Capitol Hill Flower & Garden Inc

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

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*** ***

(Please see attached for full response)On January 12, 2017, Bridgecrest successfully made contact with our customerWe explained we would like to offer the five payment defermentsThis would require our customer to make one payment towards the accountHer next due date would be January 21, 2017,
which would need to be made on timePer procedure, a maximum of payment deferments can be offered over the life of a financed loanFollowing these deferments, it is unlikely we will be able to offer our customer any deferments for the remainder of her loan, so she would be required to make future payments in a timely mannerAs this is a simple interest loan, interest will continue to accrue during the deferral periodThis interest may cause a balloon payment due after the maturity date of the loan is reachedOur customer understood and accepted our offerThe call was then ended on amicable terms. The actions described in our customer’s correspondence are clearly 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 respect. We apologize for any frustration or inconvenience this matter may have causedWe will continue to work with our customer through the completion of the offered resolutionAdditionally, as a gesture of goodwill, we have applied a $credit to our customer’s principal balance. Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at (800) 965- 8043. Thank you, Jessica HCustomer Relations

As explained in our previous response, our customer elected to purchase Guaranteed Asset Protection (GAP) coverage for the vehicleGAP coverage can be utilized to satisfy all or a portion of the remaining deficiency balance following a vehicle total loss accident that would not be covered by our customer’s personal insuranceGAP coverage is not used to defer payments or assist our customers with payment-related concerns that did not originate from a total loss accident. Bridgecrest offered to review options of payment deferments for our customer in October and NovemberOn October 5, 2017, at days past due, our customer advised that she would make a payment of $on October At that time, we explained to her that she would need to contact us back once the payment is made to discuss defermentsHowever, no payment was received nor did Bridgecrest have contact with our customer again until November 3, Bridgecrest made several unsuccessful attempts to reach our customer during this time. On November 3, 2017, at days past due, our customer advised us that she was under the impression that the deferments were processedWe explained to her that she did not satisfy the previously set payment arrangement and the modification was not submittedWe further advised that she would need to make consistent payments to show she is out of her hardship and would be able to maintain payments after the deferral periodBy November 12, 2017, our customer made one full payment and one partial payment, totaling $Despite our attempts to reach her, Bridgecrest did not speak to our customer or the co-buyer until December 27, 2017.Bridgecrest successfully contacted the co-buyer on the account on December 27, 2017, at days past dueThe co-buyer was advised by our customer that there was a freeze placed on the account to prevent further payments from coming due

(Please see attached for full response)In a simple interest loan, interest is charged per day on the remaining financed balanceEach payment made would first apply towards the amount of daily interest accruedAny additional amount paid would then be applied to the principal balance of the loan.At
the time the additional payments were made, interest had accrued on the account and the additional payments satisfied the interest before the principalThis allowed a larger portion of the subsequent regularly scheduled payments to be applied towards the principal balance, as the interest had already been satisfiedSubsequently, the principal balance was indeed reduced at a quicker rate than originally scheduled.On September 8, 2017, the co-buyer contacted Bridgecrest to discuss the extra paymentsWe explained the above informationThe co-buyer expressed her understanding and the call ended amicably

The inbound call Bridgecrest received from our customer on September 19, was the first communication from her that we have on record since January Additionally, we have no indication of having received any written correspondence from our customer pertaining to this matterHowever, on September 16, 18, and 19, 2017, prior to our customer’s inbound call, we made several unsuccessful attempts to reach her via telephone in an effort to cure her delinquent account balanceAll outbound calls to our customer on these dates were made to the phone number provided in her correspondence with the Revdex.comWhile our customer asserts that Bridgecrest did not assist with resetting her online account for several days, we confirmed on September 20, that her previous online Bridgecrest account had been reset and a new online account had been set up with a different email addressLater that day, our customer contacted DriveTime to indicate that she was still unable to access her online accountDriveTime assisted her through the process for logging on and ensured she was able to successfully access her accountIt is Bridgecrest’s understanding that our customer’s concerns were resolved within a two-day period, from September 19, when the matter was brought to our attention, to September 20, when our customer advised DriveTime she was able to access her new online accountWe have made multiple attempts to contact our customer, but we have been unable to reach herWe encourage our customer to contact Customer Relations at 800-965-so we may ensure her concerns have been addressed

August 29, Revdex.com Ph###-###-#### 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 concern On August 29, 2016, we spoke with our customer to discuss her concerns, and to make sure we were in agreement We advised our customer that our intention is to waive the late fees on the account ($as of August 27, 2016) due to the confusion caused by the failed attempts to modify her accountWe explained that, although the late fees had been incurred prior to the first attempt to modify the account, we agreed that the process had been extended unnecessarilyAs a gesture of goodwill, we will be crediting our customer’s account $once the modification has completedThis is expected to occur no later than September 2, Our customer provided further information regarding what she characterized as disrespectful treatment on the part of our employeesI assured our customer that we will review the relevant calls to determine if any internal action is warranted As a further gesture of goodwill, we will be sending a $to the mailing address provided by our customer Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us at ###-###-#### Thank you, Jeremy NCustomer RelationsFULL RESPONSE ATTACHED

Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concernsBridgecrest reviewed recorded phone conversation between us and our customer on August 16, We confirmed our customer did not inform us of any potentially reversed payments during this conversationThe payment in question was made on August 15, and reversed on August 17, due to insufficient fundsAt that time Bridgecrest began making attempts to reach our customer to discuss the past due balanceAs we were unsuccessful, we sent our customer emails on August and encouraging her to contact usOn August 23, 2017, our customer replied to our email that was sent on that same day inquiring as to why Bridgecrest was calling herWe responded encouraging our customer to reach out to us immediately regarding the account as we are unable to discuss account information through email and, therefore, were unable to elaborate on the reversed payment or the account statusThere was no further communication from our customer despite repeated attempts to connect with her. As explained in our previous response, the vehicle was recovered on August 29, 2017, which is the next occasion our customer spoke with BridgecrestAt that time our customer was days past due for $1,625.82, which did not include any late or insufficient funds fees assessed to our customerInitially, our customer was required to satisfy the past due balance in addition to the recovery fees of $We offered a reduced amount of $1,to reinstate the vehicleThis amount consisted of three past due payments and the recovery feesWe used the payment of $206.12, made on August 28, towards the reinstatement costsThe only additional cost throughout the recovery and reinstatement process was the recovery fee of $425.Bridgecrest has made several unsuccessful attempts to reach our customer....(continued on attached)

To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.After further review, Bridgecrest has determined that the individual who filed the complaint is an authorized third party on our customer’s accountFor our
customer’s convenience, Bridgecrest allows them the opportunity to add an authorized third party on their account who is able to speak to us, on their behalfHowever, an authorized third party is unable to make decisions or changes to the loan.On June 16, 2014, the account holder and co-buyer entered into a Simple Interest Retail Installment Contract when they purchased a Ford Fiesta from DriveTimeThe 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 review.At the time of sale, our customers agreed to make monthly payments of $beginning July 5, and one final payment of $due on April 5, Both the ccount holder and the co-buyer have equal rights and responsibilities towards the vehicle and the loanDue to the delinquent status of the account, Bridgecrest made efforts to reach both parties at their respective phone numbers on file, in an effort to cure the past due balance.On November 11, 2016, at days past due, Bridgecrest assigned the vehicle for recovery,through a third party recovery agent.On November 14, 2016, the vehicle was reported as recovered.On November 16, 2016, Bridgecrest sent a Redemption and Reinstatement Form to the address listed on the accountThe purpose of this letter is to advise our customers that the vehicle was recovered and inform them of the amounts due to redeem or reinstate the vehicleOn January 9, 2017, the authorized third party on the account contacted Bridgecrest inquiring about the reinstatement of the vehicleWe advised him he would need to pay$1,to reinstate the vehicle; this comes from two months of past due payments, $late fee, $recovery fee, and $key feeHowever, the repossession mark will remain on the account holder and co-buyer’s credit reportThe authorized third partyinformed us he would have the funds to help reinstate the vehicle on behalf of the co-buyer.On January 10, 2017, the authorized third party contacted Bridgecrest inquiring about theremoval of the repossession from the co-buyer’s credit reportHe informed us he was not aware of the account holder’s request to have the vehicle recoveredWe advised him we do not fulfill our customer’s request to have the vehicle picked up and it was recovered due to non-paymentBridgecrest advised him the co-buyer shares equal responsibility for maintaining the loan and the Notice of Intent letter we sent out back in NovemberThe authorized third party advised Bridgecrest that he would consider the reinstatement of the vehicle and call back at a later date.On January 19, 2017, Bridgecrest attempted to contact the authorized third party, in an effort to re-address his concernsThe authorized third party advised us that he was unable to speak to us at the moment, but would follat a more convenient time.At this time, Bridgecrest is unable to accommodate the authorized third party’s request to have the repossession mark removed from the co-buyer’s credit report, as she shares equal financial responsibility to the loanWe encourage our authorized third party, and customers, to contact our Customer Relations department at *** *** for further assistance.We apologize for any inconvenience or confusion this matter has causedAs a goodwill gesture, Bridgecrest has sent our authorized third party $American Express gift card to the address provided on the complaintBridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ***Sincerely,Carlos S

(Please see attached document for full response.) On March 9, 2018, our customer spoke with Bridgecrest and advised she would not be able to make a payment that dayOur customer explained that her rent and vehicle payment are due around the same time and this will cause her to always be
delinquentBridgecrest as a goodwill gesture offered a one-time due date change to our customer for the 16th of every monthOur customer accepted this offer and the call ended on amicable terms. At this time, we have reviewed our files and have found that our customer service representatives handled all calls professionallyWe have also confirmed that the account is being reported accurately as a Charge Off to all major credit reporting agencies

Full response too large, please see attached. On April 26, 2017, Bridgecrest contacted our customer to discuss her concernsOur customer explained her out-of-pocket expenses included diagnostic fees and deductibles for prior repair claims along with rental cost during those repair periodsWe
offered to review for rental reimbursement once our customer produces paid rental receiptsAdditionally, our customer understood and agreed to have the intake manifold gasket warrantied at the repair facility who performed the serviceWe recommended and provided the contact information for an in-network repair facility who has the ability to diagnose the water leak concernsWe offered to review options of assistance once a claim is initiated We apologize for any inconvenience this matter may have caused our customerWe will continue communications with our customer to ensure an amicable resolution is reached 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

Please see the attached PDF for the full response. On October 17, 2016, we contacted our customer to address the concerns in her complaintAlthough our customer is outside of the days, we advised that given we had not previously applied her payment as requested we would make an exception
and provide her the option to utilize our Interest Rate Buy Down ProgramShould she wish to take advantage of our offer, she would be required to make a $paymentUpon receiving her payment, we will reallocate her initial $towards the Interest Rate Buy Down Program subsequently lowering her interest rate and paymentsAs previously stated, since the initial payment was not allocated to the program, if we reallocate it as of that time this will cause our customer’s loan to fall into a default status for that period of timeBridgecrest strives to ensure our customers’ success with their loanIntentionally causing hardships to our customers is not in accordance with our policy, procedures, and applicable lawsOur customer stated she would be unable to accept our offer, and we ended correspondence. On October 18, 2016, Bridgecrest re-sent a check in the amount of $to our customer’s address on file. We apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, Bridgecrest has applied a $credit 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 800-965-8043. Sincerely, Brodie HCustomer Relations

Due to my recent dispute and case with Drivetime through Revdex.com AZ, I got both issues addressed. The issue with the lease and questions I had were not but Drivetime resolved this issue in another way. However, others need to be aware of the following research determined: The rate used across the board at Drivetime per Jessica for the RESIDUAL VALUE is 14.5% or 85.5% x CAPITALIZE COST+ over the lease period. The point I made to Drivetime is that not every car depreciates in the same manner, but no adequate response to this. The 85.5% becomes the DEPRECIATION AND OTHER AMORTIZATION COSTS on the contractNow the RENTAL CHARGE or what they sometimes call FINANCE CHARGE is based on the following formula: RESIDUAL VALUE + DEPRECIATION* x MONEY FACTOR. I asked for an explanation of the money factor and no one was able to answer this. The rate on the contract comes out to be 59.2% but the formula indicates the money factor is the APR / but the figures do not add up I was supposed to have a specific time to go meet the local dealership and requested a call from Robert Purnell in Salem VA to set up an appointment but never received a call. The moral here is NEVER EVER go back to a DRIVETIME dealership for help after the purchase of a vehicle

September 1, Revdex.com Ph(602) 264-Fax (602) 263- 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 24,
2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a BMW XThe contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAt time of sale, out customer also opted to purchase a year/36,000-mile Vehicle Service Contract, administered by ***Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract, for your reference On August 4, 2016, our customer’s loan was paid in fullOur customer does not currently have an active loan with Bridgecrest Our customer’s repair history with the vehicle is as follows: • On March 20, 2015, our customer contacted *** and stated concerns with the vehicle leaking oil*** encouraged him to take the vehicle into an in-network repair facility for diagnostic. • On March 23, 2015, an in-network repair facility filed a claim with *** for the repair of alternator, timing cover gasket, valve cover gasket, and alternate bracket cover*** advised them that the repairs were covered under the Vehicle Service Contract. • On October 23, 2015, an in-network repair facility filed a claim with *** referring our customer to an Original Equipment Manufacturer (OEM), as they were unable to complete the repairs needed. No additional claims were ever filed in reference to the concerns. • On January 8, 2016, our customer contacted Bridgecrest and advised that he had losthis keys and was not provided a spare at time of saleOur customer was advised thatkeys to the vehicle were non-covered componentsHowever, on January 11, 2016,DriveTime contacted our customer and advised that as a one-time goodwill gesture,DriveTime would like to make an exception and cover the cost of the keyreplacement up to $Our customer understood and was satisfied with theresolution provided.• On January 19, 2016, *** advised our customer that DriveTime had made anexception to cover the cost, up to $400.00, of the ignition key replacement***advised our customer to take the vehicle into an out of network repair facility to obtaina replacement keyOn January 21, 2016, an out of network repair facility filed a claimwith *** for the replacement of the ignition key*** advised it was covered.• On February 5, 2016, our customer contacted DriveTime and stated concerns withthe vehicle making a ticking noiseDriveTime encouraged him to take the vehicle intoan in-network repair facility for diagnostic. • That same day, an in network repair facility filed a claim with *** for an enginediagnosticOur in-network repair facility advised that they were unable to completediagnostic testing and referred out customer to an Original Equipment Manufacturer(OEM).• On February 16, 2016, an OEM filed a claim with *** for an engine replacement.The overall cost of repairs exceeded $18,Due to the high cost claim, ***arranged for an inspector to verify failures and repairs needed. • On February 22, 2016, the inspector contacted *** and indicated no failure wasdemonstrated during the inspection of the vehicleThe inspector recommended furtherdiagnostic and/or disassembly was needed to determine the exact cause of thepreviously reported failure.• On February 26, 2016, *** made arrangements to transport the vehicle to an innetworkrepair facility for further diagnostic.• On March 2, 2016, an in-network repair facility filed a claim with *** for anengine assembly, engine oil, coolant, and transmission fluid*** advised that therepairs were approved, per the terms of the Vehicle Service Contract*** ** *** *** ***
** *** ***
*** *** ***• On March 17, 2016, an in-network repair facility filed a claim with *** for thebrake vacuum and booster*** advised them that the repair was a non-coveredcomponent.• On May 20, 2016, our customer contacted *** and stated concerns with thevehicle shutting off, low oil pressure, and engine noise*** advised our customerto take the vehicle back to an in-network repair facility for further diagnostic.• That same day, an in-network repair facility filed a claim with *** for the repairof the fuel rail*** advised them the repair facility that the repair was a noncoveredcomponent under the terms of the Vehicle Service Contract.• On May 25, 2016, DriveTime contacted our customer to advise him that we wouldbe making another exception to cover the cost of the fuel rail and diagnostic fee infullOur customer understood and was satisfied with the resolution provided.• On August 15, 2016, our customer contacted *** and stated continued concernswith a clicking noise and new concerns with the brakes on the vehicle.• On August 16, 2016, an out-of-network repair facility filed a claim with *** forthe repairs of brake hydraulic booster, lower control arm bushings, stabilizer link,and concerns with an engine noise*** advised the repair facility that the repairsneeded were non-covered components and advised that our customer would need toreturn to the repair facility who previously completed the engine assembly, to addressnoise concern.• On August 22, 2016, the same out-of-network repair facility filed a claim with*** for the repair of coil, shock/strut replacement, and PCV valve***advised the repair facility that the repairs were non-covered components.• On August 23, 2016, our customer contacted *** and inquired why the repairsneeded were not warrantied*** advised him that the repairs were non-coveredcomponents and were not previously completed under the Vehicle Service Contract.On August 31, 2016, our customer contacted Bridgecrest and advised that he had paid outof-pocketfor the repairs needed on the vehicleBridgecrest encouraged him to submit hisreceipts so we may review for possible assistance.At this time, Bridgecrest is in communication with our customer in an attempt to come toan amicable resolution with him*** ** *** *** ***
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*** *** ***If our customer is still experiencing mechanical concerns with the vehicle, we encouragehim to contact an in-network repair facility and take the vehicle in for diagnosticInaddition, we encourage our customer to submit documentation indicating that damage wascaused to the vehicle due to the repairs previously completed at one of our in-networkrepair facilities, via facsimile at *** ***Bridgecrest would like to review thedocumentation for options for assistance.As a goodwill gesture, Bridgecrest is sending our customer a $gift card to his addresson fileShould he have any additional questions or concerns, we encourage him to contactour Customer Relations department at *** ***.Bridgecrest thanks the Revdex.com for their ongoing supportShould youhave any questions or concerns, please contact us at *** ***.Thank you,Diana C.Customer Relations

after speaking with Jeremy with customer relations at Bridgecrest yesterday he agreed that the balance of $would be adjusted off my account and that he would have the credit bureaus to have them remove the late status on my credit reportI brought to his attention that there were no payments ever missed in my account because if that had been the case it would be reflecting on my balance now and it does notI don't see anywhere on the response from Bridgecrest that the small balance of $would be written off and all credit bureaus notified as per our telephone discussion yesterday Tuesday October 18, at approximately 2:pacific time.Therefore, I do not agree with their response or resolution to this matter as it doesn't coincide with what Jeremy and I discussed yesterday that would be the resolutionAlso, the fact that I changed my due date has nothing todo with my initial complaint and it was on their part inappropriate to bring in another matter when it had and does not have anything todo with my complaint

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On July 12, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Jeep PatriotThe 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 reference.On August 26, 2016, our customer was one day past due for $Bridgecrest contacted her in attempt to cure the past due balanceShe had informed us she had enrolled in AutoPay, to automatically withdraw payments, from her bank account, on the regularly scheduled due dates.After review of the account, AutoPay was not active during this period of timeThe account status reflected three payments past due because the down payment was not applied correctly.Our customer enrolled herself in AutoPay on September 8, From that day onward, AutoPayhad a set schedule to draft her regular bi-weekly payment, of $218.84, on every scheduled due dateAutoPay does not recognize any past due balance or cancels itself out if there is a past due balance on the account.On September 16, 2016, our customer contacted Bridgecrest regarding the constant past due balanceWe requested she send in a copy of her running bank statement showing she made the first two payments on the loanWe explained to her this account status may be due to a systematic error.Between September and October, our customer had spoken with Bridgecrest on a few occasions concerning the constant delinquency on the accountOur Payment Research department and IT team found an error with accounts generated on July 12, Any new accounts did not have the down payment applied correctly making our customers’ account look delinquent although it is not.In October of 2016, our IT team corrected the issue where the down payment reflected as unsatisfied, would appear as paidOur Payment Research department compared our customer’s bank statement with the payments posted to her account and confirmed we had received only three payments between the date of purchase and the end of September, by which, five bi-weekly payments were owed. At this time, Bridgecrest has since corrected the issue with the inaccurate account statusWe have verified that our customer’s account is legitimately days past for $as of December 22,We are willing to review further should our customer provide us with a running bank statement indicating she made all five payments due between July 28, and September 21,We have not been able to reach our customer to provide our explanationWe will continue our efforts to make contact with her.Should our customer wish for Bridgecrest to cease calling her, we encourage her to contact our Customer Service department at 800-965-8526, in order to set up a call window preferenceThis is a time frame where our customer has allowed us to reach out to her.We apologize for the inconvenience this matter causedAs a goodwill gesture, Bridgecrest has applied a $credit to the account balanceBridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ***

(Please see attached for full response)Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concerns.All seven conversations that took place with our customer between July and August 31, 2017, were reviewed to ensure information was provided accurately and all policies and procedures were followedWe can provide our customer dates and times for each call but are unable to share recordings.As mentioned in our previous response, on August 31, 2017, our customer’s account was reflecting days past dueBridgecrest is required to report accurately to all three major credit bureausAs such, we are unable to accommodate his request to remove the late mark, as it is accurate.Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations department at *** ***

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On May 18, 2016, our customer entered into a Simple Interest Retail Installment Contract when she purchased a Kia Forte from DriveTimeThe vehicle came with a 30-day/1,mile
DriveCare Limited Warranty, administered by AeverexOur customer opted to purchase an additional 3-year/36,000-mile Vehicle Service Contract also administered by AeverexThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest)Attached is a copy of the Simple Interest Retail Installment Contract, the DriveCare Limited Warranty, and the Vehicle Service Contract for your reference.On June 2nd, our customer contacted Aeverex to express concerns with peeling tires on the vehicleAeverex encouraged our customer to have a diagnosis completed at an in-network repair facilityOn August 22nd, 2016, our customer contacted Aeverex regarding reimbursement for paying out of-pocket for wheel bearingsAeverex encouraged our customer to send in a copy of her receipt for the wheel bearing repair.On August 23rd, 2016, after reviewing the receipts submitted, Aeverex reimbursed our customer$for the wheel bearing repair.On October 14th, 2016, our customer contacted Aeverex stating she was experiencing a loud noise while drivingAeverex encouraged her to have a diagnosis completed at an in-network repair facility. On November 10th, 2016, our customer contacted Aeverex stating the vehicle shuts off intermittentlyAeverex encouraged her to have a diagnosis completed at an in-network repair facility.On November 15th, 2016, an in-network repair facility initiated a claim with Aeverex for the wheel bearings and suspension diagnostic feeAeverex approved these repairs under the terms of the Vehicle Service Contract.On November 28th, 2016, our customer contacted DriveTime expressing concerns about the ongoing noise concern from the previous repairThey encouraged our customer to take the vehicle back to the in-network repair facility who performed the prior repairs.On November 29th, 2016, our customer contacted DriveTime to inform the in-network repair facility is unable to diagnose the vehicle and it needs a diagnostic from the OEMOur customer advised DriveTime, she has been experiencing electrical issues with the vehicle and the repair facility advised her to not operate the vehicleThey advised our customer she will be responsible for any additional repairs needed for driving the vehicle despite the repair facility’s recommendation not to drive the vehicle.On November 30th, 2016, an in-network repair facility initiated a claim with Aeverex for the transmission diagnosis and transmission replacement due to shifting and stalling issuesAeverex approved these repairs under the Vehicle Service Contract on December 1, 2016, and were expected to be completed by December 8th, No deductible was assessed for this claim.On December 7th, 2016, our customer contacted DriveTime inquiring about a deferment for her payments due to having to pay for someone to transport her to and from workThey advised her deferments were not an available option for her as she did not have receipts to provide.On December 12th, 2016, our customer contacted Aeverex and stated the vehicle has on going transmission issuesAeverex encouraged her to have the prior in-network repair facility complete a new diagnosis on the vehicle.On December 14th, 2016, our customer contacted DriveTime stating the transmission shipped was not functioning properly and she requested assistance with a rental vehicleThey offered rental her reimbursement at $per day per the terms of her Vehicle Service Contract.On December 27th, 2016, DriveTime offered our customer to exchange our customer into another vehicle to accommodate for the continued repairs needed on the vehicleDriveTime offered to transfer our customer’s down payment and waive the past due balance in order for our customer to contract into a new vehicleAt that time, our customer expressed satisfaction with our offer and accepted On December 30th, 2016, our customer was authorized to take the vehicle to the OEM for further diagnosticThe OEM determined that the PCM has an internal short and Aeverex authorized replacement of the PCM module under the terms of the Vehicle Service Contract.On January 5th, 2017, our customer contacted DriveTime to advise she no longer wished to be placed into a different vehicleInstead, she wanted to proceed with repairs needed.On January 9th, 2017, our customer contacted DriveTime to advise she will be having the vehicle diagnosed at the OEMShe inquired about possible payment assistance as the vehicle has been in the repair for an extended period of timeDriveTime offered to review options of possible assistance once the claim has been filedAdditionally, they offered to credit the account one biweekly payment ($189.83) for the time the vehicle has been in the repair facility.On January 11th, 2017, the OEM initiated a claim with Aeverex for the replacement of both front lower control arms and an alignment due to a clunking noiseAeverex advised these repairs are non-covered under the Vehicle Service ContractHowever, they would forward the estimate to DriveTime for further review.On January 13th, 2017, DriveTime spoke with our customer to advise her they are approving the lower control arms and alignment, no cost to her.On February 6th, 2017, the OEM initiated a claim with Aeverex for the engine replacement, engine diagnostic fee, coolant, engine oil and filter, and tow chargesThe OEM advised the cause for repairs originates from a hole in the side of the engineAeverex requested a third party inspector to verify the failures.On February 7th, 2017, the inspector reported a crack in the cylinder block with an unspecified cause of internal rod or bearing failureIt was also reported the engine does run and is knocking after start-upAeverex approved the coolant, engine oil and filter, the tow charges, engine diagnostic fee, and engine replacement under the Vehicle Service Contract.That same day, our customer contacted DriveTime expressing concerns with repair needs on the vehicleShe advised she has been paying $every week to transport herself to and from workDriveTime offered to review for possible payment assistance however, requested she provide a receipt showing transactions for her transportation.On February 28th, 2017, our customer contacted DriveTime inquiring on assistance with opocket expenses: transportation cost, tires, and brakesWe offered to review options of possible assistance but requested she provide us with all receipts for said expenses.The actions described in our customer's correspondence are clearly not in keeping with Bridgecrest’s set standards of service and supportBridgecrest strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectBridgecrest will be retrieving the calls in question to review for any internal training opportunities.At this time, Bridgecrest is offering to place our customer into a different vehicle, and transfer of her down paymentWe have not been able to contact our customer to present them with our offer of resolutionWe will continue our efforts to reach herShould she wish to discuss this matter further, she may contact our Customer Relations department at 800-965-8043.We apologize for any inconvenience or confusion this matter may have causedAs a customer service gesture, Bridgecrest applied a $credit towards our customer’s principal balance Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at (800) 965-8043.Thank you,Danielle C.Customer Relations

I did not decline any serviceI explained that I was not going to pay money that I do not have to have the same message given about the vehicleThe vehicle was taken to the BMW dealer the same day this complaint was madeThis company has received numerous complaints from me because they know they sold me a lemon and I have been dealing with issues since purchasing this vehicleFurthermore I requested no calls because I was being harassed multiple times per day for payments even when I’m not behind or have made a payment in the exact same day this company calls me so many times every day still requesting paymentsI asked that I not be contacted unless I was behind on payments which I’m notEven through all the issues and my car sitting at a cheap dealership for two months that this company sent me to I still made my paymentsI wasn’t reimbursed the full amount for the rental but I still made my paymentsThis has been the most stressful situation and this is s common theme for this company