Complaints

This profile includes complaints for Byrider Owensboro Auto Sales's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Byrider Owensboro Auto Sales

  250 E 18th St Owensboro, KY 42303-3753

  
• 

  Byrider Owensboro Auto Sales

  508 Main St Apt A Evansville, IN 47708-1605

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:05/03/2024

  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.

  My husband and I purchased a 2014 Chevy Equinox from Byrider’s in Owensboro Ky. On January 11,2024. We put down a 500 dollar deposit towards the overall 1200 total deposit. Then we have made biweekly payments of 193.00 until May 1, 2024. Within the 4 months of us having the vehicle, it was put in the service shop 3 times. Around February 29th (the first time in service) we were told the engine had seized up and they were going to have to replace the engine. We were under the impression that the service department replaced the engine and all should’ve been well after that. We were able to get the vehicle back on March 4, 2024. On April 1, 2024 the vehicle started to over heat and was leaking fluids on the driveway. I had told them numerous times it felt like the transmission was slipping. On April 8, 2024 they told us that they replaced the radiator plug, add 2 qts of oil, and filled with coolant. On May 1, 2024 we were getting in the vehicle about to leave the house and it wouldn’t start. We contacted Byrider again, and had the car towed to them so the service department could again, fix the problem. On May 2, 2024 they told us that the timing chain broke and the engine once again locked up. The general manager said he was working on a few options for us, between getting put in a new vehicle or them replacing the engine yet again. I told them I was okay with being put in a new vehicle and I was under the assumption that is what was going to happen. Later on that day the general manager called and said that they wasn’t going to put us in a new vehicle and was just going to give us our last two payments back and cut ties with us. I am not okay with this. I want all of the money back that my husband and I have paid on the vehicle. The general manager also made a comment about how he has had to replace the engine in that vehicle 3 times already and the company decided they weren’t going to pay for another engine to be put in. Sounds like he knew the car was junk.

  

  Business Response

  Date: 05/08/2024

  Regarding complaint number ******** for  ******** ************* we have thoroughly investigated the matter with the cooperation of the franchise-owned Byrider. *** ************* is upset by the mechanical service. ******* and ******** ******* purchased a 2014 Chevrolet Equinox on January 11, 2024 from the Byrider location on 18th Street in Owensboro, Kentucky. The vehicle is covered by a 24-month, 24,000-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. Unfortunately, the vehicle suffered a catastrophic engine failure shortly after purchase which required an engine replacement performed in February 2024.
  In April, the vehicle was again in the shop with another repair required. The service agreement covered the engine replacement; however, the engine failed and would again need to be replaced.  *** ******* insisted on a replacement vehicle however, that was not an option. The dealership has    refunded the last two payments made totaling $387.60 and released ******* and ******** ******* from their contractual obligation.

  Customer Answer

  Date: 05/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as we did receive the refund they did that without us even agreeing to that. Byrider just took it upon themselves to do what they wanted and not even refund me all the money we had put into the car or fix the equinox or put us in a new car. I want a full refund of my money because it’s apparent Byrider doesn’t value their customers and just do what they want that is easier for them. They don’t hold up to their end of their warranty policy. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:08/01/2022

  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.

  The engine and radiator both failed in my car 6 months into financing I continued to make car payments while this company had my car for over two months fixing it because they had my car for so long and I couldn’t make it to work I was getting behind on payments. My account manager ****** ***** informed me to not worry about the most recent payment coming up and to just make the new me upcoming ones so that’s what I did after gathering over 500.00 for the two payments plus the one I was told not to worry about JD Byrider still repossessed my vehicle the day that I was to make the payment. Now after being told that I was going to be able to get my vehicle back I am now being told that there needs be an official decision made I have driven a hour away from home twice s had to give gas money and sit in someone else’s home while waiting on a Mr. ****** **** (regional manager) to contact me back and doesn’t happen until hours later. He has waited until 8pm to contact me, he gives me times to contact him and never answers or even worse rejects my calls. I really just want my car back and to continue business like normal I have never been late nor gotten behind on payments until they took my car into their possession for two months. This company and the Regional Manager at that are both very unprofessional

  

  Business Response

  Date: 08/10/2022

  Ms. ******** purchased a 2013 Chrysler 200 on 9/21/21, with 122,496 miles on it, from the franchise-owned Byrider in Owensboro, Kentucky.  The vehicle is covered by a 24-month, 24,000 mile warranty, whichever occurs first. The franchise-owned Byrider has honored the terms of the warranty and acted in good faith to resolve her concerns. Her vehicle was towed into service on 5/27/22, with 140,084 miles on it, and it was determined that an engine replacement was needed.  The repairs were completed on 6/23/22 at no cost to Ms. ********. Additionally, Ms. ******** put roughly 17,588 miles on the vehicle in about 8 months before experiencing engine issues.  The franchise-owned CNAC has documented policies and procedures regarding the collection and servicing of accounts.  Ms. ******** defaulted on her retail installment contract, and a Notice of Intent to Repossess was sent to the address on file.  After attempts were made to assist her with rectifying the default, the difficult decision was made to repossess the vehicle.  The vehicle was picked up on 7/27/22, and all the appropriate disposition documents that detail Ms. ********’s options have been sent to the address on file.  Ms. ******** does not have the right to reinstate her contract, but she does have the right to redeem the motor vehicle by paying the full remaining balance owed on the contract (not just the past due payments) plus any expenses incurred prior to the final disposition of the vehicle.  After waiting the required amount of time, the franchise-owned Byrider intends to buy back the vehicle and adjust the account balance to $0, which will release her from her contractual obligations.  Her credit bureau report will show her account as “Paid in Full- Settled for less than the Full Balance.”  Documents were sent to the address on file with these details.   The franchise-owned Byrider apologizes for the inconvenience this matter has caused and wishes Ms. ******** the best in her future endeavors.