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Business Profile

Financing

CNAC, CarNow Acceptance Company

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 120 total complaints in the last 3 years.
    • 27 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/28/2024

      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.
      Purchased a vehicle on 6/29/2022 to which the check engine light came on within a week of purchasing. I paid $3,295.00 for the extended warranty on a 2011 *** ******** This vehicle has been back to byrider's service department numerous times for the check engine light, oil leaks, coolant leaks, suspension ect. Byrider service department has even sent my car to a *** dealership for the engine light and oil leak to which they could not figure out the issues. Back to byrider service again ( for 1 week- over a month at a time) the issues have never been resolved. I am not able to pass e check for my car to be drivable. I have paid over $20,000 on a 2011 *** sorento that is ***** blue booked at less than $5,000. They aren't being helpful and stating I'm liable for the almost $13,000.00 they state is still owed. I have recording of the service department stating to turn the vehicle in with the keys because they can not figure out how to fix the vehicle. I had to purchase a new vehicle due to not being able to drive this one. I have all calls recorded and recordings of in person conversations.

      Customer Answer

      Date: 12/30/2024

      Yes

      Business Response

      Date: 01/02/2025

      In the case of Ms. ***** ******, complaint number: ********, we have investigated the matter with the full cooperation of the company-owned Byrider.  Ms. ****** filed a complaint regarding mechanical issues she has experienced since purchase.

      Ms. ****** purchased a 2011 Kia ******* on June 29, 2022 from the company-owned Byrider on ******************* in ******, *****  She also purchased an optional service agreement for 36 months or ****** miles, 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.

      At all times, Byrider has honored the service contract and made good faith efforts to resolve Ms. ****** mechanical issues.  The costs of all repairs eligible for coverage have been covered by the vehicle service contract, and in a gesture of goodwill, the cost of repairs not eligible for coverage were covered by Byrider.  Ms. ****** has not incurred any out of pocket expenses towards repairs.  

      Service records indicate Ms. ******* vehicle was in service a total of 11 times since purchase.  Ms. *******' warranty covered $3218.70 (control arm, tire pressure monitoring system, ball joints, thermostats, oil pan and gaskets, struts, cv axles, sensors, and labor charges).  Byrider policy has covered $292.35 (towing, battery and 3rd party diagnosis fee).  Ms. ****** has had no out of pocket expenses. Per Ms. ******* last service appointment was in August 2024, she has put  ****** miles on the vehicle 

      Upon receipt of this complaint, Best Extended and CNAC reached out to Ms. ****** to discuss her mechanical issues and try to get her scheduled for a service appointment.  Ms. ****** declined to make a service appointment.  ************* would like to have her vehicle serviced, she can reach out to Best Extended at **************.

      Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues have caused Ms. ******* however, we cannot release her from her contractual obligations.


      Customer Answer

      Date: 01/03/2025

      Yes, I still have the extended warranty that I purchased with the vehicle. They are unable to get the check engine light off and even sent it back to the dealer ***** whom also a** unable to get the check engine light off. This vehicle is not drivable.  This vehicle is worth less than ***** on ***** blue book.  I have paid over ****** towards this vehicle. I just want them to take it back and dismiss the remaining balance. 

      Customer Answer

      Date: 01/06/2025

      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.]

      Yes, I still have the extended warranty that I purchased with the vehicle. They are unable to get the check engine light off and even sent it back to the dealer ***** whom also a** unable to get the check engine light off. This vehicle is not drivable.  This vehicle is worth less than ***** on ***** blue book.  I have paid over ****** towards this vehicle. I just want them to take it back and dismiss the remaining balance. 

      Regards,

      ***** ******


    • Initial Complaint

      Date:12/20/2024

      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 a car from them back in 2017 and the car was paid off and there was an amount on an insurance claim due to me however, I've been trying to get the company to fill out the appropriate paperwork and email it either back to the state of Ohio or back to me so I can collect the funds on the insurance settlement. The people are very rude. Nobody wants to help me except for one lady she did help me get to the bottom of it but now I'm getting the runaround they keep telling me they're calling me. They're not calling me and it's not hard. I just need these papers filled out appropriately And in a timely manner.

      Business Response

      Date: 12/23/2024

      In the case of Ms. ******* *******, complaint number ********, we have investigated this matter with the full cooperation of the company-owned ****. Ms. ******* is upset with the handling of her account after an accident.

      Ms. ******* originally purchased a 2010 Chevrolet Equinox on December 2, 2017 from the company-owned Byrider location on ******************* in ******, ****. This vehicle was totaled in an accident and Ms. ******* purchased a new vehicle August 1, 2018. **** received the total loss payout of check of $5,785 and applied it to ******************** account on October 25, 2018.

      On June 20, 2019, CNAC was notified that this second vehicle was totaled in an accident. The account was charged off on October 31, 2019. An insurance claim was processed and an insurance check issued from The General was applied to the account on December 12, 2019, leaving a deficiency balance owed of $6,100.80. 
      **** has established policies and procedures for servicing accounts. Upon receipt of this complaint, **** launched an investigation and found that insurance proceeds were applied properly to Ms. ******* accounts.

      At CNAC we strive to achieve the highest level of satisfaction with every customer. While we understand Ms. ******** situation, **** has no record of owing insurance proceeds.

      Customer Answer

      Date: 12/27/2024

      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.]

      Regards,

      ******* *******
    • Initial Complaint

      Date:12/19/2024

      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.
      My last payment for the company I overpaid *****. This was October 8 2024 I was told that it could take up to 4-6 weeks for the refund I have made numerous phones calls and I still haven't gotten a true response it is December 19 2024 all I get is telling me what they are not going to do this is my last attempt before I file a lawsuit

      Business Response

      Date: 12/20/2024

      In the case of ******************** complaint number ********, we have investigated this matter with the full cooperation of the company-owned ****. Mr. ******* is upset at the processing of a refund to his account.  
      Mr. ******* purchased a 2009 Chrysler 300 December 19, 2019 from the company-owned Byrider location on *************** in **********, **
      Mr. ********* final payment on his account was made on October 10, 2024, with a $69.20 overage. He requested a refund to his debit card (ending in 3998) on October 18, which CNAC processed on October 21. Mr. ******* should see a $69.20 credit on this card, as our records show the refund was processed and completed.

      At CNAC we strive for the highest level of satisfaction for every customer. We apologize for any inconvenience this matter caused.



      Customer Answer

      Date: 12/20/2024

       
      Complaint: 22708345

      I am rejecting this response because:
      I never received any refund in any form, no check like I was told or it being returned to my account that would never happen. I was told on more than one occasion that it would come in a check and it would take 4-6 weeks now it's December 20 and still on refund 
      Sincerely,

      Emirous Kernall

      Business Response

      Date: 12/26/2024

      We have already processed Mr. ********* $69.20 refund directly to his card ending in 3998. This was explained to him on December 6th and in our previous response.
      We apologize for any confusion regarding a check. We attempted to reach Mr. ******* upon receipt of this complaint, but were unsuccessful. We advise Mr. ******* to check his bank statement to confirm the refund.

      Business Response

      Date: 01/09/2025

      We have responded to this same complaint several times. The $69.20 had already been refunded directly to Mr. ******** card ending in 3998. This was explained to him during a phone call on December 6th and in our two previous responses.
      Mr. ******* was advised to check his bank statement to confirm the refund, as we were unsuccessful in contacting him to provide further explanation. If he has any questions or requires additional assistance, he should contact his account manager at **************.

    • Initial Complaint

      Date:10/31/2024

      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.
      Good Afternoon, my name is ******* ****** and I'm writing because I'm having serious problems with JD Byrider and their extended warranty department and their finance company CNAC! I just got my car out of the shop on Monday from getting work done on it, through ********************************** Best Extended paid for the repairs! But I had to have it towed back to the shop called Hombaker in Streator IL because mysteriously my alternator was messed up & it wasn't before I took my car to the shop! So now my car is fixed and now **** wants me to pay $40.00 to get my car, which the shop is charging $268.15. The $40 is because I'm late on a ************* late because i had to pay a mechanic $700 to fix my whole front end! This not having a car is messing me up because I'm not able to get to work and I have other bills besides this car! I don't think it's right that I've been going through all this trouble and ditching out all this money for this car, which was messed from the start when I brought it! I had to put in the shop the 3rd week I got it! I can't pay bills if I keep missing work because the manager from **** ****** keeps threatening me to repossess my car or pay money for back payment and I'm not able to get to work! This was a lemon from the get go I'm finding out! I'm getting things fixed on it that Byrider claimed they fixed! ****** is through **** and is giving me a hard time about getting my car! Please help me or give me directions on what to do! Best Extended number is ************ and ****** is whose been helping *********** is from CNAC and that number is ************! Thank you.

      Customer Answer

      Date: 11/04/2024

      Paperwork from shops I took my car too after By rider claimed they fixed it!! I had to pay for the same thing they claimed they fixed! And my car still isn't working all the way right l even after shops fixed it, because it's too messed up! I have my grandkids in my car sometimes and I don't want anything happening while I have my grandkids in the car! One shop that I just got my car fixed at said my car is a safety hazard and that things still need to be done too either that's lift threatening! I still have $2000 worth of work that needs done the mechanic said and By rider nor **** wants to pay for it! I owe a mechanic still some money for fixing what they should've! And **** threatens me because I'm behind on payments! I'm behind because I have to pay for the mechanic to fix it because I have to get to work to pay bills that I have to keep a roof over my head that I'm behind on trying to fix this car! I'm very disappointed they sold me a ***** up Lemon! They need to be put out of business and so does **** for threatening people and telling them they're going to repo people's car! By rider is now under a new name since they went out of business! 

      Customer Answer

      Date: 11/04/2024

      More paperwork! Paperwork for still needs to be done that's $2000 and something dollars that a mechanic said is life threatening if I don't get it fixed! But CNAC or Byrider wants to pay for it!

      Business Response

      Date: 11/06/2024

      In the case of Ms. ******* ******, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. Ms. ****** filed a complaint regarding mechanical issues she is experiencing.

      Ms. ****** purchased a 2008 Jeep Compass on August 16, 2021, from our Byrider location at *********************************. She also purchased an optional service agreement effective for 48 months or  ****** miles, whichever occurs first.  Ms. ****** has put approximately ****** miles on her vehicle since purchase, which means her vehicle service agreement has ended.
      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.

      At all times, Byrider has honored the service contract and made good faith efforts to resolve Ms. ******* mechanical issues.  The costs of all repairs eligible for coverage have been covered by the vehicle service contract, and in a gesture of goodwill, the cost of some repairs not eligible for coverage were covered by Byrider.  

      On October 30, 2024, Ms. ****** reached out to Best Extended seeking assistance in arranging a service appointment. Best Extended advised Ms. ****** to have her vehicle towed to Hombarker Auto for diagnosis. However, Byrider does not provide coverage for towing services. Ms. ****** expressed financial constraints, making it challenging for her to cover the cost of the tow. In response, Best Extended generously covered the towing expenses on her behalf.

      During a vehicle diagnosis, Hombarker Auto determined that an alternator replacement was necessary. Ms. ****** contacted Best Extended and CNAC, expressing her inability to afford the repair. Byrider stepped in and agreed to cover the full cost of the repairs, demonstrating their commitment to customer satisfaction. However, **** requested a small payment of $40 from Ms. ****** toward her contractual account to prevent further delinquency. Despite Ms. ******** inability to make the $40 payment, Byrider honored their commitment and covered the repair costs in full, showcasing their dedication to supporting customers in need. Ms. ****** picked the vehicle up on November 4, 2024. 

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


      Customer Answer

      Date: 11/08/2024

      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.]

      Paperwork from shops I took my car too after By rider claimed they fixed it!! I had to pay for the same thing they claimed they fixed! And my car still isn't working all the way right l even after shops fixed it, because it's too messed up! I have my grandkids in my car sometimes and I don't want anything happening while I have my grandkids in the car! One shop that I just got my car fixed at said my car is a safety hazard and that things still need to be done too either that's lift threatening! I still have $2000 worth of work that needs done the mechanic said and By rider nor **** wants to pay for it! I owe a mechanic still some money for fixing what they should've! And **** threatens me because I'm behind on payments! I'm behind because I have to pay for the mechanic to fix it because I have to get to work to pay bills that I have to keep a roof over my head that I'm behind on trying to fix this car! I'm very disappointed they sold me a ***** up Lemon! They need to be put out of business and so does **** for threatening people and telling them they're going to repo people's car! By rider is now under a new name since they went out of business! 

      More paperwork! Paperwork for still needs to be done that's $2000 and something dollars that a mechanic said is life threatening if I don't get it fixed! But CNAC or Byrider wants to pay for it!


      Regards,

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


      Business Response

      Date: 11/08/2024

      Byrider stands by its original response. The company has honored the vehicle service contract with Ms. ****** and has even paid for repairs not covered by the contract to assist her. Since Ms. ****** purchased the vehicle in August 2021, Byrider's service contract has paid $4547.54, while the company has paid an additional $1770.25 for repairs not covered by the contract. Ms. ****** has incurred an out-of-pocket expense of $155.30. It is important to note that Ms. ******** vehicle service contract has expired, and any future expenses will be her responsibility.

      Customer Answer

      Date: 11/12/2024

      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.]

      They're lying a little because they didn't pay that much on repairs! I got paperwork I could send you from what I had to pay out of pocket since I had it! And my car still isn't working right! I have grandkids and I can't even take them anywhere because I'm scared what might happen in that car! What I don't understand is how Byrider and CNAC is still open when they sell all these lemons and they get complaints and CNAC ******** people and things! I'm about to get put out my house because I'm trying to keep my car working until I can afford another vehicle! Y'all really need to investigate both of them!! There's a website on ** about By rider! They are scammers! If need be I'll send you all my paperwork!!

       



      Regards,

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


    • Initial Complaint

      Date:10/17/2024

      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.
      Bought a car from byrider, I didn't get an updated buyers guide like I requested and I also didn't get a vehicle history report at the time of sale, the odometer doesn't match what was on my paperwork at time of sale, also it was reported salvage the title office told byrider to get the title updated, the manager said no, andstate farm reported it salvage it had engine damage a few months before I bought and still till this day has engine damage thr attorney general isn't helping . I need real help

      Business Response

      Date: 10/21/2024

      In the case of Ms. ******* *****, complaint number: ********, we have investigated the matter with the full cooperation of the company-owned Byrider. Ms. ***** filed a complaint regarding contract paperwork not being accurate and engine damage. 
      Ms. ***** purchased a 2014 Chevrolet Captiva on October 13, 2023 from our dealership on ************* in ******, *****  She also purchased an optional service agreement effective for 30 months or ****** miles, whichever occurs first. Ms. ***** has put ****** miles on her vehicle.  
      Ms. ***** claims she did not receive an updated copy of the buyers guide.  Ms. ***** was provided with a copy of her buyers guide in the packet of paperwork that included all her contract documents.  Byrider is more than willing to provide her with another copy should she need one.  
      Ms. ***** also claims the mileage on her odometer paperwork does not match the selling mileage on her vehicle at the time of purchase.  Our records show that she signed a Federal Odometer with the selling miles of 108,717.  Part of our sales process is to verify the mileage after the test drive and right before closing documents are printed.  
      Ms. ***** also claims she did not receive the vehicle history report at the time of sale and that the vehicle was reported as a salvage vehicle.  To ensure the accuracy of the automotive title, Byrider relies on Autocheck, a trustworthy third-party vehicle history report service. Upon purchase, customers sign the Vehicle History Reports Acknowledgement and Agreement, which releases Byrider from any accountability for information provided in third-party automotive history reports. Moreover, before being displayed on the sales floor, each Byrider vehicle undergoes a thorough inspection and reconditioning process to guarantee its optimal working condition.
      Our service records indicate that Ms. ***** has only had her vehicle serviced twice at our location on 10/27/23 for a Coolant Fan and 8/20/24 for a Fuel Pump.   At all times, Byrider has honored the vehicle service contract and Ms. ***** has had no out of pocket expenses. If Ms. ***** is experiencing mechanical issues with her engine, she should contact the service department at *************. 

      Customer Answer

      Date: 10/21/2024

      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.]
      Regards,

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

      That is not true I've been in there several times about it, it literally has my concerns on my receipts and what miles the car was in when I brought also you can see me on the camera at your location on all those  dates, I have video proof of my vehicle. ********* gave me a buyback offer because  safe auto insurance reported the vehicle salvage in 2016, even the title office told **** I was right and the title was reported, safe auto verified they did report it, I also got a buyback offer from car fax. My buyers guide is checked in the box that I have a limited warranty but on my service contract it says above my signature that the service contract voids the dealer warranty,  so it shouldn't be checked, especially because  the service guys told me I  had a 30 day limited warranty and went off of that, the fact that you just posted and lied that ive only went in there twice I have all my receipts, it's hurtful to know that I made all my payments on time and kept up on the maintenance . And this is how I'm treated. You posted on several vin check sites that my odometer was ****** when you sold it to me that was reported to NMVTIS CarFax and auto check. You bought my car from **** a salvage Auction theyctomd me the vehicle had engine damage when Byrider bought it I have proof of that as well . ********** is will in to testify oncmy behalf.  Also the fact that your saying I should have my paperwork when you gave me someone else's with their social security number and address  on it and someone could possibly have mine . It took you guys 3 weeks to find my paperwork . This isn't new ive been complaining since October 2023. Their excuse was always " We got bought out, so we don't know about that" . ***** ***** who works at **** told me on their recorded like she knew the car was rebuilt but didn't think it needed to have a new title" . But it does. I have witnesses, phone records, pictures, videos. I deserve what i am owed ive paid on that car for a year, even put my tax money on it and traded in my vehicle that's never been in any accidents.  And my **** ***** hasn't went down, you charged me an outrageous amount for insurance and I had insurance when I came there with state farm for the last 7 years.  I am a really good customer to have. It's not right what you do to people . 

       


      Business Response

      Date: 10/25/2024

      We stand by our original response, with the exception of the amount of times Ms. ***** has been in the service department.  The ******, **** location changed ownership and we were unable to see all the service visits associated with her account.  We do apologize for the confusion; however, it does not change the outcome. Byrider sold the vehicle to Ms. ***** with a clean title.  The auto check title  report provided at purchase shows no salvage or branded title. 
      Ms. ***** was given a Buyers Guide with both the limited warranty and optional service contract boxes marked.  Every vehicle sold comes with a 1 month/1000 mile warranty and the option to purchase a vehicle service contract for 30 months or ****** miles, whichever comes first. 
      If Ms. ***** is experiencing mechanical issues with her engine, she should contact the service department at Best Extended at ************* or the Dayton Byrider at  *************.

      Customer Answer

      Date: 10/25/2024

      The fact is I actually  bought a service contract for ***** dollars  and on my service contract it says that if you buy it it voids out the warranty, and also I have a paper stating what should be covered, all of my oil changes  and everything should be covered and you didn't honor that. I have my paperwork also I came in on 10-25-2023   about the same issue as today and it's still not fixed, you keep trying to say thr title is clean but it shouldn't be it has rebuilt parts it's been in several car accidents, your dealership watched me cry and drive off with my kids last Thursday and watched as my car kept shutting down and laughed at me and told me they can get me an **** as if it was some joke, you have humiliated me . You are not getting this car and I am not making another payment this is my car now until I get a refund,  for every dollar I spent, nobody is going to take from me and my children, I know my rights, also you didn't accurately  report anything to the credit bureaus  so it will be disputed for not being accurate and I've paid extra money on the bill and it hasn't wentdown at all and it's not even the accurate vehicle price, you will not get another dollar out of me . I am not the one to play with especially when it comes to my lively hood, I'm a good person . Nobody is going to treat me this way . 

      Customer Answer

      Date: 10/30/2024

      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.]

      The fact is I actually  bought a service contract for ***** dollars  and on my service contract it says that if you buy it it voids out the warranty, and also I have a paper stating what should be covered, all of my oil changes  and everything should be covered and you didn't honor that. I have my paperwork also I came in on 10-25-2023   about the same issue as today and it's still not fixed, you keep trying to say thr title is clean but it shouldn't be it has rebuilt parts it's been in several car accidents, your dealership watched me cry and drive off with my kids last Thursday and watched as my car kept shutting down and laughed at me and told me they can get me an **** as if it was some joke, you have humiliated me . You are not getting this car and I am not making another payment this is my car now until I get a refund,  for every dollar I spent, nobody is going to take from me and my children, I know my rights, also you didn't accurately  report anything to the credit bureaus  so it will be disputed for not being accurate and I've paid extra money on the bill and it hasn't wentdown at all and it's not even the accurate vehicle price, you will not get another dollar out of me . I am not the one to play with especially when it comes to my lively hood, I'm a good person . Nobody is going to treat me this way . 

      Regards,

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


      Business Response

      Date: 10/30/2024

      We are sorry we fell short of Ms. ***** expectations. If Ms ***** is experiencing mechanical issues with her engine, she should contact the service department at Best Extended at ************* or the Dayton Byrider at  *************.

      Customer Answer

      Date: 11/01/2024

      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.]

      Regards,

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

      I'm done talking its been a year I want all of my money back or no car, I'm not taking it nowhere, it's been in that shop so many  times and they kept telling me it was fine that's a lie, thry seen the perking and etc snd still hasn't fixed it I don't trust you guys anymore after you watched me drive off the lot crying with me children, while it kept shutting off, they laughed at me at byrider and told me the best they could do is call me an ***** Are you kidding me? The disrespect, this is done, I want a dull refund or no car . No you can't repo it I know what I'm owed . 


    • Initial Complaint

      Date:10/16/2024

      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 had an outstanding debt, car was totaled and left with a remaining balance after I was told I had gap coverage on the vehicle through this company. I have attempted many times this year to contact this company in effort to rectify this issue. This company has been closed and I have NO Way of contacting them. despite my best efforts, this debt needs to be removed from my credit immediately. according to Section 623 of the Fair Credit Reporting Act (FCRA) they must remove this from my credit immediately also according to the **** Ia charged-off account reported by ****. Under 15 U.S.C. 1681 and 15 U.S.C. 1692, I have the right to ensure the accuracy of the information reported. I never received the 1099-C cancellation of debt form. I request that it must be removed from my credit report immediately.Thank you for your prompt attention to this matter.

      Business Response

      Date: 10/17/2024

      In the case of Mr. ****** *******, complaint number ********, we have investigated this matter with the full cooperation of the company-owned CNAC.  Mr. ****** is disputing the balance owed on the account and claims he had GAP coverage through CNAC.

      Mr. ******* purchased a 2008 Chevrolet Malibu on March 26, 2018 from the company-owned Byrider on ******** ** in ********, ***  
      On January 13, 2020, CNAC was notified that the vehicle was totaled in an accident on January 3, 2020.  ************ check was issued from ********************* and applied to the account on January 31, 2020, leaving a deficiency balance of $8,744.08. The account was charged off on April 27, 2020. Since Mr. ******* is still responsible for the balance of the account, a ***** would not be applicable. A 1099C would only apply if there was a cancellation of debt.

      If Ms. ******* would like to discuss a settlement offer, he can reach out to CNAC at *************.

      Byrider does not provide ************** Instead, they offer ******************************** which exclusively covers the vehicle itself. It's important to note that ******************************* is very different from **************

      Upon receipt of this complaint, the credit bureau disputes team investigated this account and determined it to be valid and reporting accurately. 
      At CNAC we strive to achieve the highest level of satisfaction with every customer. While we sympathize with Mr. ******** predicament, CNAC 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:09/26/2024

      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 place is extremely GHETTO , the reps are so unprofessional and unhinged! I financed a LEMON Through Byrider and from day 1 that car gave me nothing but issues! I paid for all cost out of pocket but the last problem I couldnt afford! The transmission went out not even two years of financing the vehicle ! I had it towed to a nearby place and I contacted BYRIDER to explain that the car was not moving , they were supposed to send someone but never did I kept calling and nobody showed up up until 2 weeks later they came and took possession of the car and processed a repo after Ive made all payments on time and they still wanted me to continue although the car was in their possession

      Business Response

      Date: 09/30/2024

      In the case of ******* *******, complaint number ********, we have investigated this matter with the full cooperation of the company-owned Byrider.  Ms. ******* is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  
      Ms. ******* purchased a 2015 ***** Malibu on May 16, 2022 from the company-owned Byrider location on ******** in ************, **. The vehicle is covered by a 36-month, ****** mile service contract, whichever occurs first.  At the time of purchase the mileage on the vehicle was ******* miles.
      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.
      On June 21, 2024, Ms. ******* reached out to Best Extended claiming the vehicle was inoperable and that the transmission needed to be replaced.  Best Extended notified Ms. ******* that she had surpassed the mileage limit of her vehicle service contract (******* miles) and was thus no longer eligible for coverage. They explained to Ms. ******* that she would be responsible for the transmission replacement cost.   
      Ms ******* spoke to her **** account manager who reiterated that she was out of coverage and would be responsible for the repairs.  Ms. ******* defaulted on her retail installment contract and subsequently, her vehicle was repossessed on July 31, 2024.  All required documentation was sent to the address on file.  ************** would like to discuss her account, she can contact her **** account manager at *************. 
      Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value Ms. ******* as a customer.  We look forward to our continued relationship.

      Customer Answer

      Date: 09/30/2024

      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.]

      Regards,

      ******* *******
    • Initial Complaint

      Date:09/21/2024

      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.
      Purchase the car through **** made my payments on time for over 2 years to charge the 22% interest rate in $1,000 over the car's value even though that's ridiculous and I signed into it that's not my problem my problem is they are not reporting to the credit bureau on time and it is logging as late payments negatively affecting my credit and causing me financial hardship contacted the company try to remedy the situation they did not seem too interested in did not do nothing about it

      Business Response

      Date: 09/26/2024

      Mr. ****** ***** filed a complaint number ******** about the accuracy of their credit bureau reporting. Specifically, Mr. ***** disputes the accuracy of their **** account reported to the credit bureaus.

      Upon receiving the complaint, CNAC conducted a thorough investigation of the tradeline and concluded that it was being reported accurately.

      Mr. ***** purchased a 2015 Jeep Patriot on June 30, 2022, from our Byrider location on ************** in ******, *********  The purchase was secured by a retail installment contract.

      As a data furnisher, CNAC is required by the Fair Credit Reporting Act to provide accurate credit reporting. 
    • Initial Complaint

      Date:09/08/2024

      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.
      I financed a vehicle through cnac and shortly after the vehicle was totaled. I was in a coma fr 3 days and in the hospital fr 2 months so I couldn't contact cnac but my insurance company told me the vehicle was totaled and the balance was paid. I never received a letter or a phone call from cnac stating otherwise. Now that I am trying to finance another vehicle I am unable to because cnac reported that the vehicle was repossessed and I still owe $4500. I made several attempts to contact the company to explain but was hung up on 3 times when they were given my name and the 4th time was told there was no record of me in their system. I just want it reported that the vehicle was totaled and insurance paid the loan off

      Business Response

      Date: 09/09/2024

      The Byrider dealership and CNAC located in ***********************, ** are no longer affiliated with Byrider Franchising. It is now an independent entity and operated by *************** For inquiries, please contact ************.

      Customer Answer

      Date: 09/09/2024

      I have tried to ?? them however they continue to blow me off telling me they are no longer a part of byrider. My complaint is not with byrider it's with cnac and the fact they are s******* around with my life and my credit report 

      Customer Answer

      Date: 09/09/2024

      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 issue I have is not with byrider it is with cnac and that is not the same number I have bn dealing with that hung up on me when they learned my name or told me my file was lost after I called fr the fifth time.

      The number that is sc...  me over is the same number on my credit report and it is ************

      They played the insurance company, they played me and now they are playing you. I will just go to the attorney general office and file my complaint there because no one seems to care that they got their money and are now trying to get another $4500 from me. My life was ruined enough in the accident and loosing my leg. I am tired of cnac thinking they can get away with this and ruin my life some more. I am unable to keep pertinent Drs appointments because of what they falsely listed on my credit report, because no one will finance me. 
      [Provide details of why you are not satisfied with this resolution.]

      Regards,

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


    • Initial Complaint

      Date:09/02/2024

      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.
      I bought my 2013 *** soul from Jd Byrider on August 21st 2022. I made every payment on my car never missed one. I had my car taken in for repairs in July 2024. I notice after I got repairs my check engine light has been on non stop. Found out that I have a bad catalytic converter. I was told from another company that this converter been bad since I had this car which blew my mind. Now Im stuck with a huge payment to get this catalytic converter fixed and I havent had my car that long.

      Customer Answer

      Date: 09/03/2024

      No the car does not have a warranty, when I got the car they told me a warranty did not come with the car.

      Business Response

      Date: 09/05/2024

      Regarding complaint number ******** for *********************************, we have thoroughly investigated the matter with the cooperation of the franchise-owned Byrider. ****************** is upset with mechanical issues.

      ****************** purchased a 2013 Kia **** on August 24, 2022 from the Byrider location on ****************, **. The vehicle is covered by a 48-month, 48,000-mile vehicle service contract, whichever comes 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.

      Service records show ****************** has not had her vehicle to our service department since the time of purchase. Upon receipt of this complaint, Byrider promptly attempted to contact ****************** to address the concern but was unsuccessful. ******************** vehicle is covered by a vehicle service contract. Byrider stands behind this contract and will honor all eligible repairs. ****************** is encouraged to call ************** for further assistance.

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


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