacted Bridgecrest and inquired into the status of the payoff letter. We advised that the letter had been scheduled for release on September 4, but because it had been a holiday, it would be sent today. We advised our customer he should receive the letter within...

30 minutes. Later that day, we contacted the ATP and confirmed our customer had received the payoff letter. A copy of this letter has been attached for your review.

Prior to sale, each of our potential customers must qualify for financing with DriveTime by providing documentation to validate their proof of income, residence, and identity. The buyer and cosigner do not need to have the same place of residence to purchase a vehicle with DriveTime. Depending on...

the financing stipulations, our potential customers may need additional income to be eligible for a vehicle or to meet specific down payment requirements. The account holder was unable to validate his income level  however; the cosigner was able to produce proof of income to obtain the requirements for purchasing a vehicle with DriveTime. In situations when we have a buyer and cosigner, typically the borrower who will be primarily operating the vehicle is listed as the buyer. Additionally, whoever is listed as the buyer must provide proof of insurance at the time of sale. We have reviewed the documentation our customers submitted at the time of sale and can conclude our customer, the cosigner, did not have an active insurance policy. Since the vehicle was protected under the buyer’s insurance, that is what solidified the decision of having him listed as the “buyer” vs. “co-signer”. At the time of sale, DriveTime provides a Notice to Cosigner document, in which our customer had to electronically sign. By signing, our customer acknowledges she has read the disclosures listed and understands her responsibilities with the Contract:“You [our customer] are being asked to guarantee this debt. Think carefully before you do. If the buyer doesn’t pay the debt, you will have to. Be sure you can afford to pay the debt if you have to and that you want to accept this responsibility.” ...(continued on attached)

(Please see attached for full response)Our customer entered into a Simple Interest Retail Installment Contract, which means there is no grace period. However, a late fee will not be imposed until an account is 10 days past due but the account will accrue additional interest each day the payment remains unpaid.When a payment is made towards an account, it initially reflects a pending status. It then takes approximately 24 hours for a payment to apply to the account, depending on the method of payment utilized by our customer. According to our customer’s transaction history, the payments made have posted to the account the following business day. However, there are two (2) payments, made through a third party vendor, that have been made on a Friday, therefore posting to the account on the next business day, Monday. Our customer did previously utilize our one-time ACH payment method, via our online portal, and had success in same-day posting.  We apologize for any further confusion or inconvenience this matter may have caused and wish our customer a speedy recovery. At this time, Bridgecrest would like to offer our customer the requested due date change as a one-time exception. However, this would be the only available due date change for the remainder of our customer’s loan. Our customer will need to contact us at [redacted] to accept our offer. Should our customer have any future inquiries for eligible loan modifications, payment arrangements, or payment concerns, we encourage her to contact our Customer Service team, at [redacted].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

The actions described in her correspondence are clearly not in keeping with Bridgecrest's set standards of service and support. Bridgecrest strives to make each experience both rewarding and pleasant while ensuring that every individual is treated with the utmost respect. We sincerely apologize if...

she feels that she did not receive a pleasant experience. We will be reviewing the comments for any internal action we feel is necessary. On July 11, 2016, the non-customer contacted Bridgecrest regarding collections calls. At this time, the phone number in her complaint has been placed on Bridgecrest’s Global Do Not Call List to prevent any future contact. In addition, according to our records, this was a mistake in identity and no adverse effects have been reported toward her credit by Bridgecrest. Should she wish to have any additional phone numbers placed on our Global Do Not Call List, we would encourage her to contact us at ###-###-####. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, Bridgecrest has sent a $25.00 American Express gift card to the address in her complaint.   Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-#### Please see the attached PDF for the full response.

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

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