Capitol Hill Flower & Garden Inc

[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,
*** ***

First off yes I admitted I should have read all the documentation betterI did not only submit one check stubI submitted at threeI did not wait until August to ask for a modificationI started asking in July as I started to freak out because I could not keep upYour nice representatives promised we could get this fixed with Manger approvalI even sent emails to Carrie with months worth of check stubsYour representatives that completely hate there jobs would hang up on me after I would show frustrationAnd let’s get it correct you have days to return the vechile not daysYou offer a day warrantyAnd after taking the vechile to of your recommended SR repair places they recommend I took the the car to Volkswagen my selfAnd paid to have a full inspectionI called SR repair and told them what was going on and they wanted me to it back to the original guy who looked atI also have the invoice and diagnosis from themIn September your company called and OFFERED me an extension because I was in hurricane HarveyI accepted knowing my current situation only to find out weeks later I was past dueAnd your representatives response was oh we hit our quota .Seriously then why offer it!! You have made every excuse in that email to justify your companies actionsThank you for crediting my account even though you still managed to make $interest off me in that timeYou sold me a car I can not have inspected and passAnd the promise of suspending my payments ended up having me play catch for months partially because I’m paid semi monthlyBy the way, the end of your email says I applied for three amendments and was deniedAnd the following sentence says amendmentsJustify it however you wantI have and I’m paying for a vechile that has not been fixed and from my knowledge can not be fixedCheck Sr Repairs recordsI will gladly share all my emails,documentation, and personal receipts from Volkswagen

October 18, Revdex.com Phone: *** *** Fax: *** *** 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 November 3,
2016, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime, when she leased a Hyundai ElantraWhile DriveTime originated the Lease and is the Lessor, Bridgecrest Credit Company is the servicer for the Lease. The vehicle came with a Driver’s Seat Limited Warranty, administered by AeverexIncluded you will find the Lease Contract and the Driver’s Seat Limited Warranty for your reference. On or around September 7, 2016, Bridgecrest experienced an issue with the payment processor used to process lease paymentsPayments scheduled to be automatically withdrawn after that date would not be pulled as scheduledUpon discovering this error, Bridgecrest sent a letter to affected customers advising of the error and provided instructions for the next steps regarding their accountsThis letter has been attached for your review. FULL RESPONSE ATTACHED

On July 10, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Chevrolet Cobalt from DriveTimeThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest)Attached is a copy
of the Contract for your reference. At the time of sale, our customer agreed to make bi-weekly payments of $183.99, with one final payment of $183.62, beginning on August 7, Additionally, our customer agreed to finance a total of $17,with a 15.9% Annual Percentage Rate (APR) for a total sale price of $25,574.24, as outlined on page one of the Contract under Federal Truth in Lending DisclosuresOn page two of the Contract, under section titled Itemization of Amount Financed, it provides a breakdown of what is included in the purchase price.Our customer’s contract is a ‘simple interest’ contractThis means a “finance charge” (interest) is charged each day on the amount financed with usWhen our customer makes a payment, the payment pays interest and it pays/reduces the amount financedIf a payment is made late, the contract continues to accrue interest and more of the payment is allocated to the extra interest. Bridgecrest offers a variety of loan modifications to our customers, from payment extensions/deferments to due date changesPrior to submitting for any due date changes, Bridgecrest strides to ensure our customer is successful in maintaining payments after the modification periodThis means our customers must provide new paystubs to validate they are being paid on days alternate to the scheduled due datesBridgecrest allows our customer to have one due date change throughout the life of the loanHowever, as loan modifications are subject for review, exceptions can be made(continued on attached)

(Please see attached PDF for full response)Bridgecrest offers our customers the ability to access and manage their account online at www.bridgecrest.comAt this time, our system does not show that our customer has registered his accountWe invite our customer to visit our website and do so at his
convenienceShould there be any issues registering his account online, we invite him to contact Bridgecrest Customer Service at *** ***. On November 10, 2016, we successfully made contact with our customerOur customer relayed the entirety of his experience and that he was still unable to log in to his account We explained the above-mentioned information and confirmed that his Auto Pay was set up currentlyThe correspondence was then ended on amicable terms. We sincerely apologize for any inconvenience or frustration this matter may have causedAs a goodwill gesture, we have applied a $credit towards our customer’s principal balanceShould our customer have any further questions, we encourage him to contact our Customer Relations department at (800) 965-8043. Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at 800-965- Sincerely, Jessica H.Customer Relations

(Please see attached for full response)On September 26, 2017, Bridgecrest spoke with our customer regarding the repairs after receiving correspondence requesting assistanceBridgecrest advised our customer has driven 16,miles since purchase and has been in the vehicle for one year and nine
monthsAs the repairs are non-covered components, they would be our customer’s responsibility to complete. The above claim and conversations are the only points of contact regarding repairs received from our customer On October 4, 2017, Bridgecrest spoke with our customer to discuss her concernsWe discussed the above timelineWe explained we are unable to accommodate our customer’s request to cover the cost of the repairs at this timeAlternatively, once the repairs are completed, we would like to offer to review the paid receipts for a possible loan modification to defer payments to the end of the loanBridgecrest also requested our customer submit previous repair receipts for reviewOur customer advised she would submit the receipts and documentation from a repair facility documentation mentioned in her complaintWe advised we would review once received and reach out to herThe call ended on amicable terms. We will continue to remain in contact with our customer to work towards an amicable resolution

I had been trying to reach the business for days, as I stated in my complaintNo one EVER reached out to me after completing the online contact form, which I did at least times -even to this dayIf this is what they deem acting and responding appropriately, then obviously they are a company that does not take responsibility for their actionsI was told when I got off the phone with the male that I thought had fixed my issue, that I would immediately be able to get into the accountI had explained I had information that had been hacked, so it was imperative to take care of this immediatelyAgain, it took several days to get a response, and talking to several people when I called inIn my opinion and experience, this is horrid customer service

(Please see attached for full response)On December 2, 2016, our customer contacted Bridgecrest and spoke with a supervisorOur customer requested that no calls be made to his cell phoneWe explained removing a phone number from the account may prevent proper notification regarding accountWe
further explained the account was days past due and attempted to set payment arrangements to cure the past due balanceOur customer’s cell phone number was then added to the Do Not Contact list. On December 8, 2016, we contacted our customer to discuss his concernsWe thoroughly explained the above-mentioned timeline and informationWe expressed our apologies for the customer service receivedWe then offered to credit our customer’s account one bi-weekly payment of $Our customer accepted the offer and the call was ended on amicable terms.The actions described in our customer’s correspondence are clearly not in keeping with our set standards of service and supportWe strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectWe sincerely apologize for his experience. 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

On June 27, 2015, our customer entered into a Simple Interest Retail Installment Contract (Contract) when she purchased a Chevrolet Equinox from DriveTimeThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest)The
Contract is attached for your reference.At the time of sale, our customer agreed to make bi-weekly payments of $237.48, beginning on July 25, 2015, with one final payment of $Our customer contacted Bridgecrest on October 18, 2017, to inquire into having the payment frequency changed to semi-monthlyShe advised she had obtained new employment and her pay schedule would not coincide with the existing payment scheduleWe advised that we would submit a request to have the payment frequency changed with an effective date of October 27, Bridgecrest and our customer agreed to have the payments due on the and of each monthWe explained to our customer that the required payments would increase to $and that it would take about 3-business days for it to be reviewed and either approved or deniedBridgecrest also advised our customer that she would need to cancel her AutoPay to prevent further payments from being deductedWe explained to her that she would be able to reenroll when the modification process is completeOur customer understood and the phone call was ended. Our customer contacted Bridgecrest on October 24, 25, and 26, 2017, to inquire into the status of the modification reviewOn October and 25, we explained that the modification was under review but assured her we would escalate the matter to a manager for an immediate responseHowever, the notations on the account do not indicate that a manager was informed of the pending modification(continued on attached)

Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns The actions described in our customer’s correspondence are clearly not in keeping with Bridgecrest’s set standards of service and support. DriveTime 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 he feels he did not receive a pleasant experienceWe will be reviewing the comments stated by our customer for any internal action we feel is necessary We extended an offer for a new loan modification for payment defermentsFurthermore, we advised that our customer’s next scheduled payment was July 30, The documents n**ded to be signed and submitted prior to that date to complete the loan modificationSince our customer was unable to complete the loan modification by the above mentioned date, we will be unable to accommodate additional deferments and all further payments will n**d to be settled before we are able to complete the current loan modification To complete this process, we encourage our customer to contact our Customer Relations Department at ###-###-####We apologize for any confusion or inconvenience this matter may have caused 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

At this time, Bridgecrest is unable to accommodate our customer’s request to settle her account for $5,The current payoff amount on her loan is $14,This payoff amount will remain good until August 19, We have made multiple attempts to contact our customer and address her
concerns, but we have been unable to reach herShould our customer still desire to change her payment due date, we would be able to assist her with this loan modificationWe encourage our customer to contact us at *** so we may assist her throughout this process

To Whom It
May Concern,Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn February 5, 2016, our customer entered into a Simple Interest Retail Installment
Contract with DriveTime when she
purchased a Buick LacrosseThe
Contract was
subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAttached is a copy of the Simple Interest Retail Installment
Contract for your referenceOn November 23, 2016, our customer contacted Bridgecrest inquiring about possible
payment defermentsShe informed us that she had been assisting with her mother’s medical billsWe advised her that we would need proof of out of pocket expenses in order
to submit the request
for payment
deferments.Payment deferments are provided
to our customers who have experienced a hardship
The purpose of these deferments is to provide payment assistance by placing these payments at
the end of the loanThis will push back the maturity
date and interest continues to accrue during the deferment periodIn order to perform a payment deferment, Bridgecrest requires our customers to provide evidence of a hardshipFor
our customer, we requested she
submit a billing statement for her medical expensesWe do not require personal
information be left on the billing statement, or any
other supporting documents, but Bridgecrest needs
to verify that there was a hardshipBridgecrest does not offer payment deferments until our customers are
outside their hardship.We do this to ensure
that our customers will be able to maintain their regularly schedule payments after the deferment period.On November 28, 2016, Bridgecrest spoke with our customer concerning her
paymentsShe informed us that she was paying out of pocket for medical expenses and needed assistance with November’s paymentsShe inquired about having the pay frequency changed to monthly as this would help her maintain payments on her accountShe also made us aware of the poor customer service experience she had with prior Bridgecrest representatives, to which we are exploring for any training opportunities and will handle internallyWe offered to
perform a two payment deferment for the payments in the month
of NovemberOur customer expressed
satisfaction with our
offer of resolutionAt this time, Bridgecrest is currently working with our customer to complete a two-
payment defermentOnce the deferment completed, we will perform a frequency change
to monthly.We apologize for any inconvenience or confusion this matter may have causedAs a goodwill gesture, Bridgecrest has applied a $credit towards our customer’s account balanceBridgecrest thanks the
Revdex.com for their ongoing supportShould you have any questions or concerns, please contact
us by calling us at
***

July 29, Revdex.com Ph(602) 212-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 February 4,
2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Hyundai ElantraThe contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAttached you will find the Simple Interest Retail Installment Contract, for your reference At the time of sale, our customer agreed to make bi-weekly payments of $and one (1) final payment of $with an Annual Percentage Rate of 22.613%, beginning February 20, We understand the importance of building and maintaining a credit scoreWe also understand the importance of accurately reporting credit activity to the three Major Credit Reporting bureaus On May 28, 2016, our customer contacted Bridgecrest and indicated that her payment history was not being reported accurately to the credit bureaus. Bridgecrest advised her that we would submit a request and look into her concerns On June 1, 2016, Bridgecrest confirmed that our customer’s trade line and payment history was reporting accurately On July 6, 2016, our customer contacted Bridgecrest and indicated concerns with her trade line and payment history not being reported to the three Major Credit Reporting bureausWe advised our customer that updates are sent to the Credit bureaus once a month and we have previously confirmed that her trade line and payment history were up to dateOur customer was not satisfied with Bridgecrest’s response Continued(Full version provided to the Revdex.com) Tell us why here

On November 11, 2016, we successfully made contact with our customer to address her concernsWe provided our customer the hours of operation for the recovery agency and confirmed the vendor’s contact information so she may obtain her personal belongingsWe then offered to review her out-of-pocket
receipts, related to the recovery, for possible assistanceOur customer understood, we apologized for her experience, and the call was ended on amicable termsCurrently, no receipts have been received.At this time, Bridgecrest is in communication with our third party recovery agency in reference to our customer’s concernsBridgecrest has determined that while the vehicle was located in a gated area, the gate was not secured and was accessible by the publicWe apologize for any confusion or inconvenience this matter may have causedBridgecrest encourages our customer to submit her paid receipts so we may review further for possible assistanceAs a gesture of goodwill, we have sent our customer a $American Express gift cardBridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at ###-###-####Thank you, *** *.Customer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns Bridgecrest strives to ensure our customers are successful in their loan and treated with the utmost respect and customer serviceAs each payment made through bill pay was delayed, we wished to notify our customer of this pattern to assist in avoiding any potential issues in the futureWe apologize if our recommendations were unsatisfactory Bridgecrest sincerely apologizes for our customer’s experienceAll accepted resolutions have been completedShould our customer have any further questions or concerns, we encourage him to contact our Customer Relations department at ###-###-####

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsWe truly apologize for any hardship our customer has experiencedBridgecrest is actively working with our customer’s insurance company to pay off her accountPlease see the
following for details(Please see attached for full response)

Bridgecrest has reviewed the phone conversations that took place with our customerWe were able to conclude the representative she spoke with on June 1st did not handle the conversation in a professional manner nor consistent with our policy and proceduresNonetheless, our customer was informed of
the new due dates and verbally agreed to them on the callWe sincerely apologize for the customer service experience our customer and the buyer have had thus farThis matter has resulted in a training opportunity for the representativeSince the receipt of the complaint, we have spoken with our customer to provide an explanation for the due date changes and confirmed her next due date is July 20, Additionally, we have verified we are reporting accurately to the major credit bureaus and have sent our customer a credit reporting letterPlease be advised at days past due, our customer’s account charged-offHowever, we worked with our customers to keep them in their vehicle to which each payment made will go towards paying the principal balance down and no further interest will accrueAn elaboration of the events which have transpired is below in this letter. At the time of sale, our customer and the buyer agreed to make bi-weekly payments of $221.28, with one final payment of $220.95, beginning on July 4, 2014. On our customer’s account, a payment came due on April 22, As this payment was not satisfied, this placed her account in a default status and has not been brought current sinceWith no payments received since October 7, 2016, the account entered a Charge Off status on January 1, At the time of entering a Charge Off status, we set the following due dates to be days after the date our customers either 1) remit payment to prevent the vehicle from being assigned for recovery or 2) pay to reinstate the vehicleBridgecrest made numerous unsuccessful attempts to reach our customer(continued on attached)

I don't agree with Bridgecrest response by any means! I spoke with a rep named Jessica and she informed me after I explained to her in detail the major issues I had been having with a car that I have only had for less then years and have been under the yearly mileageShe informed me to send her the invoices and information I had so I sent this to her on 10/7/via email and PDF fileShe told me that Bridgecrest would review my information and would try their best to make an exception and possible pay for the major repair of the rack and pinion and or would help me by extending my loan because she stated she understood that there would be no way possible that I could afford to make my monthly car payments and also try and save for anything else!! Therefore I do not agree with her statement above in anyway shape or formShe needs to reconsider what she offered to me in order to help me.Also to date I have not received a call regarding the information I sent her. Sincerely,Ms*** ***

Dear MsMarin, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns Bridgecrest has contacted our customer to discuss the concerns in her complaintWe have reviewed the situation and offered to review assistance
for the recommended non-covered components mentioned by our customerBridgecrest expects all of our agents to treat every customer with respect while providing a high level of customer serviceAfter reviewing our customer’s account and listening to several phone conversations that took place, we have determined the interactions have been handled within Bridgecrest’s set standards of service and support On August 8, 2016, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a Jeep Grand CherokeeWhile DriveTime originated the Lease and is the Lessor, Bridgecrest Credit Company (Bridgecrest) is the servicer for the LeaseOur customer’s lease also came with a Drivers Seat Limited Warranty administered by ***Attached is the Closed End Motor Vehicle Lease Contract and Drivers Seat Limited Warranty for your review On September 27, 2016, our customer contacted *** to express concern about the vehicle jumping and vibrating*** provided the contact information for an in-network repair facility and explained she would be responsible for any diagnostic fee until it is determined if there are covered repairsThey further explained if the repairs are covered, there is a $deductible for in- network claims and a $deductible if our customer elected to take the vehicle to an out-of- network repair facilityNo claim has been initiated for this concern On February 14, 2017, a claim was initiated by an in-network repair facility for replacement of the radiator and thermostat*** authorized the radiator repairs and explained the thermostat is a non-covered component under the terms of the Drivers Seat Limited WarrantyThe approved repairs were expected to be completed the same dayNo further mechanical claims have since been initiated.On July 14, 2017, our customer contacted Bridgecrest to advise she took her vehicle for an oil change and was recommended replacement of four tiresShe also mentioned the rear windshield wiper needed replacementWe explained these are maintenance items and are non-covered components under the terms of the Drivers Seat Limited WarrantyWe have since reached back out to our customer on July 18, and encouraged her to take the vehicle to an INRF to obtain an estimate for the recommended repairs so that we may review it for possible assistance. Our customer’s account first fell past due on December 22, Bridgecrest began contacting our customer in an attempt to assist in securing paymentWe have reviewed our customer’s account and have determined all collection practices have been handled within Bridgecrest’s set standards of service and support as well as all applicable state and federal laws. On page of the Return Anytime Closed End Motor Vehicle Lease Contract under subsection“Default, repossession, and other remedies” it states; “The following are events of default: (a) You fail to pay any periodic payment when due orany other amount you owe under this Lease when we ask you for it” When an account enters into default status, we make daily attempts to reach our customer in an attempt to assist the customer in bringing the account current. We apologize for any frustration or inconvenience this matter may have causedWe will remain in contact with our customer to ensure an amicable resolution is reachedShould our customer wish to discuss the matter further, we encourage her to contact our Customer Relations department at *** ***. Thank you for allowing us the opportunity to address our customer’s concernsShould you, or our customer, have any questions or concerns, please contact our Customer Relations department at *** ***.Thank you, Danielle C.Customer Relations

October 10, Revdex.com Phone: *** *** Fax: *** *** Re: Case #: *** To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn September 14, 2016, our customer entered
into a Simple Interest Retail Installment Contract when he purchased a Chrysler from DriveTimeAttached you will find a copy of the Contract for your reviewThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. On September 19, 2016, as part of a standard after sale verification process, we determined that the Proof of Income documentation submitted by our customer at the point of sale was not verifiableOur representatives called our customer and advised that she would need to return to the dealership with verifiable documentation to prove her incomeOur customer stated that she would return to the dealership the next day, September 20, Our customer did not return to the dealership on September 20, Seven more calls were placed to our customer between September 20, 2016, and September 26, 2016, but our representative was unable to reach her again