Bridgecrest complaints

On July 30, 2025, the Customer entered a Retail Installment Contract ("Contract") when they purchased a 2017 Honda Accord from DriveTime. The account was subsequently assigned to Bridgecrest. At the time of purchase, the Customer agreed to remit monthly payments of $501.24 beginning September 3, 2025. Our records indicate that, on April 1, 2, and 3, 2026, the self-service portal was logged into under the sole registered user, the primary account holder and each time a payment was remitted. A onetime automated clearing house ("ACH") payment was remitted On April 1, and the following two were separate debit card payments. On April 3, 2026, the ACH payment returned unfunded under reason code: insufficient funds. On April 4, 2026, the Customer contacted us to report a duplicate payment was debited and requested a refund. We explained our refund process should they wish to pursue the option, which included a waiting period for confirmation the funds cleared. On April 17, we processed an electronic refund check, however it was later confirmed that no refund was owed to the Customer. This was due to the payment amount being returned from the Customer's banking institution's as unfunded on April 28, 2026. Therefore, the refund check was voided. Upon receipt of the Customer's complaint, we reviewed the account and confirmed that on May 1, 2026, as a gesture of goodwill, we waived one returned payment fee totaling $15.00 as a onetime courtesy. On May 18, 2026, we attempted to contact the Customer to discuss the concerns and the abovementioned information; however, we were unable to reach them. Bridgecrest thanks the Business Consumer Alliance for the opportunity to address this matter. Should you or the Customer have any questions, please contact our Customer Relations Department at 800-967-8854 from 6am-7pm PT.

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August 18, 2025 Business Consumer Alliance To Whom It May Concern: Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer's concerns. Please see the following for details. On June 18, 2025, our customer entered a Retail Installment Contract (Contract), when she purchased a 2018 Jeep Renegade from DriveTime. The account was subsequently assigned to Bridgecrest. Bridgecrest offers several payment options for our customers convenience. To remit a payment without a processing fee, our customers may: enroll in Bridgecrest AutoPay, pay online with their checking/savings account, use their bank's 'Bill Pay' option, or mail a check or money order to Bridgecrest at PO BOX 842695, Los Angeles, CA 90084-2695. Additionally, payments may be remitted via phone with our Customer Service department utilizing a debit card or checking/savings account, which is processed through a third-party. A third-party processing fee may apply. Our customers may also pay via MoneyGram, or in-person via CheckFreePay locations. On August 2, 2025, our customer contacted us to inquire about enrolling in AutoPay. During the call, she expressed difficulty accessing the self-service portal through the mobile app. Unfortunately, the call was disconnected prematurely, and we were unable to assist with troubleshooting. Upon receipt of our customer's complaint, on August 7, 2025, we contacted our customer to discuss the concerns; however, as she was at work, we were unable to complete any troubleshooting steps. We advised her to uninstall and reinstall the app and encouraged her to contact us at the number provided should she continue to experience issues. Bridgecrest thanks the Business Consumer Alliance for allowing us the opportunity to address this matter. Should you have any questions, please contact our Customer Relations department at 800-967-8854. Thank you, Ashley H. Agency Specialist

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