Capitol Hill Flower & Garden Inc

I have repeatedly asked for the breakdown on how the refunds are determined.  Documentation does not show states of Delaware of Pennsylvania as charging "Cancellation Fees".  As I stated previously, I pay the contract in good faith and not getting satisfactory refunds in return.  Still due $100 for cancellation fees.  And as far as that GAP policy it should have been automatic when I paid the loan since I am not the title holder and no bank is involved.

I have spoke with Danielle, who is definitely friendly and I appreciate her willingness to assist me.  She did get the reimbursement approved in accordance with the contract terms; however, to date I have yet to receive the reimbursement.  I have provided her with my direct banking information, and was promised the refund on May 2, 2017.  It is still not in my bank account, and we are on May 4, 2017.  I appreciate the direct rental and the promise that the vehicle will be fixed.  To date, nothing different has occurred.  I am still without the repaired vehicle, and have yet to receive the promised refund.  Thanks, [redacted]

Please see the attached PDF for the full response.On July 8, 2016, approximately 1 year and 4 months into her loan, an in-network repair facility filed a claim with [redacted] for the starter motor. At that time, in just a little over a year, our customer had driven the vehicle over 36,000 miles. ...

[redacted] advised that our customer had exceeded the 36 Month/36,000 Mile Coverage of the Vehicle Service Contract by mileage, for a total of 36,723 miles driven. Under the terms of the Vehicle Service Contract the starter motor is non-covered; therefore, [redacted] was unable to administer the approval. No claims have been filed with [redacted], nor has Bridgcrest/DriveTime received documentation in regard to additional issues since this time. Bridgecrest has made several unsuccessful attempts to contact our customer and further address her concerns. Attempts to reach her have been unsuccessful but will continue in an attempt to reach an amicable resolution.  On September 6, 2016, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. Upon communication with our customer, we would like the opportunity to review how we can assist. In order to do so, we would need to speak with her to determine the best course of action. 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. DriveTime 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

I've made the decision to not accept the response made by Bridgecrest. I felt as though the email that was received was not a apology for the poor customer service. I've been with drivetime/bridgecrest for a year now and from the poor customer service at the location I purchased my auto from all the way to dealing with poor customer service when i've called to inquiry about my account. My account was delinquent and I won't shy away from that, but since the company can pull calls they should pull the call of when I first called them letting them know I was having a hardship and no assistance was provided to me. If they would take the time to listen to the call I did not ask to be placed on the do not call list until their rep got very nasty and rude with me.

(Please see attached for full response)Anytime our customers’ expressed concerns regarding their credit reporting, we would review and submit any updates if required.June 22, 2017, Bridgecrest re-iterated the initial trade line review from May 15th. Bridgecrest further advised we would have our...

Credit Bureau department review the account to ensure we are reporting accurately. Our customer requested documentation regarding his trade line. Bridgecrest advised we would send him a credit rating letter. The credit rating letter, attached for your reference, was sent to him via email the following day.On June 30, 2017, Bridgecrest requested our Credit Bureau department review the trade line to ensure we are reporting accurately. The Credit Bureau department verified the trade line was reporting accurately to all three major credit reporting agencies with no recovery reported. They verified the most recent update was submitted on June 22, 2017. This was relayed to our customer later this same day.We apologize for any inconvenience this matter may have caused. We invite our customer to submit a current credit report for review if the recovery is still appearing. We will continue to update the account on a monthly basis to ensure the recovery remains removed from their trade line reporting.

Bridgecrest is unable to suspend or ‘hold’ a customer’s account to prevent their contractual periodic payments from occurring. Alternatively, Bridgecrest does offer the option of payment arrangements, and loan extensions to qualifying customers. Payment arrangements allows for our customer’s...

periodic payments to be made on an alternative due date from their set schedule, and all efforts to collect the debt will cease; however, as this is a simple interest loan interest does still accrue. Loan extensions are loan modifications that allow past due payments to be moved to the end of the loan, bringing the account back to a current status. If the hardship that has caused an account to go past due is ongoing, extensions are generally not offered. Doing so could create a situation wherein the underlying issue is not addressed.  Bridgecrest’s experience is that it is in the customers’ best interests to set alternative payment arrangements until the hardship is resolved. If our customers have resolved their hardship, Bridgecrest would be happy to discuss an extension. We want to ensure that we are setting our customers up for success.  Bridgecrest has made several unsuccessful attempts to contact our customer and further address her concerns. Attempts to reach her have been unsuccessful but will continue in an attempt to reach an amicable resolution.  On July 6, 2016, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. 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 ###-###-####. Sincerely, Brodie H. Customer Relations Please see the attached PDF for the full response.

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

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

(Please see attached for full response)At the time of signing, DriveTime reviews each document with our customers and ensures they understand the information within. By signing these documents, they are asserting that they have read and fully understand the terms enclosed. We encourage our customers...

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

Thank you for bringing this matter to our attention. After further review of the complaint, Bridgecrest has determined that the individual who filed is an authorized third party (ATP) on one of our customer’s accounts. We appreciate the opportunity to address the ATP’s concerns.Bridgecrest has...

reviewed the account and phone conversations with the ATP. We found on July 7, 2017, our customer was six days past due and the ATP contacted us to make a payment of $236.95. As addressed in the correspondence, our representative mistakenly processed a payment of $473.90, the full delinquent amount, while the ATP authorized a $236.95 transaction. We are seeking out all training opportunities to ensure Bridgecrest representatives are consistently ensuring accuracy when processing payments. We sincerely apologize for the inconvenience this matter caused the ATP and our customer.After this transaction took place, the ATP contacted Bridgecrest to inform us of the double payment error and overdraft fees. In agreement to refund the payment error, we requested a running bank statement to ensure the payment cleared with her financial institution prior to issuing the refund to make sure that the payment did not reverse in the meantime. In addition to this, the request for bank statements were for us to review for reimbursement of any accrued overdraft fees as mentioned by the ATP.Bridgecrest contacted the ATP on July 13, 2017, to iterate the abovementioned explanation and path to a resolution. She declined in providing us the needed bank statements and advised she will allow the account to be one payment ahead of schedule. Bridgecrest has offered to review for reimbursement of any overdraft fees; however, the ATP must submit a running bank statement to initiate the review. As a goodwill gesture for the inconvenience this matter caused, we have applied a credit of $118.48... (continued on attached)

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

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

(Please see attached document for full response.) We have reviewed our customer’s trade line and found we are accurately reporting to all three major credit bureaus. Based on our research the trade line is being reported accurately as a Charge Off.  On March 19, 2018, Bridgecrest attempted to contact our customer to provide the above information, but we were unable to speak with her. A credit rating letter has been sent to our customer to confirm that we are reporting the trade line accurately. If our customer has any further questions, we encourage her to contact our Customer Relations department at [redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.   We sincerely apologize for any inconvenience our customer may have experienced and for the amount of time it has taken for her to receive her title. As stated in our previous response, we are pursuing all internal training opportunities to avoid similar occurrences in the future. We are happy to report, at this time, DriveTime has obtained a copy of the title, in our name, which we have overnighted to our customer’s address on file. Once received, she will be able to successfully have the title placed into her name. We have confirmed the $300.00 check was delivered as of April 28, 2017. We will follow up with our customer to confirm the delivery of the title.   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

[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]

Revdex.comPh. ###-###-####Fax ###-###-####Re: Complaint # [redacted]To Who It May Concern:Thank you for bringing this matter to our attention. We appreciate the opportunity toaddress our customer’s concerns.On February 21, 2014, our customer entered into a Simple Interest Retail...

InstallmentContract with DriveTime when she purchased a 2007 Mercedes-Benz C Class. Thevehicle came with a 30-day / 1,500-mile DriveCare Limited Warranty, administeredby [redacted]. Our customer opted to purchase an additional 5-year / 50,000-mileVehicle Service Contract, also administered by [redacted]. The Contract wassubsequently assigned to [redacted] now known as [redacted]Acceptance Corporation. Attached will be the Simple Interest Retail InstallmentContract, the Vehicle Service Contract (VSC), and the DriveCare Limited Warranty foryour reference.On February 25, 2014, our customer contacted [redacted] to express concerns with theengine flipping and transmission slipping. [redacted] encouraged her to have adiagnosis completed at an in-network repair facility.On February 26, 2014, an in-network repair facility initiated a claim with [redacted] forthe transmission diagnostic fee. The repair facility was unable to find any failureswith the vehicle. [redacted] approved the diagnostic fee under the DriveCare LimitedWarranty.On June 4, 2014, our customer contacted [redacted] to express concerns with a noisewhen turning. [redacted] encouraged her to have a diagnosis completed at an in-network repair facility.On September 4, 2014, our customer contacted [redacted] to express concerns with anoise when turning. [redacted] encouraged her to have a diagnosis completed at an in-network repair facility.On January 12, 2016, our customer contacted A[redacted]x, inquiring about when the VSCexpires. [redacted] informed her that her VSC expired at 133,555 miles. By that time,our customer’s current odometer reading was 177,965; she has driven 94,410 milessince purchase.On June 30, 2016, our customer contacted [redacted] in regards to possibleassistance with vehicle repairs. She asked if [redacted] could credit to her accountthe cost of the VSC as she had no use for it. They informed her that that would not bean option; her Vehicle Service Contract had expired by mileage. [redacted] offeredto review options of possible assistance, with payments, once she sent in receipts forthe out of pocket repairs.On August 4, 2016, our customer contacted DriveTime in reference to the repairsneeded on her vehicle. She asked if we could extend her VSC mileage. We advised herthat we are unable to extend any coverage since she has driven out of the VSC. Weoffered to review options of possible assistance once she sent in paid receipts for therepairs.On August 9, 2016, our customer informed DriveTime that the vehicle had beendiagnosed, for transmission issues, at an in-network repair facility and had not paidfor the repairs. We informed her that we would reach out to the repair facility toobtain the estimate. We offered to review options of possible assistance once wereceive the estimate.At this time, DriveTime has not received the estimate from the in-network repairfacility. We will continue to work with our customer until we reach an amicableresolution.We apologize for any inconvenience or confusion this matter may have caused. As agoodwill gesture, [redacted] has applied a $25.00 credit to the account balance.[redacted] thanks the Revdex.com for their ongoing support and allowing[redacted] the opportunity to address our customer’s concerns. Should you have anyquestions or concerns, please contact us by calling us at ###-###-####.Sincerely,Carlos S.Customer Relations

(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

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

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

Dear Ms. Marin,Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. Bridgecrest has determined that the individual who filed the complaint is an authorized third party (ATP) on our customer’s account. For our customer’s convenience,...

Bridgecrest allows customers the opportunity to add an authorized third party on their account who is able to speak to us, on their behalf. However, an authorized third party is unable to make decisions or changes to the account.On February 2, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a 2005 Honda Accord. While DriveTime originated the Lease and is the Lessor, Bridgecrest Credit Company (Bridgecrest) is the servicer for the Lease. Attached is the Return Anytime Closed End Motor Vehicle Lease Contract for your review.We aim to avoid mechanical failure by inspecting our vehicles. However, if a part is not failing at the time of inspection, it does not need to be replaced. Additionally, it is difficult for us to determine when and what type of repairs may be needed over the term of a lease.For this reason, we provide all lease customers with a 30-day/ 1,500-mile limited warranty as well as an extended warranty included with their lease. Should the battery in question have failed within the first 30 days or 1,500 miles, this would have been replaced under the terms of the Driver’s Seat Limited Warranty.We have reviewed our customer’s repair history and the battery concern was brought to the attention of Aeverex in December of 2016, after the Limited Warranty had expired. Asthis is a non-covered component, replacement would have been the responsibility of the customer. However, we are happy to review for possible reimbursement should our customer provide receipts showing proof of purchase.On February 21, 2015, an in-network repair facility initiated a claim with Aeverex for a shift release button. The repairs were authorized under the terms of the Limited Warranty at no charge to the customer.On August 8, 2016, our customer’s account fell delinquent and has not since been brought current. When an account falls past due, we make multiple daily attempts to reach our customer to cure the delinquency. Throughout the collection efforts made between August 8, 2016, and April 6, 2017, Bridgecrest provided our customer payment arrangements to assist in bringing the account current, however, the account has remained past due.Additionally, several phone numbers on the account were deleted at our customer’s request limiting our ability to communicate with our customer to only one contact phone number.On December 15, 2016, we made a successful attempt to contact our customer to explain the importance of bringing his account current, as the vehicle would soon be eligible for recovery. Our customer explained he would be unable to make a payment and understood the vehicle would go out for recovery.On February 8, 2017, an in-network repair facility initiated a claim for failed engine mounts and transmission repairs with Aeverex, the warranty administrator. The transmission repairs were authorized on March 14, 2017. The reason for the delay in authorization of the repairs is the repair facility and Aeverex were required to wait until failed engine mounts had been replaced by the customer prior to the transmission repair. These are non covered components under our customer’s warranty so they would be the customer’s responsibility to complete. The repair facility advised the customer if they were not replaced prior to the installation of the replacement transmission, the transmission would have subsequently failed. Bridgecrest additionally made the exception to waive the $100.00 deductible, which typically applies to covered repairs, as a goodwill gesture.No further repair claims were filed for the vehicle.On March 13, 2017, we placed our customer’s vehicle for recovery due to non-payment as the account was three (3) payments past due. Our customer contacted us requesting an additional four (4) weeks to make a payment on the account. We advised this would not be a viable option due to the amount of time which had already elapsed with no payment made. At this time, our customer also authorized a third party to speak about the account on his behalf. Later this day, the equivalent of one payment was made and the recovery was cancelled. Although a payment was received, the account remained past due.Additionally, the subsequent payments were not made, the account fell further past due and collection efforts continued.As of March 24, 2017, all phone numbers on the account were either removed by the customer or disconnected and we were unable to contact the account holder.On April 13, 2017, the vehicle was recovered due to non-payment. On this date, the authorized third party contacted Bridgecrest to discuss the recovery of the vehicle. She explained she was never advised of the due dates for payments. We explained when payments are made, we provide the next due date. Additionally, with a bi-weekly schedule,payments would be made every two weeks. We explained we have made several unsuccessful attempts to contact the account holder but all phone numbers have been disconnected or removed from the account. Furthermore, as she is not the buyer or cobuyer on the Lease, she would have not been contacted.On April 14, 2017, we contacted the authorized third party to discuss the concerns of her complaint. We explained, as this is a Closed End Motor Vehicle Lease Contract, the recovery of the vehicle will not be reported to the three major credit bureaus. Our customer expressed satisfaction with the outcome and the call was ended on amicable terms.We apologize for any frustration or inconvenience this matter may have caused. Bridgecrest thanks the Revdex.com for their continued support. If you have any questions, please contact us at [redacted].

When a payment refund is being considered, Bridgecrest requests a running bank statement on bank letterhead showing that the payment has posted to a customer’s account. If a customer is unable to provide this documentation, Bridgecrest must wait ten days to process a payment refund. Both of these options allow us to ensure that a payment has successfully processed and will not be reversed prior to issuance of a refund. While either our customer or someone with access to his online Bridgecrest account provided authorization for both payments in question, Bridgecrest did offer to assist him with reimbursing the second payment. However, our customer declined this assistance, stating that because his next payment due date was approaching, he would allow the funds to remain on the account. Our customer’s account is currently reflecting as a Paid Loan, and the clear title has been sent to his address on file.

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

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