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

  1703 US Highway 31 S Greenwood, IN 46143-2934

  
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  byrider

  2425 West 3rd St. Bloomington, IN 47404

  
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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

  

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:08/01/2023

  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.

  Got 2 control arms done two axles two ball joints and two wheel bearings and no wheel alignment

  

  Business Response

  Date: 08/03/2023

  In the case of *****************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. ******************** is aggrieved by the completion of her service repairs.

  ******************** purchased a 2012 Dodge Journey on December 18, 2021 from the company-owned Byrider on ************** in **********, **. The vehicle is covered by a 48 month, ****** mile service contract, whichever occurs first.
  
  While we understand that dealing with any mechanical issues is frustrating, a used automobile, like any other mechanical device that is subject to wear and tear will require regular maintenance and repairs to ensure its continued use. 
  
  On July 17,2023, ******************** had her vehicle at our ******************** location for control arms, axles, ball joints, and wheel bearings repairs. The alignment could not be completed because of the bald tires. ******************** declined to have the tires replaced on site. We advised her to come back for the alignment after her tire replacement. We originally scheduled her for August 9, 2023, but after a cancellation, we were able to push her appointment forward to August 4th. 
  
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience and value ******************** as a customer.  We look forward to our continued relationship.
  

  
  

• Initial Complaint

  Date:07/31/2023

  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 van less than 6 weeks ago, it's had 3 **************** issues. I'm told they are not covered under warranty and being charged ****** for it to be fixed when I was told the doors were covered. I've made 3 payments and only driven the van a few times since buying it due to needing repairs.

  

  Business Response

  Date: 08/07/2023

  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 2016 Chrysler Town & Country on June 10, 2023 from the company-owned Byrider location in ****** ****.  The vehicle is covered by a 30-month, ****** mile service contract, whichever occurs first. 
  
  ************************ indicated the vehicle has had 3 major mechanical issues since she purchased it and she was told they are not covered under warranty, and she is being charged $800 for it to be fixed when she was told the doors were covered. She states she has made 3 payments and only driven the vehicle a few times since buying it due to needing repairs.

  The vehicle was brought to service at the ****** location on June 30, 2023  for the back sliding door not closing without force. A ***************** Bulletin on the vehicle stated there was an extension of warranty coverage at the dealership for this repair. Byrider service location contacted a local Chrysler dealer, who confirmed potential coverage. ************************ was informed of this information and asked to pick the vehicle up so she could take it to the dealer herself. 

  The vehicle returned to our service location on July 7,2023 for an overheating issue and an issue with the transmission shifting weirdly. Diagnosis of the vehicle showed it to be 1/2 a quart low on transmission fluid, and also having a faulty thermostat. Byrider service department replaced the thermostat, and topped off the transmission fluid. The vehicle was test driven 27 miles and released to ************************ in working order. 
  
  On July 17, 2023 Byrider was notified by Best Extended (warranty company) that the vehicle was at a *** Boys location in ***********, *******. ************************ called in to the ****** location and spoke with the **************** Manager and stated that *** Boys told her we didn't bleed the system correctly when we replaced the thermostat. We let ************************ know there was over ***** miles put on the vehicle since we bled the system and it wouldn't have lasted that long if it wasn't bled correctly. We told ************************ we would take a look at the estimate and see what we could assist with though. The Estimate showed a bad radiator hose and requested a coolant system evaluation be performed. As a courtesy to ************************, Byrider approved the repairs of the hose and the related precautionary evaluation. Total for covered service repair was $411.87. 
  
  Byrider also noted that *** Boys was recommending shocks and struts on the vehicle. Byrider informed ************************ that we could save her some money if she brought it to the ****** service center for this repair. 
  
  On July 21,2023 the Customer called in stating the dealer she spoke to is saying there is no recall. We called our local dealership and again confirmed coverage and set an appointment for the 27th at 10 a.m for the Customer. 
  

  On July ******* ************************ called back in and spoke with the **************** Manager and let him know that the dealer said half of the repair is covered under a warranty, but they said part of it is not and quoted the customer $800+. The **************** Manager let ************************ know that we could get the other half of the repair completed for less money if she just wanted to get the covered portion done and then bring the vehicle to us.  ************************ stated she had already approved the repairs with the dealer and they already had the parts ordered. On August 1, 2023 we reached out to ************************ to offer to look at struts/shocks and see what is going on with them and to also ask for a copy of the estimate/repair order from Performance Chrysler to see if there was any assistance we could offer her. Unfortunately, we were unable to reach ************************* 

  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 company-owned Byrider apologizes for any inconvenience the repairs may have caused ************************. We can look into offering some assistance for the repairs once the vehicle has been brought in for diagnostics and we receive the estimated repair order from the dealer.

  Byrider strives to achieve the satisfaction of every customer.  We look forward to our continued relationship.
  
  

  
  

  Customer Answer

  Date: 08/07/2023

  No one ever called or emailed me on the 1st.  No one has tried to reach out to me.  I just want the repairs covered.  I ended up paying $923.00+  for the doors because I was told parts were missing from the doors.  I'd also like for an inspection to be done and anything major found fixed as well as I believe No inspection was done before selling it to me. 

  Customer Answer

  Date: 08/07/2023

  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.]
  No one has tried to reach me.  If someone would call and work with me I might be able to resolve this matter.

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

  
  

  

  Business Response

  Date: 08/15/2023

  Upon receiving Ms. *********** unsatisfied response to her Better Business Bureau complaint, the service manager at the ******, **** location sent an email to her on Friday, August 11, 2023. 
  ************************ called in and spoke with the Byrider customer service advisor shortly thereafter. Ms. **************** is going to bring the vehicle in on Wednesday, August 16, for the lot to inspect the struts, and also re-complete a pre-sale inspection. ************************ was advised the lot would waive any diagnostic fees.  
  
  
  She was given the option of bringing in her Repair Order for the lot to look over the door repairs to see if any assistance could be offered to her. ************************ told the customer service advisor the work hasn't been completed yet, and there is no Repair Order at this time.

  
  We value *********************** as a customer and look forward to our continued relationship.
  

  
  

  Customer Answer

  Date: 08/16/2023

  Due to the van still not being fixed, I am unable to get it to Byrider at this time.  As soon as it is fixed by ********************, it is being taken to Byrider of ******.  They are going to do an inspection and check the shocks and struts.  I unfortunately have to wait for missing parts from Performance before I can do this.  Right now we are all waiting for Performance to fix the van.  Today's date is August 16th.  I have spoken with the service dept.  They know there is a delay in the van being brought in.  

  Customer Answer

  Date: 08/18/2023

  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.]

  Date Sent: 8/16/2023 10:24:54 AM
  Due to the van still not being fixed, I am unable to get it to Byrider at this time.  As soon as it is fixed by Performance Chrysler, it is being taken to Byrider of ******.  They are going to do an inspection and check the shocks and struts.  I unfortunately have to wait for missing parts from Performance before I can do this.  Right now we are all waiting for Performance to fix the van.  Today's date is August 16th.  I have spoken with the service dept.  They know there is a delay in the van being brought in.  
  
  Regards,
  
  *********************************

  
  

  

  Business Response

  Date: 08/25/2023

  We understand the delay and are in communication with Ms. ********************************** We are committed to working through these issues with ************************.

  

  Business Response

  Date: 08/30/2023

  We understand the delay and are in communication with Ms. ********************************** We are committed to working through these issues with *************************

  Customer Answer

  Date: 09/09/2023

  I emailed in return that ******************** still had the van.  It is now at Byrider of ******.  Waiting for inspection. 

• Initial Complaint

  Date:07/24/2023

  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 believe that they sold me a car with a rusted subframe. I took it to get inspection and it failed because a hole is rusted in rear K-frame. I don't drive in the winter so I think it shouldn't be damaged that bad, within a year of purchasing.

  

  Business Response

  Date: 07/27/2023

  In the case of Ms. ********************** Complaint Number: ******** , we have investigated this matter with the company-owned Byrider.  ************** complained to your office that her vehicle would not pass ****************** Inspection due to a hole in the subframe.
  

  ************** purchased a 2011 Dodge Caliber on June 28, 2022  from the company-owned Byrider on *************************************** in ***********, **. The vehicle is covered by a 36 month, ****** mile service agreement, whichever occurs first. 
  

  A ****************** Inspection was performed on June 28, 2022 during Byriders reconditioning process prior to the vehicle being offered for sale.
  

  ***************************** (co buyer) brought the car into Byrider service to be looked at on July 24, 2023.  This is the first time this vehicle has been in service since purchase.  ************** has put ****** miles on the vehicle since purchase.
  

  Byrider confirmed there is a hole in the sub frame that would cause the vehicle to fail ****************** Inspection. A sub frame would not be covered under the service agreement.  ************** was provided with three separate estimates:
  1) Used parts $1124 plus tax
  2) Parts purchased from **** $1916.07 plus tax
  3) Parts purchased from a Dealer $2400.82 plus tax
  

  Estimates from **** and Dealer would require payment up front since these parts could not be returned if ************** failed to follow through with repairs. 
  

  ************** declined all three estimates.  
  

  ************** also mentioned needing a left lower ball joint, which is a covered part and would require a deductible payment of $50 (plus tax). This was mentioned after diagnostics were complete and therefore not verified.
  

  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. It is our hope that ************** contact the service center to make an appointment to get the vehicle repaired.
  

  
  

• Initial Complaint

  Date:07/17/2023

  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.

  On June 27th 2023 I dropped off my 2012 ******* Sonata Gls. For repairs, the repairs were my wheel speed sensor malfunctioning my ABS brake system, a clunking sound coming from the wheel when turning, as well as suspension problems. I was told the tie rod end was bad as well as the struts and wheel speed sensor, I was told the struts and wheel speed sensor are not under warranty and that wheel speed sensors are not allowed to be fixed due to they are not allowed fixing electrical issues, so they will not be covered and if I wanted to replace them I would pay $300 plus so I told them just replace whats under warranty. The next morning I received a call that the front rotors were rear rotors and they refused to put my car back together due to a safety issue even though the rotors are not rear rotors that were on it. They made me pay $200 plus to order two new front rotors just to put my car back together to get it out of the shop. The next day I received another call that after putting my rotors on and putting my vehicle back together they discovered that my cv axels were binding a needed replaced as well as my control arm. They replaced these parts as well, told me they test drove it and I was good to go. I payed for my vehicle over the phone and picked it up after hours. As soon as I pulled out of the parking lot after picking up my vehicle my rotors were immediately grinding into my brakes and the front rotors that they told me we not correct on my vehicle are in fact the correct ones therefore I paid for rotors for no reason ! (Slotted rotors are original). Upon inspection also of my car the grinding is coming from the dust shield where they completely bent it into the back of the rotor and they never put in my rotor set screws into the new rotors

  

  Business Response

  Date: 07/18/2023

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

  ********************** purchased a 2012 ******* Sonata on April 1, 2022 from the company-owned Byrider 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.

  On June 27, 2023 Ms. ********** vehicle was in the night drop box for service to look at. Upon physical inspection it was determined the vehicle needed a right front wheel speed sensor estimated at $160.74 and the front sway links estimated at $118.42, both which are non-covered parts under her service contract. ********************** declined both repairs. The customer was informed the left front outer tie rod needed to be replaced as well and this item would be covered under her service contract and she would only be billed for her deductible of $50 + tax. Customer approved repair. During the replacement of the outer tie rod the technician identified that the incorrect rotors were put on the front of the vehicle. ********************** was contacted and informed that due to it being a safety issue, we would be unable to release the vehicle until the proper pads were used and installed. ********************** had the option of returning the incorrect rotors to the vendor she purchased them from and provide Byrider service with the correct ones or we could provide the rotors to her at the cost of $166.73. ********************** approved the rotor repairs.

  After the repairs were completed the vehicle was test driven for 2 miles during which the vehicle started to shake badly. It was brought back in to service where it was found to have both front axles binding up and a bad bushing on the right front lower control arm. ********************** was immediately contacted and informed that these items needed to be replaced and were covered under her service contract. The repairs were completed and the vehicle was taken on an 8 mile test drive where no other issues were found. The vehicle was released to ********************** on July 6, 2023.

  Byrider was not aware of any additional mechanical issues until receiving this complaint.  Byrider reached out to ********************** but has been unsuccessful with contact. If ********************** would like the vehicle looked at, she can contact Byrider service at *************.

  At Byrider we strive for the satisfaction of every customer. We apologize for any inconvenience this has caused, and we value ********************** as a customer. We look forward to our continued relationship.

• Initial Complaint

  Date:07/14/2023

  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.

  Took my car for service June 14th Air Conditioner not working, they had the car for 5 days. Brought car home, air worked for a few days. Called and made another appointment for 7.10.23. After having car for 3 days, I called for a status. I was told they hadn't even looked at the car. I asked why when I had an appointment. I was told other cars were hi priority. It is now 5 days since I dropped off the vehicle. I drove past the lot. Car still sitting in parking lot. If the problem had been fixed correctly the 1st time, I would not have had to take it back in. I also had to pay my warranty deductible after the 1st service appointment. I cannot afford to be without a vehicle for 5 days. I stated this and was told " well then come get the vehicle. " I will now have to go for the car, even if not fixed since i need it. . I have never missed a pymt and am actually paid ahead. Not the 1st time having issues with the service department. Never complained. This time I am. Account #******** ***************************** ************

  

  Business Response

  Date: 07/25/2023

  In the case of *****************************, Complaint Number ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Ms. ************* is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  
  ***************************** purchased a 2014 Chevrolet Sonic on January 9, 2021 from the independently  owned Byrider location in ***********************, ************. The vehicle is covered by a 36-month, ****** mile limited warranty, 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. Byrider service works by appointment and prioritizes critical repairs to keep customers on the road. We have reached out to ****************** for approval on the repairs needed. We apologize for the delay. 
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value ****************** as a customer.  We look forward to our continued relationship.
  
  

• Initial Complaint

  Date:07/13/2023

  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.

  On 06/03/2023 I purchased a vehicle from byrider in ****. Not even 3 days past and I had to get the vehicle serviced. They replaced an oil cooler and an oil pressure switch, however didnt file any paperwork because they fixed it on the house. Since then my vehicle has been overheating. I took it to them and informed them of my issue, and the previous issue which they fixed. The service manager acted as If he had no recollection of the issue HE and his team fixed. I pay $235 ni-weekly for this vehicle . *** owned it for a month and had nothing but SERIOUS issues with it. Please help. I cannot afford to keep paying this on top of fixing it and worrying if I can make it to work or not.

  

  Business Response

  Date: 07/19/2023

  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 2016 *********************** June 3, 2023 from the company-owned Byrider location 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.

  ************** brought his vehicle to us on 6/7/23 with a low oil pressure light on. We diagnosed it and replaced the oil pressure switch. We also noticed that the engine oil filter housing/cooler had an internal failure. We replaced this as well. We performed these repairs at no charge to the customer.
  

  The week of July 10th, the customer called in stating the vehicle temperature gauge was reading hot. We advised the customer not to drive it and have it towed to our service department. ************** drove the vehicle to our service department on July 13, 2023. We diagnosed that the thermostat had gone bad. This was covered under the *************** Contract and the customer only paid the $75 warranty deductible. ************** expressed gratitude for getting it repaired for him in a timely and inexpensive manner. If ************** is still not satisfied with repairs of the vehicle, he can contact our service department at ************. 
  

  Byrider strives to achieve the satisfaction of every customer. However, we cannot adhere to Mr. ****** request for a refund or exchange. Byrider 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.
  

  
  

• Initial Complaint

  Date:07/13/2023

  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.

  April 29, 2023 I went to byrider **** and bought a 2013 Chevrolet Equinox. I paid $**** down-payment and $178 biweekly payment. On 7/2/2023 the engine blew on the car due to no oil in the engine. Byrider will not work with me to get the repairs, get another vehicle, or alow me to return the vehicle. I did not buy an extended warranty with the vehicle and only put about **** miles on the car. I do not want byrider to report the vehicle to my credit bureau. I would like my 5 payments refunded and my **** deposit. Also not to report it on my credit.

  

  Business Response

  Date: 07/18/2023

  In the case of *****************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC. ******************** is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  
  ******************** purchased a 2013 ***** Equinox on April 29, 2023 from our 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.
   ******************** did not purchase the optional vehicle service contract at the time of purchase; however, she was provided with what is printed on the Buyers Guide, that she does have coverage for Major components, including engine, for the the first 30 days or **** miles whichever comes first.
  The company-owned Byrider apologizes for any inconvenience the repairs may have caused ********************, but they cannot adhere to her request to be released from her contractual obligations.  We can look at offering some assistance to the customer once the vehicle has been brought in for diagnostics. 
  
  

• Initial Complaint

  Date:07/09/2023

  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.

  I purchased a vehicle from Byrider. They financed me through CNAC. The vehicle I purchased was faulty. The repairs needed were not covered under their warranty, which I paid extra for. After that I decided to purchase a vehicle from another dealer. Byrider repossessed my vehicle and still demanded money from me. Later on this was sent to a collections agency which is ******************* LLC.

  

  Business Response

  Date: 07/13/2023

  In the case of ***********************, Compliant # ********,  we have reviewed this matter with the full cooperation of the company-owned Byrider/CNAC in question.  ************ is disputing the accuracy of the reporting of his CNAC account to the credit bureaus. 
  
  After investigating the disputed information and reviewing all information provided with your dispute notice, we have determined that we reported certain information about you or your CNAC account that was inaccurate or incomplete and, as a result, we are notifying each consumer reporting agency to which we provided the inaccurate or incomplete information
  about our determination; and providing any correction to that information that is needed to make it accurate and complete. Please allow 5 to 7 business days for the updates to complete
  
  

  Customer Answer

  Date: 07/14/2023

  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,
  
  *******************
  

• Initial Complaint

  Date:07/03/2023

  Type:Order 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.

  We have receiving copies of emails sent to ************************************ These peop are claiming they are the rightful owner of the vehicle that we purchased last October 2022 at the *********** location. Said vehicle is a 2008 Jeep Patriot. I spoken to Byrider ******* and your corporate office. The stated this is a scam and they had received other emails. This week we now are being sent copies of these exact emails that Byrider is receiving.These people are claiming they will be taking the vehicle. Our garage has a security camera, two nights ago it picked someone attempting to enter the garage but they were not close enough to get a picture.Yesterday evening we returned this vehicle to the *********** store and parked and left the key in the glove box.We are not getting involved or in the middle of this issue. We used the money for the payment to get into another vehicle.If we only wanted out of the loan we would have just stopped paying. This not the case We are keeping copies of all the emails we have received and printed them out for our record.We are still receiving emails from this people. We want to left alone this dont involve us.I left a voice mail at CNAC *********** as to the location of said vehicle. Because of this issue we feel we should be entitled to some of not all the money paid toward this vehicle and released from the loan. 

  Things were going well until last week, it appears that the vehicle that Byrider sold us belonged to someone else.. Last Friday June 30th, I received a cc copy of a email sent to *********************************** stating that the Jeep Patriot belonged to a ******************. I contacted ****** with CNAC Byrider about this email. She stated that in the past they had received other emails stating the same thing. She claimed it was a scam and she had there corporate office call me, which the stated the same thing. 
    Since June 30th we still are receiving cc copies of all the emails the are sending to Byrider. Claiming ***************** has the original title to the 2008 Jeep Patriot. Byrider continues to claim that this is a scam. Also the state that it was turned over to law enforcement. I have saved every email that has been received on this matter.
     Saturday I ran the Vin number using Vin Check Pro, Now to us this is where the real issue comes in.This check came back showing that this 2008 Jeep Patriot is a 5 speed transmission,when in fact the on we bought is a automatic. I have also saved that research I will attach a copy of that finding.
     We do not know what is going on between this ****************** and Byrider but this matter does not concern us and we are in the middle of something that is none of concern. 
      I am 65 years old retired and disabled, my husband is disabled and on a insulin pump to control his diabetes. We can not afford to be without a vehicle, so Saturday we were able to find a 2013 SUV at a Kia ********** that thankfully we could get financed.
      On they way home we stopped by Byrider in *********** and dropped of the 2008 Jeep Patriot and left the keys in the glove compartment.
       I spoke with ****** yesterday morning, and she had already be advised that the Jeep Patriot was at there *********** location. I informed ***********; that we were not going to be in the middle of all of this as it did involve us. Her response in the middle of what? That this was a scam by these other people. I also let her know I had run the Vin number and what I found out she then had to call me back.After a about 20 minutes show called back they did return our July payment. 
       When we purchased the 2008 Jeep Patriot we put $1700. down and have made 6 payments of $432,85.  Now we have lost this money because there is something not right with this Jeep Patriot, mainly when the Vin check shows a 5 speed transmission when in fact it is a automatic.
        We will be great full for any assistance that you can give on this matter we learned a ****** we should have done our homework on Byrider before buying there. We have read the complaints over the weekend on Byrider. 
        Again I have saved all the cc copies of the emails that went to Byrider and copies came to us about who is suppose to own the 2008 Jeep Patriot
  

  

  Business Response

  Date: 07/12/2023

  In the case of *****************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC.  ****************** is disputing the sale and subsequent repossession of his vehicle. 
  ****************** purchased a 2008 Jeep Patriot on October 11, 20** from our Byrider location on US-41 in ***********, H3**63636363639313030H. Byrider uses a reputable third-party vehicle history report service called Carfax to verify a clean, unbranded automotive title. 
  In April 20**, two different CNAC employees were contacted by two different individuals claiming the vehicle was theirs,  had been stolen, and that Byrider had sold a stolen vehicle. CNAC immediately investigated the claims and found no record of this individual previously owning this vehicle. In June ****************** reported to CNAC that he was receiving harassing emails from someone claiming to be the owner of the vehicle he purchased from Byrider. They assured him that the vehicle was legitimately purchased by Byrider from a dealership and the title was legally transferred to Byrider and then to ****************** with CNAC as the lien holder. 
  CNAC contacted the ******************************** on April 17, 20** Officer ***************** came to the dealership and CNAC filed a report (#**VCS0-00-907). Officer **** pulled the *** and confirmed the vehicle had never been reported stolen or titled to the person claiming to own the vehicle.  He believed it was a scam.   This information was relayed to ******************. Although we continued to receive emails from the scammer, the police department was unable to take further action unless the vehicle was actually stolen or ****************** filed an additional harassment complaint if contacted by the scammer. 
  ******************** claim that the *** number indicates a manual transmission is untrue. There are many websites which offer information on decoding a *** depending on Make and Model vehicle, giving conflicting information.  The vehicle sold to ****************** was an automatic transmission. 
  ****************** defaulted on his retail contract when he voluntarily surrendered the vehicle on July 1, 20**. ******************** balance owed at that time was $13568.**. As a gesture of goodwill, CNAC has released ****************** from his contractual obligations but cannot adhere to a refund. 
  
  At CNAC, we strive to achieve the highest level of satisfaction with every customer.  While we sympathize with ******************** predicament, this is a criminal matter of harassment on the part of an unknown scammer unrelated to Byrider and CNAC. Byrider acted in good faith by cooperating with law enforcement and reporting the false information to the authorities on behalf of ****************. It is up to ****************** to pursue action regarding the harassing emails and threat of stealing the vehicle by the scammers.

  Customer Answer

  Date: 07/13/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

  Customer Answer

  Date: 07/26/2023

  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.]

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

   My name is ***************************** the above complaint was against Byrider, they agreed to release us from our contract and was to send us a letter stating this. But we never received it, this preventing us from getting another vehicle as it is showing still a open loan.
  

  Could you assist with this please?

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

  
  

  

  Business Response

  Date: 07/27/2023

  As stated in the initial response, ****************** defaulted on his retail contract when he voluntarily surrendered the vehicle on July 1, 2023. ******************** balance owed at that time was $13568.23. As a gesture of goodwill, CNAC has released ****************** from his contractual obligations.  He was mailed the appropriate letters stating our proposal to retain the property in full satisfaction of his obligation. The letters were mailed on July 3, 2023. ***************** agreed to this proposal and the account was adjusted accordingly. Credit Reporting is updated monthly. The next reporting cycle is August 1, 2023. Typically the credit reporting agencies take **** days to update their records. CNAC, has in good faith, released ***************** from his obligation and will report this change on the next reporting cycle. In the meantime, ****************** can use the letter as proof that he was released from the retail contract. 

  Customer Answer

  Date: 07/27/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  I never received the letter that shows the release that we can use as proof can you please have one emailed to me at ***********************

  Regards,

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

• Initial Complaint

  Date:06/23/2023

  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.

  My car was towed after only 3 or 4 days of my note being late and they refuse to give my car back unless I pay way more than what I owe and also they are unprofessional even so as the fianc department employee was laughing at my misfortune and going against complaint policy by telling ** not getting my car back because of a personal dispute I had with the employee

  

  Business Response

  Date: 06/30/2023

  In the case of *********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC.  ************ is aggrieved at the handling of the repossession of the vehicle.   
  ************ purchased a 2014 **** Fusion on March 23, 2023  from the franchise-owned Byrider location on ************** in *******, *****.  The vehicle is covered by a 36-month, ****** mile service contract, whichever occurs first. 
  
  ************ defaulted on her retail contract, and her vehicle was subsequently repossessed on June 7, 2023.  ************ was advised that she was in default of her retail agreement and given her past due amount and expense of the repossession. All the necessary forms and letters were sent to the address on file for ********************* 
  
  Additionally, CNAC has written policies and procedures that govern the repossession process to ensure that every repossession adheres to federal and state regulations.  
  
  At CNAC we strive for the highest level of satisfaction for every customer.  While we sympathize with ************** predicament, she did default on their retail contract. ************ has been released from her contractual obligation.