Complaints

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

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  byrider

  12802 Hamilton Crossing Blvd Carmel, IN 46032-5424

  
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  byrider

  5055 South US highway 41 Terre Haute, IN 47802

  
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  byrider

  1061 Chester Blvd. Richmond, IN 47374

  
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  byrider

  506 E. McGalliard Rd. Muncie, IN 47303

  
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  byrider

  575 Sagamore Pkwy S Lafayette, IN 47905-4737

  

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:12/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a down payment of **** on a 2018 Kia ****** on November 26th being they couldnt get ahold of my landlord they verified our address through several letters and pieces of mail today dec 22nd I wake up to my car missing they give me an address of where is located do not tell me they repossed it inform my husband he needs to call cnac the loan company. They then inform us they decided to call the number provided for a management not landlord only name was given of landlord no number and decided after they took our money weeks of driving the car we falsified our documents took our car and said they will not negotiate anything to give our car back . Stole money from us will then want us to still make payments on a car they took and will not return. Im not seeing how that anyway legal to take someones money then weeks later take there car when there not even late on a payment.

  

  Business Response

  Date: 12/29/2023

  In the case of ***************************, Complaint Number ********, we have investigated this matter with the company-owned Byrider.  *************************** is disputing the repossession of her  vehicle and requesting her down payment money of $1,250.00 be refunded to her. 

  *************************** and ********************* purchased a 2018 Kia ***** on November 27, 2023 from the company-owned Byrider/**** on **************** in **********, ****. The purchase was secured by a Retail **********************************************owned Byrider and **** have documented policies and procedures surrounding the sales and underwriting process.  As with any new customer, ******************** and ************ completed an application process and asked a series of questions such as name, address, social security number, and residential and employment information. During the application verification process, it was discovered that ******************** and ************ do not reside, or have resided, at the address listed on their application. This falsification of application violated the terms of their Retail Contract.  Per policy, the company-owned Byrider and **** made the difficult decision to repossess the vehicle.

  Per **** standards, a vehicle use charge of $50.00 per day is deducted from any refund of down payment due to the customer. ******************** and ************ had use of the vehicle for 25 days prior to repossession; therefore, no refund will be issued. 

  We would like to consider this matter as resolved and would appreciate your agreement with this resolution.
  

  
  

• Initial Complaint

  Date:12/26/2023

  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.

  Co signed for a car for my son it was in the shop in the 1st week he had it it's in the shop AGAIN now he's been without this "reliable" vehicle more than he's been able to drive it. Paying 422$ a month and keeps breaking down I keep getting the runaround at this point he needs a different vehicle that's going to actually be RELIABLE as he's having to pay a 422$ car payment and paying for a ride back n forth to work. Absolutely ridiculous

  

  Business Response

  Date: 12/29/2023

  In the case of ********************, Complaint #********, we have investigated this matter with the company-owned Byrider. Ms. ***** is dissatisfied with mechanical issues she is experiencing.

  Ms. ***** purchased a 2013 Chevrolet Sonic on November 17, 2023 from the company-owned Byrider on Pioneer Parkway in ******, **. The vehicle is covered by a 30-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. Additionally, each Byrider vehicle goes through an extensive inspection and reconditioning process to ensure the vehicle is in good working order prior to placing it on the sales lot.

  Ms. ****** vehicle was recently repaired at a sublet shop. She brought it back with additional concerns. Byrider re-inspected and addressed the concerns at no cost. Ms. ****** vehicle was completed and picked up on December 28, 2023.

  We cannot adhere to Ms. ****** request for a new vehicle. Ms. ****** vehicle is covered by a 30-month, ****** mile service contract that will cover the cost of any eligible repairs, and Byrider will continue to stand behind the service agreement.

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

  
  

• Initial Complaint

  Date:12/20/2023

  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 a car 2 months ago the 1st week of having my car it cause problems. Drop it off was in there possession for a week. One week later had to take it back paid money and to get it fix they had it another week. My car has broken down again. This company has sold me a lemon and is still expecting me to pay to get fix as well as the car not and I have barely had my car.

  

  Business Response

  Date: 12/19/2023

  This is not a customer of our franchise location and therefor we do not have access to the account. Please forward the complaint to ****************************************** 

  

  Business Response

  Date: 12/21/2023

  In the case of ***********************************, Complaint #********, we have investigated this matter with the company-owned Byrider. ******************** is dissatisfied with the mechanical issues she is experiencing.

  ******************** purchased a 2016 *********************** on September 20, 2023 from the company-owned Byrider on *************** in **********, **. The vehicle is covered by a 30-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. Additionally, each Byrider vehicle goes through an extensive inspection and reconditioning process to ensure the vehicle is in good working order prior to placing it on the sales lot.

  ******************** dropped her vehicle off at our service department on December 19, 2023. Although this repair is not a covered service, Byrider replaced the alternator at no charge to ********************. We advised ******************** that her vehicle was test driven with no issues and is ready to be picked up.

  We cannot adhere to Ms. ********* request for a new vehicle. Ms. ********* vehicle is covered by a 30-month, ****** mile service contract that will cover the cost of any eligible repairs, and Byrider will continue to stand behind the service agreement.

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

  
  

• Initial Complaint

  Date:12/14/2023

  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 a 2012 **** fusion , i purchased my first car and have been ripped off. The car was double its worth , the payments are way to high . I had to use them due to lack of credit history. When i looked at the car the said the car was looked over and that everything was great. In 9 months time i have put **** into this car. The computer caught fire , i have replaces 4 coil pack, a rack and pinion , a ignition switch , and a fix a leaking gas tank . Nothing is covered by any warranties . Now the wrench is back on *** the car is in limp mode. I cannot continue to pay 400 a month and keep fixing this car.

  

  Business Response

  Date: 12/15/2023

  In the case of *********************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. ************** is upset with mechanical issues.

  ************** purchased a 2012 **** Fusion on February 13, 2023 from our Byrider location on State Street in *********, **. At the time of purchase, ************** declined our optional 30 month or ****** mile service agreement, 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. Additionally, each Byrider vehicle goes through an extensive inspection and reconditioning process to ensure the vehicle is in good working order prior to placing it on the sales lot.

  Our service records indicate ************** has not had his vehicle into our service department since he purchased it. Upon receipt of this complaint, Byrider made an attempt to contact ************** but was unsuccessful. We encourage ************** to contact our service department at ************ to schedule an appointment so we can assess the vehicle and determine the best course of action.

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues may have caused, but we cannot adhere to his request for a refund. **************** purchase was secured by a Retail Contract.
  

  
  

  Customer Answer

  Date: 12/18/2023

  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.]

  Hello, No we have not brought the car into JD byrider for service because we do. Ot have a warranty. With a car I paid double its worth and a 400 car payment I was not able to afford the warranty. With that being said there service **** reached out and said this is *********************** your having trouble with your car bring it up we will take a look. That was it. The car is not running and I am not paying for a toe and cannot be weeks without a car. I have used all the tows triple A allows in a  year 6 total for this car. The point it I was sold a car that is falling apart costing me alot of money monthly and in repairs. I have received the exact response to the 100s of other complaints people made for the exact same reason Sent from my iPhone except they changed the name and dates. They can have the car but they need to tow it as well as give me something to drive to work. Maybe while charging people outlandish amounts for old beat up cars they could include a warranty for nothing. I left a message with the service department today with no call back

  And let me add , we had the throttle Body replaces today thats what the scan said it needed 300 later , drove the car 12 miles and its broke down again. I have spent 280 in 2 days for towing . I cannot get to work . And there service guy  said get it to there garage and he will look at it ? I have spent every dime I have on this junk car like  2000 other people who they screwed over selling junk cars for high prices taking advantage of people with no credit or bad credit . I am just starting out  trying to do the right things and this car is literally financially draining me.

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

  
  

• Initial Complaint

  Date:12/12/2023

  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.

  I've been a CNAC customer for almost three years. I never been later than a week or half of monthly payment. I recently had a dental emergency in which I broke my 2 front teeth. With insurance, it cause about $1,000 to fit. I called **** to inform them of my situation and let them know I wouldn't be able to make this payment on time. I asked if I could deferre this payment, they said since my payment is coming up on Friday (it's Tuesday) I wasn't eligible. **** says on time payments and open communication is the best way to succeed in there program. I've been keeping up with my payments, and when a medical emergency comes in, it's like they don't care.I'd like some way to deferre my payment without getting to far behind. I'm not even 30 days pass due on my account, I asked for help and thier system is forcing me to get even farther past due, I suspect so they can report it on my credit report. And I was literally told to just want! It makes no sense if I'm asking for help NOW.

  

  Business Response

  Date: 12/14/2023

  In the case of ***********************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned ****. ******************** is upset with the handling of his account.

  ******************** purchased a 2011 **** Edge on March 22, 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.  

  Upon receipt of this complaint, **** reached out to ******************** to assist with his account. ******************** agreed to make a payment on December 22, 2023 and **** will enroll him into our Fresh Start program.

  At ****, 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: 12/14/2023

  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:12/05/2023

  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 bought a vehicle from Byider under a contract loan for ********* To find out 3 days later it had been wrecked on front right side and the Transmision is slipping and possible frame issues. I have had it in there shop for 6 days now with no resolution. There is a Lemon law that states they should repair the problems in good faith.

  

  Business Response

  Date: 12/07/2023

  In the case of *************************, Complaint Number: ********, we have investigated this matter with the company-owned Byrider. ************** claims the vehicle was wrecked and could possibly have frame damage and transmission issues.
  

  ************** purchased a 2014 **** Fusion on November 16, 2023 from the company-owned Byrider on *************** in ****, ****. The vehicle is covered by a 30 month, ****** mile service contract, whichever occurs first. 
  

  ************** was provided with an Autocheck summary report at the time of closing. This report indicates the vehicle has a clean, non-salvaged title and does not indicate that there was any damage to the vehicle. Byrider has no knowledge of previous accidents involving the vehicle.   
  

  ************** brought the vehicle in on December 1, 2023 for inspection.  Byrider looked over the frame and saw no damage.  A wheel alignment was completed to address the customer's concern of the vehicle pulling. Two separate technicians test drove the vehicle and found no issues.  ************** mentioned the mud flap/fender was broken.  Byrider is replacing this as well.  As a gesture of goodwill, all repairs will be covered and ************** will incur no out of pocket expenses. Ms. ****** vehicle should be ready for pickup tomorrow December 8, 2023.
  

  
  

• Initial Complaint

  Date:11/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I really want out of this contract because I really do not like or trust them but they lie and are corrupt and do not care about the consumer ********** that they do not deserve because customer service is terrible they know they are working with people desprate to get the credit score up so you get mistreated,i have been with this company for about seven year pay history almost perfect they do very bad low down buisness and i need help with them

  

  Business Response

  Date: 11/16/2023

  In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the independently owned Byrider. ****************** is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  
  ************************* purchased a 2015 ********** Passat on June 20, 2022 from the independently owned Byrider location on ******************* in ******** ********* .  
  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.
  Byrider strives to achieve the satisfaction of every customer. We apologize for the time to diagnose ******************** vehicle problems and to schedule repairs.  
  We are sorry for  any inconvenience the issues have caused, and we value ****************** as a customer. We cannot adhere to ******************** request to release her from her contractual obligations. We look forward to our continued relationship.
  
  

• Initial Complaint

  Date:11/13/2023

  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.

  In September of 2021 I bought a car from JD byrider that was not street legal. This has been an ongoing issue with this business for the last 2 years. When I first bought the car the headlights did not work. It wasnt until February of 2023 that they figured out what was wrong with the headlights. The night that I bought the car I went to ******* to buy some things, I came out to the car and the lights would not turn on. I went back into ******* and bought the things to try and see if I could fix it myself, change the bulbs. Nothing worked. I called the service department and left a voicemail. They called back and asked me to bring it in that same week so I did. I am a very busy healthcare worker and have been for 7 years. I do not have the time to sit in a shop for a car I just bought. The first time I went I sat there for 3 hours and they said they did not figure it out and if I wanted to know what was wrong with it I could bring it back for ANOTHER 3 hours. The clutch went out a few months later and I took it in to have it replaced. I asked them to look at the lights STILL couldnt figure it out after having my car for a WEEK. This whole time Ive been driving this car with no headlights because I need to go to work to be able to pay for the car to go to work. Back in February my engine goes out. I was out of town for a funeral while my car was being worked on, they found out the fuse box was broken and that it would be 500 dollars to fix. I do not think that it is right to pay for damage I did not make when it was SOLD to me like that. Not street legal. Also a fuse box being blown is not normal wear and tear therefore it would be covered by the warranty I paid extra to have on my car because this company is known to sell cars that are not reliable.

  

  Business Response

  Date: 11/20/2023

  In the case of ***********************************, Complaint #********, we have investigated this matter with the company-owned Byrider. ********************** is dissatisfied with the mechanical issues she has experienced with her vehicle.

  ********************** purchased a 2010 ***** 3 on September 17, 2021 from the company owned Byrider on ***********. in ********, **. The vehicle is covered by a 48 month, ****** mile service contract, whichever occurs first. Ms. ********** vehicle has been in for service four times since purchasing the vehicle in 2021.
  

  On September 28, 2021 ********************** brought her vehicle into service for her headlights not working properly. The technician repaired exposed wires but was unable to diagnose the issue prior to ********************** needing her vehicle back. The technician was able to run a jumper wire to enable the low beams with the understanding it was temporary and ********************** would be making a follow up service appointment. In December 2021 ********************** made a service appointment to re-secure the toggle for her low beams to work. She was informed they needed more time to diagnose and repair the issue. ********************** stated she would schedule an appointment at a later time when her schedule allowed it.
  

  On March 4, 2022 Ms. ********** vehicle was towed into service due to clutch issues. The clutch, front lower ball joints and the upstream oxygen sensor were replaced. ********************** paid $916.34 and picked up her vehicle on March 14, 2022. ********************** called into the service department on July 22, 2022 stating the lights were not working again. She was advised that it was a temporary fix and the vehicle needed to be diagnosed further to figure out what was causing the light issue. ********************** stated she was going to figure out her schedule and call back to make an appointment. On February 20, 2023 ********************** made a service appointment because her vehicle had been making a rattling noise for a few days and while she was driving the battery light came on and the vehicle shut off. The vehicle was diagnosed as needing an engine. During this diagnosis it was also determined that the hood fuse box as well as the headlight switch needed to be replaced. ********************** approved the engine repair but declined the headlight repair. On July 17, 2023 ********************** had a service appointment for a rattling noise presumably coming from the exhaust but was unable to make it. No follow-up appointments were set.
  

  Since receiving this complaint the General Manager has reached out to ********************** to discuss her concerns and to set a service appointment for her headlight issue. As a gesture of goodwill, Byrider will waive the diagnostic fee. Byrider has and will continue to honor Ms. ********** *************** Contract. 
  

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

  
  

  Customer Answer

  Date: 11/21/2023

  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. 
  This complaint has nothing to do with any of the other repairs that I NEEDED for the car to run. I paid for those and those are done and over with. I paid 900 for the clutch and 200 for the engine. Then I was asked to pay 500 to fix the lights. When I already pay for the car as well as everything else I have to pay on it. Not to mention the down payment I put on the car. I have had the car for 2 years and a few months and have put **** dollars in repairs to the car in 2 years. Thats not normal. I cannot spend another 500 on the car AGAIN. If the car cannot be fixed for free (because the problem should have been fixed before you put it out on the lot) or I would like to be put into a different car that is street legal. 
  
  Regards,
  
  *******************************
  

  

  Business Response

  Date: 11/21/2023

  Ms. ********** vehicle is in our service department having the relay for the headlights and the tag light assemblies replaced. As a gesture of goodwill Byrider is covering the entire cost of the repairs.

  Customer Answer

  Date: 11/22/2023

  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:11/08/2023

  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.

  Enclosed to include: **** Fusion 2010 Contract and Security Agreement with Warranty Information. Repair receipts verifying cost incurred and paid, Due to vehicle Breakdowns dated: May 26,2023 June 24,2023 July 19,2023 Vehicle has also needed (3) AAA tows due to breakdowns which made the vehicle not drivable.Costly repairs were done on dates listed above with additional repairs done on September 12,2023, September 13,2023 and September 14,2023. Car is still in need of brake replacement which makes the vehicle unsafe to drive. Enclosed are repair receipts dated September 14,2023. As the resolution to this matter, I would like full reimbursement of all out of pocket repairs completed and paid for In addition to the down payment for the vehicle. Ive had issues with the vehicle since the day of purchase

  

  Business Response

  Date: 11/16/2023

  In the case of ***************************, Complaint Number: *******, we have investigated this matter with the full cooperation of the company-owned Byrider.  ************ is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  
  ************ purchased a 2010 **** Fusion on March 3, 2022 from the company-owned Byrider location on ************************** in ******, **.  The vehicle is covered by a 36-month, ****** mile service contract, whichever occurs first.  
  While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.
  ************** vehicle was towed to the service department on 6/26/23 with no scheduled appointment. We were to look at a fluid leak in the front of the vehicle and a shaking issue while driving. The vehicle was test driven, but we were unable to duplicate a shake at any speed. The technician did find a leak coming from the rear main seal. The Byrider ************** works by appointment and  ************ was informed that there were a few people in front of her that had appointments, and we would work the vehicle in as quickly as possible. The vehicle was repaired and returned to *********** on 7/7/23. ************ paid a warranty deductible of $53.75 
  On 8/4/23, ************ emailed a copy of a rental receipt from Enterprise. Per her service contract, ************ is *********** a reimbursement rate of up to $25.95 per every 8 hours of labor time required to complete a covered repair. The limit is not to exceed $25.95 per day for more than 5 days. Book time of 7.9 hours was billed for the rear main seal replacement, which would have qualified ************ to a reimbursement check totaling $25.95. As a courtesy, we reimbursed ************ for the 8 business days we were in possession of her vehicle.  The refund check issued to ************ totaled $207.60.
  On 9/8/23 ************ had the vehicle dropped without an appointment for us to look at an overheating issue, and a coolant leak. The technician found the thermostat leaking. The technician also noted that the alternator light was flashing. Found burned section in alternator harness, and alternator failed testing. Alternators and wiring harnesses are not covered by the extended warranty, but thermostats are. ************ was provided an estimate of $635.88 which included her deductible amount. ************ declined repairs, and reached out to **** to determine what her options were. ************ also called and spoke with the ** after service closed to file a complaint about her vehicle. We advised ************ that the Service Manager would call her when service reopened on Monday morning to see if assistance could be offered on repair costs. 
  On 9/11/23, ************ spoke with the Service Manager who offered her a split on the cost of her repairs. Ms. ***** was unhappy with the offer and was seeking a fully covered repair. At the end of the phone call, a resolution was not reached. 
  On 9/14/23, the service department received confirmation from ************ that she was going to move forward with the alternator/harness repair at the split price she was quoted. Repairs were completed, and the vehicle was test driven 9 miles. ************ picked up her vehicle that day, paying a total of $423.08 out of pocket. This amount included her warranty deductible. ************ called in after driving off the lot and stated the alternator light was on. We asked ************ to turn around and let us look at the vehicle, but ************ stated she had to get back to work and would call back. 
  ************ sent an email with images of the dash showing a light on, and a picture of wet concrete that ************ believed was oil. ************ had the vehicle towed to us of her own choosing, as the vehicle was drivable. Vehicle arrived, and inspection showed no oil leak. The technician did see a coolant drip coming from the factory 'block off' hose. The technician replaced the hose with a plug and pressure tested the vehicle, finding no issues (this drip was not related to any previous work was completed). The technician also found a break in the wire in the lower portion of the harness.  The break was not in the portion that had been replaced, but further down. The technician repaired the line and checked the rest of the wiring in that area. There was no charge to ************ for this visit. 
  Byrider strives to achieve the satisfaction of every ************, but we are unable to honor the request to place ************ in another vehicle. Byrider has and will continue to stand behind the service agreement.  There have been around ****** miles put on the vehicle since it was purchased in March 2022.  ************ has paid $523.26 out of pocket and the service agreement has covered the rest.  ************ was also reimbursed for 8 days of a rental vehicle for an 8 hour repair.   We apologize for any inconvenience the issues have caused, and we value ************ as a ************.   We look forward to our continued relationship.
  

  Customer Answer

  Date: 11/17/2023

  I dont  any vehicle from them I just want my down payment back. Ive paid way above the value of the car. I worked hard to keep the vehicle until my housing was in jeopardy which I explained to the company. 

  Customer Answer

  Date: 11/17/2023

  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. 
  
  The response is a summary of the most recent issues with the vehicle Ive had not to mention day one I complained about the vehicle shaking once 40mph was reached and continuously ignored as well as the power steering assist failure which nearly caused an accident in 2022 the weekend after I removed the car from the lot. I dont want the vehicle I just want the money that I overpaid for it. Every dealer shop I have went to stated that its not even work anything more than $2500. To response received is also the same as the one received after the Ohio attorney general office tried to mediate. How do you appreciate a ************* as a Ms ******* What is that supposed to mean. You need to proofread next time you send some generic response. Once again I dont want a vehicle from you at all. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:11/01/2023

  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.

  Entered by BBB Staff - lj Consumer purchased her vehicle approximately eleven months ago. 2013 Chevrolet Equinox. Upon purchasing the vehicle they repaired the brakes. They did not complete the tune up. The car was shaking. When they were fixing the brakes they did not know why the car was jerking. They could not locate the problem. Items were stolen out of her vehicle by the mechanic. Consumer notified the manager. Nothing was done. Vehicle took two weeks to be fixed. She was without a vehicle the first month she got the car. The financial institute **** was not providing payment to the credit bureau. The price of the car was not going down. Company is rude. Her car has broken down a second time. The key gets stuck in the ignition. The transmission broke. She was out of work for two weeks. Consumer was told they could not get her car in for month. She had another company fix the car. Total cost approximately $560 to $600. Consumer was late on her car payment. The car was repossessed. She has the car back.

  

  Business Response

  Date: 11/06/2023

  In the case of **************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider.  ************** is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  
  ************** purchased a 2013 Chevrolet Equinox on October 14, 2022 from the company-owned Byrider location on Broad Street, ********, **.  The vehicle is covered by a 36-month, ****** mile service contract, whichever occurs first.  
  While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.
  In November 2022, ************** brought the vehicle in because she was hearing a crunching sound when she would press on the brakes.  She also stated that when the vehicle came to a stop it would shake and jerk.  The technician diagnosed the problems and replaced the master cylinder and the intake manifold.  We attempted to put ************** in a rental but she did not have a credit card, which is a requirement from the rental company.  Byrider did pay for all of her Uber rides during the repair timeframe and once the repairs were completed there was no out of pocket cost for the work that was performed due to the service agreement.   
   The account notes do indicate that there were issues with ************** paydates so **** changed the due dates on 3 different occasions to make sure they were set up correctly for her to be successful.  ************** defaulted on her retail agreement and **** made the difficult decision to repossess the vehicle on April 4, 2023.  ************** stated she was having some financial issues and was attempting to get a 2nd job to get back on track.  On April 7th, ************** paid $442.90 and was able to reclaim the vehicle on April 10th. 
   In July the account went past due and a notice of intent to repossess was sent out.  ************** called in stating she had a death in the family and arrangements were made to make a payment of $362.80 on 7/16, ************* was enrolled in a fresh start program which allows the customer to pay part of the past due amount and **** would defer the remaining delinquent payment.  The payment was made by July 28th and the account was brought current with the fresh start at that time. 
  ************* defaulted again in September of 2023.  On September 28th, a notice of intent to repossess was sent out to ***************  On September 30th, she called in stating that something big came up and she needed a few days to get 1 payment made. **** attempted to work with ************** and arrangements were made for a payment of $221.45 to be made on 10/4 but that arrangement was not kept.  There were several other attempts to set payment  arrangements   but those also were not kept. ************** currently has a payment  arrangement in place for $264.00 to be paid on 11/15/23.  
  **** investigated the claim that the account was inaccurately reporting to the credit reporting agencies. The tradelines were reviewed and are accurate as reported.
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value ************** as a customer.  ********************** is unable to honor her request to return the vehicle and cancel the contract.  If there were repairs completed by another company, Byrider will need to see the documentation to see if any of the repairs would be covered by the service agreement.  
  

  Customer Answer

  Date: 11/07/2023

  i am not satisfied with this complaint and it seems **** does not tell the truth. 

  Customer Answer

  Date: 11/07/2023

  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.]
  
  Regards,
  
  ***********************