Consumer complaint received 2023-06-08
Company: Bridgecrest Acceptance Corporation
State: KS
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
XX/XX/XXXX - I logged into my account at Bridgecrest. They are the lienholder on my auto loan for a XXXX XXXX XXXX XXXX purchased from XXXX. I wanted to see a copy of my loan contract and see if I had GAP insurance on my loan, but that information is not available online for the customer. 

I attempted to contact customer service using the method given on the website - either send a message or call. I sent a message. A minute or two later, I received a text message response on my phone. Bridgecrest does not have chat customer service. I responded to the text and asked them to please send me a copy of my loan agreement, interest rate, and loan history. Several text responses came back stating that they were experiencing a higher-than-normal message volume and would respond when they could. Approximately 30 minutes later, I received another text message from a Bridgecrest customer service agent named XXXX XXXX XX/XX/XXXX @ XXXX XXXX  ). After validating my identity, I asked about GAP coverage ( if any ) and for a copy of my loan agreement. This was not my first time requesting this information, but my request was simply ignored the previous two times ( on various undocumented occasions within the last year or so ). 

After several messages back and forth, she confirmed that I had GAP coverage and stated, " I advised that it will be emailed and it would take 24-48 business days to receive. '' XX/XX/XXXX @ XXXXXXXX XXXX  - I still have not received anything from Bridgecrest via email as promised. So, again, I started the process over by requesting my loan agreement documents via text message ( because no one will answer the phone ). In response, I received the same text response that they are currently experiencing a higher-than-normal message volume and they would respond when they could. At XXXXXXXX XXXX I received a response from an agent named XXXX. I again validated my identity and asked for the same information as before ( a copy of my loan agreement documents ). At XXXXXXXX XXXX, XXXX replied back that according to her information, the documents I was seeking were already emailed to me and insisted that they were in my SPAM or Trash folder, neither of which was accurate. She reconfirms the email address on my account, and it is correct. I confirm the email address, and then I'm placed back into the message queue as if I were starting over. 

At XXXX XXXX, I receive the same beginning messages again about the higher-than-normal message volume et al. 

Finally, at XXXX XXXX, I received a response from an unnamed party asking if I had checked my spam folder. I confirmed that I had checked the spam folder, and the email was not there. 

At XXXX XXXX, I received a response, starting me over in the message queue AGAIN with the same message volume messages. I begin to complain that I have been waiting and attempting to garner the same information since XXXXXXXX XXXX. A response was sent by an unidentified agent stating that I should call the phone number ( XXXX ). As I am responding to the text, I am also on the phone calling the phone number. I finally connected with an agent by voice call, identified myself, and asked for the loan documents to be sent to me. I was asked to wait on a brief hold, and then the next thing I knew, I was disconnected from the call. The text message I sent back to Bridgecrest as I navigated the voice call requested that they email the requested documentation to two different email addresses as a backup measure. 

At XXXX XXXX, I was given a ticket number XXXX ( for the email request sent to XXXX ) and another ticket number - XXXX for the request sent to XXXX. I was not given an ETA for the information by email, but I am assured that for any information I need, I can certainly follow up with Bridecrest and request if needed. 

XX/XX/XXXX - XXXX XXXX ( Phone call - Duration : 4 min, 25 sec ) : After many automated menus, being placed on hold, transferred, and back to an automated menu on the phone, I finally found a live agent to follow up with about my requests for documentation. I was placed on hold for a bit, and then the agent returned to say that my initial request for documentation was denied, but he could not tell me why - not clearly. He spoke very broken English, which may have been a language barrier issue. Still, when I asked again for him to repeat the reason - slowly, so I could understand - I was given a reason I still did not understand about my identity. That has never come up before. Then when I began to press him on the issue and asked why obtaining simple documentation from a verified current customer was such an issue, he stated that he again requested the documentation and I would need to wait another 24-48 business hours ( not days this time- as the very first text message response stated! ). 

Today is XX/XX/XXXX, and there has been zero communication from Bridgecrest. The emails have not arrived as promised. 

Any further attempt on my part to obtain the aforementioned documentation will likely be as futile as the previous 4-6 attempts. I honestly do not know what to do next or how to get the information I am requesting as I have circled and jumped through all of the hoops they have enlisted. 

It seems very suspicious to me that customer information and documents relating to my auto loan would be withheld from me, and my multiple requests for such documentation have ultimately been ignored. 

Additionally, basic information such as a loan or account number is unavailable through the customer account area, and monthly statements are not sent to the customer ( where a loan number or account number would be shown ). There is very little transparency concerning account information available to the customer. Repeated attempts to obtain any information from Bridgecrest concerning my loan have been met with excuses, long on-hold times, empty promises, and outright non-response. 

The information available to the customer on their website account is very limited- the due date and amount are listed, and the ability to request a payoff quote, but that is really about all that can be done from the customer account side of the site. It is frustrating, especially compared to the lienholder on my other vehicle, XXXX XXXX, who is absolutely happy to have everything available to the customer online or by chat. 

I looked up Bridgecrest on the XXXX XXXX XXXX website, and it appears that I do not stand alone in being unhappy with this company. In fact, they hold a XXXX XXXX XXXX XXXX rating with the XXXX - XXXX XXXX within the last XXXX XXXX and XXXX complaints in a XXXX period. 

Please, help me obtain the documentation and information I am seeking.

Company response to consumer: Closed with explanation