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

  575 Sagamore Pkwy S Lafayette, IN 47905-4737

  
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  byrider

  1186 E. Markland Avenue Kokomo, IN 46901

  
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  byrider

  2645 N. National Rd Columbus, IN 47201

  
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  byrider

  311 S. Scatterfield Rd. Anderson, IN 46016

  

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

• Initial Complaint

  Date:06/08/2023

  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.

  I got a car from this company. My car is under warranty. The engine in this car just went out last year and I was without a car for a month. So this company decided to get a used engine with no warranty and replace it with my engine that went out and I have been having issues every since. Now this engine has went out and the company is trying to find a way to make It my fault that the engine went out due to lack of maintenance. I've had 2 oil changes since I've had the engine replaced. Both coming from this company. I had an oil change from them a fee months ago in which they didn't change the sticker in my car with the updated milage for my next oil change. Now they are saying I have not had an oil change in over a year and that my engine is flooded with oil. Hand and hand it makes no since because if you don't get an oil change your car runs out of oil and your engine locks up. They are saying my engine has to much oil in it. It's not making sense. I have be going through h*** every since I signed my contract with this company. If they are not going to replace my engine under warranty like it is supposed to be, then I want a full refund of every dollar I have paid into that contract. Them not fixing my under warranty parts is a breach of contract and I want to end the contract and I want every dollar that I have payed, returned. Please and Thank you

  

  Business Response

  Date: 06/27/2023

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

  **************** purchased a 2010 Buick Lacrosse on June 16, 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 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 July 2022, Mr. ******* vehicle was in for service. During this visit it was identified that **************** was ****** miles overdue for an oil change, there was no battery in the vehicle and the engine would need to be replaced due to lack of maintenance. Byrider replaced the engine as a gesture of goodwill, as Mr. ******* service agreement will not cover items that failed due to lack of maintenance. **************** paid $210 which included the $75 deductible and with further goodwill, Byrider split the cost of the battery.

  In February 2023, **************** had an oil change completed by Byrider service department where they discovered he was ****** miles overdue for an oil change again. The replacement engine is now damaged and due to the lack of maintenance on the vehicle as outlined in the vehicle service contract it will not be covered under the contract. The engine replacement would be at the expense of *****************

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the repairs may have caused ****************, but we cannot adhere to his request for a full refund nor to release him from his contractual obligations.
  

  
  

• Initial Complaint

  Date:06/07/2023

  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.

  So Ive had ongoing issues with my cat that I purchased in 2020 with JDBYRIDER in madsion **. On may 19 2023 I got a phone call from a car salesmen at the dealer from Jd byrider. Everything he said sounded like a golden ticket. I had been such a good customer and paid my loan as should and it was almost paid off and for my troubles that company had decided to pay my loan off and take this car and upgrade me into a working vehicle, the original is now 2 months of being broke down and no solution from the company. I had this conversation on speaker phone with my wife next to me to listen. We agreed to go the following Tuesday to ******* which is 2.5 hours away from me to fix the issue. When I got there the salesmen looked and acted as if he was on drugs the entire time, called me a liar to what he had said on the phone, his name is ****. My brother in law asked for the ***** blue book of my car and the salesmen then acted like he was going to fight my brother in law right there and asked why he was getting defensive. I sat for 5 hours and was told there was nothing they could do for me but to appease me and put me in the cheapest **** van ****** I felt so disrespected the entire time I was there, the *******************, was no better at helping us and did not communicate with us but sent **** out to even though my anxiety was already through the roof just dealing with him. I left the car lot and drove 2.5 hours back home with the same loan and same broke down car in my driveway. Everything that was promised on the phone was just to get me up there to get a run around on me. This is the most awful experience Ive EVER had dealing with a car lot. I just want the loan out of my name and I will be satisfied and I dont plan on doing anymore business with a company like this with no so much dishonesty towards their customers.

  

  Business Response

  Date: 06/13/2023

  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 2013 Chevrolet Captiva on May 8, 2020 from the company-owned Byrider on ******************* in ******** *********.  The vehicle is covered by a 48 month, ****** mile service contract, whichever occurs first.  Service records indicate ************************ has driven the vehicle ****** miles since purchase and the vehicle is no longer covered as she has exceeded the mileage. 
  We have made several attempts to reach ************************; however, she has not responded to the calls or messages left.  Without an open line of communication, we are unable to assist with resolving her mechanical issues.  
  ************************ can contact Byrider ****** Services at ************** to set an appointment at the nearest Byrider to have the vehicle diagnosed. Byrider can then discuss options available. 
  
  

• Initial Complaint

  Date:06/05/2023

  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 took my car to JD Byrider in ************* to have a new battery put in My car requires the front *********** taken off to access the battery When I took it to my mechanic to have the battery put in he couldnt get the wheel off because of a lug nut issue ****** at Jd Byrider told me to bring it there and they would fix the lug nut issue I needed new break pads put on the front of my cat but once again the front wheel on drivers side couldnt be taken off because of the same lug nut issue that was supposed to already have been fixed They told me last week to bring it on June 8 th that was the quickest they could get to it they where booked up Now I have metal scrubbing and the car cant be driven to Bowling Green and I am not paying a wrecker to take it there They where already supposed to have fixed this issue They told me they had but clearly they didnt I want them to send a wrecker and come get it and fix it They are responsible for this because they didnt fix it right the first time like they said they I would prefer this matter be taken care of by them if not I will be forced to take legal action against them

  

  Business Response

  Date: 06/06/2023

  This is *****************, GM for the Bowling Green Byrider. We have always told ************************* we would take care of the repairs on the lug nuts being to tight on one of the wheels. We have had it scheduled with her a few times for this issue to be taken care of, ******** unfortunately had things come up and couldn't make the appointments.  I talked to  ************************* yesterday 6/5/23 and told her  we would get it the vehicle towed in for her and fix the lug nut issue and even repair the brakes at no cost to her. This is our intentions in the first place and it is scheduled to be towed into us today so we can take care of that for her.  We just found  out yesterday that it was apparently not safe to drive and have always agreed that we would tow it in and take care of  the tow bill. We will do what I told her we would yesterday and it is of utmost importance to us to take care of our customers here at ************* Byrider. If any furher documentation or information is needed on this BBB Complaint,  Please let me know and we will get that to you. 

   

  Sincerely,

  *****************,GM

  Byrider ****************************************; *************, ** 42101 

  ph#************

   

  Customer Answer

  Date: 06/07/2023

  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. 
  As long as they do as said

  
  
  
  

  Regards,

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

• Initial Complaint

  Date:06/01/2023

  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.

  I have bought my 2011 Jeep compass April 2022 from ** Byrider in **** ************. I have had nothing but problems with my vehicle. It is in the garage 80% of the time Ive owned it. I do not know how to resolve this issue. Hopefully you can help me. I know there is a thing out there called the lemon law did not know if that is the way I am supposed to go or not. *******

  Customer Answer

  Date: 06/05/2023

  Yes there is

  

  Business Response

  Date: 06/09/2023

  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 2011 Jeep Compass on April 1, 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 has been in the service center for normal wear and tear items such as tires in April 2022, an alignment in May 2022 and an oil change in June 2022.  All of these items were repaired as a good faith gesture and there was no out of pocket cost to ****************
  On August 26, 2022 the vehicle came in with concerns about it being slow to accelerate and acting sluggish.  The technician diagnosed the vehicle and determined that the wheel hub needed to be replaced.  The work was finished and those repairs were covered by the service agreement and there was no out of pocket charge to ****************
  On December 29, 2022 the vehicle came in with concerns of a constant noise that the customer thought was a bad belt.  The technician diagnosed the vehicle and determined the alternator needed to be replaced.  The work was completed and *************** paid the $50 deductible per the service agreement.
  The vehicle is currently in the service center due to problems with the brakes.  *************** took the vehicle to a third party to have the brakes replaced but stated that the whole car was shaking when she would stop.  The technician diagnosed the issue and determined that the front rotors and brake pads would need to be replaced.  These items are not covered by the service agreement so *************** will have a cost for these repairs.
  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:05/15/2023

  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 would not approve me cuz I had 3 repossessions in the past 20 years all of them was discharged thru bankruptcy.. they are not supposed to count discharged repossessions thru bankruptcies .. my credit report does not say anything about any repossessions or bankruptcys so i dont know how they can do this.. once bankruptcy is discharged those loans become null and void.. im able to get a loan thru a bank to get a car .. only reason why Im not is because they want 3 to **** dollars down payment and I dont have that much .. so if I can go thru a bank with no problem and not showing repossessions and bankruptcy well then it should be that way thru these people too.. bankruptcy is supposed to clear ur name so u can start over fresh

  Customer Answer

  Date: 05/16/2023

  Its at location *************************** **** **** *****

  

  Business Response

  Date: 05/19/2023

  In the case of ***********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider.  *********************** has complained to your office that Byrider was unable to extend an offer for financing. 
  ************ applied for financing on May 15, 2023 at the company-owned location on ***** St 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.
  
  

  Customer Answer

  Date: 05/20/2023

  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:05/09/2023

  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.

  On 9/02/22 I decided to go to Jd Byrider because I seen the 4.5 star rating that they have as a business. I truly regret that day because I believe that I was scammed. I put a $1000 down payment and signed for a $484 car payment that I have had nothing but issues with. Within 7 days of me having the car I called and told them that I had a alert come up on the dash that my gas cap wasn't tightened and that I had tightened it, but the check engine light had come on. I was told that the car needed so many miles to cycle it's computers to tell it that the pressure in the tank had been restored. After a couple weeks the car was now jumping/shaking in first second and third gear and the check engine light never went off. Also my driver door had/ to be opened through entry of another door and reaching over to open.it. I just came out to the car one day and it wouldn't open like it had before. The eco mode button in the car wasn't working either I noticed at this time. I called and was told to bring it in and did so on 09/26/22. They had it for 4 days and told me it was fixed and ready to be picked up on 09/30/22. In the following month October I noticed the car was rattling and shaking and I started hearing squeaking when I turned left or right. I called and due to my health issues wasn't able to bring it in until 10./25/22. I was called some time later and was told that I need a new catalytic converter and that it would be over $1000 to fix. I was outraged because the symptoms that I had originally been experiencing were actually getting worse and I was being asked to now finance repairs with a partnering company. I was denied by the finance company for the repairs because I'm on disability. 3 hours later and the Byrider called me and says that after having their best mechanic look at it it doesn't need a replacement converter and that it was fixed and ready for pick up. There is lots more to add but I dont have enough space.

  

  Business Response

  Date: 05/22/2023

  In the case of Mr. ************************** Complaint Number: ********, we have investigated this matter with the full cooperation of the Byrider-owned Byrider.  ********************** is aggrieved by the mechanical difficulties he is experiencing with the vehicle.  
  ********************** purchased a 2015 GMC Terrain on September 2, 2022 from the company-owned Byrider location on **************** in Indianapolis, 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 September 26th, the vehicle came in with complaints of a check engine light being on, the drivers side door wouldnt open, the eco button was not working and there was some jerking when shifting between gears.  The check engine light was caused by a faulty cam solenoid that was replaced.  The issue with the door was caused by a problem with the latch assembly that was repaired.  The eco button and traction control buttons werent engaging so the technician replaced both and confirmed this corrected the issue.  The jerking/jumping of the vehicle seemed to be caused by the transmission fluid being 1 quart low.  The fluid was refilled and checked for leaks before the vehicle was taken on a test drive for about 20 miles to ensure the problem was corrected.  All of the repairs were completed at no charge to ***********************  Also during the time that we had the vehicle, ********************** was given a rental car that was covered by Byrider to the sum of $403.62.  We explained this was a one time courtesy as our policy states we do not issue rental or loaner vehicles.
  On October 26th, the vehicle came in with complaints of the front end noise.  The technician diagnosed the vehicle and determined that there was a catalytic converter code present and the noises were coming from the timing chains which needed to be replaced along with the exhaust manifold and gaskets.  We explained to ********************** that the catalytic converter code could be caused by the issues with the timing chain.  We did not want to replace the converter before the other repairs were done because this would come as a $600 charge to ********************** as it is not covered by warranty.  *********** Manager stated if these repairs did not fix the issue with the catalytic converter we would extend a one time courtesy and replace the catalytic converter under the service agreement however the customer would have to pay the $50 deductible.
  In January a red alert was placed stating ********************** was still having the same issues as before.  ********************** tried to reach out but never received a response until April 17th.
  On April 19, 2023, the vehicle came in with complaints of a check engine light on, the tire pressure light was on and the vehicle was jerking/jumping.  The technician diagnosed the vehicle and determined it was overdue for an oil change, the valve cover gasket and the intake manifold gasket both needed to be replaced and the pcv port needed to be cleaned.  The low tire light was due to a bad sensor that needed to be replaced but ********************** did not want to pay for that.  The jerking/jumping of the vehicle was caused by the pcv port being clogged so once that was cleaned the problem was fixed.  The vehicle was test driven and the issue could not be duplicated.  
  On May 8, 2023, ********************** called from ******** stating the check engine light was back on.  Customer drove the vehicle home and brought it to service that day.  It was determined at that time that the catalytic converter would need to be replaced.  It was explained to ********************** that aftermarket parts could trigger the check engine light to come on which he was not happy with.  He was given the name of a couple muffler shops to get a second opinion but decided not to do so.  ********************** picked up his vehicle with the understanding that his catalytic converter would need to be replaced.  To date the total repair costs for the vehicle have been $1798.37 processed under the service agreement or Byrder goodwill and ********************** has paid $100.
  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.
  

  Customer Answer

  Date: 05/24/2023

  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,
  
  Majuan *********
  

• Initial Complaint

  Date:05/02/2023

  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 financed a vehicle through jdbyrider/CNAC in February. I had problems with it right away. I took it to their garage 3 times and it still isn't right. I tried to refinance the vehicle through my bank and she can't do it because jdbyrider is charging me ********* over what it's worth. My loan officer advised me to voluntary surrender the vehicle. CNAC said if I do that, that they'll just send it to an auction and charge me *********. All I wanna do is voluntary surrender the vehicle, without owing anything.

  

  Business Response

  Date: 05/05/2023

  In the case of *************************, Complaint Number: *******, we have investigated this matter with the full cooperation of the company-owned Byrider/CNAC. **************** has expressed dissatisfaction with the vehicle and is requesting to be released from her contractual obligations.
  
  **************** purchased a 2014 Jeep Compass on February 24, 2023 from our 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 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. Service records indicate that shortly after her purchase, the vehicle was brought in for service. The total cost of repairs was $867.20 with no out of pocket expense for *****************

  
  Byrider and CNAC have written policies and procedures that govern our sales and underwriting processes. The terms of the retail contract, including the payment amount, Annual Percentage Rate and total sales price were disclosed prior to and during closing, both in writing and verbally.  **************** signed a Retail Installment Contract which secures her purchase.

  
  Byrider will stand behind the service agreement. **************** should contact our service department at ************ to schedule an appointment for any mechanical issues she is experiencing.

  
  At Byrider and CNAC, we strive to achieve the highest level of satisfaction with every customer. We sympathize with Ms. ******* predicament, but cannot adhere to her request to be released from her contractual obligations. We remain committed to honoring the terms of the service contract if future mechanical issues should arise. We value **************** as a customer and look forward to our continued relationship.
  

  
  

• Initial Complaint

  Date:05/02/2023

  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 bought my car a month ago from this dealership. It will now be in the shop 4 times. Ive only made one payment and about to make another. They sold my car 3 times of what its worth without ever inspecting it before point of sale. And I want to speak in regards of predatory lending. They are also being very rude now.

  

  Business Response

  Date: 05/09/2023

  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 and the customer service that she has received.  
  ************** purchased a 2010 Jeep Liberty on March 31, 2023 from the company-owned Byrider location on ************************* in ******, ****.  The vehicle is covered by a 30-month, ****** mile service contract, whichever occurs first.  
  Byrider has written policies and procedures that govern our sales and underwriting processes.  The terms of the retail contract, including the payment amount, APR and total sales price were disclosed prior to and during closing, both in writing and orally.  ************** then signed a Retail Installment Contract which secured her 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.
  The vehicle was brought into service on 4/6/23 for the charging port not working, and the heat being inoperable. We found the charging port fried due to the customer plugging a personal heater into it. We also found the heater core clogged. We backflushed the heater core and released the vehicle to ************** with working heat. On 4/20/23, ************** returned stating the heat was not working again, and there was water on the floorboard. We found the heater core leaking. The heater core was then replaced at our expense.  
  ************** returned on 5/3/23 with the check engine light on. Upon diagnosis the vehicle was found to have a small evaporative leak. The technician performed a smoke test on the vehicle and found a faulty gas cap and leaking detection pump. The parts were replaced, and we test drove the vehicle for 42 miles with no issues.  As a courtesy to the customer, we filled her gas tank and covered the costs of the repairs.  
  We apologized to ************** for any inconvenience the time without her vehicle has caused and any treatment that she received that made her feel less than a valued customer.  We look forward to our continued relationship with ***************
  
  

• Initial Complaint

  Date:04/28/2023

  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 April 28, I filled out an application with a sales associate at JD Byrider. I was asked questions and despite my answers salesman deliberately entered incorrect information about finances. I provided proof of full-time employment and I was told my job seasonal despite proof of document. Then salesman told me if I can put a **** down they would be able to approve me. So I said I would put down a **** dollars . Then salesman said he needed more more income proof so I ask could I have a co-signer and I was told co-signer has to be a family member. So I ask when can my co-signer come in and once again salesman went back on word. So I ask for a manger and manager could not give any solid answers why process couldnt continue. I believe this company has possible discrimination or lack of education within employees.

  

  Business Response

  Date: 05/09/2023

  In the case of ***********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  ************** is aggrieved because we were unable to extend an offer for financing. 
  Byrder has documented policies and procedures surrounding the underwriting and sales process and strictly adheres to the Equal Credit Opportunity Act when evaluating customers for financing. The Equal Credit Opportunity Act prohibits any discrimination against an applicant on a prohibited basis, which is of race; color; religion; national origin; sex; marital status; age; income from public assistance; or if the applicant exercised any rights under the Consumer Credit Protection Act.  
  ************** applied for financing on April 28, 2023 at the Franchise-owned Byrider location on ********************* in ********, ********.  Unfortunately, we were not able to extend an offer for financing.  As required by the Equal Credit Opportunity Act and Fair Credit Reporting Act, a Notice of Adverse Action Letter was provided to *************** 
  Upon receipt of this complaint we reached out to **************. We re-communicated with him the expectations to move towards an approval, including the need for $1000 down. ************** offered that his Fiance may cosign, and we explained this may help but we can not guarantee approval until everything is reviewed. 
  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:04/27/2023

  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 from Byrider on September 30,2022 and in November 2022 I was driving and got two flat tires on the front from a bad alignment. So I put used tires on a took it to be serviced, I had to leave the car there because they said it wasnt safe to drive. They replaced a tie rod end, a strut, a control arm and did an alignment. I went and put better used tires on and have been driving but the tires recently went flat again (same wear on the inside of tires) so I put brand new tires on and called to get a service appointment. While driving my break line broke, I also informed them that the transmission was sluggish and slipping here and there. I took it in for service, only to find out the car need a break hose, rear breaks and rotors, a stabilizer bar and bolts, a rear tire and another alignment. I cannot afford the repairs and the warranty only covers the transmission, which they wont check until I pay for the repairs

  

  Business Response

  Date: 05/01/2023

  In the case of ***********************************, Complaint Number: ********, we have investigated this matter with the company-owned Byrider. ********************** is dissatisfied with the mechanical issues he has experienced with his vehicle. 
  ********************** purchased a 2010 ***** 3 on September 2, 2022 from the company-owned Byrider on **************** in **********, **. The vehicle is covered by a 36 month, ****** mile service contract, whichever occurs first. ********************** has put ****** miles on 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.
  ********************** did bring his vehicle to Byrider in November 2022 for a left front ball joint, right front outer tie rod, and left front strut. Part of this repair was covered by ************************ service contract and as a gesture of good will Byrider covered the remaining cost; therefore, ********************** had no out of pocket expenses.  
  In April 2023, ********************** brought his vehicle into service for a sluggish transmission and a front end alignment.  Upon diagnoses it was discovered that that ********************** has several repairs that need immediate attention before the vehicle is safe and can be test driven to assess the transmission.  ********************** has a leaking right rear brake hose, rear suspension control arms (cant be moved due to heavy corrosion), right rear tire needs replaced, rear brake pads and rotors, rear control arms (with attaching parts).  Total estimated cost for repairs is $1487.88  These are normal wear and tear items on a used vehicle and therefore would not be covered under his service agreement.  ********************** declined the repairs due to cost. 
  ************************ vehicle is currently sitting at our service facility awaiting direction from him on how he would like to proceed with the repairs.
  
  

  Customer Answer

  Date: 05/01/2023

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