Capitol Hill Flower & Garden Inc

Please see the attached PDF for our full response.As this is a simple interest loan, interest still accrues during the deferment periodWe disclose that to our customers prior to beginning the deferment processUpon review, should our customers not be eligible for payment deferments, then payment arrangements will be offeredBridgecrest wishes to ensure that we are setting our customers up for success. Given we have been instructed not to contact our customer on her home phone and she has requested to be called after our hours of operation, we have mailed a letter via FedEx and emailed our customer requesting her to contact us to resolve her complaintAt this time, we have been unsuccessful with our attempts to contact our customer and address her concerns. On November 23, 2016, we pulled the calls in question to be reviewedOur customer’s experience with Bridgecrest did not adhere to the set standards that we strive to provideWe sincerely apologize to our customer for the actions that transpired during her correspondence with BridgecrestBridgecrest strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectWe sincerely apologize if she feels she did not receive a pleasant experienceWe are taking necessary internal steps to address our customers experience As a gesture of goodwill, Bridgecrest will credit our customer’s account $which will consist of two full payments and a partial payment of $We will continue attempts to contact our customer to reach an amicable resolution. Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling ***. Sincerely, Brodie H.Customer Relations

Please see the attached PDF for our full response.As this is a simple interest loan, interest still accrues during the deferment periodWe disclose that to our customers prior to beginning the deferment processUpon review, should our customers not be eligible for payment deferments, then payment
arrangements will be offeredBridgecrest wishes to ensure that we are setting our customers up for success. Given we have been instructed not to contact our customer on her home phone and she has requested to be called after our hours of operation, we have mailed a letter via FedEx and emailed our customer requesting her to contact us to resolve her complaintAt this time, we have been unsuccessful with our attempts to contact our customer and address her concerns. On November 23, 2016, we pulled the calls in question to be reviewedOur customer’s experience with Bridgecrest did not adhere to the set standards that we strive to provideWe sincerely apologize to our customer for the actions that transpired during her correspondence with BridgecrestBridgecrest strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectWe sincerely apologize if she feels she did not receive a pleasant experienceWe are taking necessary internal steps to address our customers experience As a gesture of goodwill, Bridgecrest will credit our customer’s account $which will consist of two full payments and a partial payment of $We will continue attempts to contact our customer to reach an amicable resolution. Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling ***. Sincerely, Brodie H.Customer Relations

To Who It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On November 5, 2015, our customer entered into a Closed Ended Motor Vehicle Lease with DriveTime when he leased a Chrysler PT Cruiser
While DriveTime originated the Lease and is the Lessor, Bridgecrest Credit Company is the servicer for the LeaseAlong with the vehicle, came a Driver’s Seat Limited Warranty, administered by Aeverex, at no additional cost to our customerAttached is the Closed Ended Motor Vehicle Lease (Contract) and Limited Warranty for your reference DriveTime does not compete on price, nor do we hide itAt the time of signing, DriveTime reviews each document with our customers and ensures they understand the information withinBy signing these documents, they are asserting that they have read and fully understand the terms enclosedWe encourage our customers to thoroughly review all paperwork before signing the contractIn addition, we record all of our closings, and a centralized group typically reviews in excess of 1,closings each month to ensure adherence to our standards, including the disclosure of all terms and pricing At the time of lease, our customer agreed to make monthly payments of $362.23, for a base periodic payment total of $13,This total consists of the agreed upon value of the vehicle at $8,507.00, and a rent charge of $5,766.80, minus the residual value of the vehicle at the end of the lease, $1,This information is outlined on page of the Contract On November 2, 2016, our customer’s monthly payment was drafted from his debit card, as the account was set up for online-recurring automatic paymentBridgecrest’s automatic payment options allow our customers to have their payments automatically withdrawn on specified dates in order to avoid late payments or feesIn order to cease this automatic withdrawal, it must be cancelled hours prior to the next scheduled paymentOn November 3, 2016, our customer logged into his online account and set up online-recurring automatic payments to be drafted from his checking account directlyDue to system error during set up, a second payment was drafted from our customer’s account on this same day. On November 4, 2016, our customer reached out to Bridgecrest to notify of the double payment and asked to have one payment refunded to himWe asked our customer to send in running bank statements for our review. On November 5, 2016, our customer contacted Bridgecrest to ensure that the bank statements were received and explain that he needed the funds returned immediatelyWe explained that we had not received them yet and apologized for the situation. Per processes, when a payment is made in error, days must pass before a payment refund is requested and processedThis ensures that the payment will not reverse and the funds are given to Bridgecrest. At this time, Bridgecrest has made the exception to refund our customer the second payment of $362.23, before that 10-day period endsAccording to the tracking information, the check was successfully delivered November 9, 2016. The actions described in our customer's correspondence are not in keeping with DriveTime's set standards of service and supportDriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectWe will review the situation for any internal training opportunities or possible adjustments to policies and procedures. We apologize for any inconvenience, confusion, or frustration this matter may have causedUnfortunately, we are unable to accommodate our customers request to convert the lease vehicle to a finance vehicle, offer a payoff, or reduce the balance owed towards the leaseAs a goodwill gesture, a $gift card was sent to our customer and confirmed as received on November 8, 2016. Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ***Sincerely, Jessica H.Customer Relations

I was told I needed pay stubs and then on a different phone call o was told I did not need pay stubs I just needed to make a frequency change once I paid payments to make the account up to datethe miss communication is why there weren't any pay stubs sent in

[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 while the year make
a model of the vehicle listed in the response is incorrect, the rest of the account of my experiences with the company are correct.*** / Bridgecrest has called me and reached out to me to correct my concerns and since they have contacted me, I have received my title to the vehicle (free and clear of any lien-holder previously listed), I have received my refund check in the correct amount of the over payment I made , and I have received a $gift card for my troubles.Thank you for your assistance, Revdex.com, for facilitating the prompt resolution on this matter
Regards,
*** ***

Please see the attached That same day, a Bridgecrest supervisor spoke with our customer in an effort to address her concernsThe assisting supervisor advised our customer that Bridgecrest, under no circumstances permits customers with Charged Off loans to post-date paymentsFurthermore,
post-dated payments were privileges subject to the terms of her Chapter Bankruptcy. On January 12, 2017, Bridgecrest spoke with our customer in an effort to address her concernsWe advised that Bridgecrest is not obligated to provide our customers with monthly payment plans we would be unable to accommodate her request to provide her with policy documentationOur customer stated that she is paid on the 18th of every monthLikewise, should she encounter a situation where the 18th falls on a weekend, her vehicle could potentially be recovered due to her inability to make her paymentDue to the potential underlying issue that could arise by continuing to hold our customer to her current payment planBridgecrest made an exception to change our customer’s payment plan date from the 18th of every month to the 21stOur customer was satisfied with the due date change, and we ended our correspondence on amicable terms. After review of our customer account, we have found that our customer’s purchase and finance of the vehicle and the administration of her loan were handled in accordance with our standards and procedures and all applicable lawsWe apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, Bridgecrest has applied a $credit toward our customer’s deficiency balanceBridgecrest 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

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On July 27, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Nissan VersaThe Contract was subsequently
assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest)Our customer purchased the 5-year/50,000-mile Vehicle Service ContractAttached you will find the Simple Interest Retail Installment Contract and the Vehicle Service Contract for your reference.In April 2016, DriveTime received a private letter ruling from the state of Indiana, which concluded that our Vehicle Service Contract product is not subject to Indiana sales taxAs a result of this, this account received a refund for the sales tax charged at the time of sale and applied towards the principal balance onlyAll payments made on or after the sales date and before April 2016, were reversed and reapplied to the account.On June 3, 2016, our customer contacted us concerning the payments on the accountWe informed her that the down payment was reversed and reapplied as a “payment” on her accountWe advised her to continue to make her regularly scheduled payments since the down payment was technically satisfied.As of June 14, our customer currently owes $for $in past due payments, $in in-sufficient funds fees, and $in a late fee.Full response provided to the Revdex.com

On September 5, 2017, our customer contacted Bridgecrest and inquired into the status of the payoff letterWe advised that the letter had been scheduled for release on September 4, but because it had been a holiday, it would be sent todayWe advised our customer he should receive the letter within
minutesLater that day, we contacted the ATP and confirmed our customer had received the payoff letterA copy of this letter has been attached for your review

(Please see attached for full response)Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsAt this time, Bridgecrest is unable to accommodate our customer’s request to refund any money or waive any balances still owed on the loan.Our
customer contacted Bridgecrest on August 16, to advise us she would be making a payment of $on August 28, Although that payment was satisfied, another payment our customer made on August 15, was reversed due to insufficient funds, causing the account to become days past dueBridgecrest made unsuccessful attempts to reach our customer to discuss the reversed payment and her account statusWith no line of communication established between August and August 24, 2017, as the account was days past due, Bridgecrest assigned the vehicle for recovery on August Our customer reinstated the vehicle on September 1, We have determined the recovery of the vehicle was in compliance with state and federal laws and regulationsWe have not been able to reach our customer to provide this explanation or address any additional concerns she may haveWe will continue our efforts to contact her in hopes of reaching a mutual understandingA detailed description of events is provided below

On August 30, 2017, we contacted our customer and confirmed he had retrieved the vehicleOur customer expressed concerns about having to make two payments of $to secure the release of the vehicle, when he had only agreed to make one at this timeAdditionally, our customer discussed concerns
that the vehicle had been damaged by the recovery vendorAfter further review of our customer’s situation, we refunded the second payment of $made via certified funds as a goodwill gestureShould the initial ACH payment of $be reversed for any reason, our customer has acknowledged an understanding that the vehicle will be reassigned for recoveryAdditionally, we are currently reviewing the situation with the recovery vendor and intend to work with our customer until this matter is resolved

Later that day, we spoke to our customer and attempted to address her concernsWe discussed the above information and explained that we had made efforts to assist her with curing the account delinquency prior to recovery, but the account had fallen too far past dueWe encouraged her to work with
our Redemptions department for further assistance with reinstating her loanDue to the sizable past due status of our customer’s loan and the recovery of the vehicle, our customer will need to make a minimum payment of $1,to secure the release of the vehicle back into her possession and to ensure the loan is successful upon reinstatementThe sale of the vehicle is currently on hold, pending our customer’s decision to accept our offer and make the aforementioned minimum payment to reinstate the loanOur offer is valid until August 27, 2017, after which the vehicle will be sold and any proceeds will be applied to the remaining deficiency balance on the loan

For full response, please see attached. At the time of sale, our customer provided proof of incoming supporting she was paid on September 17, and on the Get Approved Form, she listed her next pay date of October 22, With this given information, we strived to align the payment due dates with our customer’s pay date to aid her in being successful throughout the life of the loanThe Contract was finalized to have the first payment due on November 19, and on the nineteenth of every month from then onAdditionally, our customer was provided with a payment schedule for when future payments are dueWe have the ability to review for a due date change to align with our customer’s pay datesShe may contact our Customer Relations department at *** *** to discuss this further. As explained in our prior response, our customer’s contract is a ‘simple interest’ contractA “finance charge” (interest) is charged each day on the amount financed with usIf a payment is made late, the Contract continues to accrue interest and upon receipt of the payment, more of the payment is applied to resolve the extra interestWe have attached a copy of our customer’s transaction history to show the distribution of payments amongst the principal and interest balance and the remaining principal balance.As of July 17, 2017, there have only been five (5) repair claims filed with Aeverex, our customer’s vehicle service contract administrator, since the purchase of the vehicleWe have not received any receipts for repairs indicating our customer has paid for out of pocketWe additionally have not received any updated diagnostic/itemized estimates for any current mechanical concerns she may have with the vehicleBridgecrest has not been able to speak with our customerWe would be willing to explore any available options of assistance should she be experiencing mechanical concerns with the vehicle and encourage her to contact our Customer Relations department

November 29, Revdex.com *** *** ***
*** *** *** 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 3,
2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Mitsubishi GalantAttached you will find a copy of the Contract for your reviewThe Contract was subsequently assigned to ** *** ***, now known as Bridgecrest Acceptance CorporationAt the time of purchase, our customers agreed to make bi-weekly payments of $and final payment of $213.53, beginning June 20, Bridgecrest intends to keep the terms of our customer’s contract as written, unless a change is otherwise agreed upon by Bridgecrest and our customerOn May 10, 2016, Bridgecrest assisted our customer with a one-time due date changeA due date change is a type of loan modification that allows our customer to remain on the same pay frequency, but change the dates the payments are madeBridgecrest only allows one of each type of loan modification for our customer’s loanBetween the months of June to November of 2016, Bridgecrest spoke with our customer on several occasions in reference to her paymentsOur customer mentioned she receives her paychecks on the 5th and the 20th of every month and requested a change to her payment frequency of her contractWe advised our customer to provide two consecutive paycheck stubs to show proof of her new pay frequencyTo this date, we have not received the paycheck stubs that had been requestAdditionally, we advised our customer in order to qualify to have her payment frequency changed her account must be current(Full response provided to the Revdex.com)

Please see the attached PDF for full response. October 14, 2016 Revdex.comPh*** ***Fax *** *** Re: Complaint # *** To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns. On October 11, 2016, our customer contacted Bridgecrest to discuss her concerns furtherShe stated that Aeverex had reimbursed her $per the terms of the Vehicle Service ContractHowever, she stated that the amount reimbursed did not meet her expectations since she paid a total of $in rental and tow feesWe encouraged her to provide us with copies of her expense receipts for review and the option for possible reimbursementThat same day, Bridgecrest received her receipts. On October 12, 2016, we contacted our customer to re-address the concerns in her complaintWe advised that we would make an exception and reimburse four days at $per day as written on her receiptIn addition, we offered to reimburse four days at $per day, equivalent to the terms of her vehicle service contractOur customer agreed, and we ended correspondence on amicable terms. 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 Department

I have receive ONE phone call from a person named Carlos at "DRIVE TIME" on 4/21/who left a message to call back.I did call back and got a voicemail, and left a message that I returned the call.This is the dealership I purchased the vehicle from...NOT Bridgestone who FINANCED the car.Their statement that they have made "multiple attempts" to contact me is absolutely false!Furthermore, I have never heard of a legitimate financial institution not wanting to work with an existing customer in order to KEEP their business.To suggest that I "look elsewhere" for refinancing, etcis very bad business and very bad customer relations.Basically, they are telling me, "we don't care if you do business with us or not."This is a "scam" of a loan with an interest rate that is so high it is nothing short of a "loan shark loan."They should be reported to the Government for poor lending practices!

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

(please see full response attached)On April 4, 2017, the account holder contacted Bridgecrest to advise us they had refinanced the vehicleHe informed us the payoff check should be received by the end of that weekNo check was received that week.On April 28, 2017, at days past due, Bridgecrest
received and processed a check in the amount of $13,As the payment satisfied the remaining balance of the account, the trade line was updated to Paid in Full with one (1) 30-day plus delinquency. On May 11, 2017, the account holder contacted Bridgecrest inquiring about removing the 30-day delinquency from the trade lineHe informed us the refinancing company was supposed to send the payoff check directly to Bridgecrest not to him We advised he could dispute this matter with the major credit bureaus as we are accurately reportingHowever, should he have any further inquiries, we are willing to review for assistance and clarification.On May 17, 2017, Bridgecrest contacted co-buyer and advised her we are unable to remove the 30-day delinquency from her credit reportWe explained the payoff check was not received until the account exceeded days past dueThe co-buyer acknowledged our conclusion and the call was ended on amicable terms.At this time, Bridgecrest is unable to remove the 30-day delinquency y from our customers’ credit reportsAdditionally, our customers’ account is reporting as Paid in Full with one (1) 30-day delinquencyAttached is a credit reporting letter to show what Bridgecrest is reporting.We apologize for any inconvenience or confusion this matter may have causedAs a goodwill gesture, Bridgecrest has sent our customer a $American Express gift card to her address on file

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 statement about the insurance is falseI will be going to court

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