Capitol Hill Flower & Garden Inc

In October 2014, Bridgecrest temporarily ceased credit reporting to all three major credit bureau agenciesThis cease was due to required system enhancements taking place in the manner Bridgecrest reports to the credit bureausWe have completed the necessary updates with ***, *** and
***, and they have uploaded our customers’ account information for public viewing. We understand the importance of building and maintaining a credit scoreWe also understand the importance of accurately reporting credit activity, and that is why ***e has made the effort to complete these system enhancements. After extensive review, we determined that there were serious questions about the ability to report bankruptcy accounts accuratelyAs a result, when one, or both, parties on the loan file for bankruptcy, Bridgecrest ceases reporting the trade line to all three (3) major credit bureaus. On October 24, 2014, after purchasing a vehicle with ***e, our customer filed for Chapter bankruptcyThis bankruptcy was discharged on February 11, 2015. On April 22, 2016, our customer contacted Bridgecrest with concerns about his account not presently reporting to the three (3) major credit agenciesWe advised that since his bankruptcy occurred after he purchased the vehicle; currently, Bridgecrest would be unable to report his trade-line. On May 18, 2016, ***e contacted our customer regarding the concerns stated in his complaintWe advised our customer we are required to report all credit fluctuations accuratelySince our customer’s bankruptcy occurred after the purchase of the vehicle, Bridgecrest has the inability to verify the accuracy of the post-bankruptcy credit reportAt this time, we are unable to accommodate our customer’s request for reinstatement of his trade-lineWe came to an understanding, and concluded our correspondence on amicable terms

After review of the four calls in question, Bridgecrest has determined that all of our representatives acted appropriately and in accordance with Bridgecrest’s standards for serviceEach Bridgecrest agent is expected to obtain updated contact information when a customer indicates that their
personal information has changedDuring each call, our customer was promptly transferred to the appropriate party after requesting to speak to someone elseWe have confirmed that our customer’s previous online Bridgecrest account was reset, and a new online account has since been set up with the email address provided in our customer’s correspondenceThe payment arrangement for September 29, is still reflecting on our customer’s account; therefore, she should not receive any calls from Bridgecrest regarding her past due payment before that timeWe have made multiple attempts to contact our customer, but we have been unable to reach herWe encourage our customer to contact Customer Relations at *** so we may ensure her concerns have been addressed

June 27, Revdex.com Ph(602) 264-Fax (602) 263-0997 Re: Complaint # *** To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn June 5, 2015, our
customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Ford FusionAttached you will find a copy of the Contract for your reviewThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAs a courtesy to our customers, Bridgecrest submits loan activity to all major credit reporting agencies on the final day of every monthThis information includes the payment history, loan balance, and monthly minimum payment required On June 15, 2016, our customer spoke with Bridgecrest to inquire why his credit reporting balance had been raised by $Our customer was informed that the amount would be looked into further to see if reporting was accurateOn June 17, 2016, our customer was informed that the increase of $was due to an accrual of interest between his payment datesOn June 24, 2016, Bridgecrest made contact with our customer and provided detailed information in regards to how a simple interest loan functionsBridgecrest had provided our customer with an amortization schedule of payments showing how the payments had applied towards the principal and interest on the loan.Continued (Full response submitted to the Revdex.com)

Thank you for your response, here we are again on June 16, where the car is worst and making noises and not drive able. I had to ask a friend to take me to work so Drive Time offered a rental I do not want to pay any more so I am asking for favors with friends to take me to work. I just feel that Drive Time is trying to fix a car with putting a band-aid on the car. I am so tired of calling Drive Time and I appreciate what they are trying to do, but honestly, I feel like I am stuck with a Lemon of a car. Drive Time tells me there's nothing they can do because they have to follow protocol and it's understandable, but what about me the consumer? So, they are protected, but what about me being stuck with a car that is not work the $34,once it's paid off? Do I get anything out of it?

Response too large, please see attached

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn March 2, 2017, our customer entered into a Simple Interest Retail Installment Contract (Contract) when she purchased a Subaru Forester from DriveTimeThe Contract
was subsequently assigned to Bridgecrest...(PLEASE SEE ATTACHED FOR FULL RESPONSE)

It is our set policy and procedure to wait ten days after receipt of payoff funds prior to sending a payoff letterIf our customers request an exception and would like a payoff letter before the ten-day holding period has elapsed, Bridgecrest requires a running bank statement to confirm that all payments made have successfully posted, therefore ensuring that the loan is truly paid offThe document our customer and the ATP provided was not on bank letterhead, did not show a running balance, and did not show whether payments had posted to the accountAs the document did not adequately reflect the required information needed for an exception, we were unable to prematurely release the payoff letterOn September 5, 2017, we contacted the ATP to discuss the complaint she had filed with the Revdex.comIt is Bridgecrest’s practice to contact all customers and ATPs who file complaints to ensure their concerns are addressed to the best of our abilityWe apologize for any frustration or inconvenience this correspondence caused the ATP or our customer.At this time, we have confirmed that both our customer and the ATP have received copies of the payoff letter via email and postal mail

[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,
*** ***

(Please see attached for full response)On June 2, 2017, our customer contacted Bridgecrest to advise she submitted documents to have the MotionGPS cancelled in April and inquired if her refund could be expedited, now that the account was paid in fullWe explained how to process worked for ancillary
product refunds and advised we were unable to expedite it as there were various departments involvedOur customer requested to have a manager contact her to further address her concerns.Later this same day, a manager attempted to contact our customer on the number listed in the account but was unable to reach her.On June 7, 2017, Bridgecrest reached out to our customer to discuss her concernsOur customer advised she was concerned with the timeframe previously provided to her regarding the refund check and the experience with the previous customer service representativeWe apologized for her experience and further advised we were able to get her refund expedited and overnight it to her by June 8, Additionally, we offered to send our customer a $American Express gift card as a goodwill gestureOur customer accepted our offer, verified her address, and our correspondence ended on amicable terms.At this time, Bridgecrest has mailed our customer her MotionGPS refund check and the $American Express gift cardIt was successfully delivered on June 8, We will continue to review our internal refund process and will handle all applicable training opportunities internally

Please see the attached PDF for the full response.On August 30, 2016, our customer contacted Bridgecrest with concerns about the vehicles statusBridgecrest advised that the vehicle is eligible for transport the same day it’s recovered; furthermore, the vehicle was en-route to the auction facility
prior to the third party recovery agency receiving the release requestOur customer was encouraged to schedule an appointment with the auction facility and to settle any additional fees through them.At this time, after our review we 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 lawsHowever, Bridgecrest does acknowledge that our customer was able to provide us with her reinstatement fee within a reasonable amount of time; therefore, we will extend an offer to waive all additional fees accrued while the vehicle is at the auction facilityOur customer will be required to facilitate arrangements to secure the vehicle and will be accountable for any travel costs.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

August 18, Revdex.com Ph(602) 264-Fax (602) 263-0997 Re: Complaint # *** To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On May 1,
2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Mercades-Benz C ClassAttached you will find a copy of the Contract for your reviewThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAt the time of sale, our customer agreed to make bi-weekly payments of $and final payment of $217.22, beginning May 15, Our customer also agreed to finance a total of $18,with a 22.739% Annual Percentage Rate, as outlined on page of the Simple Interest Retail Installment ContractBridgecrest does not compete on price, nor do we hide itWe encourage our customers to research all aspects of their purchase prior to saleIn fact, the majority of people who visit our website review inventoryWe believe a large number of our customers review inventory online, including vehicle pricing, before coming to our dealershipsWe also post the prices of our vehicles on all of the vehicles at our dealerships. At the time of signing, Bridgecrest 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 interest rate.Full Response Attached

On August 24, 2016, an in-network repair facility filed a claim with *** for the HVAC compressorUnder the terms of the Vehicle Service Contract, the HVAC compressor is non-covered and therefore *** was unable to administer the approvalDue to the third party inspection report indicating
an alternate source had caused contamination and the sequential failure of the compressor; the manufacture opted to decline sending an additional unitAs the instillation of the compressor had not led to the contamination, the repair facility held no obligation to supply a replacement Upon communication with our customer, we would like to make a one-time exception and approve the repair/replacement of the HVAC compressor in fullThe repair facility will utilize their resources to order the HVAC compressor from an alternative manufacturerShould our customer wish to cancel the Vehicle Service Contract, we can assist her by facilitating the appropriate documentationAny refunds would be at a pro-rated amount to be determined at the time of cancellation and applied toward her principal balance As a goodwill gesture, Bridgecrest has applied a $credit toward our customer’s principal balanceBridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at *** Please see the attached PDF for the full response

For full response, please see attached. On April 28, 2017, *** contacted our customer to discuss her concernsThey explained all repairs have been authorized and are expected to be completed by May 5, They also advised they would be willing to reimburse for rental expenses upon
providing us with paid receiptsAdditionally, *** offered to provide our customer with a direct bill rental through the completion of repairsThis means *** will cover the daily rate of the rental vehicle while our customer is responsible for any applicable fees assessed by the rental facility On May 1, 2017, *** received our customer’s rental receipts and have processed a 20-day reimbursement at $per dayOur customer expressed satisfaction with the resolution and the call was ended on amicable termsBridgecrest will remain in contact with our customer to ensure the repairs are completed in a timely and efficient mannerBridgecrest 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

(Please see attached document for full response.) Our customer was also granted payment deferments between April 1, and November 1, Deferments are loan modifications which allow past due payments to be moved to the end of the loan, bringing the account back to a current statusDuring the deferral period, our customer was not required to make a payment, however interest continues to accrue on the accountSeven of the payment deferments provided were to assist with out-of-pocket repairs that were not covered by the warranty administrator Aeverex. In regards to the vehicle value, all vehicles are subject to depreciation, declining in value with use and wearAs it has been three years and two months since purchase, the value of our customer’s vehicle would not be the same as the day she purchased from us. Bridgecrest again apologizes for any frustration experienced by our customer due to the Vehicle Service Contract (VSC) not being presented as optionalUnfortunately, our customer did sign all documentation opting to purchase the VSCAs previously explained any ancillary products offered at time of purchase are optionalThe information provided above in regards to late payments and deferments are all factors in what the remaining balance of the loan is

August 27, 2016Revdex.comPh(602) 264-5299Fax (602) 263-0997Re: Complaint #***To Whom It May Concern:Thank you for bringing this matter to our attentionWe appreciate the opportunity toaddress our customer’s concern.On August 22, 2015, our customer entered into a Simple Interest
Retail Installment Contract when she purchased a Ford Fusion from DriveTimeThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.Our customer’s account was initially set up for bi-weekly payments of $198.50, and one final payment of $197.19, as noted on the attached Federal Truth in Lending Disclosures.Bridgecrest assesses a $late fee once accounts go over days past dueIn ourcustomer’s case, the most recent late fee was assessed on June 3, 2016.Our customer began making approximate monthly payments on May 3, 2016, but did not request a frequency change to a monthly payment schedule until June 15, The initial request was submitted on June 23, In other words, all late fees assessed on the account were assessed prior to the submission of a frequency change request.The June 23, 2016, frequency change request was denied because a payment posted while the modification was processingThis alters the dates that the modification is based on, and renders it invalid.On July 13, 2016, another request was submittedThis one was denied as the documents were signed after the effective dateThis appears to have been a Bridgecrest error, as the request was submitted with the same effective date as the submission date of July 13,The documents were not send to our customer for signing until July 15,

(Please see attached for full response)Following this conversation, our customer contacted Bridgecrest to express concerns regarding the tires and brakesWe explained our customer’s option to take advantage of our 5-day Vehicle Return Period or she may pursue repairsOur customer advised she would
like to pursue repairsBridgecrest advised we would request the estimate to review for assistance.This same day, the INRF contacted Aeverex to report the two rear tires need replaced and the rotors need resurfacedAeverex authorized the rotor resurface under the terms of the DriveCare Limited WarrantyHowever, they did not authorize the tires, as they were above minimum tread depth.Later that day, Bridgecrest reached out to our customer to offer to approve the two tire replacement in fullOur customer accepted the offerBridgecrest sent the approval to Aeverex.On August 27, 2016, the account holder contacted Bridgecrest to express appreciation for the approvalHe advised the vehicle was driving smoothly with no further issues.On July 20, 2017, Bridgecrest reached out to our customer to address her concernsWe advised the above timeline and frequency change informationWe encouraged our customer to take the vehicle in to be diagnosed, as she had not replaced the tires thus farBridgecrest offered to honor the $diagnostic fee waive and review for a possible frequency changeOur customer understood and advised she would take the vehicle in this upcoming weekendThe call ended on amicable terms.We will continue to remain in contact with our customer and work towards an amicable resolution

(Please see attached for full response)Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns At the time of sale, our customer agreed to make bi-weekly payments of $and one (1) final payment of $217.82, beginning
October 28, This payment frequency was determined based on our customer’s payment frequency on her proof of income provided during purchaseOn a bi-weekly frequency, for two months within the year, three (3) payments will fall within the same month In March of 2017, our customer had three (3) payments due on March 3, 17, and the The payment due on March was not satisfied until April 19, As the days past due exceeded days, our customer was assessed a $late fee On May 2, 2017, Bridgecrest reached out to our customer to discuss her concernsWe explained the above informationWe offered to email our customer a copy of her payment schedule received during purchaseOur customer understood and verified her email addressBridgecrest sent our customer her payment schedule and the call ended on amicable terms. We apologize for any confusion or inconvenience this matter may have causedAs a gesture of goodwill, we have waived the $late fee accrued and have applied a $credit towards the principal balance on our customer’s account. Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at *** *** ***. Thank you, Jessica HCustomer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On May 19, 2016, our customer entered into a Simple Interest Retail Installment Contract when she purchased a BMW Series from DriveTimeThe Contract was subsequently assigned
to Bridgecrest Acceptance Corporation (Bridgecrest)Attached is acopy of the Simple Interest Retail Installment Contract for your referenceAt the time ofsale, our customer was provided with a 30-day / 1,500-mile DriveTime Limited Warranty administered by AeverexOur customer also elected to purchase an additional 5-years /60,000-miles warranty also administered by AeverexAttached is the 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 Limited Warranty which allows most mechanical concerns to be addressed within the first 30-days/ 1,500-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 page two (2) of the Vehicle Service Contract under subsection “Your Obligations” it states “In order for this Contract to remain in force, You must properly operate,care for and maintain the Covered Vehicle as recommended by the Covered Vehicle’s ManufacturerYou must keep and make available verifiable signed service/ purchase receipts which show that this maintenance has been performed within the time and mileage limits required.”Continued on page three (3) of the Vehicle Service Contract under subsection “ExclusionsWhatThis Vehicle Service Contract Does Not Cover” it states;“This contract provides no benefits or coverage and Provider has no obligation under this Contract for: a Breakdown caused by lack of customary, proper, or manufacturer’s specified maintenance.”On March 20, 2017, our customer contacted Aeverex to express concerns regarding the check engine light indicator and the vehicle shutting offAeverex encouraged our customer to have the vehicle diagnosed at an out-of-network repair facility, as there were no nearby in-network repair facility.On March 21, 2017, an out-of-network repair facility contacted Aeverex to initiate a claim for the engine diagnosisThe repair facility advised Aeverex the engine is knocking and has visible sludge built up in the oil filler cavityAs this is generally a sign of improper maintenance, Aeverex requested our customer provide documentation showing proper maintenance has been completed within the manufacturer’s recommended time and mileage limitsOur customer explained she would like to seek a second opinion before providing this documentation.Our customer’s purchasing mileage was 91,At the time the claim was filed for enginere pairs, the vehicle’s mileage was 110,indicating the vehicle has been driven 19,miles since the time of purchasePer the manufacturer’s recommended maintenance schedule, our customer should have completed at least one oil change within this time.On April 4, 2017, Bridgecrest contacted our customer to discuss her repair concernsOur customer explained she is unable to provide documentation verifying an oil change had been completed at this timeFurthermore, she explained how any mechanical breakdown,on the vehicle, could not have been a result of improper maintenance on her part as she owed the vehicle for under one yearWe encouraged her to seek a second opinion from a repair facility of her choosingWe offered to review options of assistance once this has been completedOur customer understood the process she needed to abide by for us to review for assistance. On April 6, 2017, Bridgecrest received an estimate from the out-of-network repair facility for replacement of the valve cover gasket, coils, spark plugs, and oil change which are all non-covered under the Vehicle Service ContractPer the recommendations of the repair facility, the replacement of the engine assembly was not neededAfter further review, we agreed to pay for all repairs needed, including the tow and diagnostic feeAdditionally, we offered to provide our customer with four (4) payment deferments to assist in bringing the account currentOur customer expressed satisfaction with our ending resolution.We encourage our customer to continue to complete regularly scheduled maintenance permanufacturer guidelinesAny future damage to the vehicle, as a result of lack of maintenance, would be our customer’s responsibility.At this time, Aeverex has communicated Bridgecrest’s repair approval to the onetwork repair facilityAs of April 7, 2017, Bridgecrest has successfully processed the four(4) payment deferment to bring our customer’s account currentAdditionally, as any fee sassessed to the account will not move with the payments, Bridgecrest has credited $towards our customer’s late feesWe will continue to work with our customer to ensure the repairs are completed and the account is reflecting zero delinquenciesBridgecrest thanks the Revdex.com for their continued supportIf you have any questions, please contact us at ***.Sincerely, Danielle CCustomer Relations

To Whom It May Concern:Thank you for bringing this matter to our attentionWe appreciate the opportunity toaddress our customer’s concerns.On September 7, 2016, our customer entered into a Simple Interest Retail InstallmentContract with DriveTime when he purchased a Ford FusionThe Contract
wassubsequently assigned to DT Acceptance Corporation, now known as BridgecrestAcceptance CorporationAttached you will find a copy of the Simple Interest RetailInstallment Contract for your review.At the time of sale, our customer agreed to make bi-weekly payments of $214.15beginning on October 1, and one final payment of $on July 16, 2022.In order to ensure our customers are able maintain their regularly scheduled paymentsDriveTime sets up their payment schedule to coincide with their pay dates, based upontheir proof of income provided at time of sale.After six months, DriveTime customers may contact Bridgecrest Customer Service toinitiate a frequency change to match their desired payment frequencyHowever, shouldour customers request a change in frequency, we require they provide updated proof ofincome to validate this changeOnce received we can review for a possible paymentfrequency change.Bridgecrest’s New Loans department manages accounts between 0-weeks oldFor anyaccount that is delinquent, Bridgecrest will contact our customers in an attempt to cure thepast due payment(s)It is critical that our customers make these initial payments on time.On September 29, 2016, our customer contacted Bridgecrest concerned about his new paydate scheduleHe informed us that he will be getting paid bi-weekly beginning on October He inquired about changing his payment freHe inquired about changing his payment frequency to monthlyWe informed him thathe would need to be in the loan for at least six months prior to being eligible for a frequencychange.On October 6, 2016, our customer contacted Bridgecrest to advise us that he would not beable to make another payment until November due to his new pay date scheduleWeadvised him that his next payment is due October 15; we would not be able to set a paymentarrangement days past the original due dateWe informed him that this would put himin default.Our customer disputed that, per the contract, he is given days, after the payment is due,to satisfy any past due balanceBridgecrest advised him that there are no grace periodswith payments; the days simply refers to when we may charge a late fee for paymentsnot made within that time period.On October 12, 2016, Bridgecrest contacted our customer in attempt to address hisconcernsHe confirmed that he is currently being paid on a semi-monthly scheduleWeinformed him that we would not be able to change the frequency to monthlyHowever, weare willing to review for a frequency change to semi-monthly with pay stubs or anemployment pay scheduleBridgecrest advised him that we would need the payment thatis due on October 15, to be paid prior to October Our customer understood our requestand advised that he would attempt to make a payment on or before October 26.At this time, Bridgecrest is anticipating receiving new pay stubs or a pay date schedulefrom our customer, so we may proceed with reviewing for a frequency changeWe willcontinue to work with him until we come to an amicable resolution.We apologize for any inconvenience or confusion this matter may have causedAs agoodwill gesture, Bridgecrest has applied a $credit towards the principal balance.Bridgecrest thanks the Revdex.com for their ongoing supportShould you haveany questions or concerns, please contact us by calling us at ***.Sincerely,Carlos S.Customer Relations

I am not agreeing this isn't resolved my complaint my credit report doesn't reflect any of this information claimedThese are similar responses received on the first Revdex.com complaint and after several months of being asked to keep waiting its going to be fixed on my credit it still never hasThis has caused more hardship than anyone can imagineI'm not agreeing bc there's evidence nothing has been resolved