Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
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

Find a Location

byrider has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.
    • byrider

      12802 Hamilton Crossing Blvd Carmel, IN 46032-5424

      BBB accredited business seal
    • byrider

      575 Sagamore Pkwy S Lafayette, IN 47905-4737

      BBB accredited business seal
    • byrider

      1186 E. Markland Avenue Kokomo, IN 46901

      BBB accredited business seal
    • byrider

      2645 N. National Rd Columbus, IN 47201

      BBB accredited business seal
    • byrider

      311 S. Scatterfield Rd. Anderson, IN 46016

      BBB accredited business seal

    Customer Complaints Summary

    • 234 total complaints in the last 3 years.
    • 54 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/11/2023

      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.
      They knew that I wasn't going get paid until Wednesday and on October 20th but instead they are threatening me to take my car and didn't give me a chance to pay the total is about 450. They locked my online account and I can't make payment. This happened today about 130 this afternoon.

      Business Response

      Date: 10/17/2023

      In the case of *******************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned ****.   ********** is dissatisfied by the servicing of her account.  

      Ms. ********; purchased a 2009 ****** Camry on April 13, 2021  from our Byrider location on ************** in *******, *****. ************ purchase is secured by a retail contract. The terms of her contract, including her promise to pay, finance charge, payment amount and payment cycle were disclosed both verbally and in writing prior to and during the closing. ************ retail contract does not have a payment grace ******* ********** must also carry full coverage collateral insurance per her retail agreement. As a courtesy, **** will accept payment arrangements for hardships encountered. These arrangements must be approved by ****.   
      **** attempted to make acceptable payment arrangements with **********. Unfortunately, ********** did not keep payment arrangements that she committed to and stopped meaningful communication with ****.  With collateral uninsured, and no clear plan to cure the delinquency, **** made the difficult decision to repossess the vehicle. 
      ********** has the ability to pay over the phone, in person at the location or via money gram. The location has discontinued the option of paying online as of October 4, 2023..

      While we sympathize with ************** situation, she did default on her retail agreement. 

    • Initial Complaint

      Date:10/09/2023

      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.
      oh September 14 I went to Byrider to buy vehicle I traded in my **** ***** trailblazer for $3000 and I gave $750 cash down as a deposit three days later to check engine light came on the vehicle they asked me to bring the car back to them theyll fix it just give them a chance to fix it. It was the first red flag that I experienced so I didnt give them a chance to fix it and I also gave them a list of things that Ive been experiencing since I had a vehicle so they had to order the parts. The parts came in. I was out of vehicle for two days. She told me to bring the car back sometime that week to get a hub bearing and I brought it back as well over the weekend. The car decided to start making a funny noise so Ive decided to park the car call the dealership let them know whats going on. They told me to bring it in so they can order more parts for the vehicle now is to the point where I no longer want a vehicle at all because its become a financial burden and Im not happy with the purchase. I do understand give them a chance to fix the specimen, but theyre telling me if I return the vehicle I cant get my money back for my down payment or I dont get my truck back either so I feel like Im just being completely bamboozled and I need help

      Business Response

      Date: 10/13/2023

      In the case of *********************************, Complaint Number: *********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  ******************** is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  
      ******************** purchased a 2015 Chrysler 200 on September 14, 2023, Year from the franchise-owned Byrider location on WI-164 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.
      ******************** first brought her vehicle in for a check engine light on October 2, 2023. The vehicle needed to have the Multi Flow Actuator replaced which also requires a specialty tool to complete. We contacted ******************** to inform her of the finding and let her know we expected to have the vehicle completed by the end of day on October 3, 2023, during this call ******************** also expressed that she was hearing a whooping noise coming from the front end. We spoke again on October 3rd at the end of the day and we informed her we were able to duplicate the sound and the vehicle would need to have the front left wheel bearing replaced. We offered to complete the work the following day or set an appointment for a time that works for her schedule. ******************** opted to bring her vehicle back on October 6th.
      On October 5th ******************** contacted us again regarding the drive belt. She stated that she had noticed cracking and would like it replaced. She brought the vehicle back in on October 6th and the wheel bearing and drive belt were both repaired at no out of pocket cost to ********************. At that time she left satisfied with her repairs.
      On October 9th she contacted us again regarding a noise in her front end. She called back later on to inform us she had picked up a nail in her tire and she was going to have it patched. She called back again later to inform us she was missing three lug nuts. At the time of her prior service all lug nuts were on the vehicle. We suggested she purchase locking lugnuts to prevent further loss. We also offered to take a look at Ms. ********* vehicle to ensure no further damage was caused by the missing lugnuts which ******************** declined, opting to have Autozone replace the lugnuts. 
      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:10/04/2023

      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 had began financing a 2015 ***** cruze LT from Byrider of *************** on 09/29/2023. Since then I have made every single payment on time with no hassle. But also in that timeframe I have had to send the car back to the dealership to be fixed on 8 separate occasions. Sometimes for the same issue that they had fixed prior to the current issues. That being said I have had to pay out of pocket 3 times to have the vehicle towed to their shop and used up all of my covered tires on my insurance. On top of all this I have spent a fortune on paying for rental cars and Ubers to get back and forth from my job because my car has been in their shop almost every month for close to a year. Now it is currently in the shop at the byrider dealership since 09/25/2023 and it is now 10/04/2023. They've barely communicated with me and when I asked for an update today I was informed that now because of the ** strike parts are delayed. After being told on 10/02/23 that the *** for my car being finished would be the evening of 10/03/23. I've been very understanding with this company and I'm sick of shoveling out a bunch of money that I shouldn't be for the repairs and all the other expenses while my car is sitting at the shop. At this point I really just want a different similar car or a loaner at least.

      Business Response

      Date: 10/11/2023

      In the case of *********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  ************** is aggrieved by the mechanical difficulties he is experiencing with the vehicle.  
      ************** purchased a 2015 Chevrolet Cruze on September 20, 2022 from the franchise-owned Byrider location on US-41 in ***********, Indiana.  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.
      Most recently ************** was in due to a water pump bolt having broken off in the head, which was different from the previous service visits. This would not have been found until the water pump would need to be replaced.
      ************** has expressed concerns multiple times regarding service issues. Our General Manager, ********, has tried to reach out to him several times directly herself. ************** has not returned any calls. We would like to help resolve his issues and feel the best way to do this would be speaking with him directly. If ************** could contact ******** directly at ************ we would be happy to try and find a solution that works best for everyone.
      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:10/03/2023

      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 2012 ***************** from Byrider in ********** around 09/10/2022 which is now closed down. In the first 4 months of owning the car I explained to Byrider that the car radio was not touchable and that the wiring in the touch system was causing the settings in the car to behave erratically. I called and nobody called me back to schedule to fix it. I then called shortly after because the air **nditioning wouldn't stay **ld and left a message to be fixed and nobody called me back. 2 months later the grinding on the drivers side of the tires it took 4 months of this car grinding for them to call me back after making a **mplaint multiple times about it making the sound. Now around November of **************************************************************** the car on the express way. The car literally shut off. Then it did it again in the middle of the street after dropping boyfriend off at work. 3 months in the cars struts failed.5 months in the **** Trac Light and Brake system is fried in the car. I called byrider because at this point everything was starting to go wrong in the car. literally everything. I reached out I asked for my money back invested in the car. I asked for them to replace the car because this was not my problem and I didn't appreciate being lied to about the **ndition of the car before I received it. On easter not even a full year in 2023 the Alternator fails in the car. I asked again for a replacement car or **uld I return it they said no I **uldnt and to take it to **urt if I had an issue. This is sick then FINALLY this car was listed on the lot for 13k interest rates at a 21% I drove off the lot 20 thousand dollars in debt for a car thats only worth 4k - 5k **** now I am about a year in with this car and its parked out back because while driving it again for the third time it shut off and because the alternator is **mpletely fried and something is going wrong with the engine and im expected to pay deductibles. This is a predatory **

      Business Response

      Date: 10/10/2023

      In the case of Myahna ******* *******, Complaint Number:20688774, 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 2012 **** Edge on August 19, 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.
      The vehicle came in on August 3, 2023 with complaints of a vibration.  The technician diagnosed the vehicle and found that the upper transmission mount was broken, the right front axle boot was leaking, the right front outer tie rod end was loose and the left lower ball joint was also loose.  All of these items were repaired and a front end alignment was completed as well.  The work was covered under the service contract and ****************** ******* paid $50 out of pocket for the deductible.  
      On October 3rd, ****************** ******* called in with complaints of the alternator being bad along with the struts and the *** system.  She stated she knew all of these items were not covered by the service contract but that she didnt have the money for the repairs.  On October 5th, the regional manager ******* reached out and spoke to the customer.  Arrangements have been made for Byrider to have the vehicle towed to a local shop to diagnose the problems.  Byrider is going to cover the cost of the tow and the diagnostic fee.  As soon as the breakdown of issues is received Byrider will contact ****************** ******* to advise what issues are covered and what issues she would be responsible for.
      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:10/02/2023

      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 leased a car from Byrider dealership which the transmission stopped working on before the car was paid off. Byrider said they couldnt sell me a warranty to cover cost of transmission repair. So the car is no longer working, the last few months of the lease the car was repossessed due to me not being able to make payments on the car, while the car was in the possession of the impound lot (hired by ****) my key was misplaced, the front wheel alignment is messed up, and my tire and rim were stolen. No one at byrider can tell me how any of this happened nor will they replace any items missing or damaged. And now 7 months later I still dont have my title after being paid off for that amount of time. They refuse to give me my title and no one will do anything about the damages to my car and also the key that was lost. I am owed something.

      Business Response

      Date: 10/09/2023

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

      ************** purchased a 2011 ****** Murano on December 29, 2017 from our Byrider location on ****************. in **********, **.

      Upon receipt of this complaint, **** verified through the auction's photos at the time the vehicle was picked up that the front end damage was already present and the rear driver side tire was the regular tire, not the spare.

      Per our title department, Ms. ****** title was processed in her name once the account was paid off. The *********** mailed the processed title directly to **************. ************** will need to contact the state directly to request a duplicate as **** has no security interest in the vehicle anymore.

      At ****, we strive to achieve the highest level of satisfaction with every customer.  We apologize for any inconvenience and value ************** as a customer.


    • Initial Complaint

      Date:09/26/2023

      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.
      I purchased a 2014 *********** from this location in January and it has had non stop issues I will give a timeline of events car was purchased on 1/31 just a few days later the car started shaking bad and the stabilitrak came on so it was dropped off 2/9. There was a leaking valve cover. 5/22 had it in for service cause check engine light was on secondary air pump was bad and the ac was not functioning it was blowing hot air. This was a i ongoing issue I paid ****** and picked up my keys on 5/26 I was informed the day before by voicemail that the service had been completed and it was ready for pickup but when I started to pull off the lot the check engine light was on so I went back in and the service manager stated that they might have forgot to install the part which was completely unacceptable. So they i wait while they install the part. Fast forward to 6/28 Im back with the same issue my check engine light is back on and its the secondary air pump again but also this time the starter went out in the vehicle. So it was sitting dead in their car lot cause it wouldnt function. Fast forward to 8/23 once again car wont start this time its the a broken wiring harness. Now we are to today my check engine light is back on and this time the catalytic converter has completely gone out. I purchased a service warranty when I got this vehicle and it has covered very minimal. Each time I take the vehicle to them its only a short time until it breaks down again. I make my payments honorably every two weeks but even outside people when I explain this situation state that this vehicle is a lemon. I understand that it has over a ******* miles but in no way should it be presenting this many issues and thats why Im seeking either a replacement vehicle or cancellation of this **** loan.

      Business Response

      Date: 09/29/2023

      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 he is experiencing with the vehicle.  


      ****************** purchased a 2014 Chevrolet Cruze on January 31, 2023 from the company-owned Byrider location on Broad Street 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.


      Upon receipt of this complaint, Byrider contacted ****************** and, in good faith, offered to split the cost of the repair. He would, however, have to bring the vehicle into our service department to get a diagnosis before we can give him the dollar amount we would split. ****************** said he would schedule the appointment when he was ready. He can call our service department at ************ to set up an appointment.


      Byrider strives to achieve the satisfaction of every customer. ********************** will continue to stand behind the *************** Contract. We apologize for any inconvenience the mechanical issues have caused, and we value ****************** as a customer. We look forward to our continued relationship.

      Customer Answer

      Date: 09/29/2023

      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 issues with the vehicle go beyond routine maintenance as I stated in the first message this vehicle has had ongoing issues when something is fixed something else  goes wrong. Also I never agreed to setting a service appointment when I called back and spoke with the general manager I stated that I was highly dissatisfied and that I dont agree to splitting costs to having this repaired not when I paid ***** for a service warranty and not when I have already paid over a ***** dollars out of pocket for repairs since I have had it. The only resolution is to another vehicle I feel throughly ripped off having to pay twice a month for a vehicle this isnt reliable and breaks down every few weeks or months. To give context this vehicle was just last serviced by them in august so it couldnt even make it a full month without the check engine light coming back on and something else being wrong. This car is a lemon and I refuse to pay for any more services to have it fixed. This loan can be canceled or Im placed into a functional vehicle or this can be taken to court. All the notes clearly indicate that this is a problematic vehicle.

      Regards,

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

      Business Response

      Date: 10/04/2023

      We stand by our original response. We will honor our *************** Contract, but the vehicle needs to be evaluated.  ****************** should call, at his convenience, our service department at ************ to set up an appointment.

      Customer Answer

      Date: 10/04/2023

      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. 

      as I stated in the previous message I refuse to continue to pay service for a vehicle that i purchased a ***** service warranty for. So next steps appear to be through legal means this is clearly a scam. You sell a vehicle that is problematic with a service warranty and you expect someone not only to make payments on the vehicle but to pay for service this is insane. This vehicle has not gone 3 straight months without issues. This matter will now be submitted to The **** Attorney Generals Office 

      Regards,

      *****************************
    • Initial Complaint

      Date:09/21/2023

      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 applied for a vehicle loan in July/2023 and was told because of my length of employment being under 4 months my application was not approved. I came in September/2023 when I reached 5 months of employment with the same job but was denied again because of me being a school bus driver my income isn't steady so I brought a co applicant with steady income but we still were denied again because of a past charge off. I feel like it was discrimination and false advertisement with JD byrider and this needs to be looked into. Also your employee ***** at the ****** location was very rude when I asked him to explain after we sat for 3 hours waiting.

      Customer Answer

      Date: 09/20/2023

      Your store associate ***** also discussed my fiance *********************, and also my personal credit information in the open while standing in the waiting area for other customers to hear. This was definitely a privacy violation and should be looked into as well because I contacted my lawyer.

      Business Response

      Date: 09/20/2023

      This is not a customer of our **** franchise location. Please forward this complaint to *******************************************

      Customer Answer

      Date: 09/20/2023

      1613 W Pioneer Pkwy

      **************** 61615

      Business Response

      Date: 09/22/2023

      In the case of *****************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider.  **************** is aggrieved because we were unable to extend an offer for financing. 
      **************** applied for financing on July 14, 2023 at the company-owned location on W Pioneer Parkway 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 *****************
      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:09/19/2023

      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.
      My car has been paid in full and never received a letter stating that it was paid in full so that I can get my title.

      Business Response

      Date: 09/21/2023

      This is not the correct Byrider / **** location.  We are located in *****, ********, ****, and *********** and you have never had a car financed with us.  Please contact the correct Byrider location by calling ************** and asking them to put you in contact with the right location.  

      Business Response

      Date: 09/27/2023

      This complaint link has been closed. Please transfer this complaint to the Indiana BBB so that we can respond appropriately.

      Thank you

      Business Response

      Date: 09/28/2023

      In the case of ********************************* Complaint Number: *******, we have investigated this matter with the full cooperation of the company-owned ****.  ****************** is dissatisfied because she has not received the title for her paid off vehicle yet. 

      ****************** purchased a 2015 Chrysler 200 on June 18, 2018 from the company-owned Byrider on ************* in Indianapolis, Indiana. ****************** paid off her vehicle on August 3, 2023. Typically our turnaround time for a paid off title is **** days. On August 17, 2023 the title was mailed to ******************, but was returned as undeliverable on September 20, 2023.

      After receiving this complaint our document control department reached out to ****************** to verify her address and to email her a copy of the lien release originally sent to her on September 18, 2023. The title was sent out to ****************** again on September 22, 2023 via ***** (tracking number: ************) and was delivered on Tuesday September 26, 2023.

    • Initial Complaint

      Date:09/18/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We we had everything replaced in this car. We done had a transmission replaced we also had the top of the motor replaced along with the sensor knocker we also had a transmission replaced. We didn't had over five or six tune-*** on this car. Just to find out now they say we need another motor. This would be the second motor they put in if they do this we didn't ask them to put us in a running vehicle. They refuse to. We just now making a year and a half close to 2 years owner of the vehicle. We didn't have all sorts of things down to this car transmission sensors knockers motors you name it we done it we didn't ask them to give us a reliable vehicle and we'll continue without payments that refuse to do that they say we have to start over and refinance another vehicle I don't understand why. At this point my wife and I are frustrated and we want out of the deal. They say we had a four-year relationship I don't see that happening. Not with the way this vehicle has been causing us more problems than anything they had the vehicle more than we have. At this point we just went out the deal refund us replace the vehicle or close the deal I completely no harm no foul but we're done we're fed up we done made all of our payments we kept up with all of the maintenance we did everything that Byrider and **** requested and we still having problem with the vehicle we have a family of six ranging from a nine month old up to a 19 year old and we can't afford to keep going through this. We would like to have this situation solved immediately.

      Business Response

      Date: 09/21/2023

      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 2015 Dodge Journey on September 11, 2021 from the company-owned Byrider location on **************** in Indianapolis, IN. The vehicle is covered by a 48-month, ****** mile service contract, whichever occurs first. **************** put ****** miles on her vehicle since purchase.  


      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.


      **************** is out of her *************** Contract by miles and would be responsible for paying for the repairs. Byrider is still willing to work with her, but she needs to provide us with oil change receipts to show she has been keeping up with routine maintenance. She can call our service department at ************ to make arrangements.


      The company-owned Byrider apologizes for any inconvenience the repairs may have caused ****************, but we cannot adhere to her request to be released from her contractual obligations. Byrider has acted in good faith to resolve ****************** mechanical vehicle issues. The costs of all eligible repairs were covered under the vehicle service contract, and as a gesture of goodwill, Byrider covered the cost of some repairs that are not typically eligible for coverage. We value **************** as a customer. We look forward to our continued relationship.


      Customer Answer

      Date: 09/22/2023

      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. 

      According to our service agreement our engineer is covered for 48months or 48,000miles. We are still covered under this agreement due to the fact that we had to have a engineer replacement. The replacement engine had 75,000mile when replaced. So from the milage of the new engine until now we are still under 48,000miles. Yet they are not honoring the signed agreement. Now we are being told that the new engine was one year or 12,000miles. We never agreed to or signed any paperwork confirming a new warranty. Also all repairs that were done where covered under our service warranty agreement. They didn't do us any favors but only provided due service. We have had the vehicle for less then two years and have had major repairs, but still the same continued problems. With the same repair been done over and over. Better yet we would never know if repairs are truly being do properly since it there policies to be the only one to do repairs. Caught 20/22. This car should never been sold, for ********* its price three time higher then  the ***** Blue book value. With the ending sales prices been ****** after interest is add. This is absolute robbery. 

      Regards,

      ****** & *************************

      Business Response

      Date: 09/26/2023

      We stand by our original response. The service agreement is for 48K miles or 48 months from purchase of the vehicle. **************** has driven the vehicle more than ****** miles since purchase, exceeding the warranty coverage. The replacement engine had a 12M, 12K warranty. **************** drove the vehicle ****** miles since the replacement engine on 6/10/22 and has not been able to produce any maintenance records.
    • Initial Complaint

      Date:09/18/2023

      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.
      Purchased a 2014 Jeep Patriot on Aug.26, 2023. Was told to bring it back Aug. 31st to get inspected and replace radio that didn't work and fix door locks that didn't work either. When they said it was done with inspection fog lights, locks and radio still didn't work. Had to go back a week later for lights and radio. Meanwhile found out the heater didn't work. They worked on it again and said everything was fine. I didn't even make it home before it was overheating. They had it towed to there shop Friday morning so I had to rent a car when they called and said it was done. Too late Friday to pick it up so turned in rental and got a ride to pick it up and as soon as I started it, it was blowing anti freeze every where. Sales Mgr. refused to give me a loaner or even trade it in. Lost 2 days of work already, made 4 150mile round-trips and its still there. I think the engine block may be cracked from overheating and can't afford to pay for a rental car that long.

      Business Response

      Date: 09/21/2023

      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 he is experiencing with the vehicle.  

      **************** purchased a 2014 Jeep Patriot on August 26, 2023 from the company-owned Byrider location in *********, ************.  The vehicle is covered by a 30-month, ****** mile service contract, whichever occurs first. 

      **************** brought his vehicle in on September 7, 2023 for a ************ inspection, heater and radio repair.  The ** inspection was completed and the radio was ordered.  The heater was in working condition during the first appointment. On September 14, 2023 **************** vehicle was towed in for a coolant leak. The technician repaired the coolant leak and installed the radio. The vehicle ran for over an hour and it was not leaking or overheating at all. **************** picked up the vehicle on Saturday September 16, 2023 and returned the same day stating it was overheating again.  The General Manager explained to **************** that service was closed on Saturday but she would have the Service Manager look at it first thing Monday morning. The radiator needed to be replaced and parts were ordered.  *********** Manager called **************** to inform him of the diagnosis and let him know it would be done the same day. Once complete, the General Manager took it on a 25 mile drive (per **************** request) and the car drove well with no issues.  On September 20, 2023 when **************** came to pick up the vehicle, he continued to express his concern over the mechanical issues.  As an act of good faith, Byrider decided to put **************** into a different vehicle. 

      At all times, Byrider has acted in good faith to resolve ****************' mechanical vehicle issues. The costs of all eligible repairs were covered under the vehicle service contract, and as a gesture of goodwill, Byrider covered the cost of some repairs that are not typically eligible for coverage. **************** has not incurred any out of pocket expenses towards repairs.  

      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. While Byrider does not offer loaners, **************** service agreement does offer rental reimbursement of $25.95/day for a maximum of 5 days on all covered repairs. Since this was a new purchase, Byrider has already agreed to reimburse **************** for his entire rental bill.
      Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues have caused, and we value **************** as a customer.  We look forward to our continued relationship.


      Customer Answer

      Date: 09/22/2023

      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,

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

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.