Complaints

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:03/25/2025

  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.

  I purchased my 2011 Nissan Rogue on October 7th, 2024 from Byrider in Terre Haute *******. When I purchased the vehicle, they did NOT advise to me that the vehicles frame was rusted to the point it is a safety issue. They gave me a 20% interest rate on a vehicle that could potentially harm me or others if the rusted frame snaps when I am driving. This is very unprofessional of them to sell a vehicle like that to one of their customers. Also after purchasing the vehicle, within 3 weeks I had went to Byrider about an issue with my back bumper that kept coming off when I was driving on I-70. **** ****, the guy who sold me my vehicle, told me that it just needed bumper clips. It turns out my back bracket is very rusted to the point and I feel like this is also a safety issue because if it comes flying off when Im driving that could potentially very well harm another driver. They also supposedly ordered bumper clips for my car from what they told me and I still havent got them. They ordered them in November of 2024 and it is now March 25th, 2025. If you could help me Id very well appreciate it because this is very unprofessional of them. I had texted them March 23rd, 2025 showing them a picture of the back bracket and got no response. If you guys need pictures of the frame I will gladly provide. Just let me know something. Thanks!

  Business Response

  Date: 03/26/2025

  In the case of Ms. ******* *************, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider. 

  Ms. ************* purchased a 2011 Nissan Rogue on October 24, 2024 from our dealership on S US41 Terre Haute, IN. She also purchased an optional service agreement effective for 24 months or ****** miles, 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.  

  Before making it available for sale, each Byrider vehicle undergoes an in-depth inspection and reconditioning process to ensure its functionality and reliability. Ms. ************** vehicle passed inspection indicating that the frame wasnt as rusted at the time of sale as it is now.

  Byrider called Ms. ************* and left a message notifying her that the bumper clips came in. However, Ms. ************* did not return our call to schedule an appointment. We operate by appointment only and cannot accommodate immediate repairs upon unexpected arrivals. Service records show that Ms. ************* has not had her vehicle serviced with us since the time of purchase. Byrider would be happy to diagnose Ms. ************** vehicle; however we cannot do so without an appointment. Ms. ************* should call **************.

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

  
  

  Customer Answer

  Date: 04/07/2025

  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 just now seeing that they responded so I apologize for my late response. But no this frame cannot rust this bad in 5 months. It wouldve had to been bad before they sold it to me. They never contacted me about bumper clips and if they did I want proof. Also its not bumper clips it needs, it needs a whole new back bracket which I already told them and they ignored.
  
  Regards,
  
  ******* *****-*******

  
  

  Business Response

  Date: 04/08/2025

  Byrider is happy to address Ms. *************** concerns, however, we cannot do so without an appointment.  Upon receipt of this complaint, Byrider reached out to Ms. ************* and scheduled an appointment for her to drop off her vehicle at our service location on Thursday, April 10th, at 8 am.

  Customer Answer

  Date: 04/09/2025

  The lady at Byrider admitted she saw the picture of the rusted bumper bracket while she was on vacation. If the call was recorded on 04/07/25 at 11:57 AM, you will hear her admit this. This is very unprofessional for them to ignore something that could pose a risk to other drivers behind me if that bumper is to catch in the wind and fly at another car. They also ignored the rusted bumper bracket in my BBB complaint and treated it as the bumper clip was the issue which the bumper clip is NOT. So far, I am not satisfied at all. 

  Customer Answer

  Date: 04/11/2025

  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 lady at Byrider admitted she saw the picture of the rusted bumper bracket while she was on vacation. If the call was recorded on 04/07/25 at 11:57 AM, you will hear her admit this. This is very unprofessional for them to ignore something that could pose a risk to other drivers behind me if that bumper is to catch in the wind and fly at another car. They also ignored the rusted bumper bracket in my BBB complaint and treated it as the bumper clip was the issue which the bumper clip is NOT. So far, I am not satisfied at all. 
  
  Regards,
  
  ******* *****-*******

  
  

  Business Response

  Date: 04/14/2025

  Byrider has made the decision to end our business relationship with Ms. ************* and release her from her financial obligation. She will receive a $2,000 refund once she comes to our location to sign the appropriate paperwork. We will also remove the tradeline from her credit report to ensure her credit is not negatively affected.

  Customer Answer

  Date: 04/14/2025

  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:03/17/2025

  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.

  2/28/2025 I went into jdbyrider gotten a vehicle.from them at the Terre Haute IN. Branch. Had the car for 2 weeks. In that time I didn't have my insurance switched over. And yes waited until the last minute. So when my payment became due 2 weeks later I didn't have it switched or pay their insurance so they repossessed my car. They did this on 3/15/2025 which was a Saturday. They would not even give me until Monday considering this was a Saturday. I lost out on my $1,200 down payment. I simply just want my money back. I do not want to do business with a company who preys on people's downfall so they can keep their down-payments and resell the vehicle they repossessed.

  Business Response

  Date: 03/18/2025

  In the case of Ms. **** ****, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned CNAC. 

  Ms. **** purchased a 2014 Chrysler 200 on February 28, 2025 from our dealership on S US41 Terre Haute, IN.  

  CNAC has documented policies and procedures that govern our sales, underwriting, and collections. The terms of the retail agreement including the Promise to Pay, Amount Financed, Finance Charge, APR, Total Sales Price and Payment Schedule were disclosed both verbally and in writing before and during closing. It was stressed in closing that **** has a strict on-time payment policy and payments must be made on or before the due date. Additionally, Ms. ***** was informed that all down payments are non-refundable.

  Ms. **** defaulted on her first payment initiating the repossession of her vehicle. **** offered to split the cost of the repo fees if Ms. **** wanted to reclaim her vehicle. However, she did not accept the offer at that time. If Ms. **** would like to reconsider, she should call **** directly to make arrangements.
  

  
  

• Initial Complaint

  Date:02/03/2025

  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.

  01/13/2025 i paid jd byriders for a awesome car as they state themselves on ******** 01/18/2025 engine light came on and cut off after reaching my destination 01/24/2025 engine light came back on stayed with little misfire but not much 01/25/2025 took it to AutoZone to get the engine reading coded fuel injector faulty he also pointed out my car was leaking coolant which means the fuel got into my coolant block parked my car till my mechanic could look at it on so i got rides to work if i could or i had to miss out 1/27/2025 he got back in town later that night and said that the fuel injector is indeed faulty and I shouldnt have to pay the price or the cost for it cause its been they dont go out for at least 50 to ******* miles and I havent even drove it that much for it to go bad let alone had it that long said see if the dealership will fix it cause at the same time a faulty fuel injector is a fire hazard spilling gas all over the engine in the right spots hit i spark i would be cooked i called them 1/29/2025 on my lunch break to and I told em everything that my mechanic told me **** **** said it wasnt like that when it was here i replied you didnt tell me it was a fire hazard either he gets frustrated and transferred me over to a lady name ****** in services she tells me the same thing and that none of my repairs are covered in my contact so i have to pay for the repairs which doesnt mean since i just got the car havnt reached my ******************************************************************************************************** the coolant overheating under 2 weeks and they saying its my fault i only go to work and home only far rides is ******** which is 35 40 mins out cause i signed up for voluntary overtime since i have the car now currently without cause nobody will take me that far and lyfts like 70 dollars so i took them their car back to look at it or whatever and would call me and its 2/1/2025 no word

  Business Response

  Date: 02/06/2025

  In the case of Mr. ********* ******, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider.  Mr. ****** filed a complaint regarding mechanical issues he has experienced since purchase.
  
  Mr. ****** purchased a 2013 Dodge Avenger on January 13, 2025 from our dealership on S US41 Terre Haute, IN.  He also purchased an optional service agreement effective for 24 months or ****** miles, 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.
  
  Mr. ****** brought his vehicle to our service facility on January 29, 2025, without an appointment, due to a coolant leak.  To accommodate Mr. ******** vehicle, Byrider rescheduled other customer appointments. The vehicle required a new radiator and fuel injector, as diagnosed by our technicians. These repairs are not covered by Mr. ******** vehicle service contract. However, Byrider will split the cost of the repairs with Mr. ****** as a gesture of goodwill. Mr. ****** has been notified that his vehicle is ready for pickup.
  
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues have caused, and we value Mr. ****** as a customer.  We look forward to our continued relationship.
  
  

• Initial Complaint

  Date:01/31/2025

  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.

  On Jan. 27 th at 4p my fiancee in I purchased a vehicle that they were suppose to tell us about the extended warranty they have on the vehicle, we were told the car was ****** for a 2012 *** optima with ******* miles on it and then after all said in done when were finished paying this off it will cost us ******, on Monday Jan 29th I drove to work in ********* and when I got off the car wouldnt start, so I called them explained what was going on they after I callled in talked to 3 ppl to go to auto zone instead of trying to figure out how to get the car to them,I sat in the cold for 2 hours with no phone call had to call my grandma to come get me , they fine came in had it towed later that day but it left us with no vehicle, then we go to pick the car up on Thursday evening in were driving home on the interstate and the car is on cruise control and the car starts slowing down and when trying to give it gas it would not accelerate and then it would take off on us, thats after the issue with the car not starting in they put in a new start, then are brake lights wont go off, the passenger side rear view mirror doesnt work, the hood on the car wont open, the middle console to latch it shut is broke, we have the bogging out still going on they say there going to call me in never do and this car I trusted in thought was a good car has been nothing but a nightmare! We had to by a clutch clip for the brake, in it still bogs out, still waiting to see what there going to do my payments are high as ****, this car is suppose to get me back in forth to work just as well as my fiance and my kids to school in home in after the second day it has been an issue on from there. We just want out of the contract there is a lemon law we signed the paper as well as they did! Oh in then we got told it has a recall that we will get the paper in we need to set it up with a *** dealer never got that paper or all the paperwork we signed.

  Business Response

  Date: 02/03/2025

  In the case of Ms. ****** *******, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider. Ms. ****** filed a complaint regarding mechanical issues after the recent purchase.

  ******* ******** and ****** ******* purchased a 2012 Kia ****** on January 25, 2025 from our dealership on S US41 Terre Haute, IN. They also purchased an optional service agreement effective for 24 months or ****** miles, 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. Service records show that Ms. ******** vehicle went through this inspection.

  Upon learning of the mechanical issues, Byrider retrieved Ms. ********* vehicle and replaced the starter at no cost on January 27. On January 31, Byrider agreed to pick up the vehicle, at no charge to them again, and to release them from any further financial responsibility.

  Byrider strives to achieve the satisfaction of every customer. We apologize for the inconvenience.
  

  
  

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just financed a car with Byrider on October the 18th, 2024. Today, October the 21st, 2024, the car died in the middle of the highway and would not stay running. I took it to Autozone for a diagnostic and several codes popped up. I also checked the oil and there is barely any in the motor yet said it had an oil change. I think they were hoping I blew the engine. I contacted Byrider and they are acting sketchy. I have been waiting several hours for them to come tow the car.

  Business Response

  Date: 10/25/2024

  In the case of Mr. ***** ****** complaint number ********* we have investigated the matter with the full cooperation of the franchise-owned Byrider.  Mr. ***** filed a complaint regarding mechanical issues he experienced immediately after purchase.
  

  Mr. ***** purchased a 2014 **** Fusion on October 18, 2024 from our dealership on S US41 Terre Haute, IN.  He also purchased an optional service agreement effective for 24 months or ****** miles, 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 Monday October 21, 2024 Mr. ***** contacted the Byrider service department and stated the vehicle broke down and he would like the vehicle towed to our facility.  Towing is not a covered expense or something we normally coordinate.  It is up to the customer to contact us and coordinate the vehicle tow.  However, as a gesture of goodwill, Byrider made the arrangement to have the vehicle towed.  
  

  The vehicle arrived in the evening on Monday October 21, 2024. after the vehicle service department was closed.  On Tuesday October 22, 2024, the vehicle was immediately brought into the shop for diagnostics.  The technician found that the fuel pressure sensor needed replacing.  The work was completed at no cost to Mr. ***** and the vehicle was ready for pickup by Tuesday afternoon.  
  

  Byrider also verified that an oil change had been performed on the vehicle on October 2, 2024 which was right before Mr. ***** purchased the vehicle.  The technician failed to reset the oil life indicator which is why the vehicles oil life showed at 31%. This was corrected during the service visit.
  

  Upon completion of the repairs, Byrider reached out to Mr. ***** informed him of the status and let him know the vehicle was ready for pickup.  As of October 25, 2024, Mr. ***** still has not picked up the vehicle. 
  

  Byrider apologizes for any inconvenience the repairs may have caused Mr. ****** but they cannot adhere to his request to be released from his contractual obligations.  They remain committed to honoring the terms of the service contract if any future mechanical issues should arise. 
  

  
  

  Customer Answer

  Date: 10/25/2024

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

• Initial Complaint

  Date:10/06/2024

  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 bought a 2015 *********** a little over a year ago from them. I have had nothing but trouble with this car. The car lot never wants to fix it but when they do work on it its like a couple weeks later something else goes wrong with it. For as much money I paid for this car and only having it a year it should not have so many mechanical problems. I need help with getting them to fix it correctly or replace it with something that doesnt have an issue

  Business Response

  Date: 10/22/2024

  Ms ******* purchased her 2015 GMC Terrain, VIN *****************, on 6/1/20323.

  On 10/10/2024, the customer came in, threw her keys at the Service Writer and said she was done with it. The Finance Manager talked to her bout her loan agreement and the customer said that she already purchased another car and was done with this one. She has had it for 1 year and 4 months, put ****** miles on it, and did not maintain regular oil changes. Our Service Manager drove the car and said he didn't have any issues with it dying.  It has a CEL for fuel pressure sensor and that was it. 

  Ms ******* still owes $12,316.80 on her loan.

  Please let me know if I can be of further assistance.

  Customer Answer

  Date: 10/23/2024

  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,I did not throw the keys at anyone first of all. I only missed 1 oil change. I have had trouble with this car since I bought it and they never fixed it correctly. It was always a fight to get them to work on it. This last time it started having trouble I called them 6 times and never got a call back, so yes I got sick of having something that was not safe to be on the road and gave it back and got a different car some place else. Im not the only one who has trouble with Byriders they are well know to s**** people over with junk. Im not paying for something that is not safe to drive. If they would have fixed it correctly then it would have been different. The wouldnt even fix it the last time if I didnt contact BBB the first time. ****** learned to listen to others about a business.
  
  ****** *******