Bridgecrest

Please see the attached PDF for the full response.On September 28, 2016, we contacted our customer to address her concerns. We inquired about the $600.00 repair expense in her complaint, and encouraged her to provide us with receipts for review, and the option for possible reimbursement. She stated...

that the expenses she referenced were for non-covered repairs that Bridgecrest had previously assisted with. In addition to the non-covered repairs, she also stated that the expense total included her rental and tow. As the repairs were approved by Bridgecrest, and the rental and tow were approved by Aeverex per the Vehicle Service Contract; our customer did not have additional expenses that required review. Our customers have the option to choose to have their periodic payments automatically withdrawn from their accounts with their financial institution. Should our customer’s change financial institutions or wish to cancel their automatic withdrawal, Bridgecrest requires notification 48 hours in advance due to the possibility that the automatic withdrawal may still attempt to procure a payment. As our customer had changed financial institutions and failed to manually update or notify Bridgecrest within 48 hours, the automatic withdrawal attempted to procure her next scheduled periodic payment. This subsequently generated a non-sufficient funds classification toward her Bridgecrest payment ledger and a $15.00 fee. Due to the circumstances, we advised that we would credit our customer’s payment’s $15.00. Our customer agreed, and we ended correspondence on amicable terms. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, Bridgecrest has applied a credit of $25.00 toward our customer’s principal balance.  Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]. Sincerely,  Brodie H. Customer Relations Department

[redacted]  [redacted]
Review the call. 
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]

December 12, 2016   Revdex.com [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 June 1,...

2016, our customer entered into a Simple Interest Retail Installment Contract with Bridgecrest when she purchased a 2014 Hyundai Accent. Attached you will find a copy of the Retail Installment Contract for your review. The Retail Installment Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. When purchasing a vehicle, Bridgecrest provides our customers with the option to purchase a Creditor Placed Insurance policy (CPI). This policy is available to any customer who has not already obtained any insurance coverage for their vehicle. The CPI policy is a single-interest coverage policy for Bridgecrest and does not directly protect our customer’s interest in the same way that a liability insurance does. At the time of sale, our customer purchased a CPI policy. Attached you will find a copy of the CPI Addendum for your review. Bridgecrest offers a variety of different payment options to our customers including Automated Clearing House (ACH). ACH payments are electronic funds 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 recipients online pay service. As the transaction is administered by a third party, performed online or by mobile application, Bridgecrest direct services are not used to assist with this process. Our customer had recurring ACH payments for both her Bridgecrest loan and her CPI Policy. (Full response provided to the Revdex.com)

I was contacted by Danielle last week and told that this would be resolved this week because the title had in fact been issued.  However I received a call from Danielle yesterday 4/27/17 and she told me that she had mailed the check for the $300.00 but the title to my vehicle was not included because when they received it from the tird party vendor it had again been issued in the previous lessees name.  She did apologize and said that they had requested the title be issued in Drivetime's name and that once she receives it she will have the appropriate person sign the back and mail it to me.  This should be done by next week. Now I have to wait again and then also go through the expense and trouble of having to go to the DMV to get the title issued in my own name which will further delay the process.  This is ridiculous and though she apologized and assured me she would handle it I am very frustrated.  Since I have not received the title in my own hands yet I can't close this matter out and indicate that it has been resolved.  However, once I receive the title to the vehicle I will contact you as well as Drivetime & Bridgecrest and let everyone know the matter has been resolved

On January 29, 2016, our customer made a payment of $600.00. At that time, the account was delinquent for $707.78 at 54 days past due with an upcoming regularly scheduled payment due on January 30, 2016.   On April 6, 2016, our customer made a payment of $400.00. At that time, the account was delinquent for $1,134.38 at 81 days past due with an upcoming regularly scheduled payment due on April 9, 2016.   We were unable to locate any transactions in the amount of $390.00.   Our customer’s account is currently reflecting 46 days past due for the amount of $1,528.48. This amount includes the amount past due ($821.68), insufficient funds fees ($60), late fees ($10), and the remaining balance of the down payment ($636.80). Our customer’s account is showing as such because when we applied the sales tax refund, it reversed and reapplied all payments. We understood this is a technical issue with our program. However, once our customer satisfies the remaining down payment balance, the program will correct itself and apply these payments towards the past due balance.   We are currently attempting to reach our customer and will continue our efforts until we do so.

(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

Later that day, we spoke to our customer and attempted to address her concerns. We discussed the above information and explained that we had made efforts to assist her with curing the account delinquency prior to recovery, but the account had fallen too far past due. We encouraged her to work with...

our Redemptions department for further assistance with reinstating her loan. Due to the sizable past due status of our customer’s loan and the recovery of the vehicle, our customer will need to make a minimum payment of $1,439 to secure the release of the vehicle back into her possession and to ensure the loan is successful upon reinstatement. The sale of the vehicle is currently on hold, pending our customer’s decision to accept our offer and make the aforementioned minimum payment to reinstate the loan. Our offer is valid until August 27, 2017, after which the vehicle will be sold and any proceeds will be applied to the remaining deficiency balance on the loan.

Please see the attached PDF for the full response.
 
On October 17, 2016, we contacted our customer to address the concerns in her complaint. Although our customer is outside of the 60 days, we advised that given we...

had not previously applied her payment as requested we would make an exception and provide her the option to utilize our Interest Rate Buy Down Program. Should she wish to take advantage of our offer, she would be required to make a $600.00 payment. Upon receiving her payment, we will reallocate her initial $600.00 towards the Interest Rate Buy Down Program subsequently lowering her interest rate and payments. As previously stated, since the initial payment was not allocated to the program, if we reallocate it as of that time this will  cause our customer’s loan to fall into a default status for that period of time. Bridgecrest strives to ensure our customers’ success with their loan. Intentionally causing hardships to our customers is not in accordance with our policy, procedures, and applicable laws. Our customer stated she would be unable to accept our offer, and we ended correspondence.
 
On October 18, 2016, Bridgecrest re-sent a check in the amount of $75.00 to our customer’s address on file.
 
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 800-965-8043.
 
Sincerely,
 
Brodie H.
Customer Relations

I had bad credit and was able to lease a car thru bridgecrest they told me it would help my credit well as year later I find out that's not true they don't even report it to a credit bureau I have a year left on the car I found out that Kelly blue book price for this car is 250.00 I owe 9000 they are a total rip off I would not recommend this company to anyone I want out of my lease with out being held accountable for the remainder balance.they have horrible Customer service I had the car only a couple of months when I broke down on the highway lucky that was covered under warranty when it was time for inspection it was 600 dollars for repairs that should have been done before hand that's more than its worth

August 30, 2016   Revdex.com 1010 E Missouri Ave. Phoenix, AZ 85014-4585 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 December July 18, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Chevrolet Malibu. The contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached you will find the Simple Interest Retail Installment Contract, for your reference.   Bridgecrest offers several payment options for our customers’ convenience, including no and low cost options. For example, customer can sign up for recurring ACH (“AutoPay”) at no cost. Our customers are also able to make a payment over the phone, online, or via text with Western Union (“Speedpay”). Both options are processed by a third party vendor who charges a $3.95 convenience fee, as of April 2016, for every payment made. Our customers’ also have the option to make an in-person payment to Bridgecrest via a third party vendor who charges a convenience fee of $1.50-$2.00, depending on the location of the facility they visit (i.e., WalMart). At time of sale, our customer agreed to make 151 bi-weekly payments of $227.46 and one (1) final payment of $224.88 beginning August 1, 2015. Attached is a copy of the payment schedule that was provided to our customer as time of sale. On January 25, 2016, our customer opted to make a payment to Bridgecrest, via one of our third party vendors, in the amount of $455.00, plus a $4.50 convenience fee assessed by our vendor. On January 28, 2016, a payment of $455.00 posted on our customer’s account. On May 18, 2016, Bridgecrest received notice that our customer’s payment, posted onJanuary 28, 2016, had reversed. The payment was removed from our customer’s accountand the funds were returned to our third party vendor.Bridgecrest made multiple, unsuccessful, attempts to contact our customer and advise herof the status of the account.On May 31, 2016, our customer contacted Bridgecrest and was advised her of the statusaccount and encouraged her to submit bank statements for review. Our customerunderstood.Unfortunately, the requested documentation was not obtained and Bridgecrest resumedattempts to cure the account delinquency.On June 27, 2016, our customer contacted Bridgecrest and stated she had spoken to herthird party financial institution and no funds were credited back to her account for thereversed payment posted on January 28, 2016. Again, Bridgecrest encouraged her to submitdocumentation confirming that the payment had been drafted for further review.On July 5, 2016, Bridgecrest contacted our customer and advised her that we received thedocumentation for the reversed payment in question and would have the payment reappliedto the account. In addition, we provided our customer with four (4) paymentdeferments to assist in bringing the account current.After further review of the account, it appears the payment in question was not reappliedto our customers account. We apologize for any confusion or inconvenience this mattermay have caused.On August 25, 2016, Bridgecrest contacted our customer to advise her that another requestwill be submitted to have a payment of $455.00 credited towards her account and backdatedto post for January 28, 2016. Our customer requested to be contacted once the paymentwas applied and was satisfied with the resolution provided.On August 29, 2016, Bridgecrest contacted our customer and advised her that a credit for$455.00 had posted towards her payments.Bridgecrest thanks the Revdex.com for their ongoing support. Should youhave any questions or concerns, please contact us at [redacted]. Formerly DT Credit Compa

[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:
Thank you for getting involved and for quick attention. They talked like situation is resolved,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 June 1st payment is taken out automatically like it was supposed to be, for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

(Please see attached for full response)On July 24, 2017, our customer contacted Bridgecrest to follow up on the frequency change. Bridgecrest explained the frequency change had been declined as a result of the submission error and advised we would resubmit the modification request immediately. The...

Bridgecrest representative explained upon approval, the new payment terms would yield a semi-monthly frequency and higher payment amount. Our customer declined the change at this time and requested another deferment instead. Specifically, our customer requested that the payment due July 22, 2017, be moved to July 31, 2017. We advised we were unable to do so as his account was not eligible since he recently completed payment deferments within the last six months. We encouraged our customer to bring the account fully current and reach out to review for further assistance. On July 29, 2017, Bridgecrest reached out to our customer to discuss his concerns. After our discussion regarding his pay dates, we offered to approve and complete a frequency change. Our customer stated he was unsure if he wanted to complete the frequency change or continue with payments as they are. We encouraged him to contemplate his options and reach out to us to advise his decision. The call ended on amicable terms. On July 31, 2017, Bridgecrest reached out to our customer to discuss his decision. Our customer opted to complete the frequency change. We advised his next due date would be August 16, 2017, and the 1st and 16th of every month following. We advised his new payment amount is $247.66 and explained the modification completion process. Our customer understood and the call ended on amicable terms. We will continue to work with our customer through the completion of the accepted resolution.

December 21, 2016   Revdex.com [redacted]
[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 March 13,...

2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Chevrolet Cruze. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Additionally, our customer purchased a 5 year/50,000 mile Vehicle Service Contract serviced by Aeverex. The cost of the Vehicle Service Contract was $2,895.00. Attached you will find a copy of the Retail Installment Contract and Vehicle Service Contract for your review. On April 15, 2015, our customer spoke with Aeverex to inform them that the check engine light was on and the vehicle was shaking. Aeverex referred our customer to an in-network repair facility for a vehicle diagnosis and for a claim to be filed. On April 20, 2015, the in-network repair facility spoke with Aeverex to file a claim. The repair facility suggested a valve cover gasket replacement. The valve cover gasket is a non-covered component under the terms of the Vehicle Service Contract therefore; Aeverex denied the repair. On this same day, our customer spoke with Bridgecrest to inform us of needed repairs and requested assistance. Bridgecrest informed our customer that we would review the estimate to see if there were any possible exceptions that could be made. On April 21, 2015, Bridgecrest made an exception and provided approval for our customer’s repairs for the valve cover gasket totaling $152.03. Our customer was responsible for the deductible of $100.00, per her Vehicle Service Contract. (Full Response provided to the Revdex.com)

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

(Please see attached for full response)The following steps were taken to address our customers concerns:·         On October 27, 2015, our customer’s December 26, 2014 payment was located and applied to her...

account.·         On February 27, 2016, the cease and desist for outside counsel was removed as the attorney confirmed he was not retained by our customer but his client did have the same name. ·         On February 27, 2016, Bridgecrest waived our customer’s recovery fee of $450 as a goodwill gesture. Our customer was responsible for the remaining balance of $664.96 to reinstate the account.On March 10, 2017, Bridgecrest offered to apply a two payment credit of $411.04 to our customer’s account as an additional goodwill gesture.  Our customer accepted our offer and we confirmed her next due date of April 7, 2017. We came to an amicable resolution with our customer and we encourage her to contact us with any future concerns or questions.We apologize for any frustration or inconvenience this matter may have caused. We will remain in contact with our customer through the accepted resolution.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

For full response, please see attached. DriveTime has investigated this matter internally and have concluded our customer’s refund request was not submitted in a timely manner. The refund request was submitted on April 12, 2017, the check was issued and sent out on April 14, 2017. The check was...

sent with an estimated time of arrival of 7-10 business days. DriveTime has since voided the check and reissued a new check to be overnighted directly to our customer. The check was overnighted on April 26, 2017, with a confirmed delivery of April 27, 2017.   We have advised our customer of the above aforementioned process of resolution and she has express satisfaction with the outcome. Bridgecrest apologizes for the delay and inconvenience this may have caused. As a goodwill gesture, we have sent our customer a $25.00 American Express gift card to her address on file. Should she have any additional concerns or questions, 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,   Danielle C.  Customer Relations

July 29, 2016   Revdex.com Ph. (602) 212-2232 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 4,...

2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2014 Hyundai Elantra. The contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached you will find the Simple Interest Retail Installment Contract, for your reference.   At the time of sale, our customer agreed to make 145 bi-weekly payments of $220.97 and one (1) final payment of $219.65 with an Annual Percentage Rate of 22.613%, beginning February 20, 2016.     We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity to the three Major Credit Reporting bureaus.   On May 28, 2016, our customer contacted Bridgecrest and indicated that her payment history was not being reported accurately to the credit bureaus.  Bridgecrest advised her that we would submit a request and look into her concerns.   On June 1, 2016, Bridgecrest confirmed that our customer’s trade line and payment history was reporting accurately.   On July 6, 2016, our customer contacted Bridgecrest and indicated concerns with her trade line and payment history not being reported to the three Major Credit Reporting bureaus. We advised our customer that updates are sent to the Credit bureaus once a month and we have previously confirmed that her trade line and payment history were up to date. Our customer was not satisfied with Bridgecrest’s response.  Continued... (Full version provided to the Revdex.com) Tell us why here...

(Please see attached for full response)
According to Page 4 of the Contract, in the section
New Roman", serif;"> labeled “Default”, it states:
 
You will be in default if any of the following occurs (except as may be prohibited by law):
1. You fail to make any payment due under this Contract in full, including any down payment, in full when such payment is due…
8. The Vehicle is lost, damaged beyond repair, or destroyed or any other event occurs that causes us to believe that our prospects for payment or realization upon the Vehicle are impaired.
 
If you are in default…we may take back (repossess) the Vehicle.
 
On October 19, 2016, at 36 days past due, the vehicle was successfully recovered. Our customer reached out to Bridgecrest. We allowed our customer to redeem the vehicle. We further explained the negative impacts if the account were to become delinquent in the future. Our customer accepted the redemption offered and the payments were made.
 
On October 24, 2016, we successfully made contact with our customer. Our customer expressed her frustrations about the vehicle being recovered so soon. We apologized and explained first payment default. Our customer confirmed that the vehicle was back in her possession and the call was ended on amicable terms.
 
We apologize for any frustration or inconvenience this matter may have caused. As a gesture of goodwill, we have applied a $25.00 credit our customer’s principal balance.
 
Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
 
Sincerely,
 
Jessica H.
Customer Relations

Please see the attached PDF for our full response. On November 11, 2016, we contacted our customer to address the concerns in his complaint. Our records do not indicate an error was caused on Bridgecrest’ s end and we are unable to determine the underlying issue that caused the above-mentioned...

automatic withdrawal payments to reverse. Furthermore, our customer is adamant that the funds were available in his account at the time the funds were withdrawn. Bridgecrest has offered to make an exception to allow our customer to use the full $1,500 in accumulated Lease Reward Credits toward his remaining balance. In addition, as a goodwill gesture, Bridgecrest has credited our customer’s Lease account the remaining $34.99, settling the entirety of his Lease to Purchase payoff. This will allow Bridgecrest to begin the process of sending our customer the title to the vehicle and remove the lien. We will not be able to assist our customer with the thermostat and air door actuator motor repair. Our customer agreed to our offer and we ended our correspondence on amicable terms. We apologize for any confusion or convenience this matter may have caused. Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]. Sincerely, Brodie H.Customer Relations Department

To Whom It May Concern:Thank you for bringing this matter to our attention. We appreciate the opportunityto address our customer’s concerns.On November 17, 2015, our customer entered into a Simple Interest RetailInstallment Contract when she purchased a 2014 Toyota Camry from DriveTime.The Contract...

was subsequently assigned to DT Acceptance Corporation, now knownas Bridgecrest Acceptance Corporation. Attached you will find the Simple InterestRetail Installment Contract for your reference.At the time of sale, our customer agreed to make 156 bi-weekly payments of$225.45 beginning on December 14, 2015 with one final payment of $223.44 onDecember 6, 2021.On August 25, 2016, our customer contacted Bridgecrest to set up a paymentarrangement. She informed us that she would be able to make a payment of $676.35on August 31, 2016.On August 31, 2016, Bridgecrest received a payment of $676.35 but it was reverseddue to insufficient funds on September 6, 2016.On September 7, 2016, our customer contacted Bridgecrest to check on the status ofher account. We informed her that her payment had reversed due to insufficientfunds. She advised us that her bank statement reflects that the payment had cleared.Bridgecrest informed our customer to seek clarification from her bank as it wasreversed in our systems on September 6, 2016. Formerly DT Credit Company, LLCPO Box 29018Phoenix, Arizona 85038On September 8, 2016, our customer contacted Bridgecrest to inform us that shewill be sending in a bank statement to prove the payment was drafted from herbank account.On September 9, 2016, after reviewing the bank statement provided, we informedour customer that we would need a running bank transaction history rather than aweek’s worth of transactions. It should reflect a week prior to the transaction dateand up to that day’s date, September 9, 2016. Our customer understood and advisedshe would have her bank send an updated version.On September 10, 2016, Bridgecrest reached out to our customer in regards to thebank statement. We advised her that the bank statement she sent had beentampered with. We informed her that without a running bank statement, free of anymodifications, we are unable to provide further assistance.At this time, Bridgecrest has not been able to reach our customer nor have wereceived an unaltered copy of our customer’s bank statement. We will continue ourefforts to reach our customer in attempt to reach an amicable resolution.We apologize for any inconvenience or confusion this matter may have caused. As agoodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principalbalance.Bridgecrest thanks the Revdex.com for their ongoing support. Shouldyou have any questions or comments, please contact our Customer RelationsDepartment at [redacted].Thank you,