ComplaintsforJ.D. Byrider

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Myself and my wife purchase a 2016 Dodge Journey from JD ByRider and we also purchased extended warranty which covered the car for up to ***** miles and 4 years. Since we have brought the car into their shop 5 times for power issues. We have had the battery replaced and the alternator replaced 5 times. The car continued to keep breaking down. We would call their service **** but all other issues was not covered under their warranty so they advised us to fix it ourself or bring it to them and we pay them to fix it. Of course they were charging a lot to fix it so we chose to fix the issues ourselves. We had completely replaced the plant system in the car and finally the car was fine and then the engine blew 3 months later causing the engine to overheat excessively which caused the coolant reservoir to leak due to it being plastic. So we decided to return the car by surrendering however ******** who works for cnac which is jdbyrider told me we can get into a new car instead but we needed to pay the car to catch it up. I told her that was fine but then she stated all depends on the sales people. I told her that our vehicle is still under warranty and we had confirmed this when the engine blew with the service department which I never told her. But see ice **** at ByRider already said the warranty covered the engine being replaced. So I agreed if they fixed the car we would take the car back. But it seems like they are scamming us into just taking our payment and leaving us in a car we will have to continje fixing. We just want to be out into another car without down payment and continue our payments where we left off. We want no other thing. She then told us they cannot honor the warranty. I'm looking to get a lawyer with which my company have offered to provide for us. We are looking for a resolution outside of court though. But we don't mind going to court if it means that's the route we should go.

  Business response

  06/10/2024

  Regarding complaint number ******** for *******************************, we have thoroughly investigated the matter with the cooperation of the franchise-owned Byrider. ******************************* is upset by the mechanical service.
  
  ******************************* purchased a 2016 Dodge Journey on June 23, 2022 from the Byrider location on ************** in ************, ** . The vehicle is covered by a 36-month, 36,000-mile limited warranty. 
  
  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 in for service on July 27, 2023 because it would not start.  The technician diagnosed the problem and found that the alternator clutch pulley failed and that the battery had a faulty cell.  These items were under warranty by the manufacturer which resulted in no out of pocket cost to *******************************.  All eligible repairs have been paid by the limited warranty. 
  
  In April 2024, ******************************* called the service center stating the engine was cracked and the wires were burnt. He was advised to bring the vehicle in for evaluation.   On May 19th, CNAC received an email stating that the vehicle was broken down and needed to be picked up.  
  CNAC arranged for the vehicle to be picked up and towed to the service center.
  
  Byrider is willing to take the vehicle in as a trade to get ******************************* into a new vehicle; however, he is in default of his retail agreement and would be required to bring the account current. ******************************* would need to qualify for a new purchase, using the Dodge Journey as a trade. 
  
  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

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car went through *** byrider for a warranty repair following an accident that happened in October of 2023. Their communication has been nothing less than poor. Between them and the service shop they use for warranty, my car was in terrible condition when I went to pick it up 5/30/24. The car was vandalized and the interior driver door panel was completely removed along with the handle. The driver door will not open from the outside and I have to crawl from the passenger side to get into the driver seat and back out. My car was not in this condition when I sent it for repairs. I was told by the repair shop that as a courtesy they were ordering parts for my car door as they were only obligated to fix the body work following the accident. I was told that everything was fixed and paid 500 for the services on 5/30/2024. They first had me pay and later have the keys to the car. To my horror I can not get into the driver side with the handle, the interior door panel and door handle on the driver side is missing and things were stolen from my car. I spoke with ***** at Byrider who told me to contact the service shop. She also told me that they had to remove my door panel to get into the driver side of my car. When I called the service shop, **** was telling me that they misplaced my door panel. Then he put me on with another CO worker who then told me that my car arrived to their service shop with the door panel missing as if it was never on the door and told me that it's possible the tow truck company took it off before taking my car their. They are also not able to furnish any paperwork to me after I paid that shows a break down of the work they did to my car as it was in their care for 8 months and they kept telling me that it was still being worked on. They refused to do anything for me and asked me to come out of pocket to repair my door and not taking accountability for anything nor the fact that things were stolen and the repair shop did not fully repair my car.

  Business response

  06/04/2024

  In the case of *******************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider. Mr. ****** is upset with the condition of his vehicle following an accident repair.

  Mr. ****** purchased a 2013 ******* Elantra on December 3, 2021 from the Byrider location on ************* in ************, **. The vehicle is covered by a 36-month, ****** mile warranty, whichever occurs first. 

  On May 9, 2023, Mr. ****** called about a damaged door latch, lock, and handle. Byrider gave an estimate of $148.52 for the door latch and lock and $65.75 for the handle. However, Mr. ****** opted to decline both these repairs at that time.

  On October 23, 2023, CNAC was notified that the vehicle was involved in an accident. Mr. ****** provided photos for a visual estimate, and CNAC initiated an insurance claim with ARS. The vehicle was taken to Custom Collision for repairs on November 13, 2023. 

  On April 30, 2024, CNAC received notification from Custom Collision that Mr. ******s vehicle was still in their shop, and they were unable to collect the $500 deductible from him. CNAC promptly contacted Mr. ******. Mr. ****** paid CNAC $500 and retrieved his vehicle on May 30, 2024. After picking up his vehicle, Mr. ****** reported that the inside door panel was missing, the door lock, latch, and handle were damaged, and his personal property had been taken. A technician at Custom Collision confirmed it arrived like that. Byrider has no knowledge of the missing panel. 

  Upon receipt of this complaint, Byrider reached out to Custom Collision. They agreed to replace the door panel. However, the door latch, lock, and handle would need to be repaired at Mr. ******s cost as these were pre-existing damages. With regards to the missing personal property, Custom Collision advised there were no items taken from Mr. ******s vehicle, and Mr. ****** was unable to provide Byrider with a police report.  

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

  
  

  Customer response

  06/06/2024

  I find the response from the business to be untruthful. First off the communication between Byrider and the collision center have been nothing but poor. Let's talk about the time frame. I have been without my car since October of 2023. I have been calling Byrider and MS ***** from CNCA was telling me that she was going to check with the collision center numerous times to get an update. When my car was picked up on October, I had no issues with driver door. The accident impacted the front of my car not the side of my door. My driver door should not have been worked on by no one. I did not call to inquire about fixing the door to my car on May 9th 2024 and was not given an estimate to fix it. I was called by a rep from CNCA to tell me that my car was fixed and was being towed from the collision center to Byrider. It has taken 8 months for them to repair my car. When I went to pick up my car, it had a door panel and handle to open and close the door. I no longer have a door panel and no door handle to open and close my driver door.... Also I was told by **** at the collision center that he ordered my door panel and it would be in by Monday 6/3/24. He is not replacing the door panel with a color that matches the other door panels to my car. It would be a different color that doesn't match my other door panels. **** has not called me. This is The same pattern that I've dealing with since my car has been getting worked on since October. I find myself being placed in this vicious cycle of he say, she say yet again and no one follows up with me not keeps their word. They are pointing fingers on the the collision center and the collision center is pointing fingers on the tow truck. Again my car was not picked up in this condition and it's not right to be returned to me this way. If Byrider will like to make this right, they would repair my door and place a matching door panel and door handle on my car without any cost to me since it was removed off of my car after the vehicle was picked up and worked on by the service shop. I waited 8 months to get my car back and for it to be in this condition is showing that Byrider values me as a customer and my safety. They expect me to drive my car off of their lot with a driver door that does not have a functional driver door that will open because someone removed the handle while in their care. This is not safe and disgusting. When I call to inquire about this last time Ms ***** from CNCA told me to deal with it and hung up in my face on May 30.

  Business response

  06/10/2024

  We stand by our original response. Byrider worked with Customer Collision to replace the door panel. Mr. ****** will be responsible for covering the cost of the door latch, lock, and handle repairs.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased the vehicle sometime in January unsure of the exact date can provide later, however I called to inform the service department of my concerns of the vehicle such as not wanting to accelerate or when slowing down in traffic making a noise an struggling to go or to go past a certain speed for a short period of time, almost like transmission issues, service airbag system was also flashing on the dash, smelling like gas when starting the car or turning on air or heat, check engine light came on as well. Had it read at autozone they said car needed spark plugs changed/tune up. Expressed my concerns about the vehicle “Abbi” took note, car was due to be looked at march 7th. I received a phone call march 8th saying that the ABS module needed to be serviced an AMMCO was going to do the work. Paid $53 detectable to pick the car up march 12th I pulled off the car was in even worse shape, contacted service department again the following day the towed the vehicle from my home. March 14th called yesterday they said they hadn’t heard from AMMCO but said they were trying to duplicate my concerns an couldn’t. Gave me their number I called myself, AMMCO expressed that the first time the vehicle was taken to them they only rest the computer on the car there was no service done. An they didn’t drive it prior to byrider saying they did an expressed that the vehicle indeed does smell of gas when started an the stalling problems I was experiencing the technician said car needs new spark plugs an other work which could be what is causing the misfire until those are fixed he can’t say if other issues need to be fixed and fuel line needs to be dropped an a certain part needs to be replaced, he contacted byrider and they said they can do the work and they’d pick up the vehicle. Haven’t been able to contact anyone in the service department since. Going on two weeks without my vehicle.

  Business response

  04/05/2023

  In the case of ******* ***** ********* ****** ********* we have investigated this matter
  with the full cooperation of the franchise-owned Byrider. *** **** is aggrieved by the
  mechanical difficulties she is experiencing with the vehicle.
  *** **** purchased a 2016 Chrysler 200 on January 3, 2023 from the franchise-owned Byrider
  location on Cassat Avenue in Jacksonville, Florida. The vehicle is covered by a 36-month,
  36,000 mile warranty, whichever occurs first.
  On March 6th, *** **** contacted us stating she had a check engine light on and an Autozone
  computer said it needed spark plugs. We had the vehicle sent to Aamco to service the vehicle.
  While the vehicle was at Aamco, *** **** informed us that she had to replace her driver's side
  tire three times and the rim pressure sensors were not working. On March 13th, Aamco
  informed us that they had reprogrammed the computer, but were not able to find any issues with
  the tires.
  On March 16th, *** **** brought the vehicle back. We replaced the coil packs and completed
  a front end alignment. Our technician did not smell gas, but stated that it could be related to the
  coil pack issue. We set an appointment for April 10th for the airbag light.
  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.
  Byrider strives to achieve the satisfaction of every customer. We apologize for any
  inconvenience the issues have caused, and we value *** **** as a customer.

  Customer response

  04/06/2023

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

  I am rejecting this response because: when I contacted the service department I expressed my concerns about the smell of fuel, the car not wanting to exceed past a certain speed if it did the vehicle acted like it did not want to go. An the service airbag light was on. When I dropped vehicle off March 7th, Abbi did not contact me for serval days, I contacted them she stated to me that amco fixed the ABS module that was what was causing the stirring wheel problem. None of that was even my concern nor was the ABS light on the dash. When I went to pick up the vehicle I paid a $53 deductible, to pull off their lot and my car was now misfiring worse than it was when I dropped the car off. I contacted them again and they towed the vehicle from my home, to AMCO. After sitting with AMCO serval days AGAIN I contacted ABBI and which she informed me that the Techs at AMCO were not seeing the issues I was and gave me their contact information. At that time I contacted AMCO. AMCO tech informed the first time my vehicle was there they never serviced the car just rest the computer. Unlike what Byriders service department told me. They also informed me of all the issues with the vehicle, that indeed you do smell fuel when starting the vehicle, an or Turing on air or heat, it is misfiring car needs complete tune up all the spark plugs needed to be replaced. The fuel tank needed to be dropped to locate rhe leak. When byrider picked the vehicle up from AMCO they said they’d service it. Only thing byrider did was change the ignition coil. Said they didn’t smell fuel and didn’t see a need for the tune up. Upon picking the vehicle up they told me they did a oil change, which was also not true, and alignment which did not need to be done. As which I paid $10 for the oil change. So not only being fooled by the service department the finance department aka ******** illegally gave my address to another company that is not associated with byrider not have any co assisting policies. She verbally admitted she gave them the address. I’ll also go on to say she tried to tell me that the contract that I signed for my deferred payments wasn’t accurate. That I also have a copy of. She was rude and of no help, I contacted them many of times about the service department and they wouldn’t help or return my phone calls. 

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

  Business response

  04/13/2023

  Byrider has acted in good faith to resolve *** ****’s mechanical vehicle issues. The costs of all eligible repairs were covered under the vehicle service contract, and as a gesture of goodwill, Byrider covered the cost of some repairs that are not typically eligible for coverage. *** **** has not incurred any out of pocket expenses towards repairs beyond the standard deductible.  
  
  Regarding  the oil change not being completed, *** **** paid for the oil change coupon and did not take it to our partner vendor Take5 to redeem for an oil change. We have explained she will need to take it there to have this completed. *** **** came in for the service appointment on April 10th, we repaired the issue with the airbag light, and a tire sensor was replaced. We were unable to duplicate the issue of a gas scent, transmission slipping, or any misfires during the test drive.
  *** **** is also requesting a refund on her deductible for the work done by Aamco. Aamco charged Byrder $367.45 to reprogram the computer. We can not provide a refund for work that was done by Aaamco and paid for.

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