Consumer complaint received 2022-08-30
Company: Bridgecrest Acceptance Corporation
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
Good Day! 

On XX/XX/XXXX I purchased a car from XXXX XXXX and was approved by Bridgecrest for an auto loan. I selected the XXXX XXXX because it was good on gas. My mother and I test drove the XXXX and we immediately noticed, the brake lights were not working properly, the passenger window was not working property as well. The sales agent provided us a checklist of items to check off that were not working or working on the car. After we test drove the car, we brought the car back and the vehicle delivery checklist to with items that needed fixing. XXXX advised us that in order to purchase the car, there could be no " X 's on the checklist. I was then given another checklist to fill out. I had no idea why this was standard process to purchase the car. I financed the car with Bridgecrest at a high interest rate, the interest rate is well over the price of the car which is XXXX with 29.90 % interest rate totaling XXXX, but I needed a reliable, safe, and efficient car. Less than a week after driving the car off the lot, the engine light came on, an XXXX light, and there was a lot of rattling noise in the engine intermittently when I drove the car. There was noise when I pressed the brake while driving & the passenger window still did not work properly. I believe around XX/XX/XXXX, or XX/XX/XXXX I bought the car back to XXXX XXXX and saw the sales person there and I let him know there was something wrong with the car and explained the issues - power window isnt working on the passenger side as stated when I first bought the car, the engine light is on, there is rattling noise in the engine that is intermittent. I explained there is something seriously wrong with the car. There was a lady there I believe her name was XXXX and she immediately jumped in and was rude. I never met her before, but I do believe she was the manager. I felt very uncomfortable, and it was definitely not the customer experience I had when I bought the car, the customer service definitely changed. 
I asked both of them what my options were. The sales managers stated you can have it fixed since you are within the 30-day warranty period. She then stated I could get another vehicle, but I would have to put another down payment for another car, ( which I know is not legal ) I expressed why would I take that option for something else to be wrong with another car and pay more money out of pocket? Since I was within the 30 days warranty period, I opted to have it repaired. I asked for the instructions again from XXXX how to file a claim with the warranty company XXXX, since they didnt let me take the pamphlet of the instructions home. 
I sent a text to XXXX, and it provided a few auto repair shops that they partnered with. A few days later, in XXXX maybe around the XXXX or XXXX I contacted XXXX XXXX and we set up an appointment to bring it in. I chose them because of their reviews, I wanted someone to be able to repair the problems so I can go on with my car. When I dropped the car off, I explained to them the car has rattling noise in the engine intermittently when driving, the EPC and Engine lights come on intermittently, the right passenger window isnt working properly, the brakes made noises when I pressed on them. The lady at the front desk took my keys and will let me know when it was ready to be picked up. She let me know engine lights come on for various reasons and there would be nothing they can do if they cant replicate the issue. A few days later I picked the car up, the window was fixed, I didnt hear any noise on the breaks. I asked about the engine noise, and they explained they didnt hear anything, and they cant fix anything that is intermittent if they dont hear or see a problem. 

Fast forward, I went back and forth with XXXX XXXX and XXXX and even took the car in a second time and this time it had to be towed because the car stopped working and was shaking and was not safe to drive. This went on for months. Since the XXXX XXXX  did not fix the repairs I was left on my own dealing with this car. I did not trust XXXX XXXX or XXXX to or any other auto repair shop to fix it, because I just kept getting different answers and plus I would have kept paying out of pocket just for the car to get seen, if the shop wasn't repairing it I was not going to risk paying for anything else with this car. 

On XX/XX/XXXX I called Bridgecrest to ask what my options are with the vehicle, because paying for this car each month as it is not working and never have worked correctly since I bought, I wanted to know my options. They explained to me I could surrender the car but that would be on my credit for 7 or so years. I was willing to do that, because at the time of the call I was once again on the side of the road and the car wasn't working. I use the vehicle to go to work, this has inconvenienced my work tremendously and my pay because I use my car to go to work and I can not keep missing days because my car isnt working properly. 

Bridgecrest advised me to contact XXXX XXXX before making a permanent decision to surrender the car. I contacted XXXX XXXX, I also made complaint to the dealer board XXXX advised me to get the car to another repair shop not the one I used before at my own expense again. I had the car towed in. The shop determined the car needed another engine. I was not surprised since I've had issues with it since I bought the car. As of this day I have not had my vehicle. I spoke to a lady from XXXX XXXX complaint department a few weeks ago and explained my situation, again after the letter to the dealer board. I was not given a rental car, they only do reimbursement, so I opt out because again this is more money out of my pocket for a car a purchased that I made aware something was wrong with it and took it to the repair shops within the allotted time during warranty. 

I made a XXXX  complaint with XXXX and XXXX XXXX is resolving the issue with the car. 

Today XX/XX/XXXX I received a phone call from Bridgecrest telling me that my car was scheduled for repossession, not one person advised me or called me prior to this date. I have not spoken to anyone or received any letter or anything in an email or my physical address warning me of any repossession. The representative on the phone today XXXX asked me did I speak to someone on XX/XX/XXXX I said no, no one called me. 

I have been calling XXXX to deal with my complaint made to XXXX XXXX from the Dealer Board for a few days now and left vm and no one has returned my call. 

The last time I spoke to XXXX was about 2 weeks ago. Prior to that, I have not received any communication on a repossession. Someone should have warned me so I could have the opportunity to fix it. Today XXXX explained to me, that they would take half a payment and stop repossession. I asked if they can wait until the XXXX, she says no. I said I would see what I can do, I asked what time zone they are in she advised they are in XXXX and I asked when did they open and close. Today she told me XXXX and have a few hours left. According to XXXX regardless my car is still out to be picked up while an engine is being put in it??? 

I am aware of the past due amount, but someone should have said something to me prior to today which is 45 days now since I haven't been in the car, which totals {$1000.00} just within the 45 days my car has been down and is still down and needs a new engine. It has only been 8 months since I had this vehicle.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation