Consumer complaint received 2025-07-16 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Bridgecrest Acceptance Corporation
State: GA

Complaint narrative:
Misrepresentation, Warranty Negligence, and Unresolved Auto Loan Involving XXXX, Bridgecrest  & XXXX To Whom It May Concern : I am filing a formal complaint against XXXX, its financing arm Bridgecrest, and their warranty provider XXXX XXXX, for the mishandling of a defective vehicle I purchased on XX/XX/XXXX, and for the resulting financial harm, emotional distress, and unresolved loan obligation I am facing. 

I am overwhelmed, stressed, and deeply concerned about the lack of accountability across all three companies involved. I am now trapped in an auto loan for a vehicle that has been undrivable for most of the time Ive owned it, and I no longer wish to keep this vehicle. 

PURCHASE TIMELINE & VEHICLE ISSUES XX/XX/XXXX Overcharged and Misled I purchased a XXXX XXXX XXXX XXXX from XXXX for {$25000.00} and traded in my previous vehicle worth {$2400.00}. However, the full {$25000.00} was still financed through Bridgecrest, and I was never credited for my trade-in a discrepancy that has never been properly explained. 

Also, the email quote I received from XXXX was lower than the final sale price. When I raised this concern, I was treated as if I fabricated the email and interrogated, despite forwarding the original message. I was told it was a mistake and dismissed without apology. 

XX/XX/XXXX Unsafe Driving, XXXX Visit Provided No Help On or around XX/XX/XXXX, while driving from Florida to Georgia, I experienced violent jerking and surging whenever I braked especially downhill or at stoplights. I took the vehicle to XXXX in XXXX, which was the repair facility recommended by XXXX at that time. 

XXXX  inspection found nothing conclusive. They told me to simply disable the automatic driving feature ( auto start/stop ) to stop the jerking. This was clearly a temporary and unsafe workaround, not a true fix. The jerking worsened after that, making the vehicle feel dangerous to drive, especially with my children in the vehicle. 

XX/XX/XXXX Referred to XXXX, No Loaner Provided After I contacted XXXX again, I was told the 7-day return period had passed and was referred to XXXX XXXX in XXXX. The earliest available appointment was XX/XX/XXXX. I dropped the vehicle off, but no loaner was provided, leaving my family without transportation for two weeks even as I continued to pay the loan and insurance on a disabled vehicle. 

XXXX Refused Rental Help, Gave Conflicting Information XXXX told me Id need to pay upfront for a rental and get reimbursed later. I explained that I was already paying for hotels, childcare, and a broken vehicle loan. They refused to help and failed to follow up, despite multiple urgent calls. 

XX/XX/XXXX XXXX Waited for Repair Approval On XX/XX/XXXX, XXXX provided me a loaner vehicle. Over the next XXXX weeks, XXXX told me they sent diagnostics, photos, and videos to XXXX multiple times ( XX/XX/XXXX, XXXX, XXXX, XXXX, and XXXX ) but received no response. 

On XX/XX/XXXX, a XXXX rep named XXXX told me the repairs had been approved back on XX/XX/XXXX and blamed XXXX for the delay. But XXXX confirmed this was false, and XXXX XXXX never responded to the XX/XX/XXXX submission. 

Later, another rep named XXXX admitted that repairs still werent approved even after reviewing the diagnostic evidence. 

XX/XX/XXXX More Delays and Confusion On XX/XX/XXXX, XXXX informed me that SilverRock initially approved an aftermarket transmission, then changed course and required an overhaul of the original instead delaying the repairs further. It has now been over XXXX weeks since the vehicle broke down. 

I DO NOT WANT THIS VEHICLE Ive only driven the vehicle for under XXXX weeks since purchasing it. The rest of the time its been undrivable and in repair limbo. XXXX recently offered to buy it back for {$17000.00}, which is {$8300.00} less than the sale price, not including my {$2400.00} trade-in or months of lost time and expense. 

This low offer proves they are aware the vehicle was defective, misrepresented, and unsafe. I do not want this vehicle and believe the loan should be canceled. 

ADDITIONAL PROBLEMS Paint peels off when wiped Interior buttons are sticky Key fob frequently malfunctions Still not registered in Georgia {$120.00} title fee charged after being told it was included {$200.00} detailing reimbursement never issued despite multiple confirmations Warranty expires XX/XX/XXXX, while the car is still undrivable Supporting Documentation Available : Purchase invoice & Bridgecrest XXXX Screenshots of price discrepancy email Photos & diagnostics from XXXX XXXX with Carvana and SilverRock Complaint confirmations XXXX XXXX, XXXX, CFPB ) Photos showing physical defects This situation has caused my family enormous financial and emotional distress. I urge your office to investigate and assist in resolving this matter. 

Sincerely, XXXX XXXX XXXX, GA XXXX XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation