Financing
CNAC, CarNow Acceptance CompanyThis 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
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 ComplaintThe 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:08/18/2023
Type:Service or Repair IssuesStatus: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.
**** from the beginning has caused me nothing but buyers remorse. They sold me a 2010 Cadillac srx in March of 2022. I gave them **** down and the blue book value was ****. My payments are 532 a month. The price of the car was *****. I pay car note on the 26th of every month, due to getting paid monthly as I am a disabled veteran. So I guess last month they charged me a $20 late fee. ******* in the ******** ** office told me that when I called and paid. But she said that the new late payment was not due until my next payment. Well, I am trying to buy a house. So I check my credit regularly. **** said I have a over 30 day late payment of $20 on my credit report. I called cnac and ******* was rude and would not assist me or answer any questions. I need them to correct my credit reports or I will *** them for taking advantage of a disabled veteran. I feel taken advantage of. I need my credit report fixed asap. And I know the *** 1681 A 1 A. By law they are not allowed to report anything negative to the credit companies without my permission. So please help me with this is***.Warm Regards, *************************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 aggrieved with a late charge applied to her most recent payment.
****************** purchased a 2010 Cadillac SRX on March 21, 2022 from our Byrider location on State Street in ********, ********.
**** has written policies and procedures that govern our sales and underwriting processes. The terms of the retail contract, including the payment amount, Annual Percentage Rate, Total Sales Price, Payment Amount, and Payment Due Dates were disclosed prior to and during closing, both in writing and orally. ****************** signed a Retail Installment Contract which secures her purchase.
**** has been in contact with ****************** regarding her request to change from bi-weekly payments to monthly payments. After she filed this complaint she agreed to provide the requested documentation required to amend her contract and change her due date schedule. Once ****************** comes in with the correct documentation then **** will be able to amend her contract to prevent further late charges.
At ****, we strive to achieve the highest level of satisfaction with every customer. We apologize for any inconvenience but we have to work within the standards and
cannot do an amendment to a Retail Contract without valid proof. We value her as a customer and we look forward to our continued relationship.Initial Complaint
Date:08/08/2023
Type:Service or Repair IssuesStatus: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.
Im tired of the harassment from this company. I am not nor have I ever been late on a payment. My insurance has never lapsed, yet in the past week and a half they have called to claim it is lapsed 3 times. I have verified it and been told that its updated each time yet they keep calling.Business Response
Date: 08/10/2023
In the case of *************************, Complaint Number:20439707, we have investigated this matter with the company-owned CNAC. ************ is dissatisfied with how her account was handled in regards to insurance coverage.
Upon receiving this complaint, we have reached out to our insurance department to get this situation resolved. We have located ************** insurance information and have updated her account with the details.
CNAC strives to achieve the satisfaction of every customer. We apologize for any inconvenience this issue may have caused, and we value ************ as a customer. We look forward to our continued relationship.Customer Answer
Date: 08/10/2023
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 am not satisfied until I see that there has been resolution this has been stated to me previously multiple times so until I see change I do not believe a word they say.
Regards,
*********************Initial Complaint
Date:08/07/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Please remove and update my creditBusiness Response
Date: 08/07/2023
In the case of *********************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC. **************** is disputing the accuracy of the reporting of her CNAC account to the credit bureaus.
**************** purchased a 2008 Chevrolet Impala LS on August 18, 2016 from our Byrider location on ************* in *********, **.
Upon Receipt of this complaint, CNAC thoroughly investigated the tradeline and determined it to be reporting accurately. The vehicle was repossessed and the account was charged off and sold to another lender in 2017.
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.Customer Answer
Date: 08/09/2023
The time for a credit inquiry or collections on a credit report according to FCCA is seven years! The vehicle and contract with JD byrider was august 2016! This is August 2023! Seven years! Im asking for this collection to please be removed!
Customer Answer
Date: 08/10/2023
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.
[Provide details of why you are not satisfied with this resolution.]The time for a credit inquiry or collections on a credit report according to FCCA is seven years! The vehicle and contract with JD byrider was august 2016! This is August 2023! Seven years! Im asking for this collection to please be removed!
Regards,
*****************************Business Response
Date: 08/14/2023
We stand by our original response. Per the Fair Credit Reporting Act (FCRA), negative items can appear on your credit report for up to 7 years from the date of first delinquency, not 7 years from the purchase date.Customer Answer
Date: 08/15/2023
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,
*****************************
Initial Complaint
Date:08/01/2023
Type:Service or Repair IssuesStatus: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.
Car haven't worked since I got it and they refuse to help fix car over charging and refuse to serve customers with respectBusiness Response
Date: 08/08/2023
In the case of Mr. ******************************** Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. ******************** is aggrieved by the mechanical difficulties he is experiencing with the vehicle and the lack of support to get the vehicle fixed.
******************** purchased a 2012 Chrysler 200 on December 7, 2021 from the company-owned Byrider location on Broadway St in ****************. The vehicle is covered by a 48-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.
Per our records the last service visit for the vehicle was in February 2022. The vehicle came in because it was overheating. The vehicle was diagnosed by a technician who determined that there was a leak in the heater core. The work was completed and there was no out of pocket charge to ******************** as everything was covered by the vehicle service contract.
******************** acquired a rental car during that time which he received reimbursement for 4 days at $25.96 per day.
There was a business decision made to close the ************ location in October 2022. There are still locations in ******, ** and *********, ** which are able to service ********************* If neither of these locations are accessible to ********************, he can contact Best Extended at ************** and they will assist in finding a service center that is more convenient.
The Service Manager of the Lafayette location reached out to ******************** on August 3rd but was unable to speak with him directly. There was a message left with the co buyer on the account to have ******************** call us directly so we could attempt to help with the vehicle.
Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value ******************** as a customer. We look forward to our continued relationship.Initial Complaint
Date:07/26/2023
Type:Order IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Contract Number: ********. On 07/20/2023 I contacted customer support and told them I would not be able to make a payment on 07/21/2023 due to a (medical) financial obligation. I advised to borrow the money and then was asked to give detail about my (medical) financial obligation which was very personal. stating I had to give them the details to qualify for a payment arrangement. The rep told me I had to be two payments behind to be consider for any sort of payment arrangement. Contact by another rep on 7/22/2023 and went through the same routine I did with the rep I spoke with on 7/20/2023. The rep told me the notes said I had asked for a fresh start payment program option which I informed her I had no idea what that was so how could I asked for Payment Program I knew nothing about. I asked the rep what she was going to differently from what the previous rep did. She informed me something about a hardship payment option and explain the Fresh Start and then put me on hold for a long time and came back and said I did not qualify for any sort of payment plan/programs. Now, I am getting several emails and texts which I have responded, but they starting I am not making myself or have made myself available to them. In which as previous noted, I have made contact with them to addresses the payment. However, they have offered no type of assistance and have told me I do not qualify for another thing that would assist with with my payment. So, it appears that CNAC wants people to go in default in their loans so they can repossess their vehicles. I have never dealt with a finance company who has not work with their customers regarding their payments especially when I have had good payment history with no late or missed payments. It appears their goal is not to help their customers but come up with ways for their loans to go in default.Business Response
Date: 07/27/2023
In the case of *********************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC. ************** is dissatisfied by the handling of his account.
************** purchased a 2015 Jeep Renegade February 16, 2023 from our Byrider location on *************** in *******, **. The vehicle is covered by a 30-month, ****** mile service contract, whichever occurs first.
Upon receipt of this complaint, CNAC reached out to ************** to assist with his account. CNAC was able to set up payment arrangements as well as a follow up for August 18th after he made his payment.
At CNAC, we strive to achieve the highest level of satisfaction with every customer. We apologize for any inconvenience and value ************** as a customer. We look forward to our continued relationship.Customer Answer
Date: 07/27/2023
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,
***************************
Initial Complaint
Date:07/24/2023
Type:Sales and Advertising IssuesStatus: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 went to jbnow/byrider to look for a car, They did not have any on the lot and I never saw a car I was interested in. They still rushed me and my son into an office and wanted all my info even though I never looked at a car or priced one, The guy was a typical car salesman and he even had the nerve to ask if I get state help aka food stamps etc. I am retired on SS and VA pension from my husband, They said they would not do a hard credit check because I said no especially since they only had 7 cars Quote-- the ones facing the street - unquote. So there was nothing I even wanted..Anyway, they ran a credit check through their company which did end up on all the major credit companies. But, the main reason I am really complaining now is I got a letter from CNAC/Motor Car Credit today 7/24/23 with false statements. 1)They said I was not approved because pf Number of Auto Accounts.. I haven't owned or even tried to buy in 20 years, so that is a lie and I check my credit through *********** weekly because I have their credit card. 2) Insufficient info on or lack of installment accounts. I know they did not look at my credit history or they would have seen installment pmts made ontime every month. 3) Not enough NCTUE accounts reported in 6 months. I do not even know what that means. 4) This is a real doozy. Number of work phones associated with the consumer in the last 7 days! I have been retired since 2016 I really believe they are making me look bad in creditor eyes because I told them off. They did offer me a deal without even looking at a car for $450 a month. I told them you have got to be kidding me. I said how can you offer me a loan only knowing it is $450 a month. They kept asking me about if I have any welfare or food stamps. I told them I have worked all my life and have never depended on any of that even when my sons were very young. I felt insulted that I would be asked that. Maybe it was my age . They kept referring to my age. I am 70..Business Response
Date: 07/31/2023
In the case of ***********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider. **************** is aggrieved because we were unable to extend an offer for financing.
**************** applied for financing at the franchise-owned location on ********************** in ******, ****. Unfortunately, we were not able to extend an offer for financing. As required by the Equal Credit Opportunity Act and Fair Credit Reporting Act, a Notice of Adverse Action Letter was provided to *****************This notice must be retained by the business for 25 months.
Upon receipt of this complaint we have reached out to **************** in an attempt to address issues he felt arose during his experience in our sales office. Unfortunately we havent been able to reach him. If **************** would like to discuss this further we recommend that he call us back at ************
At Byrider we strive for the highest level of satisfaction with every customer. We apologize for any inconvenience the financing process caused ****************, and we wish them the best in all of their future endeavors.Initial Complaint
Date:07/17/2023
Type:Service or Repair IssuesStatus: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 of $593.28 on 6/24/2023 and CNAC reported to all credit agencies on 6/30/2023 that no Osment was made with full repossession leaving $0 owed for my vehicle. I had possession of my vehicle on that day 6/30/2023 making their report false. This caused my credit score to drop almost a 100 points. I called to discuss the issue and was pushed off by the manager ******. The company retaliated by shutting iff my vehicle the next day. I am only 2 weeks late on payment, not 30 days making this action invalid per their own rules. They installed a kill switch on my vehicle by force and is not in any contract or agreement that I have signed. They sent an email asking about another payment, never mentioning shutting off my vehicle. I am having medical issues and need my vehicle but since I complained their recourse was to shut my car off. No response via email or phone after my car was shut off. They are closed for 2 days so my vehicle is risking a tow by sitting in a convenience store parking away from home. They have GPS on the car, and knew I was home all day but waited until I left to go to the store before shutting off my car. I am seeking a refund of my payment since they have reported no payment made and destroyed my credit.Business Response
Date: 07/25/2023
In the case of ******************, we have investigated the matter with the full cooperation of the franchise owned Byrider. ****************** is upset by the repossession and subsequent reporting to the credit reporting agencies.
****************** purchased a 2011 ******* Sonata on December 29, 2020 from the Byrider dealership on ************ in ******, **.
****************** defaulted on her retail contract and was repossessed in June 2023. ****************** reclaimed her vehicle by paying the past due amount. As required by the Fair Credit Reporting Act, as a data furnisher, we are required to provide accurate information. Since the vehicle was repossessed, it was reported in the June credit reporting cycle. The next reporting cycle, assuming ****************** is not repossessed, will show the payment status.
****************** claims the vehicle was shut off inconveniencing her while not at home. Per Ms. ******** retail contract a payment default is cause for using the device and repossessing the vehicle. The franchise owned Byrider has documented policies and procedures that govern the repossession process to ensure that all laws and regulations are followed. In addition, CNAC worked to contact ****************** prior to this action to resolve the default before the repossession. ****************** did not respond to the calls, emails or texts that were made.
****************** has once again cured the delinquency and has reclaimed the vehicle. While we sympathize with her situation, she did default on her retail contract.Initial Complaint
Date:07/10/2023
Type:Billing IssuesStatus: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 paid off my car and traded it in years ago. I have tried to get CNAC to fix my credit report, but it still shows charge off, when in fact it was paid off early. My credit report says it's account # *******Business Response
Date: 07/12/2023
In the case of ***********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC. ****************** is disputing the accuracy of the reporting of her CNAC account to the credit bureaus.
****************** purchased a 2008 **** Fusion SE on February 11, 2014 from our Byrider location on *********** in *************.
Upon Receipt of this complaint, CNAC thoroughly investigated the tradelines and determined TransUnion and Experian to be reporting accurately. However, Equifax needed a correction, which we have submitted. This update will take approximately 5-7 business days to reflect.
At CNAC, we strive to achieve the highest level of satisfaction with every customer. We apologize for any inconvenience this has caused ******************, and we value her as a customerCustomer Answer
Date: 07/15/2023
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 am looking at Experian right now, it still shows the account as open, it still shows 2 months of charge off, none of that is correct, like I said before. its false, they refuse to correct their mistake!!!
Regards,
***********************Business Response
Date: 07/19/2023
We stand by our original response. The Experian tradeline is showing the account as paid with no balance. Equifax was wrong, but we submitted the correction on July 13th. It takes 5-7 business days to update.Initial Complaint
Date:07/05/2023
Type:Order IssuesStatus: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 was mislead by this company, told I was getting a car with affordable payments to build my credit. It was false I have paid 442 dollars plus for over a year and only paid off ***************************************************** a copy. Recently my husband was hit, I found out the car is only worth half of what i owe, the company does not offer any gap coverage. I am struck paying off a totaled car because the total pay off is no where near what is owed. Now I am carless and being duped. I feel like a foolBusiness Response
Date: 07/13/2023
In the case of ***************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC. **************** is aggrieved by the insurance valuation she received after her total loss.
**************** purchased a 2013 Chrysler 200 on June 9, 2022 from the franchise-owned Byrider location on WI-164 in ********, *********.
On June 26, 2023, CNAC was notified that the vehicle was totaled in an accident. Her insurance company originally sent over an estimate for the total loss at $8019.05. We reached out to **************** to consider a third party appraisal to re-evaluate the loss, to ensure a maximum settlement with the insurance company. We have also offered **************** the opportunity to be placed in another vehicle as part of our roll-over program.
Additionally, Byrider and CNAC have written policies and procedures that govern the sales and underwriting process. The terms of the retail contract, including the payment amount, APR and total sales price were disclosed prior to and during closing, both in writing and orally. It also explains that we do not offer GAP insurance. We have sent **************** a copy of her contract.
At CNAC we strive to achieve the highest level of satisfaction with every customer.Initial Complaint
Date:07/03/2023
Type:Order IssuesStatus: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 am very disturbed and upset withCNAC/IN101 has not responded back to me I sent a letter requesting the proof of contract . I need these accounts deleted from my credit report they violating my rightBusiness Response
Date: 07/06/2023
In the case of *******************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC. **************** is disputing the accuracy of the reporting of his CNAC account to the credit bureaus.
**************** purchased a 2010 ******* Sonata on July 6, 2017 from our Byrider location on ********************* in ********, ****.
Upon Receipt of this complaint, CNAC thoroughly investigated the tradeline and determined it to be 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.
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