Consumer complaint received 2023-05-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: Bridgecrest Acceptance Corporation
State: CO

Complaint narrative:
I formerly filed a complaint with Bridgecrest and they after a couple months responded. They lied in their response, called me a liar, and while I had been waiting on their response on how to proceed with the loan, within a week of their response they repossessed the car. Ill address their statements one by one. The first statement is they deny any fault with the mechanical issues of the car and claim that they are within compliance because the warranty covered {$1200.00} of the repairs when out of pocket Ive paid over {$8000.00}. I have put a lot of miles on the car but have not held Bridgecrest responsible for any issues with the car that were new that have come up from normal use. They are responsible for everything prior. I emailed them at the email they told me to in their last response and got no response from them. At purchase we inquired with the salesman if the car had any mechanical issues or any other issues. We were told no. 35 days after purchase the car was XXXX and at XXXX XXXX XXXX a XXXX for a month needing repairs. I contacted the dealership as the car was still under the warranty and they referred me to call XXXX XXXX the warranty company! Out of all the repairs that needed done they covered the XXXX for {$1200.00}. I had to cover everything else. There was an oil leak, an electrical issue, catalytic converter gasket replacement, rear shock leaks and oil filter housing leak. ( XXXX provide invoice receipts ) all these things did not suddenly occur within the 35 days I had the car. They were all pre existing prior to purchase that XXXX failed to disclose. I contacted the dealership within the 30 day warranty after the car was diagnosed at XXXX XXXX XXXX and they deliberately delayed until after the 30 days until the 35 Day and even then I still had no response and had to just have the dealership begin the repairs. During the repairs further issues were reported that the wheel bearings needed replaced ASAP and should be my next priority and they recommended to not drive the vehicle or limit the driving until its fixed since I was spending {$3800.00} out of pocket to get the car running I couldnt afford that on top of everything else. The XXXX did fail and the control arm had fallen off and thank God it Landed on the frame and didnt hit the ground because if I had been driving, that could of hurt me or someone else. That issue caused damaged to the frame which in total in two separate mechanic visits cost one for {$2400.00} and one other {$2000.00}. Bridgecrest denied responsibility and blamed the miles on the car as the issue when the only issues Ive ever brought up to them existed prior to purchase. Also Im going through the paperwork from purchase, the inspection list that normally a purchaser has to sign showing they are aware of any issues or acknowledgment of no issues, its blank, no signatures, no inspection, so I ask Bridgecrest to please find these documents and provide them to resolve my complaint on this issue if they exist. The next issue is the sales practices. In an email with the dealership we were told specifically that Bridgecrest would refinance the loan after 6 months of on time payments. Or we could refinance on our own. After 6 months of on time payments actually even longer then that, we tried. Bridgecrest informed us they do not refinance loans and no lender would refinance the loan because the loan to value of the car was to high. Bridgecrest denied accountability on this issue based if they had issues with the screenshot I provided. Because it said sent from my XXXX and XXXX was the manager. My first issue is it said sent from my XXXX because my son has originally talked to them as the car was going to be his, he forwarded me the email from his email so I could send in a screenshot, he has an XXXX so it said sent from my XXXX because the forwarded message was sent from his XXXX. Also they state the signature on the email said general manager and at the time the guy wasnt a manager. How would I know either way what his title is or isnt? If they question the authenticity of the email, and if he wasnt a manager when I bought the car then if I were to fake an email I wouldnt know him to be manager and wouldnt put manager on the email. Furthermore I reached out to XXXX to help provide authentication of the email and they provided trace IDs and the IP address from that email which Ill provide in this complaint that shows the email originated from XXXXXXXX XXXX. This issue is more XXXX fault then it is Bridgecrest but I do think using deceptive practices to get someone to sign a loan is reasons to cancel a contract. The other issue and probably the most insulting and biggest lie is miss XXXX stated I never reached out to try and negotiate lesser payments or ask for assistance. She has got to be kidding, first of all, mostly all my communication with Bridgecrest has been via text, which if need be, we can ask XXXX to verify the incoming outgoing messages. I tried over 10 times and was told they dont negotiate the loans and my account is not eligible to defer any payments, so not only did they not disclose any mechanical issues with the car, they took no accountability for it expected me to pay thousands when it should of been covered under the 30 day warranty and still make all my payments on them. They offered no relief ever or took responsibility. All they would ever say in response is I should make sure to keep my loan in good standing. I have already paid them for the car more then its worth. And on top of that almost {$9000.00} in repairs they should of covered. In the end they repossessed the car, called me a liar, and denied any responsibility. The final isssue is, Im unable to log into an online account, it takes me to a screen after log in to find my loan account, I enter the information and then it says an account already exist, so my ability to pay online has been removed, it cost money to make a payment with them over the phone and so my only other free option is using a bill pay service! There were attempts on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX to bring the account current. Each time payment was rejected by Bridgecrest. It states no reason other then rejected by Biller. So if they are not going to accept payments from me then they shouldnt be able to take the car. Ill provide screenshots and transaction IDs for each rejected payment. -- Furthermore records online from the XXXX XXXX XXXX show a tremendous amount of complaints with XXXX the past 3 years and the last 12 months is XXXX. Although these complaints vary in nature, it shows how many people have been left with no alternative but to involve another agency to try to assist them because they were not able to resolve the issues with this company and furthermore how many people are dissatisfied! They have a XXXX out of XXXX rating. This is not a reputable company with a positive track record for being honest and fair. 
And finally, I have received absolutely no notices or correspondence from Bridgecrest ever with their intents. On XX/XX/XXXX I spoke on the phone to a representative and learned the address they had on file was to an address somewhere on XXXX XXXX and Ive never been associated with an address on XXXX. Ive been at my current address 13 years and they have the right address because they took the car from there. So I have no idea where they were sending the notices!!! I have no idea how a different address was added to my account. 


The screenshots Im attaching are as follows! 
Screenshots of company rejecting payments with transaction IDs for verification. They rejected payments and then repossessed the car. 

Screenshots of text conversations between myself and Bridgecrest where I asked for assistance and their response since they claim I never reached out. 

Screenshots that show Im unable to access my account online. 

XXXX from XXXX showing email send on XX/XX/XXXX that they have questions about its authenticity. XXXX provided IP address and it passed verifications to prove it was the genuine IP and the domain it came from. 

Invoice showing an intake date of XX/XX/XXXX with the cost of repairs and vehicle registration showing vehicle was purchased XX/XX/XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation