Complaints

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:05/03/2025

  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.

  Bought a 2013 Altima from the ************************** Location, car was a lemon *** broke down week one and multiple times in the year I had it. Lender takes part in predatory lending and lies about monthly payments that turn into bi weekly. I was paying 300 every 2 weeks for 2013 car blue booked at 4k. Self repossessed the car after it broke down AGAIN and was just shutting down mid traffic with no warning almost causing server accidents with my children in the car. Car sold for ** at auction. The ***** i paid having it for a year only in payments, not counting the additional 3k in repairs since they are booked months out and can never service the vehicle and if they do slap on used parts and the issue is still not fixed! Then they got an additional 6k at auction which totals ****** they received for a 4k lemon! I want this taken OFF my credit report as settled or I will go ahead with legal action as I have already found an attorney willing to take this but they advised me to do this first. Predatory lending, bending and shaping finances to make a sale, selling lemons that can potentially get people killed are just a few issues. Remove this off my credit report you got more then enough from me! I have also called 6 on your side news and have taken to social media. There is a ******** group called "Exposing JD Byryder" with thousands of the same stories! Thats an issue

  Business Response

  Date: 05/05/2025

  In the case of Ms. ******** ********, complaint number ********, we have investigated this matter with the full cooperation of the company-owned Byrider. 

  Ms. ******** purchased a 2013 ****** Altima on August 19, 2022 from our Byrider location on ********************* in ********, ****. She also purchased the optional 36 month / ****** mile service contract, whichever comes first. The purchase was secured by a retail installment contract.

  Byrider has written policies and procedures that govern our sales and underwriting processes.  The terms of the retail contract, including the payment amount, annual percentage rate, total sales price and payment schedule were disclosed prior to and during closing, both in writing and verbally.  

  Service records show Ms. ********* vehicle has been serviced at our department twice since she purchased it. Her total out-of-pocket expenses was $138.68.

  Ms. Stickely's vehicle was repossessed because of a retail contract default on April 11, 2024. **** adheres to established policies and procedures when repossessing vehicles to comply with relevant regulations. All necessary forms and correspondence were sent to the account's address to ensure a smooth process. The repossessed vehicle was sold at an auction, and the proceeds were used to reduce the debt. However, a deficiency balance of $12,051.69 remained, leading to the account being charged off on May 15, 2024.

  As a data furnisher, CNAC is required by the Fair Credit Reporting Act to provide accurate credit reporting. Therefore, **** cannot honor Ms. ********** request to remove the information from their credit report.
  

  
  

• Initial Complaint

  Date:04/03/2025

  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 entered into contract with CNAC/JD Byrider for a 2013 Dodge Grand Caravan. The car was maintained (e.g. oil changes, new tires) and then in December 2024 I was told to bring the car in because the engine started to fail. I went to pick the car up multiple times and it was in my possession less than ***** hours each time before it was returned to be serviced because it malfunctioned or would not run. Each time that the car was returned I had to pay out of pocket expense to transport myself and my kids to work/school. In addition, I had to reschedule/cancel appointments with a specialist that I see to treat my congestive heart failure. The stress of dealing with this situation has also caused me to take many days (exceeding my current allotment for **** and sick time) off in response to my pacemaker stating that I was experiencing adverse heart conditions due to stress relative to trying to maintain appropriate transportation for my family. At this point, I have depleted my savings and I do not have the means to resume payments. I have also had to see my heart doctor numerous times due to the stress of dealing with the situation, which has resulted in my requesting an alternative work schedule and assignment because of my transportation issues.

  Business Response

  Date: 04/10/2025

  In the case of Ms. **** *****, complaint number ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider. Ms. ***** is upset with mechanical issues. 

  Ms. **** purchased a 2013 Dodge Grand Caravan on April 5, 2024 from our Byrider location on ***********. Conyers, GA *****. She also purchased the optional 42 month/42,000 mile vehicle service contract, whichever comes first. 

  Ms. ****** vehicle was in our service department for an engine replacement. The repair, including spark plugs, intake manifold gaskets, a new oil filter, and fresh oil was covered under Ms. ****** vehicle service contract. 

  Ms. ***** returned her vehicle due to an overheating issue and an Engine DTC. We replaced the engine coolant temp sensor and cleared a P0420 code. The engine code was being triggered by a faulty catalytic converter, but Mr. ***** declined the recommended repair.

  When Ms. ***** had her vehicle towed back to our service department for the same overheating issue, we sent her vehicle to a third party for further diagnostics. The thermostat and coolant temp sensor were replaced which seemed to resolve the overheating issue. However, the vehicle still has the P0420 DTC code which is related to catalytic converter repair that Ms. ***** declined. Byrider is offering a mechanical loan to help finance the repair. However we have been unsuccessful in reaching Ms. ***** for an update. Ms. ***** should call ************** so we can help resolve the issue.

  Ms. ***** signed a Retail Installment Contract securing her purchase. Therefore we cannot adhere to her request to release her from her financial obligations. Ms. ****** vehicle is covered by a vehicle service contract, which Byrider stands behind. We have made, and will continue to make, good faith efforts to resolve any mechanical issues with Ms. ****** vehicle. 

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues have caused. We value Ms. ***** as a customer and look forward to our continued relationship.
  

  
  

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23157083
  
  I am rejecting this response because: the response stated that I refused or declined repair. I HAVE NEVER DECLINED ANY REPAIR!!! I have been in as much contact with the office regarding the status of repair, with most of my contacts with the finance department because the service department rarely answered calls and when they did, it was a young lady who gave vague updates that resulted in her advising me to call back the next day. ***** is the finance personnel I was in contact with in the local office, and she stated that she applied for hardship and that the repair contract for previoe repairs had been excused because of the time I had gone without a vehicle. The only correspondence I received about.thw vehicle were those that stated the van was ready for pickup. All other correspondence which would compel anyone to question the validity of aspects relative to my situation were made verbally over the phone. I would request that documentation of my refusal/decline of repairs be made available and any other documentation that attests to claims made by the company. 

   
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/17/2025

  Byrider would like to resolve Ms. ******* issues but cannot do so without contact. Her vehicle is in our service department ready to be picked up but we have been unsuccessful in reaching her. Byrider is willing to offer assistance with the catalytic converter repair, which is not covered under her vehicle service contract. Ms. ***** should call ************ to discuss a resolution and make arrangements.

• Initial Complaint

  Date:03/05/2025

  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.

  So I bought this car from Byrider back in June 2023, you guys helped me to get them to warranty the engine a year after I bought the car. But shortly after fixing it, the engine began to fail again. I am asking you guys to investigate them based on the fact that they are selling cars 10k above their value. I had my car appraised for $1,300 when I owed more than 13 THOUSAND on it. This is fraud and predatory. They are scamming customers everyday and they need to be stopped. There are countless lawsuits against the company all over the country. But I just cant afford an attorney. And maybe you can get them to take the repo off my credit since I was taken advantage of and sold a car they never should have sold anyone to begin with

  Business Response

  Date: 03/07/2025

  In the case of ******* *******, complaint number ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  
  Mr. ******* purchased a 2010 ********** Passat on June 23, 2023, from the Byrider location on ***************************************************, **. He also purchased the optional 36-month, 36,000-mile service contract, whichever comes first.
  
  Byrider has written policies and procedures that govern our sales and underwriting processes.  The terms of the retail contract, including the payment amount, annual percentage rate and total sales price were disclosed prior to and during closing, both in writing and verbally.  Mr. ******* signed a Retail Installment Contract securing his purchase.

  At all times, Byrider has honored the service contract and made good faith efforts to resolve Mr. ******** mechanical issues. The costs of all eligible repairs have been covered by the vehicle service contract. Additionally, the cost of his engine replacement that was not eligible for coverage was covered by Byrider as a gesture of goodwill.

  Mr. ******* defaulted on his retail contract, and his vehicle was repossessed on October 9, 2024. All required forms and letters were sent to Mr. ********* address on file. The vehicle was sold at auction, the proceeds were applied to the account, and a deficiency balance of $10,309.08 remained. 

  At Byrider, we strive to achieve the highest level of satisfaction with every customer. While we sympathize with Mr. ******** situation, Byrider is required by the Fair Credit Reporting Act, as a data furnisher, to provide accurate credit reporting.
  

  
  

• Initial Complaint

  Date:02/13/2025

  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.

  I bought my vehicle from **** financing with Byrider in December 2024. **** has overcharged my bank every 2 weeks since purchasing it. They have refunded the overcharge one time and it took them 2 weeks to initiate the refund. I have been waiting on my last refund for over 2 weeks now. They refuse to email or call me back regarding it. The service department at Byrider agreed to fix my car when the check engine light came on during our trip home from the dealership. However the service manager was SO rude about it and stated she really didn't want to fix it because it was expensive. Nobody called to inform me that my car was ready for pickup. When I picked it up that evening from the sales department, nobody could find my car. They fixed the tire by patching it only for it to go flat on our way home again. It took me almost 2 weeks to get an appointment with them.

  Business Response

  Date: 02/17/2025

  In the case of Ms. ***** *******, complaint number ********, we have investigated this matter with the franchise-owned Byrider. 

  Ms. ***** ******* and Mr. ****** ******* purchased a 2018 Dodge Grand Caravan on December 24, 2024 from the franchise-owned Byrider on US 31 S Greenwood, **. They also purchased the optional 24 month, ****** mile vehicle service contract, whichever occurs first. 

  Ms. ******* made her last payment on February 14th  without issue. She received a $108 discount in addition to $54 refunds on January 23 and January 31. The compensation she received exceeds the amount she was overcharged. Additionally, we resolved all her service issues at no charge.

  Ms. ******* has expressed no concerns in our previous conversations. Upon receipt of this complaint, we have attempted to contact her but have been unsuccessful. 

  At CNAC, we strive to achieve the highest level of satisfaction with every customer. Ms. ******* is encouraged to contact **** to discuss her concerns.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22936725
  
  I am rejecting this response because: we were overcharged every single payment we have made so far. We eventually receive a refund almost 2 weeks after we ask for a refund resulting in overcharges to our bank account. I call every single day and email every single day and can never get a response from anyone until the day my next payment is due. I will never miss a payment on my vehicle because I am responsible, but I should not have to call and call to get my refund. I had to borrow money from a family member so that my bank account wouldn't go negative due to Byrider overcharging us. On our last payment we were overcharged TWICE after they ensured that I would not be charged again for the insurance. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/31/2025

  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.

  07/20/2024 they sold me a Chrysler 200. didn't know a month later the hose was going to burst under the roof of the car. creating the car to over heat. they said it was going to cost 700 dollars for them to fix the car. on top of that I went a week without the car. paying ***** to get back and forth. the term of loans does not exist. don't ever buy a car from these people all they want is your money

  Business Response

  Date: 02/17/2025

  More information is needed to properly investigate the matter. We do not have a record of ******** *****. Byrider has 104 individually owned and operated locations. Provide the city and state where purchased and primary name.

• Initial Complaint

  Date:01/23/2025

  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 am not liable for the debt with Auto Resources ******** I do not have a contract with Auto Resources ******** and they did not provide me with the original contract as requested.

  Business Response

  Date: 01/24/2025

  In the case of ******* ********, complaint number ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider. Mr. ******** is disputing the accuracy of the reporting of his Byrider account to the credit bureaus. 

  Mr. ******** purchased a 2010 Chrysler Town & Country on January 24, 2022 from our Byrider location on ******************************************, ********* 

  Mr. ******** defaulted on his retail contract and ceased communication with Byrider during August, 2022. The account was charged off on February 6, 2023. His vehicle was recovered post charge off on March 27, 2023. All necessary forms and correspondence were sent to the account's address. The vehicle was sold at auction on April 20, 2023, and the proceeds were applied to the account, leaving a deficiency balance owed of $7,784.28. 

  The tradelines have been investigated and are reporting the account accurately. 

  Mr. ******** can obtain a copy of his signed contract by contacting our finance department at ************.

  At Byrider, we strive to achieve the highest level of satisfaction with every customer.  While we sympathize with Mr. ********* predicament, Byrider is required by the Fair Credit Reporting Act, as a data furnisher, to provide accurate credit reporting. We cannot adhere to his request to have this removed from his credit report. 
  

  
  

• Initial Complaint

  Date:10/02/2024

  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 purchased a 2008 ***** CX7 from JD byrider west for over ****** because I needed a car ASAP. A few months ago AC goes out then right after something else. I then had it towed to them it wasn't diagnosed until almost week later then had to wait for parts all while paying at least $60 $70 a day to get to work. Waited a month finally get it back AC still not working because i.had to pay an additional almost $500 if I wanted it fixed from them. Now the transmission solenoid is going bad and so that needs fixing and car payment is due it seems they don't care it's just the money for them

• Initial Complaint

  Date:10/01/2024

  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 initially purchased my vehicle from Byrider 6/28/24 but was later switched into my current vehicle 7/3/24 due to the prior vehicle being flood damaged, this was ANOTHER 2016 Chevrolet Malibu just a newer body. it was a hassle getting into this car I spent hours there at the dealership when it was literally suppose to be an even exchange like the company stated over the phone but instead they gave me the run around and had me travel back and forth 2x. I fell in love with my car when I seen it, I took it for a test drive and smelled gas so I mentioned that to the sales *** and he goes ''well all of the cars are inspected before they go onto the lot'' which was a lie codes were just cleared off of the dash apparently. My customer experience was a -10 out of 10, Well my check engine light came on not too long after. I bought my first part for this car 7/12/24 which was the turbocharger and this was NOT covered under Byrider's warranty. When I took the car to a TRUSTED shop they inspected it for FREE while Byrider wanted $75 after I just purchased an INSPECTED car. After the workers at the ***air shop looked at the car they proceeded to tell me that the turbocharger had been leaking internally and externally for a long time and that it was shooting oil from the turbocharger through my exhaust system which needed to ***laced as well (catalytic converter, catalytic converter piping, muffler etc.) that ***air cost was estimated at $2,600 and I bought the car 9 days prior he also recommended me NOT to drive the vehicle because of it being a safety hazard. After hearing that I was DEVASTATED I bought the car to do **** so I was unsure of what my next steps would be. Ive had nothing but issues with this car, after getting the turbocharger on the car they were ignoring my calls not allowing me to pay my car note so they can ***ossess it REPAIRED. I called into finance on a weekday at 2pm and was told they were closed I hung up and went through sales and was sent right over.

  Business Response

  Date: 10/08/2024

  In the case of Ms. Kayla Carter, Complaint Number: 22364508 , we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Ms. Carter is upset about the mechanical issues she has experienced and the handling of her account.
  Ms. Carter purchased a 2016 Chevrolet Malibu (Vin 319233) on July 3, 2024 from the Byrider location on West Jefferson St in Joliet, IL. The vehicle is covered by a 36-month, 36,000 mile service contract, whichever occurs first. 
  While it is understandable that dealing with service issues can be frustrating, a pre-owned vehicle, similar to any mechanical device, requires proper maintenance and occasional repairs to ensure performance and longevity.
  Our service records indicate that Ms. Carter has never had her vehicle serviced at our location.  She is taking the vehicle to a third party facility and was informed by the third party facility that the turbo charger needs replaced.  If Ms. Carter would like to bring the vehicle to our facility to have the turbocharger diagnosed, she can reach out to the service department at (815)207-5500. 
  Although we empathize with Ms. Carter's unfortunate situation, we are unable to provide any monetary compensation for pain and suffering.
  
  

• Initial Complaint

  Date:08/22/2024

  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.

  My vehicle 2012 ***** equinox was ***od today out of my employment parking lot with out notice. I spoke with the lender Cnac Larry508-761-7000 today he said certified letters3 have been sent. I NEVER received any such certified letter from CNAC. I asked when they were sent he could not provide dates . Therefore I was not given proper notice. I admit I am behind but had spoken to ***** explaining the situation he would let the account *** know and call me. No such call from ***** in the past week or so. I did offer to make a partial payment they said no all or nothing. Even making a few payments should justify my attempt to resolve.

  Business Response

  Date: 08/26/2024

  To whom it may concern,

  ******* was sent 6 Right to Cure letters and signed for 3 of them. The repo was not put out for 60 days because her husband called and said she was in the hospital and were trying to work with her in hopes that she would call and get the account current. Contact was lost and no payments had been received leaving us no choice but to repo the vehicle.

  ***********************

• Initial Complaint

  Date:07/02/2024

  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 had to have my car repaired due to an engine leak. And I believe I was taken advantage of and deceived that my car was fixed only for my car to break down 2 weeks later and told I needed my engine replaced. And now Im being charged an additional $500 after paying $600 for them to fix my car.

  Business Response

  Date: 07/08/2024

  Please see attached