Complaints

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Bought a car from this dealer. Didn't have any problems until I moved out of state and my car was attempted to be stolen. It's so happens that my car became a total loss of my insurance. They sent them a check. I had already paid most of my car except a little over $9,000. The check was cut for ******* I had a remaining balance of a little over ****. I called to make payment arrangements and find out why my balance had jumped up to $1900 ***** who works in the finance department said that I was responsible for the remaining balance including interest and fees. I asked why I am still accruing interest on a vehicle I no longer have. He said it is in my contract, I had them send me a copy and nowhere in my contract did it say I was responsible for interest and fees it just says I'm responsible for the remaining balance. I asked him to point out where in my contract it says I'm responsible for these things and he said he would have to look and call me back. Never got a call back, left messages, yet now on my credit it's a charge off and I have negative notations. I called and complained and still have noone calling me back. They know they are wrong and when I questioned it instead of being professional and speaking to me they charged off my account and blame me for not making payments when I have been waiting for answers and still waiting.

  Business response

  12/21/2023

  In the case of ************************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC.  *************************** is disputing the validity of her account balance and subsequent credit reporting.
  *************************** purchased a 2011 ***** 3 on November 13, 2021 from the franchise-owned Byrider location on ***************** in Denver, ********.  
  On November 11, 2023, CNAC was notified that the vehicle was deemed a total loss in an accident.  ************ check was issued from and applied to the account on September 15, 2023, leaving a deficiency balance of $1982.90. The account was charged off on October 17, 2023.
  ******************************* purchase was secured by a retail agreement. The terms of the agreement, including the Promise to Pay, finance charge and total sales price were disclosed both verbally and in writing prior to and during closing. The promise to pay and payment terms section states the finance charges accrue on the unpaid balance until paid in full.  ********** has a deficiency balance owed of $1982.90 that will continue to accrue finance charges until paid in full. 
  At CNAC we strive to achieve the highest level of satisfaction with every customer.   While we sympathize with ******************** predicament, CNAC is required by the Fair Credit Reporting Act, as a data furnisher, to provide accurate credit reporting. We cannot adhere to her request to have this removed from her credit report.

  Customer response

  12/21/2023

   
  Complaint: 20917310
  
  I am rejecting this response because:
  II asked their finance manager ****** to show me where in my contract it states that I am responsible for interest and fees occurred. I have sent my contract and nowhere in my contract does it say that I am responsible for fees and interest occurred? It does say that I'm responsible for the balance and I was willing to pay that but not the fees. When I asked them to show me in my contract specifically where it says that nobody got back to me, you charged off my account. That's not how it works. If I'm asking you to show me specifically in my contract that I've read multiple times and see that I'm responsible for the balance but nowhere does it say that I'm responsible for the balance plus interest in fees? And when I ask you as the business to point it out and show me in my contract, you don't just charge off my account and never contact me again
  Sincerely,
  
  ************************************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a vehicle which is a 2008 ***** Impala in March of this year. When I first got the car it seemed to be running fine but then a couple weeks later it was doing things like most of the lights on the dashboard would come on but u can't tell what's really wrong with the car. There was times I drove it and would park when i started to drive it again it wouldn't start the keys would be stuck. I had to wait to see if anyone had jumper cables. I went to take it to JD by rider so they can see what was wrong and I waited three hours for the same problems with the car like they didn't fix anything. Couple of weeks later the same things kept happening I had to call a tow and he looked under the hood and wires was out of place and the car sparked when he put his jumper cables on it. I'm driving a car that needs alot of repairs. Now the car will turn on but the gears won't shift if it's in park it won't shift to neutral or reverse or drive. I have a new job that I start tomorrow and I can't due to this car no working right. I had to use a ?? in order to put the car in reverse or drive. I called them today and told them the situation. Either they need to replace whatever is wrong like the transmission or give me a vehicle that works it's not fair for me to pay a car note on a car that I cannot drive. I only had this car for 7 months and there's too many problems with it

  Business response

  10/16/2023

  In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the ****owned Byrider.  **************** is upset by the mechanical difficulties she experienced. 
  Kzzie McCain purchased a 208 Chevrolet Impala on March 3, 2023 from the franchise-owned Byrider location on ***************** in Denver, ********.  The vehicle is covered by a 36-month, ****** mile warranty, 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. Service records show **************** has visited the service center three times since purchase. In April, ******************************************* May, the window was repaired and most recently, September 28, the vehicle was towed in because it would not go into gear.  After diagnostic, it was determined that the Transmission Shift Cable Bushing had cracked, which is a common problem with the Chevrolet Impala. The vehicle was fixed and returned to the customer. Upon receipt of this complaint, we reached out to **************** and she stated she was satisfied with the service work performed.
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value **************** as a customer.  We look forward to our continued relationship.

  Customer response

  03/04/2024

   Hello my name is *************************. I leased a car in March of 2023. It is a 2008 ***** Impala silver color. Right now it is parked at my daughter's house. This is the second time that the car won't start the key is still inside the ignition. They fixed it what I thought was fixed last time and now it's doing the same things when I took it to them the second time. I brought 2 new tires and they both went bald due to them not changing the wheel alignment. Tuesday I was going to take it for that and either the engine went out or the battery I can't tell due to so many things already wrong with this car. I refuse to keep paying on this car when I can't even drive it. It has too many problems and it's not what it's worth idk know who sold u guys this vehicle but your wrong for selling it to me when it's badly damaged. This car is not fixable and either give me what I kut down for it or provide me with a decent reliable running car.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have never once been late on our bi weekly car note and on 3 separate occasions they have turned our car off on a Friday and went all weekend with no vehicle. Causing my husband to lose 2 jobs for his company and me not being able to do door dash. We don't know what to do about this happening to us because it just happened again in Friday the 22nd of September 2023.

  Business response

  10/05/2023

  In the case of ***********************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned ****.  ********************** is aggrieved by her vehicle being turned off.  
  ********************** purchased a 2007 Chevrolet Impala on April 27, 2023  from the franchise-owned Byrider location on ***************** in Denver, ********.  She signed a retail agreement to secure her purchase. Part of that agreement was a disclosure of the tracking and disabling device on the vehicle.
  ********************** defaulted on her retail contract, and her vehicle after multiple attempts to contact **********************, **** made the difficult decision to exercise the use of the disabling device on the vehicle. ********************** was fully aware of this possibility when she defaulted on her retail installment. 
  At **** we strive for the highest level of satisfaction for every customer.  While we sympathize with Ms. ********** predicament, she did default on their retail contract.

• Initial Complaint

  07/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company sold me a vehicle is poor working condition. They provide in-house financing with CNAC and also provides a service center. My vehicle has been in their repair sender several times with minimal work actually being provided because the issue would return. The car was sold to me with an engine on full recall under the manufacturer which was found out during an oil change. I contacted them and was told they have nothing to do with the vehicle being under recall. I have made several complaints regarding the engine and other parts not functioning properly and the issues have never been addressed correctly. The final straw was falsely reporting my car as repossessed with $0 owed 6 days after I made payment to have my car returned back to me. I paid on 6/24/23 and they reported on 6/30/23 after taking my money. Once I complained they shut off my car preventingvit from being driven and I am only 2 weeks late on payment not 30 days per their on rules. I pay biweekly not monthly. This was done out of retaliation 100%. They did this after business hours knowing they would be closed for the next 2 days. Now the car is stranded in some parking lot at a store risking a tow at my expense. Overall this company is shady and is refusing to rectify any issues I have addressed with them over the 2 years and 8 months I have been doing business with them. I want my credit corrected and a refund from the payment they are not reflecting I made.

*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. ↩