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:08/12/2024

  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 am 4 months pregnant and I contracted Covid for the second time. On Tuesday August 6th I was admitted to the hospital due to complications. On Friday the 9th my car payment was due. I reached out to my what I thought was my new account manager letting her know I was in the hospital and would pay my car payment on Monday morning or as soon as I got out of the hospital. Saturday afternoon I was told it would be August 11 or 12th when Id get to go home. Sunday morning I got a call from my family member letting me know my car was gone. Like seriously Im in shambles and still in the hospital. The ********** ft. Worth location needs to be closed down the **** side treat you like gum on the bottom of there shoe. Not only are they rude but **************** is a racist, she doesnt care about her clients shes just there chasing a check.

  Customer Answer

  Date: 08/17/2024

  I have reached out to the **************** for help and my local office and no response 

  

  Business Response

  Date: 08/20/2024

  In the case of *******************************, complaint number ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC. ****************** is dissatisfied with the handling of her account.  
  
  ****************** purchased a 2016 **** Focus on March 21, 2022, from our Byrider location on ********************* in **********, *** 
  Throughout the sales process, CNACs on time payment policy was reiterated several times. CNAC has written policies and procedures in place that govern the collection process and ensure adherence to all federal, state, and local regulations. A review of the collection activity found policies were followed. 
  ****************** defaulted on her retail agreement and CNAC made several attempts to secure acceptable payment arrangements. However, despite persistent attempts, CNAC was unable to reach ******************, resulting in the repossession of their vehicle on August 12, 2024.

  At CNAC, our goal is to provide the highest level of satisfaction to every customer. While we understand Ms. ******** situation, she did default on her retail contract.
  

  
  

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased my 2013 Jeep Cherokee Laredo from Byrider ********. Took the vehicle in for service. Instead of fixing the car they simply cleared the codes. Took it back in for service and they replaced the wrong part. Took it back again 2 weeks later and now they've declared the engine blown. When I dropped the car off it was running smooth, but in limp mode because of the check engine light. Now the car makes a metal on metal screeching sound while running. Spoke to CNAC which is still Byrider even though they want you to believe its 2 seperate companies. It's not. Spoke with ***** who tried to resolve the issue. Now CNAC wants Byrider ******** to look at the car again and determine what repairs it needs even though ***** at Byrider ******** already said the engine was blown just 2 weeks ago. CNAC and Byrider are giving me the run around because they don't want to fix the car, honor their agreement, or replace the engine their mechanic already diagnosed as blown. They are simply trying to get the car back to the ******** location so they can repo the car without fixing it. I've had this car for almost 3 years and once a month it's in the shop. Always for code P06DD. They have never fixed the car properly, they just keep resetting the code. Their negligence is the reason the engine is blown. Had they fixed the actual problem instead of erasing the codes the car would still be running. According to my contract they should be reimbursing me for repairs covered under warranty if I had to use another garage for service. Because Byrider can't find mechanics to work for them I had service performed on my car in February, while under warranty, totalling almost $4000.00 and I've never been reimbursed. I believe Byrider purposely blew the engine in an attempt to get the warranty company to replace it. Of course the warranty company denied the claim because now the car is out of warranty. I believe they kept resetting codes just to push the repairs till the warranty expired.

  Customer Answer

  Date: 08/13/2024

  Here is the service report history from Byrider ******** and Byrider Colerain. 

  

  Business Response

  Date: 08/21/2024

  Regarding complaint number ******** for ***********************, we have thoroughly investigated the matter with the cooperation of the franchise-owned Byrider. ************ is upset by the mechanical service.
  
  ************ purchased a 2013 Jeep Grand Cherokee on May 22, 2021 from the Byrider location on ****************** in ********, **. The vehicle is covered by a 48-month, ******-mile service contract. ************ has put ****** miles on since purchase.  
   
  While it is understandable that dealing with service issues can be frustrating, a pre-owned vehicle, similar to any mechanical device, requires proper maintenance and occasional repairs to ensure performance and longevity.
  
  On June 10, 2024, ************ brought the vehicle in for an overheating issue. ************ had already exceeded his ****** mile vehicle service mileage by the time of that visit.   The vehicle was diagnosed with needing oil cooler lines and an intake manifold gasket.  All repairs were completed and paid for by ************.  ************ picked up the vehicle on June 17, 2024.
  
  On July 1, 2024, ************ brought the vehicle in claiming it would die when he was trying to accelerate fast from a hard stop.  Byrider diagnosed the vehicle with needing an oil sending unit.  
  All repairs were completed and paid for by ************.  ************ picked up the vehicle on July 1, 2024.
  
  ************ scheduled an appointment on July 29, 2024 for a grinding noise upon start up; however, ************ failed to make this appointment.  If ************ would like to reschedule this appointment, he can contact service at **************.  
  
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues have caused, and we value ************ as a customer.  We look forward to our continued relationship.

  Customer Answer

  Date: 08/22/2024

  If the business had thoroughly investigated the matter they would see that their mechanics have been erasing and resetting the code P06DD since March of 2023. 

  They have replaced the oil sending unit. The oil cooling lines. Another business performed work on the car ( while under warranty ) and changed the valve cover gaskets, spark plugs, plug wires and coil. A repair I was never reimbursed for.

  Now that Byrider / CNAC's mechanic diagnosed the engine as "blown" and suggested I buy a code clearer and just keep driving it - I decided to have another garage perform a diagnostic. That garage diagnosed the issue as the oil pump.

  The reason Byrider / CNAC kept resetting the code is because in order to access the oil pump you have to remove both front tires, both front axels, the rack in pinion, the drive shaft and the power steering pump just to get to the oil pan before you can even think about the oil pump. The oil pump is also connected to the timing chain. 

  I'm assuming they didn't want to perform all this work for $50.00 so instead, they kept kicking the can down the road and resetting the code. 

  Unfortunately for me I had to drive the car to ******* and back several times for training and little did I know I was adding wear to an already worn out part.

  Luckily, I don't ever throw anything away and I still have all the pictures and print outs from the code reader results from every part store and mechanic, including theirs, showing this P06DD code going back to March 2023 while the car was still well under warranty. 

  Also, as luck would have it, these print outs and repairs show the milage at the time the codes were read and the services performed.

  Since Byrider / CNAC isn't interested in fixing the problem or honoring their agreement to reimburse me for repairs I have no choice but to handle the matter in court. 

  In their own words, through their response to the BBB, they said I should expect problems when buying a pre-owned vehicle, especially one sold by them. 

  Byrider / CNAC has a bigger problem. They should read the repair history on the vehicle because 80% of the work their mechanics claim to have done to this vehicle was never performed. ********* at Colerain provided me with 10 pages of repair history for this vehicle. After going line by line through the ********************************************************************************************************* It's all fabricated.

  I shouldn't be surprised. They are all crooks from the top to the bottom. Starting with their fake finance company CNAC, to their lying salesman, their fake warranty company, all the way down to their incompotent mechanics. 

  Anyone with ****** and ******* access can quickly find out that 50% of their sales end in repossession because the vehicles fail. They've also been sued by the Attorney General of ******, ************* for predatory lending costing them over a million dollars in restitution for selling defective vehicles. 

  I have my own letter out to the Attorney General of the State of Kentucky and I'm eagerly awaiting ************************************ response.

  You're right CNAC / Byrider, I should have looked closer into your business practices  before ever doing business with you.

  A mistake I hope to keep others from making. 

   

• Initial Complaint

  Date:08/08/2024

  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 am writing to formally lodge a complaint against Byrider and its affiliated finance company, CNAC, due to a series of unacceptable practices and failures in providing promised vehicle repairs and customer service.I purchased a vehicle from Byrider ***************, which has since closed. Byrider of ********** has assumed responsibility for the contracts and warranties of the closed dealership. Recently, the transmission of my vehicle failed, and Byrider has agreed to cover the repair costs. However, the process has been fraught with delays and poor communication.I was instructed to have the vehicle diagnosed at any shop, which I did. Despite this, I have not received any updates regarding the repair timeline. I am incurring ongoing costs, including rental car fees and diagnostic fees, while being left without a vehicle. This situation is causing significant financial strain and stress.Moreover, Byriders communication has been unsatisfactory. They advised me to return the vehicle to the original purchasing location for repairs, but the new company refused to handle repairs for another company's vehicle and dismissed my concerns. I have been told to cease contacting Byrider and wait indefinitely for a resolution. This is unacceptable, especially since their finance company continues to demand timely payments despite not addressing the repair issues.Additionally, CNAC took four days to provide my warranty details, and ******* *************** took a week to diagnose the car. Byrider has not provided any information regarding the repair schedule or location. The service representative, ***, refused to provide contact details for the repair or service team, and the owner, ****, has not fulfilled the obligations related to customer repairs despite benefiting financially from the contract.Please investigate this matter and assist in ensuring that Byrider and CNAC honor their commitments and address these issues promptly.

  

  Business Response

  Date: 08/15/2024

  In the case of ************ *******, complaint number ********, we have investigated this matter with the franchise-owned Byrider. ****************** is dissatisfied with the amount of time its taking to get a service appointment.

  ****************** purchased a 2016 ******* Elantra on May 20, 2024, from the franchise-owned Byrider on Okeechobee Blvd in ***************, **. The vehicle is covered by a 30-month, 30,000-mile limited warranty, whichever occurs first. 

  Upon receipt of this complaint, Byrider promptly contacted ****************** and provided her with the information for the approved repair facility that will be performing the warranty repairs. ****************** needs to contact Lakeshore Auto Body at ************ to schedule the appointment.

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

  
  

• Initial Complaint

  Date:08/06/2024

  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.

  *see attachment

  

  Business Response

  Date: 08/13/2024

  Regarding complaint number ******** for *******************************, we have thoroughly investigated the matter with the cooperation of the company-owned Byrider.  **************** is dissatisfied the mechanical service she received.
  

  **************** purchased a 2016 Kia **** on November 1, 2023, from the Byrider location on *************************, ****. The vehicle is covered by a 30-month, 30,000-mile vehicle service contract.
  Every Byrider vehicle undergoes a rigorous inspection and reconditioning process to ensure its functionality and reliability before being offered for sale.   This process is designed to provide our customers with confidence and peace of mind on the road. The *************** Contract further assures protection against unexpected repairs or breakdowns.  
  

  While it is understandable that dealing with service issues can be frustrating, a pre-owned vehicle, like any mechanical device with many moving parts, requires proper maintenance, including regular fluid level checks, scheduled oil changes, and occasional repairs, to ensure performance and longevity. Failure to maintain the vehicle as recommended by the manufacturer will lead to engine overheating, gasket failure, excessive wear and tear, warping of parts due to the excessive heat, and potential part failures.  
  

  Despite these efforts, **************** has expressed dissatisfaction with the mechanical service she received. Below is a summary of the service history and events:
  

  11/1/2023:  Vehicle purchase. Mileage at purchase: 113,586.  Mileage as of July 22, 2024: 140,378.
  

  1/10/2024, **************** called Service and said the *** light was on driving normal but has a rattling noise coming from under the hood when accelerating and said she would drop the vehicle off 1/11/24. 
  

  1/11/2024, **************** did not drop the vehicle off at Byrider Service. 
  

  1/25/2024, ***************** Appointment:  This was a No-Call/No-Show.
  

  2/16/2024, **************** called and said while she was driving, the vehicle shut down and she was going to get the vehicle towed in. 
  

  2/26/24, 124,750  Explained to **************** that her vehicle needs an engine. The Byrider Tech found engine knocking bad and no oil on dip stick.  Also advised **************** that the Byrider Service Tech needs to address the engine issue first before addressing any other concerns. **************** said she didn't want the other concerns addressed at this time.  The engine was replaced, and the warranty covered $4,307.89.  **************** paid $250 and picked up the vehicle on 3/9/2024.
  

  3/22/2024- **************** called and stated the *** light was on and she is not driving the vehicle. Advised **************** to have the vehicle towed in to Byrider Service since she is not driving the vehicle. **************** asked if it would take two weeks. Advised **************** the we would address her concerns during her 4/9/2024 appointment.  **************** agreed. 
  

  4/9/2024, ***************** Appointment:  This was a No-Call/No-Show.
  

  7/10/2024, **************** call Byrider Service and stated she was told that a bracket was loose causing the serpentine belt to make contact with the battery. 
  

  7/16/2024 and 7/17/2024, Service Appointment. Mileage: 140,378.  Ms.  had the vehicle towed in and wanted an oil change, brake inspection, tire rotation, and reflectors checked. She thought they were bulbs that were blown. and wanted the bracket checked. The Byrider Service Tech found a compressor bolt had backed out.  The bolt and the serpentine belt were replaced at no cost to ****************. 
  

  7/29/2024, **************** called and said the vehicle stalled, was on the side of the highway and there was radiator fluid everywhere. Advised **************** to get the vehicle towed to Byrider Service. 
  

  8/1/2024, The vehicle was towed in and was advised it would take 3-5 business days to address.
  

  8/8/2024, Service Visit, Mileage: 142,491  This was ****** miles since the engine replacement. The engine had overheated and required replacement. **************** was asked for proof of oil and filter changes, a requirement for warranty coverage. A warranty claim was submitted.
  

  As of August 9, 2024, **************** was provided with information about the warranty claim process and requested to email proof of oil changes. We are currently awaiting a response from the warranty company.

  At Byrider, customer satisfaction is our top priority. We apologize for any inconvenience **************** has experienced and value her as a customer. We are committed to resolving this matter and continuing our relationship with her.
  

  
  

  Customer Answer

  Date: 08/20/2024

  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. 
  
  Around 4 PM August 9, 2024, I visited Byrider to pick up my vehicle from a scheduled service appointment at 9:30 AM that morning. This is the vehicles 3rd mechanical breakdown within six months, 2nd time turning off on me within the month of July. The first issue that occurred was a result of an engine failure that happened due to the mechanics fault at Byrider. I was told that they did not fasten a bolt onto a s**** in a newly replace engine to secure the engine in place at all. That s**** became loose overtime and messed up all internal systems in my car. The car was making terrible noises so I took it to a nearby *****. They diagnosed my car as having a torn serpentine belt, bad radiator and compressor that was making the car overheat rapidly and a messed up alternator I took their inspection documents over to Byrider where they said theyd do their own inspection and disregard Midass inspection. Nothing was done. After numerous fails to fix my car, and ridiculous fees, I was finally able to drive off with the vehicle. My car started overheating the very next day after the fix but I was not aware of how to address the issue for I am not a mechanic. They said the car went through two test drives so I thought I was okay. Now, at the end of the month of July, for the 2nd time in a two week span, my vehicle started having mechanical issues again. Get this, I was already under the impression that the car was in good driving condition after speaking to the store manager, ***********************, where he said everything would be dealt with by his mechanics post the initial engine problem. I had my car towed into Byriders lot and scheduled yet ago another appointment with the service center for August 9th, 2024.  By now my car has been having issues for 2 consecutive months ( June and July, now we are in August). Fast forward, At the time of pickup for the vehicle, *******************, ************** Manager, stated that I never once mentioned anything about my radiator needing repairs so the reason my car is not in working condition was my fault. What was also said is that the warranty company has to take a look at my vehicle oil change history from 03/2024 to 08/2024 to determine whether or not they will cover the cost to make a repair on the vehicle even though the vehicle is still covered under the service contract. The car is still in the shop as we speak. In conclusion, Byrider is attempting to hold me responsible for failing to tell them issues about my car even though I clearly have been. Not to mention, I kept up with my vehicle routine maintenances as a responsible driver who owns a vehicle should, insured and under warranty. All of my safety and mechanical concerns have been overlooked by them resulting in me being in the position I am now. I cannot pickup my car, I have no money and they are continuing to ask me pay for unnecessary fees that should have been covered by THEM! They lack accountability for their negligence and I will not stand for it. 
  
  
  
  
  
  
  What I am asking for is a full refund of $25,000 which includes my down payment to Byrider and loan payment to the bank, CNAC. I am also asking for an additional $10,000 to cover my financial loss within the last 90 days. Ive without a doubt made unnecessary sacrifices in these past few months as a single parent that no mother should have to make due to a companys negligence. Theyve not only affected my life in every single way and possibly my future, but my familys life too. Ive used my mothers car recently to get around the city for a whole 7 days with sudden notice because my car shut down on me in the middle of the highway. I made no profit during that time. Moreover, Byrider has emotionally drained me. From the blatant disrespect to the carelessness of the mechanics, I am drained. I have a 6 year old child who has had to witness all this trauma unfold before him for absolutely no reason. He starts kindergarten this month, ******, and I am unable to go school shopping for him this year due to me not having any form of income. The little money I do have, I must save which is only $500. I am stressed out not having this car. This is the one way to take my son to and from school and make it to and from work. *** had to be present in court early this month with my landlords where I was facing eviction. I made an agreement with them that my rent would be paid on time for the next 3 months on the 1st of every month by 5 PM or Ill be moved out immediately. This deadline is approaching very quickly and my car issues have yet to be addressed. I am overwhelmed that I will be without a home, on the streets with my 6 year old and face car repossession with the loan company due to Byriders conduct. Theyve invaded my private life, my safety and my familys safety which needs to be compensated for. I cannot take back time so I am asking to take back my investments. 
  
  Regards,
  
  *******************************
  

  

  Business Response

  Date: 08/27/2024

  We stand behind our original response.  **************** was asked to provide proof of oil changes being completed. She was unable to do so; therefore, the claim for a replacement engine was denied.

  Customer Answer

  Date: 08/28/2024

  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 bought a 2016 Kia **** in 11/23. Kept up with the cars' routine maintenance, yet the transmission light kept going on and off. Found out I had to get a used engine (which had ****** miles on it already) by 03/24 that was covered under warranty. Okayno problem. Still, the transmission light was coming onbut everything seemed fine until June (I am not a mechanic). I could hear a loud banging sound under the hood every time I would drive the car.. thought it might go away, so I did my oil change. Nope... On 07/09/2024, I went to a tech at Midas for a routine maintenance checkup and they couldnt perform ityou know I found out? They told me whoever installed my new engine in March didnt do it properly. There was a backed out s**** that came loose which made the whole engine fall apart. This issue alone messed up my serpentine belt, my battery, my radiator, the engine itself and more! I told ******************* at the service center what ***** said and he advised me to tow it in so they can fix the problem. By this point the car had already shut off on me in the middle of the road. Youd think theyd do a diagnostic test on the vehicle to see what the real issue was, NOPE. So after repairing the engine issue, I did my own inspection before I pulled out of their lot because I just didnt trust them anymore.then I saw my serpentine belt was FRAYED, the same frayed belt cause by that loose engine. ***********************, store manager, told me to keep the car overnight and they would fix all the remaining issues, you mean like do an inspection right? NOPE, not documented on the receipt eitherinstead they did test drives.
  
  Next day I pick up the car, a brand new serpentine belt. Would you look at that? Tell me why two weeks later, my car breaks down again on the middle of the highway this time. Now I am responsible for repair costs because the warranty company wont pay for a new engine due to lack of oil change receipts. The car never had issues with lubrication??? The issue was your mechanics not doing their job CORRECTLY! They never investigated the initial engine problem they caused- dont let me mention if I were to drive off the lot with that frayed serpentine belt, that wouldve been twice the charge. Frauds!!!

  Now just yesterday, I spoke with *******************, August 27, 2024, and he Fraudulently told me that Byrider is the one who found the issue with my engine and not Midas. Which is a lie because I had the inspection report from Midass done way before I set an appointment  with Byrider. I have both vehicle reports. They are covering up something extremely devious in this money, hungry business. Someone needs to further investigate this. 
  

  Upon doing my research on their ****** reviews, Ive seen and taken a screenshot of the same issues that customers have had that are congruent to mine. It is not coincidental that other customers have had the same issues because they have been doing this business like this for years and thats what creates their profit.

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

  
  

• Initial Complaint

  Date:08/06/2024

  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 took my car in on 7/2/24 for the transmission to be replaced under warranty, and for the oil leak to be fixed (3rd time in a year). They stated it would take 2-3 weeks. I received a call on 8/2/24 that my car was done transmission wise, but during the installation, my steering wheel was locked up deeming it to be undrivable. They stated that I would need to pay a total of $236 instead of my $50 warranty fee, due to this being a repair not covered by my warranty. While I understand that things can happen, I do not believe it is my responsibility to pay for damages that occurred mechanically to my car while it was in their procession, and caused by their repairs. I tried to contact the corporate office on 8/2/24 to have the situation rectified prior to my car being ready for pick up, and was supposed to receive a call back by 8/5/24. I never got a call back, and my car is ready to be picked up now, with a balance of $236 that I will have to pay, or I will be without my car even longer than I was supposed to be in the first place. I called customer service again to reach corporate (since there isn't a direct number they can be reached by), and everyone is "off" or "not online". This is my 5th car I've purchased through this company, and mechanical repairs have been made several times under warranty, and I have never had a problem. The last transmission I had replaced, they broke my starter and never once charged me to replace it. As a business, it shouldn't be normal practice for a consumer to be forced to accept financial responsibility for damage that occurred to a vehicle due to actions performed by their technician.

  

  Business Response

  Date: 08/19/2024

  Regarding complaint number ******** for *****************************, we have conducted a thorough investigation in collaboration with Byrider. We understand ******************** is dissatisfied with the mechanical service she received.
  

  ******************** purchased a 2011 Acura MDX on October 6, 2020, from the Byrider location on US 31 in *********, Indiana. This vehicle is covered by a 48-month, 60,000-mile *************** Contract.
  

  At Byrider, each vehicle undergoes a comprehensive inspection and reconditioning process to ensure its functionality and reliability before it is sold. This rigorous process is designed to offer our customers confidence and peace of mind. The *************** Contract is intended to provide additional protection against unexpected repairs or breakdowns.
  

  We recognize that dealing with service issues can be frustrating. However, like any pre-owned vehicle, the Acura MDX requires regular maintenancesuch as fluid level checks, scheduled oil changes, and occasional repairsto ensure optimal performance and longevity. Neglecting these maintenance recommendations can lead to excessive wear and potential part failures.
  

  During a recent warranty transmission installation, it was discovered that the steering was locked. Unfortunately, this issue was not covered under the warranty. However, Byrider agreed to cover the cost of the steering part as a gesture of goodwill, despite it not being damaged during the transmission installation. ******************** will not be charged for this part.
  

  Customer satisfaction is our highest priority at Byrider. We sincerely apologize for any inconvenience ******************** has experienced and greatly value her as a customer. We are committed to continuing to provide excellent service and look forward to maintaining our positive relationship with her.  
  

  
  

• Initial Complaint

  Date:08/05/2024

  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.

  For several weeks I have been going back and forwards with service department. MY car is under warranty but they have had it a week then I had to take it to another place a week. Now I am waiting on a transmission over a week and when it comes in then anothr week or more to fix. I am asking for a loaner car since this is there error and can seemt to figure it out. They offered 25 a day no weekends or holidays. I work on weekends plus I can afford a rental car when I have paid 600 already to fix it and its not done. I also have a vacaiton and need my car but it will not be done since they are waiting on parts. I need them to let me have a loaner car. This problem could of been fixed 2 weeks ago but they would not let the place they made me take it to fix it they made me take back to them. I fee they should provide this.

  

  Business Response

  Date: 08/12/2024

  Regarding complaint number ******** for *******************************, we have thoroughly investigated the matter with the cooperation of Byrider. We understand that ************** is dissatisfied with the mechanical service she received.
  

  ************** purchased a 2017 **** Escape on June 1, 2023, from the Byrider location in ******, ****. The vehicle is covered by a 30-month, 30,000-mile service contract.
  

  At Byrider, every vehicle undergoes a rigorous inspection and reconditioning process to ensure its functionality and reliability before sale. This process is designed to offer our customers confidence and peace of mind on the road. The *************** Contract further provides protection against unexpected repairs or breakdowns.
  

  We recognize that dealing with service issues can be frustrating. A pre-owned vehicle, like any mechanical device with numerous moving parts, requires regular maintenance, including fluid level checks, scheduled oil changes, and occasional repairs to ensure optimal performance and longevity. Failure to adhere to the manufacturers maintenance recommendations can result in excessive wear and potential part failures. Byrider also offers discounted oil changes to assist customers in maintaining their vehicles properly. However, our service records show that ************** has not utilized these discounted oil changes.
  

  For clarity, Ms. ****** complete Byrider service history is outlined below:
  

  June 1, 2023: The vehicle was purchased. The mileage was *******. As of July 19, 2024, the vehicle had driven ****** miles.
  

  July 19, 2024: Service Visit. Mileage: *******. ************** reported issues with the vehicle shutting off and rough idling. Initial testing indicated a faulty battery, which was replaced with Ms. ****** approval. After replacement, the vehicle no longer shut off, but it lacked dash lights and continued to idle roughly when stopped.
  

  Further investigation and consultation with the dealer revealed an electrical issue inside the transmission, which is typically repairable. However, the dealer determined that the issue was too advanced for repair and recommended a transmission replacement. The dealer charged $176.39 for the diagnostic fee, which Byrider has covered. ************** had paid $427.73 for battery replacement and diagnostics by Byriders Service Department.
  

  The transmission was ordered and ************** was notified via voicemail that she was next in line for service once the replacement transmission arrived. The transmission arrived on August 9, 2024. The vehicle was dropped off at Byrider, and the keys were found in the drop box on Monday, August 12, 2024. Our Service Technician has commenced the transmission replacement, and Byrider will keep ************** informed about the progress of the repairs.
  

  At Byrider, customer satisfaction is our top priority. We sincerely apologize for any inconvenience ************** has experienced and greatly value her as a customer. We are committed to resolving this matter promptly and look forward to continuing our positive relationship with her
  

  
  

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2013 *********** from JD Byryder in November of 2023. My down payment was 1000. April 2024, I started having issues with the car, it wouldnt accelerate, and would stall when I came to a stop. I had a warranty on the car and took it to the *********** location to have it evaluated. The service department manager told me I needed my engine replaced so I left the car to be fixed. A few days later the manager told me my car was ready, the engine was replaced, and I shouldn't have any more problems. In July 2024 my car broke down and I was stranded on the highway. I got the car towed to Byrider in ********. I received a phone call from the manager of the service department and was told my engine needed replaced and that my warranty ran out and I would have to pay 2000 dollars for the repairs. I was also told by the Columbus Byrider service department that the ************************* never replaced the engine in April, like I was told. I was lied to by the manager in ******, and when I called the her she stated that they didn't replace the engine because I told them not too, and that conversation never took place. I was under warranty at that time and the repairs would have been covered. I don't know anyone that would not get the engine in their car replaced while under warranty when the cost would be covered. I haven't even had my car for nine months and have had nothing but problems. In April I was told the engine was replaced, and now the engine needs replaced, and I am no longer under warranty. Had the replacement happened in April like it was supposed to, it would have been covered and I wouldn't be in this situation. I have spoken to corporate, the warranty department, Byrider in ****** and ******** with no resolution. The blue book value of my car is 1500 dollars and I still owe ****** dollars on my car note. The sales department in ****** where I purchased the car told me the car cost ***** dollars and that is the amount my loan would be for.

  

  Business Response

  Date: 08/05/2024

  Regarding Complaint Number ******** for ***************************, we have thoroughly investigated ******************************* complaint with the cooperation of the company-owned Byrider. **************** is dissatisfied with the mechanical service she received.
  **************** purchased a 2013 ***** Cruze on November 28, 2023, from the Byrider location in ******, ****. *** vehicle is covered by a 30-month/30,000-mile service contract, whichever comes first.
  At Byrider, every vehicle undergoes a comprehensive inspection and reconditioning process to ensure its functionality and reliability before being sold. This process is designed to provide our customers with confidence and peace of mind. Additionally, the *************** Contract offers protection against unexpected repairs or breakdowns.
  While we understand that dealing with service issues can be frustrating, it is important to remember that pre-owned vehicles, like all mechanical devices with numerous moving parts, require regular maintenance, including fluid checks, oil changes, and occasional repairs to maintain performance and longevity.

  
  Below is the service history for Ms. ******* vehicle:

  
  November 28, 2023: Vehicle purchased at ******* miles.

  
  April 17, 2024: Service appointment at ******* miles. **************** drove from ********, **** to ******, ****, where a third-party shop had diagnosed the vehicle with a faulty turbo. Our Byrider Service Tech confirmed the need to replace the turbo, related gaskets, and three engine lifters. All parts and labor were covered by the service contract, and Byrider paid the deductible as a gesture of goodwill. **************** incurred no charges and picked up the vehicle on April 25, 2024, driving an additional ****** miles before visiting the ********** Byrider location in ********, **** on July 17, 2024.
  

  July 17, 2024: Service visit at ******* miles. *** vehicle had overheated, and it was determined that an engine replacement was needed. **************** was asked to provide receipts for oil changes since purchasing the vehicle, as she had not utilized the discounted oil changes offered by Byrider and had driven ****** miles since purchase. She was unable to provide these receipts.
  

  Although Ms. ******* vehicle service contract had expired due to mileage, the Maumee dealership offered to share the cost of the engine replacement and associated labor to help her get back on the road.
  **************** has since claimed that the engine was already blown during the April 17 service appointment, yet she was able to drive an additional ****** miles until the July 17 service visit.
  

  We have not received further communication from **************** since July 31, 2024, when she indicated that her lawyer would contact us.
  

  At Byrider, customer satisfaction is our top priority. We sincerely apologize for any inconvenience **************** has experienced and value her as a customer. We look forward to continuing our relationship.
  

  
  

• Initial Complaint

  Date:07/24/2024

  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.

  [[BBB transcription via mail, see attachment for complete complaint details]]JD Byrider like to fix your car but keeping fixing things over and over the same thing and let you pay for the same thing wish to fix over and over. they dont to be fix and charge you a arm and leg for the same repair I have got my brakes fix three times in 1 1/2 year they fix my car and come back with all kind of lights on and you tell them and the people who fix the cars give you another story about your car and something to be fix.

  

  Business Response

  Date: 07/29/2024

  Regarding complaint number ******** for *****************************, we have thoroughly investigated the matter with the cooperation of the company-owned Byrider.  ****************** is upset by the mechanical service.
  

  ****************** purchased a 2010 Buick Lucerne on July 21, 2022, from the Byrider location on *************** in ********, ****. The vehicle is covered by a 36-month, 36,000-mile (whichever comes first) vehicle service contract,.
  

  Every Byrider vehicle undergoes a rigorous inspection and reconditioning process to ensure its functionality and reliability before being offered for sale.   This process is designed to provide our customers with confidence and peace of mind on the road. While it is understandable that dealing with service issues can be frustrating, a pre-owned vehicle, similar to any mechanical device with many moving parts, requires proper maintenance and occasional repairs to ensure performance and longevity.
  

  Ms. **************** history is included below for clarity. 
  

  August 15, 2022,  ****************** brought the vehicle in for Service, stating that when she tried to stop the brake pedal went to the floor and that she was told by someone that one of the brake hoses had a hole in it.. *********** Tech found that right front brake line was leaking and replaced it.
  

  July 24, 2023,  ****************** brought the vehicle in for Service, stating that when braking the brake pedal went to the floor. *********** Tech replaced a second brake line
  

  On November 2, 2023, ****************** brought the vehicle in for Service, stating that the Service Brake light was illuminated. *********** Tech found that the master cylinder was leaking and replaced it.
  

  On June 18, 2024, ****************** brought the vehicle in for Service, stating that when braking on the freeway, the steering wheel shakes. She was informed that the front rotors were warped, the front pads were at only 5mm thickness, and the rear pads were 4 mm.  It was recommended that all brake pads and front rotors be replaced. ****************** declined.
  

  July 2, 2024: ****************** brought the vehicle into the ******************* stating that the lights on the dash were illuminated. At that time, the ****************** reminded her that the vehicle also needed pads and front rotors replaced. ****************** declined.
  

  Upon receiving this BBB complaint, ************ called in an attempt to assist ****************** and left a voicemail message. ****************** called back and said she never said that she needed brakes. She was only talking about the lights on the dash, which are the ones she declined. ************ asked if she wanted to schedule a service appointment, but she declined, saying she was not paying for any more parts.  ****************** should call and schedule an appointment to have the front rotors and brake pads replaced. 
  

  At Byrider, customer satisfaction is our top priority. We sincerely apologize for any inconvenience ****************** has experienced.  We highly value her as a customer. We look forward to our continued relationship. 
  

  
  

• Initial Complaint

  Date:07/23/2024

  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 Dynasty Threats went into JD Byrider in ********** and financed a car on February 20, 2024. I found out that my car had been wrecked before I purchased it to were the bumper was hanging off and I was not told it had been wrecked. That same week I took it back and I was told that they could not fix it , they could only drill holes in my bumper and zip tie it. A month or so of me having the car I had to get all of the wheel parts like my caliper, rotors, brakes replaced all because of the brake hoses collapsing, my A/C went out because of a bad A/C Compressor and had to get it replaced, now currently have to get the motor replaced due to a bad harmonic balancer. HAVENT HAD THE *** 6 MONTHS YET!

  

  Business Response

  Date: 07/25/2024

  Regarding complaint number ******** for Dynasty *******, we have thoroughly investigated the matter with the cooperation of the company-owned Byrider.  Ms.******* is upset by the mechanical service and has alleged that the vehicle had been wrecked prior to purchase.

  Ms. ******* purchased a 2013 Chevrolet Malibu on February 20, 2024, from the Byrider location on ********************** ** in ******, ****. The vehicle is covered by a 30-month, 30,000-mile vehicle service contract.
  While it is understandable that dealing with service issues can be frustrating, a pre-owned vehicle, similar to any mechanical device with many moving parts, requires proper maintenance and occasional repairs to ensure performance and longevity.

  The AutoCheck vehicle history report provided at purchase indicated no records of any accidents prior to the sale.  Every Byrider vehicle undergoes a rigorous inspection and reconditioning process to ensure its functionality and reliability before being offered for sale.   This process is designed to provide our customers with confidence and peace of mind on the road. The *************** Contract further assures protection against unexpected repairs or breakdowns.

  Ms. **************** history is included below for clarity. 

  February 20, 2024:  Vehicle purchase.

  March 12, 2024:  Ms. ******* reported issues with the bumper pulling away from the body and concerns about fast-blinking turn signals. Upon inspection, broken clips on the bumper suggested damage possibly caused by contact with a parking block or similar obstacle. We advised Ms.******* that bumper clip replacement is beyond our capability and recommended using a body shop for further assessment as they would be capable of reseating the bumper or replacing it for her. 

  The fast-blinking turn signals were attributed to aftermarket headlight assemblies installed in the vehicle, which can cause faster blinking.  Replacing the entire assembly is necessary to address this issue.  No repair was made as Ms. ******* declined the repair. No charge was incurred for this visit.

  June 14, 2024:  The vehicle returned to the Byrider ****************** due to a reported grinding noise when braking, initially attributed by Ms. ******* third-party mechanic to four bad wheel bearings. The Byrider ******************s inspection determined the wheel bearings were functional and in working order but identified a locked brake caliper on the left rear of the vehicle. We recommended replacing the caliper, brake hose, pads, and rotors. Ms. ******* declined the repair estimate and paid a diagnostic fee of $96.74.

  July 19, 2024:  Ms. ******* returned with a battery light on and an engine warning light on the dashboard stating to stop the engine.  Inspection by the Byrider Service Tech revealed a loose harmonic balancer caused by a backed-off bolt, resulting in internal engine damage including a broken keyway. We recommended engine replacement, estimated at approximately $250 after service contract coverage and deductible. Ms. ******* expressed concern that this issue may have existed since the purchase; however, we confirmed it to be a recent issue. Notably, the customer mentioned a recent A/C compressor replacement by another shop, which likely affected the harmonic balancer due to the belt tensioner   We informed Ms. ******* if the shop/mechanic did not have the proper tool to compress the belt tensioner they would have to remove the harmonic balancer to complete the repair work. We advised Ms. ******* to contact the other shop regarding potential assistance with repair costs, though she opted not to pursue this option. The required parts have been ordered to make the repairs and are currently being awaited. Repairs will commence upon their arrival and Ms. ******* will receive updates regarding the repair timeline.

  At Byrider, customer satisfaction is our top priority. We sincerely apologize for any inconvenience Ms. ******* has experienced and we highly value her as a customer. We look forward to our continued relationship.

  
  

  Customer Answer

  Date: 07/25/2024

  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 disagree with the response from JD Byrider because I seen details in there that was incorrect and so was the dates.
  
  Regards,
  
  Dynasty Threats
  

  

  Business Response

  Date: 07/31/2024

  We want to assure you that we take your concerns regarding complaint number ******** very seriously. We have thoroughly investigated the matter with the cooperation of Byrider, the company-owned dealership involved.
  We understand that you are dissatisfied with the mechanical service provided and have raised concerns that the vehicle may have been damaged before purchase. We also acknowledge that you disagree with the details provided in Byriders initial response to your complaint.

  
  Please note that the *************** History mentioned in Byriders response was supplied by the Service Manager and is based on system records.
  

  To further address your concerns, we encourage you to contact either the Byrider General Manager or the Byrider Service Manager directly at ************. They will be able to assist you in finding a resolution.
  

  Thank you for bringing this to our attention. We look forward to resolving this matter to your satisfaction.
  
  
  

  
  

• Initial Complaint

  Date:07/23/2024

  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.

  On May 15 2024 I received a call asking for an updated declarations page from my insurance company, saying my car insurance has lapsed, *** never had a lapse in coverage, never had a late payment, I have 100% on time payment record. I took the rest of the day off to get to the insurance place and get needed documentation, I then sent documentation on May 15th 2024 to *********************************** again I got a call on June 11th 2024 saying the same thing. Each call I have to clock out at work to handle the situation, again I sent it on June 11th, I received another call on June 17th, I again sent it to ********************************** the email address I was provided with, on July 17th I had an issue with a payment going through, so I called to make sure it went through, at that time I asked the lady and she said it wasnt showing I had insurance, I then spent 45 mins on the phone taking care of this issue. Documentation was then sent on July 17th to an **************** I asked the lady to stay on the phone to verify that she received it and it was all correct and what they needed. Today July 23rd 2024 I received yet another call requiring me to clock out of work again, to be told there was a lapse in my car insurance yet again, this time I asked to speak to a manager or supervisor and was given another email address of *********************************** and told it will be will be filed with the insurance ***** I need this company to do its part and file the paper work with whoever needs to have it, so that I will stop losing wages every time I have to clock out to do something that I have repeatedly been asked to do, and have done my part multiple times. Again Ive never had a lapse in coverage on this vehicle, *** always had early and on time payments, the vehicle has been insured since before it was driven off the lot . in fact in October or November of 2023 I had a collision with a deer and with my $250 deductible I had major repairs done to the whole passenger side, front and back of vehicle.

  

  Business Response

  Date: 07/25/2024

  Regarding ***************************** complaint (Complaint Number: ********), we have thoroughly investigated the matter with the full cooperation of CNAC, the company managing his account.

  ****************** expressed dissatisfaction with the frequency of contact regarding insurance coverage information related to his 2013 **** Escape, purchased on April 22, 2022, from our Byrider location on ******************* in *******, ***
  

  Upon receiving the complaint, a CNAC Account Manager promptly contacted ****************** to apologize for the issues with updating his insurance information. We also clarified that the lack of updated insurance information does not imply that his insurance coverage has lapsed.

  At CNAC, we are committed to ensuring the utmost satisfaction of every customer. We sincerely apologize for any inconvenience caused by the frequency of our communications with ******************. We deeply value him as a customer and eagerly look forward to continuing our positive relationship with him.
  

  
  

  Customer Answer

  Date: 07/25/2024

  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,

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