Bridgecrest

October 24, 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 re-address our customer’s concerns.   On October 18, 2016, we spoke with our customer regarding her concerns. We advised her that we would credit the account $34.60 to bring it current, as a goodwill gesture. We further explained that our records indicated that the account legitimately went over 30 days past due, and that we would not be able to remove the mark from her credit reports without evidence that the reporting was inaccurate.   Our customer stated that she believed she had made a payment in August for approximately $308.00. Were that the case, it would indeed mean her account had never gone over 30 days past due. We advised our customer that we did not have a record of that payment.   We sent our customer a copy of her transaction history, and asked that she review it and compare it to her records. We also requested that she send us any information she had that would support her contention so that we could review it. We have not yet received any such information.
FULL RESPONSE ATTACHED

[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]

(Please see attached for full response)Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.All seven conversations that took place with our customer between July 31 and August 31, 2017, were reviewed to ensure information was provided accurately and all policies and procedures were followed. We can provide our customer dates and times for each call but are unable to share recordings.As mentioned in our previous response, on August 31, 2017, our customer’s account was reflecting 40 days past due. Bridgecrest is required to report accurately to all three major credit bureaus. As such, we are unable to accommodate his request to remove the late mark, as it is accurate.Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations department at [redacted].

We apologize that we have been unable to come to an amicable resolution with our customer. After thorough review of her account and loan history, Bridgecrest has determined that we have adhered to all terms of the Contract throughout our administration of our customer’s loan. Likewise, all of our practices pertaining to our customer’s loan have been in compliance with state and federal law.

(Please see attached for full response)According to Page 4 of the Contract, in the section labeled “Default”, it states:  You will be in default if any of the following occurs (except as may be prohibited by law): 1. You fail to make any payment due under this Contract in full, including any...

down payment, in full when such payment is due… 8. The Vehicle is lost, damaged beyond repair, or destroyed or any other event occurs that causes us to believe that our prospects for payment or realization upon the Vehicle are impaired. If you are in default…we may take back (repossess) the Vehicle. On October 19, 2016, at 36 days past due, the vehicle was successfully recovered. Our customer reached out to Bridgecrest. We allowed our customer to redeem the vehicle. We further explained the negative impacts if the account were to become delinquent in the future. Our customer accepted the redemption offered and the payments were made. On October 24, 2016, we successfully made contact with our customer. Our customer expressed her frustrations about the vehicle being recovered so soon. We apologized and explained first payment default. Our customer confirmed that the vehicle was back in her possession and the call was ended on amicable terms. We apologize for any frustration or inconvenience this matter may have caused. As a gesture of goodwill, we have applied a $25.00 credit our customer’s principal balance. Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]. Sincerely, Jessica H.Customer Relations

(Please see attached for full response)On December 2, 2016, our customer contacted Bridgecrest and spoke with a supervisor. Our customer requested that no calls be made to his cell phone. We explained removing a phone number from the account may prevent proper notification regarding account. We...

further explained the account was 20 days past due and attempted to set payment arrangements to cure the past due balance. Our customer’s cell phone number was then added to the Do Not Contact list. On December 8, 2016, we contacted our customer to discuss his concerns. We thoroughly explained the above-mentioned timeline and information. We expressed our apologies for the customer service received. We then offered to credit our customer’s account one bi-weekly payment of $224.61. Our customer accepted the offer 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. 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 his experience. 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 June 2, 2017, our customer contacted Bridgecrest to advise she submitted documents to have the MotionGPS cancelled in April and inquired if her refund could be expedited, now that the account was paid in full. We explained how to process worked for ancillary...

product refunds and advised we were unable to expedite it as there were various departments involved. Our customer requested to have a manager contact her to further address her concerns.Later this same day, a manager attempted to contact our customer on the number listed in the account but was unable to reach her.On June 7, 2017, Bridgecrest reached out to our customer to discuss her concerns. Our customer advised she was concerned with the timeframe previously provided to her regarding the refund check and the experience with the previous customer service representative. We apologized for her experience and further advised we were able to get her refund expedited and overnight it to her by June 8, 2017. Additionally, we offered to send our customer a $50.00 American Express gift card as a goodwill gesture. Our customer accepted our offer, verified her address, and our correspondence ended on amicable terms.At this time, Bridgecrest has mailed our customer her MotionGPS refund check and the $50.00 American Express gift card. It was successfully delivered on June 8, 2017. We will continue to review our internal refund process and will handle all applicable training opportunities internally.

(Please see attached for full response)On June 17, 2017, an in-network repair facility contacted Aeverex to advise the mass airflow sensor needed replaced. Aeverex did not authorize the repairs, as they are non-covered under the Vehicle Service Contract.On June 19, 2017, the authorized third party on our customer’s account contacted Bridgecrest to advise he had taken the vehicle into the repair facility. He explained he did not agree with their diagnosis because he had previously replaced the mass airflow sensor with the original equipment manufacturer. He requested to be removed from the vehicle. We advised we would review the situation and reach out to our customer with any available offers.Later this same day, Bridgecrest reached out to our customer and offered to remove her from this vehicle and place her into another. Our customer declined stating she just wanted to be removed from the vehicle. We then offered to remove her from this vehicle and provide her with a refund totaling $178.02: the $400.00 down payment minus the past due balance of $221.98. The customer would be required to return the vehicle and complete this process within the next 48 hours. Our customer accepted our offer.Following this conversation, the authorized third party contacted Bridgecrest to advise, due to a prior engagement, they would be unable to go to the dealership within the 48-hour time frame. We advised we would make the exception to extend the time frame through end of business Friday, June 23, 2017. We will continue to remain in contact with our customer through the completion of the accepted resolution.

Re: Complaint # [redacted]To Who It May Concern:Thank you for bringing this matter to our attention. We appreciate the opportunity to address ourcustomer’s concerns.On April 21, 2014, our customer entered into a Simple Interest Retail Installment Contract withDriveTime when she purchased a 2012 Ford...

Fiesta. The Contract was subsequently assigned to DTAcceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached you willfind the Simple Interest Retail Installment for your reference.On December 15, 2015, our customer’s account fell delinquent and has not been current since.On May 18, 2016, at 125 days past due, Bridgecrest exercised our contractual option to set thevehicle out for recovery.On page 3 of the Simple Interest Retail Installment Contract, under subsection Default it states:“You will be in default if any one of the following occurs (except as may beprohibited by law):1. You fail to make any payment due under this Contract, including any downpayment, in full when such payment is due….If you are in default… we may take back (repossess) the Vehicle.”On May 20, 2016, we recovered the vehicle.Throughout the period between the first delinquency and the day the vehicle was recovered, wewere unsuccessful in trying to reach our customer in attempt to cure the past due balance and adviseher of the recovery of the vehicle.On May 24, 2016, our customer contacted Bridgecrest inquiring about redeeming the vehicle. Weinformed her the total to redeem the vehicle would be $2,139.66, which includes the past duebalance, recovery fees, and late fees. However, we offered to redeem the vehicle for $835. Thisincludes the recovery fees ($275.00), late fees ($20), and 1 ¼ monthly payments ($540). Our customer informed us she would be able to make a $300 payment that day and pay theremaining $535 by that upcoming Saturday, May 28, 2016. We advised her these paymentarrangements would place a “hold on the vehicle,” meaning it would not be sold at auction. At thatpoint, the vehicle had been transported to the auction lot.On May 26, 2016, our customer made a payment of $301.00.On May 27, 2016, our customer contacted Bridgecrest to make her final payment of $234.00, toredeem the vehicle. We informed her that the vehicle arrived at the auction lot and it would be herresponsibility to pick it up. Our customer inquired why she was told the vehicle would have a holdplaced on it. We apologized for any miscommunication or misunderstanding and explained that wecould not place a transport hold on a vehicle that was in the middle of being transported. We advisedher of our attempts to contact her before and after the vehicle was out for recovery.On May 31, 2016, we sent the approval to have the vehicle released from the auction. However,our customer would be responsible for obtaining possession of the vehicle from the auction lot.On June 2, 2016, we spoke with our customer in attempt to address her concerns. We informed herwe would transport the vehicle back to her nearest DriveTime Dealership and provide a fourpayment deferment to bring the account current. Our customer expressed satisfaction with our offer.We will continue to work with our customer until we execute all that we have promised.We apologize for any confusion or inconvenience this matter may have caused.DriveTime thanks the Revdex.com for their ongoing support. Should you have anyquestions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer 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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

(Please see attached for full response)Attached is the Notice of Default and Consumer’s Right to Cure letter for your reference.We have reviewed our files and found that the administration of our customer’s account has been handled in accordance with our standards, procedures, and all applicable...

laws.At this time, we are unable to accommodate our customer’s request to change her due date. Bridgecrest provides our customers the ability to set call window preferences for cell phone numbers: specific windows of time during the day, specified by our customer, when calls are able to be received. Our customer also has the option to place her number on a restricted call list resulting in a cease of telecommunication efforts to her, for any reason. However, Bridgecrest encourages our customer to remain in contact with us, at[redacted], regarding her payments and payment arrangements.We have made several unsuccessful attempts to contact our customer to further discuss her concerns, but will continue our attempts to do so. As a gesture of goodwill, we have applied a $25.00 principal balance credit towards our customer’s account.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

To Whom It May Concern,On April 21, 2015, our customer entered into a Lease Contract with DriveTime when she leased a 2005 Toyota Sienna. While DriveTime originated the Lease and is the Lessor,Bridgecrest Credit Company is the servicer of the Lease.When a consumer purchases or leases a vehicle, that...

vehicle is subject to sales tax. Sales tax is governed by state laws, which vary by jurisdiction. The sales tax is typically determined by the county where the purchaser/leaser resides. Under the terms of our customer’s lease contract, customers are subject to and responsible for any assessments or fees that DriveTime/Bridgecrest pays on their behalf, at the time of contracting, or any other time thereafter. This includes, but is not limited to, taxes.In this case, our customer leased the vehicle in Missouri which yields a sales tax of 4.225%. However, when calculating sales tax as stated above, it is based on the state and county our customer’s reside in. Our customer currently resides in the state of Kansas.Initially, when she leased the vehicle the tax rate was 6.15% in Kansas and her bi-weekly payments were $230.50. In July of 2015, the state of Kansas taxes raised to 6.5%subsequently causing our customer’s payments to increase by $0.75. Due to the raises oftaxes, her payments were adjusted to reflect the current tax addition in the amount of$231.25 on July 11, 2015. Bridgecrest, like all other commercial industries within the United States are subject to state and county tax. In addition, like other commercial entities, DriveTime is not notified when state and county tax changes occur. However, we must adhere to the regulations of each state to which we operate, therefore, we have taken the appropriate measures to ensure that all accounts are subject to required adjustments. We also encourage our customers to contact Bridgecrest lease customer service when these changes occur.On August 24, 2015, our customer contacted Bridgecrest regarding her payments. The lease representative assisting our customer advised that she was past due $2.23. Our customer stated she was notified that her payments were $230.50 and inquired about thedelinquency. At this time, our records indicate that our customer was not advised of the state tax adjustment. Our customer was advised that her payments increased and payment arrangements were made for $233.48. Bridgecrest offers a variety of different payment options to our customers includingAutomated Clearing House (ACH). ACH payments are electronic fund transferred from one bank account to another. An ACH debit requires the payee to provide a routing number and bank account number to complete their payment through the recipientsonline pay service. This method of payment can be structured for automatic withdrawal.Should a payment amount change for any reason, it is the customer’s responsibility to make the necessary adjustments with their financial institution or Bridgecrest’s lease customer service department.On March 21, 2016, our records indicate that our customer’s ACH payments had not been adjusted to cover the full $231.25. Our customer expressed concerns regarding a past due balance. The assisting Bridgecrest representative advised our customer that she believed the past due amount was due to a change in Kansas state tax. However, the representative was unable to confirm that this was in fact accurate and advised that a lease manager would follow-up with our customer.The next day, a lease manager contacted our customer regarding the status of her lease account. We advised that although our customer opted to enroll in ACH, the taxation within her state adjusted to a higher percentage subsequently causing her payments to increase. Due to the increase, our customer had accrued a delinquent balance of $14.23.Our customer became escalated due to Bridgecrest’s inability to inform her of the tax adjustment and ended the call.On June 14, 2016, our customer contacted Bridgecrest regarding a past due balance. Ourrecords indicate that our customer had accumulated a delinquency of $18.73. The assisting Bridgecrest representative advised that our customer’s ACH periodic bi-weeklypayments were in the amount of $230.50. Because of the taxation change in the state ofKansas, each periodic payment since July of 2015, was $231.25. Therefore, every ACHpayment made since that date accrued a delinquency of $0.75. To resolve our customer’sconcerns, due to the confusion the tax adjustment caused, the lease representative initiated a credit of $18.73 as a good will gesture. In addition, our customer authorizedthe lease representative to discontinue her current ACH payments; then reinstate herACH with accurate payment amount of $231.25.On January 10, 2017, we spoke to our customer to address the concerns in her complaint.Our records indicate that our customer was $32.40 delinquent. We advised that the underlying issue causing our customers confusion originates from an increase in the taxes by her state/county. In addition, we advised that Bridgecrest is not intentionally causing her payments to increase and that we are governed by the regulations of her state. Bridgecrest understand and recognizes this process has caused our customer legitimate confusion. Given that, Bridgecrest has applied a goodwill credit of $32.40. Our customer was satisfied with our resolution and we ended correspondence on amicable terms.After further in depth review we found that our customers lease of the vehicle and the administration of her lease account were handled in accordance with our standards procedures and all applicable laws. Bridgecrest is also currently aware that an additional tax adjustment has occurred in our customer’s state/county. As such, our customer’s periodic bi-weekly payments are now $234.47. We strongly encourage our customer to contact Bridgecrest’s lease customer service department at (800) 813-5883 for assistancewith adjusting her ACH payments.We apologize for any confusion or inconvenience this matter may have caused. As an additional goodwill gesture, Bridgecrest has applied a $25.00 credit toward our customer’s lease account.Bridgecrest thanks the Revdex.com for their ongoing support. Should youhave any questions or concerns, please contact us by calling us at [redacted] Sincerely, Brodie H. Customer Relations Department

October 19, 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 December 10,...

2015, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2012 Mazda 2 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. At the time of sale, our customer agreed to make 59 monthly payments of $341.60, and 1 final payment of $340.95, beginning January 11, 2016.   Our customer’s account currently shows as $34.60 past due. This discrepancy began with the payment our customer made in May; on May 25, 2016, our customer made a payment of $311.00, or $30.60 less than the amount due.   On August 9, 2016, our customer contacted Bridgecrest to request a change in her due date. Our representative advised her at that time that the account was $30.60 past due, and submitted to have our customer’s due dates changed from the 11th of each month to the 18th.   No payment was received for the month of August, and on September 13, 2016, the account became 16 days past due. At 16 days past due, the account incurred a late fee of $5.00, bringing the amount owed to $35.60, not including the full payment that was also past due on that date.FULL RESPONSE ATTACHED

For full response, please see attached. On July 24, 2017, after the second successful payment was processed, our customer contacted Bridgecrest to advise the banking information used for AutoPay was not for his checking account, but his savings account. Our customer explained he had been...

charged overdraft fees, totaling approximately $76.00.  On this same day, our customer was advised Bridgecrest would like to review bank statements for reimbursement of overdraft charges incurred from the customer’s financial establishment.  As of July 31, 2017, we made contact with our customer regarding the situation and have requested he send us bank statements verifying expenses incurred from overdraft fees. Our customer also stated the amount of overdraft and other fees has increased since the original conversation but could not provide the increased amount.  At this time, we are awaiting the requested documentation to be received from our customer. Once received, we are happy to review these documents for reimbursement as a gesture of goodwill.

Please see the attached PDF for the full response. On May 23, 2016, our customer sent a payoff check in the amount of $17,673.69 to satisfy her loan.   If our customers wish to cancel their Vehicle Service Contract or GAP Addendum they can do so at any time by contacting Bridgecrest or the...

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

On May 11, 2016, an in-network repair facility filed a claim with [redacted] for the water pump, corroded radiator, coolant, gas cap, brake pads, and cooling system diagnosis. [redacted] approved the aforementioned repairs under the terms of the Vehicle Service Contract with the exception of the brake...

pads and gas cap as they are non-covered.   We believe we have provided all applicable support assisting our customer with the mechanical issues the vehicle has had. Our customer has been driving the vehicle approximately 3 months since the corrosion issue was documented and continues to drive the vehicle. Our records do not indicate that additional corrosion/rust concerns have been reported, nor have we received any documentation or photographs for review.   On August 29, 2016, we contacted our customer to address the concerns in her complaint. We advised that at this time, we would be unable to accommodate her request to exchange the vehicle and enter into a new Simple Interest Retail Installment Contract. In addition, we encouraged her to take the vehicle to an in-network repair facility to have the vehicle diagnosed and a claim filed with [redacted]. Should the repair facility diagnose excessive corrosion or rust issues; we will re-assess any and all options for possible assistance. Likewise, we have requested an itemized estimate and photographs from [redacted] for review.   We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, Bridgecrest has applied a $25.00 credit toward our customer’s principal balance.   Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].   Sincerely,   Brodie Customer Relations

To All Parties Concerned:After careful review of the Drive Time proposal it is totally rejected for the following reasons: 1. We purchased under contract the 2014 [redacted]k in good faith and became victimized by overt policies.2. Lienholder/Customer Relations slant of resolve is not beneficial except to their corporation(s).3. A grave error/act was made on the part of Lienholder and its operatives as stated in the original Revdex.com complaint.4. Miscommunications between Lienholder and its operatives and the liable Insurance Company as to repair and return of said created this entire unresolved issue.5. A innocent 10 year child and family were injured via no fault of their own and Lienholder and its operatives removed a vehicle that was to be returned to them after repair.6. Lienholder shut down and locked out purchasers' account making timely automatic and manual payments impossible.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 10, 2017, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2012 Jeep Liberty from DriveTime. The Contract was subsequently...

assigned to Bridgecrest Acceptance Corporation (Bridgecrest). Attached is a copy of the Simple Interest Retail Installment Contract for your reference. At the time of sale, our customer was provided a 30-days / 1,500-miles DriveCare Limited Warranty,administered by Silver Rock. Our customer also elected to purchase an additional 5-years /50,000-miles Vehicle Service Contract, also administered by SilverRock. Attached is the DriveCare Limited Warranty and Vehicle Service Contract for your reference.At DriveTime, we aim to avoid mechanical failure by inspecting our vehicles prior to sale.All of our vehicles are inspected at a DriveTime Inspection Center. However, if a part is not failing at the time of the inspection, it does not need to be replaced. Furthermore, due to the nature of specializing in pre-owned vehicles, it is difficult for us to determine when and what type of repairs may be needed post-sale. For this reason, we provide all customers with a Drive Care Limited Warranty which allows most mechanical concerns to be addressed within the first 30 days/ 1,500 miles after purchase with no out-of-pocket expense to our customer. Additionally, we encourage our customers to purchase extended coverage to utilize in the event of future mechanical repairs.On February 23, 2017, a claim was initiated by an in-network repair facility for the check engine light indicator. Per the repair facility’s diagnosis, SilverRock authorized the replacement of the fuel tank with no out of pocket expense to the customer, under the terms of the DriveCare Limited Warranty. The repair facility advised the repairs were expected to be completed by February 27th, 2017.On March 27, 2017, a claim was initiated by an in-network repair facility for the right rear purge valve hose. Silver Rock advised this is a non-covered component under the Vehicle Service Contract. Generally, non-covered components would be the responsibility of the customer. However, after further review, DriveTime offered to cover the cost of the repairs with no out-of-pocket expense to our customer. Per the repair facility, these repairs were expected to be completed by March 30, 2017.On April 3, 2017, Bridgecrest contacted our customer to discuss his concerns. He explained the vehicle is currently at the repair facility for further repairs. We offered to review options of possible assistance once a claim has been filed with SilverRock. However, at this time,no claim has been initiated with Silver Rock. We will continue our efforts to assist our customer in order to ensure an amicable resolution is reached. Bridgecrest thanks the Revdex.com for their continued support. If you have any questions, please contact us 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 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].

On June 27, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Chevrolet Equinox. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest). Attached is the...

Simple Interest Retail Installment Contract for your reference.   Although we appreciate our customer’s consistent and on-time payment history, Bridgecrest does not have a refinance program available for our customers. We appreciate our customer’s business but encourage her to explore refinancing options through third parties, such as a credit union or bank if she wishes to refinance.   At this time, Bridgecrest is unable to accommodate our customer’s request to lower her APR. Bridgecrest has made several unsuccessful attempts to reach our customer to discuss her concerns but will continue our efforts to do so. We apologize for any frustration or confusion this matter may have caused. As a goodwill gesture, Bridgecrest has credited our customer’s principal balance $25.00.