Business Profile

Used Car Dealers

byrider

Headquarters

Complaints

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

Customer Complaints Summary

239 total complaints in the last 3 years.
55 complaints closed in the last 12 months.

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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:06/17/2025
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 or about January 2024 I, Complainant, **** K. ********, purchased a 2013 Subaru Forester from BYRIDER (auto dealership) ******************************************. On the same date said parties endorsed a ************** Policies agreement detailing the parameters and expectations of both parties to the aforementioned covenant. On or about July 14, 2025, Complainant lost her 2013 Subaru Forester SUV keys. On July 16, 2025, ******** contacted ByRider to secure an additional set of duplicate SUV key. BYRIDER informed Complainant that she would have to purchase an additional SUV key to replace her lost SUV key. However, the ************** Policies agreement ratified by both parties clearly state that Complainant was supposed to be furnished "keys" rather than the "Key" given to ******** via BYRIDER. Complainant, at the time of endorsing the ************** Agreement was under the impression that she would be provided with more than one key; do to the plurality of the term "Keys" in the written service agreement. BYRIDER has violated the ************** Policies agreement and therefore the entire loan, financing, title, and purchase Agreements are void abinitio. ******** requests a full investigation into her claims and the additional key to her 2013 Subaru Forester.
Business Response
Date: 06/17/2025
This customer belongs to the Lafayette Indiana location. Could you please transfer this complaint to the Indiana BBB for processing?
Customer Answer
Date: 06/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23476235, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I continue to experience travel issues in relation to the complained issue. I cannot travel to work or experience the enjoyment of life while tethered to a monthly SUV note for a vehicle I cannot drive. BYRIDER must provide me with a replacement key free of cost. BYRIDER is trying to sell my own SUV key back to me.

Regards,

Lisa Harrison
Business Response
Date: 06/19/2025
In the case of Ms. Lisa Harrison, Complaint Number: 23476235, we have investigated the matter with the full cooperation of the company-owned Byrider. Ms. Harrison is dissatisfied that we are unable to provide her with another key fob to her vehicle after she misplaced the first one.

Ms. Harrison purchased a 2013 Subaru Forester on January 6, 2024, from our Byrider location on Sagamore Pkwy South in Lafayette Indiana. The vehicle is covered by a 30-months, 30,000 mile service contract, whichever occurs first.

Although vehicle service contracts do not cover keys, we offer affordable ways for customers to purchase additional keys through our contracted locksmith. Upon receiving this complaint, our Best Extended team contacted Ms. Harrison to address her concerns. Understanding her frustration, Byrider then reached out to Car Keys Express for an estimate. As a gesture of goodwill, Byrider has agreed to cover the cost of a new programmed key fob, to be provided by the locksmith at Ms. Harrison's address.

Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience this issue may have caused, and we value Ms. Harrison as a customer. We look forward to our continued relationship.
Initial Complaint
Date:06/11/2025
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 5/19/25 I purchased a car from byrider location ***********. My down payment was deferred .the did say No Grace ******** On my contract says they accept cash or check for deferred down payment..my first payment 6/6/25 on 6/1/25 my wallet was stolen while on a work assignment in ******* 8 hours away from home. I explained to them my card will arrive Tuesday 3 days late . A lady was nice n agreed but then ***** called demanding I pay that day being very nasty n rude. I said I could pay by check ..it's says in my contract I can ....**** no they don't accept check payments..I then stated I don't think y'all will repo me over being 3 days late ...he became angry yelling I better have my car at my house cleaned out he's getting it...i was pied off so i did say have a good time trying find me or the car just being smart bk. **** they came to ************** my car after texting me that morning and I said my card is arriving today . About 2 hr later my card arrived I called to pay n he said I can't get my car bk bc I was rude n he rather not do business n that they are not honoring my contract...What now I'm in ******* can't get my car ...he also said I removed gps which is a lie bc how did they know where I was 8 hrs away. So they basically took my down payment n the car.. if I could of paid by check as it says in my contract none of this would've happened..im thinking they are scam artists
Business Response
Date: 06/16/2025
In the case of Ms. ******* ********, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider. Ms. ******** filed a complaint regarding the repossession of her vehicle.

Mr. ******* ****** and Ms. ******* ******** purchased a 2012 Chevrolet Cruze on May 19, 2025 from our Byrider dealership on *************** in **********, **.

The initial payment for Mr. ****** and Ms. ******** was due on June 6, 2025. ****'s on-time payment policy was repeatedly stressed during the contract closing. On the due date, June 6, 2025, **** contacted Mr. ****** to remind him of his payment obligation. Mr. ****** indicated he could not pay until Thursday, June 12th. **** reiterated the importance of the on-time payment policy, and Mr. ****** responded that he would attempt to borrow the necessary funds.

******* ******** called CNAC, reporting an issue with her card that would delay payment until the following Tuesday. **** reminded her of their strict policy requiring payments on or before the due date. Subsequently, Ms. ******** was instructed to remove her belongings from the vehicle and return it to the dealership. After not receiving payment that day, CNAC checked the *** and found that the vehicle was in ********

On June 9, 2025, CNAC made further attempts to contact Mr. ****** and Ms. ******** regarding the overdue account. As the account remained delinquent, **** tried to locate the vehicle via ***, which was found to be inactive. Consequently, a repossession agent was dispatched to the last known address in ******* and successfully recovered the vehicle.

Following the vehicle's repossession, Mr. ****** contacted **** to inquire about reclaiming it. **** informed Mr. ****** that, considering the prior communications and the circumstances leading to the repossession, it would be best for all parties to discontinue their relationship.

While we sympathize with Mr. ****** and Ms. ********* situation, they did default on their retail contract; therefore, we cannot adhere to their request for a refund. **** has agreed to release them from their financial obligations. This account will not report on his credit.
Customer Answer
Date: 06/17/2025
That a lie we answered all phone calls m text I have proofof text that morning bf my card arrived . No gps was taken off. I travel for work as they knew that. I also have recording of them telling me it's because of my attitude. In ** you have 20 days to claim a repoedsio. And it's on our credit I can prove that as well
Customer Answer
Date: 06/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
That a lie we answered all phone calls m text I have proofof text that morning bf my card arrived . No gps was taken off. I travel for work as they knew that. I also have recording of them telling me it's because of my attitude. In ** you have 20 days to claim a repoedsio. And it's on our credit I can prove that as well

Regards,

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

Business Response
Date: 06/18/2025
Our original response stands. Given their delinquency on the initial deferred down payment, **** has made the business decision to release them from their contractual obligations. Please allow approximately 30 days for the credit bureaus to reflect this update.
Customer Answer
Date: 06/20/2025
In ******** the law requires I have 20 days to get my car if it was repressed. If they reliving me from my contract I need my down payment bk
Initial Complaint
Date:06/07/2025
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.
In 2021 I purchased a vehicle from Byrider the 2nd day of having the vehicle is started having issues as I was sitting waiting on the car to be fixed the sales *** then has me sign another contract because he messed up the paperwork come to find out HE LIED the car had more miles on it and was also in a car accident that he DID not disclose. Fast forward from the time I have the vehicle the car stay constantly in the shop for the same reasons. They WILL not properly fix the vehicle instead they threaten me and lie to my face. I have kept every receipt needed every interaction. I have also recorded the mechanic tell me out his own mouth when I begged him to ride with me to see the issue he stated verbatim " Byrider isn't going to fix your problem its going to cost them to much money" they keep putting bad part on the vehicle. I have begged multiple times for them to just fix the issue they simply will not I can't even trade the vehicle in one because they lied about the accident and to the car isnt worth anything. Im paying ****** on a car thats worth ***** that stays in the shop every 2-3 weeks I have had this car shut off on me on the freeway MULTIPLE times. I have had the car shut off on me in mid traffic almost causing an accident this car is affecting my mental, my finances, and overall well being. I am paying for a vehicle they REFUSE to fix properly but yet want a payment on time. That is impossible when I am constantly paying for a vehicle that stays constantly not running nor driving, I am willing to take whatever lost to just get rid of this car, These people are evil and I am not being silenced any longer. All i have been asking from this company is to fix my vehicle. They supposedly gave me a new engine and alternator for me to turn around a few days later to the car shutting off and me turning around paying another $300 for the same alternator issue. I need help I can't keep dealing with these people I want out I need out...I need some type of resolution
Business Response
Date: 06/13/2025
In the case of Jahaan *****, complaint number ********, we have investigated this matter with the full cooperation of the company-owned ****. Ms. ***** is upset with mechanical issues.

Ms. ***** purchased a 2013 Chrysler 200 on March 26, 2021 from our Byrider location on ************ in ********, **. She also purchased the optional 60 month/60,000 mile service contract, whichever comes first. The terms of the vehicle service contract, including replacement of any part may be made with new or with used or reconditioned parts, were disclosed prior to and during closing, both in writing and verbally.
While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.
Service records indicate Ms. ***** had scheduled an appointment for April 29th. This appointment was rescheduled by her on two separate occasions, ultimately resulting in her not bringing the vehicle in for service.
Upon receipt of this complaint, Byrider service contacted Ms. ***** to discuss her concerns. Ms. ***** seeks to have her vehicle fixed but currently declines to pay the diagnostic fee. We advised if the issue is covered under her vehicle service contract, she wont have to pay the inspection fee.

Byrider acknowledges Ms. *****s frustration. We stand behind the vehicle service contract and committed to making good faith efforts to resolve Ms. *****s issues. However, we cannot help without diagnosing the vehicle.

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

Customer Answer
Date: 06/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
it is the same scripted response over and over again they say they will fix it but they dont i refuse to give them another dime for THE same issue fix the vehicle or come pick it up because as stated before the CAR does not run or drive these ppl at byrider are liars full out nobody has realigned resolved my issue

Regards,

Jahaan Islam

Business Response
Date: 06/17/2025
Byrider acknowledges Ms. ****** frustration regarding the issues she has experienced. We understand that vehicle troubles can be incredibly inconvenient and stressful, and we genuinely sympathize with her situation.
We want to reassure Ms. ***** that Byrider stands firmly behind the vehicle service contract she purchased. Our commitment to our customers includes making good faith efforts to resolve any issues that may arise with their vehicles under the terms of this contract. We are dedicated to ensuring that our customers receive the support and service they are entitled to.
However, to effectively address and resolve Ms. ****** concerns, it is imperative that we are able to diagnose the vehicle. Without a thorough diagnostic assessment, it is impossible for our technicians to identify the root cause of the problems Ms. ***** is experiencing. This diagnostic process is a critical first step in determining the necessary repairs and subsequently applying the terms of the vehicle service contract. We are ready and willing to assist, but we cannot proceed with a resolution without this essential diagnosis. If the issue is covered under her vehicle service contract, she wont have to pay the inspection fee. We urge Ms. ***** to bring her vehicle to one of our service centers so we can properly evaluate the issues and work towards a satisfactory resolution.

Customer Answer
Date: 06/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have done this on SEVERAL occasions i have taken off work multiple times i was just there TWICE in April paid for the diagnostic fee off $100 my LAST $100 for it turn around and CUT off on me and it has been sitting since you guys are LIARS every time i bring my car you guys do NOT fix the car properly and one of the reasons why is because you have a bunch of crackheads working on your cars i have videos of them knodding off and falling asleep at your service establishment and also i have issues with this vehicle from day One it was never serviced correctly you guys just keep taking my money and feeding the same crappie axe option after 3 years of dealing with it you cant lie out of this one you guys are liars point blank period you guys never told me this car was in an accident and i shouldve known bc youre sales *** lied on the paperwork.. i have receipts, videos of your mechanics telling me that you guys are not fixing the vehicle properly and yet you all harrass me every day over a vehicle that is not running nor driving how is it that i have vehicle that i pay for and i am afraid to drive it because it was become a hazard for me and my children i have paid so many tow fees for this vehicle i have receipts as well i am in contact with a lawyer currently and also looking for another vehicle these people at byrider are liars they say one thing and something completely opposite hence to why i have been recording every time i step foot in that service department please let me know if you would like me to attach, thank you.

Regards,

Jahaan Islam
Initial Complaint
Date:06/02/2025
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.
Byryder car lot in *********... So last Aug of 2024 my car started to overheat had the car towed to the shadlend location where I purchased the car had to receive a water pump timing chain valve cover gaskets etc.....So here we are in May of 2025 car is over heating it again so I paid meineke to inspect the car thinking it could be a easy fix so it came back that I needed a head gasket they said it's passing the head test but u need a gasket so I find out ********* had a service shop for byryder customers I called them I taken to service manager Jenn I told her meineke test says it's the head gasket but I wanna get it to u all so I can know for sure so a couple days later on a Friday I get a call from Jenn and she tells me MR ****** ITS NOT THAT BAD U NEED A RADIATOR so I'm like yes I'm glad its not the head so the process of this fix was 500 she tells me I have to pay 200 before they can even start on the car which made no sense so a week and a half later she calls and say your car is done but we have bad news u need a head gasket I said I told u that from the beginning now how did byryder see a bad radiator and meineke didn't but they seen it needed a head gasket now the whole thing is I know they charged me for a radiator for no reason and the day the car done u telling me I need a 2000 dollar repair and your pro longing keeping my car Jenn is a horrible person to talk to any customer she doesn't know how to talk and she talks to much she will over talk you like she the one working on the car I'm on the verge of losing my job trying to **** everyday with the work I do is to expensive they beat me out of money for a radiator I still gotta pay the car note I'm current on my car note this place is a scam everybody with a car from byryder the engines go out and then on top of that a 2000 dollar job and no warranty on it and then offer to put a used engine in it why would I agree with that since I've had the car my engine has been rebuilt .water pump timing chain etc
Business Response
Date: 06/03/2025
In the case of Mr. ****** ******, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider. Mr. ****** filed a complaint regarding mechanical issues he is experiencing.

Mr. ****** purchased a 2014 **** Taurus on July 15, 2022 from our byrider dealership on ************************************************************************ He also purchased an optional service agreement effective for 36 months or ****** miles, whichever occurs first.

While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.

Due to a change in ownership, the service dealership Mr. ****** utilizes is now a franchise with different employees, policies and procedures. While Mr. ****** did notify the service manager about a possible head gasket issue, the vehicle presented with a radiator leak upon arrival for service. Standard diagnostic procedures like pressure and block testing were impossible due to the existing leak, delaying the head gasket diagnosis until after the radiator replacement. The radiator repair cost approximately $500. Although **** and the warranty division allowed payment installments, a $200 down payment, as required by our franchise policy for all repairs regardless of customer status, was necessary before starting the work. All repair payments are due upfront.

After completing the radiator repair, it was determined that the vehicle does require a head gasket replacement. Despite the lack of oil change receipts, both the warranty division and **** have agreed to allow Mr. ****** to continue making payments, with a maximum limit of $1,200. However, he will need to pay an additional $300. As a courtesy, the warranty division has offered to cover half of the head gasket replacement cost, even though Mr. ****** is nearly ****** miles beyond his *************** Contract. To expedite the repair process, I have proceeded with removing the head and sending it to the cylinder head repair shop, a process that typically takes several days. I have informed Mr. ****** that he should expect a minimum of two weeks before his vehicle is returned.

Mr. ****** received regular updates during the entire process and made his frustrations known. We understand his feelings; however, vehicle repairs require time and cannot be rushed.

Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues have caused, and we value Mr. ****** as a customer. We look forward to our continued relationship.
Customer Answer
Date: 06/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

Regards,

****** ******
Customer Answer
Date: 06/03/2025
No one can explain how they so called seen my radiator was bad and no other shop did but after a week they come with the problem every one had said form the beginning but call a week later telling me about what I had told them a head gasket the paper was in the car on the seat from meineke if they would have addressed this at the same time as the radiator I would have my car I don't have months to be without my vehicle

Business Response
Date: 06/06/2025
We stand behind our original response. Byrider ensures accuracy before making any assessments and avoids immediately jumping to worst-case scenarios. We prioritize addressing genuine customer repair needs and refrain from charging for unnecessary work. It's sometimes essential to complete one repair to accurately identify and address another. We rely on our own diagnostic procedures and do not adopt diagnoses from other shops.
Initial Complaint
Date:05/22/2025
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 2014 jeep patriot from jd Byrider I need the dealership to send the lien holder title to the moundsville wv dmv so I can get my plates bc my jeep has been illegal for almost a month they said they sent it but wv has not received it I asked for tracking information and they couldnt provide it I have text emails and phone calls for over a month now of me trying to obtain the information for my plates so my jeep can be legal to drive in the state of wv you have ************************** you have 20 days to obtain and transfer plz help me I have all documents just too much to upload I can email if need too
Business Response
Date: 05/28/2025
We appreciate the opportunity to respond to complaint #******** filed by our customer Ms. ****** ******* regarding the vehicle title issue.
On February 24, 2025, Ms. ****** ******* purchased a 2014 Jeep Patriot from the Byrider location on ******** ** in **********, ***
First and foremost, we sincerely apologize for the delay and any inconvenience this matter has caused. We understand how important it is for our customers to receive prompt and accurate documentation, and we regret that this issue has not met the standards we aim to uphold.
Upon review, the Pennsylvania title associated with the customer's vehicle did contain a mileage discrepancy that required correction before it could be processed by the ************************************** (** BMV). As soon as the discrepancy was identified, we took the necessary steps to rectify the issue, which included obtaining the correct mileage information and submitting the updated documentation to the appropriate authorities.
We are pleased to report that the corrected title has been submitted and is currently being processed by the ** BMV for transfer into the customer's name. While this process can take some time due to state processing timelines, we are actively monitoring the status and will provide updates to the customer as they become available.
We apologize again for the delay and thank the customer for their patience and understanding. We are committed to resolving this matter to their full satisfaction and ensuring it is completed as swiftly as possible.
Initial Complaint
Date:05/03/2025
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.
JD by rider is breaching my contract they have been unable to fix my car Im financing they are coming up with every excuse to not get my car running under warranty its been 3 months now and Im not sure who to talk to WI lemon law is my options
Business Response
Date: 05/08/2025
In the case of Mr. ******* *******, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider. Mr. ******* is upset with mechanical issues.
Mr. Woulard purchased a 2011 ****** Camry on October 19, 2023 from franchise-owned Byrider location on *********** in *********, *********. The vehicle is covered by a 48 month, ****** mile limited warranty, whichever comes first.
On March 14, Mr. ********* vehicle was brought to our service department due to a no-start condition. Diagnosis revealed the necessity of an engine replacement, which was subsequently performed. Unfortunately, the replacement engine proved to be faulty. We contacted our supplier and secured another engine. Due to the uncommon nature of a Camry engine, this replacement is being sourced from out of state and is anticipated to arrive early to mid next week. Upon arrival, the repair will commence immediately.
We sincerely apologize for the delay in completing the requested repairs and actively monitoring the situation. We understand that this delay may be frustrating, and we deeply regret any inconvenience it has caused.
Initial Complaint
Date:04/26/2025
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 have not even had the vehicle 2 years and they put a motor in the first and now it needs a transmission in only a year and a half
Customer Answer
Date: 04/28/2025
Have you looked in to any other complaints posted towards Byrider of Greenwood last I looked there was several reports on the same lines of mine
Thank you
******* Fugate
Customer Answer
Date: 04/29/2025
I'm really sorry but I'm not going to deal with *** she is the epitome of used car salesman at an issue with her whenever they put the motor in it went from $1,400 to $400 in a matter of minutes so I would rather not deal with her that is all thank you
Business Response
Date: 05/01/2025
In the case of Mr. ******* ******, complaint number ********, we have investigated the matter with the full cooperation of the company-owned Byrider. Mr. ****** is upset with mechanical issues he is experiencing.
Mr. ****** purchased a 2012 Jeep Compass on September 23, 2023, from the Byrider location on US 31 in *********, Indiana. This vehicle is covered by a 30-month, 33,000-mile vehicle service contract, whichever comes first.
While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.
Our service records indicate that Mr. ******* vehicle has only been serviced once since purchase. On June 14, 2024, the vehicle was brought into the ********* location for an engine replacement which included a time chain, intake manifold gaskets and CV axles. Mr. ****** was out of warranty at that time and the total bill would have been $4,589.91. As a gesture of goodwill, Byrider covered $4,191.43 leaving Mr. ****** with an out of pocket expense of $398.38. At all times, Byrider has honored the service contract and made good faith efforts to resolve Mr. ******* mechanical issues.
Upon receipt of this complaint, Byrider attempted to reach Mr. ****** to discuss his service concerns as they were not made aware of any transmission issues. Mr. ****** has not returned our calls. ************* would like to schedule a service appointment to diagnose the vehicle, he can contact Best Extended at *************. Mr. ****** has already exceeded his vehicle service contract by mileage; therefore, we cannot cover any further cost on his vehicle. He will be responsible for any further repairs.
Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience and value Mr. ****** as a customer. We look forward to our continued relationship.
Initial Complaint
Date:04/24/2025
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 got a car thru this company after giving me the run around not even 4 days later my check engine light came on I took the car back to them and the told me that it need a new transmission. Witch indicates they cleared the codes on the car and sold it to me as is they are putting hard working people in ****** contracts for lemons they are selling lemon vehicles. My interaction with the CCAC SUPERVISOR ****** WAS TERRIBLE SHE SAID TO ME ON THE PHONE THIS MORNING AFTER I CALLED HER TO ADDRESS EXTRA PAYMENTS THAT WERE ADDED TO MY ACCOUNT SHE THEN TOLD ME IM NOT GOING TO KISS YOUR A** BECAUSE OF WHATS GOING WITH YOUR CAR I HAVENT EVEN HAD THE CAR FOR A 5 days and a check engine comes on, I then try to get refund return the car they then tell me all sales are finally it hasnt even been 30 days this company is a rip off and the people who work for it are very nasty and unprofessional. ESPECIALLY ****** I am hiring a civil attorney as well to see if I can file a law suite against them for not only cursing at me on the phone but also selling me a lemon. Im making payments on a car I got to drive for only 4 days because they decided to clear the codes on it and not fix the actually issue at hand the car witch is a 2015 dodge journey needs a whole new transmission and they knew this before they sold it to me they just thought the light wasnt going to pop on before 30 days.
Business Response
Date: 04/28/2025
In the case of Ms. ******* ********, complaint number ********, we have investigated this matter with the franchise-owned Byrider/CNAC. Ms. ******** is dissatisfied with the mechanical issues she has experienced with her vehicle immediately after purchase.

Ms. ******** purchased a 2015 Dodge Journey on April 11, 2025 from the franchise-owned Byrider/CNAC on *************************** in ***********, **. The purchase was secured by a Retail Installment Contract.

Every Byrider vehicle undergoes a rigorous inspection and reconditioning process to ensure its functionality and reliability before being offered for sale. This process is designed to provide our customers with confidence and peace of mind on the road. The *************** Contract further assures protection against unexpected repairs or breakdowns.

On April 17, 2025, Ms. ******** contacted our service department regarding a check engine light. She scheduled a service appointment for April 22, 2025. Upon further inspection, the vehicle was diagnosed with needing a transmission.

Byrider addressed Ms. ********* complaint by contacting her directly. An agreement was reached wherein Byrider would take the vehicle back in exchange for Ms. ******** signing a mutual release. Additionally, Byrider committed to refunding Ms. ******** the total amount she had paid, which was $1650. Ms. ******** consented to these terms.
Initial Complaint
Date:04/18/2025
Type:Service or Repair Issues
Status:
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.
Purchased the 2015 ***** Sonic on February 4th, 2025 it is now April 18th 2025 and my vehicle does not even run. I paid $500 and did my 3 or 4 differed payments. I just made a normal car payment yesterday on the 17th. This is unacceptable. My vehicle went into the service department on Feb 19th 2025 for two things!! I asked for the rotors to be replaced because of how rusted they are & the sensor because I took the vehicle to auto zone before purchasing so I could do a check engine test on it. Upon the time being in the service department there were multiple things wrong with my vehicle and "fixed" 2 months later and my vehicle does not even run? And I am being told to bring it in, things happen. NO This is an ongoing issue with this place. They do not offer loaners or anything to help a customer out, this place is money hungry with terrible service. I want my car payment reimbursed so I can pay to have my vehicle towed or fixed!!!!!!!!! When I purchased this vehicle I was told it was really only option, I do nothing but make my payments on time for this company but to feel like I am in a choke hold with a company is ridiculous and careless obviously if I could afford to go somewhere else I would but I can't at the moment. But for a company to provide service to people who actually need it you'd think they would have exceptional service as well as quality but they don't they just drain your pockets and tell you it's not their problem. I just want a running vehicle that works. I understand normal maintenance and issues but JDByrider has a very good habit of stating that something could always happen when that's ******** there's lemon laws for a reason, this company has a whole service department but doesn't know how to inspect vehicles and then blames customers for the s***** cars they sell and only decide to help us when we complain knowing we still have to keep the car through them or come back. This needs to be resolved.
Business Response
Date: 04/22/2025
In the case of ***** ******** complaint number ********* we have investigated this matter with the full cooperation of the franchise-owned Byrider.
Ms. ******* purchased a 2015 Chevrolet Sonic on February 2, 2025 from the franchise-owned Byrider on **************************************************. The vehicle is covered by a 24-month, ****** mile service contract, whichever occurs first. The terms of the vehicle service contract were reviewed both in writing and verbally at the time of closing. It was stressed that towing is not a covered item.
Ms. ******* bought a vehicle from us in 2022 and was dissatisfied with it. We then switched her to a different vehicle, which she traded in for her current Chevrolet Sonic two months ago.
Before making it available for sale, each Byrider vehicle undergoes an in-depth inspection and reconditioning process to ensure its functionality and reliability. Ms. ******** vehicle went through this process and passed inspection. However, after ***** miles the vehicle needed some repairs. Byrider covered all the items and waived the $50 deductible.
Upon receipt of this complaint, Byrider offered to release Ms. ******* from her financial obligation, but she declined. We are working to find a solution for Ms. ******** and she has a service appointment scheduled for April 24th.
Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience and value Ms. ******* as a customer. ********************** remains committed to working towards a resolution.
Initial Complaint
Date:04/08/2025
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 am writing in regards to Voluntarily Surrendering my car. It took a lot to come to this decision, but I have decided that this is the correct and only course of action I have left. In reviewing my entire contract from start to finish.. one major thing stood out to me and that is on one of the very first pages- the Credit Score Disclosure- where the company, Byrider, communicates that they Specialize in selling great cars to people who need credit, and want an affordable payment along with a better car care program. Well, none of these statements are actually true. They somehow specialize in upselling junk cars to vulnerable customers in dire situations. And in this upsell tactic, they provide unaffordable payment plans at unreasonable interest rates. I spent 3 years spending $500 a month on a car that was better at breaking down than it ever couldve been at driving. In the attached picture you will see that, in total, i would spend $30,000 on a car worth not even $2,000. Not a thing as advertised, promoted, or written in contract as. When I called to have this taken care of, the company chose to respond very unprofessionally and served more attitude than promise or solutions. Ive spent days researching this and everyone and anyone feels scammed and used by JD Byrider. Nowhere in the contract does it state this is not acceptable.
Business Response
Date: 04/09/2025
******* ******** purchased a 2012 Chevrolet Cruze on March 11, 2022 from our Byrider location in ***********, **. The purchase was secured by a retail installment contract. Ms. ******** purchased an optional 36 month/36 mile service contract.
Ms. ******** contacted CNAC to voluntarily surrender her vehicle on 4/8/2025. Once the vehicle has been repossessed, CNAC will send Ms. ******** all required documentation. The vehicle will be liquidated and the proceeds from the sale will be applied to the account. Ms. ******** will be notified of the sale and any remaining deficiency balance.
Customer Answer
Date: 04/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have paid the Principal Balance on the car, as shown on the contract. I will not be paying the interest on a loan for a car I will no longer have. I have paid the money you set out to get and more. Sell the car at auction. Sell the car to another poor soul. I will not be responsible for the loan any longer.
******* ********

Business Response
Date: 04/15/2025
We stand by our original response.
Customer Answer
Date: 04/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

And I stand by mine. The car has been gone for over a week now and is still showing in my account- I am
not delinquent in payments as I no longer have the vehicle . Please act like a business and take accountability. I will be moving forward in the ways I need to get this squared away.

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

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