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:02/27/2023

  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.

  On Feb 10 2023 I was sold a car from JD Byrider without a key in the key phobe and when called to ask why I was not given a answer

  

  Business Response

  Date: 03/03/2023

  The franchise owned Byrider has reached out to ************** and resolved her complaint. They have provided her with the key for the fob. We value ************** as a customer and look forward to our continued relationship. 

• Initial Complaint

  Date:02/24/2023

  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 purchased a vehicle from Byrider/CNAC, and everything was going great, until I had to file for bankruptcy. I wanted to keep the vehicle I purchased from them, and I wanted to continue to make payments to CNAC during the filing process. The person I talked to at the time advised me that I couldn't make payments due to the bankruptcy, and to talk to my attorney. Unfortunately, my case was dismissed, due to an incompetent attorney and communication issues. Now they want the previous 3 months payments that i tried to give them, or they will repo my vehicle. I understand they need the payments, and i want to pay up and keep the vehicle. but the person on the phone was so rude and got me so upset that I don't want to talk to them again. I want to make arrangements to pay but I dont want to speak to anyone at CNAC.

  

  Business Response

  Date: 02/27/2023

  In the case of *********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC. ************** is aggrieved with the customer service from an associate about the past due payments he owes.

  
  ************** purchased a 2016 ******* MKZ on July 22, 2022 from our Byrider location on Broad Street in ********, ****.

  
  Upon receipt of this complaint, CNAC thoroughly investigated the account. CNAC has documented policies and procedures regarding servicing accounts to ensure all state and federal laws and regulations are followed. CNAC has programs available to help ************** to get back on track, but he will have to call CNAC at ************** to discuss payment arrangements.

  
  At CNAC we strive to achieve the highest level of satisfaction with every customer and look forward to our continued relationship with ***************
  
  

  
  

• Initial Complaint

  Date:02/15/2023

  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 2017 ******* Elantra the last of August. Within 2 weeks of buying the car. It was leaking oil in the engine. None on the ground. So we took it in to service but took us a while for them to even look at it. When they told us we they were putting a refurbished engine in it because that one was bad. We said okay but it is the only car I have so they said they would pay for a rental for that day so the car was not done by the next morning so I went to work at 5am they said it was done around 8;00 but I did not get off till 3:30 so when I went to pick it up they said I didnt come pick it up I had to pay for the rental. The service Manager was very rude to me all through this. Then about a month I have been having a few issues the oil still seems to be leaking oil slowly again. Also engine light was on and the car jerked and the RPMs were high. That since went away but still needs the transmission checked was going to bring it in while I was going on vacation. This weekend 2/15/23 but I got in it this morning and it will not start. I have made several red alerts with the company and I feel that they should work with me I have only had it 6 months and and it is the only way I have to get to work. They said I would have to pay for towing and a rental car but I feel like I got a lemon car and they dont care about their customers. I am hoping I can get a resolution to this. At least give me a working car or fix this one completely. I just dont know where to turn. If I dont have a car I can get to work with this economy. I cant afford a rental or Uber.

  

  Business Response

  Date: 02/20/2023

  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 2017 ******* Elantra on August 26, 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.
  

  ************** had to have 2 engine replacements back to back.  While we understand that this is an inconvenience to **************, unfortunately we could not have anticipated that the first engine would fail.  **************** engine replacements were both covered under her service contract therefore she had no out of pocket expenses. 
  

  We have reached out to ************** to arrange to get the vehicle to our service department for additional diagnostics and repair.  ************** is currently out of town and will coordinate with our service department when she returns.
  

  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.
  

  
  

• Initial Complaint

  Date:02/14/2023

  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.

  this car has been breaking down since the 1st day we got it and continues to do so everytime we take it in to get repaired we get it back with another issue not related to the original visit it happens everytime and they do nothing to resole the issue they just blame us even though the issue didnt exist until they worked on the car each time i would like a diffrent car a full refund somthing needs to be done

  

  Business Response

  Date: 02/22/2023

  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 2009 ********** Routan on December 11, 2019 from the company-owned Byrider on ***********************************, ***********, **. 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.

  
  The vehicle was serviced on January 18, 2023 with complaints of a popping noise and being unable to turn the wheel.  The technician diagnosed the vehicle at that time and found issues with the ac compressor, ac receiver dryer, serpentine belt, heater hose and transmission mounts.  These repairs were not covered under the service agreement and the cost of the repairs were $1,762.54.

  
  On February 14, 2023, the vehicle overheated and was towed to the service center.  The heater hose installed in January failed causing the vehicle to overheat.  The customer was not billed for this repair.  The customer picked the vehicle up from the service center on February 15, 2023.  

  
  Byrider strives to achieve the satisfaction of every customer. ********************** has acted in good faith and honored the service agreement so we are unable to honor the request of placing the customer into a different vehicle or issuing a refund for the repair .  We apologize for any inconvenience the repairs have caused and value ************** as a customer.  We look forward to our continued relationship.

  
  Sincerely,
  *******************
  Compliance Specialist
  

  
  

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2013 ****** altima from them March of 2021 for ******. From the day I bought it I have had nothing but problems. The day after I bought it the check engine light came on. Next the control arm broke when it was just inspected in March. From that point on I've had 2 transmissions put in. It is going back in for the 3rd. I was just suggested to report to the bbb about it

  

  Business Response

  Date: 02/21/2023

  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 ****** Altima on *******************; from the company-owned Byrider on **************** in **********, **. The vehicle is covered by a 48 month, ****** mile service contract, whichever occurs first. **************** has put approximately ****** miles on her vehicle since purchase.
  

  While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.
  

  In May of 2022, ****************** transmission was replaced.  Unfortunately, in July of 2022,  the transmission failed and was replaced once again under the service agreement. While we understand that this is an inconvenience to ****************, unfortunately we could not have anticipated that the first two transmissions would fail.  ****************** transmission replacements were covered under her service contract therefore the only out of pocket expense for these repairs was her $50 deductible. Her vehicle is currently at the ************ service department awaiting the delivery of the replacement transmission. We anticipate having ****************** vehicle back to her by the middle of next week.
  

  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.
  

  
  

• Initial Complaint

  Date:02/10/2023

  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've been driving the jeep since being of October I haven't had any issues with the vehicle until December. Car started making a weird sound then started to drive funny so I took it to a shop in town called muffler brothers. They found that byrider sold me the jeep with the wrong ************* on it and thats why i was having the issues. I went through this shop and paid for a ************* and a clamp outnof my own pocket thinking this would fix the issue. The shop put the 2 parts on the jeep and they found the were not going to work because the differential was messed up from me driving around with the original wrong ************* on the vehicle. I ended up call byrider and let them know what was wrong with the vehicle. They had me tow it to a transmission specialist. The vehicle has now been sitting for over a week. The transmission specialist has given them an estimate. I called byrider and there employees are extremely rude and won't help. They want me to do there jobs for them and find out why they haven't received the estimate. I called ammco were the vehicle is they told me they sendt byrider the estimate 3 times and they haven't gotten a response. So I called byrider warranty department again. They swear they don't have the estimate and that I need to call and figure were it's at. I've called byrider no one will call me back and no one will help me get back into my vehicle. I'm expected to make payments every 2 weeks on a car that I don't have and the refuse to help me get fixed. No one is responding and I'm on the verge of loosing my job which will hender me from making the payments. The warranty department is very rude and they will not help and I literally do not no what else to do to get my vehicle back and running.

  

  Business Response

  Date: 02/15/2023

  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 2011 Jeep Liberty on August 31, 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.
  

  **************** took her vehicle to ******* Brothers, who diagnosed the vehicle and informed the customer that the CV axle was installed incorrectly.  **************** then contacted Byrider to inform them of the issue. Byrider suggested towing the vehicle to a transmission specialist AAMCO to have the vehicle inspected by a third party vendor. 
  

  Byrider reached out to AAMCO and spoke directly with the tech/service writer to find out if the part was defective or installed incorrectly. Per AAMCO, someone installed the CV axle incorrectly which may or may not have caused damage to the differential. He is unable to confirm the extent of the damage until he can tear down the axle to assess any internal damage. He stated he told the customer differential might not be damaged but was only bringing it up as a precaution.  
  

  Upon reviewing the service history for this vehicle it was determined that the CV Axle was not installed at Byrider.  Byrider suggested to **************** to reach out to the shop that installed the CV Axle and speak to them about either correcting the error or a possible reimbursement.
  

  
  

  Customer Answer

  Date: 02/15/2023

  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:02/06/2023

  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 car April of 2022 and a couple months later started having problems with it and its under warranty with Byrider . I have had it at there shops at both locations ****** and central before it closed down it started with a Cadillac converter and they said they was going to clean it free of charge but they shut down out of nowhere and I had to go to ****** so ****** charmer to have it cleaned like 50$ I think and that didnt work so it went back in to there shop because it wouldnt start and this was the end of December they then told me my motor was blown that I had to pay the 50$ for the warranty for a new motor plus almost 800 for the converter they then gave me the car back and it drove for 2 days and wouldnt start on the third day I then payed for a tow again to there shop and was told it was my battery cables and it should be fine I could come get it later that day then they called me back that day and said they wanted to keep it and look at it because it was delayed start so then today 2/3/23 I was told it was a wire by the whirring harness and they fixed it and that I could come get it they would leave the keys in it because they was closing early so I then payed for a Lyft to get it got there in the freezing cold with my daughter for the car not to start then waited in the freezing cold for another Lyft I payed for they had my car over a month putting a motor in it all this time I been making payments on a car I cant drive they dont help with a loner car Im missing work and doctors appointment for my daughter this place had done nothing but put me in a big hole then I was already in seeking there help with a reliable car to get to work and I havent had one

  

  Business Response

  Date: 02/04/2023

  This complaint belongs to a different franchise of Byrider located in ****.  Please redirect this complaint to the appropriate Byrider franchise.  Thank you.

  

  Business Response

  Date: 02/09/2023

  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 2010 ****** Impreza on March 19, 2022 from the company-owned Byrider on ************************************************. The vehicle is covered by a 36 month /36,00 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 the car in for service on May 3, 2022 stating the Check Engine Light was on and that she was hearing a grinding noise when she went to make a turn.  The technician diagnosed the car at that time and found the serpentine belt needed to be replaced and there were issues with the catalytic converter.  The warranty would cover the belt being replaced but the catalytic converter work would be at Ms.****** ******* which she declined.
  On October 24, 2022, ************** brought the vehicle in because the Check Engine Light was on again.  The vehicle was diagnosed and it was determined that the coil pack and spark plugs needed to be replaced.  The repair was completed but unfortunately ************** had to have the vehicle towed in the next day.   At that time it was determined that the aftermarket spark plug wires were not fitting properly so factory wires were installed.  
  On November 18, 2022, ************** called and spoke to the service manager stating she was promised that the catalytic converter would be replaced free of charge.  *********** manager explained there was nothing in the service history that indicated this but it did show that the catalytic converter was discussed back in May 2022 and that a cleaning may be necessary but at a cost.  *********** manager stated he would be willing to split the cost of a converter cleaning with her but that it may not fix the problem. The cleaning was completed at that time and ************** was charged $53.88 which was less than half of the cost of the repair.
  On December 7, 2022, the Check Engine Light was back on with code P0420.  It was explained to ************** that it was the catalytic converter and it would need to be replaced.  The cost of this repair would be $786.99.  ************** declined the repair.  
  On December 28, 2022, the vehicle was towed in for a no start condition.  The codes indicated that the engine had failed due to the catalytic converter and caused extensive damage to the spark plugs and the fuel injectors.  Further diagnosis showed the oxygen sensor and resonator were also damaged.  Overall, the shop installed a catalytic converter, engine, thermostat, spark plugs and an oxygen sensor and ************** was charged $900.  The car was taken on two test drives (approximately 25 miles) after the repair was completed at which time it was driving properly.
  The vehicle is currently in the shop now as it would not start even after receiving a jump.  It is being diagnosed and preliminary results show one of the fuel injectors may be the cause.  *********** manager spoke to ************** on February 8th about this and stated once the final diagnosis was completed he would reach out to her.  He also told her he is willing to work with her on the price because of the financial difficulties.
  Byrider strives to achieve the satisfaction of every customer. ********************** has acted in good faith and honored the service agreement.   We apologize for any inconvenience the repairs have caused and value ************** as a customer.  We look forward to our continued relationship.
  Sincerely,
  *******************
  Compliance Specialist
  
  
  
  

  
  

• Initial Complaint

  Date:02/06/2023

  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 July 27, 2022 I financed a 2013 **** Focus through **** Byrider's ****** location on ************************* after them boasting of putting their vehicles through a "full, detailed vehicle inspection process to make sure it's in great shape". Not long after having the vehicle I started encountering numerous issues. One issue more specifically I noticed I had to have my tires changed one by one at alarming rate. in November and December it got increasingly worse. I had constant issues with my tires constantly being destroyed and having to be replaced. I took my car in to have an alignment done thinking that *** be the problem only to be told that I needed $2,600 worth of work that needed to be done because my car was dangerous to drive. They stated "Technician found that both front lower control arms are bad and need replaced, bushings are completely dry rotted causing the tires to wear bad to the inside and currently have steel cords coming through." Also I had always noticed that my car seemed to slightly loose power when I accelerated, but never having such a small car before (in my ignorance) I assumed it was just because it was a smaller engine that didn't have much power. but at this same visit to the technician " the bottom of the car is covered in oil, tech found that the back of the valve cover is pouring oil and needs replaced" which when I picked up my vehicle he told me that was not an issue that was new, it had to have been going on for a long time. Which I found that loss of power I felt was gone once it was fixed. All of these issues I had with the car are all problems that should have been noticed in this "full inspection" they claimed to have had. And now I currently have an issue with the transmission that seem to be associated with a recall on the vehicle that I feel I should have been informed on. So at this time I am faithfully paying on a vehicle that I can't safely drive and had to get a loan to pay on problems that I find byrider gave me.

  

  Business Response

  Date: 02/06/2023

  This is not a customer of our **** franchise locations and therefor I do not have access to this account. Please forward to ******************************************.

   

  Kindly,

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

  

  Business Response

  Date: 02/13/2023

  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 **** Focus on July 27, 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.
  It appears ****************** took her vehicle to ******* Tire and ************ in ****** ** so we apologize, but we were not aware of the issues that ****************** was experiencing. 
  Upon receiving this complaint, our Service Manager at the ****** ** store reached out to ****************** to discuss the repairs that were completed and request receipts for reimbursement.  The customer paid $2592.30 in which $1569.76 would have been covered under her service agreement.  A reimbursement claim will be submitted and ****************** should receive a check within ***** days.
  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.
  
  

• Initial Complaint

  Date:02/05/2023

  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.

  Purchased 2015 Chevrolet **** July 18,2020 dealership provided a one (1) page carfax showing no problems to the car. Four (4) days after purchase (July 22) vehicle needed repair. The Belt was changed 3 times within four (4) months. The car needed repair at least nine (9) times in a one & one-half year period. During that time vehicle was not driveable for 3 months. JD Byrider turned me over for collections which I understood, but now they claim I did not turn the vehicle back in. The tow truck driver when he returned the vehicle took a video picture of the delivery and my mother called ******** at JD Byrider to let her know the vehicle was being delivered.Repairs totaled somewhere between $1,000 to $2,000. Receipts are available if needed, as well as the name and phone number of tow truck driver that delivered the vehicle back to Byrider.

  

  Business Response

  Date: 02/13/2023

  In the case of ***********************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the Byrider location in ******, **************. ****************** is questioning where her repossessed vehicle is located.

  
  *************************************** purchased a 2014 Chevrolet Cruze on July 18, 2020 from the franchise-owned Byrider on **************** in ******, **. ****************** defaulted on her retail installment contract, and subsequently her vehicle was repossessed on January 19, 2023. The vehicle was brought to an offsite CNAC location and is scheduled to be sold at auction on February 24, 2023. CNAC has made multiple attempts to contact the customer but have been unable to reach *******************
  

  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 her retail contract.
  

  
  

• Initial Complaint

  Date:02/04/2023

  Type:Product 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.

  12/9/2022 to 12/13/2022 car in for service. Power steering unit making noise,hard to steer and leaking fluid in my garage and driveway. Paid $50 for warranty work. Returned to shop 12/19,23rd and 28th still leaking and making noise. Each time shop refilled unit with fluid. Returned vehicle to shop for the same problem 1/19/2023 for the same problem. Picked up the vehicle 1/24/2023. 1/30/2023 having same problem.

  

  Business Response

  Date: 02/13/2023

  In the case of *********************************, complaint number ********, we have investigated the matter with the full cooperation of the company-owned Byrider.  ******************** is aggrieved by the mechanical difficulties he is experiencing with the vehicle.
  

  ******************** purchased a 2008 Buick Lacrosse on December 13, 2019 from our dealership on ************ in *******, **.  The vehicle is covered by a 48-month, ****** mile service agreement, whichever occurs first.  
  

  While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.

  ******************** brought his vehicle in for service on December 9, 2022.  Byrider replaced the power steering pump and steering rack.  ******************** paid his deductible of $50 and all other costs were covered under his service agreement. Unfortunately, the power steering pump failed on January 30, 2023 and Byrider covered all costs to replace the pump. 
  

  At the time of this complaint, we were not aware of any additional problems ******************** was experiencing.  We reached out to ******************** and he has an appointment with an outside vendor tomorrow February 14, 2023 to have his vehicle diagnosed.  We have informed ******************** that we will cover the diagnostic fee and the cost of any repairs that would be covered under his service agreement. 
  

  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: 02/16/2023

  Better Business Bureau:

  At this  time negotiations are on going. Expect a conclusion by end of day 2/17/2023 and I will advise you of the results then.  I really appreciate your assistance with this  matter. 

  
  
  

  Regards,

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

  Customer Answer

  Date: 02/17/2023

  Better Business Burea
  
  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. 
  c/
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************

  I am willing to pay 50% of cost of hoses not to include labor 

   

  
  

  

  Business Response

  Date: 02/24/2023

  We have agreed to have the vehicle evaluated at a third party vendor. ************************ service agreement covers $588.71. Byrider has agreed to waive the deductable and cover $350.00 hoses and the $168.38 diagnostic fee. Totaling $1099.09. Byrider has worked with ******************* in good faith. ************************ cost of the repair at the 3rd party vendor would be $403.02. Per our last conversation with ********************, he has agreed to move forward with the 3rd party vendor and Byrider's payment offer.

  Customer Answer

  Date: 03/03/2023

  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,

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