Business Profile

Financing

CNAC, CarNow Acceptance Company

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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

Customer Complaints Summary

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

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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.

Initial Complaint
Date:11/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**** refused to talk to me over the phone to verify information. My car was stolen by my sister and was told i couldn't do anything because it was a civil matter. I let cnac know of the issue. it eventually got reposed so i could try and recover the vehicle, however cnac failed to inform me where the car was being held and that it was even in their possession. When i called to inquire where my property was they told me that they sent notice to an address that was never on file. Didnt send proper notification even to the address the car was registered to which is where i lived. to this day they have not given me a bill of sale from when the car sold at auction and never was able to retrieve my property that was in the car. They refuse to be of any assistance, and this has been the experience since the very beginning. They are nothing but a bunch of scammers, had title issues for the first 2 months and then every person in the customer service department is rude.
Business Response
Date: 11/28/2023
We have launched an investigation into this complaint however we are not able to identify the account associated with ***********************. Byrider has 133 individually owed and operated dealerships nationwide. Please provide the city and state of purchase, and name as it appears on the account, account number, or make and model of the vehicle you had purchased. You may also contact us direct via email at customerservice.com. Byrider strives to achieve quick resolution to every customer concern but need these details to investigate the matter.

Customer Answer
Date: 11/28/2023
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.
***********************;
********** ****
2013 **** escape
I have every call recorded from when they refused to give me information

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

Regards,

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

Business Response
Date: 11/30/2023
In the case of ***************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned ****. ************** is upset that notifications were sent to an incorrect address and that he was unable to retrieve his belongings.
************** purchased a 2013 **** Escape on August 16, 2019 from the company-owned Byrider location on **************** in **********, ****.
************** defaulted on his retail contract, and his vehicle was subsequently repossessed on July 14, 2023. All state required notices were sent to the address provided by the customer at the time of sale (*************************************, ** *****). On August 25, 2023 ************** contacted **** to inquire about his belongings and was asked to confirm all account details including his address, which he confirmed as the address on file (******* Dr). ************** was informed that we could provide him with the repossession agent's information to see if his belongings were still there but that the repossession agent is only required to hold them for 30 days after repossession. ************** refused the repossession agent's information and requested no further contact from **** regarding his account.
The vehicle was sold at auction, and the proceeds were applied to the account, leaving a deficiency balance owed of $5,295.22. The account was charged off on August 30, 2023.
If ************** would like to discuss his account any further, he can contact **** at ************* and ask to speak to a manager.
Initial Complaint
Date:10/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased this vehicle from Byrider on 8/10/23 from the Desoto ** location. I put down $500 which the down payment was $2000 and I would pay $300 every two weeks until it was paid then I would start my regular payments of $228 in November. I have attached my receipts of all the transactions I have made towards this vehicle and business. I have attached the email communications and contracts. I asked the Finance Manager/Latitser ****** if I can have an extension and pay $354 that was due on 10/6/23 and pay it on 10/20/23 which I would pay the remaining that was left which was $300 since I will owe my final deferred payment that day anyways she did not want to and had my vehicle picked up on 10/9/2023 on Monday out of spitefulness and I called her on 10/9/23 and asked her if she had my car picked up and she told me while I was on speaker for everyone to hear in my household **Yup I sure did have your car picked up when I communicated with her on Friday 10/6/23**. When I went to the car lot **** told me asked her what happened she told him she called me 3 times I didnt answer and had my car picked up when I have been communicating with her on 10/6/23. As a customer and the previous reviews on their website she is know to do this to customers and take their money. I have already invested $1400 on this vehicle and I am a returning customer with this ********************** but at a different location which I have never dealt with this ****** ** location. I feel she robbed me of my money and took the vehicle so she can resell it and have customers pay more so she can get a commission out of it. I want the money I have already paid in this vehicle back. I want a refund back of $1400 that I already paid on this vehicle and not put on my credit because of the unprofessionalism she displayed towards a customer and fraudulent service they have provided.
Business Response
Date: 10/11/2023
******************** purchased a 2017 Chevrolet Cruze on August 10, 2023. ******************** executed a retail installment contract in the **************. Her down payment at the time of delivery was $500 and elected to pay out the remaining down payment of $1500, bi-weekly for $300 on the following dates: 8/25/23, 9/8/23, 9/22/23, 10/6/23 and 10/20/23. The 2017 Chevrolet Cruze was sold with ******* miles.
On Friday 10/6/23 failed to make the $300 payment that was due. ******************** called in to say that she was not going to be able to make the $300 payment and wanted to complete the down payment by paying the remaining $600 on 10/20. ******************** was not granted an extension due to age of the current loan and her failure to complete the required down payment. Further, ******************** had not provided the finance company with proof that the vehicle was properly insured as required by the retail installment contract. Due to these deficiencies the car was repossessed on Monday October 9 in accordance with the ***** State regulations.
******************** is asking for a refund however her car was repossessed for default as it relates to the retail installment contract she entered into on August 10, 2023. Further, ******************** received the full economic benefit of use of the vehicle. From the time of sale to the time the vehicle was repossessed the vehicle had an additional ***** miles on the odometer. To that point, had this vehicle been a rental, the cost associated with the time she had the vehicle and the miles driven would have easily exceeded the amount of money she paid at delivery and deferred payments ($1,400) notwithstanding the amount it would have cost to insure the same vehicle over that period of time. Therefore, we disagree with the customers request for a refund.
Although we are not obligated, we would propose that the customer can redeem her vehicle immediately should she provide us with acceptable proof of insurance and agree to pay the $600 owed on 10/20/23.
Customer Answer
Date: 10/13/2023
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 will not accept the vehicle back nor will I do business with them ever again. The payment was due on 10/6/23 which not late until after the fact and I communicated with the Finance Manager Latitser ****** for the extension which she was well aware. This does not justify their behavior of how they treat customers and when I asked for an extension to pay it on a different date. They could of assist a returning customer instead of making a so called repo the vehicle when all my payments have been made on time. The vehicle always had full coverage but from a different insurance carrier which I have now removed this vehicle from it. This company is trying any kind of way to justify what they did to cover their wrongdoing and as for the *** you did nothing to correct the issue when I spoke with you on 10/9/2023 besides let me find out where the vehicle is at. You guys waited for it to go pass due to pick up the vehicle so you guys can justify the pick-up and **** were made aware of my situation. So NO, I am not satisfied of the response, nor will I accept this outcome. I will seek with further action due to your finance company and I have seen the class action suits regarding issues like this in another state. Either way you took my money, and your finance manager did this out of spitefulness judgement and I will seek legal direction.

Regards,

*****************************
Business Response
Date: 10/16/2023
We stand by the facts of our original response. The terms of Ms. ********* retail contract were disclosed to her both verbally and in writing prior to purchase. She defaulted on the terms of her retail agreement and the consequence was repossession. While we sympathize with her predicament, she did default on her retail agreement.

Customer Answer
Date: 10/17/2023
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 will NOT accept the response and they need to remove this vehicle from my name. They are the ones that decided to repo the vehicle when I reached out to them on my payment due date of 10/6/2023 instead of working with a customer to extend it they decided to pick it up on 10/9/23. So they clearly knew what they were doing to me and that if they put it past due they can repo it when there was communication between me and the that finance manager. Like I mentioned she knew what she was doing and like I said before there have been complaints about this finance manager doing this to customers. I will be taking further action against Byrider/**** Financial with legal matters.

Regards,

*****************************
Initial Complaint
Date:10/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Brought my vehicle in for repair over a month ago was told it would only take a week but they are holding it hostage and refusing to release it over a single piece even though *** told them multiple times that I need my car back regardless. they wont release it causing a major inconvenience as I have had to take rideshare cars everywhere in the meantime.
Business Response
Date: 10/11/2023
We reached out today and made **************** aware that the parts are in and that we would have his car back to him tomorrow morning.
Initial Complaint
Date:10/09/2023
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 purchased this vehicle Aug 2022. Being gainfully employed my note was paid on time until the most recent payment. I became unemployed end of April 2023 and unemployment benefits kicked in a couple of months later. Until this most recent payment (Friday, 10/9/2023) all payments had been made. Throughout this period of unemployment I had kept **** informed of my situation. Due to not having been able to regain employment, I finally was not able to make the most recent installment. Immediately I was told the vehicle would be repossessed on Monday, October 9, 2011.There was no offer of any kind of extension. My health is bad, something that I also kept the local **** office in the loop regarding. Now I can't make medical appointments nor get to job interviews or even work once I regain it. This is a rural area and Winter's coming.I'm not trying to dodge my responsibility. I simply cannot pay until I can regain employment. I could understand if I had missed many payments. This was the FIRST ONE!!As far as I'm concerned, CNAC is heartless and inhuman enterprise preying on folks in my position and age. Absolutely atrocious and cruel. I will never do business with again.
Business Response
Date: 10/16/2023
First and Foremost Byrider would like to apologize for the inconvenience ************** has experienced. We always strive to provide exceptional customer service. We would also like to apologize for the fact that ************** was so upset he felt a complaint was warranted in this situation.
Per case # ********, ************** concern is in regards to his ability to keep his contractual commit to making his payments.

Byirder has performed an internal review of this incident has found the following:

On October 9, 2023 ************** communicated to us his inability to make his payments due to his employment status. The account representative he spoke with offered him the ability to use our facilities to seek employment and ************** elected to not use that opportunity.

After conducting our investigation, we were unable to find any wrongdoing on behalf of Byrider/****. We instead found an instance of one of our account representatives going, above and beyond to help **************. We are very sorry he is receiving our attempts to help him in this manner.
Initial Complaint
Date:10/03/2023
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 reviewed my Consumer Reports and noticed that there was an inaccurate account(s) on my credit report ****/IN101: ****# ******* *************************** have assumed a vital role and have a responsibility to report Consumer information to the best of their ability with maximum accuracy.I contacted ****/IN101 and asked for them to investigate & remove the inaccurate account from my consumer report that they are illegally reporting and I requested specifically the alleged original application bearing my signature and they have not been able to provide such proof to me.This is a violation of the Fair Credit Reporting Act, and these disputed items may not appear on my credit report if they can't be verified by any evidence or proof
Business Response
Date: 10/10/2023
In the case of *******************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned ****. ************ is disputing the accuracy of the reporting of his **** account to the credit bureaus.

************ purchased a 2010 Chevrolet Traverse on July 5, 2019 from our Byrider location on **************** in ************, **.
Upon Receipt of this complaint, **** thoroughly investigated the tradeline and determined it to be reporting accurately.
Our records indicate ************ has previously disputed tradelines with the *********************** Each dispute has been investigated and responded to as required by the Fair Credit Reporting Agency. Attached is his original application with his signature.
Additionally, Byrider and **** have written policies and procedures that govern the sales and underwriting process. These procedures involve extensive identity verification activities to prevent our customers from becoming victims of identity theft.
At ****, we strive to achieve the highest level of satisfaction with every customer. We apologize for any inconvenience this has caused ************, and we value him as a customer.
Initial Complaint
Date:09/21/2023
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 /JD BYRIDER has been illegally separating my over payments from the principal in which i was told it would be going to. I thought by LAW that the lender had to put any extra funds after the due payment directly into the principal. How ****/ JD BYRIDER runs things is extremely predatory and it has been happening since the first year of the loan. OMG I paid ***** to ***** bucks more a payment and never did they put the money towards my principal but only making excuses like, "We put extra money in like a bucket for you to use later if your short" Or "The way it works is that it reverts to another payment in the future and you have a lower payment the next time" or my favorite "I think you have to make your payment and then make a separate payment right after" It is like come on can you people just be decent good people and put the extra money towards the principal like you're supposed to. I just don't get it in this sick cold twisted world you think that a highly publicized, marketed, and promoted company such as ****/ JD BYRIDER would do good quality business with their customer base with a bit of integrity would be something of your dreams. I guess i won't be getting to sleep anytime soon with these business practices which only fatten up the lining of their pockets depriving their customer base of a ************* given right to work your but off and pay off a over priced car early! Goodness people just add the extra money to the principal it is not hard. And the real complaint is of the agent there who had me on hold for 40 minutes and refused to give me a supervisor after not telling me what the balance of my loan was before and after an EXTRA and SEPARATE payment of ******! Then when she refused to help and kept me on hold ignoring me I called on another phone and after 4 more agents got a supervisor "****" Who reports to a DM "******" while being on hold on the other phone by their very rude reprehensible, untrained, & tainted with the essence of slime.
location it was purchase from, ***********************************************
Business Response
Date: 09/21/2023
Good morning,

This complaint was filed to the wrong dealership location. Please transfer to that office or division that would handle complaints for ******** **** Please do not log this complaint to this location as it was sent incorrectly and belongs to another dealership.

In the meantime, we will forward the customer's concern to the ******** location.

Thanks,
Business Response
Date: 09/27/2023
In the case of Mr. ********************** Complaint Number:20628415, we have investigated this matter with the full cooperation of the company-owned ****. ************** is aggrieved by the manner in which payments are applied to the account and the handling of the account.
************** purchased a 2013 Chevrolet Malibu on August 27, 2020 from the company-owned Byrider location on Broad Street in ********, **.
On September 11, 2023, ************** called in regarding the handling of the account and asked to speak to a manager. The representative explained that there was not a manager available at that time and placed the call on hold. After 30 minutes ************** called from a second line and was able to connect with a team leader who was then able to get him connected with **** who is one of the *********** Managers. **** took the time to explain how payments are applied to the account but ************** was not happy with the explanation.
Please see the attached payment ledger for *************** Please note that 27 of the 65 applied payments were made late. When late payments occur on a simple interest loan that means more money is being applied to the accrued interest before it will be applied to the principal amount. Please note the $100 payment that was applied on September 11, 2023. The customer was paying early and the entire amount was applied to the principal balance.
**** has documented policies and procedures surrounding sales, underwriting and collections. Mr. ****** purchase was secured by a retail installment contract. The terms of the retail contract, including the promise to pay which describes how payments are applied first to accrued interest, unpaid finance charges, and then to reduce the principal amount. These terms were disclosed both orally and in writing before and during closing.
At **** we strive to achieve the highest level of satisfaction with every customer. We apologize for the way the call was handled and it has been escalated to upper management to ensure that if a manager is not readily available that the customer is not inconvenienced by long wait time.
Initial Complaint
Date:09/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I began buying my 2009 ******* Tucson from Byrider/**** South ***********, ** branch January 2022. The car was listed at much lower price than Im ending up paying. I put $1000 down payment and pay $189.40 twice a month and carry full coverage insurance with a $500 deductible.ritually. My car broke down and I had to have it towed into Byrider within the first month. Upon pick up after repairs I was told NO MORE REPAIRS WOULD BE WARRANTED. In Oct 2022 I got rear ended filed a claim with my insurance Sigo and sat up date and shop for the repairs. Night before my car got broken into causing claim #2 with insurance. Outcome determined my car totaled. Car was picked up by insurance from Bodyshop. Mind you Ive had no vehicle to work for almost 3 weeks and still owe car payment. Holiday weekend I was 5 days late on payment(mind you **** knew of my car situation) NOT only did **** contact a work client of mine(3rd time) but put my account/profile into default. I sent the payment since I still owe $9000. And now **** disagrees on the balance insurance is offering for my car(even though **** states its not to buy my car). So Im out all my $ and insurance fees, no car, remaining balance $9000, loan defaulted. And now looking into hiring a lawyer before signing anything for insurance(Sigo) or for Byrider/****. Ive paid in so much to have nothing and its been a nightmare the way me, my clients and mother have been hounded and they constantly change your account manager and when you ask for a copy of your contract. You get the first page of 7 and are told to go into the service **** to obtain the rest. And to change my account manager, knowing the situation and put my loan into default on a holiday weekend for being 5 days late once. And they keep telling me to sign the paper and theyll get me into another car. I dont want another contract or car from Byrider/**** WITH A **** ARP with a down payment on an old car with high mileage. Stop the robbing!!!
Business Response
Date: 09/25/2023
In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned ****. ************** is disputing the validity of her account and requesting the removal of the account from her credit report.
************** purchased a 2009 ******* Tucson on January 13, 2022 from the franchise-owned Byrider location on ************************ in ***********, **.
On 8/31/2023, we received a market valuation report from the customers insurance company, Liberty Mutual. The valuation listed the base vehicle value at $6189.00, less a condition adjustment of -$496.00 and less prior damage of -$2,696.00, less -$500.00 deductible leaving a net payout of $2,496.79. Several calls have been made to reach the customer to obtain more information on the listed, prior damage to see if this claim was in fact paid out and did the customers have the vehicle fixed. Several messages have been left for the customer and we are still awaiting on an answer.
We utilize an outside company (National Adjusters) to help increase the valuation when the valuation summary from the insurance company seems low. This is only to benefit the customer to help offset the current balance owed on the account. We need the customer to sign off on the third party authorization page which is still pending. We have every intention of working with the customer and have other means to assist if needed.
At **** we strive to achieve the highest level of satisfaction with every customer. Ultimately, we want to assist each individual of our customers in preserving their credit and all actions we are taking on this particular account is to assist the customer.
Customer Answer
Date: 09/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
*************************
Customer Answer
Date: 10/03/2023
For **** to write BBB one thing and then go behind my back to my insurance company and do the opposite of what I was informed to do by **** without informing through email or texts as was requested more than once to have record ofis far from this issue being resolved. When confronted by insurance and myself. **** wouldnt answer any of my questions unless through phone call(which I didnt call). And then and only then did **** advise me(in email) to sign the *** form for insurance. I replied asking if **** was going to honor the amounts quoted to BBB and it reflect on my account balance? No reply.
Business Response
Date: 10/11/2023
We have not deviated from what we said we would do initially. No amounts were previously quoted to her as we were attempting to arrange for a third party adjuster to review the vehicle to hopefully obtain a higher payout for ***************
We received a letter of guarantee from the adjuster with a note the check would be issued soon on October 4, 2023. We are waiting to hear back regarding the exact amount of the guarantee. If ************** would like to contact us directly with any questions she is welcome to call us at **************.
Initial Complaint
Date:08/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
No help at all, I fell on hard times due to medical issues, I paid what was asked of me to get an extension when I could I was out of work 3 months no income what so ever, they reprocessed the car my father gave me money to get it back before hand I provided the information they asked for and tried to pay what was asked to get the extension then said it took too long , it's past due at the moment because I got evicted and had to find another place it's broken down and I pay Uber for transportation and my rent, a pothole caused the issue and the city is willing to pay, ******** (portfolio manager at ****) won't release the estimate nor will they give me a payoff for a trade ,claiming they want their money ,I have a way but they are refusing to help, this is my second car with them I paid off the first with 0 late payments. Worst ever don't buy from them
Business Response
Date: 09/05/2023
In the case of *****************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned ****. **************** is aggrieved at the handling of the repossession of the vehicle and service issues he has experienced.
**************** purchased a 2014 ******* Elantra on February 8, 2022 from the franchise-owned Byrider location on ************* in ************, *******. The vehicle is covered by a 36-month, ****** mile warranty, whichever occurs first.
On July 5th ***************** contacted Byrider informing them the vehicle started to run hot and broke down on the expressway. The vehicle was towed into the service department where it was diagnosed with a blown engine due to lack of routine maintenance. Byrider service reviewed with **************** the option of applying for a SNAP loan, a third party who will finance the repair. This service issue was not related to hitting a pothole and at that time the service cost was reviewed with *****************
**** was working with **************** until his vehicle went in for repairs. Unfortunately he ceased to continue communication with **** and ultimately **************** defaulted on his retail contract. His vehicle was subsequently repossessed on July 19, 2023. All the necessary forms and letters were sent to the address on file for *****************
Additionally, **** has written policies and procedures that govern the repossession process to ensure that every repossession adheres to federal and state regulations.
At **** we strive for the highest level of satisfaction for every customer. While we sympathize with ****************** predicament, he did default on his retail contract.
Initial Complaint
Date:08/19/2023
Type:Delivery 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.
08/19/2023 Call was made to me this morning by an **** agent to my cell number **********. Agent ***** called from a personal number **********. Reason for call was for my late car payment Office number for *********************** ********************
Business Response
Date: 09/01/2023
In the case of *******************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned ****. ************ is dissatisfied by the frequency at which he is contacted regarding his account.

************ purchased a 2013 Kia **** on November 11, 2022 from our Byrider location on ********** in ***********, **.
**** has written policies and procedures in place that govern the collection process and ensure adherence to all federal, state, and local regulations.
************ contacted **** on August 18, 2023 regarding his pay being reduced due to short hours at work. Upon hearing this **** requested documentation that his pay was short and we could extend his payment. ************ agreed to send in the requested information. Unfortunately, ************ did not send the requested information so **** did reach out again. ************ indicated that he made the arrangements and it was explained again we just need the documentation to ***** the extension. ************ disconnected the call.
As a good faith gesture, we will honor the extension to August 25, 2023 and will not re-request he provide documentation that his pay was short.
At ****, we strive to achieve the highest level of satisfaction with every customer. We apologize for any inconvenience ***** caused ************, and we value him as a customer. We look forward to our continued relationship.
Initial Complaint
Date:08/18/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have spoken with 4 CSRs in the last 2 days asking them for a copy of my bill of sale and they refuse to help me. I then go to sell the car and cannot because CNAC STILL HAS A LIEN SHOWING EVEN THOUGH I PAID IT OFF 2 YEARS AGO! THEY WERE VERY RUDE AND REFUSED RO GIVE ME THEIR NAMES. I FINALLY GOT ONE NAME. SHE SAI HER NAME WAS ******. SHE KEPT CUTTING ME OFF WHEN I WAS TRYING TO SPEAK AND HUNG UP ON ME TWICE. I NEED THAT LIEN RELEASED AND A COPY SENT TO MY EMAIL IMMEDIATELY SO I CAN GET A TITLE. IF ANYONE THINLS ABOUT FINANCING EITH THEM DONT. THEY ARE A TERRIBLE COMPANY AND WILL LIKELY TAKE YOU FOR EVERY DE YOU HAVE.
Business Response
Date: 08/25/2023
In the case of *************************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC. Ms. *********** is requesting a lien release for her vehicle.

************************ purchased a 2013 ******* Elantra on March 29, 2018 from our Byrider location on Boston Road in ***********, *************. Ms. *********** paid off her vehicle on May 24, 2021 at which time we sent her the required paperwork for her to have the lien removed from her vehicle

On August 18, 2023 ************************ contacted CNAC requesting a lien release stating she either lost or misplaced the title for her vehicle. She provided her new address and we sent out a lien release to the address she provided.

At CNAC, we strive to achieve the highest level of satisfaction with every customer. We apologize for any miscommunication that *** have occurred.

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CNAC, CarNow Acceptance Company is NOT a BBB Accredited Business.