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:04/30/2024

  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.

  They don’t check cars properly.They are stealing money from customers.They are very rude to people nd have no respect.They hiring drug heads as mechanics that’s messing up people cars worse.

  Business Response

  Date: 05/22/2024

  Ouch that's a tough review. Clearly we have fallen short of your expectations. We will share your contact info with our senior management staff and reach back to you to seek a resolution asap. We take pride in serving our community these past ten years and hopefully the hundreds of five star on-line reviews suggest we get it right more often than we get it wrong.

• Initial Complaint

  Date:08/31/2023

  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.

  10/31/2022 I went in Byrider to purchase a $500 down vehicle that was advertised when I got to the dealership they only had one that was $800 down they didn’t have any that was five hundred but they told me they did so I would come in that one car had so many problems and was running really bad so I didn’t want it so they offered me a 2008 Mazda CX7 the down payment on it was $2925 I drove it off the lot it started smoking and putting like it wanted to kill so I drove it to the nearby mall and parked it and called them no one answered so I had to stay in Panama City and then brought the car back the next day they was aware of the problem and said they thought they fixed it so they was going to get it fixed so a week and a half goes by and they call me to come and get the car and it’s not only doing the same thing but now it’s killing and don’t want to start so I called them back they told me to bring it back to the shop they had the car for about two weeks and then said it was fixed so I went to pick it up and now it still doing the same and has a really bad oil leak so I’m asking for a refund or another car I was told no they gone to fix it and I have to pay my car payment cause it was a month pay for a car I haven’t used so I bring it back to get fixed and nothing gets done so they came and took the car and wouldn’t give my money back and then took all my personal belongings and charged me to get it

  Business Response

  Date: 10/11/2023

  We have reviewed the details of the complaint. The set of events in question surround a finance purchase made October 2022. We have reviewed these details against our service records, call logs, and gps location record details. While Ms Owens did experience mechanical complications very soon after purchase, complications for which all repairs were completed at zero cost to Ms Owens, we do refute the adjoining details of this compliant. To reach our local office to discuss this matter further, please email name and best contact info to *******@byrider*******.com

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: 20547128
  
  I am rejecting this response because:While y’all did have the car three times to fix it the problem never did get fixed after three times and I still haven’t received a copy of the contract that was supposed to be emailed to me I’ve called and asked and also sent emails asking for the contract I have prof of me asking with no response also have proof of me send ing the car back three times and it still didn’t get fixed
  
  Sincerely,
  
  Crystal Owens

  Business Response

  Date: 10/11/2023

  Please email your request for loan docs to *******@byrider*******.com . Please include best callback number. After identity authentication, all available requested docs will be forward to you within 3 business days.

• Initial Complaint

  Date:03/27/2023

  Type:Order 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 2012 chevy captiva from byrider in mid 2022 they had me sign up for their separate collision insurance while we were doing the paperwork, and they told me it would completely cover them if the car was totaled out. Now the car is totaled out and they want to take the money from my insurance that I pay $400 a month for and are claiming that the collision insurance I paid extra for every time I made a payment, only covers what my full coverage insurance doesn’t pay out, but if I didn’t have full coverage the collision insurance would cover everything.

  Business Response

  Date: 04/20/2023

  In the case of Christopher *****, Complaint Number: 19857040, we have investigated this matter with the full cooperation of the franchise-owned CNAC.  Mr. ***** is disputing the insurance handling of his account.

  
  Mr. ***** purchased a 2012 Chevrolet Captiva on July 29, 2022 from the franchise-owned Byrider location on 15th Street in Panama City, Florida.  

  
  On March 23, 2023, CNAC was notified that the vehicle was totaled in an accident. Mr. ***** wanted to use his Collateral Protection Insurance to cover the balance of the vehicle. We informed Mr. ***** that there is a $500 deductible which he believed he would not have to pay since he was already paying the monthly payments. Mr. ***** also had full coverage through his own insurance. We came to the agreement that if Mr. ***** filed through his insurance company first, we would waive the deductible and cover the difference left over after the insurance check was paid.

  
  At CNAC we strive to achieve the highest level of satisfaction with every customer.   We apologize for any inconvenience the issues have caused, and we value Mr. ***** as a customer.

• Initial Complaint

  Date:02/23/2023

  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.

  On February 4th I seen their ad on Facebook about $500 down. The general manager always said we got you like he was conceited about it. I NEEDED a smaller suv due to side jobs and my daughter. He asked if I REALLY needed one or just wanted one. I only had $1250 for a down payment. I test drove the Hyundai Accent. Joe took the down payment and “deferred” the rest. The contract said it was $2600 down. I was looking at the GMC Acadia and he said it was not able to be deferred even though it was the same down payment and he did “what he could do.” It seemed I couldn’t even ask general questions without them saying to just wait outside. maybe 2 or so days later the engine light comes on. I had to take my daughter to a doctors appointment in Pensacola (150 miles away) which was my reason for a better vehicle. I noticed the car getting hot. It cooled itself down but the engine started skipping. I called they said to get the code ran first. I did that and then they told me they didn’t know it was overheating or they would have told me to bring it in immediately. She had an appointment for march 6th. This wasn’t going to be possible for me due to work. I called back and asked for joe the general manager. He called back and said that I had the warranty so I could bring it up there but no telling when I would get it back because of other appointments. I asked for a loaner or a different vehicle. He said that wasn’t how loans work and that he had one car himself so he’s gotta wait just like me. So I go up there and he’s in an audit naturally and too busy. He tells me to take it to the shop. The mechanic was great and he explained the issue and he seemed to know what he was doing. He fixed it within 10 minutes and I drove it and it was perfect. There was no more skipping. 2 days later the engine light came on again. I had to take off work yet again to go 60 miles away. But first I was wondering of the loan payoff. I spoke with my local dealership. I called byrider to get the price for him. I tell him the price and his face showed everything. He told me that the car had been wrecked and painted over to hide the damage. There were also three owners before me. The loan payoff was over $14,000. The guy who I spoke with said that the car wasn’t even worth $3000. So I go back to byrider and try to explain everything and he wouldn’t allow me the chance because he was still trying to sell me the car that I’m stuck with saying that the guy I spoke with was trying to upswell me. In reality he sold me nothing. He just gave me the car information and was very straightforward with me about everything. Joe proceeded to tell me that I’ve driven over 2,000 miles on it and it’s probably because of wear and tear on the car. Which I’ve explained I’ve had appointments far away from home a couple of times to him. And he tries to say my warranty will go out very quickly. Then he once again tries to ask me who’s got me. Not sure why he keeps asking that but he said no the companies got you. It’s very manipulative behavior and bad business practice to treat people like this and not even let people explain their situation. He then test drives it and says yep runs like a champ. The engine light was still on and getting code p420. At first it seemed like he cared but he played on my story and capitalized on a single mom trying to provide for her child. If I keep having to drive to the dealership I can’t work to make the payment. At this point I just want my money back I can’t continue to feel taken advantage of like this.

  Business Response

  Date: 03/22/2023

  We are saddened to hear about Ms. *****' experience. We work hard to provide quality transportation to thousands of our active customers. After our internal review of Ms ***** claim, it was determined that shortly after her purchase, Ms. ***** auto developed an unexpected problem with the catalytic convertor. Even though this item is not specifically listed under covered times included in her no cost 24,000 mile warranty, our office on Feb 22nd agreed to replace or repair the failed part at zero cost to Ms *****. Within two days, before the repairs could be completed, Ms. ***** returned the auto to our dealership after regular business hours and without notice. Our office has accepted the return of the auto in full satisfaction of her debt. We have subsequently started the process of rescinding the contract thereby removing the debt from Ms. ***** credit report history. We will not be able to provide a refund in this matter. No additional action is required at this time.

• Initial Complaint

  Date:12/12/2022

  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 decided to purchase a 2009 Buick Lacrosse, back on March 11th, 2022. The car had visible performance issues within the first 2 weeks. The car completely cut off on me in the middle of crossing the bridge, from intown to the beach. Luckily, I some help from some men at the gas station, and took the car back to the dealer. They claimed to have fixed the issue, my car had no coolant at all. After that, it was a constant downward spiral. About every 1-2 weeks something else would happen. Next followed my catalytic converter, still within the first month of my purchase. Following that, my battery was bad. Then my alternator, exhaust, my wheel bearings, and ALL my struts were bad. Once I received my car back, the same issues still occurred. Their warranty policy states that any parts that fall under the warranty, shall be serviced for free. The customer is only asked to pay the warranty policy fee of $23 per service performed. After bringing my car back almost every 2-3 weeks with the same issues, i asked to speak with the Manager of the location. The location manager made me aware that they did fix the issues. Although i went to several other car places to have it inspected for the issues, and the receipts came back with the exact issues. They would ask me to drop my car off first thing in the morning, and i would wait for days to get my car back, and have to bring it back the same day. Eventually the mechanic manager and the site Supervisor became aggressive towards me because, they told me I was seeking special attention to skip other customers waiting on service, and that the issues were fixed. The service desk agent refused to take my phone calls regarding my services and ongoing issue that were not fixed. It got to the point I was dropping my car off to them, for days on end and the services were never performed. Thus leading to me having to pay $2000 worth of service work for all the issues that I made Jd Byrider aware of multiple times. With the performance issues I was having, i was unable to drive my car for weeks at a time. Every issue was reported multiple times within 24-48 hours. I was told multiple times that there was nothing wrong with my car, even after multiple test drives. Many records of my reports are missing in the information that was sent to me for my services performed. I put $2500 down due to the higher price for that car. I make biweekly payments of $200 on top of my deferred payment of $1000.

  Business Response

  Date: 12/21/2022

  Our office has reached a mutual agreement with Ms ******* Our office has agreed to work with her finance company in joint effort to resolve her complaint. This matter is expected to closed in full satisfaction of all parties in a very timely manner. Future necessary correspondence may be sent directly to **************************.

  Customer Answer

  Date: 12/29/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18558668, and find that this resolution is in progress to my satisfaction . The issue has not been resolved just yet. 
  
  Sincerely,
  
  Alexis ******

• Initial Complaint

  Date:10/25/2022

  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 am on my second car with Jd Byrider. I’m a single mom who needed a vehicle for my 6yr old daughter and I. The sales department was spot on in helping me get into the vehicle at all costs. The problem started about 2 weeks after getting into the vehicle, the air conditioning went out! Unfortunately they don’t work on any air or heating-so I took that lose and persevered without in hopes of being able to save up and get it fixed. Engine light comes on almost a month after being in the vehicle. I couldn’t drive the appropriate speed with the gears I was in. Needed an oil change shortly after getting into vehicle. I call about my concerns to try to get the vehicle in to have it serviced. Coincidentally every time I called appointments were a month out! So in order to get an oil change I’ve had to go elsewhere and have it changed twice. For the other issues there’s no sound of worry or concern to have it fixed, just “bring it in and we’ll get to it when we can.” I gave a five star review upon getting into the vehicle because sales was such a big help and even worked with me during a time I was being audited. The 5 star review also reflected the first time I got a vehicle with them and how smooth everything went! I never had any problems the first time when I needed something they were able to get to it and get the car back to me as soon as possible. Now I’m in a bind because I can’t get to work I can barely get my daughter to school and I’m still gonna end up paying on this vehicle that I probably will not have for about a month or more. I know it is not a brand new lot where they actually take care of you but for the amount that is paid on time and for having to be tracked and everything else that has to be gone through To have a ride you would think they at least care about you being able to get to the money to be able to pay them. I am extremely disappointed and I wanted to put my complaint here first before I go and take back my review on Google. It’s disheartening