Complaints

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

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  CNAC, CarNow Acceptance Company

  12802 Hamilton Crossing Boulevard Carmel, IN 46032

• 

  CNAC, CarNow Acceptance Company

  7550 Leavitt Rd Amherst, OH 44001

• 

  CNAC, CarNow Acceptance Company

  9797 Colerain Avenue Cincinnati, OH 45251

• 

  CNAC, CarNow Acceptance Company

  15200 Lorain Ave Cleveland, OH 44111

• 

  CNAC, CarNow Acceptance Company

  5250 Brookpark Rd Parma, OH 44134

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:01/25/2023

  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.

  They had my vehicle repossed for non payment 1/24/23 at about 12p. I called at that same time and made a payment of way over $800 and brought my account current. The representative, whom then had to submit that information so that *** car could be released back to me and he still hasn't done so and keeps telling me that he did and it takes seven days. I then called and asked for a supervisor 12 different times and literally NO ONE has gotten me a supervisor. Several representatives have informed me he could have submitted the information yesterday and sent it over and my car could have been released yesterday but they didn't see that and kept sending me back to him. I've called the repossession company and they still haven't been updated yet. I've called CNAC several times, emailed asking that someone in management would reach out to the company so they are aware that I am current now over 24hrs so they can release my vehicle and no one will do this. They won't even escalate my call when I told him I'd hold, he literally told me he can't hold up his line and none were avaliable. This can be reviewed because the calls are recorded. This has been horrific customer service! I've had other experiences with trying to get assistance with this CNAC company for other situations and have ran into unbelievable difficulties as well and it's unfortunate and I can only imagine what they are doing to others if they are doing this to me , after I actually made such a huge payment. And I couldn't get any resolved when I contacted their **************** when I called them.If they have their money I should have my vehicle. Thanks to technology, things are able to be sent and updated instantaneously so they need to send over the current information to the possession company so they don't proceed with thier process on a vehicle which isn't past due any longer. I need a Manger to get right on this situation, update the possession company and follow up with me so I can get my car

  Business Response

  Date: 01/30/2023

  In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the Byrider/CNAC.  Ms. ****** is aggrieved at the handling of the reclaim of the repossessed vehicle.   
  

  ************************* purchased a 2008 GMC Acadia on July 3, 2020 from the company owned Byrider on *************** in ******, ****.  
  

  Ms. ****** defaulted on her retail contract, and her vehicle was repossessed on January 24, 2023.  CNAC has written policies and procedures that govern the repossession process to ensure that every repossession adheres to federal and state regulations.  
  

  Ms. ****** paid her past due delinquency on January 24, 2023 and was advised that the reclaim process could take up to 7 business days. Ms. ****** was contacted on January 26, 2023 and advised the vehicle was ready for pickup.  Ms. ****** reclaimed her vehicle on January 26, 2023.
  

  
  

• Initial Complaint

  Date:12/19/2022

  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.

  I financed my vehicle the end of July 2022. I made my payments early always. November 11 2022 I come out of work to find my vehicle repossessed and gone. I contacted them and they told me they never received payments yet I have all the receipts and my bank statements. I contacted and contacted and they told me my vehicle would be brought back and now they began calling me a month later telling me I need to pay $1600 to reclaim my vehicle. Thats ridiculous so I sent them the proof they needed and they said it was valid but when my fianc called they said another story saying thats not proof enough. We have contacted lawyers to help us through this but this still doesnt help because we need our vehicle now. We cant get to work or wherever we need to go. We just want our vehicle back.

  Business Response

  Date: 12/22/2022

  In the case of ***************************, complaint number ********, we have investigated the matter with the full cooperation of the company-owned Byrider. ****************** complained to your office on December 19th that his vehicle was repossessed for non-payment but that he had proof of those payments.
  

  Mr. ************* purchased a 2013 Buick Encore on July 27, 2022 from our dealership on ***********., ************, **. 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 orally.  ****************** signed a Retail Installment Contract which secures his purchase.
  

  Mr. Locketts retail contract requires biweekly payments of $****** due on August 12, August 26, September 9, September 23, etc. There have been a total of 4 valid payments submitted on this account - 8/9/22 ******, 8/23/22 $******, 9/20/22 $248 and 10/4/22 $120.
  

  A payment of $****** submitted on 9/13/22  was returned from the bank as non-sufficient funds, and a payment of $298 on 9/15/22 was also returned as non-sufficient funds. Since the last payment was made on 10/4/22 CNAC continued to try to reach out to ****************** on a daily basis to resolve the delinquency. On 10/20/22 the Authorized third party, ********************************* contacted CNAC and set up an arrangement on Mr. ******** behalf to pay $418.79 on 10/21/22.  CNAC began collection efforts again when that commitment was broken. All attempts to reach ****************** were unsuccessful.
  

  CNAC made the difficult decision to repossess the vehicle on November 16. Mr. ****** provided valid documentation of payment through 10/4/22.  A screenshot of a $248 payment Mr. ****** provided did not come from CNAC or was a valid representation of a bank draft to CNAC.
  

  At CNAC we strive for the highest level of satisfaction for every customer. While we sympathize with Mr. ***************** predicament, he did default on his retail contract. Mr. ************ has been given every opportunity to provide valid documentation of payments he claims to have made.
  

  
  

• Initial Complaint

  Date:12/14/2022

  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.

  So just recently I just started becoming a few days late on my payments but I always try to resolve an issue with them and let them know but they kept telling me that I couldnt pay late Can I borrow from somebody else they were very rude call my phone talking really reckless one day they didnt even call me but they call two of my references left a voicemail Saying Im ducking and dodging them after I just talk to them yesterday but they never called my phone then when I was already trying to make a payment with them and I already explained to them that my job has changed can I lower the payment because I couldnt afford the payments I was making so I tried to lower it and they told me that they couldnt They are very inconsiderate and another thing I did a one time payment with my mom card online so a few weeks after that they charge her car and she didnt authorized it and they was trying to charge my other card I use for a one time payment without me knowing as well just 2 days ago they just charged my mom card again after I was told both cards where deleted from the one time payment info and now were waiting on them to put the money back on my mom card but I just feel like how do you authorize something thats not on paperwork I have one card on file how do you authorize somebody else card without they permission thats not right I have one card on my paperwork that should be the only card they charge especially if I did a one time payment online but my biggest issue is I just wanted to reduce my payment if possible and I dont like how the people on the 27th location talk to me so I dont want to deal with them ANYMORE.

  Business Response

  Date: 12/19/2022

  In the case of ******************************, we have investigated this matter with the full cooperation of the franchise-owned CNAC.  **************** ***** is upset at the handling of her account
  **************** ***** purchased a 2012 ****** Versa on June 12, 2021 from the franchise-owned Byrider location on *********** in *********, *********.  
  CNAC has documented policies and procedures surrounding the servicing of accounts and was surprised to learn of **************** ****** complaint. We promptly launched an investigation and discovered that we did process a payment that was authorized, the card that was used was not authorized. The representative did not follow protocol which requires verification of the card number.  The unauthorized payment was refunded.  CNAC took this opportunity to retrain their staff and the associate who made the error received corrective action. 
  **************** ***** also expressed dissatisfaction by the frequency at which she is contacted regarding her account.  CNAC has written policies and procedures in place that govern the collection process and ensure adherence to all federal, state, and local regulations.  **************** ***** is called only when she is late on a payment. 
  
  

• Initial Complaint

  Date:12/08/2022

  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.

  October 21, 2022 Purchased vehicle with CNAC loan through Byrider October *****, 2022 Tire was flat every morning. We put air in 3 times a day. Took tire to ******* auto center for repair, we were told there was nothing wrong with the tire. Took the car to Byrider, after twenty minutes we were told they found a small nail and patched it. Had to miss work each of these days. On the 27th had Byrider tow car to their shop where a new tire was installed. November 1, 2022 car stalled at a stop sign and again while driving. Asked for a refund or a different car, was told by Tre they do not do refunds or change vehicles. They are willing to fix issues that have to do with drivability of the car and nothing more. November 11, 2022 car overheated, Byrider replaced thermostat again, water pump and other things I dont remember. November 19, 2022 car overheated November 21, 2022 Byrider replaces thermostat again and cylinders I believe. We were told by Byrider mechanic when the car overheats again its probably the engine and one would be ordered so they could be ready for it. December 3, 2022 Engine overheated again, smoked up, had to call Byrider to have car towed to them. December 5, 2022 Contacted Byrider to ask about status, told the engine would be installed and car would be fixed Thursday the latest. Asked if we could receive discount on our payment since we were going to be without a car for a week and had JUST paid Friday for two weeks. Was told no, payment is due next Friday even though an entire week of work was missed. Byrider told us if the car was in their shop for 5 days we MIGHT qualify for a rental. In their logic the car engine blowing on a Saturday didnt count because the car was not in their shop. So here we are stuck paying $326 every two weeks for a car that might work a full week if were lucky. CNAC/Byrider valued our car at $10k plus another $4k in ************ but we received taxes from dmv valuing car in $4k. SCAMMERS.

  Business Response

  Date: 12/09/2022

  Please note this is a duplicate complaint. The first was filed under complaint #********... In the case of *************************, Complaint Number: ******** and ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  **************** is upset by the mechanical difficulties she is experiencing with the vehicle.  
  ************************* purchased a 2013 Chrysler 200 on October 21, 2022 from the franchise-owned Byrider location in ********, **.  The vehicle is covered by a 36-month, ****** mile service contract, whichever occurs first.  
  While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use. ****************** engine failed and required a replacement. The engine was promptly ordered with an estimated delivery date of 12/7/2022. **************** was advised that the repair would take approximately 2 days to complete. The dealership kept in communication with **************** and the engine did arrive as scheduled. The repair was completed and the vehicle was returned to **************** ahead of schedule on 12/8/2022. 
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value **************** as a customer.  We look forward to our continued relationship.
  

  Customer Answer

  Date: 12/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Byrider is providing false information to the BBB
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:12/05/2022

  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.

  Today Thursday, December 1st I have received 10 phone calls urging me to pick up the kia **** 2014 from the Byrider dealership that has been closed for 3 weeks in which i just found out this morning. The by rider service manager said the engine was fixed but not the air conditioner she needed approval. and she only has one mechanic on duty so that is why they have had the car since October 27 2022. this is dec 1 2022. I asked for an invoice they said they cant get because no one is around. the keys are in the glove compartment. I said i will go and see if the car will run . but if the air isnt working I asked that they take it so it can be repaired. I wil leave the broke vehicle for the company to tow else where, cnac gave me a estimate to get the air fixed air fixed.

  Business Response

  Date: 12/07/2022

  In the case of *********************************, Complaint Number: ********, we have investigated this matter with the company-owned Byrider. ****************** is dissatisfied with the mechanical issues she has experienced with her vehicle.
  

  ****************** purchased a 2014 Kia **** on July 30, 2021 from a company-owned Byrider on Broadway, ************, **. The vehicle is covered by a 48 month, ****** mile service contract, whichever occurs first. 
  

  While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.  
  

  ****************** had her engine replaced in November. Unfortunately her air conditioner was not serviced at the same time. We apologize for the error and reached out to ****************** on December 7, 2022. She is going to bring the vehicle to our Lafayette location where this will be made a priority.
  

  
  

• Initial Complaint

  Date:11/19/2022

  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.

  I purchased a vehicle on 10/8/22, contacted the dealership on 10/11/22 for a check engine light issue and the car not starting when putting gas in, the codes were for a gas valve issue and oxygen sensor. I scheduled a service appointment but was unable to make it due to personal reasons. On 11/8/22 I became stranded when the vehicle wouldn't start and had to be towed, the vehicle has been in service since 11/8/22 with a transmission control module that is a recall from **** and there is no time line on repair due to part in back order. The dealership will not put me in another vehicle and CNAC will not put payments on hold until the vehicle is operational. I am required to make payments every 2 weeks and have not had access to this vehicle and have no idea when I will have a vehicle and now I'm getting harassing phone calls from CNAC when a payment was due on 11/18/22.

  Business Response

  Date: 11/28/2022

  In the case of ***********************, Complaint Number: ********, we have investigated this matter with the company-owned Byrider. ************** is dissatisfied with the mechanical issues she has experienced with her vehicle.

  ************** purchased a 2014 **** Focus on October 8, 2022 from a company-owned Byrider on *************, **********, **. The vehicle is covered by a 36 month, ****** mile service contract, whichever occurs first. 
  

  ************** contacted us on November 8, 2022 stating her car would not start.  We asked the customer to get the vehicle towed in so that we could diagnose the problem.  ************** did not want to pay for the vehicle to be towed to our shop.  As a gesture of goodwill, Byrider arranged the tow at no expense to ***************
  

  On November 14, 2022 ************** contacted our service department and stated that she had spoken to ************** and that they had agreed to provide her with a rental if she brought her car to them to be repaired. Byrider arranged to transport the vehicle to ************** per Ms. ****** request.  After ************** diagnosed the vehicle, they informed ************** that she would not be provided with a rental car.  ************** then requested that Byrider complete the repairs because ************** 
  did not follow through with their commitment.  
  

  The vehicle was towed to our ********* ** shop on November 23, 2022. The repair is scheduled to be completed by Tuesday November 29, 2022. 
  

  While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.  
  

  We cannot adhere to Ms. ****** request to release her from her contractual obligations. Ms. ****** vehicle is covered by a 36-month, ****** mile service contract that will cover the cost of any eligible repairs, and ******* will stand behind the service agreement.

• Initial Complaint

  Date:11/16/2022

  Type:Order 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.

  An agent representing this company made an illegal transaction transaction withdrawal on my checking account. The transaction was done after hours and on a day when the business is closed. This transaction caused my checking account to have a negative balance. After sending multiple emails to a representative of their company the transaction has magically disappeared. They have violated their contract agreement with me and I want justice.I want them investigated for fraudulent and deceptive practices. And theft. I have proof that this was done and I want answers.

  Business Response

  Date: 11/21/2022

  In the case of *************************, Complaint Number:18412109, we have investigated this matter with the full cooperation of the franchise-owned CNAC.  **************** is aggrieved at the processing of automatic payments on his/her account.  
  CNAC has documented policies and procedures surrounding the servicing of accounts and was surprised to learn of ****************** complaint. We promptly launched an investigation and discovered that while we did have a signed Automatic Payment Authorization form on file, there was a system error that ran the card early.  The payment declined. On November 15, **************** contacted CNAC  and informed them of the error, requesting the auto pay be removed from his account. That request was honored and **************** made his payment through the online portal. If **************** incurred any fees due to the error, he should submit them to CNAC for a refund.
  At CNAC we strive for the highest level of satisfaction for every customer.  We apologize for any inconvenience this matter caused **************** and we value him as a customer.
  
  

• Initial Complaint

  Date:11/14/2022

  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.

  We purchased a vehicle from jd by rider using CNAC to finance the loan and before the first payment was due the vehicle was repossessed. CNAC claims the reason was because of an eviction warning letter from our apartment complex

  Business Response

  Date: 11/18/2022

  In the case of *********************************, Complaint Number: ********, we have investigated this matter with the company-owned Byrider. ********************** is dissatisfied with the repossession of his vehicle. 
  

  ********************** purchased a 2017 **** Escape on October 19, 2022 from the company-owned Byrider/CNAC on ******************, *********, **.  The purchase was secured by a Retail Installment Contract. 
  

  The company owned Byrider/CNAC has documented policies and procedures surrounding the sales and underwriting process.  As with any new customer, ********************** completed an application process and asked a series of questions such as name, address, social security number, and residential and employment information. ********************** was asked if he was up to date on his rent payments. ********************** stated he was current.  During the  verification process, it was discovered that ********************** is scheduled for eviction. This violated the terms of his Retail Contract.  The company owned Byrider/CNAC made the difficult decision to repossess the vehicle.
  

  We would like to consider this matter as resolved and would appreciate your agreement with this resolution.
  

  
  

• Initial Complaint

  Date:11/14/2022

  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.

  My car was recently repossessed after a two month non-payment even though I made a payment earlier in the month of October. I was not informed that I was car was going to be repossessed. I got no phone calls no mail no emails. When I told CNAC they told me there was nothing they can do since they did send out emails even though I didnt receive them even though they did send out mail thats I also didnt get I also didnt receive any phone calls either. When I tell them this, they just wave it off and tell me I have to pay $**** plus any payments that become due while its at the auction. My biggest issue I am having with this whole situation is I was never informed everyone wants to tell me well you know when your payment is due you know this you know that correct I do. At the same time my car was undrivable. I am a single mother. I had to get tires. I had to get brakes rotors all of that before the car was even drivable and safe for my kids to be in that messed up my payments for September and part of October. I did pay in October at the beginning October 14 so I dont know how my account was still how many days past due when I have paid on it. All I want in this situation is for someone to look at this and say hey, she was paying she did do a payment in October , there was no reason for them to come get my car for being ****************************** well I have to pay the ****+ payments that arise while my car is sitting at this auction. I was all for paying the **** because I have that right now but then they were like I also owe the current car payment and everything has to be zero for me to get my vehicle back. I do not have that , I do not need a repossession on my credit so I would like the vehicle back. It just seems that CNAC is not working with me how they should be. Like I told them if I would have been informed that my car is at risk of repossession, I would have made sure that this didnt happen.

  Business Response

  Date: 11/18/2022

  In the case of *******************************, complaint number ********, we have investigated the matter with the full cooperation of the company-owned Byrider. **************** complained to your office on November 15th that her vehicle was repossessed for non-payment and that it was not communicated to her that her account was delinquent. 

  
  Ms. ***********; purchased a 2012 Chrysler Town & Country on August 7, 2021 from our dealership on ****************., **********, **. 

  
  **************** has an account with biweekly payments of $206.17 due on August 5, August 19, September 2, September 16, etc. 

  
  **************** was current as of July 22 but then did not make another payment until August 4 in the amount of $110, which is $96.17 short of a full payment. Another payment was not made on her account until September 2, which was also less than her full payment amount. Her next full payment wasnt made until October 14, at which point her account was already severely delinquent.

  
  Several contact attempts via phone calls and mail were made but were unsuccessful.  CNAC made the difficult decision to repossess the vehicle on November 2. **************** contacted our office on November 3 and was told $1,215.19 was needed to reclaim her vehicle. **************** called back on November ********************** reclaiming and paid $620. **************** was informed that another payment had come due. **************** decided not to reclaim her vehicle and was refunded the $620.

  
  We would like to consider this matter as resolved and would appreciate your agreement with this resolution.
  

  
  

  Customer Answer

  Date: 11/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  In the message from Cnac its says they tried to contact me which I have no record of my car being repossessed for 62 pass due is unacceptable. When I spoke to someone before I was told that they dont repossess until your are *********************** that time you will get letters Saying your car will be repossessed. As I dated before I didnt get said notice at all . And they are now saying I would owe **** . I spoke to all representatives they all told me **** so what is **** or ****?? I was also told all I had to pay was what was owed at time of repossession and then I got told I have to pay that on top of whats due every week ? Why would I have to do that and the car isnt in my possession??? All I want for this matter to be dropped my car to be returned and Cnac to admit their wrong doing. As I also said to Cnac if I knew my car was in the process of being repossessed when I got off of work and my car was gone would I had made a police report??? I had no idea this was on the horizon since I want notified
  Regards,
  
  Angelique Sew
  

• Initial Complaint

  Date:10/27/2022

  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 purchased cpi insurance through cnac and it's not being honored . I was involved in a collision July 23 2022 and I was informed my vehicle was covered under cpi. Cnac is refusing to pay off the vehicle under their cpi policy and instead are asking me to drive my damaged vehicle 4 hours away to their in house shop. The air bags are deployed. There are several electrical issues due to the collision. The alignment is off due to the collision causing the steering wheel to shake and car to not drive straight. This should be illegal . I pay for collateral protection. The vehicle is inoperable and the kbb value is only **** . There's is no way the damages are less than 75% and I have 3 resources stating this is a total loss . This is fraud. You are not totaling vehicles out yet profiting off insurance claims and still requiring me to make the monthly payment. I will be suing for the request of me to drive a vehicle 4hours that has not been professionally inspected for safety. On what earth is advising someone to drive several hours without airbags in a totaled vehicle okay ? I've been dealing with this for 3 months . I have to work and it's very inconvenient that I'm paying for a service that is fraudulent. I need this vehicle picked up and taken care of as per my collateral protection insurance.

  Business Response

  Date: 10/31/2022

  In the case of ***** Chestnut, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider. ******************** has expressed concern with the handling of her insurance claim when her vehicle was in an accident.  
  
  ******************** purchased a 2013 ***** Civic on March 1, 2021 from the franchise-owned Byrider on -35 East in ******, *****. On July 25, 2022, ******************** reported that her vehicle was in an accident. An insurance claim was opened, and an independent insurance adjuster made the determination that the vehicle was not a total loss and that repairs should be completed on the vehicle.  
  
  On September 2, 2022, ******************** stated she would bring the vehicle into the service department the following week for repair, and she did not.  On October 28, 2022, she contacted the franchise-owned CNAC requesting that the vehicle be totaled due to its condition.  CPI only covers the vehicle and not additional items, such as towing.  ******************** was advised that a tow could be arranged for her vehicle but that she would be responsible for the cost of that tow.  
  
  The franchise-owned Byrider apologizes for the inconvenience this matter has caused ********************, and remains committed to assisting her with the repair of her vehicle.