Capitol Hill Flower & Garden Inc

Bridgecrest has not been able to reach our customer, however, we have credited our customer’s account $426.62, two bi-weekly payments as a goodwill gesture to honor the deferment that was offeredAs stated above, we apologize for any frustration experienced by our customerWe encourage our
customer to contact us at her earliest convenience so we may revisit the possibility of completing the requested frequency changeBridgecrest cannot initiate the frequency change without discussing the new payment amounts with our customer We thank you for your ongoing support in allowing us the opportunity to address our customer’s concernsWe will continue our efforts in reaching our customer so we may accommodate her request to be placed on a semi-monthly payment frequencyAdditionally, if our customer is currently experiencing mechanical issues with the vehicle, we encourage her to utilize www.sr-repairs.com to locate a nearby in-network repair facilityShe may have the diagnosis completed there and have the claim initiated with SilverRockSilverRock will determine coverage based on the repairs requestedShould you, or our customer, have any questions, feel free to contact our Customer Relations department at ###-###-####

June 6, Revdex.com Ph(602) 264-Fax (602) 263-0997 Re: Complaint # *** To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn June 24, 2015, our customer entered into a
Return Anytime Lease Contract with DriveTime when she leased a Chevrolet HHRAttached you will find a copy of the Contract for your reviewThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationOn July 7, 2015, our customer contacted DriveTime to advise that she had been involved in an accidentOur customer provided our representative with a claim number and advised that they would update DriveTime when they had more informationOn July 18, 2015, our customer’s insurance company contacted DriveTime to advise that the vehicle was a total lossOn July 30, 2015, DriveTime and our customer’s insurance company completed the total loss processOn August 1, 2015, DriveTime placed our customer in a new vehicleOn August 3, 2015, our customer called to state that a payment had been drafted from her account for $for the previous vehicleOur customer requested that this payment be refunded, as she no longer had the vehicleDriveTime has confirmed our customer has received the payment refundBetween August 13, and June 3, 2016, our customer had inquired with multiple representatives about receiving reimbursement for overdraft charges assessed through TD Bank totaling $Our customer had been instructed to send in a running bank statement showing the Bridgecrest transaction as well as any related overdraft chargesOn September 14, 2015, our customer sent in a signed letter from TD Bank stating overdraft transactions had occurredBridgecrest was unable to accept this letter since it did not include a running balance(FULL VERSION ATTATCHED)

On March 1, 2017, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Nissan Versa from DriveTimeThe Contract was subsequently assigned to Bridgecrest Acceptance Corporation (Bridgecrest)Attached is a copy of the Simple Interest Retail Installment
Contract for your reference. Upon a thorough investigation into our customer’s account, Bridgecrest found a systematic internal error was made regarding a voluntary repossessionOur records indicate the vehicle remained in our customer’s possession, while he continued to maintain a perfect payment historyWe sincerely apologize for the frustration and inconvenience this may have caused. On May 17, 2017, Bridgecrest contacted our customer to provide an explanation for the events which have transpiredWe advised him we are correcting our credit reporting so it accurately reflects the status of his account; which is current with zero delinquenciesWe informed him we would send him a credit rating letter once this correction has been madeOur customer was satisfied with our conclusion and we ended the call on amicable terms.At this time, Bridgecrest will continue to review our customer’s account along with any correspondence that transpired with our customer for all internal training opportunitiesAs a goodwill gesture, Bridgecrest is crediting a regular bi-weekly payment of $towards our customer’s accountWe ask our customer give 30-days for all three credit reporting agencies to update accordinglyShould our customer notice any further credit reporting discrepancies after this time frame, we encourage him to contact our Customer Relation’s department immediately at *** ***Attached is the credit rating letter sent to our customer on May 18, for your reference

[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 ***, 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,
*** ***

For full response, please see attached. Bridgecrest has searched for any repair history while the vehicle was in our customer’s possessionWe are able to confirm no claims have been initiated through our customer’s Vehicle Service Contract administrator, ***However, we encourage him to
contact ***, at *** ***, when experiencing any mechanical concerns with the vehicle and encourage him to have a claim called into *** as soon as possible We sincerely apologize for any inconvenience or frustration this matter may have caused As a goodwill gesture, we have applied a two (2) bi-weekly payment credit towards our customer’s payments, totaling $436.52, bringing his account current and making his next payment due June 17, We have made two attempts to contact our customer, but have not been able to discuss his concernsOn our second attempt, our customer requested we cease calls to himAt that point, his phone number was immediately placed on our internal Do Not Call listBridgecrest will no longer be able to make outbound calls to the number our customer requested not to be called onOur customer will need to contact us directly for any inquiries, questions, or to discuss this status of his account in the futureShould our customer wish to discuss this matter further, we encourage him to contact our Customer Relations department, at *** ***. Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at *** *** ***. Thank you, Danielle C Customer Relations

To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On November 21, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a Nissan MuranoThe Contract was
subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationThe vehicle came with a day/1,mile DriveCare Limited Warranty, administered by *** Our customer purchased an additional 5-year / 50,000-mile Vehicle Service Contract, also administered by *** Attached will be the Simple Interest Retail Installment Contract, the DriveCare Limited Warranty, and the Vehicle Service Contract for your referenceDriveTime does not compete on price, nor do they hide itThey encourage our customers to research all aspects of their purchase prior to saleIn fact, the majority of people who visit DriveTime’s website review inventoryThey believe a large number of our customers review inventory online, including vehicle pricing, before coming to their dealershipsDriveTime also post the prices of our vehicles on all of the vehicles at their dealershipsOn November 26, 2014, our customer contacted *** to voice concerns with a key fob issue and the vehicle not starting*** encouraged her to have a diagnos is completed at an out-of-network repair facility.On March 30, 2015, our customer contacted *** to express concerns with the check engine light and exhaust issues*** informed her that the exhaust is non-covered under the Vehicle Service Contract. On April 20, 2015, our customer informed *** that she had driven over a large hole in the road, causing the axle to fail, the wheel to bend, and the tire to go flat*** advised her that physical damage is non-covered under the Vehicle Service Contract.On December 2, 2015, our customer informed Bridgecrest that she had paid $out of pocket for repairs on the vehicleWe advised that we would submit a payment deferment modification to management for reviewHowever, we requested the repair receipts to continue the review and deferment process.On December 3, 2015, after receiving and reviewing the repair receipts, Bridgecrest approved a payment deferment modification.On December 11, 2015, Bridgecrest finalized the payment deferment modification for our customer.On May 6, 2016, our customer informed Bridgecrest that she paid $1,for the alternator, wiring for the alternator, towing, replacing the exhaust, and replacing the taillightWe offered to submit a payment deferment modification to offset the cost of out of pocket repairsBridgecrest informed her that it would need to go through a review process; if the modification is not approved then payment arrangements will need to be madeAt that time, our customer was days past due for $1,447.90, not including any late fees or insufficient funds fees.That same day, the modification was approved and the modification agreement was emailed to our customer for her to review and sign.On May 10, 2016, after receiving our customer’s signed acknowledgement of the modification agreement terms, Bridgecrest successfully completed the payment defermentHer account would reflect zero past due paymentsUnfortunately, any additional finance charges or fees, accrued throughout the life of the loan, will remain unsatisfied until paid by our customer, as we are unable to defer them.On May 28, 2016, our customer’s regularly scheduled payment came due.On May 31, 2016, we began to attempt to reach our customer regarding her past due payment. On June 13, 2016, at days past due, we spoke with our customer regarding her past due balanceOur customer informed us she was aware of the account status and stated she would make a payment on June 17, 2016.As of September 26, 2016, our customer is days past due for $911.54; $in late fees, $in insufficient funds fees, and $for payments.On September 26, 2016, Bridgecrest spoke to our customer in attempt to address her concernsWe encouraged her to have an in-network repair facility complete a diagnosis if she is experiencing mechanical concerns with the vehicleWe informed her that the past due balance is including insufficient funds fees and late fees, all of which do not transfer with payment deferments.At this time, Bridgecrest is able to report that the payment deferment in May of was completedWe are unable to accommodate our customer’s request to place her into another vehicle or update her credit report to reflect as current as this would be inaccurate reporting.We apologize for any inconvenience or confusion this matter may have causedAs a goodwill gesture, Bridgecrest has applied a $credit towards our customer’s principal balanceBridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or comments, please contact our Customer Relations Department at ***Thank you, Carlos SCustomer 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 ***, 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,
*** ***

The response that was given did not help at all, unfortunately for the receipts I actually own another car so I had to carpool with my husbandThe part may have came in July, but I did receive the car late due to mechanics being busy and didn’t have time to finishUnfortunately the truck was not the same after the transmission was “replaced”About the call that was made to my husband, he pretty much stated give me the money or elseMy husbands reply was that we had already made an agreement with one of your staff stating if I paid the minimal (this was in The beginning of November) I was going to be put on forbearance/deferrement, your representative stated that was a lie and your company did not have that option even though we had been paying gap.He also stated we had To pay by Friday, my husband declined since we were not able to do soInitially when we got the truck this was explained to us that if the truck was ever stolen, damaged to the point where it’s not drivable or I lost my job they would helpAnd Now there is no such thing? We tried to work with you as well, the only reason I don’t accept your call is because you harass and then state we agreed to payment even though we didn’t making us look like we don’t want to work with you even though we had made An agreement for deferment because I had lost my job at the timeLike I said before the only thing I wish for your company to have kept your word in doing the deferment in the first place this wouldn’t have happenedIf you can go back and feo the deferment as it was planned and take back the fees and payments that were never late to begin with when we had trusted your representative to submit the claim we would get back on track, but I guess we are too lateKeep my belongings maybe you can get something off of it since you don’t really care in asking if I needed to take my belongings out in the first place

Please see the attached PDF for our full responseOn October 4, 2016, we confirmed that the Federal Express package we believed contained the insurance check had arrivedHowever, the package did not contain the insurance check. On October 6, 2016, we contacted our customerWe took this
opportunity to sincerely apologize for the underlying issues that caused the delay in concluding the insurance processDue to an internal error, Bridgecrest was unable to determine the location of the insurance checkTo ensure to the security of both parties, we encouraged our customer to contact his third party insurance institution to have the check voidedIn addition, to alleviate any additional inconvenience, we asked our customer to authorize his third party insurance institution to re-produce the insurance check and endorse it solely in Bridgecrest’s nameWe understand the importance in completing the insurance process within a reasonable time periodWe also understand that any delays in this process can cause our customer’s unexpected difficultiesTo prevent additional delays and to ensure our customer’s ability to retrieve the vehicle, Bridgecrest contacted the repair facility and approved the cost of the repairs in fullOur customer agreed, and we ended our correspondence on amicable terms. We apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, Bridgecrest has credited our customer’s Lease account two periodic monthly payments as compensation for lost wages. Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ***. Sincerely, Brodie HCustomer Relations

On May 26, 2017, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Ford Escape from DriveTimeThe Contract was subsequently assigned to Bridgecrest Acceptance Corporation (Bridgecrest) and is attached for your reference. Our customer initially
contacted Bridgecrest on September 1, 2017, inquiring into payment assistance as he had been impacted by a recent natural disasterAt that time, our customer had a payment pending on the accountWith our customer’s consent, we cancelled his AutoPay enrollment to prevent future payment withdrawalsBridgecrest further advised him that he would need to contact us on September 5, to ensure the payment has posted and discuss a loan modification for payment deferments on the accountOur customer understood and the call was endedOur customer did not contact us until October 16, 2017.Between September and October 14, 2017, Bridgecrest made multiple unsuccessful attempts to reach our customerBridgecrest was able to speak with our customer on October 16, Our representative explained to him that loan modifications are not guaranteed as they are subject to review and further advised that we had an unanticipated number of deferment requests that exceeded the allotted amount within the first week of OctoberOur representative informed him that they can discuss the deferments further in November once they are available to our customers againOur customer understood and made a payment of $later on that same day. We strive to provide an industry-leading experience in everything we doCentral to that goal is building trust with our customers and providing transparency and visibilityThat includes being up front when we make a mistakeWe had the opportunity to review the phone calls with our customer and determined that the representative did not handle the phone call in a professional manner nor was it clear that the loan modification was subject to availability and reviewWe will be exploring all internal training opportunities and corrective action to ensure our customers are receiving exceptional customer service.We sincerely apologize for the experience our customer had with us thus farIn the spirit of transparency and trust, in lieu of a loan modification, we have applied a credit to our customer’s account equal to the Formerly ** *** *** *** *** *** *** *** ***past due balance of $Our customer will not have to defer any past due payments and will not have another payment due until October 27, for $Our customer has the ability to re enroll into the AutoPay feature now that his account is currentWe have not been able to reach our customer to providethis update and apology to himWe will continue our efforts in hopes of coming to an amicable resolution.Thank you for allowing us the opportunity to address our customer’s concernsShould you, or our customer,have any questions or concerns, please contact our Customer Relations department at *** ***.Thank you, Carlos S

Good Morning, I have reviewed your response and still would like additional clarificationI would like any negative credit reporting removedI again still am requesting the return of the vehicle and or all monies paid on the vehicle returned to me promptlyPer my conversation with the finance company the "Cease and Desist" was done improperly per my requestI again should have had a "Partial" Cease and Desist on the account and the finance company placed a "FULL" Cease and DesistPer my understanding a "Partial" Cease and Desist would have allowed correspondence in reference to the repossession to be sent prior to the vehicle pick up per Bridge Crest - Drive Time policyThe company has advised they are exempt from Federal regulations when it comes to a RTC letter in the state of TexasCan that information be confirmed? I again will ask for clarification on their specific company policy and how it relates to my vehicles repossessionPer their policy would they have typically provided notice had they placed the proper "Cease and Desist on the account" I as well have questioned the statement that was made in regards to no contact in 30+ days when there is contact that was made the first week of DecemberI again am requesting my complaint is reviewed in fullI am requesting that the CEO's of the company get involved and ensure their staff is handling each account properly and fair (Raymond Fidel and Ernest Garcia)I would like to add newly to my complaint, Danielle with Bridge Crest customer care department is a leader and all calls should be reviewedRegardless of frustration, I as your customer should never hear nor sense frustration from youUnderstandably this is a sensitive situation and she should be able to handle calls sufficiently being a leader within the organizationThank you

Dear Revdex.com,RE: Bridgecrest Vehicle sticker price at time of purchase 12,000+, 18000+ financed. I did not purchase 11,of their products on an already high interest loan(29.000)payments of 443,completed of paymentsVehicle is current worth approx7,400. If what they are doing is not illegal, IT SHOULD BE!!! *** * ***

Our customer is no longer responsible for paying interest, as the loan is charged offOnce her principal balance has been satisfied in full, her trade line will be updated to reflect as a Paid Charge-OffAs of October 19, 2017, our customer’s remaining principal balance is $7, While
Bridgecrest has a contractual right to pursue a garnishment on customers’ wages when accounts are in default, this action is not currently part of our standard practices On October 13, 2017, we spoke to our customer and discussed the above informationShould our customer choose to accept the previously offered $4,settlement, her trade line would be updated to reflect as a Settled Charge-Off, and the title to the vehicle would be released to herThis offer will remain valid until October 30,

As acknowledged in our initial response, Bridgecrest found that our customer was provided inconsistent information concerning the requirements to initiate a loan modificationBridgecrest reviewed all the phone calls between our customer and us since the time of purchaseWe determined that our representatives handled the conversations in a professional manner and did not disconnect the phone call at any pointAlso, our customer did not inquire into the frequency change until August 4, 2017.DriveTime, who sold the vehicle to our customer, offers a Vehicle Return Program (VRP) to all of our customers, which gives them the ability to return the vehicle and rescind the ContractOur customers must return the vehicle within five calendar days from the date of purchase, excluding the date of purchaseThis has no relation to the 30-day / 1,500-mile DriveTime Limited Warranty, which comes with all DriveTime vehicles. There were only two repair claims initiated with SilverRock since the purchase of the vehicleThe first claim was filed on June 16, 2017, for check engine light concernsThe repair facility recommended the replacement of the valve cover gasket, two ignition coils, and spark plugs to correct the issueSilverRock approved these repairs under the terms of the DriveTime Limited Warranty. The second repair claim was initiated at a different repair facility on June 27, 2017, for the same check engine light codes as the first claimAdditionally, it required the same repairs to be performed to address the concernsOn that same day, our customer contacted SilverRock and inquired into the possibility of taking the vehicle to the original equipment manufacturer (OEM) to diagnose the mechanical concernsSilverRock explained to her that the vehicle would need to return to the initial repair facility for them to warranty the work completedOur customer understood and the phone call endedNo further claims were filed

Dear MsMarin, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsAt the time of purchase, our customer opted to purchase a Vehicle Service Contract (VSC)According to page two (2) of the VSC, under “Your Obligations”, it states:
“In order for this Contract to remain in force, You must properly operate, care for and maintain the Covered Vehicle as recommended by the Covered Vehicle’s manufacturerYou must keep and make available verifiable signed service/purchase receipts which show that this maintenance has been performed within the time and mileage limits required.” On April 14, 2017, we reached out to our customer to discuss her concernsWe advised the maintenance receipts provided did not contain verifiable information regarding the vehicle or the repair facility that performed the workAs no information was contained on the receipts, Aeverex was unable to proceed with the engine replacementBridgecrest offered, as a gesture of goodwill, to cover the cost of the engine replacementOur customer would be responsible for the $deductible usually applied for covered repairs, per the terms of the VSCAdditionally, we offered seven (7) days of rental reimbursement while the repairs are completed, and provided our customer a lockrental rateOur customer accepted our offer and the call ended on amicable termsWe apologize for any frustration or inconvenience this matter may have causedAeverex has been notified of all approvalsOur customer can submit her rental receipts to us via facsimile, at *** ***, or email to ***. Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at *** *** ***Thank you, Jessica HCustomer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer's concernsOn February 7, 2017, our customer entered into a Simple Interest Retail Installment Contract (Contract) when she purchased a Toyota Camry from DriveTimeThe Contract was
subsequently assigned to BridgecrestAt the time of sale, our customer agreed to make monthly payments of $and final payment of $beginning on March 6, Our customer also agreed to finance a total of $18,with a 17.176% Annual Percentage Rate (APR), for a total sales price of $29,238.06, as outlined on page of the ContractAn itemization of the amount financed can be found on page of the Contract....(Please see attached for the full response.)

The reason that I have late fees is no fault of mine but of the Bridgecrest employeesWhen I put in the request for monthly payments I spoke to Robert O***, SRManager who approved my requestHe asked me to make a payment but did not inform me that the payment would affect my modificationBecause of the miscommunication from him my modification was deniedThen I spoke to a CSR Courtney G*** who informed me that she would be sending the new forms because it was done incorrectlyThe papers were not sent until two days later and they asked me to have them in by p.mI work overnight and was sleep during the day when she sent this email so the papers werent sent in timeI spoke to another supervisor who said they did not give me enough time to get the paperwork in so he had me speak to CSR, Chad who sent paperwork againWhen I got it the date was incorrect which still hasn't been fixed even though Chad called me a week ago saying that he will do Sept 5th, as my first paymentIf the modification was done correctly the first time I requested it I would not have had to pay $late feesThe remarks are on my accountThis has been a tiring ordeal and I have done everything that the Bridgecrest company asked me to doBut the Bridgecrest company has not helped me or informed of correct protocol for modificationI dont know their job and their negligence has caused me to be penalized for something that I had no control overIncorrect information was given to me had my modification deniedSo I'm trying to figure out why am I held responsible for late fees that wouldn't have occurred if Bridgecrest employees from the Sr managers to the CSR would have known how to do their job correctlyI only did what they asked me to do now I have to pay $which I don't believe I should have to pay because of their negligenceIf someone will go back and look at the comments on my account they will see that I should not be held responsible for this situation

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsAs our customer’s concerns take place during a time period when Bridgecrest Acceptance Corporation was known as DT Acceptance Corporation, we will be addressing ourselves as
‘DriveTime’If our customer mailed us a letter with demographic information that did not match that of the account, DriveTime would have replied with a letter requesting he contact our Customer Service department to update his account informationAfter review of our customer’s account, we have found his tradeline was erroneously reinstated with the three major credit bureaus due to disputes he filed with themAdditionally, our customer contacted us on June 23, about the late payments being reportedWe advised we would have our Credit Bureau Dispute team review his concerns and follow up within five business daysThis was not completed, and we will be exploring all training opportunities to ensure we follow up within established expectations.DriveTime contacted our customer on August 7, to advise we would be willing to delete his trade lineWe explained we would be able to continue reporting his loan; however, we would not be able to remove the account delinquenciesOur customer elected to have his trade line deletedAs of August 8, 2017, we have submitted the request to delete our customer’s trade line and have sent a credit deletion letter to his address listed on fileWe have attached the letter for your referenceA detailed explanation of events is provided below. In October of 2014, during a planned credit reporting system upgrade, DriveTime temporarily stopped credit reporting to all three major credit bureau agenciesThis led to the suppression of all account trade linesIn 2015, DriveTime began reinstating customers’ trade lines with the three major credit bureausHowever, trade lines of customers(continued on attached)

The "screenshot" they advised you that "we sent" was an actual statement that my bank had sent with the information they needed to seeMy BANK (SRP) was the one who faxed it to themMy bank also informed me that they did NOT need to see the balance of my husband's BUISNESS ACCOUNT unless they were the IRSThey then contacted me about MY COMPLAINT TO THE Revdex.comAfter min before they hung up, they briefly mentioned sending the emailBut the call was about me making a complaint and they should have that on recordThis place is horrible and everyone we talked to gave us different information

I did receive contact from BridgecrestHowever, I was told I had to make two payments one on the 18th and another on the 20th which is not stated in their responseAccording to the email where I was corresponding with MsS***, it stated I had to make on payment on the 30th and then defermentsI made the payment on the 30th and advised Bridgecrest, I have attached all the email correspondence reflecting suchSo because Bridgecrest initially refused to contact me back after I spoke with numerous associates there, such as Mark G*** (supervisor) Angelica D*** and othersso now I am being penalized and having to make extra payments. Thank you