Consumer complaint received 2025-11-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Bridgecrest Acceptance Corporation
State: TX

Complaint narrative:
I am a consumer who entered into a retail installment contract with XXXX, which was later assigned to Bridgecrest XXXX XXXX XXXX for servicing and collection. Under that agreement, XXXX repossession rights were expressly limited to actions conducted without breach of the peace as required by Tex. Bus. & Com. Code 9.609 ( b ) and by the contract itself. 

On XX/XX/XXXX XXXX repossession agent came onto my property and attempted to seize my vehicle. I verbally objected to the repossession and withdrew consent for him to enter. Despite my objection, the agent continued the self-help attempt. To reach the vehicle, he maneuvered the scoops of his tow truck toward me, threatening me and forcing me to jump out of the way for my own safety to avoid being struck. He then began hooking up the vehicle. 
At that point, I entered the vehicle to protect my property and to prevent its removal. The agent then lifted the vehicle with me still inside. I feared he might tow the vehicle while I was in it, so I drove it off the scoops to prevent physical harm. Even after that, the agent argued with me, and stated that the police would back him up if they showed up. This incident constitutes a clear breach of the peace and a material breach of the retail-installment contract. I possess video evidence corroborating my account of these events. 

Following the XXXX despite their material breach of contract, Bridgecrest and its agents repeatedly placed my account on repossession status whenever I fell behind on payments, using the threat of repossession to coerce me into making payments under duress. 

In XX/XX/XXXX, XXXX vendor XXXX XXXX XXXX ratified the XXXX conduct rather than correcting it. 

In XX/XX/XXXX Bridgecrest recorded an unauthorized and invalid charge-off of the account even though it had forfeited its contractual and statutory rights to collect or report the debt following its XX/XX/XXXX breach of peace. Bridgecrest continued to represent that the account was active for repossession and collection, despite having no lawful right to enforce or report it. 

In XX/XX/XXXX, Bridgecrests own legal department formally ratified the XXXX breach-of-peace incident by letter, which I have in my possession. That correspondence confirms Bridgecrests approval of the original unlawful conduct. 

After my good-faith efforts to resolve the account, Bridgecrest refused XXXX and claimed I still owed the full principal balance of {$17000.00}. I filed suit on XX/XX/XXXX in XXXX XXXX XXXX at XXXX XXXX. XXXX under the Texas Deceptive Trade Practices Act ( Tex. Bus. & Com. Code 17.46 ) and Texas UCC 9.609 ( b ). CAUSE NO. XXXX Bridgecrest was served on XX/XX/XXXX ; that same day it sent agents to my property in another repossession attempt. 
A scout agent entered my property, left, then circled back around and confronted me about the vehicles ownership. I informed him that I was contesting the repossession, withdrawing any implied or express consent for him to enter, and that litigation was already underway. He stated they were going to come back later and get the car anyway. 
I called the police to document the incident. When officers arrived, a tow-truck operator who had been waiting in an adjacent parking lot followed them down my private easement. 
This operator should have known, based on the scout drivers report, that I was contesting the repossession and had withdrawn any consent for entry, yet he ignored that notice and used the police to ask if I was going to let him do his job and take the car. A clear use of law enforcement to intimidate and coerce me into releasing the vehicle. 

On XX/XX/XXXX, about 18 days after they were served with their citation of the lawsuit I filed, I requested a complete transaction history for my account. 

On XX/XX/XXXX, having still not received the document, I called Bridgecrest to check on the status of the request. Bridgecrest representative stated that an administrative tag had been placed on the account because the principal balance was incorrect and it would be sent once it had been adjusted. 

Finding their reason for the delay suspicious, given no account activity should have occurred on the account since XX/XX/XXXX, I called back on XX/XX/XXXX and was once again informed that the principal balance was incorrect. I was also told that once corrected, Bridgecrest would reopen the installment agreement and remove the car from repossession status. I have recordings of this conversation, and it can be substantiated by Bridgecrest 's own call recording system. 

When I finally received the transaction-history document, not only did the principle balance remain unchanged, it appeared to have been materially altered. It contained chronological impossibilities, mathematical discrepancies, and is missing payments that I can independently verify through my own bank records. The documents irregularities are inconsistent with prior statements made by Bridgecrest employees and further evidence a pattern of deceptive and misleading account reporting. 

Bridgecrests conduct from XXXX through XXXX demonstrates a continuing pattern of : A complete disregard of both state and federal consumer protection law. 
Egregious breach of peace actions Unauthorized charge-off of an account Bridgecrest no longer had any lawful right to collect or report due to material breach of contract False representation of rights under Tex. Bus. & Com. Code 17.46 ( b ) ( 12 ) ; Potential alteration of account records and misrepresentation of balances ; and Retaliatory and coercive repossession efforts after service of lawsuit.

Although Bridgecrest later removed my state-law case to federal court, all claims remain Texas consumer-law claims. I am submitting this complaint so the CFPB can review Bridgecrests ongoing collection and repossession practices and ensure compliance with Federal and Texas consumer-protection laws. 

I can provide documentation, video evidence, phone-call recordings, transaction records, bank statements, and the XXXX ratification of conduct to substantiate any and all claims I have made here today.

Company response to consumer: Closed with explanation