Capitol Hill Flower & Garden Inc

(Please see attached for full response)DriveTime takes our customer’s allegations seriously. We have reviewed our files and found that our customer’s purchase, finance of the vehicle, and the administration of his loan has been handled in accordance with our standards, procedures, and all applicable...

laws. DriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect.  On November 25, 2016, we successfully made contact with our customer. We advised that, after review, we would like to make the following settlement offer: ·         Delete trade line from all three (3) major credit bureaus.·         Waive the deficiency balance, $3,232.70.·         Remit payment to DriveTime via certified funds in the amount of $3,232.69. We further explained that a Full Settlement and Release of Claims would need to be signed and certified funds paid by December 30, 2016. Our customer accepted the offer and the call ended on amicable terms. We apologize for any confusion, frustration, or inconvenience this matter may have caused. We will continue to work with our customer through completion of the accepted offer. As a gesture of goodwill, we have sent our customer a $25.00 [redacted] gift card. Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at 800-965- 8043. Thank you,  Jessica H. 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.
Regards,
[redacted]

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.
Regards,
[redacted]

(Please see attached for full response)Later this same day, the account was changed to a Back Out status. The contract will be fully rescinded, the trade line deleted from our customer’s credit history, and our customer will not be responsible for any balance owed towards the loan. Per normal...

process, it will take the three major credit bureaus 30 to 60 days to update our customer’s credit report. On February 20, 2017, Bridgecrest reached out to our customer to discuss his concerns. We explained the importance of the first payments and the cost to reinstate the vehicle. We advised we were unable to place the vehicle on hold to allow our customer to reinstate. However, if the vehicle is still available, our customer may still be able to reinstate, but no guarantee could be made. Bridgecrest further explained the contract rescission. Our customer advised his credit currently showed a repossession for the vehicle. We advised we would have that corrected and advised of the 30 to 60-day time frame. Our customer understood. He advised he would try to obtain the funds to reinstate, and the call was ended on amicable terms.  We apologize for any confusion or inconvenience this matter may have caused. We have reviewed our files and found that our customer’s purchase, finance of the vehicle, and the administration of his loan have been handled in accordance with our standards and procedures. As a gesture of goodwill, we have sent our customer a $25.00 [redacted] gift card.  Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations department at ([redacted].  Thank you,  Jessica H. Customer Relations

(Please see attached for fill response)On February 1, 2017, Bridgecrest reached out to our customer to discuss his concerns. We explained when a deferment is typically offered and the steps a deferment must go through before finalization. We then apologized for any misinformation received and...

offered our customer the requested two payment deferments. Bridgecrest explained his new due date would be February 17, 2017. Per normal processes, once this deferment is completed, Bridgecrest will be unable to process any deferment modifications on his account for the next 6 months. We also advised, as this is a simple interest loan, although not required to make a payment during the deferral period, interest will continue to accrue at the normal rate. Our customer accepted our resolution and the call was ended on amicable terms. On this same day, the two payment deferments were requested. The deferments were completed on February 3, 2017. Additionally, as a gesture of goodwill, Bridgecrest has waived the accrued $5.00 late payment fee. We apologize for any confusion or inconvenience this matter may have caused. At this time, our customer’s account appears as current. As previously stated, his next payment is due on February 17, 2017. Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at [redacted]. Thank you,  Jessica H. Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On January 5, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Chrysler 300. Prior to the purchase of the...

vehicle, our customer was required to complete the Get Approved Form, providing her and her references’contact information, place of employment, etc. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached is a copy of the Simple Interest Retail Installment Contract and the Get Approved Form for your reference.At the time of sale, our customer agreed to make 132 bi-weekly payments of $170.85 beginning on January 30, 2016 and 1 final payment of $169.90 on February 20, 2021. On page 3 of the Contract,under subsection Default, it states:“You will be in default if any one of the following occurs (except as may be prohibited by law): 1.You fail to make any payment due under this Contract, including any down payment, in full when such payment is due…”Additionally, on page 4 of the Contract, under subsection References/Credit Reports, its states:“We may contact your employer or your references to verify the information you provided to us in your application or in connection with this Contract. We may also contact your employer or your references if we are unable to locate you. The servicer of this Contract may also do so.”Please reference page 4 of the Get Approved Form, under subsection Communication Consent, it states: “You agree that we may call you, using an automatic telephone dialing system or otherwise, leave you a voice, prerecorded, or artificial voice message, or send you a text, e-mail, or other electronic message for: … 2) any purpose related to the servicing and collection of your accounts with us…”If our customer wants to cease telecommunication, email, and/or mail to her, we encourage her to contact Bridgecrest to place any or all of these restrictions on her account. Bridgecrest is able to setup call windows; these are time frames given by our customer where we are allowed to contact her.On May 8, 2016, our customer’s account fell past due and has not been brought current since. The last payment we received from her was August 12, 2016, at 41 days past due. Throughout this period of time where our customer was in default of her Contract, Bridgecrest proceeded with collection efforts in attempt to cure the past due balance.On October 10, 2016, our customer contacted Bridgecrest via email regarding her past due balance.She requested we provide her payment extensions to assist with the delinquent payments. As we are unable to discuss our customer’s account information over email, we attempted to contact her through her phone number on the account.On October 19, 2016, at 95 days past due and no phone communication with our customer since August of 2016, Bridgecrest attempted to contact three (3) of our customer’s references, provided by her on the Get Approved Form, in an attempt to reach her. We were unsuccessful in our attempts as two phone numbers were disconnected and we left a voicemail on the active phone number.After reviewing our customer’s account notations, Bridgecrest has found that our customer has not requested we cease communication to her, place of employment, or references nor do we have any indication that her references requested the same.On November 1, 2016, at 108 days past due, our customer’s account charged off.On November 3, 2016, Bridgecrest exercised its contractual right to secure the vehicle and assigned the vehicle to be recovered.On November 9, 2016, our customer contacted Bridgecrest to discuss the recovery of the vehicle and past due payments. She informed us she was attempting to retrieve the items from the vehicle and she has not been able to make contact with the recovery vendor. She also advised us she was promised an extension through email. We informed her she would need to speak with us over the phone in order to discuss the possibility of payment extensions; emails from our customer are not sufficient enough to have a payment extension performed. Bridgecrest offered to review the email correspondence to confirm what offer of assistance, if any, was given or presented to her at thattime.In regards to the recovery of the vehicle, Bridgecrest advised our customer we have attempted to contact her at least once a day to cure the past due balance. In total, our customer’s full amount to redeem the vehicle is $2,013.04. This is including the recovery fee, late fees, key fees of $90, and past due payments of $1,573.04. In order to redeem the vehicle we offered to reduce the amountrequired to release the vehicle to a minimum of $1,000, which consists of $650 for the past due payments, $325 for the recovery fee, and $25 for late fees.On November 14, 2016, our customer contacted Bridgecrest concerning the retrieval of items from the vehicle. She informed us that the recovery vendor has a small time window where she canschedule an appointment with the vendor; she was seeking assistance with gathering her items. We advised her we have no control over the hours of operation of the vendor and would be unable toassist with releasing her items.On November 19, 2016, our customer contacted Bridgecrest inquiring about a potential hold of the vehicle’s sale. We informed her we would place the vehicle on hold at auction until the following Monday. On November 21, 2016, our customer contacted Bridgecrest to make a $301.05 payment towards the fees to redeem the vehicle. We informed her that she has until November 30, 2016, to pay the remaining balance of $698.95 to redeem the vehicle. Bridgecrest has placed a hold on our customer’s vehicle until November 30, 2016.At this time, Bridgecrest is currently working with our customer to satisfy the necessary minimum to redeem the vehicle. We have reviewed the account notations and we have made countless efforts to cure the past due balance on the account. Bridgecrest is able to confirm that the recovery of the vehicle is legitimate. Should our customer wish to discuss this matter further, we encourage her to contact our Customer Relations department at [redacted], as we are unable to discuss account matters through email correspondence.We apologize for any inconvenience or confusion this matter may have caused. As a good will gesture, Bridgecrest has applied a $25.00 credit to our customer’s account balance. ridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].

(Please see attached for full response)For financed vehicles, Bridgecrest reports all information to the three major credit bureaus. Information reported may be positive or negative, depending on our customers’ payment history. Negative information may include late payments, missed payments, or any...

form of default. At the end of each month, Bridgecrest submits a report to the three major credit bureaus regarding the status of all reported accounts and is required to report accurate information.We have reviewed our customer’s trade line and found it to be reporting accurately. During the month of August, our customer attempted two payments, one for $465.18 and one for $222.59. Each payment was reversed from the account due to insufficient funds. Therefore, on August 31, 2017, our customer’s account was 40 days past due, resulting in a late mark on his trade line.Bridgecrest has reviewed all call recordings for the month of August with our customer and did not find a conversation regarding credit reporting when making his payments. Our customer did not make Bridgecrest aware of his family situation until the beginning of September. We offer our condolences for his loss.At this time, Bridgecrest is unable to accommodate his request to remove the late mark. We encourage our customer to remain in contact with Bridgecrest regarding any concerns he may have with his payments.

Please see the attached PDF for our full response. On November 11, 2016, we contacted our customer to address the concerns in his complaint. Our records do not indicate an error was caused on Bridgecrest’ s end and we are unable to determine the underlying issue that caused the above-mentioned...

automatic withdrawal payments to reverse. Furthermore, our customer is adamant that the funds were available in his account at the time the funds were withdrawn. Bridgecrest has offered to make an exception to allow our customer to use the full $1,500 in accumulated Lease Reward Credits toward his remaining balance. In addition, as a goodwill gesture, Bridgecrest has credited our customer’s Lease account the remaining $34.99, settling the entirety of his Lease to Purchase payoff. This will allow Bridgecrest to begin the process of sending our customer the title to the vehicle and remove the lien. We will not be able to assist our customer with the thermostat and air door actuator motor repair. Our customer agreed to our offer and we ended our correspondence on amicable terms. We apologize for any confusion or convenience this matter may have caused. 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. Vehicle loans are serviced by and financed through Bridgecrest, DriveTime’s loan servicing partner. We work simultaneously in an effort to address and resolve all customer’s concerns related to both businesses. We apologize for any confusion this may have caused. Bridgecrest truly appreciates our customer’s consistent and on-time payment history and would like to continue to do business with her. However, as she is exploring her refinancing options, Bridgecrest would not be able to accommodate her as we do not have a refinance program. In an effort to provide a direct response to our customer’s request for refinancing options, we have recommended that if she wishes to refinance the only other options we can provide is to advise her to seek refinancing options through third parties, such as a credit union or bank. This recommendation is not in an attempt to lose her business but instead to provide her all known available options based on her request. Bridgecrest made four (4) unsuccessful attempts to reach our customer on April 20, 21, and 24, 2017 on all phone numbers listed on the account. On April 21, 2017, Bridgecrest sent a letter to our customer’s address on file. The purpose of this letter is to advise we have been unable to reach her and encourage our customer to contact our Customer Relations department so we may discuss her concerns further. We will continue our efforts to come to a mutual understanding.

(Please see attached for full response)Our customer entered into a Simple Interest Retail Installment Contract, which means there is no grace period. However, a late fee will not be imposed until an account is 10 days past due but the account will accrue additional interest each day the payment remains unpaid.When a payment is made towards an account, it initially reflects a pending status. It then takes approximately 24 hours for a payment to apply to the account, depending on the method of payment utilized by our customer. According to our customer’s transaction history, the payments made have posted to the account the following business day. However, there are two (2) payments, made through a third party vendor, that have been made on a Friday, therefore posting to the account on the next business day, Monday. Our customer did previously utilize our one-time ACH payment method, via our online portal, and had success in same-day posting.  We apologize for any further confusion or inconvenience this matter may have caused and wish our customer a speedy recovery. At this time, Bridgecrest would like to offer our customer the requested due date change as a one-time exception. However, this would be the only available due date change for the remainder of our customer’s loan. Our customer will need to contact us at [redacted] to accept our offer. Should our customer have any future inquiries for eligible loan modifications, payment arrangements, or payment concerns, we encourage her to contact our Customer Service team, at [redacted].Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at [redacted].Thank you,Jessica H. Customer Relations

For full response, please see attached. We strive to provide an industry-leading experience in everything we do. Central to that goal is building trust with our customers and providing transparency and visibility. That includes being up front when we make a mistake. On September 19, 2017, our...

customer contacted us to discuss possible assistance options for her past due payments due to being affected by the hurricane and being out of work. During this call our representative erroneously offered assistance in the form of a loan modification to defer one of her biweekly payments to the end of the loan to assist during the hardship. Loan modifications to defer payments are subject to review and approval. This option was not available for our customer and should not have been offered during this call. We will be exploring all internal training opportunities and corrective action to ensure our customers are receiving exceptional customer service to include accurate information at all times.   On October 2, 2017, we determined our customer’s account would not be eligible for the requested deferment. We then attempted to reach our customer to assist her with setting payment arrangements on the account but were unsuccessful in our attempts to reach her.   On October 6, 2017, our customer contacted Bridgecrest to check on the status of her deferments. We explained the modification had not been approved and offered to schedule payment arrangements. Our customer advised she would call back.   We apologize for any frustration or inconvenience this matter may have caused our customer.  In an attempt to reach an amicable resolution and show good faith for our mistake, we will apply a credit to our customer’s account in the amount of two bi-weekly payments that would otherwise have been deferred, which will bring her account to a current standing.

To Whom It May Concern:  I asked the sales person at Drivetime if there was an early pay off charge and he said no. He DID NOT explain that there would not be a reduction in the interest for duration of the contract. We have paid as of this date $15,796.43. $9274.86 of that has been applied to interest and only $6521.57 toward principle. It has been in the garage with issues nine times. The two 30 days payment were due to being in the garage for repairs. It was either fix the vehicle so I had transportation or make the payment. I told Drivetime when I bought the vehicle that I get paid the third Wednesday of each month. Therefore the payment would be after due date three to four times a year.The sales person this would not be a problem due to there was no late fee until payment was ten days overdue. Never said interest would add up by the day. I had this account on auto pay which I had to stop because of payment coming out of my checking account on the 19th  and my pay was later. I have paid quite a few overdraft fees due to this.This vehicle was just in the garage being fixed twice in the last three weeks. It is still showing four codes besides what we just fixed. Mechanic says we are just getting started with things going to go wrong with total electrical system. I called Drivetime and Bridgecrest and told them what is going on with the vehicle. I was treated like a person trying to rip off their company. Very rude. I told them I raise a grandson with medical issues and constant doctor appointments and had to have transportation. I told them I could not continue to make $478.68 payments and constant repairs. They could care less. I wanted to trade the vehicle off. Called for a pay off and was told it was over $14,000.00 STILL. The value of the vehicle is only around $6800.00.  We want some of the interest adjusted because of all the constant out of pocket issues. That way we can trade it off on a dependable vehicle.

October 20, 2016   Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997    Re: Complaint # [redacted]   To Whom It May Concern,   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 26,...

2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2004 Chrysler Pacifica. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. We determined after review that we had inadvertently deleted reporting on our customer’s account. On April 11, 2016, DriveTime spoke with our customer and discussed her previous Revdex.com complaint ([redacted]). We agreed to resend reporting to one of the credit bureaus, [redacted]. That same day, DriveTime resent the reporting tape and informed our customer that it may take between 60-90 days to reflect with [redacted]. On October 18, 2016, DriveTime spoke with our customer to address her current concerns. We explained that we would look into the reporting with [redacted] to see why the reporting is still not showing. We informed her that the reporting was sent to [redacted] in April as we informed her.(Full Response provided to the Revdex.com)

attention [redacted], I have been sick in bed and unable to contact you personally I have my sister responding to your response letter. I do not have any control over the state disability decisions regarding payment dates and I'm sure you know this already. Irregardless I am still making my monthly payments to Bridgecrest only a couple of days after the due date in which all companies have a grace period to allow customers some edge room according to unforeseen issues that may arise such as mine. You also did not mention anything (to your obvious convininience) as to why Bridegecrest takes an additional 3-4 days to post a wash paylent which is my form of payment every month!!!  I am willing to work with you but you also have to help your customers out. If I need to speak with someone in an authoritative capacity, then let me know and provide that information to me so that I can do what I need to do to get this taken care of.Ms. [redacted]

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.
Regards,
[redacted]

[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.  Jessica was extremely nice and helpful. She did everything she promised. God Bless her and Revdex.com. 
Regards,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity toaddress our customer’s concerns.On May 6, 2016, our customer entered into a Simple Interest Retail Installment Contractwith DriveTime when she purchased a 2011 Buick Regal. The Contract was subsequentlyassigned to...

DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.Attached you will find the Simple Interest Retail Installment for your reference.At the time of sale, our customer agreed to make 140 payments of $225.99 beginning May21, 2016 and a final payment of $224.90 on October 2, 2021. Our customer also enrolledin AutoPay for the days prior to the original due dates. A payment method which ourcustomer’s sign up using their routing and bank account number which automaticallywithdraws payments on the scheduled due date.On May 20, 2016, AutoPay drafted $225.99 from our customer’s bank account. Thepayment reversed due to insufficient funds on May 25, 2016 and a $15.00 insufficient fundsfee was assessed to the account.On May 26, 2016, our customer contacted Bridgecrest in attempt to resolve the past duebalance. She informed us that she would not be able to make another payment until thefollowing week. We advised her we could exercise our contractual option to recover thevehicle due to the account being in default of her contract.On May 27, 2016, our customer made a payment of $240.99 to cure the past due balancealong with the insufficient funds fee.At this time, we have received a payment for June 2 and are attempting to contact her aboutfuture payment arrangements. Also, the vehicle has not been assigned for recovery. If our customer wishes to discuss and set this arrangement up, we encourage her to contact us at###-###-####.We apologize for any inconvenience or confusion this matter may have caused. As a goodwillgesture, Bridgecrest has applied a $25 credit towards our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you haveany questions or concerns, please contact us by calling us at ###-###-####.Sincerely,Carlos S.Customer Relations

The problem with the response from Bridgecrest is there was never notification to my wife [redacted], through mail or telephone. They keep saying a third party told them never to call our number again. My wife nor myself never made this  comment to them. We asked who they spoke with and they said it was just listed as a third party. [redacted] was never notified by mail until we received a letter of repossession on January 9th 2017. At that point we contacted Bridgecrest to let them know we were just notified and we found out she had a repossession on her credit report. We talked to 2 supervisors and they said that we were notified and nothing could be done to clear her credit report. I said my wife was not notified and the response was yes she was. I asked for someone in a higher position to speak with. They said they were as high as I could go. So I then called their head quarters and asked to speak with the CEO. I was told that couldn't happen but they would take a message and get it to someone that would contact me in 24 hours. I never received a call. So I contacted the Revdex.com. I have spoke with Carlos from Bridecrest 2 times now. I explained to him I was on the east coast in business meetings and would contact him on Monday. We are not saying my wife is not responsible for the debt her son was incapable of honoring due to financial and medical restrictions. We are seeking to rectify this debt without negative consequences to [redacted]' credit since she was not notified until it was to late. She would of and is still willing to take over the obligation. If her credit is restored.  I look forward to speaking with Carlos on Monday to try and rectify this matter. I will also ask Carlos to be willing to allow the phone conversation to be recorded so I can share this with the Revdex.com. Although it is a nice gesture. A $25 dollar gift card is not necessary.  We just want this matter resolved in way that benefits all parties.  Thank you,  [redacted]

For full response, please see attached.  We apologized for the inconvenience and explained she is able to enroll in AutoPay to ensure, moving forward, payments are drafted from her account with no convenience fees assessed. Additionally, our customer is registered with an online account at...

[redacted]. On this site, our customer is able to monitor all transactions regarding her account with multiple payment options at her disposal. Our customer expressed dissatisfaction with the options we presented. She further advised she no longer wished to be contacted and the call was ended. To ensure this request was honored, Bridgecrest has added our customer’s phone number to our internal Do Not Call list. Should our customer wish to discuss her account with Bridgecrest, she will need to contact us directly.   Upon review of our customer’s transaction history, we are unable to determine if she had attempted to enroll in AutoPay. Payments made since the time of purchase have been made either in-person through a third party vendor, credit or debit card, or one-time ACH through Bridgecrest’s website. Our customer has the ability to enroll in AutoPay. However, as the account is 4 days past due for $176.81, she would need to bring the account current in order to do so. Additionally, she will need to allow 10-12 days for the AutoPay to be set in place. Any payments which come due in this timeframe, will be required to be paid using an alternative method of payment.  At this time, Bridgecrest is unable to accommodate our customer’s request to be reimbursed for any convenience fees associated with making her scheduled payments. We apologize for any inconvenience this may have caused. We have applied a $25.00 principal credit, which posted on May 16, 2017, to our customer’s account as a gesture of goodwill. Should our customer have any further questions or concerns, we encourage her to contact our Customer Relations department at [redacted].

We did discuss changing the due date. This is still reported on my credit inaccurately