Consumer complaint received 2025-01-27 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Damage caused or loss of personal items in vehicle during the actual repossession
Company: Bridgecrest Acceptance Corporation
State: TX

Complaint narrative:
I am filing this complaint regarding Bridgecrests handling of the repossession of my XXXX  XXXX XXXX ( XXXX : REF XXXX ) and the numerous issues arising from their lack of transparency, failure to address prior complaints, and unjustified, hasty act of repossession. I object to the lack of access to my vehicle, Bridgecrests failure to reply to my previous inquiries, and the unnecessary move to repossession given that I was only marginally outside the terms of my repayment contract. 

Bridgecrest has refused to provide clear answers to my questions, including those concerning the exact nature of the contract privity between themselves and XXXX XXXX. This lack of clarity has had a direct impact on my ability to maintain timely payments. 

XXXXXXXX XXXX involvement in this matter, as described in their publicly available FAQs, delayed payments beyond a hardship period, and Bridgecrest has failed to explain their accountability or role in this delay. It appears Bridgecrests failure to coordinate properly with XXXX contributed significantly to the circumstances leading to repossession. Their lack of communication and refusal to address these issues reflects a disregard for the contractual and financial difficulties they have caused. 

Bridgecrest has charged me a {$600.00} repossession fee, which is excessive and unjustified given the circumstances. I also maintain that the repossession was unnecessary and conducted without proper notice or reasonable alternatives. Despite my good faith efforts, Bridgecrest repossessed my vehicle instead of offering workable solutions. Additionally, I have been denied access to my personal property within the vehicle and have been provided no explanation for this ongoing denial. 

The payoff balance listed by Bridgecrest is {$18000.00}, while XXXX XXXX has offered {$15000.00} to purchase the vehicle. I maintain that this {$15000.00} should be applied to the payoff, leaving me responsible only for the difference of {$2600.00}. Bridgecrest has not provided any explanation for how they calculated the payoff balance or accounted for prior payments. I demand a full account of my payment history, including how payments were applied, all fees and interest charged, and any adjustments made to my account. Without this information, I can not confirm the validity of the amount Bridgecrest claims I owe. 

I also require proof that the XXXX XXXX XXXX ( XXXX ) or any other third-party service involved in the repossession has complied fully with all applicable federal and Texas laws XXXX This includes proof that XXXX  holds the required licenses to conduct repossession activities, such as a Private Investigator License and Towing Operator License, and that these licenses were valid at the time of the repossession. I demand evidence that XXXX  use of surveillance technology, such as XXXX XXXX XXXX ( XXXX  ), was lawful and did not involve unauthorized monitoring or intrusion onto private property in violation of Texas Penal Code and federal privacy laws. 

I assert that repossession was not conducted peaceably and without damage to property, as required by Texas law. Property damage occurred to my neighbors property during the repossession, which constitutes a breach of the peace. 

Bridgecrest must also issue timely and accurate post-repossession notices and provide proof that no excessive or improper fees were added. The {$600.00} repossession fee is excessive. 

These notices must include detailed information about any public or private sale of the vehicle and ensure compliance with all consumer protection laws. 

Bridgecrests repeated failure to address my complaints, provide access to my vehicle, or explain the privity of contract issues with XXXX XXXX has caused unnecessary financial and emotional harm. Their lack of transparency and failure to engage in good faith resolution efforts is unacceptable. They act in a manner consistent with targeting consumers to collect vehicles and payments, rather than allow reasonable repayment to occur. 

I am due all relevant documentation. This response must address : 1. A full account history showing all payments made, fees and interest applied, and any adjustments to the loan. This in their own notice, which arrived late.

2. Justification for the {$600.00} repossession fee and an explanation of how both the reinstatement and payoff balance was calculated. 

XXXX. Proof of XXXX  compliance with all legal and regulatory requirements, including proper licensing, lawful surveillance practices, and peaceable repossession. 

XXXX. A clear explanation of the contract privity with XXXX XXXX and their role in the payment delays caused during my hardship period. 

Hoping for assistance in resolution.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation