FAQ | Bridgecrest.com

Frequently Asked Questions about Bridgecrest

My Profile

How can I update my street address, phone number, or email address?

Please login to your Bridgecrest.com account and click the Account Settings link at the top of the page. Click the Manage Phone, Manage Email, or Manage Address to update your information.

How do I make a legal name - change (for example, I just got married and changed my name)?

Please fax copies of your legal documents to the Customer Service fax number: 866-895-3504. Be sure to include your Account number.

How do I remove the primary/co-buyer or co-signer from this Account?

When two people apply for joint credit to purchase a vehicle, you both agreed to pay back the money that was borrowed. Bridgecrest is unable to release one or both of you from this promise. Both people are liable for the debt. A divorce, for example, will not void this contract, even if a divorce decree directs one person to pay and not the other. If the spouse required to pay Bridgecrest does not, Bridgecrest can still require the other spouse to pay. If this spouse does pay, he or she can seek reimbursement from the spouse required to pay by the divorce decree.

What if I want to have someone other than me talk to you about my Bridgecrest Account?

For a quick response, please login to your Bridgecrest account and use the Contact Us tab to email us your questions. Within your email, be sure to include the full name of the person you authorize us to speak with regarding your account. If we have any questions or need more information, we may contact you.

What do I do if I have a question about something on my credit report?

Please use the Contact Us tab to email us your questions. If you have any documents you want us to review, please fax your documents to the Customer Service fax number: 866-895-3504. Be sure to include your account number and the update you are requesting.

What are call windows?

Call windows is a tool to improve your customer experience. You will have an opportunity to select the best time that we may call you on your cell phone.

How do I obtain a copy of important documents?

For a quick response, please login to your Bridgecrest account and use the Contact Us tab to email us your questions. When completing the email form, please select the “Document Request” reason and be sure to list the document(s) you are requesting, and how you would like the information sent to you (e.g. email, mail, fax).

Who are DT Acceptance and DT Credit Company? Are they affiliated with you?

DT Acceptance and DT Credit Company are the the company names we previously used for Bridgecrest Acceptance and Bridgecrest Credit Company, respectively. Bridgecrest Acceptance provides financing to consumers and assists them with making payments on their accounts, and Bridgecrest Credit is a loan servicing company (basically, a company that only assists customers with making payments on their accounts).

My Payments

How can I make a payment without paying a fee?

You have several options to make a payment without a fee: enroll in Bridgecrest AutoPay, pay online with your checking/savings account, use your bank ‘Bill Pay’ option, or mail your check or money order to Bridgecrest at PO BOX 842695, Los Angeles, CA 90084-2695. For more information access the Payments Options tab and click on desired payment method.

How do I enroll in Bridgecrest AutoPay?

Enrolling and managing your account has never been easier. Please login to your Bridgecrest.com account, select the Account Settings link and click the AutoPay button. Your eligible accounts will be displayed. Choose the accounts you want to enroll and we will walk you step-by-step through the simple process. If you have multiple accounts, you will need to enroll each one separately. Once you’ve completed the process, we will send you a confirmation email with all your details.

NOTE: It can take up to 48 hours to process an enrollment.

How can I cancel my Bridgecrest AutoPay?

Please login to your Bridgecrest.com account and access the Account Settings link, click the AutoPay button, click the Un-enroll link and complete the AutoPay cancelation form.

How can I cancel a Post Dated Check?

Please call Customer Service: 800-967-8526. Cancellations must be requested by phone at least 48 hours prior to the scheduled draft date from your bank account.

Can I make a payment a few days late?

Your contract has a ‘No Grace Period’ clause which means you will owe additional interest, and possibly late fees, if you do not make your payments according to the scheduled due dates. If you know you will need to make a payment arrangement, login to your Bridgecrest account to set a future dated payment. If you need additional assistance, call Bridgecrest.

What is your NSF policy?

As of June 10th, 2012, the lower of the state maximum fee or a $15.00 fee will be assessed in the event a check is made payable to Bridgecrest and is returned from the bank as dishonored or non-sufficient funds (NSF) or an Automated Clearing House (ACH) debit transaction initiated by Bridgecrest is declined due to non-sufficient funds (NSF). Additionally, any payment you make after June 10th, 2012 will first go to paying any unpaid NSF balance. In the event of an NSF balance, you will want to increase your payment to cover those charges in addition to your regular payment.

What is your late charge policy?

As of November 2011 we lowered our late charge to the lower of the state maximum fee or $5.00 (or what state law allows, whichever is less) for any payments that are not paid within 15 days of their due date. Additionally, any payments made after June 10th, 2012 will first go to relieving any late charges which accrue. If you have any late charges which accrued post June 10th, 2012, you will want to increase your payment to cover those charges in addition to you regular payment. Any late charges assessed prior to June 10th, 2012 will need to be paid at the end of the loan.

How do I obtain information about my remaining balance (payoff quote)?

Please login to your Bridgecrest account to check your payoff amount.

On a mobile device, the Payoff button will appear in the middle of the page. After you click the button you will be provided your payoff information. If you are using a desktop computer, look near the bottom of the page for the 'Get a Payoff Quote' link. Click the link for a printable PDF document.

If you are planning to submit a final payoff, mail payments to: Lockbox Services Bridgecrest-Box 842695 3440 Flair Dr. El Monte, CA 91731.

How might Bridgecrest contact me?

We may use manual and automated dialing systems, text messages, letters, and emails to communicate with you about your account.

What is the difference between Principal and Interest and how this affects my payments and what I owe to you?

Take the total sales price of the vehicle minus any down payment and/or any vehicle trade–in value and this is the principal balance. Principal is the amount you borrow, also referred to as the 'amount financed'. (Confusing? We apologize. We are required to refer to it this way under applicable laws) Interest is what we charge for the credit extended to you; it’s the Annual Percentage Rate (APR) disclosed in your retail installment contract.

Simple Interest means that you are accruing interest on the unpaid principal balance. Each payment you make first covers the daily interest that has accrued. The remainder of the payment is applied to principal, assuming there are no late fees or other charges owed. You will find that the principal balance will decrease slowly at the start of your payments compared to later in your payment schedule. As you pay down principal, there is less interest to pay and more of your payment goes to reduce the principal balance. If you make all of your payments according to the scheduled due dates, your account will be paid in full by the maturity date.

When payments are late, the principal balance doesn’t go down as much from that payment as it was originally scheduled under your contract. Your payment covers the original interest it was scheduled to cover plus the extra three days of interest, reducing the amount of the payment applied to your principal balance. If you do not make a payment to cover this additional interest from late payments, your scheduled last payment will not pay what you owe us. If you pay late, late fees apply, you will also owe us for the late fees.

How do I view my payment history?

Please login to your Bridgecrest account, from the Dashboard tab view you can see Recent Account Activity. Expand the view to see more history.

My payment due dates do not match up with when I get paid, what can I do?

Please contact Bridgecrest so that a representative can discuss options for changing your due date.

I am past due on my account and I received a communication indicating that my car will be assigned for repossession on a certain date. I want to make a payment to prevent repossession. Can I make a payment or schedule a promise to pay after the repossession assignment date indicated in the communication to prevent repossession?

If you make a payment sufficient to prevent repossession assignment before the repossession assignment date, your car will not be assigned for repossession. However, if you submit a post-dated payment or schedule a promise to pay on or after the repossession assignment date, you will still remain at risk for repossession assignment and potential repossession. A payment must be received prior to the date indicated in the communication in order to prevent repossession assignment.

Insurance and Claims

My vehicle was in an accident-what do I do now?

Please notify your insurance company immediately to report an accident and start the claim process, making sure to provide your insurance company with your lienholder information.
After you have filed the claim with your insurance company, a decision will be made by the insurance company whether the vehicle is repairable or deemed a total loss.

What documentation should I send to Bridgecrest if my vehicle is declared a total loss?

If your insurance company deems the vehicle a total loss, the following documents must be sent via fax to 678-384-4551 or emailed at gcmtl@goldfeinclaims.net:
- Vehicle evaluation
- Settlement breakdown
Include the Bridgecrest account number or VIN number on all documents.

Do I have to continue making payments if my vehicle is a Total Loss?

You remain responsible for making monthly payments until the loan is paid in full. If a total loss has occurred, please have your insurance adjustor contact us on your behalf. Then, we can begin working toward a final settlement with your insurance company.
Please visit the payment options resources at https://myaccount.bridgecrest.com/PaymentOptions. After your insurance pays the settlement, you will be responsible for any remaining balance. If you have guaranteed asset protection (GAP) or other debt waiver coverage, we’ll provide the information needed to file the necessary claims.

I have guaranteed asset protection (GAP) insurance-how do I file a claim?

If you have GAP insurance, please contact your GAP provider as soon as possible to file a claim. Please refer to your GAP contract to distinguish your provider:

The below documents are required in order to process your GAP claim. The following parties are responsible for providing documents to the GAP provider as stated below:

Bridgecrest: Finance Contract, Warranty Contract (if applicable), Payoff as of date of loss, Payment History.
Insurance company: Evaluation and Settlement breakdown.

If you have questions about your GAP coverage, please refer to your GAP contract and contact your GAP provider if necessary.

What steps should I take if I have a repair claim?

Your insurance company will issue a check payable to you and to Bridgecrest. When you receive this check endorse the back of it, including your account number, and mail it to:

Upon receiving the repair check, Bridgecrest will contact your repair facility to assist them with processing your claim and to request the final detailed invoice of actual repairs completed (invoice must include full VIN number).

To expedite your claim, please have your repair shop email the above document to repairclaims@bridgecrest.com or fax it to 866-271-6009. Be sure your Bridgecrest account number is included on all documents.

Please keep in mind:

All repairs must be performed by a state licensed repair facility.
Once all documents are received and approved by Bridgecrest, a payment will be sent to your repair facility (not exceeding the original insurance check amount).
Payments for insurance repair claims cannot be applied to payments or any fees on your Bridgecrest account.

What happens if I’m in an accident but don’t use the insurance money to fix my car?

The check your insurance company issues must be either:

Used to repair the vehicle.
Applied directly to your principal balance.

What happens if I’m in an accident and my insurance company pays me more than is needed to cover the repairs?

The check is made payable to you and Bridgecrest. Endorse the check and send it along with the invoice from the auto repair shop. Mail the check and invoice to:

Once the final invoice from the repair shop and the check are received we will send the endorsed check back to the repair shop. It is between you and the repair shop to determine how you will be reimbursed. We suggest you discuss all reimbursement details before endorsing the check.

Simple Interest

Simple Interest Loans - Explanation Of Simple Interest Loans

Your loan with Bridgecrest is a simple interest loan. With simple interest loans, you are charged interest each day based on the balance you owe, the 'loan balance'. Your loan balance is the amount of the sales price you were unable to pay at the time of sale but you have promised to pay with interest over the term of the loan. As you make payments, part of each payment goes to pay interest and part goes to pay the loan balance. Because the interest you pay is based on your loan balance, the smaller the balance the smaller the interest payment. That is why early in your loan more of your payment goes to pay interest vs the balance. Your loan balance is higher. As you make payments and the loan balance is reduced, more of each payment goes to the loan balance. Toward the end of your loan, most of your payments are paying the loan balance vs interest.

So, the quicker you pay down your balance the less interest you pay. Simple interest loans reward customers who pay ahead. However, if you pay late you will incur more interest and it will take longer to pay down your loan balance. Why?

The scheduled payoff of your loan assumes all of the payments are made on time. If you pay late, more interest is due for each day you are late. When you pay late, a higher amount of interest is paid first and then whatever is left will reduce your loan balance. As a result, you have a higher loan balance left after the late payment than we scheduled. So, even if you pay your next payment on time, more of your payment will go to interest on the remaining payments, because the interest is being charged on a higher balance than we scheduled. And less goes to pay down the loan balance. Unless you pay early or pay a higher amount, it then takes longer to pay off your loan than what is shown in your contract with us.

Simple Interest Loans - Examples

Let's walk through an example to show you how this works. Here are examples of three customers who each have a $14,000.00 loan with a $181.90 payment every two weeks. You can see that a customer who makes the first 4 payments 7 days early will save $507.25 in interest. On the other side, a customer who makes their first 4 payments 7 days late, will have $524.62 in interest on their account.

Loan Details

Sale Date:

March 01, 2011

Amount Financed:

$14,000.00

APR or Interest Rate:

20.0%

Term (months):

54

Total # Of Payments:

117

Bi-Weekly Payment:

$181.90

Maturity Date:

Aug 25, 2015

Example 1: On Time Customer

All payments made every 14 days on the due date...

Total Principal Paid:

$14,000.00

Total interest Paid:

$7,282.79

Total Payments Made:

$21,282.79

Payoff Date:

Aug 25, 2015

On time Detail PDF

Example 2: Paid Ahead Customer

Pay your first 4 payments 7 days early (pay weekly instead of every 14 days) and then pay all other payments every 14 days...

Total Principal Paid:

$14,000.00

Total Interest Paid:

$6,775.54

Total Payments Made:

$20,775.54

Payoff Date:

June 30, 2015

(1.9 months early) Interest saved by paying ahead: $507.25

Pay Ahead Detail PDF

Example 3: Late Paying Customer

Pay your first 4 payments 7 days late (pay every 21 days instead od every 14 days) and then pay all other payments every 14 days...

Total Principal Paid:

$14,000.00

Total Interest Paid:

$7,807.41

Total Payments Made:

$21,807.41

Payoff Date:

Nov 03, 2015

(2.3 months late) Extra interest paid for paying late: $524.62 Excludes late fees

Late Paying Detail PDF

My Vehicle

My vehicle was in an accident, stolen, impounded, or repossessed, what do I do now?

After you file a report with the proper authority or organization (i.e. police, auto insurance, etc.), please contact Bridgecrest for questions related to your loan. As a reminder, you are responsible for your loan until it is paid in full even if the vehicle is not drivable.

I have questions about my vehicle warranty, how can I get more information?

If you purchased your vehicle on or after 11/1/2016, please contact the administrator SilverRock Automotive at 877-584-3848 to answer questions.

If you purchased your vehicle before 11/1/2016, please contact the administrator Aeverex at 888-781-5649 to answer any questions.

If you purchased your vehicle at DriveTime, you can also visit https://www.drivetime.com for more information.

My AutoPay

What is AutoPay?

AutoPay, also known as ACH (Automated Clearing House), is an electronic system used to transfer funds between accounts of businesses and individuals. AutoPay, automates common transactions such a paying bills, making purchases, or transferring funds. It replaces slower forms of payment, such a check processing, drafts, deposit slips, or costly alternatives that charge a fee.

Why choose AutoPay?

There are many benefits to using our automated payment system.

AutoPay is free to use. We provide this service free of charge. Other forms of payment carry a charge that can add up.
Keeps you in control.

You can sign - up or cancel at any time.
You can select the amount of your payment as long as it is equal to or greater than your required payment amount.
You can set the start date as long as it is not within 2 days of your next payment.
You can select to have the amount withdrawn on your due date or up to 2 days prior to your schedule due date. Payments will reoccur based on the frequency (bi-weekly, monthly etc.) of your contract.
2-10 days allowance will need to be given before AutoPay enrollment is complete.

Helps eliminate late fees. AutoPay insures that your payment will be received and processed on time, eliminating any extra late fees and saving you money.

Who is eligible to use AutoPay?

We are constantly working to improve the services we provide and make our relationship with you a success. Currently, there are only a few exceptions to who is eligible to use this system.

You have to have an active Bridgecrest account.
The last payment received cannot have been returned for insufficient funds (NSF).
There cannot be more than 6 total NSF’s on the account.
Your account must be current with more than two(2) payments remaining.
Only one person per account can enroll.If you have a co-buyer or co-signer on your account, only one of you can enroll in AutoPay per account.Check the status of your account to see if you or a co-buyer or co-signer is already enrolled.
Active Bridgecrest employees are not eligible as they are required to use payroll deduction.
The loan account holder must also be on the bank account that is set up through AutoPay.
Your Account must be current in order to enroll in AutoPay.

What do I need to sign-up?

If you are eligible, you only need an active bank account or Netspend account. You will need your account number and your bank’s routing number.

Netspend Accounts:

Metabank:

All Metabank account numbers begin with 7000 + a 10 digit account number. This is not the Credit Card number. The account number can be located on the card carrier (cardboard sleeve) provided with your credit card or by logging into your Netspend Online account (https://www.netspend.com/account/index.m)
The Metabank routing number = 073972181

INB:

INB accounts have a 10 digit account number which can be located on the card carrier (cardboard sleeve) provided with your card or by logging into your Netspend Online account (https://www.netspend.com/account/index.m)
The INB routing number = 114924742

How do I enroll?

Enrolling and managing your account has never been easier. Please login to your Bridgecrest.com account, select the Account Settings link and click the AutoPay button. Your eligible accounts will be displayed. Choose the accounts you want to enroll and we will walk you step-by-step through the simple process. If you have multiple accounts, you will need to enroll each one separately. Once you’ve completed the process, we will send you a confirmation email with all your details.

NOTE: It can take up to 48 hours to process an enrollment.

What happens if I send in another payment before the due date?

The AutoPay payment will still come out as scheduled. With AutoPay there is not the option to pay ahead as there is with other payment methods. The payment will always come out on the scheduled day unless the account is canceled by the customer.

What happens if I do not have enough funds in my account to cover the payment?

If we receive a Non-sufficient Funds Notice (NSF) from the bank we will automatically cancel your AutoPay account. That payment will then have to be paid in another method. On June 10th, 2012, we began charging a $15.00 fee for each NSF. You will also be accountable for any late fees that may occur.

What happens if I have a modification performed on my account?

If a modification is performed on your account we will cancel that account and you will need to re-enroll. When a modification is performed it may alter what was originally agreed upon in the online authorization form. The new authorization form will have your updated payment amount, frequency and payment schedule on it.

Can I skip a payment on AutoPay?

No. If you need to skip a payment or take a break from AutoPay then you will have to cancel your account. However, you will be eligible to sign up again when you feel comfortable. We will also not charge you a cancellation fee.

What should I do if I change banks?

The AutoPay account will need to be canceled and you will need to re-enroll. This is to ensure that we have authorization to access the new account number.

What happens if the payment date falls on a holiday or weekend?

Your account will be given credit for the payment the day it’s due regardless of whether or not it’s a valid banking day. Your account will then be debited the next banking day.

What happens if my account is paid off?

When your account is paid off and there is not a balance the AutoPay account will be canceled for you.

If I have two accounts, do I have to set up AutoPay for both accounts or can they combine them into one payment?

You would have to set it up for both accounts individually. We are unable to receive a combined payment and then split out the proceeds.

My Title

I moved to another state, how do I transfer my financed title to the new state?

Please refer to your new state’s DMV for its registration requirements. If your new state requires the title in order to register your car, please fax a request for the title on Department of Motor Vehicles letterhead to Bridgecrest at 866-665-7185.

I just had a legal name change, how do I change the name on my title?

Please refer to your state’s DMV for its registration requirements. If the state requires that your name is changed on the title in order to register your vehicle, please fax a request for the title on Department of Motor Vehicles letterhead, along with the document issuing the change (e.g. marriage certificate, divorce decree, court ordered document) to Bridgecrest at 866-665-7185.

The primary account holder has passed away, what are the necessary steps to take?

Please contact your local DMV/MVD. Some states require you to have an Executor of the Estate, some require you to go through Probate, etc. Once you obtain the requirements, please submit this documentation via fax to Bridgecrest Customer Service at 866-895-3504.

I paid my vehicle off, when will my title be released?

Please call Bridgecrest Customer Service 800-967-8526 for an update on your title release.

What do I do with the signed-off title that I received?

Please take the title to your local DMV to receive a title in your name as soon as possible. Refer to your DMV for specific guidelines.

What do I do if I misplaced the signed-off title?

Bridgecrest will be able to provide a notarized Lien Release to provide to your DMV.

I am having issues with my first-time registration – the DMV says the vehicle title is still not in my name, how can I resolve this?

Please contact the dealership where you purchased the vehicle.

Tax Refund Benefits

I’m currently past due. Why should I use my tax refund on my Bridgecrest account?

Being past due on your Bridgecrest account can mean additional interest charges, fees, and can potentially impact your credit score. If you’re expecting a tax refund this year, it can be a great opportunity to get caught up and back on the road to vehicle ownership. Use some or all of your refund to catch up on the past due amount and pay down the balance. Schedule a payment with tax refund money now and see the benefits immediately.

If I’m current on my Bridgecrest account, how would using my tax refund help me?

If you’re getting a tax refund this year, treating yourself to something nice can be tempting. But think about how nice it would be instead to pay off your account sooner than expected and be the proud owner of your vehicle. If you are current on your Bridgecrest account, paying more than your regular payment or making an additional payment benefits you in more ways than you’d think. Consider applying some or all of a tax refund to paying off or paying down your account balance to accelerate your journey on the road to vehicle ownership.

Skip a Payment

What happens to my loan when I get an extension?

Skipping a payment allows you to move an agreed upon number of payments to the end of your payment schedule. Skipped payments are also referred to as loan extensions because the time you spend paying your loan is extended. For example, if you receive one month's worth of extensions (2 bi-weekly or semi-monthly payments or 1 monthly payment) the time spent paying your loan will extend from 60 months to 61 months.

Payment extensions are a service that may be offered to qualifying customers. This form of payment assistance requires account review and approval. As a reminder, you have a simple interest loan. This means that interest (finance charges) will continue to accrue on your account while you extend your next scheduled payment. After an extension, your next payment will be applied first to any earned and unpaid interest or fees and then to other amounts you owe. Due to the extension, your principal balance will not be reduced as rapidly as it would have under your original payment schedule. This will result in you owing more interest over the term of your contract than originally disclosed. To get back on track, consider making additional payments or paying more than your regularly scheduled amount.

What happens to my payments and my payoff of the loan when you defer or extend my loan?

You are not required to make any payments during the deferment or extension period. However, we are not forgiving these payments, you are still required to make these payments. They are simply moved to the end of the term on your loan. Interest continues to be charged during the deferment period.

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Your Payment Options

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