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

  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

• 

  CNAC, CarNow Acceptance Company

  90 Broadway Ave Bedford, OH 44146

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:10/08/2022

  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.

  I had gotten a vehicle from CNAC and JD Byrider, the company who actually sells the vehicles. After having the vehicle for about 6 months, I had gotten into an accident. I had to work with them for the next 4 weeks, along with my insurance, to get everything settled to get me in a new car, after I had called them to make sure I was ready to get my replacement, they told me nothing was done. I had to redo everything 20 times in the span of 4 months, seeming to push the time until their policy changed in the middle of getting my replacement so I couldn't get my new car and make me pay a ton of money for their mistake. They also ran my credit score to the ground because of this.

  Business Response

  Date: 10/20/2022

  In the case of *******************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider/CNAC.  ************************ is dissatisfied with handling of his account after his vehicle was deemed a total loss in an accident.  
  

  ************************ purchased a 2009 ***** Civic on October 16, 2021 from the company-owned Byrider on ******************* in ******, ****.   
  

  ************************ was in an accident, and an insurance claim form was filed on May 6, 2022. The vehicle was deemed a total loss, and an insurance check was issued, leaving a deficiency balance still owed on the account.  We offered ************************ the option of purchasing another vehicle, pending his approval for financing.  Unfortunately, after he completed the application and was evaluated per our standard underwriting procedures, we were unable to extend an offer for financing.  An *** was provided detailing the reasons.  
  

  We strive for the highest level of customer satisfaction and apologize for the inconvenience this matter has caused ************************.
  

  
  

• Initial Complaint

  Date:10/07/2022

  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.

  Financed a car through cnac in 2017. The end of the loan was to be Sept 30th 2022.It's been a nightmare.Their "proof" of what was deferred payments according to them i approved that i never ever ever did.. was scribbled signatures that isn't even mine.. fun fact... my name was signed with my married name BEFORE I was married...Fraud fraud fraud.They can never show proof of any of this ********.I literally paid a car off today and gave them way more money than was due.A lawyer will be In contact because i will not let them scam someone else...

  Business Response

  Date: 10/20/2022

  In the case of ***********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC.  ************** is dissatisfied that the payoff of her account was delayed as a result of her payment history.  
  

  ************** purchased a 2006 Chevrolet Trailblazer on February 17, 2018 from the company-owned Byrider on  ******************* in *******, ****.  A review of Ms. ****** payment history shows that she was late on numerous occasions. In two instances, ************** also utilized our rehabilitation program that assists customers with bringing their account current when they are experiencing serious delinquency.  Any late payments or arrangements that cause a delay of payment can result in an increase of time to pay off the account.  The payment schedule that is provided during the contract closing is only accurate when the customer remains on schedule with their payments.  Additionally, all signed documentation was executed in accordance with our standard document control procedures.  
  

  We apologize for any inconvenience this matter may have caused **************, and we wish her the best in future endeavors. 
  

  
  

• Initial Complaint

  Date:10/07/2022

  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 car from a dealership 8/2022, they sent pay off check to CNAC (over payment of $214.xx). I have been told so many different dates that the over payment has been mailed to ME and my NEW address. My address was not updated until 09/12/2022, but yet was last told 10/06/2022 and 10/07/2022 that an overpayment check was mailed out to my PO Box on 08/31/2022 - Remember they didn't update my address until 09/12/2022. Every time I have called I am being told to to allow 30 to 45 days to receive the check. Even thought CNAC already knows the post office will not forward a check. I feel it is only right that I am paid interest on my overpayment and a new check be cut and sent OVERNIGHT delivery.

  Business Response

  Date: 10/20/2022

  In the case of Rua Bluck, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC.  ************** is dissatisfied with the length of time to issue her a refund check for an overpayment on her account. 
  

  ************** purchased a 2009 **** Flex on January 3, 2019 from the company-owned Byrider on *********************************************************** August 19, 2022, a payoff check was received from a *********************** Dealership and was applied to the account, which resulted in an overage.  A check was issued for this overage to the address on file.  ************** Ms. ****** address was not current.  There is no record of her ever notifying us of her address change prior to us issuing the check to the incorrect address.  The address has been updated and the check was reissued and sent on October 12, 2022.  
  

  We apologize for the inconvenience this matter may have caused, and we wish ************** the best in her future endeavors.
  

  
  

• Initial Complaint

  Date:10/06/2022

  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.

  I have reached out to Cnac In101. They have failed to provide proof of validation regarding a debt that does not belong to me. They have furnished this alleged debt on my consumer report and have failed to validate the alleged claim pursuant to Sec. 809(b)of the Fair Debt Collection Practices Act and according 609(a)(1)(A), you are required by federal law to verify, through the physical verification of the original signed consumer contract, any and all accounts that you post on a credit report. I demand this item be removed from my credit report immediately. Cnac In101 you are furnishing inaccurate and incorrect information to the consumer reporting agencies.The reporting of such inaccurate information has caused severe damage to my character, my reputation, my general mode of living and my ability to obtain credit for personal and house purposes.You and your inaccurate reporting have damaged my livelihood.15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies (a)Duty of furnishers of information to provide accurate information 1) Prohibition (A)Reporting information with actual knowledge of errors A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.Duty: a moral or legal obligation; a responsibility Accurate: correct in all details; exact.Prohibition: a law or regulation forbidding something As Defined by The *** Even if you didn't receive a Form 1099-C, you must report canceled debt as gross income on your tax return.The *** Clearly defines a charge off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes your reporting of this account inaccurate!Account Number: *********

  Business Response

  Date: 10/12/2022

  We are unable to find an account in our system under ****************************  The attachment provided by **************** shows the **** of Missouri as the original creditor in her dispute, which is not CNAC.  If **************** feels this is an error, we would encourage her to contact CNAC at ************** for assistance.  

• Initial Complaint

  Date:09/28/2022

  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.

  I accidentally overpaid on my loan. I have been asking for the money that was overpaid be refunded to me. On 09/21/2022 I was told it would be credited to my bank account since my loan is in good standing. Ive been waiting for the credit for a week, nothing was sent. I called on 09/26/2022 and was told I was not going to be refunded. When I ask to speak to a manager the employee hung up on me. I have called the corporate office and was told I would receive a call back and I have not. Today I finally spoke to a person named ******, very rude. Could not answer my question about how I was told one thing and then the following week told another. I am not even asking for the full payment in return, just a partial payment. ****** continued to yell at me in the phone stating its not their fault so they wont return the money. You can contact ****** at ************ press 1

  Business Response

  Date: 10/05/2022

  In the case of ***************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  
  
  ************** purchased a 2009 ******* Accent on August 15, 2019 from the franchise-owned Byrider on *********************** in *******, *********.  Records show that on September 19, 2022, ************** made a payment of $1000 on the **** website.  ************** contacted the franchise-owned **** and requested that $800 of this payment, that she initiated and authorized, be refunded back to her.  This request was not able to be approved, and on September 28, 2022, when the franchise-owned **** attempted to discuss Ms. ****** concerns, the call was terminated before the issue could be addressed.  An attempt to reach her after this call was not successful.  
  
  The franchise-owned **** strives for the highest level of customer satisfaction and would encourage ************** to contact them if she would like to discuss this matter further.

  Customer Answer

  Date: 10/06/2022

  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. 
  
  The representative who responded with on this claim failed to mention the manager yelling at me so of course I disconnected cal. That manager called me back and continued to yell at me again, which yes I terminated the call. I would like all calls reviewed so CNAC can hear exactly how their employees are speaking to their customers. 
  my loan was also not past due so the payment was not even suppose to be collected from them. 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 10/11/2022

  The franchise-owned CNAC stands by the details provided in the initial complaint response. In a gesture of goodwill, the franchise-owned CNAC has processed a refund of $600 back to the customer.  If ************** has any additional questions or concerns, we encourage her to contact the franchise-owned CNAC. 

  Customer Answer

  Date: 10/18/2022

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]

  CNAC added the balance to my loan with them, but did not refund the money as they said they did. So I have not received the $600 refund and now I owe them the $600 again I just want to know when my money will be deposited into my bank account. I hav attached a screenshot of the loan where it says I have a payment due next week but there isnt a $600 refund that was stated. 
  
  Regards,
  
  *****************************

  
  

  Business Response

  Date: 10/21/2022

  The refund was processed on October 11, 2022, but it was returned by her bank.  A request has been submitted to issue ************** a check in the amount of $600.  If she has any more questions or concerns regarding this matter, she can contact the franchise-owned CNAC for assistance.  

  Customer Answer

  Date: 10/23/2022

  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. 
  
  I have attached the response I receive from my financial institution regarding the refund. CNAC did not even attempt the refund. Im tired of being given false information by them. I would rather now have CNA just take the $600 off my loan balance instead of trying to send a check (which could take months). Due to CNACs adding the balance onto my loan and not actually refunding the money, I do not have the funds to pay my payment due on the 27th this month. So please just take the $600 off my loan balance, do not process a check to be sent me. 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:09/21/2022

  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 recently financed a vehicle with CNAC, and so far everything is going ok ,other that they constantly call and harass me about being late on my ********************* because they say that i don't have insurance coverage on my vehicle. I do in fact have full coverage on my vehicle. I faxed them my Insurance declaration page 3 times, to the number that they provided, but they keep saying that they never received any proof of insurance from me. And when i call into **************** to pay on my account, they advise me that i am behind on my collateral insurance, and would i like to make a payment on it to bring it up to date? One person i talked too even found my fax in a pile of faxes, but they continue to say i am behind in my insurance. I finally had to block their number, due to them calling me on a daily basis. I don't know if it is incompetence, Laziness, or wanting more money. But if they need to stop harassing me.

  Business Response

  Date: 09/29/2022

  In the case of *********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. ************** experienced some issues with getting his third party insurance coverage applied to his account. 
  

  ************** purchased a 2016 ******* MKZ on July 22, 2022 from the company-owned Byrider on Broad Street in ********, ****. On August 24, 2022, ************** submitted proof of his insurance coverage. However, due to the oversight of an associate, it was not entered properly onto the account. The insurance documentation has been entered, and it was backdated to the date it was received.  The *** insurance has been canceled.  
  

  We apologize for the inconvenience this caused, and we look forward to a bright future with **************.
  

  
  

• Initial Complaint

  Date:09/16/2022

  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.

  Hello, this is an urgent claim in regard to **** - IN101 situated at ******, **. They've recently reported assumed and unverifiable financial history data on my credit record to the credit reporting bureaus, they don't want to carry out a real investigation, and, most importantly they've not provided any type of evidence of the reported information that they're reporting. The precise detail in dispute is: CNAC - IN101 Account # ******* Despite the many times that I contact them to deal with the flaws on my credit profile, this organization keeps on ignoring my urgent need to investigate my dispute and which causes me a whole lot of unnecessary finance related AND mental fatigue. I'd like the erroneous info purged from my credit file right now. This situation has led to significant and irreparable harm, not limited to my credit, but additionally to my professional credibility. Please assist. Thank you.

  Business Response

  Date: 09/22/2022

  In the case of **************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider.  ************ is disputing the accuracy of the reporting of her CNAC account on her credit report and is requesting the removal of the tradeline.   
  

  ************ purchased a 2012 Buick Regal on August 13, 2019 from the company-owned Byrider on ************** in *****, ****. in Late 2020, Ms. ***** vehicle was in an accident, and an insurance claim was submitted through her insurance provider Progressive. Progressive issued a check on January 21, 2021 which was applied to the account, leaving a deficiency balance owed on the account.  
  

  Recently, in August, ************ disputed the accuracy of her tradelines, and our ************************** investigated the dispute and found the tradeline to be reporting accurately.  Records show that ************ has disputed the tradeline on multiple occasions, and each time, we investigated the dispute and responded appropriately. 
  

  To uphold our integrity as a data furnisher, we cannot adhere to Ms. ***** request to remove the tradeline from her credit report.  If ************ is interested in making payment arrangements on her outstanding balance, we encourage her to contact CNAC to discuss her options. 
  

  
  

• Initial Complaint

  Date:09/06/2022

  Type:Product 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.

  Long story short, a car I had went to auction from them. There was an overage amount of ***** dollars that they owe me. They sent me a letter stating this on June 29th. July 29th I called to check to see where the money check was they said it takes ***** days and I should see it soon. 3 weeks go by and nothing in the mail. I call CNAC they told me it was sent on July 27th. I explained to them I never received it, they said they sent it to an old address but I have mail forwarding in place and have received every letter from them through the forwarding service. On Aug 24th they put in a request to resubmit the check, said would only take a few days and would call me when they send it. Its now September 6th. Still no phone call or nothing. So I call CNAC again, they say it says the same thing, A request to resubmit the check was put in and have no further information. CNAC said they would call once they know something. Its been over 2 months and I feel like they are just giving me the run around. They also tell me they have no phone numbers to give me to reach out any further. Not sure if at this point I need to take legal action or perhaps BBB may assist me in getting this resolved.

  Business Response

  Date: 09/17/2022

  In the case of ***************************, Complaint number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC.  ******************** is concerned that he has not received a check yet for the overage of his account. 
  

  ******************** purchased a 2011 Jeep Compass on February 9, 2018 from the company-owned Byrider on *************************** in ******, ****.  ******************** defaulted on his retail installment contract, and the vehicle was subsequently repossessed on May 20, 2022.  The vehicle was sold at auction, and the proceeds were applied to the account on June 23, 2022, leaving a surplus on the account owed back to *********************  The check for the overage was mailed on June 29, 2022.  ******************** informed us on August 23, 2022 that he had not received his check.  The address that we had on file when the check was mailed was not Mr. ********* most current address.  A request was made to our accounting department to reissue the check, but they have encountered some processing delays.  The accounting department is currently working to get this check reissued to *********************  
  

  We apologize for any inconvenience this matter may have caused, and we remain committed to getting ******************** the funds owed to him in a timely manner. 
  

  
  

  Customer Answer

  Date: 09/19/2022

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:08/29/2022

  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.

  ***** 19 2022, My vechile was repossessed. I received a letter On August 22 2022 in regards to the repossession. I was not giving any other warning before this incident accurrred. The letter shows and well as he rep I spoke with advised me that $1292.70 needed to be paid. I advised the company Cnac that I will make that payment Friday August 26, 2022. When I called to make payment I was advised of an additional $206 and $60 fees. In which I paid all the fees that total to the amount of $1,558.17. I was told I would a call to let me know when I can pick up my truck. Its currently Monday August 29, 2022. After calling Cnac I was told my rep who's handling my case is not available which was the same thing I was told Saturday August 20, 2022. I spoke with a woman who told me I failed to go remove my tags from my truck. I advised the rep that I don't even know the location of my truck. The woman said he could take 7-9days after payment for me to get my turck back. I still have no knowledge as to the where abouts of my truck. I don't know the company that towed my truck from my home, or the location/lot of where my truck is. The letter doesn't provide that information nor have any of the reps I've spoken too. I am still waiting for my case rep to call me back. The letter stated that my truck would be moved after September 19 2022 if no payment is paid in full. I am still required to pay for the days, I have no access to my truck or any knowledge of where my truck is. I am paying for rides and will still have to find a ride to pickup my truck. This process doesn't seem legal. Something is not right with this company. If I completed the requirements, why am I being denied from getting my truck back. This process seems unfair and it seems like Cnac was attempting to sell my truck before the September 19th date given. My personal items and my childen items are in the truck. If possible I want to get all of this information/process/procedures in writing.

  Business Response

  Date: 09/10/2022

  In the case of *********************, Complaint Number: ********, we investigated this matter with the full cooperation of the company-owned Byrider.  **************** has expressed dissatisfaction with the reclaim process for her vehicle after repossession. 
  

  **************** purchased a 2012 Chevrolet Equinox on October 29, 2020 from the Byrider location on ************* in **********, ********.  **************** defaulted on her retail installment contract, and her vehicle was subsequently repossessed on August 19, 2022, per our standard repossession procedures. She was able to reclaim her vehicle on August 31, 2022, in accordance with our policies and procedures. 
  

  We apologize for any inconvenience this has caused, and we value **************** as a customer.
  

  
  

• Initial Complaint

  Date:08/17/2022

  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.

  I bought a car through JDByrider last summer. **** is my lender. Every payment has been on time. They started contacting me last week, saying I owe almost three months worth of payments. I have a printout straight from the bank with EVERY payment detailed, on time, and accepted by ****. I emailed this to ****. I've looked at my account on the **** app, and everything on there was correct until June 2022, when things started getting very confusing. But the **** is.... ******** has NEVER refused a payment, and I have PROOF of this. Any suggestions? If I had money for an attorney, I would have never needed to go through Byrider....

  Business Response

  Date: 08/26/2022

  In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC.  ******************** is disputing 
  
  ******************** purchased a 2013 Kia **** on July 10, 2021 from the company-owned Byrider on *************************************** in ***********, ************. 
  
  Our records show that 3 of Mr. ********** payments were returned due to Non-Sufficient Funds.  Our accounting department investigated this matter, and confirmed that we did not receive those funds. We advised ******************** on August 19, 2022 to work with this bank on this issue.  If ******************** still feels this is an error on our end, we need for him to provide his full bank statements for **** and July. 
  
  ******************** is a valued customer and we remain committed to assisting him.