Complaints

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

close

Find a Location

Byrider/CNAC 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

• 

  Byrider/CNAC

  925 W Kimberly Rd Davenport, IA 52806-5723

  
• 

  Byrider/CNAC

  125 S Roosevelt Ave Burlington, IA 52601-1759

  
• 

  Byrider/CNAC

  3837 1st Ave SE Cedar Rapids, IA 52402-5602

  
• 

  Byrider/CNAC

  2426 SE 14th St Des Moines, IA 50320-1101

  

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:01/09/2023

  Type:Service or Repair 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 bought the car from JD Byrider/CNAC in July of 2021, at the time I purchased the full warranty on the vehicle for an additional $2500 which stated that the vehicle was covered for maintenance at a cost of $50 for labor for repairs. I have been asking for months to get the vehicle serviced and they told me that I was not covered by a warranty and that I would have to pay full price for the repair, and still have not fixed it yet. When I took the vehicle to them and they finally did the diagnosis the car was not running poorly but when I got it back it wasnt running properly at all and has not since. Its been over two months now and the car is still not working and they still havent honored the warranty they charged me for. I have not violated the warranty and it is still showing that the car is covered under it. I have also been having issues with the payments for quite some time and I cannot get any explanation as to why the payment ledger is showing that I am making all of my payments on time according to the contract and yet I make the payments and the balance is not moving and it shows that they have charged me rather than deducting the amount from the balance. I have asked to make complaints and they stated they are a private owned business and they do not have a corporate office and that I can speak with the supervisor and they do nothing about my complaint or the issue I am addressing to them. They are not doing their job nor honoring the contract nor the warranty, they are the worst dealership I have ever dealt with and they are corrupt and they lie and cheat people out of their money. They are selling cars that they know have something wrong with them so they have to be brought back for repairs and they dont actually look for the problem. They are lying to the credit agencies about payments being made on time I have made I believe 28 payments or more on the car and yet they are saying that I have only made 18 payments that is affecting my credit

  

  Business Response

  Date: 01/16/2023

  The buyer and co-buyer purchased the ******************* July of 2021.  At the time of purchase, the vehicle had ****** miles.  As of November 2, 2022, the vehicle had ******* miles on it.  The customers have driven almost ****** miles with the vehicle in the 18 months they have owned it.  The vehicle was sold with an extended service contract, which covers several major mechanical components of the vehicle.  A summary of what is covered by the service contract is attached to this response and is quite extensive.  What is not covered, as is typical with most service contracts, are items that are external components of the engine or items that would be considered normal wear and tear parts, such as brakes, tires, windshield wipers, spark plugs, etc.  Since purchasing the vehicle in July of 2021, the customer had the following service: 7/26/21 new battery put in, no charge; 9/15/21 oil change, no charge; 12/10/21 oil change, no charge; 2/28/22 oil change, no charge; 6/21/2022 oil change and customer was ***** miles past due for oil change, no charge; 6/21/2022 oil change, no charge; 10/10/22 oil change and oil seal replaced, oil seal is $390.50, not charged to customer for goodwill purposes.  The customer drove the vehicle for 15 months and over ****** miles and only had to have the oil changed, a new battery installed and an oil seal replaced, all of which was zero charge to the customer.  On November 1st of 2022, the customer made a service appointment and did not show for the appointment or call to cancel it.  The next day the customer called in demanding an immediate appointment.  *********** manager explained that we do appointments by schedule, but if he would like to leave the car with us, we would gladly work it in.  The customer agreed to drop his car off the next morning, which he did not do.  Our service assistant called the customer at ******* to remind him he said he would drop it off and they ended up bringing it in at 11:30am.  We immediately diagnosed the vehicle and left a message for the customer that the vehicle needed spark plugs and a #3 coil, neither of which are covered by warranty.  The customer picked his car up that day and called the next day and said he wanted to only pay $50 for the work.  He was advised that he had an extended service contract that did not cover spark plugs or coils, but we would be happy to do the work for the price quoted as it was most likely 50% cheaper than most service centers as Byrider does not upcharge parts and charges much cheaper labor hours than retail service centers.  The customer agreed to the work at that time and said he would bring his car in the same day, and then did not do so, thus missing his third appointment in as many days.  After the service issue and refusal to get the vehicle fixed with the recommended service, the customer began expressing concerns with his payment schedule. The **** account rep explained the necessity of on-time payments as accrued interest is paid prior to principal, and late payments will affect the payoff schedule.  Since the inception of the loan, the customer has made 38 bi-weekly payments.  Of those payments, 15 of them have been past due.  In July and August of 2022, the customer was late with every payment those two months, and two of them were late three weeks and two weeks respectively.  **** has tried to review the contract payment schedule with the customer and also referred him back to his contract that explains the process, but the customer refuses to listen.  In addition, the vehicle service contract and payment schedule were reviewed extensively with the customers in the closing process.  As a final note, **** has reviewed the customers credit reporting at three separate times through the e-***** credit dispute portal, and have found the account to be properly reported each time.  Since inception of the loan, the customer has reduced principal by $3,660.09. 

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair 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.

  In July of 2022 I recently purchased a car from ******************* located at ***********************************************************. Now December 2022 the car is not driveable I have only had the car for 5 months, I take care of it very well, I get my oil changes as they are due and any other maintenance that *** need to be done to the vehicle, I had it towed by them on Friday December 2, 2022 and got the car back on Friday December 9, 2022 they assured me that there was absolutely nothing wrong with the vehicle besides a worn spark plug in which they did NOT change, also said "Possible contaminated fuel" we did put a fuel injector cleaner in the car and that did not solve the problem, they claimed it was looked over for several hours and charged me a $50 service fee, I am not able to drive the car due to the lack of education the service department seems to have, I have a 5 year old and I am pregnant, I need reliable transportation for obvious reasons, I am not able to work to due my lack of transportation, I am still expected to make payments on a car I cannot use and they will not do anything to solve the problem and get the car running and in good condition again. My engine light is STILL on and now flashing I am stuck at home with no way to get anywhere because they neglected to solve the problem. The code readers we have placed on the car are reading a misfire in one of the cylinders, which happens to be my spark plugs or ignition coil, this is clearly a company that ONLY cares about the money and not their customers.

  

  Business Response

  Date: 12/14/2022

  This is not our Franchises customer.

  

  Business Response

  Date: 12/21/2022

  On 7/09/2022, ************************* purchased a 2013 ********** Passat from Byrider.  At the time of sale, the vehicle had ****** miles on it.  On October 12th, the customer told *************** that she was coming in for an oil change and would like us to take a look at the car as she heard an engine knock.  When the car was brought in for service, the knock could not be replicated.  Our Service Manager went out to listen when the customer came to pick her car up and they did not hear the noise.  Roughly 6 weeks later, the customer called in and stated her check engine light was on. Byrider told her we would get her an appointment asap.  The customer took the vehicle to have it scanned and conveyed to Byrider that cylinder 5 had a misfire.  On December 2nd, prior to the scheduled appointment, the vehicle was towed to Byrider for stalling.  *********** tech checked the injectors, swapped spark plugs, and did a compression test, all cylinders tested between *******, which is acceptable.  In addition, the tech found a technical service bulletin that stated this vehicle make and model can benefit from fuel additive to clean intake valves and injectors, which can cause sporadic misfires and cold start misfires.  Due to the technical service bulletin seeming to address the specific issue the vehicle was having, Byrider recommended to the customer that a bottle of injector cleaner be added to the fuel tank and then to let us know if the issue improved.  The plugs and coils were also rechecked and were okay.  After the customer left with the vehicle on December 9th, the vehicle was driven for three days and stalled again on December 12th.  The check engine light was flashing and the customer called to get the vehicle towed as it was out of town.  This is when the complaint was generated.  Immediately upon hearing of the breakdown, ******* arranged to have the vehicle picked up.  The vehicle has been taken to a VW dealership and diagnosed as having a bad valve spring.  Rather than fixing specific components of the engine, Byrider is replacing it altogether to hopefully eliminate any further issues.  The engine has been ordered and will be installed on the vehicle upon arrival.  In the meantime, the customer has been given a loaner vehicle to drive until hers is finished.  The loaner is a goodwill gesture and not covered under warranty or agreement at time of loan.  The only fee charged to the customer was the $50 service deductible, which is standard practice for all service claims.  The vehicle has had over ****** miles put on it in just over 5 months.  Full repairs will be covered under the warranty by Byrider and no additional cost will be passed on to the customer.  We sincerely apologize for the issues and as always , work hard to exceed our customers expectations. 

  Customer Answer

  Date: 12/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair 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 have been leasing a car from them since August of 2019 I have made all my payments on time and how not complain even though the car hasnt ran in over a year!! I have had insurance the whole time even though the car has not moved!! I thought it was a 36 month loan but I dont end my loan until February!! I feel as if I am being taken advantage of and I have been scammed with this vehicle..

  

  Business Response

  Date: 11/28/2022

  We spoke with the customer, ***************************, on 11/22.  Customer informed us she was no longer driving the vehicle and that it now stays parked at their residence.  They have not driven the vehicle for over a year.  Because of this, they would like to not pay for insurance or collateral protection.  I noted the balance is now $1,500 and due to the car no longer being driven, we would accept not carrying collateral protection on the vehicle.  The customer was pleased with this outcome and agreed to let the BBB know we had a resolution.    

• Initial Complaint

  Date:10/24/2022

  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.

  *************** had my 2012 ************************* until 7/18/2022. They had to take my engine apart twice, because they didn't fix it right the first time. On 10/17/2022 on highway ************************************************************************** I managed to get off a exit park off the side of the road and leave the car there. Later on I call ******************* explain what happened that the similar situation as last time when they had my car happened and I told them where the the car was so they could go pick it up. They had my car for a couple of days didn't even bother calling me to tell me what's wrong with it instead I had to call them. That's when they told me that I needed an entire new engine. I told them that they took my engine apart twice last time they had it. The lady said that they did not take the full engine apart and what's wrong with it now was not wrong with it then. I would really appreciate it if they would get me a new engine seeing as how they are the ones that broke it.

  

  Business Response

  Date: 10/28/2022

  ***************************** purchased the 2012 ***** Taurus in June of 2019.  The vehicle had ******* miles at time of purchase with a 36 month/36,000 mile warranty.  In February 2022, the customer had issues with the vehicle after putting ****** miles on it.  Due to the ****** miles driven since purchase, the warranty was expired.  After inspection, it was determined the cause of the issue was the timing chain needed replaced.   After holding the vehicle for roughly 5 months waiting for direction from the customer, the vehicle was repaired in July of 2022.  The cost of this repair was $2,300.63.   The customer paid $1,870.59, meaning Byrider assisted with $430 dollars of work for the customer as a courtesy for the issue even though the warranty was no longer valid.  It should be noted that service work completed by Byrider is typically 50% less for parts and per labor hour than traditional vehicle service centers or dealerships.  The customer paid for the service and left the dealership on July 18th with ******* miles on the vehicle.  After driving the vehicle for 4 more months and an additional ***** miles, the vehicle was having an issue.  When the vehicle was brought in for inspection, it was discovered the lower unit of the engine was bad.  This is a separate issue from the upper unit that was corrected in July.  We offered at that time to trade out the customer's vehicle for a new one, and would credit the $1800 she paid in repairs towards the new car, or towards a new motor.  The cost to replace the engine was quoted at $3,550 and we would credit the previous $1,800 paid towards that total due.  The customer refused stating that she wanted a new vehicle and wanted her loan balance to remain unchanged from what she currently owed.  This was refused by ******* as she had driven the car for 3 years and put ****** miles on it plus we offered to credit her for the repair work already done towards a new vehicle or engine, and she still refused.  We then sent the car to an unrelated third party to have it inspected to verify the issue.  Their findings are attached.  The vehicle was two quarts low on oil when it was brought in which would lead to the issue with the lower unit.  This is unrelated to the timing chain that was fixed previously by Byrider.  As previously stated, we offered to credit the cost of previous repairs towards the new engine or towards a new vehicle and the customer refused. 

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18306098
  
  I am rejecting this response because:

  The issues is that the last time they had my car the removed the engine twice and they didn't put it back together properly. When I went in this last time the lady behind the counter said that they only removed one side of the engine not the other side, which is ridiculous because to get to he cams that they replaced last time, which are on both sides of the engine, you'd have to remove the entire engine. Which is also something they told me when I brought the car in, in February. I am a single mother of 4 kids and throughout the entire pandemic I haven't missed a payment. My parents are about $500 a month. If you go back from the time I got the car and request all the  reports from the service area you'll see how many times I had to bring the car in for the same issues. One example would he the airbag. Nothing is ever really fixed... I was sold a Lemon. Yes, they did give me options at *******************, but im almost done paying of the loan to the car and they option is to get another loan! As I mentioned before $500 payments a month for a single mother of four isn't pocket change. Or they offered to pay the $1800 (partial payment of a new engine) which also isn't good enough. They took the engine apart twice and didn't put it back together right. I could have died on the highway. The car lost acceleration and the steering wheel locked up on me. I was scared to death thank God my kids weren't with me. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/03/2022

  The vehicle was brought in 2.5 quarts low on oil as verified by a 3rd party inspection already sent for review, which would have a major impact on engine performance and wear.  The diagnosis for this current issue, as verified by the third party, is in the lower unit, most likely the main bearings or rod bearings, which are completely separate from the timing chain on the upper unit of the motor that was previously repaired.  No codes for the upper unit were displayed when scanned on 10/17 at Byrider.  In terms of the previous repairs, Byrider did not remove half an engine twice, that is not a valid claim as we diagnosed the timing chain and fixed it.  We bill at a fraction of the cost of other service centers for labor and parts, and in no way benefit from needless labor hours on mechanical work.   After the timing chain was fixed, the customer drove another ***** miles before any other engine issues arose.  We have offered to credit the $1,800 spent on the engine repairs towards a new car or a new engine.  The customer has driven this car for over 3 years and put over ****** miles on the vehicle/engine.  Our final solution would be to apply the engine repair credit towards her remaining amount owed on the vehicle, which will pay her loan off and show the loan on her credit report as paid in full.   

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair 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 was able to finally trade my over priced 2015 dodge caravan in for a newer, nicer and lower interest rate. My loan was paid off by my new lender on 09/03/2022. Ive spoke with my local ******************* and the customer service number. I get bounced between both. Local will tell me to call corporate. Corporate has yet to answer any of my questions. Ive been told they dont have supervisors to escalate my concerns up, Ive been hung up on, Ive been told we dont care, we dont service you anymore. Im beyond happy Im no longer giving them funds. I was never late on a payment. Im 2 days alway from my 28 day process and still have not received the funds that was over paid. Who can I contact that is able to ACH the funds into my account?

  

  Business Response

  Date: 10/04/2022

  On August 30th, the customer requested a payoff as she was trading in her vehicle on a newer car.  *** payoff to pay the **** vehicle in full was received and posted after the customer's autopay ran on the account.  **** was not asked to stop the autopay when the payoff was requested and often receives payoff requests that never come to fruition and the customer continues to pay as contractually obligated.  After the payoff was posted, we did note the overage and requested accounting to mail the customer a refund check for the overage.  *** standard procedure when receiving a payoff is to wait 10 days prior to mailing the refund check.  In this instance, the check was not sent out timely, and **** takes full ownership for this.  Upon receiving notification from the customer through this complaint, we immediately prepared a new check for the customer to pick up.  As of now, the customer did pick up the check and the issue has been resolved.  We have verified with accounting and **** they understand the refund process and importance of mailing checks timely when money is due back to the customer.  In addition, we have pulled all recorded calls with this customer and have reviewed at length to address any further needs in terms of improving customer service.