Capitol Hill Flower & Garden Inc

Please see the attached PDF for the full response.Per our customer’s complaint, he wishes for Bridgecrest to offer him a loan deferment to bring his account to current statusLoan deferments are loan modifications that allow past due payments to be moved to the end of the loan, bringing the account
back to a current statusIf the hardship that has caused an account to go past due is ongoing, extensions are generally not offeredHardships can be classified as repairs expenses, loss of wages, or unforeseen medical expensesIf our customers are not experiencing a hardship, then Bridgecrest will typically not offer an extensionDoing so can increase the total cost of the loanBridgecrest strives to help our customers have success in their loans by only offering deferments in situations where other arrangements would not be sufficient to assist in becoming current On July 27, 2016, we spoke with our customer to address the concerns in his complaintWe extended an offer of a frequency change to match his current employment pay schedule and a loan modification for payment deferment At this time, our customer agreed to modify his loan to make semi-monthly payments of $and final payment of $252.69, beginning August 16, In addition, Bridgecrest has processed payment deferment, bringing our customer’s loan to a current statusThese modifications will take effect on August 2, All current payments made toward the loan will be honored and considered to be included within the new payment schedule and new total amount of payments

October 28, Revdex.com Phone: *** *** Fax: *** *** Re: Case #: *** To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concernsAs stated in our initial response, our customer’s vehicle was recovered when her Proof of Income documents were determined to be fraudulent during our after-sale review processAs our customer notes in her complaint, we contacted her by phone to advise that additional documentation was requiredAttached you will find the Proof of Income documents for your reviewOn September 29, 2016, the vehicle was recoveredOn that day, the customer made several calls to Bridgecrest to discuss the situationAt no point did our customer state that personal items remained in the vehicleOur notes indicate that she reported that she had surrendered her keys and retrieved her items from the vehicleOur notes further indicate that she was provided with the contact phone number for the recovery agencyWere any items left in the vehicle, she would need to contact that agency to retrieve them.FULL RESPONSE ATTACHED

August 3, Jasmine Hill Revdex.com Ph###-###-#### Fax ###-###-#### Re: Consumer Complaint No*** Dear MsHill, Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns When our customers opt to cancel their Vehicle Service Contract (VSC), administered by Aeverex, the refund amount is dependent on the date of cancellation and mileage on the vehicle at time of cancellationIf our customer’s VSC has not expired by time or mileage, the refund owed to our customers is proratedAeverex will deduct from the total cost of the VSC for every mile driven since time of saleIn addition, Aeverex will deduct any cancellations fees, as applicableAny remaining refund will be applied towards our customer’s principal balanceIf the loan has been paid in full, DriveTime will send our customer a refund check to their address on file Similarly, when our customers opt to cancel their GAP coverage, the refund amount is prorated at time of cancellation We apologize for any confusion or inconvenience this matter may have causedIf our customer has any additional questions or concerns, we encourage her to contact our Customer Relations department for further assistance Bridgecrest thanks the Revdex.com for their ongoing support and allowing Bridgecrest the opportunity to address our customer’s concernsShould you have any questions or concerns, please contact us by calling us at ###-###-#### Sincerely, Diana CCustomer Relations

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 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 reference.On 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 hardshipThe 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 hardshipWe 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 resolution.At 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 ***

(Please see attached for full response) On January 12, 2017, Bridgecrest contacted our customer to discuss her concernsIn an effort to assist her, Bridgecrest offered five payment defermentsAt the time this offer was presented, our customer’s account was six payments past due, as another payment became due on January 7, Because the account was payments delinquent, we advised her she would need to make one payment of $220.33, prior to the loan modificationBridgecrest advised after the modification was processed, her next due date would be January 21, Our customer accepted the offer for assistance. On January 17, 2017, our customer made a payment of $towards the accountOn this same day, the loan modification request was submitted. On January 18, 2017, Bridgecrest contacted our customer to re-address her concernsWe explained the above-mentioned informationOur customer advised she would be unable to make the payment due January 21, 2017, after the modification was processedBridgecrest stressed the importance of making the paymentOur customer advised she would not sign the loan modification documents until she was able to make another payment and successfully process the five payment deferments We will continue to work with our customer through the completion of the loan modificationWe apologize for any further confusion this matter may have caused. 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

On May 11, 2016, an in-network repair facility filed a claim with [redacted] for the water pump, corroded radiator, coolant, gas cap, brake pads, and cooling system diagnosis. [redacted] approved the aforementioned repairs under the terms of the Vehicle Service Contract with the exception of the brake...

pads and gas cap as they are non-covered.   We believe we have provided all applicable support assisting our customer with the mechanical issues the vehicle has had. Our customer has been driving the vehicle approximately 3 months since the corrosion issue was documented and continues to drive the vehicle. Our records do not indicate that additional corrosion/rust concerns have been reported, nor have we received any documentation or photographs for review.   On August 29, 2016, we contacted our customer to address the concerns in her complaint. We advised that at this time, we would be unable to accommodate her request to exchange the vehicle and enter into a new Simple Interest Retail Installment Contract. In addition, we encouraged her to take the vehicle to an in-network repair facility to have the vehicle diagnosed and a claim filed with [redacted]. Should the repair facility diagnose excessive corrosion or rust issues; we will re-assess any and all options for possible assistance. Likewise, we have requested an itemized estimate and photographs from [redacted] for review.   We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, Bridgecrest has applied a $25.00 credit toward our customer’s principal balance.   Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].   Sincerely,   Brodie Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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. However I will not have the money until August or September. Would this be okay? 
Regards,
[redacted]

For full response, please see attached. On July 24, 2017, after the second successful payment was processed, our customer contacted Bridgecrest to advise the banking information used for AutoPay was not for his checking account, but his savings account. Our customer explained he had been...

charged overdraft fees, totaling approximately $76.00.  On this same day, our customer was advised Bridgecrest would like to review bank statements for reimbursement of overdraft charges incurred from the customer’s financial establishment.  As of July 31, 2017, we made contact with our customer regarding the situation and have requested he send us bank statements verifying expenses incurred from overdraft fees. Our customer also stated the amount of overdraft and other fees has increased since the original conversation but could not provide the increased amount.  At this time, we are awaiting the requested documentation to be received from our customer. Once received, we are happy to review these documents for reimbursement as a gesture of goodwill.

Please see the attached PDF for the full response.On August 5, 2016, Bridgecrest received a payoff check in the amount of $18,719.89 to satisfy our customer’s loan. On August 10, 2016, a refund check of $42.17 was sent to our customer’s address on file for over payment of the payoff amount.If our...

customers wish to cancel their Vehicle Service Contract or GAP Addendum they can do so at any time by contacting Bridgecrest or the service provider [redacted]. Our customers are required to sign and submit cancellation documents for each service they wish to cancel. If the documents are received by Bridgecrest, we will subsequently forward them to [redacted]. Once received by [redacted], on the 15th - 18th of each month the cancellation is processed and a refund is generated, if applicable, at a pro-rated amount. Should [redacted] receive the documents post the 18th, then the cancellation and refund will not be processed until the following month.Additionally, on page two of the Vehicle Service Contract under section “Definitions” it is stated:“Refund Period” means forty-five (45) days from the date of Administrator’s receipt of Your cancellation notice.”On August 8, 2016, [redacted] received the cancellation documents for the Vehicle Service Contract and GAP addendum. On August 17, a refund check in the amount of $2,760.48 reflecting the combined total of the GAP Addendum and Vehicle Service Contract was sent to our customer’s address on file.On August 18, 2016, we spoke with our customer to address her concerns. We advised that the check for the GAP Addendum and Vehicle Service Contract had been mailed to the address on file and could take approximately 14 business days to arrive.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, Bridgecrest has sent a $25.00 American Express gift card to the address on file.

October 20, 2016 Revdex.com Ph. ###-###-#### Fax ###-###-####  Re: Complaint # [redacted]To Who It May Concern:  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.  On April 4, 2015, our customer...

entered into a Simple Interest Retail Installment Contract when he purchased a 2005 Ford Expedition from DriveTime. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. The vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by [redacted]. Our customer purchased an additional 5 year/50,000 mile Vehicle Service Contract, also administered by [redacted]. Our customer was also given an Optional Products Disclosure. Attached are the Contract, DriveCare Limited Warranty, and Vehicle Service Contract (VSC) for your reference. At the time of signing, DriveTime reviews each document with our customers and ensures they understand the information within. At the time of sale, our customer had the opportunity to review the Vehicle Service Contract before signing. On page 3 of the VSC, there is a thorough breakdown of parts that are covered, followed by a section labeled “Exclusions-What This Vehicle Service Contract Does Not Cover”. Within this section it states:All parts not specifically listed as Covered Parts are not covered under this Contract…this contract provides no benefits or coverage and Provider has no obligation under this contract for:·repair or replacement of any covered part if a Breakdown has not occurredOn October 10, 2016, our customer contacted [redacted] to report that the vehicle is at an in-network repair facility with a wheel bearing issue. [redacted] explained that the claim would have to be called in by an in-network repair facility and explained the process for a covered repair.

Please see the attached PDF for the full response.On September 28, 2016, we contacted our customer to address her concerns. We inquired about the $600.00 repair expense in her complaint, and encouraged her to provide us with receipts for review, and the option for possible reimbursement. She stated...

that the expenses she referenced were for non-covered repairs that Bridgecrest had previously assisted with. In addition to the non-covered repairs, she also stated that the expense total included her rental and tow. As the repairs were approved by Bridgecrest, and the rental and tow were approved by Aeverex per the Vehicle Service Contract; our customer did not have additional expenses that required review. Our customers have the option to choose to have their periodic payments automatically withdrawn from their accounts with their financial institution. Should our customer’s change financial institutions or wish to cancel their automatic withdrawal, Bridgecrest requires notification 48 hours in advance due to the possibility that the automatic withdrawal may still attempt to procure a payment. As our customer had changed financial institutions and failed to manually update or notify Bridgecrest within 48 hours, the automatic withdrawal attempted to procure her next scheduled periodic payment. This subsequently generated a non-sufficient funds classification toward her Bridgecrest payment ledger and a $15.00 fee. Due to the circumstances, we advised that we would credit our customer’s payment’s $15.00. Our customer agreed, and we ended correspondence on amicable terms. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, Bridgecrest has applied a credit of $25.00 toward our customer’s principal balance.  Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]. Sincerely,  Brodie H. Customer Relations Department

On November 20, 2015, our customer entered into a Simple Interest Retail Installment Contract (Contract) when she purchased a 2010 Chevrolet Malibu from DriveTime. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest). The...

Contract is attached for your reference. On February 24, 2017, our customer’s account had a regularly scheduled payment due on the account. As that payment was not satisfied, the account entered into a default status and has not been brought current. Since the account was past due, Bridgecrest made unsuccessful attempts to reach our customer at all phone numbers listed on the account, including the one provided on her complaint. Bridgecrest also sent several emails to the email address on the account in an attempt to reach the customer. The last correspondence Bridgecrest received from our customer, was an email she sent on November 6, 2017. By that time, our customer was 115 days past due for $1,677.60. This email advised us that she found new employment and would not be paid for another two weeks. As we are unable to discuss our customer’s account information via email, we replied with an email that encouraged our customer to contact our Customer Service department to discuss a repayment plan.With no further payments or contact made with our customer, Bridgecrest assigned the vehicle for recovery on November 13, 2017 with the account at 122 days past due. The vehicle was later reported as recovered on November 22, 2017. Bridgecrest then sent our customer a Notice of Intent letter on November 24, 2017, which outlines the outstanding balance owed and how she may reinstate or redeem the vehicle. Bridgecrest has not had any verbal contact with our customer since December 5, 2016. Bridgecrest found that our customer’s phone number listed on the account is out of service and we have not been able to speak with her. ...(continued on attached)

(Please see attached document for full response.) On April 2, 2018, Bridgecrest spoke with our customer to address her concerns. We explained that any warranty such as the VSC was not mandatory to purchase. Our customer stated she was aware she signed the Optional Products Disclosure and What...

You Need to Know documents. We explained that cancelling the VSC for a pro-rated refund is an option if the product was not already expired. Our customer advised that the vehicle had exceeded the mileage of the VSC and the product was already expired. Our customer voiced her frustration about non-covered components on the vehicle and not being able to refinance the loan with a third party due to the high balance. We explained that this is a simple interest loan and late payments on the account are factors in what the remaining balance is. Our customer understood but remained dissatisfied with the information. The call ended.   Bridgecrest apologizes for any inconvenience or frustration our customer has experienced. Due to the current mileage of the vehicle, Bridgecrest will not be able to refund the VSC. As explained previously, all products purchased at the time of sale were optional to our customer. If our customer is interested in refinancing the vehicle, she is welcome to obtain a payoff quote and do so with another bank or credit union as Bridgecrest does not offer refinancing.

To All Parties Concerned:After careful review of the Drive Time proposal it is totally rejected for the following reasons: 1. We purchased under contract the 2014 [redacted]k in good faith and became victimized by overt policies.2. Lienholder/Customer Relations slant of resolve is not beneficial except to their corporation(s).3. A grave error/act was made on the part of Lienholder and its operatives as stated in the original Revdex.com complaint.4. Miscommunications between Lienholder and its operatives and the liable Insurance Company as to repair and return of said created this entire unresolved issue.5. A innocent 10 year child and family were injured via no fault of their own and Lienholder and its operatives removed a vehicle that was to be returned to them after repair.6. Lienholder shut down and locked out purchasers' account making timely automatic and manual payments impossible.

For full response, please see attached. On August 23, 2017, we contacted our customer to discuss the status of her account. We explained as the semi-monthly payment due July 6, 2017 was not satisfied until July 22, 2017, a $5.00 late fee had been assessed per the Contract terms. We further...

explained when a frequency change is processed, only the payment itself is modified and fees would still be assessed to the account. Additionally, we explained the payment made for the August 21, 2017 due date was only a partial payment. We explained the agreed upon monthly payment would be $381.26 but only a payment of $374.00 was received on August 23, 2017 leaving a remaining balance due of $7.26.  On October 9, 2017, our customer contacted us to discuss the fees on her account. We explained she is currently past due $43.51. We explained our customer had accrued $7.07 in late fees, $30 in insufficient funds fees from returned payments made on September 26, 2017 and September 29, 2017, and $6.44 was still due from the partial payments made on July 22, 2017 and August 23, 2017. Our customer disputed this amount and the call was concluded. The September monthly payment was eventually satisfied on October 21, 2017.   We have attached our customer’s transaction history for your review. In an attempt to reach an amicable resolution, we have applied a credit of $50.00 to our customer’s account as a gesture of goodwill. Due to the call window restrictions set on our customer’s account, we are unable to reach out to her to discuss the aforementioned information. Should our customer wish to discuss this matter further, we encourage her to contact us at her earliest convenience [redacted].

Please see the attached PDF for the full response. On July 6, 2016, at 32 days past due, our customer contacted Bridgecrest in regard to the status of his account. He stated that his financial hardship had ended and would now be able to make his scheduled payments; however, he wished for...

Bridgecrest to assist him in bringing his account back to current status. To assist our customer, Bridgecrest offered a loan modification for 3 payment deferments. Additionally, our customer was advised that his next scheduled periodic bi-weekly payment would be on July 16, 2016. Our customer stated he would be able to settle his payment on the aforementioned date. At this time, our customer was approved for the loan modification, the documentation to finalize the contractual adjustment was processed and sent to our customer by way of email.   Upon completion of the loan modification documents, Bridgecrest verifies the information provided, to ensure that our customer’s signature matches their contract at the time of sale. Should the signatures not match, Bridgecrest will contact our customer to re-sign and re-submit the documents. Our customer’s signature did not match his contract at the time of sale, therefore, he was advised that he would n**d to sign and resend the documentation.   On July 18, 2016, our customer contacted Bridgecrest regarding the status of his account. We advised that we had received his modification documents; however, an additional scheduled payment on July 16, 2016, had come due. As a loan modification cannot be completed while a balance is owed, we were unable to process the 3 deferments. Likewise, we encouraged our customer to settle his payment; this would allow for Bridgecrest to finalize his loan modification.

On September 13, 2017, DriveTime reached out to our customer to discuss her concerns. We explained the above timeline and information. Our customer explained she did not notice the leak prior to 2014 as the vehicle was not open to the elements while parked prior to that time. She further explained...

she had paid to have the fuel pump, air conditioning compressor, and a portion of the fuse box repairs completed. As a gesture of goodwill, we offered to waive the remaining deficiency balance, delete the trade line, and release the title to our customer. Our customer accepted and the call ended on amicable terms. We will continue to work with our customer through the completion of the Full Settlement and Release of Claims. DriveTime, and Bridgecrest, thank the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations department at [redacted].

The actions described in her correspondence are clearly not in keeping with Bridgecrest's set standards of service and support. Bridgecrest strives to make each experience both rewarding and pleasant while ensuring that every individual is treated with the utmost respect. We sincerely apologize if...

she feels that she did not receive a pleasant experience. We will be reviewing the comments for any internal action we feel is necessary. On July 11, 2016, the non-customer contacted Bridgecrest regarding collections calls. At this time, the phone number in her complaint has been placed on Bridgecrest’s Global Do Not Call List to prevent any future contact. In addition, according to our records, this was a mistake in identity and no adverse effects have been reported toward her credit by Bridgecrest. Should she wish to have any additional phone numbers placed on our Global Do Not Call List, we would encourage her to contact us at ###-###-####. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, Bridgecrest has sent a $25.00 American Express gift card to the address in her complaint.   Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-#### Please see the attached PDF for the full response.

(Full response on attached)We apologize for the frustration this matter has caused our customer. As stated in the previous response, Bridgecrest is unable to locate any evidence that our customer enrolled in AutoPay at the time of sale. We reviewed our customer’s online Bridgecrest account’s interactions and found that the earliest our customer logged on was April 20, 2018. There are no records of our customer or an employee setting up AutoPay. As a courtesy, Bridgecrest attempts to contact our customers to inform them of any account delinquencies. It is the customer’s responsibility to ensure the payments are satisfied to prevent the account from falling past due. The language cited in the complaint provides Bridgecrest with consent to contact our customer, but does not contractually obligate Bridgecrest to do so. However, Bridgecrest is exploring process enhancements to ensure previous Do Not Call request are not affecting our ability to contact future customers. We recognize the opportunity to implement a systematic fix and apologize for any inconvenience our customer experienced. Bridgecrest was able to speak with our customer on May 15, 2018. We apologized to our customer that we were unable to contact him due to his phone number being previously placed on the Do Not Call list. Bridgecrest advised him of the above information. When asked if he had any documentation confirming the AutoPay enrollment, he replied that DriveTime gave him verbal confirmation. Our customer advised us that he reviewed his bank account 4 days prior to the vehicle being recovered and found the payment was not withdrawn. He explained further that he had the intentions of contacting Bridgecrest to discuss the matter but did not have the availability to do so. We informed our customer that we are not able to accommodate any request to be provided funds of any amount. Our customer remained dissatisfied with our response and the phone call ended.

There were two claims filed with [redacted] since the date of purchase. The first claim was initiated on April 11, 2016, for the replacement of the throttle body. There was no assistance provided by [redacted] for the throttle body, as it is non-covered under the VSC.  The second claim was initiated...

on June 9, 2017 for replacement of the transmission. [redacted] approved the transmission replacement under the terms of the VSC. As the incorrect transmission was sent by the part supplier, the completion date was delayed to July 6, 2017. [redacted] waived the deductible, as a goodwill gesture, due to the delays. There are no further notations that would indicate that the transmission replacement exceeded past July 6, 2017. Per the terms of the VSC, [redacted] offers rental reimbursement, up to $25.99 per day, based on the labor hours required to complete the repairs. [redacted] does not indicate our customer sought rental reimbursement from them. We encourage our customer to submit her paid rental receipts to [redacted] for review for reimbursement. Alternately, she may submit them to our Customer Relations department via email to [redacted] or via fax to ###-###-####. At this time, Bridgecrest has made several unsuccessful attempts in reaching our customer. We have sent her a letter, encouraging her to contact our Customer Relations department to discuss her concerns further and provide the recovery vendor information for her to obtain her personal belongings. Additionally, we have reviewed the phone call referenced in her complaint. We concluded that our representative handled the phone call in a professional manner. He wanted to ensure that the co-buyer understood that the vehicle could be recovered to the severely delinquent nature of the account.