[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: Thank you for getting involved and for quick attentionThey talked like situation is resolved,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 June 1st payment is taken out automatically like it was supposed to be, for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
For full response, please see attachedOn May 22, 2017, Bridgecrest contacted our customer and advised him a due date change would need to be completed, so the payment schedule coincides with his pay date scheduleOnce the modification is completed, our customer would have an upcoming payment due May 27, 2017, and every two weeks from then on.We apologize for any inconvenience this may have caused our customerAt this time, we have successfully modified our customer’s loan to ensure his pay dates are set up correctlyAdditionally, to show good faith for our error, we have applied one bi-weekly payment credit ($217.34) to our customer’s accountShould our customer have any further questions or concerns, we encourage him to contact our Customer Relations department 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, Danielle C.Customer Relations
Thank you for bringing this matter to our attentionAfter further review of the complaint, Bridgecrest has determined that the individual who filed is an authorized third party (ATP) on one of our customer’s accountsWe appreciate the opportunity to address the ATP’s concerns.Bridgecrest has reviewed the account and phone conversations with the ATPWe found on July 7, 2017, our customer was six days past due and the ATP contacted us to make a payment of $As addressed in the correspondence, our representative mistakenly processed a payment of $473.90, the full delinquent amount, while the ATP authorized a $transactionWe are seeking out all training opportunities to ensure Bridgecrest representatives are consistently ensuring accuracy when processing paymentsWe sincerely apologize for the inconvenience this matter caused the ATP and our customer.After this transaction took place, the ATP contacted Bridgecrest to inform us of the double payment error and overdraft feesIn agreement to refund the payment error, we requested a running bank statement to ensure the payment cleared with her financial institution prior to issuing the refund to make sure that the payment did not reverse in the meantimeIn addition to this, the request for bank statements were for us to review for reimbursement of any accrued overdraft fees as mentioned by the ATP.Bridgecrest contacted the ATP on July 13, 2017, to iterate the abovementioned explanation and path to a resolutionShe declined in providing us the needed bank statements and advised she will allow the account to be one payment ahead of scheduleBridgecrest has offered to review for reimbursement of any overdraft fees; however, the ATP must submit a running bank statement to initiate the reviewAs a goodwill gesture for the inconvenience this matter caused, we have applied a credit of $(continued on attached)
(Please see attached for full response)Attached is the Notice of Default and Consumer’s Right to Cure letter for your reference.We have reviewed our files and found that the administration of our customer’s account has been handled in accordance with our standards, procedures, and all applicable laws.At this time, we are unable to accommodate our customer’s request to change her due dateBridgecrest provides our customers the ability to set call window preferences for cell phone numbers: specific windows of time during the day, specified by our customer, when calls are able to be receivedOur customer also has the option to place her number on a restricted call list resulting in a cease of telecommunication efforts to her, for any reasonHowever, Bridgecrest encourages our customer to remain in contact with us, at*** [redacted] , regarding her payments and payment arrangements.We have made several unsuccessful attempts to contact our customer to further discuss her concerns, but will continue our attempts to do soAs a gesture of goodwill, we have applied a $principal balance credit towards our customer’s account.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
Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns We sincerely apologize for any inconvenience our customer may have experienced and for the amount of time it has taken for her to receive her titleAs stated in our previous response, we are pursuing all internal training opportunities to avoid similar occurrences in the futureWe are happy to report, at this time, DriveTime has obtained a copy of the title, in our name, which we have overnighted to our customer’s address on fileOnce received, she will be able to successfully have the title placed into her nameWe have confirmed the $check was delivered as of April 28, We will follow up with our customer to confirm the delivery of the title 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, Danielle C Customer Relations
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]
Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On August 30, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Jeep CommanderThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAttached is a copy of the Simple Interest Retail Installment ContractBridgecrest offers a variety of loan modifications, to our customers, from due date changes to payment extensions/defermentsPrior to submitting for any payment extensions, Bridgecrest strides to ensure our customer is successful in maintaining payments after the extension periodThis means our customers need to be out of their hardship before we can review for defermentsAs loan modifications are subject for review, deferments cannot be guaranteedOur customers remain responsible for maintaining their payments through this review process.On December 2, 2016, our customer contacted Bridgecrest inquiring about an extension.She informed us she is on leave from work and will not return to until January 18, 2017.We advised her we are not be able to provide any extensions until she returns to work.However, if she were to provide a letter from her employer, with her return-to-work date,we would review for possible deferments.On December 13, 2016, Bridgecrest spoke with our customer after she faxed in a copy of her employer letterWe offered two payment deferments for the month of DecemberOur customer requested three payment defermentsWe informed her we would have to submit for further review for a three payment exceptionThat same day, Bridgecrest submitted at wo payment deferment request
On June 27, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Chevrolet EquinoxThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest)Attached is the Simple Interest Retail Installment Contract for your reference Although we appreciate our customer’s consistent and on-time payment history, Bridgecrest does not have a refinance program available for our customersWe appreciate our customer’s business but encourage her to explore refinancing options through third parties, such as a credit union or bank if she wishes to refinance At this time, Bridgecrest is unable to accommodate our customer’s request to lower her APRBridgecrest has made several unsuccessful attempts to reach our customer to discuss her concerns but will continue our efforts to do soWe apologize for any frustration or confusion this matter may have causedAs a goodwill gesture, Bridgecrest has credited our customer’s principal balance $
October 24, Revdex.com Phone: [redacted] Fax: [redacted] Re: Complaint # [redacted] To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns On October 18, 2016, we spoke with our customer regarding her concernsWe advised her that we would credit the account $to bring it current, as a goodwill gestureWe further explained that our records indicated that the account legitimately went over days past due, and that we would not be able to remove the mark from her credit reports without evidence that the reporting was inaccurate Our customer stated that she believed she had made a payment in August for approximately $Were that the case, it would indeed mean her account had never gone over days past dueWe advised our customer that we did not have a record of that payment We sent our customer a copy of her transaction history, and asked that she review it and compare it to her recordsWe also requested that she send us any information she had that would support her contention so that we could review itWe have not yet received any such information.FULL RESPONSE ATTACHED
(Please see attached PDF for full response)On October 21, 2016, we successfully made contact with our customerOur customer expressed his displeasure about his negative experience with a member of management and explained why he was requesting the defermentWe apologized for his experience and offered our customer the one payment deferment requestedWe explained why his account is considered not eligible for defermentsWe explained that our allotted amount of deferments has been reached for the month of October, so we would not be able to complete the deferment until the beginning of NovemberPer processes, once this deferment modification is completed, Bridgecrest will be unable to process any deferment modifications on his account for the next monthsWe further explained that all future payments would have to be made on time, including the payment due on October 29, If the payment is not made, the deferment will not be completedOur customer understood all terms, accepted the offer, and the call was ended on amicable termsThe experience described by our customer is not in keeping with DriveTime's set standards of service and supportDriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectWe will be reviewing the situation stated by our customer for any internal training opportunitiesWe sincerely apologize for any confusion or inconvenience this matter may have causedThe deferment process has been started for our customerAs a gesture of goodwill, we will also provide a $credit to the principal balanceBridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at 800-965-Sincerely, Jessica H.Customer Relations
In response to the company's responseI am surprised that Carlos answered this compliant as, I have filed a compliant against him with his companyWhen Bridgecrest reached out to me, about the Revdex.com inquiry, it was by Carlos, he was very condescending and argumentative with meI asked for a supervisor and he fact told me he was the supervisor and that I could speak to no one elseI ended the call with himAfter that call ended, I contacted the company back and got another representative who said Carlos was not a supervisor and that someone else would help meI have since been speaking to a manager within Bridgecrest and we are working on a resolutionI did request that the tape from our conversation be pulled, as it shows how demeaning and condescending that Carlos was along with being dishonest about his position with the company
my 2iphones 6s plus bankcard food stamps card were stolen from out that car at the tow yard.I didn't miss no payment they could have sent me an email or letter or even contacted my references and told me to return the car instead of having it repoed another thing they haven't tried to resolve the matter at all the tow man called the police and lied and said I had a gun tried to put my life in danger that's not right my deposit wasn't giving back since they set there on time frame unknown to me they neverror sent me in writing or by email that they needed my bank statements and that's being discrimated against because people who give them check stubs don't need to give them bank statements but because I'm disable I need to that's not right I provided my proof of income which is just like a pay check stub and I didn't think that the bank requested the bank statement because they never contact me requesting it with a time frame to bring them this company is dead wrong for what they did bottom line they went about it the wrong way not like a professional by law they stole the car and my things it's been a month and they haven't resolved the situation at all nor pay for my phones or give me my money I put as a downpayment plus I found out they was overcharging me
Thank you for bringing this matter to our attentionWe appreciate the opportunity toaddress our customer’s concerns.On May 6, 2016, our customer entered into a Simple Interest Retail Installment Contractwith DriveTime when she purchased a Buick RegalThe Contract was subsequentlyassigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.Attached you will find the Simple Interest Retail Installment for your reference.At the time of sale, our customer agreed to make payments of $beginning May21, and a final payment of $on October 2, Our customer also enrolledin AutoPay for the days prior to the original due datesA payment method which ourcustomer’s sign up using their routing and bank account number which automaticallywithdraws payments on the scheduled due date.On May 20, 2016, AutoPay drafted $from our customer’s bank accountThepayment reversed due to insufficient funds on May 25, and a $insufficient fundsfee was assessed to the account.On May 26, 2016, our customer contacted Bridgecrest in attempt to resolve the past duebalanceShe informed us that she would not be able to make another payment until thefollowing weekWe advised her we could exercise our contractual option to recover thevehicle due to the account being in default of her contract.On May 27, 2016, our customer made a payment of $to cure the past due balancealong with the insufficient funds fee.At this time, we have received a payment for June and are attempting to contact her aboutfuture payment arrangementsAlso, the vehicle has not been assigned for recoveryIf our customer wishes to discuss and set this arrangement up, we encourage her to contact us at###-###-####.We apologize for any inconvenience or confusion this matter may have causedAs a goodwillgesture, Bridgecrest has applied a $credit towards our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing supportShould you haveany questions or concerns, please contact us by calling us at ###-###-####.Sincerely,Carlos S.Customer Relations
We were unable to locate either of the phone numbers provided by the consumer in our systemsHowever, to ensure that no further correspondence is attempted by Bridgecrest, both of the consumer’s phone numbers have been added to our Do-Not-Call listWe apologize for any frustration or inconvenience this matter has caused
On August 16th I spoke with someone and did inform her that there was a returned paymentAt that time we set up a payment arrangement for August 28thI did receive some emails after that time and I did respond explaining that I had a payment arrangement for the 28th and would be paying at that timeThe lines of communication were open and I did communicate with Bridgecrest at least times between the 16th and the 28thOn the 28th I made the payment as agreedOn August 29th, after the agreed upon payment had already been made, my car was repossessedThe car should not have been repossessed and it has been an incredible hardship on me to have to come up with all the extra and unnecessary money caused by Bridgecrest
We appreciate the opportunity to readdress our customer’s concernsIt is important to us that our customer understands that we take these situations very seriously and that we understand that a positive customer experience is critical to the success of our businessWe wish to express our sincere and heartfelt apology for our customer’s experience with the Bridgecrest representativeWe reviewed the call between Bridgecrest and our customer from August 24, 2017, and we made adjustments internally through training opportunities and corrective action as appropriateWe understand our customer’s initial desired resolution was corrective action for the Bridgecrest agent in question, and we are confident in responding that we have taken action appropriatelyFurther, we have provided our customer with the $credit toward her payments as a goodwill gesture to provide more than just words in response to our apologies for her dissatisfactory service received
[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]
I have repeatedly asked for the breakdown on how the refunds are determined Documentation does not show states of Delaware of Pennsylvania as charging "Cancellation Fees" As I stated previously, I pay the contract in good faith and not getting satisfactory refunds in return Still due $for cancellation fees And as far as that GAP policy it should have been automatic when I paid the loan since I am not the title holder and no bank is involved
December 21, 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 March 13, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Chevrolet CruzeThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAdditionally, our customer purchased a year/50,mile Vehicle Service Contract serviced by AeverexThe cost of the Vehicle Service Contract was $2,Attached you will find a copy of the Retail Installment Contract and Vehicle Service Contract for your reviewOn April 15, 2015, our customer spoke with Aeverex to inform them that the check engine light was on and the vehicle was shakingAeverex referred our customer to an in-network repair facility for a vehicle diagnosis and for a claim to be filedOn April 20, 2015, the in-network repair facility spoke with Aeverex to file a claimThe repair facility suggested a valve cover gasket replacementThe valve cover gasket is a non-covered component under the terms of the Vehicle Service Contract therefore; Aeverex denied the repairOn this same day, our customer spoke with Bridgecrest to inform us of needed repairs and requested assistanceBridgecrest informed our customer that we would review the estimate to see if there were any possible exceptions that could be madeOn April 21, 2015, Bridgecrest made an exception and provided approval for our customer’s repairs for the valve cover gasket totaling $Our customer was responsible for the deductible of $100.00, per her Vehicle Service Contract(Full Response provided to the Revdex.com)
Please see the attached PDF for the full responseOn May 23, 2016, our customer sent a payoff check in the amount of $17,to satisfy her loan 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 AeverexOur 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 AeverexOnce received by Aeverex, on the 18th of each month the cancellation is processed and a refund is generated, if applicable, at a pro-rated amountShould Aeverex 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 June 2, 2016, Aeverex received the cancellation documents for the Vehicle Service ContractOn June 21, the refund check was sent to our customer’s address on file On June 20, 2016, our customer contacted Bridgecrest in regard to the GAP AddendumBridgecrest provided our customer with the GAP Addendum cancellation form by way of emailLikewise, we advised she would need to sign and then submit the cancellation form to AeverexOn June 21, Aeverex received the GAP Addendum cancellation form On July 22, 2016, we contacted our customer to address the concerns in her complaintShe was advised that we had been unable to process the GAP Addendum refund in June, due to Aeverex receiving the cancellation documents post the 18thAdditionally, on June 20, the refund check for the GAP Addendum of $had been mailed to the address on fileOur customer was pleased with the resolution, and we ended our correspondence on amicable terms
[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: Thank you for getting involved and for quick attentionThey talked like situation is resolved,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 June 1st payment is taken out automatically like it was supposed to be, for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
For full response, please see attachedOn May 22, 2017, Bridgecrest contacted our customer and advised him a due date change would need to be completed, so the payment schedule coincides with his pay date scheduleOnce the modification is completed, our customer would have an upcoming payment due May 27, 2017, and every two weeks from then on.We apologize for any inconvenience this may have caused our customerAt this time, we have successfully modified our customer’s loan to ensure his pay dates are set up correctlyAdditionally, to show good faith for our error, we have applied one bi-weekly payment credit ($217.34) to our customer’s accountShould our customer have any further questions or concerns, we encourage him to contact our Customer Relations department 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, Danielle C.Customer Relations
Thank you for bringing this matter to our attentionAfter further review of the complaint, Bridgecrest has determined that the individual who filed is an authorized third party (ATP) on one of our customer’s accountsWe appreciate the opportunity to address the ATP’s concerns.Bridgecrest has reviewed the account and phone conversations with the ATPWe found on July 7, 2017, our customer was six days past due and the ATP contacted us to make a payment of $As addressed in the correspondence, our representative mistakenly processed a payment of $473.90, the full delinquent amount, while the ATP authorized a $transactionWe are seeking out all training opportunities to ensure Bridgecrest representatives are consistently ensuring accuracy when processing paymentsWe sincerely apologize for the inconvenience this matter caused the ATP and our customer.After this transaction took place, the ATP contacted Bridgecrest to inform us of the double payment error and overdraft feesIn agreement to refund the payment error, we requested a running bank statement to ensure the payment cleared with her financial institution prior to issuing the refund to make sure that the payment did not reverse in the meantimeIn addition to this, the request for bank statements were for us to review for reimbursement of any accrued overdraft fees as mentioned by the ATP.Bridgecrest contacted the ATP on July 13, 2017, to iterate the abovementioned explanation and path to a resolutionShe declined in providing us the needed bank statements and advised she will allow the account to be one payment ahead of scheduleBridgecrest has offered to review for reimbursement of any overdraft fees; however, the ATP must submit a running bank statement to initiate the reviewAs a goodwill gesture for the inconvenience this matter caused, we have applied a credit of $(continued on attached)
(Please see attached for full response)Attached is the Notice of Default and Consumer’s Right to Cure letter for your reference.We have reviewed our files and found that the administration of our customer’s account has been handled in accordance with our standards, procedures, and all applicable laws.At this time, we are unable to accommodate our customer’s request to change her due dateBridgecrest provides our customers the ability to set call window preferences for cell phone numbers: specific windows of time during the day, specified by our customer, when calls are able to be receivedOur customer also has the option to place her number on a restricted call list resulting in a cease of telecommunication efforts to her, for any reasonHowever, Bridgecrest encourages our customer to remain in contact with us, at*** [redacted] , regarding her payments and payment arrangements.We have made several unsuccessful attempts to contact our customer to further discuss her concerns, but will continue our attempts to do soAs a gesture of goodwill, we have applied a $principal balance credit towards our customer’s account.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
Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns We sincerely apologize for any inconvenience our customer may have experienced and for the amount of time it has taken for her to receive her titleAs stated in our previous response, we are pursuing all internal training opportunities to avoid similar occurrences in the futureWe are happy to report, at this time, DriveTime has obtained a copy of the title, in our name, which we have overnighted to our customer’s address on fileOnce received, she will be able to successfully have the title placed into her nameWe have confirmed the $check was delivered as of April 28, We will follow up with our customer to confirm the delivery of the title 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, Danielle C Customer Relations
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]
Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On August 30, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Jeep CommanderThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAttached is a copy of the Simple Interest Retail Installment ContractBridgecrest offers a variety of loan modifications, to our customers, from due date changes to payment extensions/defermentsPrior to submitting for any payment extensions, Bridgecrest strides to ensure our customer is successful in maintaining payments after the extension periodThis means our customers need to be out of their hardship before we can review for defermentsAs loan modifications are subject for review, deferments cannot be guaranteedOur customers remain responsible for maintaining their payments through this review process.On December 2, 2016, our customer contacted Bridgecrest inquiring about an extension.She informed us she is on leave from work and will not return to until January 18, 2017.We advised her we are not be able to provide any extensions until she returns to work.However, if she were to provide a letter from her employer, with her return-to-work date,we would review for possible deferments.On December 13, 2016, Bridgecrest spoke with our customer after she faxed in a copy of her employer letterWe offered two payment deferments for the month of DecemberOur customer requested three payment defermentsWe informed her we would have to submit for further review for a three payment exceptionThat same day, Bridgecrest submitted at wo payment deferment request
On June 27, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Chevrolet EquinoxThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest)Attached is the Simple Interest Retail Installment Contract for your reference Although we appreciate our customer’s consistent and on-time payment history, Bridgecrest does not have a refinance program available for our customersWe appreciate our customer’s business but encourage her to explore refinancing options through third parties, such as a credit union or bank if she wishes to refinance At this time, Bridgecrest is unable to accommodate our customer’s request to lower her APRBridgecrest has made several unsuccessful attempts to reach our customer to discuss her concerns but will continue our efforts to do soWe apologize for any frustration or confusion this matter may have causedAs a goodwill gesture, Bridgecrest has credited our customer’s principal balance $
October 24, Revdex.com Phone: [redacted] Fax: [redacted] Re: Complaint # [redacted] To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns On October 18, 2016, we spoke with our customer regarding her concernsWe advised her that we would credit the account $to bring it current, as a goodwill gestureWe further explained that our records indicated that the account legitimately went over days past due, and that we would not be able to remove the mark from her credit reports without evidence that the reporting was inaccurate Our customer stated that she believed she had made a payment in August for approximately $Were that the case, it would indeed mean her account had never gone over days past dueWe advised our customer that we did not have a record of that payment We sent our customer a copy of her transaction history, and asked that she review it and compare it to her recordsWe also requested that she send us any information she had that would support her contention so that we could review itWe have not yet received any such information.FULL RESPONSE ATTACHED
(Please see attached PDF for full response)On October 21, 2016, we successfully made contact with our customerOur customer expressed his displeasure about his negative experience with a member of management and explained why he was requesting the defermentWe apologized for his experience and offered our customer the one payment deferment requestedWe explained why his account is considered not eligible for defermentsWe explained that our allotted amount of deferments has been reached for the month of October, so we would not be able to complete the deferment until the beginning of NovemberPer processes, once this deferment modification is completed, Bridgecrest will be unable to process any deferment modifications on his account for the next monthsWe further explained that all future payments would have to be made on time, including the payment due on October 29, If the payment is not made, the deferment will not be completedOur customer understood all terms, accepted the offer, and the call was ended on amicable termsThe experience described by our customer is not in keeping with DriveTime's set standards of service and supportDriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectWe will be reviewing the situation stated by our customer for any internal training opportunitiesWe sincerely apologize for any confusion or inconvenience this matter may have causedThe deferment process has been started for our customerAs a gesture of goodwill, we will also provide a $credit to the principal balanceBridgecrest thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at 800-965-Sincerely, Jessica H.Customer Relations
In response to the company's responseI am surprised that Carlos answered this compliant as, I have filed a compliant against him with his companyWhen Bridgecrest reached out to me, about the Revdex.com inquiry, it was by Carlos, he was very condescending and argumentative with meI asked for a supervisor and he fact told me he was the supervisor and that I could speak to no one elseI ended the call with himAfter that call ended, I contacted the company back and got another representative who said Carlos was not a supervisor and that someone else would help meI have since been speaking to a manager within Bridgecrest and we are working on a resolutionI did request that the tape from our conversation be pulled, as it shows how demeaning and condescending that Carlos was along with being dishonest about his position with the company
my 2iphones 6s plus bankcard food stamps card were stolen from out that car at the tow yard.I didn't miss no payment they could have sent me an email or letter or even contacted my references and told me to return the car instead of having it repoed another thing they haven't tried to resolve the matter at all the tow man called the police and lied and said I had a gun tried to put my life in danger that's not right my deposit wasn't giving back since they set there on time frame unknown to me they neverror sent me in writing or by email that they needed my bank statements and that's being discrimated against because people who give them check stubs don't need to give them bank statements but because I'm disable I need to that's not right I provided my proof of income which is just like a pay check stub and I didn't think that the bank requested the bank statement because they never contact me requesting it with a time frame to bring them this company is dead wrong for what they did bottom line they went about it the wrong way not like a professional by law they stole the car and my things it's been a month and they haven't resolved the situation at all nor pay for my phones or give me my money I put as a downpayment plus I found out they was overcharging me
Thank you for bringing this matter to our attentionWe appreciate the opportunity toaddress our customer’s concerns.On May 6, 2016, our customer entered into a Simple Interest Retail Installment Contractwith DriveTime when she purchased a Buick RegalThe Contract was subsequentlyassigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.Attached you will find the Simple Interest Retail Installment for your reference.At the time of sale, our customer agreed to make payments of $beginning May21, and a final payment of $on October 2, Our customer also enrolledin AutoPay for the days prior to the original due datesA payment method which ourcustomer’s sign up using their routing and bank account number which automaticallywithdraws payments on the scheduled due date.On May 20, 2016, AutoPay drafted $from our customer’s bank accountThepayment reversed due to insufficient funds on May 25, and a $insufficient fundsfee was assessed to the account.On May 26, 2016, our customer contacted Bridgecrest in attempt to resolve the past duebalanceShe informed us that she would not be able to make another payment until thefollowing weekWe advised her we could exercise our contractual option to recover thevehicle due to the account being in default of her contract.On May 27, 2016, our customer made a payment of $to cure the past due balancealong with the insufficient funds fee.At this time, we have received a payment for June and are attempting to contact her aboutfuture payment arrangementsAlso, the vehicle has not been assigned for recoveryIf our customer wishes to discuss and set this arrangement up, we encourage her to contact us at###-###-####.We apologize for any inconvenience or confusion this matter may have causedAs a goodwillgesture, Bridgecrest has applied a $credit towards our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing supportShould you haveany questions or concerns, please contact us by calling us at ###-###-####.Sincerely,Carlos S.Customer Relations
We were unable to locate either of the phone numbers provided by the consumer in our systemsHowever, to ensure that no further correspondence is attempted by Bridgecrest, both of the consumer’s phone numbers have been added to our Do-Not-Call listWe apologize for any frustration or inconvenience this matter has caused
On August 16th I spoke with someone and did inform her that there was a returned paymentAt that time we set up a payment arrangement for August 28thI did receive some emails after that time and I did respond explaining that I had a payment arrangement for the 28th and would be paying at that timeThe lines of communication were open and I did communicate with Bridgecrest at least times between the 16th and the 28thOn the 28th I made the payment as agreedOn August 29th, after the agreed upon payment had already been made, my car was repossessedThe car should not have been repossessed and it has been an incredible hardship on me to have to come up with all the extra and unnecessary money caused by Bridgecrest
We appreciate the opportunity to readdress our customer’s concernsIt is important to us that our customer understands that we take these situations very seriously and that we understand that a positive customer experience is critical to the success of our businessWe wish to express our sincere and heartfelt apology for our customer’s experience with the Bridgecrest representativeWe reviewed the call between Bridgecrest and our customer from August 24, 2017, and we made adjustments internally through training opportunities and corrective action as appropriateWe understand our customer’s initial desired resolution was corrective action for the Bridgecrest agent in question, and we are confident in responding that we have taken action appropriatelyFurther, we have provided our customer with the $credit toward her payments as a goodwill gesture to provide more than just words in response to our apologies for her dissatisfactory service received
[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]
I have repeatedly asked for the breakdown on how the refunds are determined Documentation does not show states of Delaware of Pennsylvania as charging "Cancellation Fees" As I stated previously, I pay the contract in good faith and not getting satisfactory refunds in return Still due $for cancellation fees And as far as that GAP policy it should have been automatic when I paid the loan since I am not the title holder and no bank is involved
December 21, 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 March 13, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Chevrolet CruzeThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAdditionally, our customer purchased a year/50,mile Vehicle Service Contract serviced by AeverexThe cost of the Vehicle Service Contract was $2,Attached you will find a copy of the Retail Installment Contract and Vehicle Service Contract for your reviewOn April 15, 2015, our customer spoke with Aeverex to inform them that the check engine light was on and the vehicle was shakingAeverex referred our customer to an in-network repair facility for a vehicle diagnosis and for a claim to be filedOn April 20, 2015, the in-network repair facility spoke with Aeverex to file a claimThe repair facility suggested a valve cover gasket replacementThe valve cover gasket is a non-covered component under the terms of the Vehicle Service Contract therefore; Aeverex denied the repairOn this same day, our customer spoke with Bridgecrest to inform us of needed repairs and requested assistanceBridgecrest informed our customer that we would review the estimate to see if there were any possible exceptions that could be madeOn April 21, 2015, Bridgecrest made an exception and provided approval for our customer’s repairs for the valve cover gasket totaling $Our customer was responsible for the deductible of $100.00, per her Vehicle Service Contract(Full Response provided to the Revdex.com)
Please see the attached PDF for the full responseOn May 23, 2016, our customer sent a payoff check in the amount of $17,to satisfy her loan 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 AeverexOur 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 AeverexOnce received by Aeverex, on the 18th of each month the cancellation is processed and a refund is generated, if applicable, at a pro-rated amountShould Aeverex 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 June 2, 2016, Aeverex received the cancellation documents for the Vehicle Service ContractOn June 21, the refund check was sent to our customer’s address on file On June 20, 2016, our customer contacted Bridgecrest in regard to the GAP AddendumBridgecrest provided our customer with the GAP Addendum cancellation form by way of emailLikewise, we advised she would need to sign and then submit the cancellation form to AeverexOn June 21, Aeverex received the GAP Addendum cancellation form On July 22, 2016, we contacted our customer to address the concerns in her complaintShe was advised that we had been unable to process the GAP Addendum refund in June, due to Aeverex receiving the cancellation documents post the 18thAdditionally, on June 20, the refund check for the GAP Addendum of $had been mailed to the address on fileOur customer was pleased with the resolution, and we ended our correspondence on amicable terms