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

  90 Broadway Ave Bedford, OH 44146

• 

  CNAC, CarNow Acceptance Company

  9797 Colerain Avenue Cincinnati, OH 45251

• 

  CNAC, CarNow Acceptance Company

  15200 Lorain Ave Cleveland, OH 44111

• 

  CNAC, CarNow Acceptance Company

  5250 Brookpark Rd Parma, OH 44134

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/17/2024

  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.

  CNAC Sold me a vehicle that has more problems than not. Sensors going out, Slowly dying, windows wont stay up, big crack in the windshield, low oil, trunk doesnt auto open and the tires need to be replaced. The issue is they are stating that I need to leave my vehicle there for 9 hours. (Which is not possible due to the fact that I have a full time job working from 830am-6P. If I have to leave my car for over 24 hours that would mean I have to pay for Ubers to and from work and the dealership. I should not have to put my car in a repair shop this early in. ( they dont service on weekends so we are at a stand still) I either want a functional vehicle that I dont have to do anything with repairs wise or I want to give the car back. There is no reason I should have to repair a vehicle I just got. ( Im not willing to drop off the car for a day due to the fact that I do not live ANYWHERE near them and it would cost ($200) to and from 3 times. I dont want this car if I have to first drop it at the dealership then to ***** Until this is addressed I request they either offer a trade option or allow me to give it back so I can go get a car that wont cost me more than its worth

  Business Response

  Date: 08/21/2024

  In the case of Mr. **************************** complaint number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider. ************** is upset with the mechanical issues that he has experienced since purchase.
  
  ************** purchased a 2010 **** Fusion on July 25, 2024, from the franchise-owned Byrider location on ************ in ***********, **. The vehicle is covered by a 24 month or ****** mile limited warranty, 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.
  
  ************** filed a previous complaint and at the time we had a conversation with him to review all his concerns.  ************** agreed to drop the vehicle at our facility when it was convenient for him and we would have the windshield replaced as well as address all his mechanical issues.  Byrider was more than willing to work with **************; however, he never followed through with his commitment to bring the vehicle in for diagnostics.  
  
  ************** has since defaulted on his contractual payments causing the finance company to repossess the vehicle.  Byrider has agreed to accept the vehicle back. All required repossession documents including a notice of proposal to retain the collateral in full satisfaction of his obligation were sent to the address on file on August 19, 2024..
  
  At CNAC, we strive to achieve the highest level of satisfaction with every customer.  While we sympathize with **************** predicament, we cannot adhere to his request to refund any money paid on the account.   

• Initial Complaint

  Date:08/12/2024

  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.

  I bought a vehicle from them in December 2023 the car was disabled 5 times in 6 months I never missed a payment never late they never honored the extended warranty I was paying for now they are putting things on my credit report since I gave them their lemon I want monies I've paid them back

  Business Response

  Date: 08/09/2024

  In the case of *****************************, Complaint Number: ********, we have investigated this matter with the franchise-owned Byrider/CNAC. **************** is dissatisfied with the mechanical issues she has experienced with her vehicle.
  
  **************** purchased a 2014 Dodge Journey on December 15, 2023 from the franchised-owned Byrider on *****************************************. She also purchased the optional 36-month, ****** mile service contract, whichever occurs first.
  
  While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.Account records show **************** drove the vehicle ***** miles since purchase.
  
  Our records indicate that ******************** vehicle was serviced two times.  On February 23, 2024, *************** had a check engine light on.  Byrider determined it was a crankshaft position sensor and the wiring pigtail.  **************** paid a $25 (plus tax) deductible and Byrider covered the remaining balance.  On March 17, 2024 **************** called and stated the vehicle was leaking oil.  Byrider had the vehicle towed in and diagnosed the vehicle with needing an oil pan and an oil sending unit. All repairs were completed at no cost to ****************. Byrider processed all claims under the service agreement.
  
  *************** voluntarily surrendered her vehicle on June 20, 2024 and signed the voluntary surrender agreement. Byrider agreed to take the vehicle back in full satisfaction of her obligation and sent **************** all required repossession documentation and notice of our proposal to retain the collateral in full satisfaction of her obligation on June 26, 2024.  Ms. ******* account will continue to report the voluntary surrender with no balance owed.
  
  At CNAC, we strive to achieve the highest level of satisfaction with every customer.  While we sympathize with ******************** predicament, CNAC is required by the Fair Credit Reporting Act, as a data furnisher, to provide accurate credit reporting. We cannot adhere to her request to refund any money paid on the account.  

  Customer Answer

  Date: 08/13/2024

  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.]

  I am willing to resolve this complaint fully cnac can look at my payment records I was a good customer I was never late I never missed a payment while I understand their response to no refund I am proposing they furnish me with a reliable vehicle and I am ready and willing to make payments so long as the is checked out throughly before I take possession 

   

   Regards,

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

  
  

  Business Response

  Date: 08/15/2024

  We stand by our original response. ******************** request for a different vehicle cannot be honored as Byrider had already accepted the voluntary surrender of the vehicle, resulting in a charge off with no outstanding balance.

• Initial Complaint

  Date:08/12/2024

  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 returned the car to ****Byrider ************************************* . The engine blow up on me I tried to trade it 4 months prior but they would not allow it. They sold the car for $500 and and filed it with the *** but still want to pay something they sold for parts. They over charged me more that what the car was worth. PRICE GOUGING THIS DEALERSHIP IS ******** FOR TAKING ADVANTAGE OF SENIORS. As I am of those seniors. *** had a World wide National recall on the year make and model of my vehicle.Account #************************ *** **** Kindjn2a22f7806844

  Business Response

  Date: 08/20/2024

  In the case of *********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC.  ************** is disputing the accuracy of the reporting of her CNAC account to the credit bureaus. 
  ************** purchased a 2015 Kia **** on July 10, 2021 from our Byrider location on ********** in ************, *** 
  ************** was advised on November 22, 2023 that the vehicle needed a catalytic converter replaced. ************** declined the repairs and requested the license plate be removed from the vehicle and returned to her. ************** stated she is voluntarily surrendering the vehicle. The vehicle was sold at auction, and the proceeds were applied to the account, leaving a deficiency balance owed of $9,129. ************** was sent all the required repossession documentation on December 4, 2023. The account was charged off on December 27, 2023.
  On April 16, 2024 and August 9, 2024, ************** contacted CNAC to discuss her account. Both times she was offered a settlement of $4000, which she declined. 
  The tradelines have been investigated and are reporting the account accurately. 
  At CNAC, we strive to achieve the highest level of satisfaction with every customer.  While we sympathize with **************** predicament, CNAC is required by the Fair Credit Reporting Act, as a data furnisher, to provide accurate credit reporting. We cannot adhere to her request to have this removed from her credit report.  
  
  

• Initial Complaint

  Date:08/03/2024

  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.

  on November 29th of 2023 I paid off my vehcile with CNAC via phone. The vehicle in question is a White 2012 KIA ***** VIN:***************** Upon final pay off I was given no Receipt and was told the company would send the title and Lien release to my PO box which i provided.Fast forward nearly a year now, and after many attempts to contact, i was told three times that my Release letter will be sent in the mail and when I ask to speak to the Lien writer, i am told "He does not take calls".I have had enough of waiting and i am about to go to the business myself and make the 19 hour, ************************************************ my hand directly. If they refuse to do so, i will be forced to pursue legal action.I have transaction receipts through my Bank proving the $7000.00 withdraw, i have proof of date when my credit account with them was closed, and i have proof of multiple attempts to contact where i was both successful, as well as video and audio recorded conversations.

  Business Response

  Date: 08/12/2024

  In the case of *********************************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC.   ****************** is dissatisfied by the handling of his account.  
  
  ***************************************** purchased a 2012 Kia **** on August 21, 2021 from our Byrider location on ************** in ********, ***  
  
  Upon receiving the complaint it was determined that the lien was unable to be released electronically with the bmv so it had to be done via mail.  Once this was completed it was returned back to CNAC stating it was undeliverable to the address for ******************.  We spoke to him directly and he stated it needed to be mailed to his PO box.  We advised that we could mail it to that address but ****************** stated that he would come to the location to pick it up personally which he did on August 7, 2024.
  
  At ****, we strive to achieve the highest level of satisfaction with every customer.  We apologize for any inconvenience this situation has caused ******************.   
  
  

• Initial Complaint

  Date:07/26/2024

  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 pulled a copy of my consumer report and noticed some items I would like to dispute. I have suffered emotional distress as a result of this matter and I have felt suicidal lately as a result so I demand this matter be resolved in a fair and equitable manner, which hasnt been done.CNAC-SC114 ******* These account are related to a transaction and experience that falls under the EXCLUSION section of the FCRAs definitions; rules of construction section. It was also reported without my written consent and therefore is a result of identity theft (as defined by the ************************** and the accounts SHALL be deleted. This account is not related to any transaction authorized by me, the consumer as I did not give written instructions to your agency to report this, which is a violation of the permissible purpose section of the ***** which holds your agency liable for damages of at least $1,000 per the civil liability section for willful non-compliance. Please DELETE this item from my consumer report!DELETE THESE ITEMS AND ISSUE ME A NEW, UPDATED COPY OF MY CONSUMER REPORT!

  Business Response

  Date: 07/30/2024

  ********************************* filed a complaint number: ********, about the accuracy of her credit bureau reporting. Specifically, **************** disputes the accuracy of her CNAC 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.
  
  **************** purchased a 2010 ***** Accord on July 6, 2018 from our Byrider location on ******************* in ****************, **.   The purchase was secured by a retail installment contract.
  
  ******************** vehicle was repossessed because of a retail contract default on March 6, 2020. CNAC adheres to established policies and procedures when repossessing vehicles to comply with relevant regulations. All necessary forms and correspondence were sent to the account's address to ensure a smooth process. The repossessed vehicle was sold at an auction, and the proceeds were used to reduce the debt. However, a deficiency balance of $6,394.78 remained, leading to the account being charged off on June 29, 2020.
  
  As a data furnisher, CNAC is required by the Fair Credit Reporting Act to provide accurate credit reporting. Therefore, CNAC cannot honor ******************** request to remove the information from her credit report.
  
  CNAC acknowledges and empathizes with the disappointment expressed by ****************; however, CNAC is obligated to provide accurate credit information.

• Initial Complaint

  Date:07/26/2024

  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.

  I made a payment for my wife's car payment 2 weeks ago and specifically said to NOT keep my card on file and to confirm that my debit card would not be kept on file. I do not have a contract with these people. They lied and kept my card on file, and I was billed $200.79 yesterday. I demanded a refund and said my wife would call to make the payment, but they refused to refund the payment unless my wife paid immediately. These people are absolute criminals who took advantage of my wife with this horrible loan and their wannabe gangster business activities.

  Business Response

  Date: 08/02/2024

  In the case of ***************************, Complaint Number: 240726-15348696, we have investigated this matter with the full cooperation of the franchise-owned CNAC.  ************************ is aggrieved at the processing of automatic payments on his wifes account.  ************************ is the authorized third party on the account.
  ************************* purchased a 2013 Chevrolet Suburban on March 17, 2021 from the franchise-owned Byrider location on ************* in ************, ***  
  CNAC has documented policies and procedures surrounding the servicing of accounts.  On July 25th, ************************* spoke to CNAC and gave permission to process the vehicle payment from a card that was previously authorized for the account.  ************************ called on July 26th and instructed the employee to remove the card from the account which was done immediately.  CNAC communicated with ************************* and she advised that she had resolved the issue with ************************ stating again that the payment was authorized.
  At CNAC we strive for the highest level of satisfaction for every customer.  We apologize for any inconvenience this matter caused ************************.
  
  

  Customer Answer

  Date: 08/02/2024

  The response to my complaint does not mention that I very specifically requested each and every time that I made a payment for my wife's account to NOT KEEP MY CARD ON FILE. Each time I said it repeatedly because I have been victim of identify theft. They still kept my debit card on file despite telling me they would not keep it on file. I made several payments for her and each time I requested that the card not be kept on file. Furthermore, my wife did not speak with anyone. She replied by email to the company saying "run the card" without CNAC having specified which card. She did not call them.

  Customer Answer

  Date: 08/02/2024

  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 response to my complaint does not mention that I very specifically requested each and every time that I made a payment for my wife's account to NOT KEEP MY CARD ON FILE. Each time I said it repeatedly because I have been victim of identify theft. They still kept my debit card on file despite telling me they would not keep it on file. I made several payments for her and each time I requested that the card not be kept on file. Furthermore, my wife did not speak with anyone. She replied by email to the company saying "run the card" without CNAC having specified which card. She did not call them.
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  Date:07/06/2024

  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've had issues with CNAC from the start when i financed a vehicle through JD byrider in 2022, ive lost my job in between that time, first the vehicle was reposseded over 5$ and my account manager ****** was just rude and not understanding at all she called and text me everyday all day. I asked to speak with a supwrvisor she put me on hold for 30mins and the line disconnected then a few days later i get a call stating that my account manager changed. New account manager ******* doesnt know anything it seems and repossed the vehicle for insurance when i made a 1300 dollar payment got the vehicle back, back on track with my payments got a job called in to get payment due dates to align with pay dates to be told by new account manager they don't change payment dates, these people act like they want to help you but in reality they don't its bs its like they want to see not complete paying off a vehicle you finance with them they are all rude and act like they don't know the answers to any of your questions

  Business Response

  Date: 07/10/2024

  In the case of ***************************************, Complaint Number: 21950425, we have investigated this matter with the full cooperation of the franchise-owned CNAC.   ******************** is dissatisfied with the handling of her account and the customer service that she received.  
  
  ******************** purchased a 2009 **** Edge on February 5, 2022, from our Byrider location on **************************** in ***********, **********  The purchase is secured by a retail contract. 
  
  CNAC has written policies and procedures that govern the collection process and ensure adherence to all federal, state, and local regulations. A review of the collection activity found that policies were followed. We apologize for any misunderstandings that *** have occurred between ******************** and our collection staff.
  
  CNAC has made several attempts to secure acceptable payment arrangements.  Upon receipt of this complaint, CNAC has attempted to contact ******************** to provide her with a pathway to bring the account back to good standing.   ******************** can contact us directly at ************ at her earliest convenience to get a plan put into place.
  
  At ****, we strive to achieve the highest level of satisfaction with every customer.  Our goal is to help ******************** through this difficult time. We value her as a customer and look forward to our continued relationship with her.  

  Customer Answer

  Date: 07/10/2024

  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:06/24/2024

  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 2012 ***** from BY4-RYDER (SW Military ***********, **), which is worth about $10000 less than 5he loan. I was only offered one car from the lot. The sale -price was not disclosed until the very last. I make biweekly payments of $233, in which had they been totallybup-front with me, they would have told me I would be setting m6s3lf up for default, because the twice monthly payments come out to a little less than $600 amonth, not including insurance. I feel I was very misguided during the buying and credit process. I have had to take in for maintenan0ce, and told it need an upper control arm, which in fact it just need a s**** tightened up. Since that visit, I have had to replace a complete clutch with a mechanic of my choice. I have a warranty which is pretty much useless, which they were already aware of the day they sold it me. Buying a car here is one of my largest life regrets. DO NOT RECCOMEND TO ANYONE, not even my enemies.

  Business Response

  Date: 07/02/2024

  In the case of *******************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  
  Ms. *************; purchased a 2012 ***** 3  on October 9, 2023  from the Byrider location on ************************ in ***********, **. The purchase included a 24-month, 24,000-mile limited warranty. 
  
  Byrider has established policies and procedures which govern the sales and underwriting process. ******************** signed a retail agreement which secured her purchase.   All closings are recorded and executed by Secure Close to ensure consistency and proper disclosure.  Our investigation found the terms of the agreement, including the amount financed, down payment and total sales price were disclosed both prior to and during the closing.******************** executed the electronic signature during this process. In addition, the vehicle pricing was on display in the dealership and disclosed on several documents prior to closing including the preliminary purchase worksheet and buyers order. These documents included the price as well as the down payment and were thoroughly reviewed prior to being signed and initialed by ********************.
  A review of the Secure Closing found ******************** did not display any signs of dissatisfaction or express a desire to leave. The closing documents were sent via email to  the email address provided and confirmed during the application process.
  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.
  The vehicle was serviced in February 2024 with complaints about the hood release and hearing noises while driving.  The technician found that the hood latch and release lever needed to be replaced along with the front lower control arms and transmission mounts.  These items are normal wear and tear items that would not be covered by the limited warranty.  The technician also noticed the sway bar links needed to be replaced but these would be covered by the limited warranty.  ******************** was quoted a price of $640.60 plus tax for the work to be completed but declined the repairs and stated she would take the vehicle elsewhere.  
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues have caused, and we value ******************** as a customer.  We look forward to our continued relationship.
  
  
  

• Initial Complaint

  Date:06/17/2024

  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.

  I purchased a vehicle from cnac/jd byrider in ******************* May 2023. I was in a desperate financial situation and accepted a loan at exhorbitant interest rates for a car that was priced significantly above KBB. For one year I made every payment on time. I also invested nearly 2K in repairs as I was not informed of existing issues with the vehicle. In June 2024 I was facing significant financial struggles and was unable to make payments. My car was listed for reposession. Which I understand is the right of CNAC. However, the company engaged in unethical and illegal practices. These included threatening to use law enforcement to repossess the vehicle, threatening and intimidating my children who were not parties to any contract, having a tow truck drivers on several occasions create unsafe conditions pursuing my vehicle. This came to a head when a CNAC contracted tow truck driver started a confrontation by threatening my son which resulted in the staff of a retail store contacting law enforcement.

  Customer Answer

  Date: 06/18/2024

  The person who the BBB has contacted to "resolve" this issue is ********************* Director of CNAC Finance/JD Byrider. He is the individual about which most of my initial claim references. He is now using the information sent by the BBB to make false accusations and threats via text. He is the individual who sent a repo agent to my door in breach of peace to threaten and intimidate my daughter and to threaten to use law enforcement for repossession purposes - a violation of the law in ********. *********************' repossession agents also pursued my son while he was in possession of the car creating unsafe and threatening conditions, again breaching the peace and violating the law that an occupied vehicle cannot be repossessed.
  
  Further, ********************* has threatened me and accused me of unethical behavior simply because I have exercised my rights during this process. He has accused me of hiding the vehicle - not so. His agents have located the care multiple times. He has accused me of making no effort to work with him. Up until threats began, I was diligently working to come up with money to make payments. 

  Business Response

  Date: 06/19/2024

  Regarding *********************, complaint number ********, we conducted a thorough investigation with the full cooperation of the franchise-owned CNAC. ************** is dissatisfied with how the vehicle repossession is being handled.

  On May 26, 2023, ************** purchased a 2012 ***** 3 from the franchise-owned Byrider location at ***************** in **********, ********. A 24-month, 24,000-mile service contract, whichever comes first, covers the vehicle.

  ************** defaulted on their retail contract, and her vehicle was put out for repossession on May 24, 2024. CNAC has written policies and procedures in place to ensure every repossession complies with federal and state regulations. 

  At CNAC, our goal is to provide the highest level of satisfaction to every customer. While we understand Ms. ****** situation, she did default on her retail contract. We are following our policies and procedures throughout the repossession process, and we believe that the repossession is being handled fairly and in accordance with the law.
  

  
  

  Customer Answer

  Date: 06/21/2024

  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. 
  
  [While i have no doubt that as written the policies of JD Byrider are within the bounds of the law, as executed they have been extraordinarily unprofessional, and I believe in violation of the law. In ********, it is illegal for a repossession agent to use or threaten to use law enforcement to assist in the repossession of a vehicle. Despite this, these threats have been made by both ********************* and the repossession agents (tow truck drivers) on more than occasion. Further, it is a violation of the law to attempt to repossess a vehicle that is currently occupied or to breach the peace. This has also occurred. I again also point out the disparity between ************************* assertion that the vehicle has been hidden and the fact that his repossession agents have located the vehicle several times - they simply were not in a position to take possession of it legally. Further, ************ has sent several unprofessional texts and emails mocking my financial situation, showing a lack of empathy, and making threats.]
  
  Regards,
  
  *********************
  

  Business Response

  Date: 06/25/2024

  We stand behind our original response.   While we understand Ms. ****** situation, she did default on her retail contract. We are following our policies and procedures throughout the repossession process, and we believe that the repossession is being handled fairly and in accordance with the law.

  Customer Answer

  Date: 06/28/2024

  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. 
  
  While I accept that the business is unlikely to do anything meaningful to address the lack of professionalism or illegal behavior, I want to reiterate, on the record, how and where they have handled this situation with an extraordinary lack of professionalism.
  

  First, whether I was or was not in default of a retail contract has never been the issue. A car dealership has legal and ethical obligations to follow through the repossession process. CNAC Finance/JD Byrider/Wood River Automotive/*********************/The repossession agents contracted by CNAC finance has failed to do that at multiple points through the process. This includes
  
  Threatening and unprofessional emails and texts from *********************
  Threatening and unsafe behavior from the towing agent
  Threats to use law enforcement to assist in the repossession process (Illegal in the state of ********)
  Breaching the peace at my place of residence
  Attempting to intimidate people who were not a party to the retail contract

  Attempting to repossess the vehicle when it was occupied

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

  
  

• Initial Complaint

  Date:06/07/2024

  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.

  CNAC took money from my account without my authorization. I have a car loan through them due every 2 weeks, with which I agreed upon. My next payment was supposed to be due on the 14th of June, instead they went into my account turned on auto pay and took the payment today (June 7th). When I contacted the company they couldn't explain why the payment was taken today and told me it would take 7 to 10 days before anything could be done about it. Basically by the time I would get the money it would be time to make my payment. I asked several times to speak to a supervisor only to be put on hold and never once transferred to a supervisor. They couldn't explain why the payment was taken, nor would they let me talk to a supervisor about it. This company is taking money from people without their authorization, violating the agreement that I made with them. When I have contacted them before, they never want to help and can never answer anything.

  Business Response

  Date: 06/11/2024

  In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC. **************** is aggrieved at the processing of an automatic payment on his account.  

  **************** purchased a 2012 ******* Sonata on April 14, 2023 from the company-owned Byrider location on ****************** in ********, ***

  CNAC has documented policies and procedures surrounding the servicing of accounts and was surprised to learn of Mr. ******* complaint. We promptly launched an investigation and discovered that an auto payment was processed on June 7th. CNAC has processed the payment refund and confirmed the cancellation of automatic payments.

  At CNAC we strive for the highest level of satisfaction for every customer. We apologize for any inconvenience this matter caused ****************, and we value him as a customer.