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:09/14/2022

  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 have a warranty through jd byrider on my car I took it in for the covered power steering issue and paid 500 to have it fixed and my brakes, they had my car almost 4 weeks before repairs were complete, when I brought it home had the same issue and took it back, they said it was power steering again had my car for another 3 weeks, and then told me it would be another 300 dollars to fix I said I already paid to have this issue fixed.they said I had to pay for repeat diagnostic and to have same issue repaired for a second time.

  

  Business Response

  Date: 09/22/2022

  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 she has experienced with her vehicle.  
  

  ************** purchased a 2010 **** Fusion on May 29, 2021 from the company-owned Byrider on *************** in **********, ****.  The vehicle is covered by a 48-month, ****** mile service contract, whichever occurs first.  
  

  We have honored the terms of the service contract and have acted in good faith to resolve **************** concerns.  The issue with the Power Steering is not eligible for coverage under the vehicle service contract.  However, in a gesture of goodwill, we have decided to cover the cost of the repairs.  Currently the vehicle is in service at Byrider being worked on.  On September 22, 2022, we tried to reach ************** to provide her with an update, but we have been unable to touch base with her so far.  We would encourage her to contact the service department for updates.  
  

  We apologize for any inconvenience this matter may have caused, and we remain committed to reaching a resolution on this matter.   
  

  
  

• Initial Complaint

  Date:09/13/2022

  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 had purchased a vehicle from jd byryder they did work on my vehicle they replace my transmission etc I told them to please repair all that needed repaired as that was the only vehicle I had and I don't have family or noone to give me rides to work etc they assured me they would after being off work for almost 2 months because of this car the amount of charges were almost ***************************** pleasant when the check engine light came on but I promised my work I would be in finally come back I have been with this company for almost 7 years so I called jd byryder and explained to them I can't take work off and ask for a rental car as my insurance didn't provide one either and told them my car was now shaking back and forth as it did before so I continued going to work and kept in contact until one day my car just wouldn't start I called they advised it was probably the battery to try that so I went and purchased a new battery it worked that day the next day I tried to get jumped and nothing so I said maybe a bad battery so went and got another battery and still nothing so had to call off work again I called them now I have no money I'm behind on bills as is they asked if I could tow it in I said no I don't have the money for a tow truck and the man says I will pay for the tow so the tow truck gets here and plays with the battery and says the battery terminal was loose that he just saved me 300 here to find out that I was going to get billed for the tow so I agreed and say I couldn't pay but my vehicle was starting the following day I took my daughter to work and we were on the highway all the lights started going on and off and I had no steering and then my Buick then started sounding like a ******************************** will do anything I'm behind on car payments I quit my job other than get fired have my 2 weeks so I could go back when things get straightened out my electric is shut off and my money is in a broken car.this vehicle has ruined my life

  

  Business Response

  Date: 09/22/2022

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

  ****************** purchased a 2009 Buick Enclave on July 28, 2020 from the company-owned Byrider on *************************************** in ***********, ************.  The vehicle is covered by a 48-month, ****** mile service contract, whichever occurs first.  
  

  We have honored the terms of the vehicle service contract and have acted in good faith to resolve any mechanical issues as they have occurred.  Additionally, ****************** has put over ****** miles on the vehicle since purchase.  
  

  On September 20, 2022, we contacted ******************, and we provided her information for a towing service to have her vehicle towed into service.  The vehicle was towed in and is scheduled to be assessed.  
  

  We apologize for any inconvenience the repairs have caused, and we remain committed to reaching a resolution. 
  

  
  

• Initial Complaint

  Date:09/10/2022

  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 purchased my vehicle from Jd Byrider October 15, 2021. Worst decision of my life. Within 2 days I was experiencing mechanical issues. Byrider has refused to exchange my vehicle for a different one. Within the last year Ive only been able to drive the car ***** miles because its consistently in their shop. Every time I get the car back from the shop, it goes right back to the shop with mechanical issues. I make my payment fairly on time and try not to give them headaches. But anytime I try to discuss my car problems with the, the manager **************** me. Time and time again Ive begged for a different car but nothing ever happens. Im stuck paying mechanical bills and a car note for a car I cant even drive. I even asked for the paper work regarding all the work I had done to the vehicle and she told me NO!!! Ive been shown zero respect. I just want a new car that actually work!!!!

  

  Business Response

  Date: 09/22/2022

  In the case of Themero ******, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  **************** has expressed his dissatisfaction with some mechanical issues he has experienced with the vehicle.  
  **************** purchased a 2010 *** 528 on October 15, 2021 from the franchise-owned Byrider on *********************************************************************************************************************************** is covered by a 48-month, ****** mile service contract, whichever occurs first.  
  
  The franchise-owned Byrider has honored the terms of the service contract and has acted in good faith to resolve ****************** concerns.  All eligible repairs were covered under the vehicle service contract, and as a gesture of goodwill, some repairs not eligible for coverage were also covered, totaling roughly $3,000.  Any out of pocket expenses **************** encountered were items not eligible for coverage and general maintenance items, such as oil changes.  Records show that the repairs completed have been unrelated.  In the spirit of customer service and in an effort to resolve ****************** most recent concerns, the franchise-owned Byrider has offered to split the cost of the needed repair 50/50, since it is not eligible for coverage. At this time, **************** has declined this offer.  
  
  The franchise-owned Byrider apologizes for any inconvenience the mechanical issues may have caused, and they remain committed to assisting **************** with the repair of his vehicle if he decides to proceed.  
  
  
  

  Customer Answer

  Date: 09/22/2022

  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.]
  
  My vehicle has been in and out of the shop since the day I purchased it. Ive gon approximately 6 months without the vehicle while still having to make payments. Every time I receive the car back from the shop, it returns with another problem. Im starting to believe this vehicle is a safety hazard. I was just recently informed that the parts service needs to fix my vehicle are unobtainable until god knows when. Which means, THEY CANT FIX MY CAR!!!and still the refuse to swap vehicle. At this point if feel like Im being bullied and manipulated. I can  never have the vehicle for longer then 1 month. 
  Regards,
  
  Themero ******
  

  

  Business Response

  Date: 10/07/2022

  ****************** vehicle is currently awaiting a transmission replacement.   The transmission has arrived and is scheduled to be installed at a sublet shop on October 19, 2022, with an estimated 1 week turnaround time.  While the parts that **************** mentioned as being unobtainable in the complaint are on backorder, these parts would be used to fix ****************** A/C.  However, he declined to have repairs to his A/C completed, since it was not eligible to be covered under the service contract.  The A/C does not have any effect on the drivability of the vehicle.  The franchise-owned Byrider has made attempt to reach **************** to discuss his concerns without success.  The franchise-owned Byrider apologizes for the inconvenience and remains committed to reaching a resolution through the repair of ****************** vehicle.  

• Initial Complaint

  Date:09/09/2022

  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 vehicle on Aug 6, 2022. After about 2 weeks, I began hearing noise from the brakes and sounded like suspension. I had it looked and and was told that the parts replaced were not greased correctly and they were wearing. I went immediately to the dealer to have it fixed. I was advised the service **** wasnt currently open as it was Saturday, but he would have them call me the following Monday. I did not receive a phone call for two weeks. When I finally got a hold of them, I was advised the first available appt is on 9/21. I was told I could just leave my car there, and IF they had time, would look at it. But they could not guarantee how long that would be. I cannot be without a car and no idea of when Id be getting it back.

  

  Business Response

  Date: 09/22/2022

  In the case of ***************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider.  **************** is dissatisfied with some difficulty she experienced with scheduling a service appointment and the length of time to get into the service department.  
  

  **************** 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.  We moved Ms. ******* appointment to September 14, 2022.  We completed the repairs to her vehicle on September 15, 2022.  
  

  We apologize for the inconvenience this matter may have caused, and we value **************** as a customer. 
  

  
  

  Customer Answer

  Date: 10/25/2022

  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.]

  this is the SECOND time that I have tried to contact the service department on ************* in ********** to schedule an appointment. I have called 3-4 times within the past week and left messages to call me back. I have received no call back and they never answer the phone. The previous time they worked on my car, I was advised to bring it back after **** miles to check the oil consumption, but I have not been able to get in touch with them to have this checked. I am now well over **** miles because they will not return my calls. Now my brakes are making noise and I need to have them checked and worked on, but I cannot reach anyone. I have a 3 yr/ 36,000 mile warranty, so there should be no reason they cannot fix the issues I am having.

  Desired Outcome:

  Repair; let me get it fixed at a mechanic and have the costs paid by Byrider so I can have issues fixed in a timely manner

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

  
  

  

  Business Response

  Date: 11/03/2022

  **************** has a service appointment scheduled for November 3.

• Initial Complaint

  Date:09/02/2022

  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.

  Repairs completed: 8/24/2021 5:44 PM Include Steering Rack with total costs $1416.92 Same Repairs malfunctioned on 8/20/22.Called Facilities 12:40 PM & 12:42PM left Voicemail message called again 8/22 to notify the issue is under warranty and requested a sooner appointment as the given appoint 8/31 would be outside the warranty. JD Byrider refused and stated the warranty would be from the date of call not drop off. I didn't believe them so I called the corporate office 8/22/2 9:40 AM at ************ and spoke with Toya. She stated the same as Byrider, the drop-off date will be the date to be used not for repairs. I asked for an escalation. she promised to call me back and never did and gave me phone number ************. I received a call today at 1:32 PM from JD Byrider ********************** to say the Steering Rack was under warranty and we would just need to pay the $50 deductible fee. I inquired about a key replacement and the woman said they do them on Fridays and she would get back with me. 2 minutes later they called back to say the warranty expired and since she can't select on her screen they can't do anything. I called back the corporate office at ************ 8/22 9/1 1:45PM spoke with a manager ****** who then emailed all managers involved, ******, a ********************* who is at another location, and someone else. The General Manager ****** just called 5:13PM to say he hasn't looked into everything yet but it is past warranty even though we called on the matter and warned about it when we called. they have a record of Our call 8/22 and should of 8/20 demonstrating this occurred within the year. Just because they didn't order it in time does not mean I am not entitled to the replacement. I need your help in making the business responsible for the warranty as we told them the urgency in the matter and they decided to wait. We immediately reported the issue and have documentation of such. I have included material in the attached

  

  Business Response

  Date: 09/12/2022

  In the case of *******************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. 
  

  ********************** purchased a 2013 **** Taurus on February 24, 2018 from the company-owned Byrider on ******************************************, Indiana.  The vehicle was covered by a 24-month, ****** mile service contract, which ended in February 2020.  
  

  ********************** had a steering rack repair completed a little over a year ago on her vehicle, and it was under a 1 year parts warranty with the manufacturer, not with Byrider.  We have tried to get the manufacturer to cover this part, but since it is out of warranty, unfortunately they will not cover it, even as a one-time goodwill gesture.  We have communicated this situation to ***********************  
  

  We apologize for the inconvenience this has caused **********************, and we value her as a customer. 
  

  
  

  Customer Answer

  Date: 09/13/2022

  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 have provided details that we made a call within the year of the warranty of the part malfunctioning.  You will also see where I notified JD byrider they are responsible for us missing the year as we told them it was nearing and i made other complaints along the way.  Each area said it would be from the time of the call not when they get to it.  This is not fair! They failed to adhere to it and made it personal when the General manager called me to confront me about filing this complaint.  I would like to pursue lega action against the company.  I Do not believe they contacted the manufacturer to recover the part. We had significant evidence it failed within a year
  
  Regards,
  
  *******************************

  
  

• Initial Complaint

  Date:09/01/2022

  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 a car from them around February and was in a car accident and I had insurance and it was claimed it was the other person fault. I talked to JD BYRIDER and they said I could get another car as long as I have a job and 500 down and what the insurance didn't cover from the accident they would put at the end of the loan, I was told to come on September 1, 2022 to get a 2016 Chevrolet Sonic car and when I get there they ask for my insurance and I hand them that, then they say well we can't give you a car now because they said now they can't add the small portion to the new car loan and I sat up there for hours and mind you it's about an half hour ride to and from. They lied to me and now they need to be held accountable.

  

  Business Response

  Date: 09/07/2022

  In the case of Jerrika *******, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  
  
  ****************** purchased a 2011 Chevrolet HHR on February 19, 2022 at the franchise-owned Byrider on ***************** in **********, ********.  On June 27, 2022, ****************** reported that her vehicle had been in an accident.  ************ claim was filed, and the vehicle was declared a total loss.  ************ check was issued and applied to the account on July 7, 2022, leaving a deficiency balance still owed on the account.  
  
  ****************** expressed an interest in possibly purchasing another vehicle and rolling the remaining balance of her previous contract into a new contract.  Unfortunately, the franchise-owned Byrider was unable to approve her for financing per their standard underwriting procedures, based on the available vehicles in inventory.  The franchise-owned Byrider is still in the process of trying to find an appropriate vehicle for ****************** that would have a good possibility of approval through the underwriting process.
  
  If ****************** is ultimately unable to purchase another vehicle, the franchise-owned CNAC remains committed to working with her to make arrangements for the remaining deficiency balance owed.  

• Initial Complaint

  Date:08/30/2022

  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.

  In early October 2021 , I purchased a 2014 **** Focus from JD Byrider , Upon purchase of the car it was fine and it got me from point A to point B, around the end of 2021 and the start of 2022 I started experiencing issues with the transmission, it was having troubles shifting and jerking the car upon accelerating from a complete stop, I called them and told them about the issue for them to tell me they cant fix it until the car was to fail on me,(side note) not that big of a deal I get why they wouldnt check it out, Then in April my car transmission completely fails while driving it home from work, It was after hours so I had to pay for the tow to my house then call the next day, to shorten the story they got the car and I was told they replaced the transmission. Now I have the car back with the repair made that supposedly would fix the problem then August 12th my transmission fails to shift and jerks and the check engine light comes on. I called and had it towed in and they tell me the problem was the Transmission actuators, they replaced them and I went on my day and got my car back on the 19th of August, then the 29th my car does the same exact thing and fails on me again resulting in another tow trip home. I have been on the phone multiple times trying to get this handled, I have been hung up on transferred and been flat out ignored when calling in to resolve my issues in the 10 months of having this car. I have paid alot of money out of my pocket for towed to JD Byrider or my home because the car has broke down on the road. I went to JD Byrider to purchase my car because of the good things I have heard about **************** and Warranties but since I have been doing business with them it has been nothing but a hassle. I have almost lost my job because the car I purchased is not reliable, I have made my payments every time on time and I cant handle paying for a car that does not work, If someone is willing to work out getting me a new car or taking it back.TY

  

  Business Response

  Date: 08/30/2022

  Hello,

  This complaint belongs to a different locations based out of ********, ****.  We are a franchise that is not part of the franchise group out of ********, **.  Please direct this complaint to the appropriate BBB in that area.  Thank you.

  

  Business Response

  Date: 09/10/2022

  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 experienced with the vehicle and is requesting to be placed in another vehicle.   
  

  ****************** purchased a 2014 **** Focus on October 8, 2021 from the company-owned Byrider on ********************* in ********, ****.  The vehicle is covered by a 48-month, ****** mile service contract, whichever occurs first.  
  

  We have honored the terms of the service contract and have acted in good faith to resolve Mr. ******** concerns. Mr. ******** vehicle was most recently in for service on August 12, 2022 with a transmission issue.  The repairs were completed and the vehicle was returned to him on August 19, 2022.   Records show he was only in for service one other time in April 2022.  
  Upon receipt of this complaint, we tried to reach ****************** without success.  We would encourage him to contact our service department with his concerns so that they can schedule him for a service appointment to assess the vehicle.  
  

  We apologize for any inconvenience the repairs may have caused, and we value ****************** as a customer.  We cannot adhere to his request to place him in another vehicle.  ****************** has a vehicle service contract, and we remain committed to honoring the terms of that contract through the repair of eligible repairs. 
  

  
  

  Customer Answer

  Date: 09/12/2022

  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,

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

• Initial Complaint

  Date:08/25/2022

  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 the car July of 2019. The check engine light came on took it to JD by rider shop theyfixed it but the check engine light would come back on. They told me that was needed to be fixed would cost ****** once I got the money I took it back up to the shop. I found out that oil was an has been leaking inside the engine an I need a new engine. As well as they had fired the original whole mechanic crew it was all new staff an no paperwork from things that I had already had fixed on the car. I was put on a list to have it replaced. I would start my car an let it warm in the winter an it would fill with smoke, I thought it could be carbon monoxide because I would get dizzy an light headed while driving. My car finally stopped starting in February. Once I was able to afford to have it towed to the shop they had my car until May putting the new engine in. Once I was finally able to get it out of the shop on a Friday. When I went out to start it on Saturday it wouldnt start. I called the shop on Monday an they stated that I needed to have it towed back to them (which was over 200$) I explained that I did not have the money to do that an I only had the car for less than 24 hours before it stopped running. After a week an talking to my finance company they courtesy towed it. While they had my car they replaced the catalytic converter over ******* of work. While driving my catalytic converter broke today 8-25-22. The more money I put into it the more money its costing me. Ive already missed work an cant afford a rental. My car is my job.

  

  Business Response

  Date: 09/04/2022

  In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. **************** has owned the vehicle for a little over 3 years and has put over ****** miles on it since purchase.  She is dissatisfied with some mechanical issues she has experienced.  
  
  **************** purchased a 2011 Chevrolet Equinox on July 19, 2019 from the company-owned Byrider on *************************** in ******, ****. The vehicle is covered by a 48-month, ****** mile service contract, whichever occurs first. 
  
  We have honored the terms of the service contract and have acted in good faith to resolve any mechanical issues as they have occurred. All eligible costs were covered under the vehicle service contract, and in a gesture of goodwill, we have covered over $900 in costs that are not typically eligible for coverage.  Upon receipt of this complaint, we contacted ****************, and we got her scheduled for a service appointment on August 30, 2022.  ****************** vehicle was evaluated, and it was determined that a part had failed and the repair would be covered under the warranty from the vendor.  The repairs were completed and the vehicle was returned to her on August 31, 2022.  
  
  We apologize for any inconvenience the repairs may have caused, and we value **************** as a customer. 
  
  

• Initial Complaint

  Date:08/22/2022

  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.

  Yes I absolutely hate this company! I have been paying off my POS vehicle since 2017 and still owe $6K. Here's my is***. Initially I went with this company as my credit sucked and I had a newborn baby. Great investment, so I thought. In the beginning, I complained as I have to hit my dashboard for my car to even turn over. When I expressed the is*** they told me it was an electrical is***, the cluster, and I had to contact ****. Mind you it will cost me thousands of dollars to have that done. So no it has not been done and yes I still have to pound on my dashboard every single f****** day to get my vehicle to start. Then, not even a year into having this vehicle, my water pump broke. When this occurred I told the mechanics to please check my engine because I come from a line of mechanics. I know when water gets in the engine that's the end for the engine. Not even a week after getting my vehicle back I had to take it back because I needed a new engine. They did not pay for my rental even though I was out of a vehicle for almost 3 month. It took me telling the manager I was going to *** before they paid for 7 days of a rental. When I was already paying a month worth of rental. Then, not even six months later I had to go back for another engine because mine was a piece of s*** More recently I took my vehicle in because it was leaking. Turns out my steering column broke. Luckily they were able to fix it and the mechanic was very nice. However, they also fixed my belt and bolts and helped by paying 1/2. Which was great. But my complaint was due to a noise with acceleration which I still hear. Plus now my cluster is EVEN MORE ****** UP AND I HAVE TO POUND HARDER TO GET THIS POS TO START. And this vehicle was not worth 20 grand. It is not worth going through JD by rider. Even if your credit is s*** They sell lemons and attempt to fix them along the way. At the end it's the biggest migraine of my life. I wish I never bought this vehicle. I wish it was paid off

  

  Business Response

  Date: 08/28/2022

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

  ************** purchased a 2007 **** Edge on February 1, 2019 from the company-owned Byrider on ********** in *********, Indiana. The vehicle is covered by a 48-month, ****** mile service contract, whichever occurs first. 
  

  We have honored the terms of the vehicle service contract and have acted in good faith to resolve mechanical issues as they have occurred. The cost of all eligible repairs were covered by the vehicle service contract, and in a gesture of goodwill, we also covered over $700 in expenses not typically eligible for coverage. 
  

  In regards to the rental, per the terms of the vehicle service contract, which ************** agreed to at the time of purchase, customers are eligible for rental reimbursement up to a certain dollar amount and length of time while eligible repairs are being completed.  
  

  Additionally, ************** has put over ****** miles on the vehicle since purchase. While we understand that dealing with any service issue may be frustrating, with continued use, vehicles will require routine maintenance and repairs to keep them in good working order.  We have been communicating with ************** to work out a time for her to bring the vehicle in to address her most recent concerns.  
  

  We apologize for any inconvenience this matter has caused and we remain committed to working with ************** towards a resolution.
  

  
  

  Customer Answer

  Date: 08/29/2022

  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. 
  
  To whom it may concern,
      I am formally rejecting the return complaint, solution, from JD Byrider. Indeed I had signed a 48 month, ****** mile service contract. However, I was unaware I would be three times over paying on a lemon. Let me explain.
  
  
  Where the company may have put their good faith to resolve mechanical issues, and gesture of goodwill in regards to covering $700 in expenses not typically eligible for coverage. May I point out that most of these errors would not have occurred if it was not for some of the work that initially needed to be done on the vehicle, compared to mechanical work done at the dealership. Not only have I had with the mechanics have been calling a cluster problem. About halfway through the first year I needed a new engine. Let me explain why. I took the Edge in due to a leak. The water pump had broke causing leakage. At the time I had asked the mechanics to please check the engine because typically If theres a water pump issue and it is located above or next to the engine, engine failure will occur due to water getting into the engine. Sure enough, not even a week later I need a new engine. I waited an entire month, ** had the new engine, and bam. ** drops my engine Ive been waiting for on the hard concrete. I had to pay for a rental this whole time. Now Im ****** because I had to wait another couple of weeks (The Edge was my only mode of transport.) ** claims for rental reimbursement that was less than a days rental. Did I mention I had the rental for almost two whole months!  
  
  
  Now back to my cluster problem. As I had previously said, I have had an issue with my cluster since I got this vehicle. The initial mechanic told me it was a cluster issue and I would have to go to **** and basically pay thousands of dollars on my own to have this mechanical error fixed. Obviously, Im not gonna go get that fixed because that shouldve been already taken care of before JD decided to sell this vehicle to someone. Their fault not mine. ****, I have had to beat on my dashboard when I turn on my car. When I go to turn over the key, the lights will come on and there is hope the vehicle will start. When the key is in on position it will not start. But all of the lights are on. So I beat on the dashboard and flip the key a few times in order to start the vehicle. Again this has been a reoccurring theme since I got the car in 2017. Fast forward to todays time line. I recently had some belt work done to my engine and now my vehicle needs me to beat on the dash every single day to start. Harder than I have had to before. (Yes, my dash is broken now due to the beating being the only way to start the Edge.) This is absolutely ludicrous. Do you know how hard it is to start a vehicle with this problem in the winter? Its 20 times more frustrating when its cold because its even harder to start. Its already terrible now, and I am dreading winter months.
  
  
  Therefore I would like to come to some agreement or conclusion. More recently the service department has been doing a great job. However this company sold me a lemon and I have been paying on it since 2017. I have never missed a payment and I am a very good customer. I still owe almost $7000 on a vehicle that is not even worth what Ive already put into it. I am asking to please adjust under $2000 left or pay off this vehicle for my exhaustion and attempts in receiving general good ole customer satisfaction that I have not received. 
  
  
  I flat out would not recommend this company to anybody. I know other people who have gotten vehicles from this lot specifically and have had worse problems than I do. But Im not filing a complaint on their behalf. I am filing a complaint on my own behalf. I feel taken advantage of with my time, my money, and my energy. Please help and thank you. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:08/21/2022

  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.

  So when I first purchased the suv I told by rider key fob wasnt working properly they were supposed to have it looked at While they had the car in the service department got the car back same issues but yesterday it turned worse and the car will not start at all it continues to say no key detected after an hour got it to start rolled up windows and parked it called byrider while was experiencing problem they were of no assistance rushed me off the phone because they were closing now here I am this morning and the car wont start and byrider is closed so I have to miss work I also complained to them about something wrong will driver side wheel area still hasnt been fixed I made my car payment Friday so no extra funds right now for transportation byrider has been of no assistance to fixing any problem unless a complaint is written I need them to either fix the car properly or trade it out for a car that is not a bad car

  

  Business Response

  Date: 08/28/2022

  In the case of *******************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. 
  

  ********************** purchased a 2015 Dodge Journey on June 14, 2022 from the company-owned Byrider on ****************** in ********, ********. The vehicle is covered by a 36-month, ****** mile service contract, whichever occurs first. 
  

  We have honored the terms of the vehicle service contract and have acted in good faith to resolve any mechanical issues as they have occurred. Most recently, ********************** encountered issues with his key fob. The vehicle was towed to Byrider, and a rental vehicle was set up for **********************. The key fob failed to start the vehicle, and a replacement key fob was made.  The vehicle was picked up on August 25, 2022.  ********************** seemed pleased with this resolution.  
  

  We apologize for any inconvenience this matter may have caused, and we value ********************** as a customer.