Capitol Hill Flower & Garden Inc

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,
*** ***

Please see the attached PDF for the full response.On 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 800-965-8043.Sincerely, Brodie HCustomer Relations

For full response, please see attached. On May 5, 2017, Bridgecrest contacted our customer to provide an explanation and address his concernsAdditionally, we offered to apply a credit of $248.64, the regular semi-monthly payment amount, towards his payments as a gesture of goodwillOur
customer expressed satisfaction with our resolution and we ended the call on amicable terms We apologize for any frustration or inconvenience this matter may have caused our customerBridgecrest strives to make each customer’s experience both rewarding and pleasant while ensuring every customer is treated with the utmost respect We have reviewed the calls in question and have determined they were handled with professionalism and were up to Bridgecrest’s set standards of service and support Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at *** *** ***

(Please see the attached for full response)On December 21, 2016, our customer contacted Bridgecrest to discuss the recovery of the vehicleWe advised her of the fees due in order to redeem the vehicle and provided her the recovery agency informationOur customer declined the redemption on December
22, 2016. On January 9, 2016, we reached out to our customer to discuss her concernsWe explained the aforementioned terms of the contract and advised her that the contract had been rescinded, so there is no deficiency balance owed and the trade line will be deleted from the Major Credit Reporting BureausOur customer requested a copy of her contract be provided to her via emailOur customer verified her email address and the call was ended on amicable terms. We apologize for any confusion or inconvenience this matter may have causedAs a gesture of goodwill, we have sent our customer a $American Express gift card. 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

Sent: Friday, July 14, 10:AMSubject: Revdex.com Complaint ID: *** When the customer called my shop to complain, she told me that the wrong product was deliveredAfter hearing her out, I told her there were options: the product could be replaced, or the product needed to be picked up if she
wanted a refundApparently neither of these options were okay with her and she hung up on me after I told her thisThe customer wanted to receive a full refund AND keep the arrangementWhat kind of business functions like this? Isn't it common sense that the product needs to be returned in order to receive a refund, whether it was the wrong product or not?She contacted me again later and said the florist could now pick it upAt this point, however, the recipient of the flowers was out of town for the weekend and wasn't able to provide the arrangement for pick upThis was also the 4th of July weekend so most flower shops weren't open again until the next Wednesday (07/05)By the time the flower shop had opened again, the recipient had tossed the flowers awayThe customer continued to say she wanted the full refund and continued to say this was unacceptable. Honestly, this was a very simple problem with a very simple solutionHad she cooperated during that initial phone call, this could have been EASILY resolved day But because she hadn't, getting a refund was no longer a possibility.Either way, she continued complaining, told me she'd take me to small claims court, and continued to be uncooperative, so I eventually gave her an ultimatumThe florist in Arkansas was willing to accept the customer paying only for the price of goodsIf she were to reject that offer, then I would see her in court like she wanted. She eventually accepted, and this issue has now been resolvedI have the e-mails saved between the back-and-forth between me and the customer showing this as well.Thank you for your time.Best Regards,Lee

(Please see attached for full response)On February 7, 2017, a third party dealership contacted Bridgecrest to obtain a payoff quoteBridgecrest advised the payoff amount is $4,628.92., expiring February 17, 2017. This payoff amount is higher due to interest accrued over the previous six
days.Although there were two separate payoff quotes provided within a 10-day time frame, it is Bridgecrest’s standard practice to honor the first payoff amount; so long as the check is received before the expiration date.We apologize for any confusion or inconvenience this matter may have causedBridgecrest will honor the original payoff amount of $4,614.95, but payment would need to be received on or before February 17, We will then credit our customer’s principal balance the $differenceWe have made several attempts to reach out to our customer but have thus far been unsuccessfulWe encourage our customer to contact our Customer Relations Department, at ***, to discuss her concerns.Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at *** *** ***3.Thank you,Jessica HCustomer Relations

I am still no pleased with the resolutionThe representative basically said the same thing the Supervisor relayed before my complaint was issuedAt this point Inwill be reaching out to my attorney to see what further action can be placed as I feel this is still an illegal practiceAfter my attorney reads over my paperwork I will then see what steps need to be taken after that

On July 18, 2017, we contacted our customer and addressed his concernsAt this time, all overpayment on our customer’s account has been applied toward his principal balanceWhile we are presently unable to accommodate his request to provide an online option to make payments directly toward the
principal, we encourage our customer to continue paying ahead on his loanOur Customer Service team will gladly apply these overpayments toward his principal balance upon requestWe are also reviewing our online payment portal internally to see what enhancements may be made in the future As a goodwill gesture, Bridgecrest has applied a $credit toward our customer’s principal balanceShould our customer so desire, we will gladly provide him with a copy of his transaction history for further review

[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,
*** ***

Dear Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity toaddress our customer’s concernsOn March 4, 2015, our customer entered into a Return Anytime Closed End Motor VehicleLease Contract with DriveTime when he leased a Nissan PathfinderWhile
DriveTime originated the Lease and is the Lessor, Bridgecrest Credit Company(Bridgecrest) is the servicer for the LeaseAttached is the Return Anytime Closed EndMotor Vehicle Lease Contract for your review.On page of the Return Anytime Closed End Motor Vehicle Lease Contract, undersubsection Types and Amounts of Required Insurance Coverage, it states:“You must maintain insurance in the following amounts: (i) Bodily Injury Liability with limits of $25,one person/$50,for all persons, (ii) Property DamageLiability with limits of $25,000… You agree to notify us immediately by contactingDriveTime Customer Service… if you 1) change your insurance carrier,…”Additionally, on page of the Return Anytime Closed End Motor Vehicle LeaseContract, under subsection Default, Repossession and Other Remedies, it reads:“The following are events of default: … (c) You do not maintain requiredinsurance…If you are in default, after waiting any time the law requires, we maydo any of the following: (e) Take (repossess) the Vehicle wherever we find it andenter any property where the Vehicle may be to do so…” Bridgecrest has a third party insurance service center who monitors our customer’sinsurance policiesWhen the third party receives a notice of cancellation or policyexpiration, they will work the account for days in attempts to obtain valid insurance.Part of this process includes a letter being sent to our customers to request active insurancedocumentationIn the event they are unable to verify active insurance, Bridgecrest thenwill take over this process for these accountsBridgecrest will attempt to reach ourcustomer to obtain valid insurance documentation for the next daysAfter days ofnot being able to verify active insurance, Bridgecrest will assign those vehicles forrecovery.On December 6, 2017, the third party insurance vendor mailed a letter to our customer’saddress on fileThe reason for this letter was to advise our customer of their attempts toobtain updated insurance informationAttached is a copy of this letter sent for yourreference.On January 18, 2017, Bridgecrest was notified by the insurance service center of theirattempts to obtain updated insurance from our customerBridgecrest would begin attemptsto reach our customerThe vehicle would be designated for recovery if no insurance wasprovided, by February 22, 2017.Between the dates January 24, through February 22, 2017, Bridgecrest madenumerous unsuccessful outbound calls to the phone numbers listed on the account.On February 27, 2017, Bridgecrest assigned the vehicle for recovery through a third partyrecovery agency, due to the lapse of insurance coverage.On February 28, 2017, the third party recovery agency reported the vehicle as recoveredOn March 1, 2017, our customer contacted Bridgecrest, from an alternate phone numbernot listed on his account, concerning the recovery of his vehicleOur customer wasadvised he would need to provide an updated insurance policy along with satisfying the recovery fee of $425.00.Later that day, our customer paid the recovery fee and presented Bridgecrest his updatedinsurance policyOur customer advised us of his attempt to set an appointment with therecovery vendorThe recovery vendor advised the earliest they would release the vehiclewould be Friday, March 3, As a courtesy, we offered to contact the recovery vendor to seek further information regarding the release of the vehicle and determine if any additional options are available to expedite this process. On March 2, 2017, our customer contacted Bridgecrest requesting a status update on therelease of the vehicleAfter speaking with the third party recovery vendor, we explained the vehicle was set to be released March 3, 2017.Later that day, Bridgecrest contacted our customer to discuss the recovery of his vehicleand apologize for any frustration this matter may have causedOur customer advised hewill be picking up the vehicle March 3, and expressed concerns about the vehiclebeing recovered despite carrying active insurance and having DriveTime listed on thepolicyWe explained the Contract requires all lease customers immediately provideupdated insurance policiesOur customer advised he is currently driving a rental vehicleand had to purchase new car seats to transport his children until he is able to retrieve hisvehicleBridgecrest offered to review for any exceptions of reimbursements or refunds.On March 3, 2017, Bridgecrest contacted our customer to advise him we would bewilling to refund half of the recovery fees ($212.50)Our customer expressed satisfactionwith our resolutionAt this time, our customer has satisfied all fees and has possession of his vehicle.Bridgecrest will continue to work with our customer to ensure he receives his refundcheck and we end our correspondence on amicable terms.We apologize for any inconvenience or confusion this matter may have causedAs agoodwill gesture, Bridgecrest has sent a $American Express gift card to our customer.Bridgecrest thanks the Revdex.com for their ongoing supportShould you haveany questions or concerns, please contact our Customer Relations department at *** ***Thank you, Danielle CCustomer Relations

Please see the attached PDF for the full response.On September 6, 2016, Bridgecrest received a copy of our customer’s driver’s license, social security card, and the signature page of the ID theft affidavitAs the copy of the social security card and driver’s license were illegible and the theft
affidavit was incomplete, Bridgecrest was unable to initiate an investigation Bridgecrest has made several unsuccessful attempts to contact our customer and further address her concernsAttempts to reach her have been unsuccessful but will continue in an attempt to reach an amicable resolution. On September 9, 2016, we sent a letter via certified mail to our customer’s address on fileThe purpose of this letter is to inform our customer of our attempts to reach out to her We would like the opportunity to help our customer, but we need completed, verifiable informationWe request that our customer file a police report and provide Bridgecrest/DriveTime with the entirety of the police report to ensure that we can work cohesively with the police department to resolve this matterWe also require the full theft affidavit signed and notarized with legible copies of her driver’s license and social security cardTo this date, Bridgecrest/DriveTime has not received a police report nor completed identity theft documentation We apologize for any confusion or convenience this matter may have causedAs a goodwill gesture, Bridgecrest has applied a credit of $toward 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, Brodie HCustomer Relations

Please see the PDF for the full responseOn August 24, 2016, our customer contacted Bridgecrest to update the address on fileWe informed the customer that we would send the updated information to the necessary department so the title is sent to the proper place. On October 4, 2016, our
customer contacted Bridgecrest to obtain an update in regards to receiving the title for the vehicleWe explained to the customer that the delay was due to, among other things, the change in addressWe informed the customer that the title was set to be overnighted on October 7, 2016. On October 5, 2016, Bridgecrest reached out to the titles department to obtain an update on the title on behalf of the customerWe were advised that the title was printed and sent via FedEx Overnight to the customer’s updated addressBridgecrest was informed that the tracking information shows that the title was successfully delivered. On October 7, 2016, we successfully made contact with the customerOur customer confirmed that the title for the vehicle was received We apologize for any confusion or inconvenience this matter may have causedIn this case, our customer’s experience did not meet our standardsWe are reviewing our internal lease payoff procedures to ensure that these types of situations are handled more expeditiously in the futureAs a goodwill gesture, we have mailed a $American Express gift card to the customer. DriveTime 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 Phone: ***Fax: ***

[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,
*** ***

When an insurance check is subsequently made out to both our customer and Bridgecrest, it is standard procedure for the check to be managed by the Bridgecrest Total Loss DepartmentOur procedure ensures we are able to validate that the repairs for the vehicle have been completed before endorsing
the check to the repair facilityFurthermore, our procedure assists with reducing the amount of vehicles abandoned at repair facilities with no payment for repairs completedOnce the repair facility provides Bridgecrest with the required documentation and proof of the repairs completed, Bridgecrest will then endorse the insurance check in full to the above-mentioned repair facilityOn June 2, 2016, Bridgecrest received an insurance check from a third party insurance company in the amount of $That same day, our customer contacted Bridgecrest with concerns in regard to the insurance checkShe wished for Bridgecrest to facilitate arrangements to endorse the check in her name as the sole recipientWe advised that we would be unable to accommodate her request to remove Bridgecrest from the insurance check; additionally, we advised once the repair facility provided us with the final itemized invoice and pictures of the completed work, Bridgecrest then would endorse the insurance check to that repair facilityOn June 6, 2016, Bridgecrest contacted our customer to address the concerns in her complaintOur customer stated that she was inconvenienced, and wished for Bridgecrest to endorse the insurance check in her namePer previous correspondence, we advised that Bridgecrest would be unable to endorse the insurance check in her name; additionally, we encouraged our customer to take the vehicle to a licensed repair facilityOnce that repair facility notifies us that they have completed the repairs and provided the aforementioned documentation, the insurance check would then be endorsed to that repair facility.Please see attached PDF for the full response

(Please see attached for full response)On June 9, 2017, after review of the bank statements, Bridgecrest reached out to the ATP and advised we would only be able to refund a portion of the overdraft fees, the portion related to the payment that draftedWe advised we would be unable to refund
additional overdraft fees from other charges that occurredThe ATP requested to have her concerns addressed by a managerWe advised we would escalate the matter and a manager would reach out to her shortly.On June 12, 2017, a manager reached out to the ATP to apologize for the situation and advised we would apply a refund of $towards her accountIn addition, we would apply an additional $credit for the inconvenience this has causedThe ATP accepted the refund and the call was ended on amicable terms.On June 14, 2017, Bridgecrest reached out to the ATP to discuss her concerns furtherWe confirmed our customer’s concerns were resolvedWe further advised we are pursuing all internal training opportunities and would ensure the refund is applied to the account as promisedThe refund was successfully applied to the account on later this same day.At this time, we have addressed all internal training opportunities regarding this matterShould our customer or the ATP have any future questions or concerns, we encourage them to contact our Customer Relations department at *** ***

For full response, please see attached. DriveTime has investigated this matter internally and have concluded our customer’s refund request was not submitted in a timely mannerThe refund request was submitted on April 12, 2017, the check was issued and sent out on April 14, The check was
sent with an estimated time of arrival of 7-business daysDriveTime has since voided the check and reissued a new check to be overnighted directly to our customerThe check was overnighted on April 26, 2017, with a confirmed delivery of April 27, We have advised our customer of the above aforementioned process of resolution and she has express satisfaction with the outcomeBridgecrest apologizes for the delay and inconvenience this may have causedAs a goodwill gesture, we have sent our customer a $American Express gift card to her address on fileShould she have any additional concerns or questions, we encourage her 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

[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,
Echo S***

can't call you when I don't have a phoneYou all have been told thisAnd you all couldn't wait till first check came in

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn February 10, 2017, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Jeep Liberty from DriveTimeThe Contract was subsequently
assigned to Bridgecrest Acceptance Corporation (Bridgecrest)Attached is a copy of the Simple Interest Retail Installment Contract for your referenceAt the time of sale, our customer was provided a 30-days / 1,500-miles DriveCare Limited Warranty,administered by Silver RockOur customer also elected to purchase an additional 5-years /50,000-miles Vehicle Service Contract, also administered by SilverRockAttached is the DriveCare Limited Warranty and Vehicle Service Contract for your reference.At DriveTime, we aim to avoid mechanical failure by inspecting our vehicles prior to sale.All of our vehicles are inspected at a DriveTime Inspection CenterHowever, if a part is not failing at the time of the inspection, it does not need to be replacedFurthermore, due to the nature of specializing in pre-owned vehicles, it is difficult for us to determine when and what type of repairs may be needed post-saleFor this reason, we provide all customers with a Drive Care Limited Warranty which allows most mechanical concerns to be addressed within the first days/ 1,miles after purchase with no out-of-pocket expense to our customerAdditionally, we encourage our customers to purchase extended coverage to utilize in the event of future mechanical repairs.On February 23, 2017, a claim was initiated by an in-network repair facility for the check engine light indicatorPer the repair facility’s diagnosis, SilverRock authorized the replacement of the fuel tank with no out of pocket expense to the customer, under the terms of the DriveCare Limited WarrantyThe repair facility advised the repairs were expected to be completed by February 27th, 2017.On March 27, 2017, a claim was initiated by an in-network repair facility for the right rear purge valve hoseSilver Rock advised this is a non-covered component under the Vehicle Service ContractGenerally, non-covered components would be the responsibility of the customerHowever, after further review, DriveTime offered to cover the cost of the repairs with no out-of-pocket expense to our customerPer the repair facility, these repairs were expected to be completed by March 30, 2017.On April 3, 2017, Bridgecrest contacted our customer to discuss his concernsHe explained the vehicle is currently at the repair facility for further repairsWe offered to review options of possible assistance once a claim has been filed with SilverRockHowever, at this time,no claim has been initiated with Silver RockWe will continue our efforts to assist our customer in order to ensure an amicable resolution is reachedBridgecrest thanks the Revdex.com for their continued supportIf you have any questions, please contact us at ***

While our customer owed a total of $2,in past due payments and recovery fees, we provided her with the opportunity to pay a reduced amount of $1,to reinstate her loan and secure the release of the vehicleThis offer was valid until August 27, At this time, the offer to reinstate is no longer validThe vehicle has since been transported to auction to be sold; any proceeds will be applied to the remaining deficiency balance on our customer’s loan