ComplaintsforBridgecrest

• Initial Complaint

  05/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To Whom This May ********* paid off my vehicle loan in full with Bridgecrest on 4/8/2023. Their customer portal shows the loan has been paid in full. I still have not received the title to my vehicle, vin # ***************** as of 5/29/2023.I spoke to their customer service department multiple times and requested a status update on the title, to which they claimed on multiple occasions that it was already mailed to me weeks ago. I told them that I have not received it yet. I requested that they reissue the title or a lien clearance letter stating that the lien has been satisfied so that I can request a duplicate title from the secretary of state, which they said they would do. The only thing I received in the mail from bridgecrest was a refund check for the overpayment of my loan. I have not received the title, or lien release letter as of 5/29/23. My vehicle registration will expire soon, I need this title or lien release letter in order remove the lienholder from the title with the secretary of state so that I can register the vehicle in my name.Please help me resolve this situation if you can.Regards,*******************

  

  Business response

  06/12/2023

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers concerns. At this time, we have sent our customer a lien release and paid in full letter. Please see attached for a summary of this matter. 

  Customer response

  06/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  04/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had an auto loan with Bridgecrest which I paid off earlier this year. When the loan payoff was calculated, I had a payment due soon that was set up for automatic withdrawal. So that amount was not deducted from the payoff amount, resulting in the lender being overpaid. I was reassured the last payment would simply be refunded to me in the form of a check. I never received that check so I contacted Bridgecrest in February. I was told at that time they would be sending the check immediately.That check was never received. So I contacted Bridgecrest again in March. They told me the check must of been lost in the mail and that they would put a stop payment on that check and issue another one.Again no check was received. April, I called Bridgecrest again and they said they were unable to contact their payments department and advised me to call back.A called Bridgecrest back as instructed. Again, after a lengthy wait I was told the same thing. That they are unable to contact anyone and that they have no further information. Said they would continue to attempt to email and call that department and call me back with an update.Of course no phone call was ever received. I honestly do not know what to do at this point. They don't deny they owe me money, for whatever reason I can't get them to pay me this money. It has been 4 months without a resolution. Please help

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi BBB Team- I purchased a vehicle from Drivetime in Houston TX. Drivetime in exchanged works directly with a Bank called Bridgecrest, who provides financing and of course provides terms and contracts. I have a year and a few months remaining, my value for my vehicle is $2,000.00. I owe a whopping $8000.00 and some change and I've had the car for five years. Robbery. Although I did sign the contract, due to how they calculate the interest and deferred payments of course overtime this has been extended and accelerated. To resolve this issue, I have contacted Bridgecrest numerous times requesting for a possible renegotiation of contract, its short, to reduce up to 3000.00 off total vehicle. They refuse and the remaining amount is unreasonable. They will not forward my information to Paul Kaplan office who handles loans servicing. Also Drivetime advertises you choose your loan plan, however that was the only option I had. It seems you have your Dealership and the one Bank.....really its one company working together. AND THEN ITS THE CUSTOMER. Any assistance is great, I understand this is contract, however there is always amendment and exception. Our world and enconomy is inflated right now, I have been through a pandemic with this loan, there should be no reason for a Buisness to be price gauging as such and not being opened to adjusting and correcting their wrongness to the Consumer who keeps their Buisness going. They Don't Care . Thank You, ***** ** ****** ************

  

  Business response

  04/20/2023

  April 20, 2023
  Destiny Furnival
  Better Business Bureau
  
  Re: Complaint # ********
  
  Dear Ms. ********
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. We have reviewed our customer’s account and confirmed that all remitted payments have been properly allocated toward his account. Please see the following for details.

  Upon receipt of our customer’s complaint, we reviewed the account and confirmed that all applicable state and federal laws have been followed in the administration of the Contract. Additionally, all remitted payments have been allocated and applied appropriately to his account and we are unable to make any adjustments to the amount owed. We made attempts to contact our customer at the number listed on the complaint to discuss his concerns but have not been successful in reaching him.
  
  Bridgecrest thanks the Better Business Bureau for allowing us the opportunity to address this matter. Should you or our customer have any additional questions or concerns, please contact our Customer Relations department at 800-967-8854.
  
  Thank you,
  
  Erica W.
  Agency Specialist

• Initial Complaint

  04/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My husband and I are going through a Chapter 7 Bankruptcy and filed in the beginning of March 2023. We wanted to reaffirm our loan with Bridgecrest and our lawyer sent Bridgecrest the notice to do so. We were two months behind on payments for '17 ****** Outback but I spoke with a Bridgecrest rep and was verbally told that they would reaffirm the loan and extend any past due payments to the end of the loan. My attorney had to send them bk and reaffirmation notice 3x as they kept saying "they never got it". I called Bridgecrest again on March 19, 2023 to confirm they received the letter.. They indicated that they did get the reaffirmation letter now but that they could now not extend past due payments. Instead, I would need to pay the past due balance of $990 before they would reaffirm the loan. I was told that as soon as I paid the past due they would send the reaffirmation letter to my lawyer and I would not owe another payment until after the reaffirmation and new terms were established. I used all the money I had to get my loan current with Bridgecrest but despite this, Bridgecrest then refused to reaffirm loan. Although they did not reaffirm the loan as they has promised, they also denied my bankruptcy status. They kept my balance of the car on record and now also included a past due balance. I have done everything Bridgecrest asked of me but they have failed to do what they indicated they would. Now I have a loan with Bridgecrest in limbo and the cutoff to reaffirm the loan has since passed. I want to keep my car and pay off the loan, but Bridgecrest has not honored their promises to me about the reaffirmation or the extended payments. They are also not following Bankruptcy law if they do intend not to reaffirm the loan

  

  Business response

  04/07/2023

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
  customers concerns. We can confirm that we have followed all policies, procedures, and
  applicable laws in the administration of our customers Retail Installment Contract and Security
  Agreement (Contract). Please see the following for details.

  Customer response

  04/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  01/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ON NOVEMBER 1, 2022 I PROCESSED MY FIRST INITIAL PAYMENT FOR BRIDGECREST USING THE CARVANA APP. AFTER, NOTICING THE PAYMENT WAS NOT PROCESSED BY BRIDGECREST NOVEMBER 1, 2022, AFT ER CALLING BRIDGECREST CUSTOMER SERVICE TO INQUIRY WHY PAYMENT WAS NOT PROCESSED, I NOTICED 2 CHARGES FOR THE SAME AMOUNT REFLECTED ON THE SAME DAY. I CALLED TO REQUEST A REFUND FOR ONE OF THE PAYMENTS. I HAD TO PROVE I PAID BOTH PAYMENTS OPPOSED TO REVERSAL. i DID GET MY MONEY BACK HOWEVER THEY REFUSED TO RESERVE THE NSF OF $15.00 WHICH I REFUSE TO PAY. ON DECEMBER 27, 2022, I CALLED CUSTOMER SERVICE ASKING FOR AUTO PAY TO BE REMOVED. I'D DISCONTINUED USING THE CARVANA APP TO MAKE A PAYMENT. I WANTED TO SETUP AUTO PAY USING THE BRIDGECREST APP TO SET UP AUTOPAY. AFTER SETTING THE APP UP FOR USE, I ATTEMPTED TO SET UP AUTO PAY BY SELECTING ###-### AFTER WHICH IT SAID THANK YOU FOR YOUR PAYMENT. I WAS LIKE, 'WHAT PAYMENT'. I DID NOT PUT ANY PAYMENT INFORMATION IN TO EVEN MAKE A PAYMENT. TO PREVENT WHAT HAPPEN PREVIOUSLY, I CHOSE TO WAIT. IN MY WAITING, I RECEIVED A NOTICED FROM MY BANK TELLING ME A PAYMENT TO BRIDGECREST WAS RETURNED. I WAS FLOORED. AFTER I CALLED TO REQUEST THEM TO REMOVE MY PAYMENT INFORMATION, THEY RETAINED IT. LIKE PREVIOUSLY, I REFUSE TO PAY A NSF ESPECIALLY WHEN I VERBALLY ASKED BRIDGECREST TO REMOVE IT AND THEREFORE CHARGED ME. I HAVE CALLED THEM 4 FOUR TIMES JANUARY 10, 2023. EACH REPRESENTATIVE HANGS UP THE PHONE ON ME WITHOUT RESOLVING MY CONCERN. I AM REACHING OUT T YOU, BBB, FOR FURTHER ASSISTANCE. THANK YOU.

  

  Business response

  01/17/2023

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. 

• Initial Complaint

  01/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/29 bridgcrest charged a card I haven't used in years not my card not normal how I make my payments honestly was not aware they still had that info seeing as how I don't use it haven't used it in awhile they had no permission using it I called they claimed it was a system error that resulted in a declined transaction on accounts that no cards where actually credit or debited but clearly was not the case the card was debited was declined but still the answer I got about them an why they charged that card was very vague I asked how they even still how that info because it was not supposed to be kept on file they have also locked me out of viewing my account with them therefore I am unable to see my amount let I get no statements of charges I probably will pay a 30 fee for a declined charge there system did but I can't even see that worst company ever to deal with I just want to be able to see my balance the last letter I've received from them was March 2 2022 last email was the pic attached I get the thank you for your payment with my account number but if I try to login to see my account it's not there as far as I know they could be adding more charges an I could never see because they don't show any form of statements

  

  Business response

  01/19/2023

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. At this time, we can confirm that due to an error with a third-party payment processer, there was an unsuccessful attempt to withdraw a payment from our customer’s account. We have reviewed his additional concerns and confirmed we have followed all policies, procedures, and applicable laws in the administration of the account. Please see the attachment for details.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Fri 6/10, I called Bridgecrest as I thought I was late on my payment. When I called, I had already scheduled a payment for the past due amount, which was to pay around 6/10, which had not processed (the normal process time is about 4-5 days) and wanted to discuss payment options for my June payment. The rep I spoke to told me I only owed $5.00, and that other than that, I was up to date and did not have a payment due, after the $5.00, until 6/24/22. So I took the money out of my checking account and let that 6/10 payment go through and get returned. I have been unemployed since Feb 2022, have been making regular payments but after being unemployed for several months, I was more than thrilled to have an extra $440 that I could use to pay other items that were also due. Today, I received a call that I was past due and needed to pay asap. I was totally confused - just 5 days ago, I only owed $5. The rep argued with me and told me that I had returned payment but no matter how I tried to explain the 6/10/22 call, she would not listen so I hung up. I called back, same no interest from that rep but I told her that Bridgecrest needed to listed to the 6/10/22 call and then let me know what they could do. Their rep said I only owed $5 which I paid on that day. The rep said the supervisor would review the call from 6/10 and call me back within 15-20 minutes. That was over an hour ago and no return call or options for paying. Now, I'm afraid they will just come take the car and being out of work, that would be very detrimental for my family. I called trying to work with them, I was given the incorrect info and now, the car could be gone today - all because of what their rep told me. As an FYI, my daughter was sitting with me when I made the call due to a broken rib I have from a recent accident, and it was on speaker phone so I do have a witness. I also sent a text to my son telling him the good news because right now, his job is keeping us going.

  

  Business response

  06/24/2022

  Thank you for bringing this matter to our attention. Bridgecrest appreciates the opportunity to 
  address our customer’s concerns. Please see the following details.
  On May 24, 2020, our customer entered into Retail Installment Contract and Security Agreement
  (Contract) when she purchased a 2012 Infiniti EX Sport from Carvana. The account was 
  subsequently assigned to Bridgecrest. At the time of sale, she agreed to remit 68 monthly payments 
  of $453.00, beginning June 24, 2020, and one final payment of $441.83. 
  On May 25, 2022, our customer logged into her self-service portal on Bridgecrest.com and post?dated a one-time payment of $442.00 to be automatically drafted from her debit card June 9. We 
  can confirm that the payment was systematically processed on June 9 and applied to her account.
  On June 10, 2022, our customer contacted us and notified that she had been unemployed since 
  February and was unable to remit her upcoming payment. Our customer requested a payment
  extension and stated she would make the payment upon receiving her first paycheck. Bridgecrest 
  reviewed her account and informed her the account was delinquent in the amount of $5.00. 
  Furthermore, upon remitting the $5.00 payment, her account would be current.
  On the same day, our customer logged into her self-service portal on Bridgecrest.com and remitted 
  a one-time payment of $5.00 using her bank account and routing number; we systematically 
  emailed her payment confirmation to her address on file.
  On June 13, 2022, we received notice from her bank that the June 9 payment of $442.00 returned 
  as insufficient funds

• Initial Complaint

  05/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On April 14, 2022 my refinance company approved a new loan for my vehicle that was financed through Bridgecrest. A pay off quote was obtained several times by *********** from bridgecrest. The final pay off quote provided was for the amount of $22, ******. My new lender American Heritage FCU provided a full payment of this amount to Bridgecrest on April 19, 2022 at 654am. My Bridgecrest account showed to be paid in full for a different amount of $22, ******. I cancelled my auto payment as it appeared my account was paid in full. April 20, 2022 Bridgecrest charged my account $140 for what they claim is Interest Charges, plus an additional $15 for a non-sufficient payment on this same day. May 4, 2022 I was charged another $5 for non-payment. I have called Bridgecrest multiple times to address the issue of why I am continuing to be charge when my loan is paid in full. I was told someone is looking into and to call back. I called bridgecrest on May 13, 2022 to receive an update on my account. I was told my account was being investigated and to call by May 16, 2022. I called back May 17, 2022 and was told I needed to contact Carvana to cancel my ************* plan (which i did not have),to call Ally to cancel my GAP ********************** I cancelled my GAP insurance and my reimbursement check of $772 was sent to Bridgecrest as they have not closed my account. I contacted Carvana who agreed to call Bridgecrest on a conference call with me to figure out these issues. After being on the phone for one hour, I learned $587.73 is missing from my account of what American Heritage FCU paid to Bridgecrest and what Bridgecrest has applied to my account. Bridgecrest continues to enforce I pay a balance that I do not owe. My account shows multiple different amounts owed by me, which are all false as my vehicle loan has been paid in full. I have amounts of $265.48 due immediately, $448.20 due by May 31, 2022 and my credit report shows I owe $514. I have all documentation needed.

  

  Business response

  06/02/2022

  Additionally,we requested the suppression of her credit reporting to the credit reporting agencys (CRAs), while the internal audit of the account is in process. At this time, we will continue to monitor the account to ensure the process is handled within all established internal timeframes and per our standard policy and procedures. 

  Customer response

  06/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a car loan through Bridgecrest (Acct ****) and refinanced the loan through **** Federal Credit Union on 1-21-2022. The loan has been paid off by **** Federal Credit Union for nearly 5 months. I receive a letter from the current lien holder (****) stating that my loan will go into default in 15 days because the title still has not been released. Bridgecrest was supposed to release the title to : **** Federal Credit Union ************************************************** when they received the full payment for the car. I have never received the title for VIN#***************** and neither has the lien holder. You have your money so where is my title? If you have lost my title that I have already paid you for I am willing to purchase a duplicate to be sent to the lien-holder so you do not hurt my credit score when I paid off my loan in less than a month. Please just tell me what I need to do or what it is going to cost me for Bridgecrest to do their job.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I think Bridgecrest is stealing my money.My car was totaled in May 2021 and after some time, my insurance sent a payment of $18,889.16 on 8/25/21 to Bridgecrest to pay off the loan. This amount was applied to my account on 8/31/21.Bridgecrest then advised of a remaining balance of $465.92 as of 9/1/21. My insurer then submitted a second payment of $468.62 on 9/7/21 to clear the balance. After my account closed as a result of being paid off. My warranty was cancelled and a balance of $411.17 was sent to Bridgecrest on 9/3/21. Then my GAP insurance cancelled and a balance of $1,310.24 was sent to Bridgecrest on 9/14/21. The total amount of $1,721.41 was supposed to be refunded to me and I have documents from Bridgecrest to prove that.Several other agents and managers have agreed on this fact up until now, and I've been waiting on this check ever since. However, after calling in to get an update, another manager told me an amount for only $468.62 was being refunded to me. The manager had no explanation and told me he "exhausted all options to assist".This is unacceptable. I paid my **** on time, every time and was never a *********************. But now Bridgecrest is trying to short me $1,252.79. On top of that, I've already been waiting on this check for about 3 months.It is clear to me that Bridgecrest does not have their customer's best interest at heart and judging from other reviews and my own experience, they are committing fraud. If this matter does not resolve within a week, then I will pursue a lawsuit with my attorney.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩