Consumer complaint received 2023-08-07 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Loan sold or transferred to another company
Company: Bridgecrest Acceptance Corporation
State: VA

Complaint narrative:
Hello, Im a single mother of XXXX children and my car was totaled. I needed a car to return to work and my children to and from school. I saw a commercial about XXXX and thought it was a great idea to try to help me save time instead of going to a physical dealership. At the beginning of XX/XX/XXXX, I then proceeded to go online and look for a reliable car. I found a car on the XXXX website then I proceeded to fill out the application to apply for the car and was approved instantly. Once I got approved, I scheduled a delivery date that was once changed, but then the second date was set and thats when I received the XXXX XXXX XXXX! XXXX came and delivered the car on XX/XX/XXXX. It came with a XXXX-day tag. It was a smooth delivery. 
This is where the problem started! 
Before the XXXX days tags expired, I started to call and emailed XXXX to see when I would receive my hard tags and also how I would proceed to make my monthly payments. I wanted to see how to set up automated payments and needed to know the exact amount I needed to pay. I didnt receive any information regarding the auto loan or the payment amount. I called almost every day, and everyone I spoke to told me my hard tags were already shipped and I should be receiving them soon. I started to get anxious because all I could think about was getting stopped by the police and getting a ticket because now my XXXX days tags were expired! I still had a life to live so I had no choice but to keep driving with expired tags. After waiting about XXXX months I finally received my hard tags in XX/XX/XXXX, and they expired in XX/XX/XXXX. I was so confused and called XXXX and asked them to explain why I was giving a short time. Here I go calling XXXX again to get clarification on whats going on. I know this is not the normal way of doing a transaction. XXXX told me not to make any payments toward the vehicle at this time and that someone will reach out to me regarding making payments. Then I received an email from XXXX XXXX on XX/XX/XXXX, stating that I had to pay for the months that I had the car since XXXX. I then advised him that Id been calling XXXX since XXXX and I still havent received any information regarding detail about my auto loan and that I cant afford to pay five months of car payments at once, and that I do believe this is XXXX 's mistake. He then emailed me back and stated that my next payment is in XX/XX/XXXX and that XXXX will take care of payments from XXXX XXXX, and that it will take ten days to reflect on the Bridgecrest ( The lender ) account. XXXX emailed me back and said the rebuild process was completed, and my vehicle purchase was finalized. I tried contacting Bridgecrest, the lender, to get detail about my auto loan and my payment arrangement. The lender kept asking me to call back to wait and see if they received the paperwork from XXXX. XXXX and XXXX went by, and I still cant get any information regarding my auto loan. The worst part of all of this is in XX/XX/XXXX a tow truck was in my driveway, and a man knocked on my door for the car keys stating he was picking up my car due to no payment. At that point, I wanted to call my attorney because I knew something was wrong with the situation. I did my part by calling and email getting information about my auto loan. I was so embarrassed because I wasnt able to go to work that day, nor could my kids go to school. I became XXXX  and confused. I tried contacting XXXX and Bridge Crest, and all they told me was to send a letter to a department that was located in AZ, and Im located in Virginia. I had to hurry up and make my way to a car shop and purchase another car. Now Bridgecrest has the nerve to be on my credit report as a voluntary repossession. They even stated that I made a payment on XX/XX/XXXX and XX/XX/XXXX ; HOW? I have never made a payment hence I didnt receive any information regarding my loan. I didnt receive any paperwork from them. I ended up getting a brand-new XXXX and still have a positive standing report for that vehicle as of today. I would never recommend XXXX to anybody. That is a scam company that should be shut down. This is not fair and I would like to get this removed from my credit report.

Company response to consumer: Closed with explanation