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

  5055 South US highway 41 Terre Haute, IN 47802

  
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  byrider

  1061 Chester Blvd. Richmond, IN 47374

  
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  byrider

  506 E. McGalliard Rd. Muncie, IN 47303

  
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  byrider

  575 Sagamore Pkwy S Lafayette, IN 47905-4737

  

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:02/02/2023

  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 purchased a car from ***** byrider in 2019. *********** **. Current and never late on any payments. But have been harassed for years by ***** byrider and ********* accusing me of expired or lapsed insurance. A complete lie. I have always s kept valid insurance meeting cnac requirements. I feel cnac deliberately sells cars hoping or wanting buyers to fail. And if you don't I believe ***** byrider creates falsehoods or issues to cause you loss. ***** byrider wants you trappedin high interest long term contracts. And feverishly tries to get you to do trade ins to keep you padding their coffers. With me and many others I am sure ***** byrider creates insurances issues when they see you are almost paid off and have not commited to another purchase. I beleive ***** byrider and afffiliates cnac and ********* need investigated and fined for deceitfull business practices. I have 109% proof my auto insuranse has never lapsed or expired.

  

  Business Response

  Date: 02/01/2023

  Hello, thank you for reaching out to Byrider/CNAC.  As part of the Byrider family in *********** *****, we are truly sorry to hear of this issue.  Since we our a ****************** we do not maintain this account.  To better serve you, your message has been forwarded to our corporate office in Indiana.  Thank you again. 

  

  Business Response

  Date: 02/07/2023

  In the case of *********************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC.   ************************** is dissatisfied by the insurance verification process in which he was contacted regarding his account.  
  
  ************************** purchased a 2011 **** on Escape on November 22, 2019  from our Byrider location on ****************** in ***********************, ************.  
  CNAC has written policies and procedures in place that govern the servicing of his retail contract and ensure adherence to all federal, state, and local regulations.  From time to time CNAC will contact ************************** to verify insurance coverage as per his retail agreement.
  At CNAC, we strive to achieve the highest level of satisfaction with every customer.  We apologize for any inconvenience ***** verifications caused **************************, and we value him as a customer.  We look forward to our continued relationship.   
  
  
  

• Initial Complaint

  Date:01/24/2023

  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.

  When I bought a **** Focus From the Byrider on West Liberty Are in ********** ** they told me that I had a bumper to bumper warranty. The location that has my car for repair refused to honor it. The documents that proved this were in the car. I believe that they destroyed them. Beyond filing this I don't know what to do. Thank you.

  

  Business Response

  Date: 01/31/2023

  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 and with the coverage of the service contract that she purchased. 

  
  ************ purchased a 2014 **** Focus on 8/19/22 from the company-owned Byrider on West Liberty, **********, **. 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 the car in for service on 1/19/23 stating the vehicle was jerking while running and would still run once the key was removed.  The technician diagnosed the car on 1/24/23 and determined the vehicle needed a Body Control Module.  This repair is not covered by the Service Contract but as a gesture of goodwill, the General Manager agreed to split the cost of the repair.  ************ stated she purchased a bumper to bumper warranty. It was explained that her coverage was limited to the drivetrain and engine and we do not offer that type of coverage.  ************ stated she was coming to get her belongings out of her vehicle.  ************ stated her original documents were in the vehicle and while in the possession of the service department, destroyed and replaced with different contracts. 

  ************ spoke with ******, the General Manager, and decided to move forward with the repair, splitting the cost of the repair with the dealership. The body control module will require programming by the manufacturer, and has been ordered and scheduled. 
  

  
  

• Initial Complaint

  Date:01/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this vehicle in Aug 2022. Since that time, I have had it in for repairs twice, for the same issue. Now will be the third time. My problem is not with the work that is done, it is with the fact it takes 2 weeks to get an appointment. The first problem was the fuel lines and pump. I was unable to drive my car for 2 weeks, waiting for the appointment. This time, it is that the fan has stopped blowing so I am getting no heat in my car. Normally this would not be a problem, however, it is the middle of WINTER and it is cold outside. My other issue is if the window freezes over or fogs up, I will be unable to drive my car. I do not understand why there is nothing open for two weeks. Is it not possible for them to leave available appointments open for such issues as this? I was advised I could just drop my car off and they would work on it when they have time. They seem to forget I still need to get to work and other places. I cannot be without a car for an undisclosed amount of time, and they do not provide loaner cars.

  

  Business Response

  Date: 01/26/2023

  In the case of ***************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. **************** is aggrieved by the appointment wait time.
  

  **************** purchased a 2012 Chevrolet Equinox on August 6, 2022 from the company-owned Byrider on **************** in **********, ****. The vehicle is covered by a 36-month, ****** mile service contract, whichever occurs first.
  

  Byrider works by appointment and works diligently to get customers into the service department as quickly as possible. **************** has an appointment scheduled for Thursday February 2, 2023. **************** was offered the option to drop the vehicle off and it would be looked at sooner, however, she was unwilling to do that.  
  

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience, and remain committed to working towards a resolution through the repair of her vehicle. We value **************** as a customer, and look forward to our continued relationship.
  

  
  

  Customer Answer

  Date: 01/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  it is not so much that I am not accepting their explanation, but more that they dont seem to understand nor respect my situation.   I cannot just drop my car off for them to work on when they may find time. That would leave me with no way to get to work.   Also, I understand they are busy, but it is the MIDDLE OF WINTER and I have no heat.  It seems they have no sense of urgency.   Perhaps if they scheduled appointments but left a few open times, they could fit people in better. 
  
  Regards,
  
  ***************************

  
  

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Check engine and gas light came on. Went payed ****** they changed gas cap and reset computer. 2 days later engine light was on again. Called for 3 days no answer and no return calls. Called *** was very nasty yelling and said we would have to pay again. I called headquarters to escalate got the *********** Van. I asked to speak to ***************** I was given to ***** after ********************************************************* loudly and said there was nothing she would do. This company has been sued for 1.5 million dollars and list and ************* also sued and won. This company needs to be shut down they are a legal scam.

  

  Business Response

  Date: 01/23/2023

  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 2016 Jeep Cherokeel on 1/13/22 from the company-owned Byrider on **************************, ********, **. 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 the vehicle in on 1/17/23 stating the Check Engine Light was on.  The technician diagnosed the issue and replaced the **** switch and the factory gas cap.  The vehicle was then driven for 8 miles to ensure the issue was resolved.

  
  **************** brought the vehicle back in for service on January 20th stating the Check Engine Light was on once again.  The technician diagnosed the car at that time and found that the **** switch was bad and needed to be replaced.  Byrider covered the cost of the repairs at no charge to the customer. 
  ********************** strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues have caused, and we value Mr. ************ as a customer.  We look forward to our continued relationship.
  

  
  

• Initial Complaint

  Date:01/17/2023

  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.

  HELLO I AM WRITING BECAUSE THIS IS JUST COMPLETE AND UTTER UNFAIR TREATMENT AND LACK THEREOF OF PROFESSIONALISM FROM STAFF ******* THAT I HAVE HAD TO SPEAK WITH INREGARDS TO MY UNFORTUNATE INCIDENT. MY CAR WAS STRUCK WHILE PARKED CHRISTMAS EVE AND TOTALLED AND I AM A PREGNANT MOTHER WITHOUT A VEHICLE AND THE LACK OF CONSIDERATION FROM THIS COMPANY IS ASTONISHING. LONG STORY SHORT THE OTHER PARTY HAD INSURANCE MY REMAINING BALANCE AFTER PAYING ON TIME AND IN FULL TIME FOR THE PAST TWO YEARS IS AROUND **** GIVE OR TAKE. THE INSURANCE IS OFFERING ****= AND THE FINANCE COMPANY IS REFUSING TO ACCEPT THIS A SETTLEMENT SINCE I AM NO LONGER WITH VEHICLE AND IS TAKING CAR OF OVER HALF THE BALANCE IF NOT THE ****** I JUST DONT UNDERSTAND IT. ALL MY YEARS AS A COLLECTION AGENT I NEVER TREATING ANY ONE THE WAY I HAVE BEEN TREATING FOR SOMETHING SO SMALL TO GET EVERY SINGLE DIME OUT OF SOMEONE THAT HAS ACTUALLY BEEN PAYING. ALL I WANT IS TO SPEAK WITH SOMEONE WITH SOME PROFESSIONALISM WHO IS WILLING TO ACCEPT THE INSURANCE OFFER AS A SETTLEMENT SO I NO LONGER HAVE TO DEAL WITH SPEAKING WITH SUCH INDIVIDUALS BECAUSE I WILL DO NOT PLAN ON EVER PURCHASING A VEHICLE WITH THEM AGAIN! THIS IS OUTRAGEOUS AND AGAIN STILL WITHOUT A VEHICLE AS WELL AS MISSED WORK HOURS BUT THIS HAS FALLEN ON DEAF EARS.

  

  Business Response

  Date: 01/19/2023

  *************************** purchased a 2011 ******* Sonata on April 10,2021 from franchise owned Byrider location on WI-164 in ********, *********.  
  ****************** reported a total loss accident involving the vehicle. The franchise owned CNAC is working with the third party insurance company, once the proceeds are received the account will be closed out. 
  At CNAC, we strive to achieve the highest level of satisfaction with every customer.  We apologize for any inconvenience this has caused ******************, and we value her as a customer.   
  
  

  Customer Answer

  Date: 01/22/2023

  Better Business Bureau:

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

   

  Thank you CNAC for confirming the close out of the account once proceeds are received from third party Progressive and for handling this matter quickly.  I appreciate whom ever it may concern that heard my plea with this situation and honored what was so deserved. I look forwarded to the finalization of this matter thank you.
  
  
  

  Regards,

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

• Initial Complaint

  Date:01/12/2023

  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.

  I purchased a car back in September 2021 since having said vehicle i have been at the shop numerous times each time my car is there weeks on end im spending more money on lyfts and ubers than my actual car. They offer no kind of help during the shop stay. My car is literally in the shop every other month their policy states all cars have quality inspections it cant if every other month they have the car . Call the head of service nothing she can do , call the finance company nothing they can do. Its hundreds of people online with the same stories everyday they say its this day of that day here i am almost six weeks later and no response from anyone. I just want my money back. I live in a nightmare everyday because of this place snd they should not be allowed to take advantage of vulnerable people that come asking gor help its a scam to get you to dign a contract in a car they know doesnt work! How many more weeks is it going to take to get an answer? I make all my payments no way your car is in a shop for almost six weeks for s 4 hour job! When they sold me the car they knew i had kids and twice we almost died because of the car just stopping in the middle if the road. Im scared and my kids are. Just look at my shop records you guys have had it more than me . Please help ive lost 2 jobs because i keep calling off cause of the car and spend wat i do have for payments. I went thru *************************************************************************** places riding the bud in the rail nd the snow with my 3 kids when i have a car . Every holiday birthday and vacation i have spent siting in my room crying because i still dont have my car this is breaking me down mentally and i dont no how much i can take. Byrider has ruined my life just please help me

  

  Business Response

  Date: 01/18/2023

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

  *********** purchased a 2013 Chevrolet Equinox on September 27, 2021 from the company-owned Byrider on *********************************************************, IN. The vehicle is covered by a 48 month/ 48,000 mile service contract, whichever occurs first.  ************ has put ****** miles on the 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.
  ************ brought her Equinox in for service on December 6th, 2022.   It was diagnosed with an internal engine issue. Byrider scheduled it for an engine rebuild which is covered under her *************** Contract.  Once we had the engine torn down, we sent the head out to a machine shop for resurfacing, which is an important part of the correct repair.  The head was out for a little over a week and was returned to us yesterday, Monday January 16, 2023.  We resumed the repair upon its return and anticipate having the vehicle done, test driven and ready for pickup today January 18, 2023.  
  

  Unfortunately, a repair of this nature, coupled with the logistics of subletting, holiday delays and delays in parts did result in Byrider having the vehicle longer than expected.  Understanding **************** transportation needs, we did our best to prioritize the repair.  We have done our best to perform the appropriate repair to the best of our ability as quickly as possible. 
  

  We spoke with *********** in depth in the office last week.  Despite our reassurances that we had prioritized her repairs and would return her vehicle as soon as possible, she was still not satisfied.  We offered to reimburse her up to $25.95/day for any rental and/or Uber/Lyft expenditures for the entire time the vehicle was here.  ************ submitted the receipts and we have a check ready for pick up. 
  

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

  
  

• Initial Complaint

  Date:01/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2014 **** escape. My credit isn't great, I do realize that my options were limited. However, after purchasing the vehicle on the way home off the lot it overheated and had to be towed back. I get it things happen, 3 weeks later same thing happens, bring it in again. Fixed.... after that, few months,the check engine light comes on, and when I fuel it up it stalls out. Bring it in they have to wait for a fuel pump to come in, that's why it's stalling, fine. 5 months later the back door won't shut, I have it secure using a bungie strap. I tell them the transmission is slipping. And they still didn't have the fuel pump ordered from 5 months prior. So had to WAIT some more, they tell me transmision is fine. while working a full time job, struggling with the one car, not being able to get a rental because times have changed since the days of ***** a day rental cars. Finally I go pick up my car, go to leave and my car Is DEAD. This is absolutely unacceptable when I have my daughters and grandchildren in this vehicle on a daily basis, and it's my livelyhoood. I have lost tens of thousands of dollars in these dealings with byrider, last but not least for sure. After all is said and done. I called them to tell them they would be replacing my battery they conveniently temporarily closed, or went out of buisness, then when I made a inquiry I was shuffled off to the dayton location byrider wich is 45 minutes from my home where I then sat with a car that will not run and then they want me to pay a 250 tow bill to get it there. They did pay the tow, kept my car for a month and a half and then charged me 200 bucks for a battery they drained, due to absolute utter ignorance. My warranty conveniently ends soon. I gather from my past experiences with this vehicle i will be having many many more trips to the mechanic, I'm a 10year employee of **** motor company transmission plant, I pay my bills. This ignorance will not be on my dime. I'll fight this ALL THE WAY

  

  Business Response

  Date: 01/13/2023

  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 2014 **** Escape September 28, 2021 from the company-owned Byrider on ****************** in *********, ****. The vehicle is covered by a 48 months / ****** 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.
  

  Service records indicate ****************** was last serviced at the ****** service location on December 5, 2022. Soon after, ****************** contacted the service center stating her vehicle was jerking. She was offered an appointment on December 13, 2022 but she did not show for the appointment. If ****************** is still experiencing issues,  we urge her to contact either our ****** location at ************ or our ************. location in ********** at ************.
  

  We cannot adhere to Ms. ******** request for an exchange or refund. Ms. ******** vehicle is covered by a 48-month, ****** mile service contract that will cover the cost of eligible repairs. Byrider has acted in good faith and will continue to stand behind the service contract.
  

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience, and we value Ms. ******* as a customer. We look forward to our continued relationship.
  

  
  

• Initial Complaint

  Date:01/02/2023

  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 a car from Byrider of Lima 10 months ago. I been having engine problems from the very first day that I bought the vehicle. I was taking it back and forth to Byrider of Lima to services performed on the car about this issue. In the beginning of November I took the car in for the same ongoing issue again and I was put in a rental so they can work on the engine. Finally the end of November they told me they was unable to fix the car and I would still be required for payments on the vehicle or I would have to take another car from them. They are still trying to collect the $391 payments a month from my bank account. I would like my money back from the 10 months and the down payment of $1500. I would also like for them not to be able to try and put this loan on my credit report. I do not want another car from them because of this issue.

  

  Business Response

  Date: 01/09/2023

  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 2013 ***** 6 on July 8, 2021 from the company-owned Byrider on ********, ****, **. The vehicle is covered by a 48 months / ****** 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. 

  
  Service records indicate that ************** has driven the vehicle more than ****** miles. Byrider has acted in good faith in repairing the vehicle under the terms of his service agreement and will continue to do so. Rental is not a covered item under the agreement but was provided in the past a gesture of goodwill. 

   

  Due to the mechanical issues that ************** was experiencing, Byrider offered to put her in another vehicle; however, she declined and decided to surrender the vehicle. 

  
  While we understand this situation has been difficult for **************, we cannot adhere to her request to release her from her contractual obligations.

   

  Sincerely,

   

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

  
  

  Customer Answer

  Date: 02/27/2023

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I reject because it was not mileage warranty issue from day one i had my car service for egine problem and jd Byrinder never could fix the issue until sent car to another shop they torn apart  and confirmed un fixable then jd Byrinder try put in another car  not what i had  and attached ***** on that loan as well. I want it be resolved not ob my credit and jd Byrinder resolved i dont owe *****. Really i want all my money back i paid every month for lemon and down payment that how i feel im dealing with  cancer they whole time as well they put me thru this mess that car could have killed me

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

  
  

  

  Business Response

  Date: 02/28/2023

  We stand by our original response, ************** did drive the vehicle more than ****** miles. Byrider has acted in good faith in repairing the vehicle under the terms of her service agreement and would have continued to do so. ************** voluntarily surrendered the vehicle. We cannot adhere to her request to release her from her contractual obligations.

• Initial Complaint

  Date:12/29/2022

  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.

  December 29, 2022 TO:CNAC FROM:********************************** and Cosigner **************************************:Account Number ************* VW Jetta purchased on October 1. 2022 Dealer Stock Number AGW432 VIN Number 3VWD07AJOEM324634 REQUESTING:Immediate Attention October 1, 2022 we purchased a 2014 VW Jetta from Byrider. 2nd week wrench light came on and I called and was told to bring car in for service to check out.Did this, and was told that something had to be reset. (No paperwork given).Before I could make FIRST payment, car was not taking off and was making a noise. Called service again and car was towed in by service after **** spoke to ****** on the phone. Service had car for 2 days, and we were told could not find anything wrong with car. When we picked vehicle up on November 3, 2022, we were told and given a paper with what was done (document attached). We were told to document if car problems happen again.November 8, 2022 while I was driving the car, ****** observed black smoke from tail pipe as I was driving.November 10, 2022 engine light came on and car was making weird noise. We took a picture of light being on.November 11, 2022 I called the service department 3 times and left messages. NO RETURN CALL as of November 12, 2022 at 1:00 pm November 12, 2022 ****** took car to Auto Zone to test. Sheet printed out on problem(s) with VW ************************************************ called our Salesman *******. ******* said he would walk a note to the service department. ****** received a call from **** and ****** told him about car problems again.Appointment was scheduled for Wednesday, November 16, 2022 at 8:30 am. November 16, 2022 took car to Byrider service for appointment. Car had to be left. While there we observed another customer in because his vehicle smelled of gas. Car finally got repaired. December 25, 2022 car problem AGAIN, EPC light came on. Cannot trust to drive the vehicle. I left message with service this morning. I have a carpayment of $510.00 due on January 3, 2023. I have no problem paying on a working automobile. December *****, 2022 After several attempts to get a phone call back from Byriders, I ended up speaking to a very helpful lady **************** in CNAC ***************** and she sending out RED ALERT EMAIL to Byrider, a man named ***** called me at 5:30pm on December 28, 2022 and said they could not get my car serviced until next Thursday, January 5, 2023. I was told that that Byrider has another service contract with someone else but I was not given this option by this *****. A car unsafe to drive since December 25, 2022. This is not right at all. A service contract of $2, ****** was added to my contract when i purchased the vehicle ********************************** ************ Buyer and ************************************* Co-signer ************

  

  Business Response

  Date: 12/30/2022

  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 as well as the appointment wait time.

  
  ******************** purchased a 2014 ********** Jetta on October 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. Additionally, each Byrider vehicle goes through an extensive inspection and reconditioning process to ensure the vehicle is in good working order prior to placing it on the sales floor. 
  

  To address the wait time to get the vehicle in for service, Byrider works diligently to get customers into the service department as quickly as possible. Most recently, ******************** contacted us on December 28, 2022, and we scheduled her for our soonest available appointment on Thursday January 5, 2023. 
  

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience, and remain committed to working towards a resolution through the repair of her vehicle. We value ************** as a customer, and look forward to our continued relationship.
  

  
  

  Customer Answer

  Date: 01/05/2023

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  I HAVE BEEN ABLE TO DRIVEI MY A VEHICLE SINCE LAST YEAR DEC

  25, 2022.  I PAID A 3RD PAYMENT SCHEDULED JAN 3 2023.

  Sorry, I would like the car replaced. 

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

  
  

  

  Business Response

  Date: 01/13/2023

  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 as well as the appointment wait time.
  

  ******************** purchased a 2014 ********** Jetta on October 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. Additionally, each Byrider vehicle goes through an extensive inspection and reconditioning process to ensure the vehicle is in good working order prior to placing it on the sales floor. 
  

  To address the wait time to get the vehicle in for service, Byrider works diligently to get customers into the service department as quickly as possible. Most recently, ******************** contacted us on December 28, 2022, and we scheduled her for our soonest available appointment on Thursday January 5, 2023.

  Ms. ********* vehicle is currently in our service department. We are replacing the engine under the terms of her service agreement. 
  

  We cannot adhere to Ms. ********* request to replace her vehicle. Ms. ********* vehicle is covered by a 36-month, ****** mile service contract that will cover the cost of eligible repairs, and Byrider will stand behind the service agreement. 
  

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience, and remain committed to working towards a resolution through the repair of her vehicle. We value ******************** as a customer, and look forward to our continued relationship.
  

  
  

  Customer Answer

  Date: 01/13/2023

  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 have been without a vehicle since December 25, 2022.  I want another vehicle.  I received a call that the transmission has to be replaced.   It will t
  I
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************

  
  

• Initial Complaint

  Date:12/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I purchased a Car on November 23,2022 .. Ive been having problems and they over charged me. Amount is ****** over one hundred thousand miles and is not worth that amount also I was told by another dealer its been in a accident and they put it back together didnt drop a dime off the amount.. stated it probably wont last a year! I think its fraudulent and I need help

  

  Business Response

  Date: 12/30/2022

  In the case of *****************************, Complaint Number: ********, we have investigated this matter with the company-owned Byrider. ************** is dissatisfied with the overall price of the vehicle and concerned with the condition of the vehicle.
  

  ************** purchased a 2017 ****** Versa on November 23, 2022  from the company-owned Byrider on ************., **********, **. The vehicle is covered by a 36-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, Annual Percentage Rate and total sales price were disclosed prior to and during closing, both in writing and orally. ************** signed a Retail Installment Contract which secures her purchase.
  

  Each Byrider vehicle goes through an extensive inspection and reconditioning process to ensure the vehicle is in good working order prior to placing it on the sales floor. Ms. ****** contract documentation signed on the day of purchase included a Vehicle History Acknowledgement form which acknowledges that she was provided with an autocheck report that states if the vehicle has ever been in a reportable accident. According to the autocheck report for her vehicle, there was no indication it was ever in an accident.
  

  The only issues ************** brought to our attention were that the speakers only work on the passenger side and the tire pressure was low on one side causing the **** light to come on. She also stated the vehicle struggled to start on one occasion. We are happy to inspect the vehicle again and any covered items will be processed under the retail agreement. ************** can call our service department at ************ to schedule an appointment.
  

  We cannot adhere to Ms. ****** request for a billing adjustment. Ms. ****** vehicle is covered by a 36-month, ****** mile service contract that will cover the cost of eligible repairs, and Byrider will stand behind the service agreement.
  

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience, and we value ************** as a customer.  We look forward to our continued relationship.