Consumer complaint received 2025-08-01 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Bridgecrest Acceptance Corporation
State: AZ

Complaint narrative:
I purchased a vehicle through XXXX, which uses Bridgecrest as its third-party auto leasing company. After moving to a new state, I visited the DMV to complete a move request form, which was required to initiate the process of transferring my vehicle title in order to register the vehicle. The DMV completed this form for me and confirmed that the completed form should be sent to Bridgecrest so they could mail the title to my states DMV.

What followed was a deeply frustrating series of interactions with Bridgecrest, marked by negligence, improper protocols and processing, lack of acceptable customer service, and poor communication. It wasnt until my seventh or eighth call to them about the same inquiry that I was forced to suggest escalating the issue to their leadership or pursuing legal action just to get them to finally mail the title.


Despite my repeated efforts, I encountered the following issues : Contradictory Instructions : Bridgecrest claimed they needed the DMVs fax number to send paperwork, but multiple DMV managers and staff confirmed they do not use fax to receive customer documents and that this request contradicts their standard operating procedures. I had to explain this to multiple Bridgecrest agents ; some actually suggested that these instructions from the DMV were wrong and that there was nothing they could do to help me.

Inconsistent Information : Each representative gave conflicting answers and instructions. Some took notes to add to my account, others didnt, and I had to restart much of the conversation/request over again to them ; this resulted in multiple contradictions in instructions and information provided to me. Several reps actually mumbled through responses, with their answers almost being incomprehensible at times, leaving me confused and without resolution or a path moving forward.

Dismissive Responses : I was frequently and very rudely told to just call back tomorrow, with no action taken or inquiry/work request logged. It felt like they were trying to end the call rather than help find a resolution or find an answer. The final call resulted in me having to request more than once to escalate my case to the proper level within the company.

Lack of Initiative : I had to initiate every call and even had to politely request that they not only look at my file to confirm they received info, but that they also might want to put in an inquiry/case/work request. A customer having to suggest basic and seemingly universal customer service practices to a customer service representative on multiple occasions is shocking and abhorrent. On multiple occasions, representatives admitted that no progress had been made. This ordeal has dragged on for over three months.

This experience has caused significant professional, personal, and financial hardshipnone of which is my fault. While my states DMV has confirmed receipt of the paperwork finally being sent to them, their processing time is 45 days once the document is received. This is an additional 45 days on top of the over 90 days that I have been trying to get the company to handle what seems like a rather routine and common request. I need the vehicle registered for work.

I have never encountered such poor customer service, and I think this serves as one of the most convoluted, confusing, and truly reprehensible encounters ( let alone series of encounters ) that I have ever experienced from a company in my life. Their first tier/level of customer service appears not to receive proper training or lacks proper and acceptable ways of handling or processing internal work requests. Regardless of this speculation, it still reveals glaring and very serious issues with this company 's practices and treatment and care towards their customers and their needs. I feel completely disregarded by Bridgecrest, yet Im still required to make monthly payments to them on a vehicle that still remains unregistered. I am genuinely at a loss. This situation is unacceptable. I have filed a complaint on this matter with the XXXX XXXX XXXX XXXX XXXX XXXX, in addition to this complaint. There are also many other similar complaints filed and/or negative reviews posted from other customers about the company, so I hope this is taken seriously.

Company response to consumer: Closed with explanation