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 has 6 locations, listed below.

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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

  7550 Leavitt Rd Amherst, OH 44001

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:08/12/2022

  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.

  This business refuses to send me copy of contract I never received a copy of contract the finance people without Driver's license I wanted I have a Driver's license the other buyer on contract does not I need a copy of contract

  Business Response

  Date: 08/22/2022

  In the case of ***************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider.  **************** is requesting a copy of her retail installment contract.  
  

  We have attached Ms. ******* retail installment contract.  A review of her account notes does not show that she has ever requested a copy of her contract prior to filing this complaint.  
  

  We apologize for any inconvenience this matter may have caused and if **************** has any additional questions she can contact CNAC. 
  

  
  

  Customer Answer

  Date: 08/23/2022

  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. 
  Jd byrider lied and said that I did not request for contract that is not true! I requested for my contract before I filed a complaint with BBB.Can u please request them to send to you the phone records of the conversations between my and JD byrider so that can prove that I did request for my contract in which they refused to send it every conversation was monitored and recorded. I was arguing with that company on the phone because they told me that they finance people vehicles without driver's license as long as they make so payments even when they are behind on payments. They should not be allowed to finance people vehicles without Driver's license or insurance!
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:08/07/2022

  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.

  We bought a 2014 ***** sonic from ****** byrider and we have never been late on a payment we bought it January 15th 2022 it was in the shop all but 8 days the first month and has bee. Back 7 times never fixed I have ro pay ro ha e it towed there then pay ******************************************************** two how can I get ro work ro pay for it with no car they lie and play games I will be filing a law suit

  Business Response

  Date: 08/10/2022

  In the case of *********************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  ******************** is dissatisfied with the mechanical issues she has experienced with the vehicle.  
  
  ************************************* and Mr. ********************* purchased a 2014 Chevrolet Sonic on January 15, 2022 from the franchise-owned Byrider on Oak Street in ******, ********.  The vehicle is covered by a 36-month, ****** mile warranty, whichever occurs first.
  
  The franchise-owned Byrider strives to do the right thing and stand behind the vehicles they sell.  They have honored the terms of the warranty and acted in good faith to resolve any mechanical concerns as they have occurred.  The cost of all eligible repairs have been covered under the warranty, and in a gesture of goodwill, the cost of repairs not typically eligible for warranty coverage, diagnosis fees, and warranty deductibles were waived in an effort to provide the highest level of customer satisfaction to ********************.  
  
  Ms. Kimbrells vehicle is at the service department for the first time in months for an oil change and to address concerns regarding loss of power when going up hills and the air conditioner not blowing cold at times.  The Franchise-owned Byrider remains committed to resolving these recent concerns and continuing to honor the warranty by covering the cost of all eligible repairs.  

• Initial Complaint

  Date:07/29/2022

  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.

  Please send me the documentation about this account. A charge off is a cancelled debt and is not supposed to be on my consumer report. Its considered income, and income cannot be reported on a consumer report since the debt was charged off. You need to provide the FORM ****-C cancellation of debt which shows that the debt was written off. How can your company keep asking for a debt that was written off? under 12 U.S. Code ****n - Accounting objectives, standards, and requirements- this is deductible from your companys taxes Your companys continued reporting of this derogatory item will be considered willful non-compliance due to the previous notifications and your continued disregard of the law. I'm working hard on trying to clean up my credit. This is hurting my chances on improving my living situation Cease and desist ASAP and delete the negative remarks from my consumer credit file. As per FTC guidelines reporting this account in my consumer credit report is a form of collection activity. THIS IS PAID. Thank you

  Business Response

  Date: 08/04/2022

  In the case of Favian Fortune, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  ****************** purchased a 2009 Kia ****** on April 9, 2018 from the franchise-owned Byrider on **************** in ***********, ********.  
  
  On May 28, 2019, ****************** reported that his vehicle was in an accident. The vehicle was totaled, and an insurance claim check was applied to his account, leaving a deficiency balance owed of $6,055.73.  In a gesture of goodwill, the franchise-owned CNAC agreed to settle the account for less than the full balance owed, and ****************** made a lump sum payment of $3000. The franchise owned CNAC adjusted the account accordingly. Records show that a ****-C form was sent to the address on file for ****************** to use when filing his 2019 tax return.
  
  The franchise-owned CNAC has documented policies and procedures regarding the reporting of account information to the major credit bureaus to ensure adherence with applicable laws and regulations.  Mr. ******** tradelines have been reviewed and are reporting his account accurately, as Settled for Less than the Full Balance.  Additionally, the sections of US Code 12 and US Code 15 that are referenced within the complaint involve banks and credit cards and do not apply to the retail installment contracts offered by CNAC.  
  
  Please note that ****************** has not received any telephone, text, or email communications from the franchise-owned CNAC since 2019, and they will adhere to Mr. ******** request in the future to only be contacted by letter through the **** to the address provided.  
  

  Customer Answer

  Date: 08/08/2022

  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. 
  

  as a consumer by law this account needs to be deleted immediately under the Federal Laws for it violates the following
  
  1. 15 USC 1681(a)(4) Infringed Upon a Consumers right to privacy and Under the ***** I never gave you (a non-affiliated 3rd party) consent to have my non-public personal information reported. Credit ****************** are 3rd party non affiliate. 
  
  
  2. A charge off is a cancelled debt and is not supposed to be on my consumer report. Its considered income, and income cannot be reported on a consumer report since the debt was charged off. You need to provide the FORM ****-C cancellation of debt which shows that the debt was written off. How can your company keep asking for a debt that was written off? 
  
  A charge off /collection account should not have a balance therefore it needs to be deleted.
  
  3. under 12 U.S. Code ****n - Accounting objectives, standards, and requirements- this is deductible from your companys taxes
  
  Your companys continued reporting of this derogatory item will be considered willful non-compliance due to the previous notifications and your continued disregard of the law. 
  
  
  Cease and desist ASAP and delete this account from my consumer credit file.

  
  Regards,
  
  ***************************

  
  

• Initial Complaint

  Date:07/28/2022

  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 financed a car with this company in 2020. The car was wrecked with the majority of the loan paid by insurance. I attempted to settle with them afterward. They advised me a settlement amount, have stated a different amount on the phone, disregarding the original settlement amount. The client representatives are horribly rude and they are disrespectful on the phone. Do not do business with them. They are crooked and will lie.

  Business Response

  Date: 08/07/2022

  In the case of ***************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC.  **************** purchased a 2013 ******* Elantra on October 25, 2019 from the company-owned Byrider on *************************** in ******, ****.  
  

  The settlement offer that **************** has mentioned and attached with her complaint had an expiration date stated of November 13, 2021.  Recently, a new settlement offer was extended to ****************, and she paid that amount on July 29, 2022.  The account balance has been adjusted to zero.  We wish **************** the best in her future endeavors. 
  

  
  

  Customer Answer

  Date: 08/09/2022

  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 paid the settlement requested last month. The representative stated everything was settled in full as I have attached here. To this point, they had not been furnishing the credit bureaus with my information monthly. They went back and reported that I was late for 24 months. I would have paid this a long time ago if I had known about the issue sooner and the impact it would have. I feel this is very unethical business practice. If the payments had been reported in a timely manor, it wouldve been resolved. They should have been reporting accurately and timely. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:07/27/2022

  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.

  Called to make a payment on a 18 day delinquent account. Was told I had come in for a face to face in order to pay. This violates CFPB rulings in November 2021. ***** refused to take my payment. I have the conversation recorded. I called back spoke to ****** who said it was locked by finance manager edu that I was supposed to have a meeting with said manager, but she left early that day. So my account should have been opened to pay. By refusing a payment and a manager not there to unlock my account during business hours has since caused me to go even further delinquent.

  Business Response

  Date: 08/01/2022

  Please review the response and let me know your thoughts on it.  Feel free to make any changes you might see fit.  
  
  In the case of Sierra *****, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC.  
  
  Mr. ***********;Sykes purchased a 2010 ***** Traverse on June 12, 2019 from the franchise-owned Byrider on ***************** in *****, *****.  Ms. Sierra Sykes is an authorized third party on the account.  
  
  The franchise-owned CNAC has documented policies and procedures regarding the servicing and collecting of accounts to ensure all laws and regulations are adhered to. Ms. Sykes defaulted on her retail installment contract, and after efforts were made to contact her to rectify the default, certain payment options became disabled.  Ms. Sykes still had the ability to make a payment in person at Byrider.  Recently, Ms. Sykes paid her account up to date, and all payment options have been restored.  
  
  The franchise-owned CNAC apologizes for the inconvenience this has caused and values Ms. Sykes as a customer.  
  
  

  Customer Answer

  Date: 08/04/2022

  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 ************** and **** doesnt allow a payment rejection and that is exactly what happened. The company has however taken my payment over the phone without an in person visit to accommodate the **** regulations effective 2010.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Sierra *****
  

  Business Response

  Date: 08/17/2022

  The franchise-owned CNAC stands by the details provided in the original complaint response.  Payment on the account was not rejected.  Ms. Sykes was advised she had the option to make an in person payment on her account.    
  
  

• Initial Complaint

  Date:07/25/2022

  Type:Sales and Advertising 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.

  hi my name is ****** and I am a customer of CNAC (they ********************* my car) So you understand the situation I am transgender. My chosen name is ******, however in the state of PA it is a laborious and costly process to make a committed name change. So on certain legal documents I have no choice but to use my dead name/legal name. When I first purchased the car CNAC advised they have to use my dead name for legal purposes, which is fine, as log as they refer me by chosen name ******. Every time they call, or send me an email, they use my dead name. I have complained before and yet they still continue to refer me by '*****'. Any other places of business will accommodate, but so far they have not.

  Business Response

  Date: 08/03/2022

  In the case of ****** ****, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC. Ms. **** purchased a 2011 ****** Rogue on June 1, 2022 from the company- owned Byrider on ************** in **********, ************. 
  

  Unfortunately, because CNAC furnishes account data to the credit bureaus through our system, ************** name cannot be changed in the system without a legal change of name. We have entered notes on the account, which should serve as a reminder to CNAC associates. However, the legal name will need to be used when calling into CNAC or verifying the account. Any automatically generated texts, emails, or calls also could potentially pick up the legal name. 
  

  We are very sorry that we cant change the name in the system. If Ms. **** feels any CNAC associate is being disrespectful or encounters the incorrect name being used after the account verification step, please contact ****************************************** and report it. We can pull the phone call recordings, review them, and train the associates.