Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  byrider

  12802 Hamilton Crossing Blvd Carmel, IN 46032-5424

  
• 

  byrider

  575 Sagamore Pkwy S Lafayette, IN 47905-4737

  
• 

  byrider

  1186 E. Markland Avenue Kokomo, IN 46901

  
• 

  byrider

  2645 N. National Rd Columbus, IN 47201

  
• 

  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:04/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car in October 2022 in February 2023 my engine completely blew it took three months to get my car back. In the meantime I was with no vehicle they would not trade me and put me in a different vehicle I cannot get a hold of anyone in corporate at all After three months of getting my car back the check engine light came on a week later and yet I am still paying $300 every other Friday as well as spending almost $4000 on a rental car to be able to get to and from work to provide for my family I am still under warranty and my car will not get looked at since the check engine light is on and it has a brand new engine which depreciated the value of my car and I still owe $20,000 and I had to keep up with my payments during all this. I have all supporting documents and conversations as well as emails.

  

  Business Response

  Date: 04/25/2023

  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.  

  
  Ms. *************; purchased a 2014 *** ******* on September 20, 2022 from the company-owned Byrider location on Shadeland Ave 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 February 14, 2023, ******************** had the vehicle towed in complaining of problems with the engine.  She was also told at the time of her last oil change that the engine was going out.  There was an extended warranty on the engine from *** so the vehicle was taken to a *** ********** where they replaced the engine with a brand new one at no out of pocket cost.      ******************** signed paperwork during her closing that clearly stated that our company does not provide loaner vehicles; however, her vehicle service agreement does allow for a rental reimbursement of $25.95/day for up to five days. Our company went above that and provided rental reimbursement of $40/day for the entire time that the vehicle was being repaired.  If there are any issues with the new engine, ******************** would need to contact the service department at ************.

  
  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.  They remain committed to honoring the terms of the service contract if any future mechanical issues should arise. We value ******************** as a customer and look forward to our continued relationship.

  
  

  Customer Answer

  Date: 04/27/2023

  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. 
  
  I was never told the engine was going out. This is the information from the last oil change in which it states ** heard the ticking sound. You guys said I need an oil change and they conclusion you guys came to was that the oil change fix it no where does it state the engine was going out. So that was a complete lie, and I have the documentation of proof attached. Also, there was another lie about the catalytic converter going out that I was told that before I bought it as well, and that it was not covered under warranty and I was never told that Im not sure who would buy a car knowing the engine and the Catalytic  converter Was going out in the car.

  I want out of all financial responsibility of this car.
  
  Regards,
  
  *******************************

  
  

  Customer Answer

  Date: 04/27/2023

  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. 
  
  I was never told the engine was going out. This is the information from the last oil change in which it states ** heard the ticking sound. You guys said I need an oil change and they conclusion you guys came to was that the oil change fix it no where does it state the engine was going out. So that was a complete lie, and I have the documentation of proof attached. Also, there was another lie about the catalytic converter going out that I was told that before I bought it as well, and that it was not covered under warranty and I was never told that Im not sure who would buy a car knowing the engine and the Catalytic  converter Was going out in the car.

  I want out of all financial responsibility of this car.
  
  Regards,
  
  *******************************

  
  

  

  Business Response

  Date: 05/03/2023

  Byrider apologizes if there was miscommunication; however, Byrider has continued to assist ******************** with the vehicle. 
  Byrider reached out to ******************** on April 24th and April 25, 2023 and offered to have her vehicle towed to our facility for complete inspection on the vehicle (at no cost to ********************) to try and figure out what is causing her mechanical issues.  ******************** continues to reject our proposal unless we provide her with a rental vehicle. 
  ********************** contract documentation clearly ****** Byrider does not provide rental cars; however, Byrider has offered to reimburse ******************** for a rental, Uber or Lyft at $40/day while her vehicle is being serviced.
  In regards to the Catalytic Converter, it is not uncommon for this part to go bad when an engine fails; however, Byrider would never knowingly sell a vehicle with a bad catalytic converter.  
  Byrider will continue to honor ******************** service contract; however, we are unable to diagnose the issues until the vehicle is brought to our service facility.  ******************** can contact the service department at ************.
  While we understand ********************' frustration, we cannot adhere to her request to be released from her contractual obligations.
  
  

• Initial Complaint

  Date:04/12/2023

  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 vehicle is under extended warranty my tranmission went out in my vehicle i have been without it for over 2 months because they are refusing to let Aamco a shop in ********** Florda work on it. Noone is wanting to work with me or talk to me and tell me what is going on with my car or even let me trade it in on a new car I have made my carpayment on a vehicle I have not had in over 2 months. It is going to cost me $3,400 out the door if I have to pay for this myself. I am currently paying people to take my husband and son to and from work and my other children to doctors appointments. For the extended warranty it will cost $3,200. I just need my car back it really should not take this long. They did not care that I was getting a attorney invlved or the BBB. I just want them to tell me the truth about my car, fix it or put me in another one it is not right to give their customer the run around and tell them different stories everytime they call.

  

  Business Response

  Date: 04/11/2023

  This is not a customer of our **** franchise locations and therefore we do not have access to the account. Please forward this complaint to ****************************************** for resolution.

   

  

  Business Response

  Date: 04/17/2023

  In the case of Ms. ************************ Complaint Number: ********, we have investigated this matter with the company-owned Byrider.  Ms. ******* dissatisfied with the mechanical issues she has experienced with her vehicle. 
  ************** purchased a 2014 Dodge Journey on June 17, 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.
  ************** took her vehicle to the Byrider in ********** ** to have it serviced.  The ********** Byrider would not work on the vehicle because it was from the north and contained some rust in the problem area.  ********** Byrider asked if they could send it to Aamco and was instructed not to by ******** Byrider.  
  Customer took the vehicle to Aamco even though ******** Byrider asked her not to.  We tried to negotiate the price on parts and labor but Aamco was not willing to negotiate.  On March 30, 2023, ******** Byrider and Best ******** ****************** reached out to ************** to inform her that Aamco would not work with us on cost and that the vehicle needed to be transported to ******************** in ********** **.  ************** refused to have the vehicle towed to another facility.   As per ************** service contract, the vehicle must be taken to an authorized repair facility. Aamco is not an authorized repair facility.
  Upon receiving this complaint, we have reached out to ************** again and she is still not willing to work with us on transporting the vehicle.  Byrider is more than willing to cover the cost of the tow bill and any repairs covered under her service agreement, if she agrees to have the vehicle transported to an authorized repair facility.
  
  

• Initial Complaint

  Date:04/10/2023

  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.

  Account number : #******** I obtained my vehicle from JD Byrider of *************** which is now closed and not only has the price of my 2011 ***** Traverse increase by $****** to $20,000 they also were supposed to replace the engine and service the transmission in September of 2022. When I got the vehicle back two months later, it was still knocking and riding even rougher, they had the nerve to tell me the knocking will subside once I drive it for a little bit . I called around to other JD Byrider dealerships to get my vehicle looked at but no other Byrider location would honor the work preformed by JD Byrider of ****************. Now I have the vehicle in the auto shop for an estimate because it was having starting issues and riding rough since I got it back in December of 2022, well the mechanic told me not only is the starter bad but also the knock sensor and flywheel need replacing, they told me theres no way JD Byrider of *************** put a new engine in there nor did they service the transmission. I dont believe its fair to pay ****** over signing price and dealing with a faulty engine and transmission that wasnt serviced when it should have been serviced by the dealership I bought it from.

  

  Business Response

  Date: 04/18/2023

  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 Chevrolet Traverse on August 14, 2020 from the company-owned Byrider location on Broadway Avenue 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.
  On September 27th 2022, the vehicle was towed in with a complaint about knocking noises and the vehicle stalling out.  The vehicle was diagnosed with internal engine damage, radiator, thermostat and some of the sensors.  A remanufactured engine was installed and all other repairs were completed.  All repairs were covered under Ms. ********* service contract and her only out of pocket expense was a $50 deductible.
  
  On April 10th 2023, ******************** took her vehicle to **************** in ******** to have them check out the vehicle because she stated it was still running badly.  D & B diagnosed the vehicle with needing a flywheel, engine sensor harness, and engine mounts for a total of $2037.21
  ******************** had an out of pocket expense of $427.87 which was for her deductible and any items not covered under her service agreement (such as tow, starter, knock sensor and coolant).  All items covered under the service agreement were paid for by Byrider.
  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.
  Respectfully,
  *******************
  Compliance Specialist
  
  

  Customer Answer

  Date: 04/20/2023

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well one I went to two different JD byriders and I go down there and first of all these dealerships are having false advertisement. If you watch *************** it says no credit. Bad credit we can help you. That's not true. I have been pushed around with JD byrider in *********. I have went to two different dealerships and I pacifically told them you know can you help and they said yeah oh come down we can do this. We can do that. Nobody want to help. I drove 4 hours to JD byrider cuz I got promised that they could help me and then what do they do. They waste my f****** time. I am tired of these dealerships saying false information that they can help somebody and then they don't do it. People don't have time for this stuff

  

  Business Response

  Date: 04/05/2023

  In the case of Mr ********************** 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. 
  

  Mr. ********************* applied for financing on March 29, 2023 at the company-owned location on ******** in *********, ** and on April 3, 2023 at the company owned location on US31 S 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 **************** on both applications.
  

  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 him the best in all of their future endeavors.
  
  Tell us why here...

• Initial Complaint

  Date:04/04/2023

  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.

  On 02/24 2023 I have purchase a car from jdbyrider, not even having it for 24 hours the engine light came on .I call the next day the service department was closed So I called back on Monday they said they couldn't look at the car until March 16. On 02/28 2023 I had to get the car towed back to JD by rider to find out what is wrong with it . then a couple day later the coolant light came on said it was low then the engine came on. I have taken the car back to JD by rider then on April 3 ***** I had to take the car back up there they look at then they told me that I need a need engine. They will not help me get a rental car . I would have pay for the rental myself I don't think that right. They sold me a lemon!

  

  Business Response

  Date: 04/12/2023

  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 2014 **** Escape on February 24, 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.  
  On March 2nd, the vehicle was towed in for overheating issues.  The technician diagnosed the issue and determined the hose clamps were loose and not secured.  The issue was corrected and there was no out of pocket cost to *****************
  On March 14th, the vehicle came in because the check engine light was on.  The technician diagnosed the vehicle and determined that the spark plugs and coils needed to be replaced.  The work was completed and there was no out of pocket cost to *****************
  On April 3rd, **************** brought the vehicle in stating the check engine light was on again and that the vehicle died out twice while she was driving it.  The technician diagnosed the vehicle and determined that the engine needed to be replaced.  The replacement engine was received at the service center on Monday, April 9th. Since **************** just purchased her vehicle, her engine replacement has been given priority.  We expect to have her vehicle completed by Monday April 17, 2023.  **************** signed paperwork during her closing that clearly stated that our company does not provide loaner vehicles; however, her vehicle service agreement does allow for a rental reimbursement of $25.95/day for up to five days. 
  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.
  Respectfully,
  *******************
  Compliance Specialist
  
  

• Initial Complaint

  Date:03/29/2023

  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 got this car in August from JD byrider it is a Nisssn Juke 2014 and by October is was running bad. I also noticed that the car was wrecked, the seats where written on and torn. So I took it to them and they fixed the coil supposedly charging me $178. well the same issue happened 3 weeks later and they supposedly put new spark plugs in for $178 again. Well fast forward the same thing is happening again and I took it to a better shop and it turns out that they put **** Spark plugs in my car knowing that it will backfire soon. When my car is actually a ******* So I called JD byrider and spoke to the manager **** and he refused to help or give me my money back even though I have the evidence that they lied about what they was fixing and charged me twice for something that they never fixed!! I have my receipts for what they were supposed to fixed but didnt. I am now paying a different and better car repair place. I wont my money back!

  

  Business Response

  Date: 04/05/2023

  In the case of Ms. ********************** 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 2014 ****** Juke on July 23, 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.
  

  ****************** brought her vehicle in for a check engine light on October 6, 2022. Vehicle was diagnosed with needing a coil pack and engine mounts.  Ms. ******** vehicle has 4 coil packs. Only 1 had gone bad. Coil packs are not a covered item therefore, ****************** did have to pay for some repairs. ****************** picked her car up on October 7, 2022.
  

  Unfortunately on November 29, 2022 the check engine light came back on and ****************** had to return to the dealership.  Vehicle was diagnosed with needing spark plugs and a second coil pack.  The spark plugs used in Ms. ******** vehicle were Advance Auto Parts Vendor 
  Part # AI5683 which is one of the recommended spark plugs for a 2014 ****** Juke.  
  

  Before Byrider could offer any type of refund, we would need ****************** to provide us with the repair receipt from the third party vendor that she utilized for review.
  

  
  

• Initial Complaint

  Date:03/22/2023

  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.

  This company, is trying to make me pay interest on a loan that was paid off in September 2022, I even have/had a charge off on my credit report. In August 11 2022 I was in an accident the suv was totaled, my Insurance paid off the *** in September of 2022, then I got a letter stating I missed October and November payment. Of $4536 this is Interest on the suv, I have the Original contract I signed, it's different than theirs, my contract still has the water **** on it. And says copy of Original. I do not believe I owe this, I believe they are scamming people.

  

  Business Response

  Date: 03/24/2023

  In the case of Mr. ********************** Complaint Number: ********, we have investigated this matter with the full cooperation of the company owned CNAC.  ************** is disputing the validity of his account.
  

  ************** purchased a 2011 **** Edge on April 8, 2022 from the Byrider location on ***** Highway in ************* .  
  

  On August 12, 2022, CNAC was notified that the vehicle was totaled in an accident.  ************ check was issued from *********************** for $10,366 and applied to the account on September 14, 2022, leaving a deficiency balance of $3888.07.  The account was charged off on November 22, 2022. Per the Retail Installment Contract that ************** signed he is still responsible for this deficiency balance as well as any interest that has accumulated.
  

  Upon receipt of this complaint, the credit bureau disputes team investigated this account and determined it to be valid and reporting accurately. 
  

  Additionally, Byrider and CNAC have written policies and procedures that govern the sales and underwriting process.  These procedures involve extensive identity verification activities to prevent identity theft from occurring.  
  

  At CNAC we strive to achieve the highest level of satisfaction with every customer.   While we sympathize with **************** predicament, CNAC is required by the Fair Credit Reporting Act, as a data furnisher, to provide accurate credit reporting.

  Customer Answer

  Date: 04/02/2023

  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 contact says I do not owe that much. Byrider is claiming I have accumulated interest AFTER the car was paid off by my insurance company. I have the original contract (with water ***** that has a lower sales price for the vehicle than what Byrider says. In Aug of 2022, they tried to get me to come pick up a new contract that reflected the numbers they are claiming. I refused to get the new contract because I never signed or agreed to sign any other contracts with Byrider. I want a complete billing statement that shows all records and receipts Byrider has for my account. 

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

  
  

  

  Business Response

  Date: 04/18/2023

  Please see attached.

  Customer Answer

  Date: 05/05/2023

  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. 
  
  My insurance company paid Byrider $11,549.93. My sales price was $15,295 plus sales tax ($1,231.43) which would equal $16,526.43. My service contract (aka dealer warranty) is $3,295. Please redo the math.
  
  Regards,
  
  *********************
  

  

  Business Response

  Date: 05/08/2023

  We stand by our original response and have provided ************** the detailed accounting of the payments posted to the account several times. The refund of the service contract is a prorated amount for the unused portion of the service contract in the amount of $2,686.31. 

  Customer Answer

  Date: 05/10/2023

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

  I am going to hire an attorney. And show that you are wrong. 

  
  

• Initial Complaint

  Date:03/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was repossessed. I paid the balance off. I retrieved my tags and possessions like I was told and I also paid for the insurance to be reinstated. I emailed the declarations page to the agent as well. This is my first repossession so I dont know the procedure. *** contacted CNAC at least three time within the past two weeks trying to see whats the next step is to get my car back in my possession. Every time I call I get an excuse. The agent handling my case is on vacation. I was told I have two more days left then I can retrieve the car. Today I called and a guy told me he emailed someone and hes waiting to hear back from that person. Im not sure whats going on but I paid for a car and insurance and Im not utilizing neither. Im beyond frustrated. Can I please have some help with this situation? Id like to be reimbursed for the insurance considering Im not driving the vehicle. I dont even know where the vehicle is at.

  

  Business Response

  Date: 03/17/2023

  In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of CNAC.  **************** is aggrieved at the handling of the repossession of the vehicle and the reclaim process.   
  **************** purchased a 2013 ****** Altima on October 29, 2021  from the company-owned Byrider location on ***********, ************, ************.  The vehicle is covered by a 48-month, ****** mile service contract, whichever occurs first. 
  **************** defaulted on her retail contract, and the vehicle was subsequently repossessed on February 2, 2023.  All the necessary forms and letters were sent to the address on file for *****************  On February 6, 2023, **************** contacted CNAC and expressed her interest in reclaiming the vehicle as soon as possible.  **************** was informed that she would need to bring the account current and have proof of insurance before she could do so.  She was also made aware that the reclaim could take up to 7 business days once these items were received.  **************** made the payment on February 23, 2023 and supplied the necessary insurance documents.  A transport request form was generated at that time to get the reclaim process started but due to an error in our system it was not completed until March 1, 2023.  Unfortunately there was a delay in the transport of the vehicle due to a high number of pending reclaims. **************** was back in her vehicle by March 16, 2023.
  At CNAC we strive for the highest level of satisfaction for every customer.  We apologize for the delays in getting the vehicle back to **************** and sent a $100 electronic gift card on 
  March 16, 2023 to help with any inconvenience that this matter caused.
  

  Respectfully,
  *******************
  Compliance Specialist
  

  
  

• Initial Complaint

  Date:03/04/2023

  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.

  Around 01/22/22 I made a deal with byrider to finance a 2012 dodge journey. Within that week , the wipers would automatically turn on by themselves. I notified the company, they told me to bring the vehicle back for maintenance. Within time I brought the car back for maintenance, they fixed the car and returned it back to me. A week later, the same problem reoccurred. I then took the car to the Oakridge doge center in *********,where the car has been sitting for the last four months. Byrider states they will no longer pay for the maintenance on the car . I have been making payments on this vehicle for fourteen months. The car was in the shop for nine out of those fourteen months. I've tried to get a different vehicle from them , unfortunately with no success. It's a fourteen thousand dollar car, that I've already payed six thousand on. In other words I've owned this car for fourteen months, it's been in the shop for nine out of those fourteen months . I'm also still currently making payments on this vehicle , while the vehicle is still in the shop. I'm asking for a full refund for the money that I've invested into this car. I'm looking for some help or somebody to point me in the right direction. Thank you so much for your time, have a great day.

  

  Business Response

  Date: 03/09/2023

  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 2012 Dodge Journey on January 28, 2022 from the franchise-owned Byrider location on ********************* in *******, ********.
  Prior to the complaint we have already provided assistance to **************** at  the Dodge/Chrysler dealerships.  ************** in ************, ** (local to our dealership) and ********* Chrysler Dodge in *********.  While the vehicle was in ********* at ********* Chrysler Dodge, we covered the 2 invoices in goodwill at a total cost of $2,411.37 ($441.20 + $1970.17).  We offer a limited warranty on our vehicles and do the warranty work here locally at our service shop.  We made an exception in goodwill to assist the customer regarding this matter.  Locally we covered $805.58 to assist the customer as well in good faith.  **************** has since relocated to *********.  He missed his service appointment prior to relocating where we could have looked and worked on the vehicle here locally as we do the warranty work at our service shop locally on site.  The vehicle is now at ******************** Dodge.  We have communicated with a service writer there named **************************  His latest summary is as follows when I asked for a recap and follow up:   "Of course, we haven't gotten the final diagnostic completed, there are some serious electrical issues at hand we are working to find out. We have so far found that the radiator, thermostat, wiper arm motor, and *** needed replacement. The *** was covered under a Mopar Parts & Labor warranty as that has been done before. We have no communication with several modules and are working to find the cause. We have also completed a battery replacement which ** agreed to pay for (less $50.00)."  
  While we most definitely understand 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.  We have our local service shop on site at our dealership to assist all of our customers locally where we complete our warranty work.  
  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: 03/10/2023

  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. 
  At this point im seeking to get out of this contract , I have lost money , time and so much more . The car is still in the shop and it seems like that is where it will stay . I still am seeking a full refund , i do not wish to continue paying for a car that has been in the shop 8 out of the 14 months I have had it . By rider has spent $5,000 after I have put in my own money in the car , I don't see what either of us get out of paying for a car that doesn't work . The car fax never stated any issues , they have had numerous chances to fix it and it's been futile. So I am not satisfied with their response they are okay taking months to fix a car that hasnt work since I have got it two days after driving off the lot I  continue to pay for the car I have never really gotten to use . While the car was in my possession the problem still continued even leaving me and my family stranded on the highway a couple of nights. It has been a deep inconvenience . I just want my money back and to get out of this contract .

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

  
  

  

  Business Response

  Date: 04/21/2023

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value **************** as a customer. Due to the most recent issue, where the Chrysler Dealership in his area was unable to assist with the repairs, we have come to an agreement to complete a collateral substitution of the vehicle. When we last spoke with him he was satisfied with this arrangement. We look forward to our continued relationship.

   

  Thanks,

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

  Customer Service @ **********************

• Initial Complaint

  Date:03/03/2023

  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.

  Purchased a vehicle on February 17th. Started having trouble with the car two days later, they brushed it to the side. On February 22nd I took it to three different mechanics to have it checked, they all stated the same issue from day one. When I approached the service department they told me those places have cheap code readings and they are inaccurate. My car ended up stalling in the middle of the road and had to be towed back to the dealership. A day later it was fixed from the problem everyone said was occurring but the service department dismissed. They assured me that the problem was fixed, I was able to gain access to my car again, February 27th. I noticed the exact same issue. It ended up stalling again in the middle of the road once again. I took it back March 2nd due to the same issue when I was assured that the issue was already resolved. They stated that they were going to call me back for an appointment and never reached out to the actual dealership or myself until I was face to face with them to schedule an appointment to look at the vehicle. I then went on to ask for the car facts and they stated that they did not have it and they had to wait to print it out. Every person I have encountered in this facility has dismissed safety being a main priority and also rubbed in my face the fact that when I call cooperate, it just goes back to them so theres basically no point. Poor business being ran all around.

  

  Business Response

  Date: 03/13/2023

  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 **** Fusion on February 17, 2023 from the company-owned Byrider on State Street, *********, ************. 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.
  ************ had the vehicle towed  in for service on February 24, 2023 stating the vehicle stalled out while driving.  The technician diagnosed the car and found that there were issues with the fuel pump and the fuel sensors.  The repair was completed and covered by Byrider. 
  On March 6, 2023, the vehicle was towed in again for stalling out on the side of the road.  Byrider sent the vehicle to the local **** dealership to be diagnosed at which time they stated there was a bad oil leak and the high pressure sensor was bad.  The vehicle came back to Byrider for the service center to perform the work.  Within a few days, the vehicle did stop again and when it came back in there was a low pressure sensor error.  All of the repairs were completed by Byrider at no charge to *************  
  ************ picked up the vehicle and at which time she was told we would offer her rental reimbursement since she was a new customer and we wanted to make things right.  When ************ left, she understood we were doing everything that we could to honor the Service Contract and get the vehicle repaired correctly.
  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.
  Respectfully,
  *******************
  Compliance Specialist