Consumer complaint received 2025-07-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Bridgecrest Acceptance Corporation
State: WV

Complaint narrative:
I financed a XXXX XXXX XXXX through XXXX, with Bridgecrest as the lender. When I picked up the vehicle from XXXX Pennsylvania location, the tire pressure warning light (! ) was already on. I was the last appointment of the day, and the building was closing as I walked out, so there was no one available to report the issue to. Of course, I thought no big deal but this light stays on still to this day no matter how full of air my tires are. 

Shortly after my XXXX warranty expired, the car developed a front-end issue that slowly began eating through tires. Over the past year, Ive taken it to the shop three times, and it has only gotten worse. In XX/XX/XXXX, the car wore out two brand-new front tires in under XXXX miles. The threads are showing and the car never destroyed them like that before. I havent driven it since. Its unsafe, and Im afraid to take it anywhere in fear of the tire blowing and causing an accident. Its now parked in my driveway, unused. 

In XX/XX/XXXX, I had already been making biweekly catch-up payments for at least a month when I reached out to Bridgecrest. I had accidentally selected the wrong payment date in their system and had received a repossession warning. I contacted them to get the date corrected and avoid any issues. I had never received a repo notice until I started paying them biweekly. The more I would pay, the more repo notices I would get. Which I would somehow manage to pay, because I needed that car to get to work, go to the grocery store, or pick my kids up from XXXX 

During that same conversation, I reported a voicemail left by a Bridgecrest representative where I was called a XXXX and other profanity for not answering their calls. The man in the voicemail identified as XXXX calling from bridgecrest. He asked for a callback and thought he hung up the phone. You can clearly hear at the end money XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX. He sounded extremely menacing, almost as if I had owed HIM money! I still have the voicemail saved. I informed them in writing, and they ignored it completely. 

At this time, Bridgecrest was calling me twice a day and also contacted my husbands mother-in-law in XXXX someone I had never met and who was never listed as a reference. I wasnt even with my husband when I purchased the vehicle, and his family was not involved in the loan. We had eloped and been married for a month before they somehow got her number. He doesnt even hardly talk to dads side of the family either. Bridgecrests outreach was completely inappropriate and invasive. 

Ive been fully caught up on payments since XXXX or XX/XX/XXXXXXXX  and continue paying $ XXXX, even though the car is undrivable. In XX/XX/XXXX, I contacted Bridgecrest again to ask about hardship options or any possible loan relief due to the ongoing mechanical issues. I was told no programs were available because Ive been responsible and paying my full monthly bill. 

Since receiving the voicemail where I was called a XXXX XXXX and other profanities, Ive felt deeply uncomfortable communicating with Bridgecrest. Their treatment has made me anxious and uneasy. I blocked their number because I no longer felt safe or respected during phone interactions. All of my contact with them has remained in writing to protect myself. I do have the voicemail their representative left saved to my files. I have attached them all with this complaint. 

Despite my efforts to work with them, Bridgecrest has failed to offer support, ignored my report of verbal harassment, and continues to demand full payment for a car that is not safe to drive. Their actions feel punitive, unethical, and dismissive, and Im filing this complaint to seek accountability and relief. That voicemail honestly has caused me so much stress, XXXX  and fear working with lenders or car dealerships because of this. I was super embarrassed and humiliated when my in laws called my husband and told him some company called bridgecrest called us trying to get ahold of your wife. Imagine what an impression they had. Not only did their son elope with a woman they hardly knew let alone knew of, and now a collection company is calling them in regards to me! I can only imagine how they treat their other customers. I truly feel if I was a male, that their customer representative would not have felt so comfortable saying those things about me in the voicemail inclosed in this complaint.

Company response to consumer: Closed with explanation