Consumer complaint received 2025-07-03 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: PA

Complaint narrative:
Vehicle : XXXX XXXX XXXX XXXX Dear Bridgecrest Customer Relations, This letter serves as my final good-faith effort to resolve the matter regarding the cancellation of my GAP insurance and Vehicle Service Contract ( VSC ) in connection with the above-referenced account. While I acknowledge Bridgecrests response submitted to the Consumer Financial Protection Bureau, your explanation fails to account for several key facts and raises serious concerns regarding your business practices and duty of disclosure. 

Key Timeline and Issues : - On XX/XX/XXXX, and again on XX/XX/XXXX, I submitted payments of {$330.00} each to hold my vehicle and prevent it from being sold at auction. I was expressly told that each payment would extend my vehicle hold by seven ( 7 ) days. 
- These payments were made in good faith and with the clear intention of bringing my account current and reinstating my loan. During this time, I was actively communicating with Bridgecrest to retain my vehicle and fulfill my obligations. 
- Despite these payments, Bridgecrest proceeded to cancel both my GAP and VSC coverages on XX/XX/XXXX, without notifying me. They then allowed me to submit another good faith payment on XX/XX/XXXX, without disclosing that my services had already been canceled. 
- When I paid the full reinstatement amount of {$3000.00} on XX/XX/XXXX, and regained possession of my vehicle on XX/XX/XXXX, I was not informed of any changes to my contract, including the cancellation of my protections. 
- We did not learn that the VSC coverage had been canceled until the engine overheated on XX/XX/XXXX. The vehicle had to be towed to our mechanic, who informed us the repair would have been covered under the VSC. XXXX, the warranty provider, stated the policy had been canceled. When I contacted XXXX directly, they stated Bridgecrest could reinstate the policy. However, Bridgecrest denied having the ability to do so. I was left in the middle and given the runaround with no resolution. 

Material Omission & Lack of Disclosure : Bridgecrests failure to provide timely notice of the cancellation of coverage constitutes a material omission, which : - Deprived me of coverage I had already paid for as part of my finance agreement ; - Prevented me from taking steps to restore that coverage ; - Violated reasonable consumer expectations and potentially the Unfair Trade Practices and Consumer Protection Law ( UTPCPL ) of Pennsylvania. 

Refunds issued from the GAP and VSC contracts were applied to the loan principal without disclosure or consent. While such application may technically be permitted, transparency and proper communication are still required. Bridgecrest had numerous opportunitiesparticularly during reinstatementto inform me of the status of these protections. The failure to do so caused real financial risk and emotional stress.

Proposed Resolution : To resolve this matter without court action, I am requesting the following : 1. A direct refund of the total GAP and VSC reimbursement amounts : {$1400.00} + {$850.00} = {$2200.00} ; 2. A written acknowledgment that the protections were canceled without proper notice and that I was never informed of any option to reinstate them ; 3. Immediate removal of the loan balance due to improper servicing and failure to provide contractual protections ; 4. Alternatively, repair of the vehicle and return of possession to me, along with reinstatement of the protections or the ability to repurchase them.

If I do not receive a response within 10 business days of receipt of this letter, I will move forward with filing a civil complaint in the XXXX County Court of Common Pleas. I will also consider additional complaints to the XXXX  Attorney General, the XXXX  Department of Insurance, and the Better Business Bureau, citing Bridgecrests lack of transparency and unfair business practices.

Company response to consumer: Closed with explanation