Capitol Hill Flower & Garden Inc

Bridgecrest has submitted a request to the three major credit reporting agencies to have our trade line removed from our customer’s credit report.  Our customer’s last payment was made on November 3, 2017 in the amount of $497.23. Our customer did contact Bridgecrest on December 2 and 4, 2017 and asked to be transferred to her Vehicle Service Contract administrator. During the conversation on December 2, 2017, we advised our customer of the account delinquency. However, our customer was insistent on being transferred to her Vehicle Service Contract administrator. No payments were made nor payments arrangements set during that phone conversation.In our initial response, we explained that the vehicle was legally recovered due to the delinquent nature of our customer’s account. By December 19, 2017, our customer was 45 days past due with no contact since November 2, 2017, regarding collection of the past due debt and no assurances from our customer that she was going to make a payment. No payments were received since November 3, 2017. On that same day, Bridgecrest assigned the vehicle for recovery through a third party recovery vendor. The vendor later reported the vehicle as recovered on December 28, 2017. As addressed in our initial response, our customer had requested we cease and desist from calling all contact numbers on file. Subsequently, a complete cease and desist was placed on the account. This would prevent Bridgecrest from placing any calls, and sending any written correspondence to our customer. The cease and desist on the account does not impact our ability to send a Right to Cure letter to our customers. However, in Texas, Bridgecrest is not obligated to send a Right to Cure letter to our customer prior to assigning the vehicle for recovery if a waiver is included in the Retail Installment Contract. This waiver can be found on page three of the Contract, under section titled “Default”,...(continued on attached)

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

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

(Please see attached for full response)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 any negative customer service our customer received. We will be reviewing all call recordings for any available internal training opportunities. On February 24, 2017, our customer contacted Bridgecrest to discuss her concerns. DriveTime explained the above-mentioned information. We further advised a goodwill letter can be sent, however, we are unable to remove the late mark at this time. Our customer understood and the call was ended. We apologize for any confusion or inconvenience this matter may have caused. Currently, our customer’s account is 23 days past due for $432.82. We encourage our customer to remain in contact with Bridgecrest regarding payments and payment arrangements. As a gesture of goodwill, we have applied a $25.00 credit to our customer’s principal balance. Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at (800) 965- 8043. Thank you,  Jessica H. Customer Relations

On January 23, 2017, Bridgecrest spoke with the authorized third party (ATP) regarding the co-buyer’s credit reporting. We advised him we would not be able to accommodate his request to have the repossession mark removed from the co-buyer’s credit report. Bridgecrest made multiple attempts to reach the account holder and co-buyer prior to the account charging-off. The ATP was not satisfied with our response and advised he will be retaining legal counsel.At Bridgecrest, we strive to ensure all of our credit reporting is up to date and accurate. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity to the major credit reporting agencies.At this time, Bridgecrest offering the following settlement:Bridgecrest agrees to:? Update trade lines to Settled Charge-Off? Waive deficiency balance of $7,589.48Our customer agrees to:? Remit payment of $2,529.75 by March 31, 2017Our customer will be required to sign a Full Settlement and Release of Claims should she agree to the terms of our offer. Bridgecrest has not been able to reach our customer to discuss our offer of a resolution. We continue our efforts to make contact with her.

(Please see attached for full response)On October 17, 2017, the insurance company contacted Bridgecrest to advise the documentation had been resent and request the letter of guarantee. We advised we had received it; however, were unable to open the file, as it came through as encrypted. Bridgecrest...

provided an alternate contact email and then received the settlement breakdown and market evaluation from the insurance company. This same day, Bridgecrest sent the insurance company the letter of guarantee. Later this same day, our customer spoke with Bridgecrest management in regards to the situation. Bridgecrest relayed the above timeline pertaining to the delay. Bridgecrest explained our customer remained responsible for the payments until the insurance check was received and the loan was paid off. On October 19, 2017, our customer and her attorney contacted Bridgecrest to discuss the account. The attorney advised he had requested the insurance company not send the check to Bridgecrest. We explained that as long as our customer’s account remains active, our customer remains responsible for the loan. At this time, our customer’s account remains in an active status and she remains responsible for the loan, including her regularly scheduled payments, until the insurance check is received and the loan is paid off. We encourage our customer to remain in contact with her insurance company to ensure the claims process is completed in a timely manner.

We were unable to locate either of the phone numbers provided by the consumer in our systems. However, to ensure that no further correspondence is attempted by Bridgecrest, both of the consumer’s phone numbers have been added to our Do-Not-Call list. We apologize for any frustration or inconvenience...

this matter has caused.

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. At the time of sale, our customer agreed to finance a total of $18,856.84 with a 17.176% Annual Percentage Rate (APR). The amount financed includes the cash price of the vehicle ($13,235.85), MotionGPS ($695), Vehicle Service Contract (VSC) ($3,525), Guaranteed Asset Protection (GAP) coverage ($1,005), and all applicable fees assessed at the time of sale. Our customer also agreed to a total sales price of $29,238.06; the total sales price includes the amount financed (borrowed), plus a finance charge (cost of borrowing) of $10,381.22. The finance charge is the cost of borrowing the funds to purchase the vehicle; this information can be found on page 1 of our customer’s Simple Interest Retail Installment Contract (Contract), and an itemization of the amount financed can be found on page 2 of the Contract. The additional products our customer purchased at the time of sale are optional, and can be cancelled at any time. If cancelled, a prorated refund would be applied to the principal balance... (Please see attached for full response.)

December 12, 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 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)

[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. I an thankful that the organization is able to assist me in my time of hardship however, I noticed that no where in the letter did it state that I have never been late or missed a payment prior to this request.Thank you again for your assistance!
Regards,
[redacted]

(Please see attached for full response)On July 12, 2017, our customer contacted Bridgecrest to further discuss his concerns. Our customer advised the recovery still appeared on his report but he had not contacted the three (3) major credit bureaus to review his trade line further. We encouraged him to contact the credit bureaus for a more accurate update. During this same conversation, Bridgecrest then offered to delete our customer’s trade line all together from his credit history as a goodwill gesture. We explained both our customer and the account holder would need to accept, as it cannot be done for only one party. The Contract and payments would continue as normal. Our customer accepted the offer and stated he would have the account holder contact us to discuss the offer.Later this same day, the account holder contacted Bridgecrest to accept the offer to delete the trade line. We explained the account would proceed with payments as contracted. We advised we would submit the request, which may take 30 to 90 days to appear as updated. The call ended on amicable terms.Our customers will be required to sign a Full Settlement and Release of Claims. We will continue to work with our customers through the completion of the accepted resolution.

(Please see attached for full response)The following action has been taken to resolve our customer’s concerns:·         After review of the account and all contracting documents, our customer’s name has been updated to accurately reflect how it appears on all...

documentation and her driver’s license.·         The accrued $15 non-sufficient funds fee has been waived as a gesture of goodwill.We apologize for any frustration or inconvenience this matter may have caused. We have made several unsuccessful attempts to contact our customer to discuss her concerns; however, we will continue our attempts to do so. We encourage our customer to contact our Customer Relations department at [redacted], to discuss her concerns.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
MayConcern,Thank you for bringing this matter to our attention. We appreciate the opportunity toaddress our customer’s concerns.On May 25, 2012, our customer entered into a Simple Interest Retail Installment Contract
with DriveTime when she purchased a 2005 Dodge Durango. Attached is a...

copy of the Simple Interest Retail Installment Contract, for your reference. The Contract was
subsequently assigned to DT Acceptance Corporation, and as of April 5, 2016, known as Bridgecrest Acceptance Corporation. On
page 4 of
the Contract, under subsection
Assignment, it states:“…We  may  sell  or  assign  our  rights  in  this  Contract  without  your permission.”OnApril 2, 2016, an auto populated text message was sent the number listed on ourcustomer’s complaint, stating:“Reminder Tues April 5 DriveTime Credit will become Bridgecrest. Call8009678526
for help. …”Bridgecrest offers several payment options for
ourcustomers’ 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
textwith Western Union (“Speedpay”). Both options are processed by a third party vendor whocharges a $3.95 convenience fee, as of April 2016, for every payment made. Our customers also have
theoption 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). Our customers can contact our Bridgecrest Customer Service department or visit  www.myaccounts.bridgecrest.com to make a one-time ACH
payment, schedule post-dated payments or,
if the account is current, enroll in
AutoPay.Attime of sale, our customer agreed to make 138 bi-weekly payments of $218.13
beginning on June 9, 2012, and one final payment of $216.93 on September 23, 2017.OnAugust 27, 2016, a regularly scheduled payment of $218.13 became due on our customers account. The following day, our customer’s account fell past due. Bridgecrest began efforts to contact our customer and cure
the past due balance. These outbound calls continued
until we successfully made contact
with our customer on October 10, 2016.OnOctober 9, 2016, at 42 days past due, Bridgecrest received payment in the amount of$220.00.OnOctober 10, 2016, our customer contacted Bridgecrest concerning the 30+
day delinquency mark on her credit report and inquired about its removal. She advised Bridgecrest she had been using a third party payment processor, which automatically
deducted payments from her bank account, and was unaware that the account was past due. We advised our customer of
our numerous attempts to contact her and requested she send us documentation verifying that she had attempted to make her regularly
scheduled payments but they were not received on our end. Once the documentation was provided, we would review to possibly remove the delinquency mark from her credit reporting. No such
documentation was submitted by our customer.OnJanuary 9, 2017,our customer contacted Bridgecrest inquiring about removing the 30+
daydelinquency
markon her credit report. We advised her we would not be able to accommodate her request.Bridgecrest is required to abide by the Fair
Credit Reporting
Act(FCRA) for all reportingactivity. Adjusting
our customer’s credit to remove the late mark would be against FCRA§623 [15 U.S.C. § 1681s-2] which states:“A person shall not furnish any informationrelating to a consumer to any consumer reporting agency if the
person knows or has reasonable causeto believe that the
information is inaccurate.”On January 9, 2017, Bridgecrest spoke with our customer and informed her we would not
be able to accommodate her request to remove the negative mark, as the account was more than 30 days delinquent. Our customer was not satisfied with our response and
disconnected the call.Atthis time, Bridgecrest has confirmed our credit reporting is accurate and we will be able
to provide a credit rating letter,
should our customer request
one. We have made multiple, unsuccessful attempts to contact our customer and address her concerns but have
been unsuccessful. Attempts to reach her will
continue in an effort to address her concerns.We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, Bridgecrest
has applied a $25.00 credit to the 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
800-965-8043.Sincerely,
Carlos S.Customer Relations

For full response, please see attached. We have reviewed our customer’s account history and concluded that the servicing of our customer’s loan was in compliance with all applicable federal and state laws and/or regulations. While reviewing our customer’s account, we found that our...

representative did not place the appropriate contact restrictions on the account. Based off our customer’s request, we determined that it should have been a partial cease and desist. This meant that letters and emails may be sent to our customer but no outbound phone calls are permitted. We are exploring training opportunities with the individual referenced to ensure we are properly accommodating our customers’ requests. At this time we have also reviewed the calls received from our customer in December, and have determined they were handled in a professional manner in accordance with our policies and procedures. As noted by our customer, our representatives have always remained professional.   We thank you for your ongoing support in allowing us the opportunity to address our customer’s concerns.  We regret any misunderstanding or confusion this situation has caused our customer. While we cannot return the vehicle because we legally recovered it due to the delinquent nature of her account, we would agree to remove the credit reporting on this account. At our customer’s request, we have left the call restrictions on her account and therefore we ask that you convey this offer of resolution to her. Should you have any questions, feel free to contact our Customer Relations department at [redacted]

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

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. As explained in our previous response, Bridgecrest is unable to discuss our customer’s account information via email in order to be in compliance with Federal Consumer Protection Laws and to protect sensitive customer and account information. In response to the email received on November 6, 2017, we requested that our customer call into our Customer Service department. Unless she verbally communicated with us, Bridgecrest would not have created any payment arrangements through email. We apologize for the frustration our customer has experienced. Bridgecrest attempted to aid our customer to the best of our ability.As of December 1, 2017, our customer’s account has entered into a Charge Off status. Our customer is responsible for satisfying the past due balance ($2,063.76), late fees ($20), and any applicable recovery and/or auction fees. Since the Notice of Intent letter expired on December 5, 2017, the vehicle is eligible to be sold at auction. If our customer wishes to reinstate the vehicle, is it imperative that she contact our Customer Service department at 800-967-8526 to discuss her options.We thank you for your ongoing support in allowing us the opportunity to address our customer’s concerns. Should you have any questions please feel free to contact our Customer Relations department at [redacted].

For full response, please see attached. On September 22, 2017, our customer contacted DriveTime to discuss the current repair concerns to her vehicle. Our customer explained the check engine light was on in the vehicle keeping her from being able to pass emissions testing. She further explained...

per the June claim, the footwell module needed to be replaced. We explained the footwell module is a non-covered component and would have been her responsibility to have repaired. DriveTime further advised, since the claim was over 30 days old, they would need a current diagnosis to be completed in order to determine what repairs are currently needed for the vehicle. They explained they would be willing to complete another review of assistance options once our customer took her vehicle to a repair facility and provided an itemized estimate of the needed repairs. Our customer declined this option and requested assistance with her upcoming car payments instead. We explained we would be willing to offer loan deferments once our customer has the vehicle repaired and provides us with receipts indicating she had paid out-of-pocket for the needed repairs. Our customer declined this offer and the call was ended.   At this time, our customer has requested her phone number be placed on our Global Do Not Call list. Therefore, we are unable to reach out to her to further discuss her concerns and any options of assistance we may be able to provide. We are willing to honor our previous offers of reviewing for assistance with the repairs once a current claim is filed with an in-network repair facility; or, offer payment deferments once our customer provides paid receipts for proof of repairs. Should our customer wish to discuss these options in further detail, we invite her to contact our Customer Relations Department at [redacted].

The following documents are attached for your reference: the Contract, Vehicle Service Contract, and What You Need To Know…, and Modification Agreement. We have reviewed our customer’s account and found a conversation on August 2, 2017, where our representative did not handle the call in a...

professional manner. We sincerely apologize for the frustration this matter has caused. Bridgecrest will be exploring appropriate corrective action and all internal training opportunities to ensure our representatives are providing exceptional customer service and support to all of our customers. As a goodwill gesture, we have applied a bi-weekly payment of $222.62 to our customer’s account. This will post to the account within the next 3-5 business days, thus making our customer’s next payment due date August 19, 2017. If our customer wishes to receive phone calls within a certain time, she may set call window preferences over the phone or at myaccount.Bridgecrest.com. These are time frames, provided by our customer, where we are able to contact them via telephone. Also, our customer may have her number placed on our Do Not Call list to cease all phone calls to a specific number.  Our customer did not elect to indicate call window preferences, nor did she request any numbers be placed on our Do Not Call list. On March 24, 2017, we contacted one of the numbers provided by our customer, however, a third party answered and advised the number was not associated with our customer and therefore was placed on our Do Not Call list. After review, we have determined that all phone calls were placed within the appropriate time frame for contacting our customer and Bridgecrest did not exceed the allotted attempts to contact our customer at any individual phone number. Bridgecrest has not been able to reach our customer to discuss her concerns regarding the dates listed on the Modification Agreement....(continued on attached)

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. After processing the loan modification, our customer failed to make his next payment due on November 5, 2016. Subsequently, we began making daily attempts to reach our customer. Bridgecrest continued making outbound calls in an attempt to reach our...

customer to assist in curing account delinquency. To date, no communication or payment has been received from our customer since October 19, 2016.   On January 26, 2017, at 82 days past due, our customer’s vehicle was assigned for recovery.  The vehicle was successfully recovered on January 27, 2017.   On January 30, 2017, Bridgecrest sent a Notice of Intent Letter to our customer’s address on file, attached for your review. The purpose of this letter was to inform our customer of his options to redeem the vehicle and reinstate his loan. Our customer did not respond nor communicate any interest in either option.    At this time, we have verified our customer’s trade line is reporting accurately to the three major credit bureaus. Therefore, we are unable to honor our customer’s request for Bridgecrest to remove any negative credit impacts. We have attached a credit rating letter and a copy of our customer’s transaction history for your review.   We apologize for any frustration or inconvenience this matter may have caused. At this time, we have made six (6) unsuccessful attempts to contact our customer to discuss his concerns. Should our customer wish to discuss the matter further, we encourage him to contact our Customer Relations department at [redacted].

my 2iphones 6s plus bankcard food stamps card were stolen from out that car at the tow yard.I didn't miss no payment they could have sent me an email or letter or even contacted my references and told me to return the car instead of having it repoed another thing they haven't tried to resolve the matter at all the tow man called the police and lied and said I had a gun tried to put my life in danger that's not right my deposit wasn't giving back since they set there on time frame unknown to me they neverror sent me in writing or by email that they needed my bank statements and that's being discrimated against because people who give them check stubs don't need to give them bank statements but because I'm disable I need to that's not right I provided my proof of income which is just like a pay check stub and I didn't think that the bank requested the bank statement because they never contact me requesting it with a time frame to bring them this company is dead wrong for what they did bottom line they went about it the wrong way not like a professional by law they stole the car and my things it's been a month and they haven't resolved the situation at all nor pay for my phones or give me my money I put as a downpayment plus I found out they was overcharging me