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:11/21/2022

  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.

  Let me just start off by saying I am aware that my first mistake was getting a car through Byrider However, I was desperate! I needed transportation for work and had been caring for an infant so a car was a necessity at the time but I really do not need to explain. From the first few days there has been issues eight days into having the car We went to a softball tournament (myself, *****, *******, and 3 month old Dream) and noticed my car wouldnt accelerate... I immediately called the dealership to explain what was happening and see if they knew what the problem could be. I was told I caused this because I pump gas with my car running ???? which I knew was absolutely not the case. I reached out to my aunt and she was concerned that with the car having a CVT transmission this could be the issue?. Hours later we LITERALLY COASTED Home for my car to come to a complete stop on 51 near ******************* Terrified (because I had a baby), mortified because I literally hadnt had this car 10 days by this point, and frustrated we sat on the side of the road for 6 hours!! Eventually, the tow truck came we were able to have it towed to byrider they put me in a rental and Id say a week later I had my car back with a USED transmission in without telling me how many miles were on it. Fast forward to a few days ago I could tell my car isnt accelerating when hitting the gas or trying to go up even the smallest hill so I reach out and come to find out the Byrider. I got my car from is now closed so I had to call Byrider ******** where I was told that I can bring my car there but there is no telling how long it will be there, and they will not help me into a rental. This has been less than a year two transmissions gone in a car. Am I crazy for thinking I should be accommodated for an issue that is on them? I should have to pay for an unreliable vehicle as well as a rental to continue to get to and from my job?

  

  Business Response

  Date: 11/23/2022

  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 2015 ****** Juke on April 14, 2022 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.

  The vehicle must be brought into the service center to be evaluated. Although the location she purchased from is now closed, ****************** has agreed to have the vehicle towed to our *********************. location this week. Byrider will stand behind the service agreement.
  

  We would like to consider this matter as resolved and would appreciate your agreement with this resolution.

  
  

  Customer Answer

  Date: 11/23/2022

  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 should not be carless for weeks because of byriders carelessness. I am paying for a car I cannot drive and its not my fault. Twice in less than a year two transmissions I need to be put into a rental or car off the lot to drive until my is done.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:11/18/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I acquired a 2010 ***** CX-7 in late august. I had no down payment but I had a decent job making $24 an hour. The way they set up my payments is a $2000.00 down payments every two weeks at $400.00. Once the down payment is paid the payments of $253.00 every two weeks would begin. So I got behind two payments because of marital issues. I have the money to catch the payments up and stay caught up now but they dont want money they want the car back.

  

  Business Response

  Date: 11/29/2022

  In the case of *******************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC. 
  ******************* purchased a 2010 ***** CX- on August 27, 2022    from the ****owned Byrider location on US-60 in *************, *************.  The vehicle is covered by a 36-month, ****** mile service contract, whichever occurs first. 
  The franchise owned Byrider/CNAC has written policies and procedures that govern the sales and underwriting processes.  The terms of the retail contract, including the payment amount, APR and total sales price were disclosed prior to and during closing, both in writing and orally.  
  ************ defaulted on his retail contract. The franchise owned Byrider/CNAC has tried to contact ************ since receiving the complaint from your office but has been successful.  
  At CNAC we strive for the highest level of satisfaction for every customer.  While we sympathize with Mr. ***** predicament, he did default on his retail contract. We urge him to contact CNAC to resolve the situation. 

• Initial Complaint

  Date:11/14/2022

  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.

  We purchased a 2012 ****** Highlander from **** ******* in Colerain, **** on March 27, 2021 for $19,969.38. I called in the end of April with a complaint of the vehicle dying off while driving. I was told they couldn't get us in until June *************************************** the meantime. The car was serviced June 7, 2021 for a total of $442.21. During this service they told us the car was burning an excessive amount of oil and that was "normal". We didn't get the car back until July 2, 2021. The car was driving normally, but was still burning oil so we had to add 9 quarts between each 3k mile oil change. In March 2022, the car wouldn't accelerate and was slipping. Was serviced March 21, 2022. Didn't get the car back until April 15, 2022 for $500. In September, the car was dying off again and blowing black smoke. Serviced September 8, 2022 and returned September 29 for $210.48. The problem wasnt fixed so it was taken back September 30 and returned to us September 30 for $261.30. Since then until approx. October 26 they required weekly oil tests to be done. This wasn't working and they said they would replace the engine. November 2, 2022 was taken for service "under warranty" with an estimated return of the last week of November. They only cover $25.95/day up to 5 days for rental coverage. Average rental is $60/day. This is our only transportation to work. They will have had our vehicle for 15+ weeks. We have attempted discussion and they are not interested. We are seeking reimbursement for all previous work that didn't fix the issue ($1413.81) and rental coverage or loaner vehicle during this time. Additionally we would like a prorated payment for our bill due to non-use for 15 weeks due to mechanical failure not fixed in a total of $1567.50.

  

  Business Response

  Date: 11/18/2022

  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 the vehicle.

  **************** purchased a 2012 ****** Highlander on March 27, 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.

  **************** brought his vehicle in for service on June 29, 2021.  We replaced the coils, plugs and wiring harness.  These repairs were not covered under his service agreement.  At that time, we advised the customer that the vehicle is burning oil at a normal rate for that Year and Mileage and to continue to monitor levels. Vehicle was picked up on July 2, 2022.

  **************** brought his vehicle in for service on April 6, 2022 stating poor acceleration.  Diagnostics showed the Catalytic converter was clogged.  We replaced the transmission filter and Catalytic converter. The Catalytic Converter is not covered under his service agreement.  Vehicle was picked up on April 15, 2022.

  **************** brought his vehicle in for service on September 23, 2022 with a check engine light on.  We performed a top end engine clean (which included Valve Cover Gasket, PCV Valve, Spark Plugs, Intake Manifold Gasket and Oil/Filter). Total cost was $654.18. ****************** out of pocket expense was $210 and the remainder was covered under his service contract.  Vehicle was picked up on September 29, 2022.

  Unfortunately **************** did have to return the next day September 30, 2022 because the check engine light came back on.  We determined that one of the coil packs went bad and had to be replaced. This was done at no cost to **************** and the vehicle was returned the same day.

  **************** reached out to our service department on October 24, 2022 and stated the vehicle was doing the same thing.  ***************** drove the vehicle to our service **** on November 2, 2022. The engine did not fail; however, we determined that it would be in his best interest if we went ahead and replaced the engine while it was still covered under his service contract.   The engine has been ordered but unfortunately, it is difficult to get parts quickly due to unprecedented delays in the supply chain and we are waiting on the engine to be delivered.

  **************** was informed that his service agreement does not offer loaner vehicles; however, we will reimburse for rental up to $26.95/day while the vehicle is in service.

  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.
  

  Customer Answer

  Date: 12/02/2022

  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.]

  Absolutely nothing has been resolved! The vehicle is STILL in the repair shop. It's been there since November 2nd (this time). There is no real communication. 

   

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

  
  

  

  Business Response

  Date: 12/06/2022

  While we understand **************** is upset about ************** issue. I must reiterate that the engine did not fail.  The decision was made to be proactive by replacing the engine while it was still covered under his service contract.  Per the service center, the  engine was received on Friday November 25th and that the work is scheduled to start this week (December 5th).  We have made several attempts to keep **************** abreast of the situation.  Phone calls made on 11/14, 11/18, 11/25.  Messages are left when **************** is unable to pick up the phone. 
  

  Byrider strives to achieve the satisfaction of every customer.  We are sorry to learn that **************** is still dissatisfied with his experience; nevertheless, we stand behind the service agreement but are unable to adhere to his request for a refund of $1413.81. 
  

  
  

  Customer Answer

  Date: 12/06/2022

  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.]

  After speaking with the service department on 12/5 and finding out that they haven't even started working on the car this is ridiculous. We have only this for transportation to and from work and have since been paying family and friends for rides for now 5 weeks while our car has been worked on only to find out nothing has been done yet. I think it only fair at this point to at least refund us. At this point we have had the vehicle for 21 months but it has been in for repairs for over 4 months of this time! We are literally paying a car payment and insurance for a vehicle we can't even drive. 
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:11/14/2022

  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.

  In June of 2021 I purchased a 2011 Jeep Compass from the Byrider on **************** in **********, **. The salesman told me "The vehicle was well maintained and cared for by the previous owner" which was a total lie, but allow me to explain. Almost immediately I began to have issues starting with the Heat and A/C of the vehicle, which the A/C for most would be a minor inconvenience, but my fianc has medical conditions where if she gets too hot or cold she begins to have seizures back to back until her body temp regulates, so it was a needed feature. After "fixing" both they once again in went out, but this time the Heat went out in 25 degree weather (and still remains unfixed). Then the serious issues began which was: catalytic converter, Every Solenoid, ************** ***** steering pump, Wiring harness, intake manifold, tie rod ends, Head gasket, A/C compressor. In most cases listing all the problems above the vehicle would be considered "unrepairable" but they continued to "fix" my vehicle and returned it to us only to have more issues arise. Now we are in November and the heat is still not fixed and the transmission is beginning to slip. The West Liberty Byrider as of 10/31/2022 has shut down and now they are trying to make me go over an hour away to have my vehicle looked at which is unacceptable. Not to mention my fianc's medical conditions and the fact that she has had to miss appointments because of the incompetent work of the "service techs" at byrider. Therefore with everything being stated I don't WANT I NEED a vehicle replacement or I will be seeking legal action via the Mag-**** law to ensure I get the outcome I am looking for, and afterwards I will be taking my business elsewhere. I NEED A MY DESIRED RESOLUTION ASAP Or I will also be contacting local news stations and posting this story everywhere on social media to ensure I tarnish the name of BYRIDER.

  Customer Answer

  Date: 11/16/2022

  Yes. The vehicle is under warranty but the technicians cannot seem to fix the issues due to the fact the same issues or very similar issues keep arising. I need a replacement vehicle or legal actions will be taken. Thank you

  

  Business Response

  Date: 11/18/2022

  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 2011 Jeep Compass on June 10, 2021 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.
  

  Upon reviewing the service records for Mr. ********** vehicle, it was determined that there had been multiple visits for the same repairs.  In a gesture of goodwill, the company owned Byrider will take the vehicle back and release Mr. ******** from his contract obligation. 
  

  We have spoken to Mr. ******** regarding this and he said he will let us know by Monday November 21, 2022 if he would like to return the vehicle.  If he chooses to keep the vehicle, we would be more than happy to address any mechanical concerns he is experiencing.
  

  
  

• Initial Complaint

  Date:11/14/2022

  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.

  I PURCHASED A 2014 **** FOCUS THROUGH BYRIDER AT THE CENTRAL LOCATION WHICH IS NOW CLOSED & HAD TO GO THROUGH ****** WHO DECIDED TO STAY OPEN, MY ***'S TRANSMISSION IS DONE FOR & NOW THE BATTERY IS COMPLETELY TO WHERE EVEN A JUMP START WON'T START IT, WHICH HAS CAUSED ME TO CONSTANTLY CALL FOR MANY DAYS OFF OF WORK OR SHOW UP LATE WITH OTHER PEOPLE HELPING ME, I DO HAVE A WARRANTY ON IT CURRENTLY BUT THEY WILL NOT HONOR IT FOR WHATEVER REASON & AM STILL TRYING TO MAKE ME PAY FOR IT LET ALONE PAY THE TOWING FEE, I DID SAY I WANTED TO JUST HAVE IT REPOSSED BECAUSE OF THIS & NOW I'M HEARING THAT THEY CAN GARNISH MY WAGES, IN WHICH I CANNOT AF**** FOR THEM TO DO SO I WANTED TO SEE WHAT COULD BE DONE TO STOP THEM FROM BEING ABLE TO NOT HONOR WARRANTIES BUT YET THREATEN PEOPLE TO GARNISH WAGES FOR A *** THAT CANNOT BE DRIVEN BECAUSE OF THE CONDITION IT IS IN, IN WHICH BECAUSE OF THIS, I NO LONGER HAVE ANY SOURCE OF RELIABLE TRANSPORTAION. THE ***** OF A BRAND NEW TRANSMISSION IN WHICH IT WILL EVENTUALLY NEED IS ALMOST THE ***** OF A BRAND NEW ********** SAD THAT ALP THEY SEEM TO ***E ABOUT IT MONEY INSTEAD OF THE ACTUAL CUSTOMER & THE **** I **** THROUGH WITH THEM IS *********** AREN'T ANY HELP EITHER & HAS THREATENED TO HAVE MY WAGES GARNISHED IN WHICH I CANNOT AF****, HOWEVER, IT IS BYRIDER WHO WON'T HONOR MY WARRANTY THAT IS STILL CONSIDERED VALID AT THIS POINT, BUT I NO LONGER WANT THE *** SINCE I CAN'T DRIVE ******* WOULD NEED TO BE TOWED DUE TO THE CIRCUMSTANCE OF ****** CAN'T AF**** TO HAVE IT TOWED EITHER & THAT'S ANOTHER THING THEY ARE TRYING TO DO INSTEAD OF JUST PICKING IT UP THEMSELVES, I JUST WANT OUT OF THIS SITUATION PLEASE & THANK YOU!

  

  Business Response

  Date: 11/21/2022

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

  
  **************** purchased a 2014 **** Focus on September 21, 2021 from the company-owned Byrider 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.

  
  The vehicle must be brought into the service center. Byrider will stand behind the service contract. However, it has to be evaluated first. Although the original location she purchased from is now closed, **************** should contact our ****** location at ************ to make arrangements.

  
  We would like to consider this matter as resolved and would appreciate your agreement with this resolution.
  

  
  

  Customer Answer

  Date: 11/21/2022

  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:11/10/2022

  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.

  I was sold a car from Byrider the bridgeview ** location in April 2021 the can had nothing but issues since day one purchased an extended warranty with the vehicle they refused to fix it so I voluntarily gave them the vehicle back the car has frame damage was lied to that It was never in a accident I should not be responsible for the vehicle at this point I want all my money that I paid on the vehicle refunded and taken off my credit report there was no customer service or attempt to fix the situation

  

  Business Response

  Date: 11/18/2022

  In the case of ***********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider.  ************** is dissatisfied with some mechanical issues he has stated he is experiencing with his vehicle and states we sold him a car with frame damage from an undisclosed accident.  

  
  ************** purchased a 2014 Chrysler 200 on April 24, 2021 from the company-owned Byrider on ************* in **********, ********. The vehicle is covered by a 48-month, ****** mile service contract, whichever occurs first. 

  
  Records show that ************** has never been in for service at any Byrider location. We have attempted to contact **************** to discuss his concerns without success.  We would encourage him to contact us to discuss a resolution.  

  
  We apologize for any inconvenience that any mechanical issues he is experiencing may be causing and we remain committed to working towards a resolution through the repair of his vehicle. 

  
  **************** contract documentation signed on the day of purchase included a Vehicle History Acknowledgement form which acknowledges that he was provided with an Autocheck report that states if the vehicle has ever been in a reportable accident.  According to the autocheck report for **************** vehicle, there was no indication it was ever in an accident.  I have enclosed a copy of these forms for your review.
  

  
  

  Customer Answer

  Date: 11/22/2022

  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:11/07/2022

  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.

  I bought this car in January and it has been riddled with problems needing repairs many repeated and major/dire things for the car to operate. This car has been chaos for me and I am worried about what will go wrong next as this seems to be a ticking time bomb of needed repairs. My loan is only for $16,000 and they've already had to put at least 30% of that into the car for repairs and it's not even been a calendar year.

  Customer Answer

  Date: 11/08/2022

  My car did come with a warranty, ****** miles. *** repairs I have to pay a $50 deductible and a $30 or $50 diagnosis fee but if it's for something that they've already fixed before that's still acting up its covered free of charge.

  

  Business Response

  Date: 11/14/2022

  In the case of *******************************, Complaint Number: *******, we have investigated this matter with the full cooperation of the company-owned Byrider.  ****************** is dissatisfied with the mechanical issues he is experiencing with the vehicle.  
  

  ****************** purchased a 2015 Chevrolet Captiva on January 13, 2022 from the company-owned Byrider location on ************* in **********, **.  The vehicle is covered by a 36-month, ****** mile service contract, whichever occurs first.  
  

  ****************** brought his vehicle in for service on November 8, 2022.  It was determined that the vehicle needed a wheel bearing, control arm bushings,  and tie rods which are all covered under his service agreement.  Mr. ******** vehicle is complete and he picked the vehicle up on Friday November 11, 2022. 
  

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

  We apologize for any inconvenience the mechanical issues may have caused, and we value ****************** as a customer.  We look forward to our continued relationship.
  

  
  

• Initial Complaint

  Date:11/04/2022

  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.

  i just bought a car a 2014 *********** from JD Byrider in ********* **** on 10/26/22. Next morning at arounf 630am the check engine came on. I called them and took car there. they did a quick check and could not figure out issue so wanted to run a block test. So they got me a rental car. I have had to call several times to get update they have not called me and I had to either leave a message with no call back or call them. And in that time found out that location was being closed. And then few days ago they tell me there was a coolant leak but could not figure out where was coming from. Then today I again had to call them to get update and still no info. I also got call from finance company saying first payment due today. I explained the situation and that I do not have the car and should not be responsible for paying on a car I havent even had 12hours, I also told the service lady at Byrider same thing. I also asked the service lady to get someone from corporate to call me, they should be responsible for paying for first payment due to the lack of responsibility, customer service, and distrust. I am now afraid to drive the car I purchased and the price I am paying for it is ridiculous. I am about to tell all of them to eat the car and or give me something else. I am a single mom who needs a vehicle a reliable vehicle and I feel like they took advantage. I feel like a got *************** over. the salesman sucked very cold and not personable. Now I know why the **************** closed. I am so ****** and concerned at this point. I do not know if I trust that service **** working on my car. I also asked why I never got call on closing she said they sent emails but I didnt see one. And she said they been swamped because of getting things ready only have 30 days to clean up and limited service crew. (not my problem).They had my car before that even happened.

  

  Business Response

  Date: 11/07/2022

  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 Chevrolet Cruze on October 26, 2022 from the company-owned Byrider on Fairfield Rd **********, ****. 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 October 27, 2022 stating the Check Engine Light was on.  The technician did a quick look over and was unable to locate the issue.  Further diagnostics were required. The technician diagnosed the car on November 4, 2022 and found that the Oil Cooler and lines behind the Turbo were leaking.  Vehicle was transported over to ********************* (Chevrolet Dealer) on November 4, 2022 for repairs.  Byrider is covering the cost of the repairs. 
  

  On November 4, 2022 once diagnostics were complete, ****************** was contacted and given a status update.  She was told that the repairs should be completed by Tuesday 11/8 and if any further issues arise, she will be contacted.
  

  ****************** was offered a rental car through Enterprise and did indeed pick up the rental car the same day she dropped her vehicle off for service October 27, 2022.  Byrider is covering the cost of the rental; however, ***************** did have to put a $50 deposit down on the rental which will be reimbursed to her once the rental is returned.  

  
  

  Customer Answer

  Date: 11/09/2022

  Better Business Bureau:

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

  Regards,

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

  Customer Answer

  Date: 11/09/2022

  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 am still dissatisfied with Byrider because I still do not have my car its 11/9/22 236pm and was told be ready no later than 11/8/22. And still no update on my car. I am still having to call them about updates which I did Monday 11/7/22. Their customer service is horrible I should not have to reach out to them they should fill me in on whats going on. I want them to pay at least my first months payment on my car if not more for inconvenience and horrible customer service and dishonesty and or give me a new car from a different reperal dealership at the same price and miles ***** has or less. Yes they are paying for a rental and for work to be done as they should but thats nothing compared to me just buying the car not even driving for 3 total hrs and still over a week later still dont have it. And I want it checked by a certified mechanic. I do not have alot of faith in this company nor the cars they have. I believe they took advantage of me and they sold me a crappy car. And I was not told they were closing until Friday after I dropped my car off to get fixed. I had to say something about it. So now where am I supposed to take my car if needs service again because no one there is very informative. And I have asked for corporate to call me several times and was told by service lady she sent 2 emails to them and still nothing. And I wish I would have known about the lawsuits against them because I never would have gone to Byrider and the complaints about their corporate office. Obviously customer service is not a priority with **********************.

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

  
  

  

  Business Response

  Date: 11/15/2022

  
  **********************, one of our Regional Managers spoke with ****************** on November 10th to provide her with an update.  ****************** was informed that while ********************* (Chevrolet Dealer) was in the process of replacing the oil cooler lines, they discovered the Turbo also needed to be replaced.  ********************* was not able to give us an eta on when they would receive the parts.  On November 14, 2022 we contacted ********************* and were told the parts just came in this morning and that the vehicle should be complete by tomorrow morning.  ****************** is still in a rental car and therefore not without transportation.  With that being said, we can not pay her first months car payment for her.  This is not an acceptable business practice. 
  

  We have not been successful in attempts to reach ****************** today to give her an update. We are doing everything we can to ensure that the vehicle is fixed as quickly as promise her that it will be checked by a certified mechanic.  All of our technicians are ASE Certified.
  

  
  

  Customer Answer

  Date: 11/22/2022

  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:11/02/2022

  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.

  I purchased a 2012 Buick Regal from Byrider on 10/20/2022. I gave a $500.00 down payment. I was told I was approved everything was verified. I was in there office for over 4 hours. Then on Mon. 10/30/2022 my vehicle gets repossessed without a call or asking me for verification or anything. My first payment isnt until 10/14/2022.I call the office where I purchased the vehicle from an there no longer open for business. I purchased my vehicle at **********************************************************************************. So now Im worried is this a scam or last minute money grab before they go out of business.So I call the *************** location they are not no longer open. I finally call the * Broad St location. They tell me the other two locations have been closed because of low inventory but we reopen eventually just not sure when. Another red flag !So they transfer me to the finance department. The guy is rude an says they couldnt verify my address because it showed an eviction inquiry. So there backing me out the loan that was already approved an verified an I loose my $500.00 deposit. If Im not approved then theres no deposit necessary. And I was never asked about having an eviction or signing anything that said that wld cause an issue with the loan. My apartment complex automatically files for eviction if rents paid after the 12th. I started a new job as a GM and my first check was a partial check thats why I had the inquiry. No one ask to verify if I still lived there and they have a tracker on my vehicle that I had to sign a paper about so you know Im still there an if I moved you wld still have my location. Then the repo lady said the car was going to Auction after 3 days rather than them taking it back since they have low inventory. It sounds like a scam to get as many deposits as they can before they go out of business. I would like my $500.00 returned if you could help facilitate that an also look into how many more people are having this issue.

  

  Business Response

  Date: 11/08/2022

  In the case of *********************************, Complaint Number: ********, we have investigated this matter with the company-owned Byrider.  ******************** is dissatisfied with the repossession of his vehicle and would like a refund of his down payment. Despite the fact that ******************** was informed that down payments are non-refundable, after a thorough review of the case, we have decided to refund his down 
  payment of $500 to settle this matter and clear up any misunderstandings or miscommunication that might have occurred. 

  ******************** purchased a 2012 Buick Regal on October 20, 2022 from the company-owned Byrider on *********************, ********, **.  As with any new customer, ******************* was put through an application process and asked a series of questions such as name, address, social security number, and residential and employment information.  ******************** was asked if he was up to date on his rent payments. ******************** stated he was current.  We contacted Mr. ********* landlord on October 25, 2022, and were told that the customer owes a back balance of $1202.31 and that they have started the eviction process.  In light of this new information, it was found that Mr. ********* application was considered falsified and the vehicle was issued out for repossession.

  
  Since he has requested and will receive his refund, we would like to consider this matter as resolved and would appreciate your agreement with this resolution.
  
  

   

  
  

• Initial Complaint

  Date:10/31/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had financed a car only 5 days ago to the car completely shutting down on us on a freeway with two kids in the car, waiting 7 hours for AAA that never should up still til the next day I still have the car stilling in the spot it shut down on us we had to take the train to be able to get our kids home

  

  Business Response

  Date: 11/07/2022

  On 10/31, *************************** and ************************ called the service department and informed us that the vehicle they had recently purchased broke down on the highway in ************* the prior evening. The employee speaking with the customer informed them that once the vehicle was brought in, we would diagnose the vehicle and then take the next steps to resolve any issues. The customer informed us that they were having AAA tow the vehicle and inquired about towing coverage, at which time they were advised that towing is not a covered item. The vehicle was towed in after business hours on 11/1, and we began diagnostic work on 11/2. After diagnosing the vehicle, it was determined that the motor needed to be replaced, and the customer was contacted on 11/3 with the diagnostic results. We advised the customer of the needed repair and that we would schedule it at high priority due to the recent sale date. We advised the customer that the repair would be covered under the warranty with a $25 deductible. The customer approved the plan, and we are currently working to repair his vehicle accordingly. 
  
  

  Customer Answer

  Date: 11/09/2022

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