Consumer complaint received 2025-01-30 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: Bridgecrest Acceptance Corporation
State: CA

Complaint narrative:
I filed a complaint yesterday against Bridgecrest Acceptance Corporation because when I refinanced my auto loan, they did not send the required lien release to my address. I even uploaded documentation to prove that XXXX XXXX XXXX XXXX XXXX told me to request the lien release to me. So my loan is now owned by XXXX  and not Bridgecrest and Bridgecrest sent the payoff letter.

I faxed a request to Bridgecrest to send me the lien release to my CA address. They told me they would not because we are a " digital state ''. I even went to the DMV and they told me to have Bridgecrest mail it to me and come back in when I received the lien release.

I received a call today from an emplyee named XXXX who also emailed me. She said she was not even in the lien release department and that they do things " digitally '' with CA. No. They can not have a policy that is in violation of CA law.

I have the legal right to have the lien release sent to me the DMV said. I need it sent to me. XXXX did not help me at all, was not from the right department to help and did not state that they would send the lien release. 

So this is a new complaint as they are not doing what the state of CA is telling them to do. I told XXXX you can not randonly fax my paperwork to the DMV as they are not going to call me if it is sent there as I need an appointment to come in. So why would they fax the lien release to DMV?

This is a mess and I told her I have several disabilities and am caretaking my uncle who has one as well and had to stand in line for 4 hours because of this mess and still was not able to solve anything because I need this lien release mailed to me asap.

So this is impacting my loan with my new servicer as if I do not get the lien release and add XXXX XXXX XXXX XXXX on my registration and title within a certain set of days, I lose my loan.

So now Bridgecrest is causing me actual damages. I need the lien release mailed to me and then I can make an appointment and go into the DMV with it and get Bridgecrest removed from my registration and only then. So basically I got the run around today on the phone and they said they wont help me. XXXX is not even from the right department to help me so that is an insult to have an employee from the wrong department assigned to me in the first place.

I am demanding they send the lien release to me asap to my CA address as time is of the essence as I have a window to do this and can not keep taking off work.

Bridgecrest is in violation of law both federal and state at this point and I am demanding an immediate lien release as I have formally requested it on the phone and in writing sent by fax, which is attached as evidence to my first complaint.

After this conversation with XXXX, it is clear they are not going to send the release to me which is illegal. 

I was very clear to XXXX that no company policy Bridgecrest has can violate state or federal law and faxing my lien randomly to a DMV without an appointment will not rectify the situation.

I have every legal right when formally requested of Bridgecrest, to have the lien release mailed to me. They are in violation of my rights and law right now. XXXX is not even from the right department to add insult to injury. 

Again, I tried to work with this company and they are trying to circumvent the law. I have the legal right to have it mailed to me. They need to mail it to me. You can not randomly fax documents attached to a claim t the DMV as I am not there to process or pay when it comes. DMV doesnt call people randomly either.

So this is simple and Bridgecrest is making it hard on purpose. They do this all the time as is evident from the 1000 's of complaints against XXXX and Bridgecrest over titles and lien releases and CFPB should work on making them stop putting their cusgtomers through this mess.

Company response to consumer: Closed with explanation