Complaints

This profile includes complaints for Bridgecrest's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Bridgecrest has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Bridgecrest

  1720 W Rio Salado Pkwy Tempe, AZ 85281

  
• 

  Bridgecrest

  15001 Faa Blvd Fort Worth, TX 76155-2251

• 

  Bridgecrest

  15001 Trinity Blvd Fort Worth, TX 76155-2647

• 

  Bridgecrest

  7300 E Hampton Ave Ste 100 Mesa, AZ 85209-3324

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was recently repossessed and I paid the full amount to the company to retrieve my vehicle. This company refuses to allow me to get my car because of the payment method that was an option for me to use. Now they are saying they have to hold my money for 10 business days until the payment gets reversed. Or I need to make a double payment. This information was not told to me at the time of payment and this issue will cause me to loose my job if I have no transportation. It’s not right for them to hold my car and my money and telling me I need to call back in 10 business days to get a new quote to see how much I need to pay to get my car back that’s not right

  

  Business Response

  Date: 08/15/2024

  Upon
  receipt of our customer’s concerns, we reviewed our records and confirmed that
  all policies and procedures were followed in the servicing of the account. At
  this time, as a goodwill gesture, we elected to release our customer’s vehicle
  and reinstate her account at no further cost. On August 12, 2024, we spoke with
  our customer to discuss her concerns and relay the above information. The call
  ended amicably.

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom This May concern, paid off my vehicle loan in full with Bridgecrest on 4/27/2024. Their customer portal shows the loan has been paid in full. I still have not received the title to my vehicle, vin # ***************** as of 7/09/2024.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. I have not received the title. Please help me resolve this situation if you can.Regards, *******

  

  Business Response

  Date: 07/23/2024

  Upon
  receipt of our customer’s complaint, we reviewed the account and confirmed all
  policies and procedures were followed in the lien release process. We encourage
  our customer to work with his local DMV for a duplicate title. Should he be in
  need of an additional lien release, he may contact us at the number below for
  further assistance. We attempted to contact our customer to discuss his concerns
  and relay the above information, however, we were unsuccessful in reaching him. 

• Initial Complaint

  Date:06/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Bridgecrest formerly known as drivetime I do not have a contract with Bridgecrest , and they did not provide me with the original contract as requested numerous times!

  

  Business Response

  Date: 06/21/2024

  
  June 21, 2024
  
  *******************************
  Better Business Bureau
  
  Re:Complaint # ********
  
  Dear ********************,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers concerns. We can confirm that we are accurately reporting our customers account to the ********************** reporting agencies (CRAs). Please see the following details. 

  Upon receipt of our customers complaint, we attempted to contact her to discuss her concerns but were unsuccessful in reaching her. We can confirm that we are accurately reporting her account to the CRAs and have followed all applicable laws in the administration of her account. At this time, we are unable to accommodate our customers request to alter our accurate reporting of her tradeline. However, should our customer wish to pursue a claim of identity theft, we encourage her to provide legible copies of her valid drivers license or government issued ID, social security card,and a completed copy of an FTC identity theft report available at www.IdentityTheft.gov or a theft affidavit, to ******************************* to further our investigation. 
  
  Bridgecrest thanks the Better Business Bureau for the opportunity to address this matter. Should you or our customer have any additional questions, please contact our Customer ******************** at **************.
  
  Sincerely,
  
  **************
  Agency Specialist

• Initial Complaint

  Date:05/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:04/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:04/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/01/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 01/17/2023

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

• Initial Complaint

  Date:01/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.