Complaints
This profile includes complaints for byrider's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 235 total complaints in the last 3 years.
- 55 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a car from here ! They gave me a total and took my money then sit me in a room to sign papers and at the end the total amount was double what they told me. They are charging people double what the car is worth. I tried trading it in but flagged on car fax for odometer. I called they said they couldnt do anything. I want to refinance because interest is super high and payment is 600 month. Well I cant because no title. 3 months ago the battery when dead in my key fob so I went to open the door and I dont even have the key that fits my car !!! Its ridiculous that I would have to pay ****** for a car worth ******. I cant even give it back because I will get sued. In 2020 byrider had a lawsuit against them in another state for the same problems I just listed ! I have contacted the office of inspector general and now you I will go all the way to litigation if I have to. Im not the only one this is happening too!
Business Response
Date: 04/15/2024
In the case of ***********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. **************** is upset with the price and value of her vehicle.
**************** purchased a 2016 ****** Altima on June 15, 2023 from our franchise owned dealership on *************** in **********, **. She also purchased a 30 months or ****** mile service contract, whichever occurs first.
Byrider has written policies and procedures that govern our sales and underwriting processes. The terms of the retail contract, including the payment amount, annual percentage rate and total sales price were disclosed prior to and during closing, both in writing and verbally.
We cannot adhere to ****************** request for a refund. She signed a Retail Installment Contract which secures her purchase.
Byrider strives to achieve the satisfaction of every customer. We value **************** as a customer and forward to our continued relationship.
Customer Answer
Date: 04/17/2024
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.
Did I forget to mention I dont have the correct key that goes to the car !!!! I went to open my door because the fob was dead and the key does not fit. The full price of the vehicle was not disclosed until they had already took my down payment and if you do not believe me Im sure you could call many other customers. Byrider has been sued in another state for the same thing Im complaining about. Also if you look up my car on car fax there is a red flag for the odometer and they know all of this and do not care. They get you stuck in a contract you cant get out of. You cant trade it, you cant give it back, and you cant refinance it !!!
Regards,
***********************Business Response
Date: 04/22/2024
We stand by our original response. The prices of our inventory are clearly displayed in the sales lobby of each Byrider dealership. Before signing the retail installment contract, **************** was informed of the price on several documents including the Preliminary Purchase Worksheet and Buyers Order. ****************** also signed the (Co)Buyers Statement of Understanding which states I acknowledge that the vehicle prices were posted in a public place and I had the opportunity to view them prior to providing my credit information.
****************** is advised to contact the service department at ************ to schedule an assessment for her key fob. Byrider will gladly examine the key fob at the service department.
Customer Answer
Date: 05/04/2024
Im sorry I missed your email on the 22nd. I do not want this closed. This company is getting away with praying on people that are having a hard time and now this is helping them. In their response Im not sure who **************** is but Im ****************. They DO NOT disclose the full price of everything until they take your money !!! Dont believe me ,then go there to purchase a car and I do want the key to my car!! I will definitely go over there. If my battery goes dead in my fob I dont have a way to get in my car !!!Customer Answer
Date: 05/06/2024
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.
[Provide details of why you are not satisfied with this resolution.]Im sorry I missed your email on the 22nd. I do not want this closed. This company is getting away with praying on people that are having a hard time and now this is helping them. In their response Im not sure who **************** is but Im ****************. They DO NOT disclose the full price of everything until they take your money !!! Dont believe me ,then go there to purchase a car and I do want the key to my car!! I will definitely go over there. If my battery goes dead in my fob I dont have a way to get in my car !!!
Regards,
***********************Business Response
Date: 05/06/2024
We apologize for the mistake and acknowledge that it was a typographical error. **************** signed a (Co)Buyers Statement of Understanding which states I acknowledge that the vehicle prices were posted in a public place and I had the opportunity to view them prior to providing my credit information. Byrider is willing to help **************** with her key fob. However, we cannot do so without an assessment first.Customer Answer
Date: 05/07/2024
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.
[Provide details of why you are not satisfied with this resolutionWhat is an assessment? What assessment needs to be done ? I can bring my car down there for your assessment! The key fob starts the car but the actual key that comes out of the key fob DOES NOT GO TO THIS CAR!! Yes, I did sign that (Im sure I did) after you took my money already and sit me in a room with a computer system to sign papers ( its all in the fine print) this is a complete joke that the you keep responding knowing that you take people for what you can get everyday !!! Im pretty sure my car came from a junk yard and had *** sitting by how much rush that was underneath on the frame. The car barely values ****** and Im paying over 30 Grand !!!! Which is ridiculous when I cant even trade it in !!
Regards,
***********************Initial Complaint
Date:04/09/2024
Type: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 our 2016 ***** Trax towed Monday April 8th 2024 to the service department, as soon as I had it towed (it was 3am) I did call Byrider leaving a voicemail with the service department as to why. I was called the same morning around 9AM and the person was very rude with their tone of voice, stating they needed to know why my car was left. I then explained to him why it was dropped off and he didn't listen to my concers. They then called me today, Tuesday April 9th 2024 stating my car was ready for pick up and told me the cost for a diagnostic. I then came to pick up my car and paid my bill of $101.46. They handed my paperwork over and I left, when I got home I noticed they filled out my record sheet incorrectly. They left the "cause" and "correction" sections blank on my paperwork. When I called again to tell them, I was told it didn't matter due to the fact they knew what was done to the car itself. Customers that have a active warranty need to have correct service/repair sheets, leaving the "cause" and "correction" section of a service receipt is not correct. Byrider ****************** states they can't fix it due to it not being in their service anymore, I find this unacceptable. I want the records to our car to show the correct info, as it should already.Business Response
Date: 04/16/2024
In the case of *****************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider. ****************** is aggrieved by the mechanical difficulties he is experiencing with the vehicle.
************** and ****************** purchased a 2016 Chevrolet Trax on February 24, 2024 from the franchise-owned Byrider location on *************** in **********, ********* The vehicle is covered by a 30-month, ****** mile service contract, whichever occurs first.
While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.
On April 8, 2024, ****************** had his vehicle towed in for a no start issue. Byrider's diagnosis revealed a loose battery cable as the issue. The technician promptly tightened the cable, resulting in the vehicle starting smoothly. Unfortunately, due to a technical error, the cause of the problem and corrective action taken to correct it were not saved when adding them to the repair order. It is important to note that once a repair order has been closed, it cannot be edited.
****************** was provided with a copy of the notes from the technician who worked on the vehicle for his records.
Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issue may have caused, and we value ****************** as a customer. We look forward to our continued relationship.Initial Complaint
Date:04/09/2024
Type: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 the vehicle was throwing a code so we had it diagnosed and it showed that it needed a timing chain which it has three I contacted the ************************* as thats where I paid $2795 for an extended warranty that would cover this work I called to ********************** Byrider ***************** and talked to the service manager, and they stated I could take the vehicle to any repair shop that I chose my husband had The vehicle towed to ********, In ***** , ****, which is a ***** dealership they run diagnostics which I paid out of pocket with no reimbursement to be told by best Extended Warranty . They would not approve the repairs as the labor rates were too high so ***** at best Extended Warranty found some shop in new ********* **** so my husband went there and talked to ***** one of the co-owners they said to have the vehicle towed there which we did another tow bill which non-reimbursable to be told that we would have to pay for oil change, coolant and taxes as Byrider Extended Warranty is tax exempt and they dont cover those things. So the vehicle gets towed there they tear it down they change timing belts and they call and say your vehicle is ready to pick up on Wednesday, March 27 I get off work I pick up my husband we go to the repair shop we pick up the vehicle. My husband drives it 13 miles from their door to our door as he pulls into the driveway, the dash says no oil pressure shut off engine as he proceeds to turn the key off Im standing next to the vehicle and now it is knocking so I called the auto repair shop and said we have a problem. Of course it goes directly to voicemail and the voicemail is not set up so I sent them an email and said you need to call me ASAP so they called and I asked them did you drop the oil pan when you did they response was no you dont have to. My response was yeah you do you can even ****** it because where do you think all those plastic guide go? In the oil pump!Business Response
Date: 04/12/2024
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 2012 Chevrolet Traverse on January 4, 2021 from the Byrider location on *******************************************************************************. The vehicle is covered by a 60-month, 60,000-mile service contract.
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.
In March 2024, the vehicle had a check engine light on display. The vehicle was towed to ***************** ***** as ****************** lives 69 miles away from the Byrider dealership. ***************** diagnosed the vehicle and found an issue with the timing chain. The warranty company found a repair shop close to ****************** that could do the work within the approved labor fees for the job. The vehicle was towed to Shriners and the work was completed by March 27th with no out of pocket expense ******************. The vehicle was driven to the ******* home about 13 miles away and the no oil pressure indicator turned on. After many calls and email between the ******** and Shriners, there is an appointment set for today for a technician to go to the ******* home today between 6-7pm to run diagnostics on the vehicle and determine the next steps that are needed to fix the problem.
In regards to the tow bill there was a reimbursement check of $75 mailed to Ms. ******** home address.
At Byrider, customer satisfaction is our top priority. We sincerely apologize for any inconvenience you have experienced due to the issues. We highly value ****************** as a customer. We look forward to our continued relationship.Customer Answer
Date: 04/12/2024
We are in talks with Byrider and best extended warranty but we are far from Getting this resolvedCustomer Answer
Date: 04/15/2024
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.
We are in talks with Byrider and best extended warranty but we are far from Getting this resolved
Regards,
***********************Business Response
Date: 04/19/2024
We realize that this matter is not resolved. ***************** is currently working with Shriners (3rd party that completed the original work) to have diagnostics run on the vehicle at the home address. Per our last update with Shriners they were unable to use their scan tool to determine that the vehicle had been driven while the low oil pressure light was on so this could have caused damage. ****************** was asked to provide receipts for oil changes that have been completed on the vehicle but only 2 have been provided. Shriners and Byrider service and the warranty company and in talks to determine the next step for the vehicle.Customer Answer
Date: 04/29/2024
This has not been resolved and legal counsel has been contacted.Initial Complaint
Date:03/30/2024
Type: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 a 2010 ********** Lancer from the Mishawaka dealership on November 16, 2019. Had it 2 weeks and started noticing electrical issues. Car would intermittently start and stall. Asked service about it, was told they'd get me an appointment, never got a call. Fast forward to 2021, the computer went out, told them about it, no response ONCE AGAIN. Fast forward once again to September of 2023, the car refused to turn over or even start. Brought the issue up ONE MORE TIME. Then of course when I bring it up to the corporate office and the bank (CNAC FINANCE) I was basically told it's my problem, not there's. They told me the computer and electrical wasn't covered under a warranty, I literally paid for, say it in the contract. The last time I tried to start it, the vehicle started smoking under the dash, I've been frightened to try and start it since. I paid $23,295.52 FOR THIS CAR, never missed a payment, owe $700 on my loan and I have NOTHING to show for it. I like to think it's the wiring from where they put the Spireon LoJack GPS systems on (that they say they don't use). If I don't receive a response making it right, I WILL be contacting my attorney.Business Response
Date: 04/02/2024
In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. ****************** is upset with mechanical issues.
****************** purchased a 2010 ********** Lancer on November 16, 2019 from our company owned dealership on ********** in *********, **. He also purchased a 48 months or ****** miles service contract, whichever occurs first.
While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.
Our service records show that ****************** has not brought his vehicle to our service department since the time of purchase. Upon receipt of this complaint, Byrider contacted ****************** regarding his most recent concern. ****************** suggested the *** unit on his car caused the electrical issues. Byrider uses *** devices on all our vehicles and the installation is a simple process that typically does not cause wiring issues. We explained that electrical is not covered under the vehicle service contract, which was also disclosed at the time of purchase. In addition ****************** is now out of his vehicle service contract for 4 months. Byrider can provide assistance in diagnosing any issues with the vehicle as well as evaluate the ***, but to receive this service, ****************** will need to make an appointment. Alternatively, he is free to have his vehicle serviced at any service department of his choosing.
Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience, and we value ****************** as a customer.
Initial Complaint
Date:03/27/2024
Type: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.
Got the car in April of 2021 the car has been in and out of the shop since getting the car. The consuming part is from January 24, 2024 to February 14, 2024 my car was in the shop needed a engine, they put it in and I went up to the sales department and paid my fee and took my vehicle the same day my car broke down while I was driving. The car went back in February 15,2024 they came and towed it. The car was in the shop tell February 23, 2024 the engine misfired on me again but before it did and I got the vehicle on the vehicle a bolt was loose and I took the vehicle to the sales place on February 15th same day to complain and see what to do they said that its not on them its on the service department. As well as that same day there was no paperwork showing what was worked on. Now its back in the shop since February 23,2024 and is on the 3rd engine and still not fixed. I have called to get updates talked to so many people to see if I could get a credit for the months I paid for my vehicle when I couldnt drive it. I pay 188 ever two weeks for it and cant drive it. I also asked if I could have a new engine instead of used so we are not in the situation they said no as well.Business Response
Date: 04/02/2024
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 2011 Chevrolet Traverse on April 6, 2021 from the Byrider location on **************** in Indianapolis, IN. The vehicle is covered by a 48-month/60,000-mile service contract.
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.
The vehicle came into service in January and it was determined that the engine needed to be replaced. A replacement engine was ordered and the repair was completed by February 14th. The work was completed under the service agreement and there was no out of pocket cost to ****************. The vehicle was towed back in at the end of February and it was determined that the replacement engine was defective. The work was sublet out to ********** ******** to complete the engine replacement. The engine was ordered and received on March 30th.
The vehicle is currently undergoing repairs and is expected to be completed by Wednesday, April 3rd.
At Byrider, customer satisfaction is our top priority. We sincerely apologize for any inconvenience you have experienced due to the issues. We highly value **************** as a customer. We look forward to our continued relationship.Customer Answer
Date: 04/05/2024
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,
*************************
Initial Complaint
Date:03/22/2024
Type: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 had 2 replacement turbos from Byrider corporate that is now under warranty. and now that it is ANOTHER bad part INSIDE of the turbo I have to pay for it??? This is ridiculous and Im tired of having to deal with corporate getting CHEAP parts for my car. I want my car to ACTUALLY BE FIXED!!!Business Response
Date: 03/27/2024
In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. **************** is upset with mechanical issues.
**************** purchased a 2012 Kia ****** on January 26, 2021 from our company owned dealership on *************** in **********, **. She also purchased a 48 months or ****** miles service contract, whichever occurs first. **************** has put over ****** miles on her vehicle and has now exceeded her service contract mileage.
While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.According to our service records, the turbocharger failed and was replaced. While the turbo components are not a covered item under the service agreement, Byrider has covered the costs of these repairs as a gesture of goodwill. **************** has exceeded the mileage covered under the service agreement and future repairs including labor and parts will be her responsibility.
Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience, and we value **************** as a customer. We look forward to our continued relationship.
Customer Answer
Date: 03/27/2024
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.
[Provide details of why you are not satisfied with this resolution.]
The turbo that was recently replaced I was told was UNDER WARRANTY. I was told by Byrider about this.
Regards,
*************************Business Response
Date: 03/28/2024
We stand behind our original response. **************** has exceeded the mileage covered under the service agreement and future repairs including labor and parts will be her responsibility.Customer Answer
Date: 03/28/2024
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 will be getting the news involved then. I know multiple people who have gone through you all and have experienced the same things. Just because the business changes their name doesnt mean you all arent crooks anymore. Thank you and have a great day.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*************************Initial Complaint
Date:03/20/2024
Type: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.
Well I bought a ********************************* 2022 I have had taken it to tem in jan to fix it and they didn't fix anything so on March 5 I take it back cause the same problem is happing again so its been ther for all thisctime thenvthey send it **** garage to find out why it won't start they have had it for 3 days and still working on it cause they said its yhe brain or something so now its been going on 3 weeks and no car I was told that they have 15 days to hold my car if they can't fix it they have to refund me my money or give me another car of equality value I have a 30 month or 30k mile warrantyBusiness Response
Date: 03/25/2024
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 **** Fusion on December 17, 2022 from the Byrider location on State Street in *********, **. The vehicle is covered by a 30-month or 30,000-mile service contract.
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.
The vehicle was towed into service in January with complaints of the vehicle not starting. Despite **************'s efforts, they were unable to replicate the problem, and no error codes were present to provide further insight. ********************** stated he needed the vehicle back for a doctors appointment and could not leave it for extended testing. He was advised to contact service if the problem persisted. ********************** incurred no out-of-pocket expense, as Byrider waived the diagnostic fee.
The vehicle was dropped off on March 5th for the recurring no start problem.. The technician was able to duplicate the no start issue and found the problem to be with the fuel system. The vehicle was sent to a local **** dealership for further diagnosis. The **** Technician discovered a faulty Powertrain Control Module. The part was ordered and **** scheduled the installation. Due to the specialized diagnostics and part availability the repair took longer than expected. ********************** is scheduled to pick up the vehicle today. The part is not a covered item under the vehicle service contract.
At Byrider, customer satisfaction is our top priority. We sincerely apologize for any inconvenience you have experienced due to the issues. We highly value ********************** as a customer. We look forward to our continued relationship.Initial Complaint
Date:03/19/2024
Type: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 brought a car from this company. The sales man had me into two different rooms signing contracts before I even looked at the car. I asked for a truck and they gave me a ***** tracks. I found out the next day the car did not have any heat the first bad winter storm **** had this year. I took it too there shop and they said they fixed it. I still didnt have no heat after they said the technician fixed it until the third time I had to go back for more issues this car has. The sales man told me one price now there are saying I owe ****** for a car I do not want and is falling a part since day one. Now since the last time it was in the shop it has hood damages now and they are not trying to take the blame that it happened in there shop. As I was driving the car back from the shop on a rainy day my booster hose was not connected so it had me pull over because the car was shutting down on me. Due to the hose not being attached to the booster housing. They are not trying to be a fault of anything that happens after it leaves there lot. Even though I have pictures of my car of what it looked like before and after it left with the tow company to there shop. This company is not a good company at all I asked since my heat went out can they check to make sure nothing else was going to go wrong. They said they did but right after that I needed spark plugs and basically a tuneup on an$****** vehicle that is not worth it falling apart since day one. They said they would have me a truck better then my trade in they lied all my trade in needed was a tuneup not all the problems they just sold me in the dark ******* to get the last customers money.Business Response
Date: 03/20/2024
In the case of *******************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. ******************** is aggrieved with the condition of her vehicle.
******************** purchased a 2015 Chevrolet Trax on December 13, ********************************************************* ********, **. She also purchased a 30 months or ****** miles service agreement, whichever occurs first.
Before making it available for sale, each Byrider vehicle undergoes an in-depth inspection and reconditioning process to ensure its functionality and reliability.
Our service records show ******************** brought her vehicle to our service department on January 30, 2024 due to no heat. ************** replaced the blower motor resistor and the valve cover at no cost for ********************. She returned on February 28, 2024, with a transmission issue. Before beginning the inspection, ************** observed the hood damage and believed ******************** was already aware of this damage since it arrived this way. The total cost of the transmission repair was $1,224.39. All eligible parts and labor were processed through the service agreement leaving ******************** with an out-of-pocket expense of $500. She retrieved her vehicle on March 5.
The following day, ******************** contacted the service department to discuss the hood damage. We informed her that the damage was present upon the vehicle's arrival. While we empathize with ************************ situation, Byrider has no knowledge of the damage occurring while at the service center as it was noted upon arrival.
Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience, and we value ******************** as a customer. We look forward to our continued relationship.
Customer Answer
Date: 03/24/2024
My Small SUV is now due for an oil change. I normally work on my own vehicles. I climbed under the vehicle 03/24/2024. When I got to finally get to see the bottom of the vehicle again I found that the bolt has been rounded off almost, it is leaking in more then one place on the vehicle. Due to the rain, snow, and the weather we have been having I have not got to see the bottom of the vehicle until now. I recorded the sounds that I kept asking them to check out. It sounds like it is getting worse. Id rather have a better reliable vehicle that has not as high miles that is on it. With the promise the sales man promised I would be in a better and reliable vehicle when this one has been in there shop since I purchased it from them.Customer Answer
Date: 03/26/2024
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.
My Small SUV is now due for an oil change. I normally work on my own vehicles. I climbed under the vehicle 03/24/2024. When I got to finally get to see the bottom of the vehicle again I found that the bolt has been rounded off almost, it is leaking in more then one place on the vehicle. Due to the rain, snow, and the weather we have been having I have not got to see the bottom of the vehicle until now. I recorded the sounds that I kept asking them to check out. It sounds like it is getting worse. Id rather have a better reliable vehicle that has not as high miles that is on it. With the promise the sales man promised I would be in a better and reliable vehicle when this one has been in there shop since I purchased it from them.
Regards,
*******************************Business Response
Date: 03/29/2024
While we understand that dealing with any service issue can be frustrating, a preowned vehicle like any other mechanical device will require routine maintenance and repairs to ensure its continued operation. We cannot adhere to ********************** request for a different vehicle. ******************** purchased a 30 months or ****** miles service contract, whichever occurs first. Byrider will stand behind the vehicle service contract.
******************** contacted ** on March 26 to report new problems with her vehicle. We tried to schedule an appointment, but she said she would call us back. While Byrider is willing to diagnose ************************ vehicle, she must bring it in for evaluation.
Customer Answer
Date: 03/29/2024
Due to the effected vehicle the company states they make sure the vehicles don't have any major problems to make sure the consumer can have a reliable vehicle. But yet since I drove the car home with no test drive because it was late at night. The vehicle has been falling apart and has a major leak. I have to work to pay for this vehicle and is the only transportation now. Since I traded my other vehicle in. Thinking it would be reliable when it is not. The price of the vehicle is not worth what they want for the vehicle. I shouldn't have to be in there shop every Tuesday or every other Tuesday to keep putting more miles on the vehicle and wasting my time. Just to get this problem solved when they had my vehicle way too many times before I had to complain. To others about this company. My credit is way too good to be treated like this as a customer they want to keep.
Customer Answer
Date: 04/01/2024
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.
Due to the effected vehicle the company states they make sure the vehicles don't have any major problems to make sure the consumer can have a reliable vehicle. But yet since I drove the car home with no test drive because it was late at night. The vehicle has been falling apart and has a major leak. I have to work to pay for this vehicle and is the only transportation now. Since I traded my other vehicle in. Thinking it would be reliable when it is not. The price of the vehicle is not worth what they want for the vehicle. I shouldn't have to be in there shop every Tuesday or every other Tuesday to keep putting more miles on the vehicle and wasting my time. Just to get this problem solved when they had my vehicle way too many times before I had to complain. To others about this company. My credit is way too good to be treated like this as a customer they want to keep.
Regards,
*******************************Business Response
Date: 04/03/2024
Byrider has attempted to contact ******************** to work towards a resolution. However, our efforts to reach her have been unsuccessful. Our most recent attempt was on April 3 at 9:53 am to ************ resulting in a left message. ******************** should call ************ and ask for *********************** to schedule an appointment at her earliest convenience. Byrider will stand behind the service agreement; however, ******************** must bring the vehicle in to be evaluated.Customer Answer
Date: 04/13/2024
I still do not agree with what has been going on with the ***** track it is now not running at all due to a radiator leak. I have not been able to make it back to there shop Because of my work as well my kids. I let them know I will be up there on a Tuesday they said they would try to rush me to the front but still will take up to 3 to 5 days to have the vehicle. I rather for them to just mark it to the blue book price. It still is not worth ****** with interest. It is not reliable since day one and I'd prefer to have something that is a real truck or third row Suv this truck is too small and has way too many issue's that it should not have at the price they put on contract.Initial Complaint
Date:03/17/2024
Type: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 the car for a year My transmission went Out they been having my car for two months its gettin ridiculous.Business Response
Date: 03/22/2024
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 2015 **** Escape with ******* miles on August 22, 2022 from the Byrider location on ************* in Indianapolis, IN. The vehicle is covered by a 36-month or 36,000-mile service contract.
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 February 7th the vehicle was towed in with complaints of transmission problems. It was determined that the transmission needed to be replaced. ************** had exceeded the mileage of service agreement having driven the vehicle more than ****** miles since purchase. ************* was advised that the cost for the repair was $3,219.19. In an attempt to demonstrate goodwill, the service manager offered a discounted rate of $2,000 for the completion of the work.The payment was required to start the work.
************** agreed and the part was ordered. It was received the last week of February. Because Byrider Service works by appointment, there were several other heavy line repairs ahead of Ms. ****** vehicle and work began as soon as possible. On March 19th during the repair process the technician determined that the replacement transmission was not aligning properly. A call was placed to the manufacturer who stated they would build a new one. The replacement was expedited but will take approximately a week to receive it. *********** manager has reached out to ************** during the process to keep her up to date on the progress.
At Byrider, customer satisfaction is our top priority. We sincerely apologize for any inconvenience and the unexpected delay experienced. We highly value ************** as a customer. We look forward to our continued relationship.Business Response
Date: 03/22/2024
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 2015 **** Escape with ******* miles on August 22, 2022 from the Byrider location on ************* in Indianapolis, IN. The vehicle is covered by a 36-month or 36,000-mile service contract.
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 February 7th the vehicle was towed in with complaints of transmission problems. It was determined that the transmission needed to be replaced. ************** had exceeded the mileage of service agreement having driven the vehicle more than ****** miles since purchase. ************* was advised that the cost for the repair was $3,219.19. In an attempt to demonstrate goodwill, the service manager offered a discounted rate of $2,000 for the completion of the work.The payment was required to start the work.
************** agreed and the part was ordered. It was received the last week of February. Because Byrider Service works by appointment, there were several other heavy line repairs ahead of Ms. ****** vehicle and work began as soon as possible. On March 19th during the repair process the technician determined that the replacement transmission was not aligning properly. A call was placed to the manufacturer who stated they would build a new one. The replacement was expedited but will take approximately a week to receive it. *********** manager has reached out to ************** during the process to keep her up to date on the progress.
At Byrider, customer satisfaction is our top priority. We sincerely apologize for any inconvenience and the unexpected delay experienced. We highly value ************** as a customer. We look forward to our continued relationship.Initial Complaint
Date:03/07/2024
Type: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.
My ram truck has been at the Colerain dealership for 4 months they cant figure out how to fix it under warranty i have spoke a few. People but no real help soon I will lose my job I dont even know the cost of all the repairs Im blind here I spoke to a gm that was really no help and now the location where my car is has close the store permanently so I dont know what to do I have been making all my payments so I feel this is not rightBusiness Response
Date: 03/12/2024
In the case of *********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. ************** is aggrieved with the amount of time it took for his vehicle to be repaired.
************** purchased a 2010 Dodge RAM 1500 on February 10, 2022 from our company owned dealership on *************** in **********, **. He also purchased a 36 months or ****** miles service agreement, whichever occurs first.
At Byrider, we are dedicated to delivering exceptional customer service by ensuring that our repairs are performed in a timely manner. In this instance, we encountered delays due to the complexity of the diagnostic process, as multiple codes were present. We understand this may have been frustrating and inconvenient, and we sincerely apologize for any disruption this might have caused. We kept ************** updated throughout the time we had his vehicle, and we are pleased to inform you that the repairs have been completed. ************** picked up his vehicle on March 8th.
Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience, and we value ************** as a customer. We look forward to our continued relationship.
Customer Answer
Date: 03/12/2024
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*********************Customer Answer
Date: 03/12/2024
I did not get any compensation I all most lost my job because your Mechanics did not do a full Diagnostics on my truck I paid 1300 for all this repairs plus paying people to take me to work because your Mechanics were not adequate enough to fix and u guys closed the store and fired everyone and that mad it even more difficult to get my truck done I should of not had to pay the full bill I just got the truck back and paid in full for the repairs I even had to pay your company should of did but no there cares if I lost my job from not having a car if the Mechanic knew they could not fix they should of out Source from the beginning and save so much timeBusiness Response
Date: 03/14/2024
Byrider has agreed to reimburse $600 for the recent repairs. We spoke to ************** and the refund will be sent directly to him. Once again, we apologize for the delay and inconvenience this has caused.Customer Answer
Date: 03/14/2024
thanks uCustomer Answer
Date: 03/14/2024
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,
*********************
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