It is our set policy and procedure to wait ten days after receipt of payoff funds prior to sending a payoff letterIf our customers request an exception and would like a payoff letter before the ten-day holding period has elapsed, Bridgecrest requires a running bank statement to confirm that all payments made have successfully posted, therefore ensuring that the loan is truly paid offThe document our customer and the ATP provided was not on bank letterhead, did not show a running balance, and did not show whether payments had posted to the accountAs the document did not adequately reflect the required information needed for an exception, we were unable to prematurely release the payoff letterOn September 5, 2017, we contacted the ATP to discuss the complaint she had filed with the Revdex.comIt is Bridgecrest’s practice to contact all customers and ATPs who file complaints to ensure their concerns are addressed to the best of our abilityWe apologize for any frustration or inconvenience this correspondence caused the ATP or our customer.At this time, we have confirmed that both our customer and the ATP have received copies of the payoff letter via email and postal mail
October 10, Revdex.com Phone: (602) 264-Fax (602) 263- RE: Case No [redacted] To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On September 12, 2013, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Mitsubishi Galant 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 8, 2016, our customer’s third-party insurance company contacted us to advise that the vehicle had been in an accident, and was declared a total lossOur Total Loss Department approved our customer for our Insurance Loss Program (ILP)The ILP allows customers who have experienced a total loss, and for whom GAP insurance was not available at the time our customer purchased, to get into a new vehicle with DriveTime with a $deductible and no, or reduced, down payment On September 19, 2016, we received a check from the third-party insurance company in the amount of $3,We also received a check from our customer in the amount of $4,These checks together were sufficient to pay off the remaining balance of the loan On September 26, 2016, the insurance company’s check was deleted from the account, leading to once again show a balance dueFULL RESPONSE ATTACHED
Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn February 10, 2017, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Jeep Liberty from DriveTimeThe Contract was subsequently assigned to Bridgecrest Acceptance Corporation (Bridgecrest)Attached is a copy of the Simple Interest Retail Installment Contract for your referenceAt the time of sale, our customer was provided a 30-days / 1,500-miles DriveCare Limited Warranty,administered by Silver RockOur customer also elected to purchase an additional 5-years /50,000-miles Vehicle Service Contract, also administered by SilverRockAttached is the DriveCare Limited Warranty and Vehicle Service Contract for your reference.At DriveTime, we aim to avoid mechanical failure by inspecting our vehicles prior to sale.All of our vehicles are inspected at a DriveTime Inspection CenterHowever, if a part is not failing at the time of the inspection, it does not need to be replacedFurthermore, due to the nature of specializing in pre-owned vehicles, it is difficult for us to determine when and what type of repairs may be needed post-saleFor this reason, we provide all customers with a Drive Care Limited Warranty which allows most mechanical concerns to be addressed within the first days/ 1,miles after purchase with no out-of-pocket expense to our customerAdditionally, we encourage our customers to purchase extended coverage to utilize in the event of future mechanical repairs.On February 23, 2017, a claim was initiated by an in-network repair facility for the check engine light indicatorPer the repair facility’s diagnosis, SilverRock authorized the replacement of the fuel tank with no out of pocket expense to the customer, under the terms of the DriveCare Limited WarrantyThe repair facility advised the repairs were expected to be completed by February 27th, 2017.On March 27, 2017, a claim was initiated by an in-network repair facility for the right rear purge valve hoseSilver Rock advised this is a non-covered component under the Vehicle Service ContractGenerally, non-covered components would be the responsibility of the customerHowever, after further review, DriveTime offered to cover the cost of the repairs with no out-of-pocket expense to our customerPer the repair facility, these repairs were expected to be completed by March 30, 2017.On April 3, 2017, Bridgecrest contacted our customer to discuss his concernsHe explained the vehicle is currently at the repair facility for further repairsWe offered to review options of possible assistance once a claim has been filed with SilverRockHowever, at this time,no claim has been initiated with Silver RockWe will continue our efforts to assist our customer in order to ensure an amicable resolution is reachedBridgecrest thanks the Revdex.com for their continued supportIf you have any questions, please contact us at [redacted]
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
Before Bridgecrest can release documentation to any insurance company for total loss claims, we request a market evaluation, settlement breakdown, and the total loss summaryAfter reviewing our customer’s account, we found his insurance company faxed in a request for the letter of guarantee on September 13, As this fax did not include the market evaluation and the settlement breakdown, we did not accommodate their requestWe also found we did not follow up accordingly with the insurance company to inform them of our requirements for sending documentsNo further interactions occurred until January of 2017.On January 10, 2017, the insurance company contacted Bridgecrest to provide a summary of the total loss claimWe advised them we needed a market evaluation and a settlement breakdownOn January 27, 2017, after receiving all requested documentation from the insurance company, we supplied them with the letter of guaranteeThe letter of guarantee listed two addresses to send payment to: [redacted] Phoenix, AZ and [redacted] ***On February 17, 2017, the insurance company advised Bridgecrest they had sent in an insurance check for the total loss claimWe informed them we had not received the check and determined they had sent it to an incorrect address, [redacted] ***We advised them of the correct addresses, and they informed us they would be reissuing a check.On March 13, 2017, Bridgecrest received the insurance check, totaling $2,This amount was applied towards our customer’s principal balance, leaving a remaining principal balance of $1,We apologize for the delays in finalizing our customer’s total loss claimSince March of 2017, our customer has continued to make payments towards his loanFurthermore, he spoke with Bridgecrest on several occasions requesting the waiver of any additionally accrued interest on his account(continued on attached)
On August 30, 2017, we contacted our customer and confirmed he had retrieved the vehicleOur customer expressed concerns about having to make two payments of $to secure the release of the vehicle, when he had only agreed to make one at this timeAdditionally, our customer discussed concerns that the vehicle had been damaged by the recovery vendorAfter further review of our customer’s situation, we refunded the second payment of $made via certified funds as a goodwill gestureShould the initial ACH payment of $be reversed for any reason, our customer has acknowledged an understanding that the vehicle will be reassigned for recoveryAdditionally, we are currently reviewing the situation with the recovery vendor and intend to work with our customer until this matter is resolved
I Disagree totally with the response from bridge crestreading other complaints I now totally understand that bridge crest only defends itself even when they are in the wrongThere has been several similar complaints made against this financing company as wellI will like to personally obtain all recordings with agents name, dates and timesI will also contact the consumer protection bureaus as well as my state attorney general, because I know what was told to me and if information is being withheld to make the company look good then I condemn it and I believe more action should be takenI highly recommend a investigation to be launched based on the fraud events of the companyI did talk to a very nice relations specialist named Jessica, which I thought we established an accurate and friendly line of communicationBut this response is ridiculous
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 hadOur customer has been driving the vehicle approximately months since the corrosion issue was documented and continues to drive the vehicleOur 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 complaintWe 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 ContractIn 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 assistanceLikewise, we have requested an itemized estimate and photographs from [redacted] for review 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 [redacted] Sincerely, Brodie Customer 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 accidentBridgecrest 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 timeOn 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
September 9, Revdex.com Ph(602) 264-Fax (602) 263- Re: Complaint # [redacted] To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On January 2, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Chevrolet TrailblazerThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAttached will be the Simple Interest Retail Installment Contract for your reference At the time of sale, our customer agreed to make bi-weekly payments of $beginning on January 30, and one final payment of $on May 15, On August 15, 2016, our customer contacted Bridgecrest to set up a promise to payShe advised us that she would be able to make a payment of $on August 26, On August 23, 2016, our customer contacted Bridgecrest to set up a post-dated paymentShe agreed to make a payment of $on August 26, Bridgecrestset up the post-dated payment through Western Union to withdraw $on August 26, By that date, our customer’s account would be days past due for$642.99.On August 26, 2016, two payments of $posted to our customer’s accountThe first $payment was made through Western Union; the post-dated payment setup on August 23, The second $payment was made online at [redacted] , through the one-time ACH payment methodPost-dated payments are arranged through Bridgecrest representatives while the ACH payments are made and authorized manually by our customers.On August 29, 2016, Bridgecrest received the bank statement our customer had faxed inHowever, it was not legible; we requested our customer send another copy of the bank statement.On August 30, 2016, Bridgecrest had received a legible copy of the bank statementand forwarded to management for further review.On September 2, 2016, Bridgecrest contacted our customer after reviewing the bank statementsWe informed our customer that we could only refund $of the$Because our customer was delinquent when she authorized these two payments, they applied towards the past due balance and the remaining $219.33went towards the following scheduled paymentWe submitted the request for a physical check of $for our customer.On September 6, 2016, after speaking with our Payment Research department, they found some concerns with the bank statementOn it, her transaction for August 26, is showing as “Funding Reversal”, this means that the bank is requesting the payment of $be returned to themThat same day, Bridgecrest contacted our customer in attempt to explain the situationWe informed her that in order for us to confirm the payments are posted we hold the funds for 7-business days, from the transaction date, to ensure the payment will not reverseAfter said period of time, we are able to request a check be cut for the over payment amount of $219.33.At this time, our customer is not satisfied with Bridgecrest’s responseHowever, we are unable to process a refund until we confirm that her payment has posted to the account and will not reverse.We apologize for any inconvenience or confusion this matter may have causedAs a goodwill gesture, Bridgecrest has applied a $credit to the account balanceBridgecrest 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 [redacted] .Sincerely,Carlos S.Customer Relations
Bridgecrest has reviewed the phone conversations that took place with our customerWe were able to conclude the representative she spoke with on June 1st did not handle the conversation in a professional manner nor consistent with our policy and proceduresNonetheless, our customer was informed of the new due dates and verbally agreed to them on the callWe sincerely apologize for the customer service experience our customer and the buyer have had thus farThis matter has resulted in a training opportunity for the representativeSince the receipt of the complaint, we have spoken with our customer to provide an explanation for the due date changes and confirmed her next due date is July 20, Additionally, we have verified we are reporting accurately to the major credit bureaus and have sent our customer a credit reporting letterPlease be advised at days past due, our customer’s account charged-offHowever, we worked with our customers to keep them in their vehicle to which each payment made will go towards paying the principal balance down and no further interest will accrueAn elaboration of the events which have transpired is below in this letterAt the time of sale, our customer and the buyer agreed to make bi-weekly payments of $221.28, with one final payment of $220.95, beginning on July 4, On our customer’s account, a payment came due on April 22, As this payment was not satisfied, this placed her account in a default status and has not been brought current sinceWith no payments received since October 7, 2016, the account entered a Charge Off status on January 1, At the time of entering a Charge Off status, we set the following due dates to be days after the date our customers either 1) remit payment to prevent the vehicle from being assigned for recovery or 2) pay to reinstate the vehicleBridgecrest made numerous unsuccessful attempts to reach our customer(continued on attached)
(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 submittedOn 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 causedBridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at (800) 965- Thank you, Jessica HCustomer Relations
To Whom It May Concern:Thank you for bringing this matter to our attentionWe appreciate the opportunity toaddress our customer’s concerns.On September 7, 2016, our customer entered into a Simple Interest Retail InstallmentContract with DriveTime when he purchased a Ford FusionThe Contract wassubsequently assigned to DT Acceptance Corporation, now known as BridgecrestAcceptance CorporationAttached you will find a copy of the Simple Interest RetailInstallment Contract for your review.At the time of sale, our customer agreed to make bi-weekly payments of $214.15beginning on October 1, and one final payment of $on July 16, 2022.In order to ensure our customers are able maintain their regularly scheduled paymentsDriveTime sets up their payment schedule to coincide with their pay dates, based upontheir proof of income provided at time of sale.After six months, DriveTime customers may contact Bridgecrest Customer Service toinitiate a frequency change to match their desired payment frequencyHowever, shouldour customers request a change in frequency, we require they provide updated proof ofincome to validate this changeOnce received we can review for a possible paymentfrequency change.Bridgecrest’s New Loans department manages accounts between 0-weeks oldFor anyaccount that is delinquent, Bridgecrest will contact our customers in an attempt to cure thepast due payment(s)It is critical that our customers make these initial payments on time.On September 29, 2016, our customer contacted Bridgecrest concerned about his new paydate scheduleHe informed us that he will be getting paid bi-weekly beginning on October He inquired about changing his payment freHe inquired about changing his payment frequency to monthlyWe informed him thathe would need to be in the loan for at least six months prior to being eligible for a frequencychange.On October 6, 2016, our customer contacted Bridgecrest to advise us that he would not beable to make another payment until November due to his new pay date scheduleWeadvised him that his next payment is due October 15; we would not be able to set a paymentarrangement days past the original due dateWe informed him that this would put himin default.Our customer disputed that, per the contract, he is given days, after the payment is due,to satisfy any past due balanceBridgecrest advised him that there are no grace periodswith payments; the days simply refers to when we may charge a late fee for paymentsnot made within that time period.On October 12, 2016, Bridgecrest contacted our customer in attempt to address hisconcernsHe confirmed that he is currently being paid on a semi-monthly scheduleWeinformed him that we would not be able to change the frequency to monthlyHowever, weare willing to review for a frequency change to semi-monthly with pay stubs or anemployment pay scheduleBridgecrest advised him that we would need the payment thatis due on October 15, to be paid prior to October Our customer understood our requestand advised that he would attempt to make a payment on or before October 26.At this time, Bridgecrest is anticipating receiving new pay stubs or a pay date schedulefrom our customer, so we may proceed with reviewing for a frequency changeWe willcontinue to work with him until we come to an amicable resolution.We apologize for any inconvenience or confusion this matter may have causedAs agoodwill gesture, Bridgecrest has applied a $credit towards the principal balance.Bridgecrest thanks the Revdex.com for their ongoing supportShould you haveany questions or concerns, please contact us by calling us at [redacted] .Sincerely,Carlos S.Customer Relations
(Please see attached for full response)On June 2, 2017, our customer contacted Bridgecrest to advise she submitted documents to have the MotionGPS cancelled in April and inquired if her refund could be expedited, now that the account was paid in fullWe explained how to process worked for ancillary product refunds and advised we were unable to expedite it as there were various departments involvedOur customer requested to have a manager contact her to further address her concerns.Later this same day, a manager attempted to contact our customer on the number listed in the account but was unable to reach her.On June 7, 2017, Bridgecrest reached out to our customer to discuss her concernsOur customer advised she was concerned with the timeframe previously provided to her regarding the refund check and the experience with the previous customer service representativeWe apologized for her experience and further advised we were able to get her refund expedited and overnight it to her by June 8, Additionally, we offered to send our customer a $American Express gift card as a goodwill gestureOur customer accepted our offer, verified her address, and our correspondence ended on amicable terms.At this time, Bridgecrest has mailed our customer her MotionGPS refund check and the $American Express gift cardIt was successfully delivered on June 8, We will continue to review our internal refund process and will handle all applicable training opportunities internally
[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] ***
(Please see attached for full response)Later this same day, the account was changed to a Back Out statusThe 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 loanPer normal process, it will take the three major credit bureaus to days to update our customer’s credit reportOn February 20, 2017, Bridgecrest reached out to our customer to discuss his concernsWe explained the importance of the first payments and the cost to reinstate the vehicleWe advised we were unable to place the vehicle on hold to allow our customer to reinstateHowever, if the vehicle is still available, our customer may still be able to reinstate, but no guarantee could be madeBridgecrest further explained the contract rescissionOur customer advised his credit currently showed a repossession for the vehicleWe advised we would have that corrected and advised of the to 60-day time frameOur customer understoodHe 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 causedWe 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 proceduresAs a gesture of goodwill, we have sent our customer a $ [redacted] gift card Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations department at ( [redacted] Thank you, Jessica HCustomer Relations
September 1, Revdex.com Ph(602) 264-Fax (602) 263- Re: Complaint # [redacted] 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 [redacted] 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 [redacted] and stated concerns with the vehicle leaking oil [redacted] 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 [redacted] for the repair of alternator, timing cover gasket, valve cover gasket, and alternate bracket cover [redacted] 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 [redacted] referring our customer to an Original Equipment Manufacturer (OEM), as they were unable to complete the repairs neededNo 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, [redacted] advised our customer that DriveTime had made anexception to cover the cost, up to $400.00, of the ignition key replacement [redacted] 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 [redacted] for the replacement of the ignition key [redacted] 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 [redacted] 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 [redacted] for an engine replacement.The overall cost of repairs exceeded $18,Due to the high cost claim, [redacted] arranged for an inspector to verify failures and repairs needed• On February 22, 2016, the inspector contacted [redacted] 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, [redacted] 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 [redacted] for anengine assembly, engine oil, coolant, and transmission fluid [redacted] advised that therepairs were approved, per the terms of the Vehicle Service Contract [redacted] ***• On March 17, 2016, an in-network repair facility filed a claim with [redacted] for thebrake vacuum and booster [redacted] advised them that the repair was a non-coveredcomponent.• On May 20, 2016, our customer contacted [redacted] and stated concerns with thevehicle shutting off, low oil pressure, and engine noise [redacted] 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 [redacted] for the repairof the fuel rail [redacted] 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 [redacted] 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 [redacted] forthe repairs of brake hydraulic booster, lower control arm bushings, stabilizer link,and concerns with an engine noise [redacted] 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 [redacted] for the repair of coil, shock/strut replacement, and PCV valve [redacted] advised the repair facility that the repairs were non-covered components.• On August 23, 2016, our customer contacted [redacted] and inquired why the repairsneeded were not warrantied [redacted] 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 [redacted] ***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 [redacted] 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 [redacted] .Bridgecrest thanks the Revdex.com for their ongoing supportShould youhave any questions or concerns, please contact us at [redacted] .Thank you,Diana C.Customer Relations
There were two claims filed with [redacted] since the date of purchaseThe first claim was initiated on April 11, 2016, for the replacement of the throttle bodyThere 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, for replacement of the transmission [redacted] approved the transmission replacement under the terms of the VSCAs the incorrect transmission was sent by the part supplier, the completion date was delayed to July 6, [redacted] waived the deductible, as a goodwill gesture, due to the delaysThere are no further notations that would indicate that the transmission replacement exceeded past July 6, Per the terms of the VSC, [redacted] offers rental reimbursement, up to $per day, based on the labor hours required to complete the repairs [redacted] does not indicate our customer sought rental reimbursement from themWe encourage our customer to submit her paid rental receipts to [redacted] for review for reimbursementAlternately, 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 customerWe 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 belongingsAdditionally, we have reviewed the phone call referenced in her complaintWe concluded that our representative handled the phone call in a professional mannerHe wanted to ensure that the co-buyer understood that the vehicle could be recovered to the severely delinquent nature of the account
To Whom It May Concern: I asked the sales person at Drivetime if there was an early pay off charge and he said noHe DID NOT explain that there would not be a reduction in the interest for duration of the contractWe have paid as of this date $15,$of that has been applied to interest and only $toward principleIt has been in the garage with issues nine timesThe two days payment were due to being in the garage for repairsIt was either fix the vehicle so I had transportation or make the paymentI told Drivetime when I bought the vehicle that I get paid the third Wednesday of each monthTherefore 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 overdueNever said interest would add up by the dayI 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 laterI have paid quite a few overdraft fees due to this.This vehicle was just in the garage being fixed twice in the last three weeksIt is still showing four codes besides what we just fixedMechanic says we are just getting started with things going to go wrong with total electrical systemI called Drivetime and Bridgecrest and told them what is going on with the vehicleI was treated like a person trying to rip off their companyVery rudeI told them I raise a grandson with medical issues and constant doctor appointments and had to have transportationI told them I could not continue to make $payments and constant repairsThey could care lessI wanted to trade the vehicle offCalled for a pay off and was told it was over $14,STILLThe value of the vehicle is only around $ We want some of the interest adjusted because of all the constant out of pocket issuesThat way we can trade it off on a dependable vehicle
(Please see attached for full response)Our customer entered into a Simple Interest Retail Installment Contract, which means there is no grace periodHowever, a late fee will not be imposed until an account is 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 statusIt then takes approximately hours for a payment to apply to the account, depending on the method of payment utilized by our customerAccording to our customer’s transaction history, the payments made have posted to the account the following business dayHowever, 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, MondayOur 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 recoveryAt this time, Bridgecrest would like to offer our customer the requested due date change as a one-time exceptionHowever, this would be the only available due date change for the remainder of our customer’s loanOur customer will need to contact us at [redacted] to accept our offerShould 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 supportShould you have any questions or concerns, please contact our Customer Relations Department at [redacted] ***.Thank you,Jessica HCustomer Relations
It is our set policy and procedure to wait ten days after receipt of payoff funds prior to sending a payoff letterIf our customers request an exception and would like a payoff letter before the ten-day holding period has elapsed, Bridgecrest requires a running bank statement to confirm that all payments made have successfully posted, therefore ensuring that the loan is truly paid offThe document our customer and the ATP provided was not on bank letterhead, did not show a running balance, and did not show whether payments had posted to the accountAs the document did not adequately reflect the required information needed for an exception, we were unable to prematurely release the payoff letterOn September 5, 2017, we contacted the ATP to discuss the complaint she had filed with the Revdex.comIt is Bridgecrest’s practice to contact all customers and ATPs who file complaints to ensure their concerns are addressed to the best of our abilityWe apologize for any frustration or inconvenience this correspondence caused the ATP or our customer.At this time, we have confirmed that both our customer and the ATP have received copies of the payoff letter via email and postal mail
October 10, Revdex.com Phone: (602) 264-Fax (602) 263- RE: Case No [redacted] To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On September 12, 2013, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Mitsubishi Galant 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 8, 2016, our customer’s third-party insurance company contacted us to advise that the vehicle had been in an accident, and was declared a total lossOur Total Loss Department approved our customer for our Insurance Loss Program (ILP)The ILP allows customers who have experienced a total loss, and for whom GAP insurance was not available at the time our customer purchased, to get into a new vehicle with DriveTime with a $deductible and no, or reduced, down payment On September 19, 2016, we received a check from the third-party insurance company in the amount of $3,We also received a check from our customer in the amount of $4,These checks together were sufficient to pay off the remaining balance of the loan On September 26, 2016, the insurance company’s check was deleted from the account, leading to once again show a balance dueFULL RESPONSE ATTACHED
Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn February 10, 2017, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Jeep Liberty from DriveTimeThe Contract was subsequently assigned to Bridgecrest Acceptance Corporation (Bridgecrest)Attached is a copy of the Simple Interest Retail Installment Contract for your referenceAt the time of sale, our customer was provided a 30-days / 1,500-miles DriveCare Limited Warranty,administered by Silver RockOur customer also elected to purchase an additional 5-years /50,000-miles Vehicle Service Contract, also administered by SilverRockAttached is the DriveCare Limited Warranty and Vehicle Service Contract for your reference.At DriveTime, we aim to avoid mechanical failure by inspecting our vehicles prior to sale.All of our vehicles are inspected at a DriveTime Inspection CenterHowever, if a part is not failing at the time of the inspection, it does not need to be replacedFurthermore, due to the nature of specializing in pre-owned vehicles, it is difficult for us to determine when and what type of repairs may be needed post-saleFor this reason, we provide all customers with a Drive Care Limited Warranty which allows most mechanical concerns to be addressed within the first days/ 1,miles after purchase with no out-of-pocket expense to our customerAdditionally, we encourage our customers to purchase extended coverage to utilize in the event of future mechanical repairs.On February 23, 2017, a claim was initiated by an in-network repair facility for the check engine light indicatorPer the repair facility’s diagnosis, SilverRock authorized the replacement of the fuel tank with no out of pocket expense to the customer, under the terms of the DriveCare Limited WarrantyThe repair facility advised the repairs were expected to be completed by February 27th, 2017.On March 27, 2017, a claim was initiated by an in-network repair facility for the right rear purge valve hoseSilver Rock advised this is a non-covered component under the Vehicle Service ContractGenerally, non-covered components would be the responsibility of the customerHowever, after further review, DriveTime offered to cover the cost of the repairs with no out-of-pocket expense to our customerPer the repair facility, these repairs were expected to be completed by March 30, 2017.On April 3, 2017, Bridgecrest contacted our customer to discuss his concernsHe explained the vehicle is currently at the repair facility for further repairsWe offered to review options of possible assistance once a claim has been filed with SilverRockHowever, at this time,no claim has been initiated with Silver RockWe will continue our efforts to assist our customer in order to ensure an amicable resolution is reachedBridgecrest thanks the Revdex.com for their continued supportIf you have any questions, please contact us at [redacted]
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
Before Bridgecrest can release documentation to any insurance company for total loss claims, we request a market evaluation, settlement breakdown, and the total loss summaryAfter reviewing our customer’s account, we found his insurance company faxed in a request for the letter of guarantee on September 13, As this fax did not include the market evaluation and the settlement breakdown, we did not accommodate their requestWe also found we did not follow up accordingly with the insurance company to inform them of our requirements for sending documentsNo further interactions occurred until January of 2017.On January 10, 2017, the insurance company contacted Bridgecrest to provide a summary of the total loss claimWe advised them we needed a market evaluation and a settlement breakdownOn January 27, 2017, after receiving all requested documentation from the insurance company, we supplied them with the letter of guaranteeThe letter of guarantee listed two addresses to send payment to: [redacted] Phoenix, AZ and [redacted] ***On February 17, 2017, the insurance company advised Bridgecrest they had sent in an insurance check for the total loss claimWe informed them we had not received the check and determined they had sent it to an incorrect address, [redacted] ***We advised them of the correct addresses, and they informed us they would be reissuing a check.On March 13, 2017, Bridgecrest received the insurance check, totaling $2,This amount was applied towards our customer’s principal balance, leaving a remaining principal balance of $1,We apologize for the delays in finalizing our customer’s total loss claimSince March of 2017, our customer has continued to make payments towards his loanFurthermore, he spoke with Bridgecrest on several occasions requesting the waiver of any additionally accrued interest on his account(continued on attached)
On August 30, 2017, we contacted our customer and confirmed he had retrieved the vehicleOur customer expressed concerns about having to make two payments of $to secure the release of the vehicle, when he had only agreed to make one at this timeAdditionally, our customer discussed concerns that the vehicle had been damaged by the recovery vendorAfter further review of our customer’s situation, we refunded the second payment of $made via certified funds as a goodwill gestureShould the initial ACH payment of $be reversed for any reason, our customer has acknowledged an understanding that the vehicle will be reassigned for recoveryAdditionally, we are currently reviewing the situation with the recovery vendor and intend to work with our customer until this matter is resolved
I Disagree totally with the response from bridge crestreading other complaints I now totally understand that bridge crest only defends itself even when they are in the wrongThere has been several similar complaints made against this financing company as wellI will like to personally obtain all recordings with agents name, dates and timesI will also contact the consumer protection bureaus as well as my state attorney general, because I know what was told to me and if information is being withheld to make the company look good then I condemn it and I believe more action should be takenI highly recommend a investigation to be launched based on the fraud events of the companyI did talk to a very nice relations specialist named Jessica, which I thought we established an accurate and friendly line of communicationBut this response is ridiculous
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 hadOur customer has been driving the vehicle approximately months since the corrosion issue was documented and continues to drive the vehicleOur 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 complaintWe 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 ContractIn 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 assistanceLikewise, we have requested an itemized estimate and photographs from [redacted] for review 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 [redacted] Sincerely, Brodie Customer 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 accidentBridgecrest 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 timeOn 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
September 9, Revdex.com Ph(602) 264-Fax (602) 263- Re: Complaint # [redacted] To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On January 2, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Chevrolet TrailblazerThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAttached will be the Simple Interest Retail Installment Contract for your reference At the time of sale, our customer agreed to make bi-weekly payments of $beginning on January 30, and one final payment of $on May 15, On August 15, 2016, our customer contacted Bridgecrest to set up a promise to payShe advised us that she would be able to make a payment of $on August 26, On August 23, 2016, our customer contacted Bridgecrest to set up a post-dated paymentShe agreed to make a payment of $on August 26, Bridgecrestset up the post-dated payment through Western Union to withdraw $on August 26, By that date, our customer’s account would be days past due for$642.99.On August 26, 2016, two payments of $posted to our customer’s accountThe first $payment was made through Western Union; the post-dated payment setup on August 23, The second $payment was made online at [redacted] , through the one-time ACH payment methodPost-dated payments are arranged through Bridgecrest representatives while the ACH payments are made and authorized manually by our customers.On August 29, 2016, Bridgecrest received the bank statement our customer had faxed inHowever, it was not legible; we requested our customer send another copy of the bank statement.On August 30, 2016, Bridgecrest had received a legible copy of the bank statementand forwarded to management for further review.On September 2, 2016, Bridgecrest contacted our customer after reviewing the bank statementsWe informed our customer that we could only refund $of the$Because our customer was delinquent when she authorized these two payments, they applied towards the past due balance and the remaining $219.33went towards the following scheduled paymentWe submitted the request for a physical check of $for our customer.On September 6, 2016, after speaking with our Payment Research department, they found some concerns with the bank statementOn it, her transaction for August 26, is showing as “Funding Reversal”, this means that the bank is requesting the payment of $be returned to themThat same day, Bridgecrest contacted our customer in attempt to explain the situationWe informed her that in order for us to confirm the payments are posted we hold the funds for 7-business days, from the transaction date, to ensure the payment will not reverseAfter said period of time, we are able to request a check be cut for the over payment amount of $219.33.At this time, our customer is not satisfied with Bridgecrest’s responseHowever, we are unable to process a refund until we confirm that her payment has posted to the account and will not reverse.We apologize for any inconvenience or confusion this matter may have causedAs a goodwill gesture, Bridgecrest has applied a $credit to the account balanceBridgecrest 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 [redacted] .Sincerely,Carlos S.Customer Relations
Bridgecrest has reviewed the phone conversations that took place with our customerWe were able to conclude the representative she spoke with on June 1st did not handle the conversation in a professional manner nor consistent with our policy and proceduresNonetheless, our customer was informed of the new due dates and verbally agreed to them on the callWe sincerely apologize for the customer service experience our customer and the buyer have had thus farThis matter has resulted in a training opportunity for the representativeSince the receipt of the complaint, we have spoken with our customer to provide an explanation for the due date changes and confirmed her next due date is July 20, Additionally, we have verified we are reporting accurately to the major credit bureaus and have sent our customer a credit reporting letterPlease be advised at days past due, our customer’s account charged-offHowever, we worked with our customers to keep them in their vehicle to which each payment made will go towards paying the principal balance down and no further interest will accrueAn elaboration of the events which have transpired is below in this letterAt the time of sale, our customer and the buyer agreed to make bi-weekly payments of $221.28, with one final payment of $220.95, beginning on July 4, On our customer’s account, a payment came due on April 22, As this payment was not satisfied, this placed her account in a default status and has not been brought current sinceWith no payments received since October 7, 2016, the account entered a Charge Off status on January 1, At the time of entering a Charge Off status, we set the following due dates to be days after the date our customers either 1) remit payment to prevent the vehicle from being assigned for recovery or 2) pay to reinstate the vehicleBridgecrest made numerous unsuccessful attempts to reach our customer(continued on attached)
(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 submittedOn 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 causedBridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at (800) 965- Thank you, Jessica HCustomer Relations
To Whom It May Concern:Thank you for bringing this matter to our attentionWe appreciate the opportunity toaddress our customer’s concerns.On September 7, 2016, our customer entered into a Simple Interest Retail InstallmentContract with DriveTime when he purchased a Ford FusionThe Contract wassubsequently assigned to DT Acceptance Corporation, now known as BridgecrestAcceptance CorporationAttached you will find a copy of the Simple Interest RetailInstallment Contract for your review.At the time of sale, our customer agreed to make bi-weekly payments of $214.15beginning on October 1, and one final payment of $on July 16, 2022.In order to ensure our customers are able maintain their regularly scheduled paymentsDriveTime sets up their payment schedule to coincide with their pay dates, based upontheir proof of income provided at time of sale.After six months, DriveTime customers may contact Bridgecrest Customer Service toinitiate a frequency change to match their desired payment frequencyHowever, shouldour customers request a change in frequency, we require they provide updated proof ofincome to validate this changeOnce received we can review for a possible paymentfrequency change.Bridgecrest’s New Loans department manages accounts between 0-weeks oldFor anyaccount that is delinquent, Bridgecrest will contact our customers in an attempt to cure thepast due payment(s)It is critical that our customers make these initial payments on time.On September 29, 2016, our customer contacted Bridgecrest concerned about his new paydate scheduleHe informed us that he will be getting paid bi-weekly beginning on October He inquired about changing his payment freHe inquired about changing his payment frequency to monthlyWe informed him thathe would need to be in the loan for at least six months prior to being eligible for a frequencychange.On October 6, 2016, our customer contacted Bridgecrest to advise us that he would not beable to make another payment until November due to his new pay date scheduleWeadvised him that his next payment is due October 15; we would not be able to set a paymentarrangement days past the original due dateWe informed him that this would put himin default.Our customer disputed that, per the contract, he is given days, after the payment is due,to satisfy any past due balanceBridgecrest advised him that there are no grace periodswith payments; the days simply refers to when we may charge a late fee for paymentsnot made within that time period.On October 12, 2016, Bridgecrest contacted our customer in attempt to address hisconcernsHe confirmed that he is currently being paid on a semi-monthly scheduleWeinformed him that we would not be able to change the frequency to monthlyHowever, weare willing to review for a frequency change to semi-monthly with pay stubs or anemployment pay scheduleBridgecrest advised him that we would need the payment thatis due on October 15, to be paid prior to October Our customer understood our requestand advised that he would attempt to make a payment on or before October 26.At this time, Bridgecrest is anticipating receiving new pay stubs or a pay date schedulefrom our customer, so we may proceed with reviewing for a frequency changeWe willcontinue to work with him until we come to an amicable resolution.We apologize for any inconvenience or confusion this matter may have causedAs agoodwill gesture, Bridgecrest has applied a $credit towards the principal balance.Bridgecrest thanks the Revdex.com for their ongoing supportShould you haveany questions or concerns, please contact us by calling us at [redacted] .Sincerely,Carlos S.Customer Relations
(Please see attached for full response)On June 2, 2017, our customer contacted Bridgecrest to advise she submitted documents to have the MotionGPS cancelled in April and inquired if her refund could be expedited, now that the account was paid in fullWe explained how to process worked for ancillary product refunds and advised we were unable to expedite it as there were various departments involvedOur customer requested to have a manager contact her to further address her concerns.Later this same day, a manager attempted to contact our customer on the number listed in the account but was unable to reach her.On June 7, 2017, Bridgecrest reached out to our customer to discuss her concernsOur customer advised she was concerned with the timeframe previously provided to her regarding the refund check and the experience with the previous customer service representativeWe apologized for her experience and further advised we were able to get her refund expedited and overnight it to her by June 8, Additionally, we offered to send our customer a $American Express gift card as a goodwill gestureOur customer accepted our offer, verified her address, and our correspondence ended on amicable terms.At this time, Bridgecrest has mailed our customer her MotionGPS refund check and the $American Express gift cardIt was successfully delivered on June 8, We will continue to review our internal refund process and will handle all applicable training opportunities internally
[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] ***
(Please see attached for full response)Later this same day, the account was changed to a Back Out statusThe 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 loanPer normal process, it will take the three major credit bureaus to days to update our customer’s credit reportOn February 20, 2017, Bridgecrest reached out to our customer to discuss his concernsWe explained the importance of the first payments and the cost to reinstate the vehicleWe advised we were unable to place the vehicle on hold to allow our customer to reinstateHowever, if the vehicle is still available, our customer may still be able to reinstate, but no guarantee could be madeBridgecrest further explained the contract rescissionOur customer advised his credit currently showed a repossession for the vehicleWe advised we would have that corrected and advised of the to 60-day time frameOur customer understoodHe 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 causedWe 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 proceduresAs a gesture of goodwill, we have sent our customer a $ [redacted] gift card Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations department at ( [redacted] Thank you, Jessica HCustomer Relations
September 1, Revdex.com Ph(602) 264-Fax (602) 263- Re: Complaint # [redacted] 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 [redacted] 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 [redacted] and stated concerns with the vehicle leaking oil [redacted] 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 [redacted] for the repair of alternator, timing cover gasket, valve cover gasket, and alternate bracket cover [redacted] 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 [redacted] referring our customer to an Original Equipment Manufacturer (OEM), as they were unable to complete the repairs neededNo 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, [redacted] advised our customer that DriveTime had made anexception to cover the cost, up to $400.00, of the ignition key replacement [redacted] 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 [redacted] for the replacement of the ignition key [redacted] 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 [redacted] 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 [redacted] for an engine replacement.The overall cost of repairs exceeded $18,Due to the high cost claim, [redacted] arranged for an inspector to verify failures and repairs needed• On February 22, 2016, the inspector contacted [redacted] 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, [redacted] 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 [redacted] for anengine assembly, engine oil, coolant, and transmission fluid [redacted] advised that therepairs were approved, per the terms of the Vehicle Service Contract [redacted] ***• On March 17, 2016, an in-network repair facility filed a claim with [redacted] for thebrake vacuum and booster [redacted] advised them that the repair was a non-coveredcomponent.• On May 20, 2016, our customer contacted [redacted] and stated concerns with thevehicle shutting off, low oil pressure, and engine noise [redacted] 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 [redacted] for the repairof the fuel rail [redacted] 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 [redacted] 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 [redacted] forthe repairs of brake hydraulic booster, lower control arm bushings, stabilizer link,and concerns with an engine noise [redacted] 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 [redacted] for the repair of coil, shock/strut replacement, and PCV valve [redacted] advised the repair facility that the repairs were non-covered components.• On August 23, 2016, our customer contacted [redacted] and inquired why the repairsneeded were not warrantied [redacted] 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 [redacted] ***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 [redacted] 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 [redacted] .Bridgecrest thanks the Revdex.com for their ongoing supportShould youhave any questions or concerns, please contact us at [redacted] .Thank you,Diana C.Customer Relations
There were two claims filed with [redacted] since the date of purchaseThe first claim was initiated on April 11, 2016, for the replacement of the throttle bodyThere 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, for replacement of the transmission [redacted] approved the transmission replacement under the terms of the VSCAs the incorrect transmission was sent by the part supplier, the completion date was delayed to July 6, [redacted] waived the deductible, as a goodwill gesture, due to the delaysThere are no further notations that would indicate that the transmission replacement exceeded past July 6, Per the terms of the VSC, [redacted] offers rental reimbursement, up to $per day, based on the labor hours required to complete the repairs [redacted] does not indicate our customer sought rental reimbursement from themWe encourage our customer to submit her paid rental receipts to [redacted] for review for reimbursementAlternately, 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 customerWe 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 belongingsAdditionally, we have reviewed the phone call referenced in her complaintWe concluded that our representative handled the phone call in a professional mannerHe wanted to ensure that the co-buyer understood that the vehicle could be recovered to the severely delinquent nature of the account
To Whom It May Concern: I asked the sales person at Drivetime if there was an early pay off charge and he said noHe DID NOT explain that there would not be a reduction in the interest for duration of the contractWe have paid as of this date $15,$of that has been applied to interest and only $toward principleIt has been in the garage with issues nine timesThe two days payment were due to being in the garage for repairsIt was either fix the vehicle so I had transportation or make the paymentI told Drivetime when I bought the vehicle that I get paid the third Wednesday of each monthTherefore 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 overdueNever said interest would add up by the dayI 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 laterI have paid quite a few overdraft fees due to this.This vehicle was just in the garage being fixed twice in the last three weeksIt is still showing four codes besides what we just fixedMechanic says we are just getting started with things going to go wrong with total electrical systemI called Drivetime and Bridgecrest and told them what is going on with the vehicleI was treated like a person trying to rip off their companyVery rudeI told them I raise a grandson with medical issues and constant doctor appointments and had to have transportationI told them I could not continue to make $payments and constant repairsThey could care lessI wanted to trade the vehicle offCalled for a pay off and was told it was over $14,STILLThe value of the vehicle is only around $ We want some of the interest adjusted because of all the constant out of pocket issuesThat way we can trade it off on a dependable vehicle
(Please see attached for full response)Our customer entered into a Simple Interest Retail Installment Contract, which means there is no grace periodHowever, a late fee will not be imposed until an account is 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 statusIt then takes approximately hours for a payment to apply to the account, depending on the method of payment utilized by our customerAccording to our customer’s transaction history, the payments made have posted to the account the following business dayHowever, 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, MondayOur 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 recoveryAt this time, Bridgecrest would like to offer our customer the requested due date change as a one-time exceptionHowever, this would be the only available due date change for the remainder of our customer’s loanOur customer will need to contact us at [redacted] to accept our offerShould 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 supportShould you have any questions or concerns, please contact our Customer Relations Department at [redacted] ***.Thank you,Jessica HCustomer Relations