My name is [redacted] I filed a complaint against Bridgecrest and received a response today I tried to refuse their response and put in a rebuttle, but it wasn't acceptedI called in and was recomended to email youThe following is my rebuttle, and I'm attatching proof.I never asked to be placed on a do not call listThe same woman called me twice with conflicting information She gave me the same options I've already exhaustedI signed up for autopay the day of the purchase, like I told herAttached is the proof she asked for.Autopay is the only free option to make a payment, and they refuse to acknowledge that I ever signed upI've tried to sign up twiceAlso, a payment in April was lostI spent three days trying to revover my paymentI'm a hairstylist and make $200+ a dayThat $"goodwill" money is an insult I have been physically sickened by this whole transaction.I want all the money back that I've paid in fees since the day I signed up for autopayI refuse to keep giving people my personal information over the phone if they don't use it propperlyI'm a victim of identity theft and these reps could very well be using my information for other purposes.If they refuse to acknowledge any wrong doing, I will refuse to pay for the vehicleMy credit isn't more important than my health
December 12, Revdex.com [redacted] 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 concernsOn June 1, 2016, our customer entered into a Simple Interest Retail Installment Contract with Bridgecrest when she purchased a Hyundai AccentAttached you will find a copy of the Retail Installment Contract for your reviewThe Retail Installment Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationWhen purchasing a vehicle, Bridgecrest provides our customers with the option to purchase a Creditor Placed Insurance policy (CPI)This policy is available to any customer who has not already obtained any insurance coverage for their vehicleThe CPI policy is a single-interest coverage policy for Bridgecrest and does not directly protect our customer’s interest in the same way that a liability insurance doesAt the time of sale, our customer purchased a CPI policyAttached you will find a copy of the CPI Addendum for your reviewBridgecrest offers a variety of different payment options to our customers including Automated Clearing House (ACH)ACH payments are electronic funds transferred from one bank account to anotherAn ACH debit requires the payee to provide a routing number and bank account number to complete their payment through the recipients online pay serviceAs the transaction is administered by a third party, performed online or by mobile application, Bridgecrest direct services are not used to assist with this processOur customer had recurring ACH payments for both her Bridgecrest loan and her CPI Policy(Full response provided to the Revdex.com)
Revdex.comPh###-###-####Fax ###-###-####Re: Complaint # [redacted] To Who It May Concern:Thank you for bringing this matter to our attentionWe appreciate the opportunity toaddress our customer’s concerns.On February 21, 2014, our customer entered into a Simple Interest Retail InstallmentContract with DriveTime when she purchased a Mercedes-Benz C ClassThevehicle came with a 30-day / 1,500-mile DriveCare Limited Warranty, administeredby [redacted] Our customer opted to purchase an additional 5-year / 50,000-mileVehicle Service Contract, also administered by [redacted] The Contract wassubsequently assigned to [redacted] now known as [redacted] Acceptance CorporationAttached will be the Simple Interest Retail InstallmentContract, the Vehicle Service Contract (VSC), and the DriveCare Limited Warranty foryour reference.On February 25, 2014, our customer contacted [redacted] to express concerns with theengine flipping and transmission slipping [redacted] encouraged her to have adiagnosis completed at an in-network repair facility.On February 26, 2014, an in-network repair facility initiated a claim with [redacted] forthe transmission diagnostic feeThe repair facility was unable to find any failureswith the vehicle [redacted] approved the diagnostic fee under the DriveCare LimitedWarranty.On June 4, 2014, our customer contacted [redacted] to express concerns with a noisewhen turning [redacted] encouraged her to have a diagnosis completed at an in-network repair facility.On September 4, 2014, our customer contacted [redacted] to express concerns with anoise when turning [redacted] encouraged her to have a diagnosis completed at an in-network repair facility.On January 12, 2016, our customer contacted A***x, inquiring about when the VSCexpires [redacted] informed her that her VSC expired at 133,milesBy that time,our customer’s current odometer reading was 177,965; she has driven 94,milessince purchase.On June 30, 2016, our customer contacted [redacted] in regards to possibleassistance with vehicle repairsShe asked if [redacted] could credit to her accountthe cost of the VSC as she had no use for itThey informed her that that would not bean option; her Vehicle Service Contract had expired by mileage [redacted] offeredto review options of possible assistance, with payments, once she sent in receipts forthe out of pocket repairs.On August 4, 2016, our customer contacted DriveTime in reference to the repairsneeded on her vehicleShe asked if we could extend her VSC mileageWe advised herthat we are unable to extend any coverage since she has driven out of the VSCWeoffered to review options of possible assistance once she sent in paid receipts for therepairs.On August 9, 2016, our customer informed DriveTime that the vehicle had beendiagnosed, for transmission issues, at an in-network repair facility and had not paidfor the repairsWe informed her that we would reach out to the repair facility toobtain the estimateWe offered to review options of possible assistance once wereceive the estimate.At this time, DriveTime has not received the estimate from the in-network repairfacilityWe will continue to work with our customer until we reach an amicableresolution.We apologize for any inconvenience or confusion this matter may have causedAs agoodwill gesture, [redacted] has applied a $credit to the account balance[redacted] thanks the Revdex.com for their ongoing support and allowing [redacted] the opportunity to address our customer’s concernsShould you have anyquestions or concerns, please contact us by calling us at ###-###-####.Sincerely,Carlos S.Customer Relations
Prior to sale, each of our potential customers must qualify for financing with DriveTime by providing documentation to validate their proof of income, residence, and identityThe buyer and cosigner do not need to have the same place of residence to purchase a vehicle with DriveTimeDepending on the financing stipulations, our potential customers may need additional income to be eligible for a vehicle or to meet specific down payment requirementsThe account holder was unable to validate his income level however; the cosigner was able to produce proof of income to obtain the requirements for purchasing a vehicle with DriveTimeIn situations when we have a buyer and cosigner, typically the borrower who will be primarily operating the vehicle is listed as the buyerAdditionally, whoever is listed as the buyer must provide proof of insurance at the time of saleWe have reviewed the documentation our customers submitted at the time of sale and can conclude our customer, the cosigner, did not have an active insurance policySince the vehicle was protected under the buyer’s insurance, that is what solidified the decision of having him listed as the “buyer” vs“co-signer”At the time of sale, DriveTime provides a Notice to Cosigner document, in which our customer had to electronically signBy signing, our customer acknowledges she has read the disclosures listed and understands her responsibilities with the Contract:“You [our customer] are being asked to guarantee this debtThink carefully before you doIf the buyer doesn’t pay the debt, you will have toBe sure you can afford to pay the debt if you have to and that you want to accept this responsibility.” ...(continued on attached)
(Please see attached PDF for full response)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 lawsAlthough not liable for the accident or resulting damages, we have made the following offer to our customer:· Delete trade line from all three major credit bureaus.· Waive the deficiency balance, $3,232.70.· Customer agrees to remit payment to DriveTime via certified funds in the amount of $3,232.69.The Full Settlement and Release of Claims has been sent via email to our customerShould he change his mind and wish to accept the offer, we invite him to reach out to our Customer Relations department at (800) 965-8043, so that we may continue to work towards an amicable resolutionOnce a resolution has been completed, should our customer desire to do further business with us, we invite him to do so at his convenienceWe sincerely apologize for any frustration or inconvenience this matter may have causedWe encourage our customer to also work with the at-fault insurance company regarding any fees caused by the accidentBridgecrest 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 H.Customer Relations
(Please see attached for full response)The actions described in our customer’s correspondence are clearly not in keeping with our set standards of service and supportWe strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectWe sincerely apologize for any negative customer service our customer receivedWe will be reviewing all call recordings for any available internal training opportunitiesOn February 24, 2017, our customer contacted Bridgecrest to discuss her concernsDriveTime explained the above-mentioned informationWe further advised a goodwill letter can be sent, however, we are unable to remove the late mark at this timeOur customer understood and the call was endedWe apologize for any confusion or inconvenience this matter may have causedCurrently, our customer’s account is days past due for $We encourage our customer to remain in contact with Bridgecrest regarding payments and payment arrangementsAs a gesture of goodwill, we have applied a $credit to our customer’s principal balanceBridgecrest 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
attention [redacted] , I have been sick in bed and unable to contact you personally I have my sister responding to your response letterI do not have any control over the state disability decisions regarding payment dates and I'm sure you know this alreadyIrregardless 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 mineYou also did not mention anything (to your obvious convininience) as to why Bridegecrest takes an additional 3-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 outIf 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]
On November 14, 2017, the account holder contacted Bridgecrest to obtain an update on the transport of the vehicleWe explained we were unable to find a third party that is able to return the vehicle directly to herHowever, we are able to have the vehicle transported to her local DriveTime dealershipAdditionally, we offered to pay the daily rate for a rental vehicle, for one day, to assist them in obtaining the vehicle The account holder accepted this resolution and the call endedBridgecrest has been able to contact our customer to remind him that after the third redemption payments are due the 10th of each monthShould he desire to continue utilizing bill pay though his bank, we encourage our customer to communicate with them to ensure funds are provided to us in a timely mannerAlternatively, our customer can make his payments through an alternate method such as by phone or at Wal-Mart
September 7, 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 concernsOn July 11, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Ford FusionAttached you will find a copy of the Contract for your reviewThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationDuring the contracting process on July 11, 2016, DriveTime required a proof of income from our customer to ensure income was sufficient to maintain loan paymentsOur customer provided us with a paycheck stub from her employer and an Employment Verification Form that her employer filled outThe Employment Verification Form was signed by her employer and had shown that her employment was still activeUnder the terms of the Retail Installment Contract, we notify the customer that we may perform after sale verification of the information provided to us by the customerOn August 16, 2016, DriveTime contacted our customer’s employer as part of the verification processDriveTime found that our customer had not worked with the employer since July 6, 2016, this was prior to the sale of the vehicleOur customer’s employer also informed us that the individual who signed the Employment Verification Form never worked for the companyDriveTime made contact with our customer this same day to inform her that the information she provided to us at the time of sale did not pass verificationDriveTime requested our customer to return the vehicle since the employment verification failedIn effect, she had misrepresented her employment status to us and forged documents.On August 18, 2016, our customer spoke with DriveTime to see if she was able to providenew Proof of Income to keep the vehicleDriveTime informed our customer that she can Formerly DT Credit Company, LLC provide us with Proof of Income from her new employer for verification, this would consistof the same needed information that we require at the time of sale.On August 25, 2016, DriveTime received our customer’s updated Proof of IncomeThe Proof of Income provided by our customer did not meet DriveTime’s requirements as it was handwritten and did not utilize our standard Employment Verification Form.Additionally, no paycheck stubs were provided.On August 29, 2016, we recovered our vehicleAt the time of the recovery, our customersaccount was current, however she did have a total of Non-sufficient Funds (NSF)transactions on her account from the following dates: August 5, August 20, and August 24,Since our customer had not provided an updated Employment Verification Form andthere were multiple NSF’s on the account, Bridgecrest recovered the vehicleOn the sameday, we informed our customer that we would not allow a redemption of the vehicle, dueto the employment verification failure/misrepresentations and multiple returned NSFpayments.On September 2, 2016, we spoke with our customer to discuss her concernsWe explained to our customer the reasons for recovering the vehicleOur customer informed us that she no longer wanted the vehicle and was only interested in a refund of her $1,down paymentWe explained that after the day Vehicle Return Period, depending upon the total fees and costs, we retain $of the down payment after sale to cover our expenses, including the costs to recondition and prepare the vehicle for sale, and the fees and costs related to the recovery of the vehicle.We apologize for any confusion or inconvenience this matter may have causedAfteradditional consideration, we will refund the amount of her down payment over $or$If she is willing to accept this offer, we will require a signed settlement agreement.We had previously informed our customer that there will be no adverse credit reportingfrom her loan and the trade line will be removed from all major credit bureausAs agesture of goodwill, Bridgecrest has mailed our customer a $American Express giftcard.Bridgecrest thanks the Revdex.com for their ongoing supportShould you haveany questions or concerns, please contact us by calling us at [redacted] .Sincerely,Jeremy R.Customer Relations
Please see the attached PDF for the full response.On August 5, 2016, Bridgecrest received a payoff check in the amount of $18,to satisfy our customer’s loanOn August 10, 2016, a refund check of $was sent to our customer’s address on file for over payment of the payoff amount.If our customers wish to cancel their Vehicle Service Contract or GAP Addendum they can do so at any time by contacting Bridgecrest or the service provider [redacted] Our customers are required to sign and submit cancellation documents for each service they wish to cancelIf the documents are received by Bridgecrest, we will subsequently forward them to [redacted] Once received by [redacted] , on the 15th - 18th of each month the cancellation is processed and a refund is generated, if applicable, at a pro-rated amountShould [redacted] receive the documents post the 18th, then the cancellation and refund will not be processed until the following month.Additionally, on page two of the Vehicle Service Contract under section “Definitions” it is stated:“Refund Period” means forty-five (45) days from the date of Administrator’s receipt of Your cancellation notice.”On August 8, 2016, [redacted] received the cancellation documents for the Vehicle Service Contract and GAP addendumOn August 17, a refund check in the amount of $2,reflecting the combined total of the GAP Addendum and Vehicle Service Contract was sent to our customer’s address on file.On August 18, 2016, we spoke with our customer to address her concernsWe advised that the check for the GAP Addendum and Vehicle Service Contract had been mailed to the address on file and could take approximately business days to arrive.We apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, Bridgecrest has sent a $American Express gift card to the address on file
(Please see attached for full response)For financed vehicles, Bridgecrest reports all information to the three major credit bureausInformation reported may be positive or negative, depending on our customers’ payment historyNegative information may include late payments, missed payments, or any form of defaultAt 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 accuratelyDuring the month of August, our customer attempted two payments, one for $and one for $Each payment was reversed from the account due to insufficient fundsTherefore, on August 31, 2017, our customer’s account was 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 paymentsOur customer did not make Bridgecrest aware of his family situation until the beginning of SeptemberWe offer our condolences for his loss.At this time, Bridgecrest is unable to accommodate his request to remove the late markWe encourage our customer to remain in contact with Bridgecrest regarding any concerns he may have with his payments
(Please see attached for full response)Anytime our customers’ expressed concerns regarding their credit reporting, we would review and submit any updates if required.June 22, 2017, Bridgecrest re-iterated the initial trade line review from May 15thBridgecrest further advised we would have our Credit Bureau department review the account to ensure we are reporting accuratelyOur customer requested documentation regarding his trade lineBridgecrest advised we would send him a credit rating letterThe credit rating letter, attached for your reference, was sent to him via email the following day.On June 30, 2017, Bridgecrest requested our Credit Bureau department review the trade line to ensure we are reporting accuratelyThe Credit Bureau department verified the trade line was reporting accurately to all three major credit reporting agencies with no recovery reportedThey verified the most recent update was submitted on June 22, This was relayed to our customer later this same day.We apologize for any inconvenience this matter may have causedWe invite our customer to submit a current credit report for review if the recovery is still appearingWe will continue to update the account on a monthly basis to ensure the recovery remains removed from their trade line reporting
Bridgecrest did finally give our vehicle backHowever with out the help of the Revdex.com our vehicle would have been sold at auctionTheir response of how our payment is made is ridiculous, this had nothing to do with how our payment is madeThis has everything to do with the fact that they are corruptI would appreciate if the Revdex.com would follow up on this business
Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns After the time of sale, all DriveTime contracts have been subsequently assigned to DT Acceptance Corporation for loan servicingThis company is now known as Bridgecrest Acceptance Corporation (Bridgecrest) Based on the information provided in our customer’s correspondence, we were unable to locate her account and investigate her concernsWe encourage our customer to contact Customer Relations at [redacted] so we can further address the matter Bridgecrest strives to make each customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respectBridgecrest’s loan-servicing department is designed to work with our customers, as well as make efforts to cure account delinquency When a customer trades a vehicle in to a third-party dealership, there may be a period in which the vehicle has been traded in, but our customer’s Bridgecrest loan has not yet been paid offIn these situations, our customer is responsible for their Bridgecrest loan until the payoff check has been applied to their accountOnce Bridgecrest has received the payoff check from the third-party dealership, it will be backdated to the date of trade-in, and any necessary refunds will be issued to our customerHowever, if the account falls past due before the payoff check comes through, our customer may receive calls from loan advisors about their delinquency balance We have attempted to contact our customer to obtain more information about her situation, but we have been unable to reach herWe will continue our efforts to communicate with our customer and bring resolution to her concerns We apologize for any inconvenience or confusion this matter may have causedAs a goodwill gesture, we have mailed a $ [redacted] s gift card to the address provided We thank the Revdex.com for their continued support and for allowing us to address our customer’s concernsIf you have any questions, please contact us at [redacted]
[redacted] [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)On December 19, 2016, we successfully made contact with our customer to discuss her concernsWe advised that we would credit the account $for the non-sufficient funds fee and requested a running bank statement to review to reimburse the $overdraft feeOur customer accepted our offer and the call was ended on amicable terms.We apologize for any confusion or inconvenience this matter may have causedAt this time, we have applied the $credit to our customer’s account and have reimbursed our customer the $overdraft feeAdditionally, as a gesture of goodwill, we have applied a $credit to our customer’s principal balance.Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at [redacted] ***.Thank you,Jessica HCustomer Relations
To Whom It May Concern,On April 21, 2015, our customer entered into a Lease Contract with DriveTime when she leased a Toyota SiennaWhile DriveTime originated the Lease and is the Lessor,Bridgecrest Credit Company is the servicer of the Lease.When a consumer purchases or leases a vehicle, that vehicle is subject to sales taxSales tax is governed by state laws, which vary by jurisdictionThe sales tax is typically determined by the county where the purchaser/leaser residesUnder the terms of our customer’s lease contract, customers are subject to and responsible for any assessments or fees that DriveTime/Bridgecrest pays on their behalf, at the time of contracting, or any other time thereafterThis includes, but is not limited to, taxes.In this case, our customer leased the vehicle in Missouri which yields a sales tax of 4.225%However, when calculating sales tax as stated above, it is based on the state and county our customer’s reside inOur customer currently resides in the state of Kansas.Initially, when she leased the vehicle the tax rate was 6.15% in Kansas and her bi-weekly payments were $In July of 2015, the state of Kansas taxes raised to 6.5%subsequently causing our customer’s payments to increase by $Due to the raises oftaxes, her payments were adjusted to reflect the current tax addition in the amount of$on July 11, Bridgecrest, like all other commercial industries within the United States are subject to state and county taxIn addition, like other commercial entities, DriveTime is not notified when state and county tax changes occurHowever, we must adhere to the regulations of each state to which we operate, therefore, we have taken the appropriate measures to ensure that all accounts are subject to required adjustmentsWe also encourage our customers to contact Bridgecrest lease customer service when these changes occur.On August 24, 2015, our customer contacted Bridgecrest regarding her paymentsThe lease representative assisting our customer advised that she was past due $Our customer stated she was notified that her payments were $and inquired about thedelinquencyAt this time, our records indicate that our customer was not advised of the state tax adjustmentOur customer was advised that her payments increased and payment arrangements were made for $Bridgecrest offers a variety of different payment options to our customers includingAutomated Clearing House (ACH)ACH payments are electronic fund transferred from one bank account to anotherAn ACH debit requires the payee to provide a routing number and bank account number to complete their payment through the recipientsonline pay serviceThis method of payment can be structured for automatic withdrawal.Should a payment amount change for any reason, it is the customer’s responsibility to make the necessary adjustments with their financial institution or Bridgecrest’s lease customer service department.On March 21, 2016, our records indicate that our customer’s ACH payments had not been adjusted to cover the full $Our customer expressed concerns regarding a past due balanceThe assisting Bridgecrest representative advised our customer that she believed the past due amount was due to a change in Kansas state taxHowever, the representative was unable to confirm that this was in fact accurate and advised that a lease manager would follwith our customer.The next day, a lease manager contacted our customer regarding the status of her lease accountWe advised that although our customer opted to enroll in ACH, the taxation within her state adjusted to a higher percentage subsequently causing her payments to increaseDue to the increase, our customer had accrued a delinquent balance of $14.23.Our customer became escalated due to Bridgecrest’s inability to inform her of the tax adjustment and ended the call.On June 14, 2016, our customer contacted Bridgecrest regarding a past due balanceOurrecords indicate that our customer had accumulated a delinquency of $The assisting Bridgecrest representative advised that our customer’s ACH periodic bi-weeklypayments were in the amount of $Because of the taxation change in the state ofKansas, each periodic payment since July of 2015, was $Therefore, every ACHpayment made since that date accrued a delinquency of $To resolve our customer’sconcerns, due to the confusion the tax adjustment caused, the lease representative initiated a credit of $as a good will gestureIn addition, our customer authorizedthe lease representative to discontinue her current ACH payments; then reinstate herACH with accurate payment amount of $231.25.On January 10, 2017, we spoke to our customer to address the concerns in her complaint.Our records indicate that our customer was $delinquentWe advised that the underlying issue causing our customers confusion originates from an increase in the taxes by her state/countyIn addition, we advised that Bridgecrest is not intentionally causing her payments to increase and that we are governed by the regulations of her stateBridgecrest understand and recognizes this process has caused our customer legitimate confusionGiven that, Bridgecrest has applied a goodwill credit of $Our customer was satisfied with our resolution and we ended correspondence on amicable terms.After further in depth review we found that our customers lease of the vehicle and the administration of her lease account were handled in accordance with our standards procedures and all applicable lawsBridgecrest is also currently aware that an additional tax adjustment has occurred in our customer’s state/countyAs such, our customer’s periodic bi-weekly payments are now $We strongly encourage our customer to contact Bridgecrest’s lease customer service department at (800) 813-for assistancewith adjusting her ACH payments.We apologize for any confusion or inconvenience this matter may have causedAs an additional goodwill gesture, Bridgecrest has applied a $credit toward our customer’s lease account.Bridgecrest thanks the Revdex.com for their ongoing supportShould youhave any questions or concerns, please contact us by calling us at [redacted] Sincerely, Brodie HCustomer Relations Department
True they did contact me and said it would take days to return the funds and even then we’re requesting a bank statement even though I mentioned that it had to cycle through the bank to get it to me and Bridgecrest admitted they could see it it the computer system and continued to refuse me my refund therefore putting in a negative status with my bank
Please see the attached PDF for the full responseOn July 6, 2016, at days past due, our customer contacted Bridgecrest in regard to the status of his accountHe stated that his financial hardship had ended and would now be able to make his scheduled payments; however, he wished for Bridgecrest to assist him in bringing his account back to current statusTo assist our customer, Bridgecrest offered a loan modification for payment defermentsAdditionally, our customer was advised that his next scheduled periodic bi-weekly payment would be on July 16, Our customer stated he would be able to settle his payment on the aforementioned dateAt this time, our customer was approved for the loan modification, the documentation to finalize the contractual adjustment was processed and sent to our customer by way of email Upon completion of the loan modification documents, Bridgecrest verifies the information provided, to ensure that our customer’s signature matches their contract at the time of saleShould the signatures not match, Bridgecrest will contact our customer to re-sign and re-submit the documentsOur customer’s signature did not match his contract at the time of sale, therefore, he was advised that he would n**d to sign and resend the documentation On July 18, 2016, our customer contacted Bridgecrest regarding the status of his accountWe advised that we had received his modification documents; however, an additional scheduled payment on July 16, 2016, had come dueAs a loan modification cannot be completed while a balance is owed, we were unable to process the defermentsLikewise, we encouraged our customer to settle his payment; this would allow for Bridgecrest to finalize his loan modification
(Please see attached for full response)On October 17, 2017, the insurance company contacted Bridgecrest to advise the documentation had been resent and request the letter of guaranteeWe advised we had received it; however, were unable to open the file, as it came through as encryptedBridgecrest provided an alternate contact email and then received the settlement breakdown and market evaluation from the insurance companyThis same day, Bridgecrest sent the insurance company the letter of guaranteeLater this same day, our customer spoke with Bridgecrest management in regards to the situationBridgecrest relayed the above timeline pertaining to the delayBridgecrest explained our customer remained responsible for the payments until the insurance check was received and the loan was paid offOn October 19, 2017, our customer and her attorney contacted Bridgecrest to discuss the accountThe attorney advised he had requested the insurance company not send the check to BridgecrestWe explained that as long as our customer’s account remains active, our customer remains responsible for the loanAt this time, our customer’s account remains in an active status and she remains responsible for the loan, including her regularly scheduled payments, until the insurance check is received and the loan is paid offWe encourage our customer to remain in contact with her insurance company to ensure the claims process is completed in a timely manner
My name is [redacted] I filed a complaint against Bridgecrest and received a response today I tried to refuse their response and put in a rebuttle, but it wasn't acceptedI called in and was recomended to email youThe following is my rebuttle, and I'm attatching proof.I never asked to be placed on a do not call listThe same woman called me twice with conflicting information She gave me the same options I've already exhaustedI signed up for autopay the day of the purchase, like I told herAttached is the proof she asked for.Autopay is the only free option to make a payment, and they refuse to acknowledge that I ever signed upI've tried to sign up twiceAlso, a payment in April was lostI spent three days trying to revover my paymentI'm a hairstylist and make $200+ a dayThat $"goodwill" money is an insult I have been physically sickened by this whole transaction.I want all the money back that I've paid in fees since the day I signed up for autopayI refuse to keep giving people my personal information over the phone if they don't use it propperlyI'm a victim of identity theft and these reps could very well be using my information for other purposes.If they refuse to acknowledge any wrong doing, I will refuse to pay for the vehicleMy credit isn't more important than my health
December 12, Revdex.com [redacted] 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 concernsOn June 1, 2016, our customer entered into a Simple Interest Retail Installment Contract with Bridgecrest when she purchased a Hyundai AccentAttached you will find a copy of the Retail Installment Contract for your reviewThe Retail Installment Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationWhen purchasing a vehicle, Bridgecrest provides our customers with the option to purchase a Creditor Placed Insurance policy (CPI)This policy is available to any customer who has not already obtained any insurance coverage for their vehicleThe CPI policy is a single-interest coverage policy for Bridgecrest and does not directly protect our customer’s interest in the same way that a liability insurance doesAt the time of sale, our customer purchased a CPI policyAttached you will find a copy of the CPI Addendum for your reviewBridgecrest offers a variety of different payment options to our customers including Automated Clearing House (ACH)ACH payments are electronic funds transferred from one bank account to anotherAn ACH debit requires the payee to provide a routing number and bank account number to complete their payment through the recipients online pay serviceAs the transaction is administered by a third party, performed online or by mobile application, Bridgecrest direct services are not used to assist with this processOur customer had recurring ACH payments for both her Bridgecrest loan and her CPI Policy(Full response provided to the Revdex.com)
Revdex.comPh###-###-####Fax ###-###-####Re: Complaint # [redacted] To Who It May Concern:Thank you for bringing this matter to our attentionWe appreciate the opportunity toaddress our customer’s concerns.On February 21, 2014, our customer entered into a Simple Interest Retail InstallmentContract with DriveTime when she purchased a Mercedes-Benz C ClassThevehicle came with a 30-day / 1,500-mile DriveCare Limited Warranty, administeredby [redacted] Our customer opted to purchase an additional 5-year / 50,000-mileVehicle Service Contract, also administered by [redacted] The Contract wassubsequently assigned to [redacted] now known as [redacted] Acceptance CorporationAttached will be the Simple Interest Retail InstallmentContract, the Vehicle Service Contract (VSC), and the DriveCare Limited Warranty foryour reference.On February 25, 2014, our customer contacted [redacted] to express concerns with theengine flipping and transmission slipping [redacted] encouraged her to have adiagnosis completed at an in-network repair facility.On February 26, 2014, an in-network repair facility initiated a claim with [redacted] forthe transmission diagnostic feeThe repair facility was unable to find any failureswith the vehicle [redacted] approved the diagnostic fee under the DriveCare LimitedWarranty.On June 4, 2014, our customer contacted [redacted] to express concerns with a noisewhen turning [redacted] encouraged her to have a diagnosis completed at an in-network repair facility.On September 4, 2014, our customer contacted [redacted] to express concerns with anoise when turning [redacted] encouraged her to have a diagnosis completed at an in-network repair facility.On January 12, 2016, our customer contacted A***x, inquiring about when the VSCexpires [redacted] informed her that her VSC expired at 133,milesBy that time,our customer’s current odometer reading was 177,965; she has driven 94,milessince purchase.On June 30, 2016, our customer contacted [redacted] in regards to possibleassistance with vehicle repairsShe asked if [redacted] could credit to her accountthe cost of the VSC as she had no use for itThey informed her that that would not bean option; her Vehicle Service Contract had expired by mileage [redacted] offeredto review options of possible assistance, with payments, once she sent in receipts forthe out of pocket repairs.On August 4, 2016, our customer contacted DriveTime in reference to the repairsneeded on her vehicleShe asked if we could extend her VSC mileageWe advised herthat we are unable to extend any coverage since she has driven out of the VSCWeoffered to review options of possible assistance once she sent in paid receipts for therepairs.On August 9, 2016, our customer informed DriveTime that the vehicle had beendiagnosed, for transmission issues, at an in-network repair facility and had not paidfor the repairsWe informed her that we would reach out to the repair facility toobtain the estimateWe offered to review options of possible assistance once wereceive the estimate.At this time, DriveTime has not received the estimate from the in-network repairfacilityWe will continue to work with our customer until we reach an amicableresolution.We apologize for any inconvenience or confusion this matter may have causedAs agoodwill gesture, [redacted] has applied a $credit to the account balance[redacted] thanks the Revdex.com for their ongoing support and allowing [redacted] the opportunity to address our customer’s concernsShould you have anyquestions or concerns, please contact us by calling us at ###-###-####.Sincerely,Carlos S.Customer Relations
Prior to sale, each of our potential customers must qualify for financing with DriveTime by providing documentation to validate their proof of income, residence, and identityThe buyer and cosigner do not need to have the same place of residence to purchase a vehicle with DriveTimeDepending on the financing stipulations, our potential customers may need additional income to be eligible for a vehicle or to meet specific down payment requirementsThe account holder was unable to validate his income level however; the cosigner was able to produce proof of income to obtain the requirements for purchasing a vehicle with DriveTimeIn situations when we have a buyer and cosigner, typically the borrower who will be primarily operating the vehicle is listed as the buyerAdditionally, whoever is listed as the buyer must provide proof of insurance at the time of saleWe have reviewed the documentation our customers submitted at the time of sale and can conclude our customer, the cosigner, did not have an active insurance policySince the vehicle was protected under the buyer’s insurance, that is what solidified the decision of having him listed as the “buyer” vs“co-signer”At the time of sale, DriveTime provides a Notice to Cosigner document, in which our customer had to electronically signBy signing, our customer acknowledges she has read the disclosures listed and understands her responsibilities with the Contract:“You [our customer] are being asked to guarantee this debtThink carefully before you doIf the buyer doesn’t pay the debt, you will have toBe sure you can afford to pay the debt if you have to and that you want to accept this responsibility.” ...(continued on attached)
(Please see attached PDF for full response)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 lawsAlthough not liable for the accident or resulting damages, we have made the following offer to our customer:· Delete trade line from all three major credit bureaus.· Waive the deficiency balance, $3,232.70.· Customer agrees to remit payment to DriveTime via certified funds in the amount of $3,232.69.The Full Settlement and Release of Claims has been sent via email to our customerShould he change his mind and wish to accept the offer, we invite him to reach out to our Customer Relations department at (800) 965-8043, so that we may continue to work towards an amicable resolutionOnce a resolution has been completed, should our customer desire to do further business with us, we invite him to do so at his convenienceWe sincerely apologize for any frustration or inconvenience this matter may have causedWe encourage our customer to also work with the at-fault insurance company regarding any fees caused by the accidentBridgecrest 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 H.Customer Relations
(Please see attached for full response)The actions described in our customer’s correspondence are clearly not in keeping with our set standards of service and supportWe strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectWe sincerely apologize for any negative customer service our customer receivedWe will be reviewing all call recordings for any available internal training opportunitiesOn February 24, 2017, our customer contacted Bridgecrest to discuss her concernsDriveTime explained the above-mentioned informationWe further advised a goodwill letter can be sent, however, we are unable to remove the late mark at this timeOur customer understood and the call was endedWe apologize for any confusion or inconvenience this matter may have causedCurrently, our customer’s account is days past due for $We encourage our customer to remain in contact with Bridgecrest regarding payments and payment arrangementsAs a gesture of goodwill, we have applied a $credit to our customer’s principal balanceBridgecrest 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
attention [redacted] , I have been sick in bed and unable to contact you personally I have my sister responding to your response letterI do not have any control over the state disability decisions regarding payment dates and I'm sure you know this alreadyIrregardless 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 mineYou also did not mention anything (to your obvious convininience) as to why Bridegecrest takes an additional 3-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 outIf 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]
On November 14, 2017, the account holder contacted Bridgecrest to obtain an update on the transport of the vehicleWe explained we were unable to find a third party that is able to return the vehicle directly to herHowever, we are able to have the vehicle transported to her local DriveTime dealershipAdditionally, we offered to pay the daily rate for a rental vehicle, for one day, to assist them in obtaining the vehicle The account holder accepted this resolution and the call endedBridgecrest has been able to contact our customer to remind him that after the third redemption payments are due the 10th of each monthShould he desire to continue utilizing bill pay though his bank, we encourage our customer to communicate with them to ensure funds are provided to us in a timely mannerAlternatively, our customer can make his payments through an alternate method such as by phone or at Wal-Mart
September 7, 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 concernsOn July 11, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Ford FusionAttached you will find a copy of the Contract for your reviewThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationDuring the contracting process on July 11, 2016, DriveTime required a proof of income from our customer to ensure income was sufficient to maintain loan paymentsOur customer provided us with a paycheck stub from her employer and an Employment Verification Form that her employer filled outThe Employment Verification Form was signed by her employer and had shown that her employment was still activeUnder the terms of the Retail Installment Contract, we notify the customer that we may perform after sale verification of the information provided to us by the customerOn August 16, 2016, DriveTime contacted our customer’s employer as part of the verification processDriveTime found that our customer had not worked with the employer since July 6, 2016, this was prior to the sale of the vehicleOur customer’s employer also informed us that the individual who signed the Employment Verification Form never worked for the companyDriveTime made contact with our customer this same day to inform her that the information she provided to us at the time of sale did not pass verificationDriveTime requested our customer to return the vehicle since the employment verification failedIn effect, she had misrepresented her employment status to us and forged documents.On August 18, 2016, our customer spoke with DriveTime to see if she was able to providenew Proof of Income to keep the vehicleDriveTime informed our customer that she can Formerly DT Credit Company, LLC provide us with Proof of Income from her new employer for verification, this would consistof the same needed information that we require at the time of sale.On August 25, 2016, DriveTime received our customer’s updated Proof of IncomeThe Proof of Income provided by our customer did not meet DriveTime’s requirements as it was handwritten and did not utilize our standard Employment Verification Form.Additionally, no paycheck stubs were provided.On August 29, 2016, we recovered our vehicleAt the time of the recovery, our customersaccount was current, however she did have a total of Non-sufficient Funds (NSF)transactions on her account from the following dates: August 5, August 20, and August 24,Since our customer had not provided an updated Employment Verification Form andthere were multiple NSF’s on the account, Bridgecrest recovered the vehicleOn the sameday, we informed our customer that we would not allow a redemption of the vehicle, dueto the employment verification failure/misrepresentations and multiple returned NSFpayments.On September 2, 2016, we spoke with our customer to discuss her concernsWe explained to our customer the reasons for recovering the vehicleOur customer informed us that she no longer wanted the vehicle and was only interested in a refund of her $1,down paymentWe explained that after the day Vehicle Return Period, depending upon the total fees and costs, we retain $of the down payment after sale to cover our expenses, including the costs to recondition and prepare the vehicle for sale, and the fees and costs related to the recovery of the vehicle.We apologize for any confusion or inconvenience this matter may have causedAfteradditional consideration, we will refund the amount of her down payment over $or$If she is willing to accept this offer, we will require a signed settlement agreement.We had previously informed our customer that there will be no adverse credit reportingfrom her loan and the trade line will be removed from all major credit bureausAs agesture of goodwill, Bridgecrest has mailed our customer a $American Express giftcard.Bridgecrest thanks the Revdex.com for their ongoing supportShould you haveany questions or concerns, please contact us by calling us at [redacted] .Sincerely,Jeremy R.Customer Relations
Please see the attached PDF for the full response.On August 5, 2016, Bridgecrest received a payoff check in the amount of $18,to satisfy our customer’s loanOn August 10, 2016, a refund check of $was sent to our customer’s address on file for over payment of the payoff amount.If our customers wish to cancel their Vehicle Service Contract or GAP Addendum they can do so at any time by contacting Bridgecrest or the service provider [redacted] Our customers are required to sign and submit cancellation documents for each service they wish to cancelIf the documents are received by Bridgecrest, we will subsequently forward them to [redacted] Once received by [redacted] , on the 15th - 18th of each month the cancellation is processed and a refund is generated, if applicable, at a pro-rated amountShould [redacted] receive the documents post the 18th, then the cancellation and refund will not be processed until the following month.Additionally, on page two of the Vehicle Service Contract under section “Definitions” it is stated:“Refund Period” means forty-five (45) days from the date of Administrator’s receipt of Your cancellation notice.”On August 8, 2016, [redacted] received the cancellation documents for the Vehicle Service Contract and GAP addendumOn August 17, a refund check in the amount of $2,reflecting the combined total of the GAP Addendum and Vehicle Service Contract was sent to our customer’s address on file.On August 18, 2016, we spoke with our customer to address her concernsWe advised that the check for the GAP Addendum and Vehicle Service Contract had been mailed to the address on file and could take approximately business days to arrive.We apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, Bridgecrest has sent a $American Express gift card to the address on file
(Please see attached for full response)For financed vehicles, Bridgecrest reports all information to the three major credit bureausInformation reported may be positive or negative, depending on our customers’ payment historyNegative information may include late payments, missed payments, or any form of defaultAt 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 accuratelyDuring the month of August, our customer attempted two payments, one for $and one for $Each payment was reversed from the account due to insufficient fundsTherefore, on August 31, 2017, our customer’s account was 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 paymentsOur customer did not make Bridgecrest aware of his family situation until the beginning of SeptemberWe offer our condolences for his loss.At this time, Bridgecrest is unable to accommodate his request to remove the late markWe encourage our customer to remain in contact with Bridgecrest regarding any concerns he may have with his payments
(Please see attached for full response)Anytime our customers’ expressed concerns regarding their credit reporting, we would review and submit any updates if required.June 22, 2017, Bridgecrest re-iterated the initial trade line review from May 15thBridgecrest further advised we would have our Credit Bureau department review the account to ensure we are reporting accuratelyOur customer requested documentation regarding his trade lineBridgecrest advised we would send him a credit rating letterThe credit rating letter, attached for your reference, was sent to him via email the following day.On June 30, 2017, Bridgecrest requested our Credit Bureau department review the trade line to ensure we are reporting accuratelyThe Credit Bureau department verified the trade line was reporting accurately to all three major credit reporting agencies with no recovery reportedThey verified the most recent update was submitted on June 22, This was relayed to our customer later this same day.We apologize for any inconvenience this matter may have causedWe invite our customer to submit a current credit report for review if the recovery is still appearingWe will continue to update the account on a monthly basis to ensure the recovery remains removed from their trade line reporting
Bridgecrest did finally give our vehicle backHowever with out the help of the Revdex.com our vehicle would have been sold at auctionTheir response of how our payment is made is ridiculous, this had nothing to do with how our payment is madeThis has everything to do with the fact that they are corruptI would appreciate if the Revdex.com would follow up on this business
Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns After the time of sale, all DriveTime contracts have been subsequently assigned to DT Acceptance Corporation for loan servicingThis company is now known as Bridgecrest Acceptance Corporation (Bridgecrest) Based on the information provided in our customer’s correspondence, we were unable to locate her account and investigate her concernsWe encourage our customer to contact Customer Relations at [redacted] so we can further address the matter Bridgecrest strives to make each customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respectBridgecrest’s loan-servicing department is designed to work with our customers, as well as make efforts to cure account delinquency When a customer trades a vehicle in to a third-party dealership, there may be a period in which the vehicle has been traded in, but our customer’s Bridgecrest loan has not yet been paid offIn these situations, our customer is responsible for their Bridgecrest loan until the payoff check has been applied to their accountOnce Bridgecrest has received the payoff check from the third-party dealership, it will be backdated to the date of trade-in, and any necessary refunds will be issued to our customerHowever, if the account falls past due before the payoff check comes through, our customer may receive calls from loan advisors about their delinquency balance We have attempted to contact our customer to obtain more information about her situation, but we have been unable to reach herWe will continue our efforts to communicate with our customer and bring resolution to her concerns We apologize for any inconvenience or confusion this matter may have causedAs a goodwill gesture, we have mailed a $ [redacted] s gift card to the address provided We thank the Revdex.com for their continued support and for allowing us to address our customer’s concernsIf you have any questions, please contact us at [redacted]
[redacted] [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)On December 19, 2016, we successfully made contact with our customer to discuss her concernsWe advised that we would credit the account $for the non-sufficient funds fee and requested a running bank statement to review to reimburse the $overdraft feeOur customer accepted our offer and the call was ended on amicable terms.We apologize for any confusion or inconvenience this matter may have causedAt this time, we have applied the $credit to our customer’s account and have reimbursed our customer the $overdraft feeAdditionally, as a gesture of goodwill, we have applied a $credit to our customer’s principal balance.Bridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at [redacted] ***.Thank you,Jessica HCustomer Relations
To Whom It May Concern,On April 21, 2015, our customer entered into a Lease Contract with DriveTime when she leased a Toyota SiennaWhile DriveTime originated the Lease and is the Lessor,Bridgecrest Credit Company is the servicer of the Lease.When a consumer purchases or leases a vehicle, that vehicle is subject to sales taxSales tax is governed by state laws, which vary by jurisdictionThe sales tax is typically determined by the county where the purchaser/leaser residesUnder the terms of our customer’s lease contract, customers are subject to and responsible for any assessments or fees that DriveTime/Bridgecrest pays on their behalf, at the time of contracting, or any other time thereafterThis includes, but is not limited to, taxes.In this case, our customer leased the vehicle in Missouri which yields a sales tax of 4.225%However, when calculating sales tax as stated above, it is based on the state and county our customer’s reside inOur customer currently resides in the state of Kansas.Initially, when she leased the vehicle the tax rate was 6.15% in Kansas and her bi-weekly payments were $In July of 2015, the state of Kansas taxes raised to 6.5%subsequently causing our customer’s payments to increase by $Due to the raises oftaxes, her payments were adjusted to reflect the current tax addition in the amount of$on July 11, Bridgecrest, like all other commercial industries within the United States are subject to state and county taxIn addition, like other commercial entities, DriveTime is not notified when state and county tax changes occurHowever, we must adhere to the regulations of each state to which we operate, therefore, we have taken the appropriate measures to ensure that all accounts are subject to required adjustmentsWe also encourage our customers to contact Bridgecrest lease customer service when these changes occur.On August 24, 2015, our customer contacted Bridgecrest regarding her paymentsThe lease representative assisting our customer advised that she was past due $Our customer stated she was notified that her payments were $and inquired about thedelinquencyAt this time, our records indicate that our customer was not advised of the state tax adjustmentOur customer was advised that her payments increased and payment arrangements were made for $Bridgecrest offers a variety of different payment options to our customers includingAutomated Clearing House (ACH)ACH payments are electronic fund transferred from one bank account to anotherAn ACH debit requires the payee to provide a routing number and bank account number to complete their payment through the recipientsonline pay serviceThis method of payment can be structured for automatic withdrawal.Should a payment amount change for any reason, it is the customer’s responsibility to make the necessary adjustments with their financial institution or Bridgecrest’s lease customer service department.On March 21, 2016, our records indicate that our customer’s ACH payments had not been adjusted to cover the full $Our customer expressed concerns regarding a past due balanceThe assisting Bridgecrest representative advised our customer that she believed the past due amount was due to a change in Kansas state taxHowever, the representative was unable to confirm that this was in fact accurate and advised that a lease manager would follwith our customer.The next day, a lease manager contacted our customer regarding the status of her lease accountWe advised that although our customer opted to enroll in ACH, the taxation within her state adjusted to a higher percentage subsequently causing her payments to increaseDue to the increase, our customer had accrued a delinquent balance of $14.23.Our customer became escalated due to Bridgecrest’s inability to inform her of the tax adjustment and ended the call.On June 14, 2016, our customer contacted Bridgecrest regarding a past due balanceOurrecords indicate that our customer had accumulated a delinquency of $The assisting Bridgecrest representative advised that our customer’s ACH periodic bi-weeklypayments were in the amount of $Because of the taxation change in the state ofKansas, each periodic payment since July of 2015, was $Therefore, every ACHpayment made since that date accrued a delinquency of $To resolve our customer’sconcerns, due to the confusion the tax adjustment caused, the lease representative initiated a credit of $as a good will gestureIn addition, our customer authorizedthe lease representative to discontinue her current ACH payments; then reinstate herACH with accurate payment amount of $231.25.On January 10, 2017, we spoke to our customer to address the concerns in her complaint.Our records indicate that our customer was $delinquentWe advised that the underlying issue causing our customers confusion originates from an increase in the taxes by her state/countyIn addition, we advised that Bridgecrest is not intentionally causing her payments to increase and that we are governed by the regulations of her stateBridgecrest understand and recognizes this process has caused our customer legitimate confusionGiven that, Bridgecrest has applied a goodwill credit of $Our customer was satisfied with our resolution and we ended correspondence on amicable terms.After further in depth review we found that our customers lease of the vehicle and the administration of her lease account were handled in accordance with our standards procedures and all applicable lawsBridgecrest is also currently aware that an additional tax adjustment has occurred in our customer’s state/countyAs such, our customer’s periodic bi-weekly payments are now $We strongly encourage our customer to contact Bridgecrest’s lease customer service department at (800) 813-for assistancewith adjusting her ACH payments.We apologize for any confusion or inconvenience this matter may have causedAs an additional goodwill gesture, Bridgecrest has applied a $credit toward our customer’s lease account.Bridgecrest thanks the Revdex.com for their ongoing supportShould youhave any questions or concerns, please contact us by calling us at [redacted] Sincerely, Brodie HCustomer Relations Department
True they did contact me and said it would take days to return the funds and even then we’re requesting a bank statement even though I mentioned that it had to cycle through the bank to get it to me and Bridgecrest admitted they could see it it the computer system and continued to refuse me my refund therefore putting in a negative status with my bank
Please see the attached PDF for the full responseOn July 6, 2016, at days past due, our customer contacted Bridgecrest in regard to the status of his accountHe stated that his financial hardship had ended and would now be able to make his scheduled payments; however, he wished for Bridgecrest to assist him in bringing his account back to current statusTo assist our customer, Bridgecrest offered a loan modification for payment defermentsAdditionally, our customer was advised that his next scheduled periodic bi-weekly payment would be on July 16, Our customer stated he would be able to settle his payment on the aforementioned dateAt this time, our customer was approved for the loan modification, the documentation to finalize the contractual adjustment was processed and sent to our customer by way of email Upon completion of the loan modification documents, Bridgecrest verifies the information provided, to ensure that our customer’s signature matches their contract at the time of saleShould the signatures not match, Bridgecrest will contact our customer to re-sign and re-submit the documentsOur customer’s signature did not match his contract at the time of sale, therefore, he was advised that he would n**d to sign and resend the documentation On July 18, 2016, our customer contacted Bridgecrest regarding the status of his accountWe advised that we had received his modification documents; however, an additional scheduled payment on July 16, 2016, had come dueAs a loan modification cannot be completed while a balance is owed, we were unable to process the defermentsLikewise, we encouraged our customer to settle his payment; this would allow for Bridgecrest to finalize his loan modification
(Please see attached for full response)On October 17, 2017, the insurance company contacted Bridgecrest to advise the documentation had been resent and request the letter of guaranteeWe advised we had received it; however, were unable to open the file, as it came through as encryptedBridgecrest provided an alternate contact email and then received the settlement breakdown and market evaluation from the insurance companyThis same day, Bridgecrest sent the insurance company the letter of guaranteeLater this same day, our customer spoke with Bridgecrest management in regards to the situationBridgecrest relayed the above timeline pertaining to the delayBridgecrest explained our customer remained responsible for the payments until the insurance check was received and the loan was paid offOn October 19, 2017, our customer and her attorney contacted Bridgecrest to discuss the accountThe attorney advised he had requested the insurance company not send the check to BridgecrestWe explained that as long as our customer’s account remains active, our customer remains responsible for the loanAt this time, our customer’s account remains in an active status and she remains responsible for the loan, including her regularly scheduled payments, until the insurance check is received and the loan is paid offWe encourage our customer to remain in contact with her insurance company to ensure the claims process is completed in a timely manner