Complaints

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

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  Byrider/CNAC

  925 W Kimberly Rd Davenport, IA 52806-5723

  
• 

  Byrider/CNAC

  125 S Roosevelt Ave Burlington, IA 52601-1759

  
• 

  Byrider/CNAC

  3837 1st Ave SE Cedar Rapids, IA 52402-5602

  
• 

  Byrider/CNAC

  2426 SE 14th St Des Moines, IA 50320-1101

  

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:03/10/2025

  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.

  Bought a car from byrider 7-25-24 they sold me a defective car when I got it 20 minutes after driving it the check engine light came on so I called them and they made me drive up there 4 different times to tell me it was the turbo each time they didnt fix it 4 months after they fixed that I was still having the same problems then they tell me it was a gasket not a head gasket so it wont be a problem ended up driving it for another 3/4 months and it was the head gasket all along it was so bad I needed a new engine after I got the car back Im still having the same problem smells like something is burning zero oil in the engine Ive had my car less that a year I have been to their mechanic 10+ times and each time they only clear out the check engine light say its fixed and send me on my way they did give me a loaner and the loaner car was defective as well power steering went out after I told them i took the car up there to have it checked and they sent me back with the same problems every time I used the right turn signal the brights would come on and during a bad snow storm the windshield wipers stopped working I had to pull over cuz I couldnt see and almost crashed they still did nothing about it

  

  Business Response

  Date: 03/20/2025

  ****** ***** purchased a 2016 Chevrolet Cruze on July 13, 2024.  At the time of purchase the vehicle had 113K mile on it.  In October of 2024, *************** replaced the turbo on the vehicle at no charge to the customer.  On December 9, the vehicle was brought back for an oil leak.  The engine was cleaned off at that time and dye was added to the oil to determine where the leak was originating from.  It was determined in January when the car was brought back to *************** that the best course of action was to replace the engine.  The engine purchased to replace the current engine had issues so Byrider chose to order a second engine that was put into the vehicle at the end of February.  The engine replacement was completed for just the $50 deductible from the customer.  After the customer took the car home with the replaced engine, he complained it was smoking.  *************** put the vehicle on the rack and noticed old engine oil from the original engine still in the back of the engine compartment, which was burning off and causing the smoking.  We fully cleaned the engine compartment, the fire wall and the under-belly of the vehicle to remove as much of the old oil as possible.  The engine is full of oil and clean.  The customer came and picked up the vehicle on March 13th and was satisfied with it.  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23036965
  
  I am rejecting this response because: I was not satisfied at all it took 6 months over 14 visits for them to fix the same problem the turbo took months to fix also after 5/6 visits and when the turbo was getting fixed I told the mechanic about the smoke and oil leaking from the car the mechanic told me well we will fix the obvious first 3 months I was driving on a bad head gasket when I was told it wasnt the head gasket it was so bad till this day my car is still smoking and smells like its burning from all the oil that was leaking they put dye in my car 4 different times and they was NEVER transparent with me whats so ever never told me I needed a new engine never told me it was the head gasket until I called and was mad about why my car was taking so long to fix the loner cars they gave me was horrible 1 car power steering went out every time I turned on the right single the brights would come on and during a bad snowstorm the windshield wipers stopped working after I took it to them and told them something was wrong they said it was perfectly fine still made me leave with it and in the end I got told we dont keep up with our loner cars like we are supposed to Im not satisfied at all I spent more than 300 on oil and gas heading back and forth more than 14 times for the same problem and it took a whole 7 months to put on a front plate bracket charged me thats says a lot about byriders mechanics charged me 15k for a 7k car because I was desperate to get a car at the time with all this being said I will never do business with you guys again and I will spread the word of what you guys did and how you did it I work to **** hard to pay for this horrible car you can take it back and I will go somewhere else you guys need to be shut down for what you do to your customers 

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 03/31/2025

  We spoke to ****** a few times since the response to the complaint and he did bring his car back in for us to look at it.  The frame seemed dry and clean but there was possibly still a little burn off of oil.  When ****** left, he noted the car is running much better with the new engine.  We ask that ****** continue to stay in touch with us and let us know if any further issues arise and we will get the vehicle in asap and serviced.  We thank him for his patience and allowing us to work with him to keep his vehicle running smoothly and keep him in the program.  

  Customer Answer

  Date: 03/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/30/2025

  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.

  On the date of July 25th 2024 I purchased a 2011 ***** Impala from above company **** on December 16th 2024 the car was deemed total loss from a car accident my insurance paid out $3,900 I paid total in payments $5,500 plus $400 in trade in value they said I still owe them $8,000 ******* ***** of cnhc is constantly giving me harassing phone calls and threatening to put it on my credit score and just overall bogus the car is not valued at what they say it is and if it is I paid them over $9,000 for the car I am out of a car they will not give me another car unless I give them $2,500 deductible and saying I still owe them $8,000 please remove this from my credit score as well as the harassing phone call I need to stop

  

  Business Response

  Date: 02/03/2025

  On June 15, 2024, ********* *** purchased a 2011 Chevrolet Impala.  At the time of purchase, the vehicle had ******* miles on it.  On December 17, 2024, CNAC was notified by the customer that he was hit by a 3rd party that ran a stop sign the previous day, and there was significant damage to his vehicle.  When CNAC began researching the claim, we were notified the insurance carrier was ************** not the customers ***************** or the 3rd partys insurance.  CNAC ordered a copy of the police report from the accident and discovered our customer was ticketed for running the stop sign while driving the Impala on duty for Uber.  Because it was during commercial use, the ************** through ************** provided the coverage with a $2,500 deductible.  Per the Byrider retail installment contract executed by the customer, the customer must maintain insurance with no more than a $500 deductible.  In addition, per the executed retail installment contract, the customer also agrees not to use the vehicle for any commercial use or agricultural use not related to personal, family, or household purposes.  If the customer would have had the standard $500 deductible, that is what he would have had to pay,and the rest would have been applied to his loan and he may have qualified to get in a different vehicle through our program. Because he refuses to pay the $2,500 deductible, he is not able to get a different vehicle. 
  In terms of the amount owed, the customer has only paid $2,650.25 towards his contract including the down payment (minus tax,title and license which the dealership pays upfront) not the claimed amount of $5,500.  On January 30th, our Regional Director of Credit and Compliance tried to call the customer and was immediately met with hostility.  The customer shared that he refused to talk to ****, used an expletive, and told us he would only handle it through an attorney or the BBB.  Mr. *** did follow-up with a phone call to apologize for his behavior, but has not returned calls since that time.  As a remedy in good faith, we would be happy to show the loan paid in full for less than the full balance if Mr. *** will pay the amount owed for the deducible, which is $2,500.  The customer was responsible for the accident, was using the car in a non permitted commercial use, and refuses to communicate, but we would like this resolved as well, so we are willing to absorb the remaining loss from the contract.

  Customer Answer

  Date: 02/04/2025

  I accept the terms also I would like for you to remove the $13,000 that still owed on my credit report for the car loan remove the car loan off my credit report please once I see that we can set up payment arrangements because like I said I'm only getting social security monthly payments thank you also I need it in writing cancellation of the loan removed 

  

  Business Response

  Date: 02/07/2025

  We will not show the account as paid in full for less than the full balance until the $2,500 deductible is paid.  This is not unreasonable as nothing has been paid of the deductible and we are already taking a significant loss on this contract by agreeing to only accept the $2,500.  What the customer is failing to realize is the insurance payout would have been significantly higher had he the contractually obligated deductible amount of $500 and we could have possibly assisted with him getting into another vehicle.  We are not able to accept a payment plan on the deductible given the loss associated with this contract.  We will accept $2,500 in full and for that we will write off the remainder of the balance and mark the account as paid in full for lesser than the full balance.  Please also consider, the reason the deductible was $2,500 in the first place is because the customer was using the vehicle for commercial use.       

• Initial Complaint

  Date:08/01/2024

  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.

  Upon a separation my husband got our car repoed, I paid the car note up and all associated fees and took possession of the car in February of 2024. ******* made me pay *** for a second time on a car that I had already paid due to being on the loan. It was paid in full, I found out that when the title transfer was done that it hadnt and still hasnt been done to this day. They made it look like a gift from my husband on paper so they could re allocate the *** money. The treasure on Lee County said this is not okay. I still do not have plates and the car is not in my name as it should have been months ago. And they are refusing to own up to not being honest about the repo, and questioned me why it even came up. So on paper to the dmv it looks like I paid nothing for the car even tho it shows a lean against it. They stated that they are using what I paid on the *** for the insurance deductible for a different car that I had with them that was wrecked in March.

  

  Business Response

  Date: 08/08/2024

  As of Tuesday of this week, CNAC was able to work with the customer and Lee county to get the vehicle registered and plates issued.  CNAC was operating off the advice of the county office as to how to mark the title to get the registration complete.  The county had a discrepancy between two title clerks as to how this should be resolved and it delayed the processing making it difficult to complete.  After we were able to speak with our customer and both title clerks, we were able to get this resolved.  This issue has been fully resolved and the customer is satisfied.     

• Initial Complaint

  Date:04/22/2024

  Type:Sales and Advertising 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 bought a car from JD byRyder in the ********** area. The car was throttling strange and I brought the car in. They said it was normal for my car... I was skeptical but thought they wouldn't lie. Well they lied. My car broke down on the highway. I paid 500 bucks for someone else to fix it because ** obviously has bad mechanics. I've had multiple times where their expertise is in question. They misdiagnosed a light issue. They put the wrong oil in my car. I feel they are a bad business and I feel are also party to some questionable predatory loans. My car is currently broke down and I feel like I bought a lemon.

  

  Business Response

  Date: 05/01/2024

  We were able to get a hold of the customer last week and get the vehicle picked up in *********  We sent a truck and trailer up and brought it back to the dealership.  We were able to conclude that a hit in the front of the vehicle caused damage that needs to be repaired.  The major issue is damage to the radiator mounting and fan caused the fan to rub into the engine wiring harness.  Because this was due to damage on the front end, this is covered under the customer's insurance policy.  I texted with ****** on Monday, 4/29 to confirm they were moving forward with the insurance claim and he confirmed they are in the process.  ****** is going to follow up with me when he hears back from insurance.  Byrider/CNAC will continue to follow-up and work with the customer to ensure this goes as smoothly as possible and gets the vehicle fixed timely and the issue resolved.    

• Initial Complaint

  Date:02/02/2024

  Type:Billing 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 have a car payment with *******************, i was making a $300 dollar payment bi-weekly while working and getting paid biweekly, now im on unemployment benefits getting paid weekly, so paying $150 weekly, which still amounts to the total of $600 monthly, im being asked to make $300 payments weekly after making $150 weekly payments for the past 2 months, which equals to a $1200 monthly payment, Byrider is claiming I am not up to date on my payments. If i pay $300 a week, this leaves me with $100 for my rent, utilities, food, basic needs, etc. I feel as if the only option is to give my vehicle back and go without. Im getting emails from Byrider staring if i make a $300 payment im caught back up, that also puts me again at $1200 a month when my payment weekly is $150, biweekly $300 or monthly $600.

  

  Business Response

  Date: 02/08/2024

  We met with ***** and was able to clear up the miscommunication on the payments.  She was one cycle off so she was paying a past due each payment.  The $300 was a one time correction to get herself back to current.  The customer was satisfied after we finished the meeting.  

• Initial Complaint

  Date:07/17/2023

  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 a car at ********************* In ************,****. The Car Was a 2012 Chevrolet Impala. I Had The Car For About 2 Years March 22nd 2023 My Car Was Stolen And Crashed I Couldnt Get A Police Report Due To The Officer ***** On Vacation. I Finally Got The report and it was given to CNAC. They are denying my claim because they said my insurance was paid March 23rd 2023 but it was due March 22nd 2023. 1 DAY ? So now Im stuck with a repression on my credit and a $8,000 debt. The car loan was for about almost $13,000 on a 2012 car which is valued at the most $5,000. At The Time Thats The Only Thing I Could Do Cause I Was A *************** & My Previous Car Was On The Verge Of Going Out! The Whole Winter Of 2022 I DIDNT HAVE HEAT. The Car Was Cold, The Battery Went Dead Wouldnt Even Crank Paid $300 For A New Battery And $120 To Get It Towed To Byrider. Whole Company Is A Scam

  

  Business Response

  Date: 07/25/2023

  Our General Manager in the ************ store was able to communicate multiple times with the customer since she filed this complaint.  She understands there was no coverage on the vehicle at the time of the accident as she was late making her payment and coverage had lapsed.  In addition, it took over three months to get a police report for the accident as the needed information to finish the police report was not being fully relayed to the police by the customer.  ********** officer in the report when we did finally get it explained to the customer that she could take the person that was driving her vehicle to civil court and get a judgement for that person to make the repairs.  In order to assist the customer through the process at this point from our end, we provided an estimate to repair the vehicle at wholesale cost.  This estimate is significantly cheaper than any service center could do the work for.  Our labor cost per hour is typically 50% cheaper than retail service centers and we do not upcharge customers for parts.  We offered the customer that if she could bring in half the repair cost up front, we would do the work, and then allow her to pay the remaining balance over a period of time that is affordable to her.  In addition, if she can make 5 contractual payments in a row on or before the due date along with 5 of the remaining repair payments in a row, we would reset her account to make her current.  The customer agreed to this and is planning on bringing in the first half of the repair payments on August 2nd.  We will then order the parts and do the work, then set up recurring payments to pay off the remaining repair balance.  The customer has agreed to continue making her normal contractual payments as we proceed.  

• Initial Complaint

  Date:07/03/2023

  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 a 2013 VW GTI from this location in February 2022. I had previously gotten a car through Byrider and had experienced the normal issues with it, but appreciated the warranty and oil changes, so when I needed a new car, I came back. I pay almost $600 a month for a car that is worth half of what I agreed to pay, because I trusted them and thought they would continue to be beneficial for me. In March of 2023, I took my car in for a routine oil change. I left and made it almost back home before my car began flashing lights at me and stalling. Check engine and EBS lights. The car would not drive without jerking and stopping. I ran the code and it told me to replace a sensor that I paid to have swapped out. Then the issue happened immediately again. At this point, my boyfriend checked the oil and it was bone dry, prompting him to put oil in so I could take it to *******************.I was told, after inspection, by their receptionist that it was their mistake and their "new guy" had "not put oil in it." As a result, the turbo charger went out. I argued up to the service manager for over a week before they agreed to replace it, as they should. They had the car for over three weeks. All the while, I continued to pay $600 for a car I didn't have because of them. I spoke to the ** about this and asked him to simply take back the car they ruined. I was told there is NO "good way" to do that and that they would take care of anything that came up due to their mistake. I'm terrified to drive it. Their mistake could have it breaking down anywhere.Now in June 2023, my alternator has gone out. They insist this isn't their fault, I've put too many miles on it, but oil leaking and seeping out of my engine from the busted turbo charger they broke most likely did this. They've offered to replace it but of course I still have to pay the deductible. I just want to be free of the car THEY have ruined. I do not trust them or feel safe in it. Get better mechanics.

  

  Business Response

  Date: 07/07/2023

  The customer purchased the 2013 ********** GTI in January of 2022.  The customers monthly payment for the vehicle financing is $456.96.  At the time of purchase, the vehicle had ******* miles on it.  Prior to sale of the vehicle, the automobile went through an extensive reconditioning process in which $998 worth of work was done to bring the vehicle up to ******* standard prior to sale.  In July of 2022, the vehicle was brought in for an oil change.  At this appointment,it was communicated to the customer that an intermittent engine code showed on the scan, but was not currently showing so could not be identified.  We told the customer if the check engine light came on to bring it in and we would rescan to verify the issue and fix it.  On March 16th of 2023, 9 months later, the customer brought the vehicle in for an oil change.  After driving the vehicle home, the customer called in on the 17th to inform us the check engine light was on.  The vehicle was going to be towed into our service center for us to see what the issue was.  The vehicle was not brought in.  On March 20th, 3 days later, the customer called in to ******* service and informed us her boyfriend replaced a cam shaft position sensor and the vehicle ran fine for a few days and then started acting up again and that she would bring it in.  Four days later, on the 24th of March, the vehicle was brought in and was 1 quarts low on oil, but not empty.  We added oil to the vehicle and the customer took it to drive it and see how it was responding.  On the 29th of March, the vehicle was brought back and the turbo system was seeping oil.  On that same day, the 29th, a new turbo was ordered.  It arrived on 4/4,however, it was not the correct fit so a new turbo had to be ordered.  The new turbo arrived on 4/17 and was installed in the vehicle on 4/18.  We asked the customer to let us check the oil in **** miles to verify the new turbo was functioning properly.  On 5/2 the customer brought the vehicle in and the oil was full and the car was functioning properly.  Over a month later, on June 5th, the customer made an appointment to have the oil changed and to have a check engine light scanned as it had come on.  ******* level was normal and the code was for a sensor in the radiator.  We repaired a wire harness at the radiator and notified the customer that this might not fix the issue but that the vehicle could not be fully tested as the required diagnostic test had to be performed when the vehicle was not fully warmed up.  The customer left understanding the issue may continue.  On June 16th,the customer came back in as the check engine light was back on.  ******* service confirmed the vehicle needed a new radiator at this time.  A quote was given to replace the radiator and we checked the engine oil again and it was still full.  The customer left with the vehicle and the work not being completed. On 6/19, completely unrelated to the radiator issue, the battery and alternator went out in the vehicle.  We replaced the battery and alternator at no expense, minus the $50 service contract deductible, to the customer on that same day.  The customer still refused to have the radiator replaced at this point, even though none of these items had anything to do with the turbo leaking oil.  On 6/29, after talking with the store general manager and director of service,******* agreed to replace the radiator at zero cost.  The customer is refusing the service at this time and the vehicle is still at the ******* store.  This complaint was filed after we agreed to pay for the new radiator.  It should be noted the customer has had the vehicle for 18 months and put over ****** miles on the car.  There has been zero service expense charged to the customer for the work completed by *******.  We stand behind the vehicle and have offered to fix the issue with the radiator.  The vehicle is safe to drive, further evidenced by the ****** miles put on the vehicle the past 18 months.  The car now has ******* miles on it.  The purpose for the vehicle service contract is that cars do inevitably have issues, and we are able to utilize that contract to cover a large percentage of them.  It should be noted, even for uncovered items,parts are billed to the customer at cost, and labor is less than 50% of the cost charged at retail service centers. Our goal is to keep our customers vehicles running and keep the customer in the program to get them to pay off and hopefully improve their credit along the way.  This customers vehicle is repairable, safe, and drivable, and there is no reason to remove her from the vehicle/contract at this time as she is requesting.          

• Initial Complaint

  Date:01/17/2023

  Type:Sales and Advertising 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 a Chrysler town and country march,2021. We make payments religiously even when our car is in the shop (which is frequent) bad transmission (twice) bad alternator (twice) bad lines etc etc. if your payment isnt made by 9 am on the day it is due they start calling your references. Today 1/12/22 they sent someone to my house to collect a payment I already made. I showed them the receipt and they called CNAC. The lady then proceeded to yell and argue with me and get an attitude with the poor guy they sent because he said ok so I came for no reason. Their shark tactics is out of control praying on poor people who have no choice. If I could get out of this van I would. I finally just walked away from the situation to leave the harassing situation.

  Customer Answer

  Date: 01/17/2023

  Can you please transfer this complaint ******** to our BBB in **********, ** per the business request below?

   

  

  Business Response

  Date: 01/20/2023

  The buyer and Co Buyer purchased the 2013 Chrysler Town and Country on April 6, 2021.  In less than a year, the vehicle has had over ****** miles put on it.  The last time the van was in for service was March of 2022 which is where the figure for the mileage came from.  Byrider does acknowledge the vehicle did need a new transmission and has had two alternators put in.  Both were done at no charge to the customer.  In the 21 months since purchase, the customer has had zero dollars in service charges and put well over ****** miles on the vehicle.  Byrider stands behind our cars and if they do have issues, which is inevitable with all used vehicles, we fix them, as is the case here.  
  In terms of payment schedules, the customer set a poor precedent for paying in the first month after purchase.  The account was set up on auto debit and the payment history has been poor.  The account has been past due 3 times, but that does not accurately depict the bi-weekly efforts to collect payment.  After the auto debit was set up on 4/16/21 the same auto payment card failed on 5/14/21.  After three calls to the customer that day, the customer finally made payment and also switched cards on file.  On 5/28/21, that auto payment card failed and we had to call the customer to get the card switched again to a different card.  On 6/25, the auto payment card failed and we had to place multiple calls into the customer and to a reference before a new card was finally called in and payment was made.  On 7/9/21, the auto payment card  failed and no payment was called in that day.  The customer called **** on 7/12/21 and made the payment on a different card than the one on file.  Then on 7/16, that payment from 7/12 was NSF and the customer ignored calls requesting payment until 7/19/21.  On 8/6/21 the auto payment card failed again and a new card had to be run for payment.  Since inception of the loan, it has taken quite a bit of effort almost every payment due date to actually get payment from the customer.  This has continued for the life of the loan to date.  If a customer has a card on auto pay and the card payment goes through, they rarely hear from our account reps, which is how the program should work.  However, this customer's payment fails the majority of the time which requires follow-up from the **** reps.  The visit to the customers home on 1/11/2023 was not for payment, it was to have a conversation with the customer to try and remedy the failed auto payments and phone number that does not get responded to.  On 1/19/23 the Director of Credit and Compliance reached out to the customer to discuss the payment issues and to date has not heard back.  **** would be glad to remove any cards from being run on auto debit and allow the customer the opportunity to pay bi-weekly, with the understanding the customer will actually make the payment on schedule with no follow-up needed.

• Initial Complaint

  Date:01/09/2023

  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 bought the car from JD Byrider/CNAC in July of 2021, at the time I purchased the full warranty on the vehicle for an additional $2500 which stated that the vehicle was covered for maintenance at a cost of $50 for labor for repairs. I have been asking for months to get the vehicle serviced and they told me that I was not covered by a warranty and that I would have to pay full price for the repair, and still have not fixed it yet. When I took the vehicle to them and they finally did the diagnosis the car was not running poorly but when I got it back it wasnt running properly at all and has not since. Its been over two months now and the car is still not working and they still havent honored the warranty they charged me for. I have not violated the warranty and it is still showing that the car is covered under it. I have also been having issues with the payments for quite some time and I cannot get any explanation as to why the payment ledger is showing that I am making all of my payments on time according to the contract and yet I make the payments and the balance is not moving and it shows that they have charged me rather than deducting the amount from the balance. I have asked to make complaints and they stated they are a private owned business and they do not have a corporate office and that I can speak with the supervisor and they do nothing about my complaint or the issue I am addressing to them. They are not doing their job nor honoring the contract nor the warranty, they are the worst dealership I have ever dealt with and they are corrupt and they lie and cheat people out of their money. They are selling cars that they know have something wrong with them so they have to be brought back for repairs and they dont actually look for the problem. They are lying to the credit agencies about payments being made on time I have made I believe 28 payments or more on the car and yet they are saying that I have only made 18 payments that is affecting my credit

  

  Business Response

  Date: 01/16/2023

  The buyer and co-buyer purchased the ******************* July of 2021.  At the time of purchase, the vehicle had ****** miles.  As of November 2, 2022, the vehicle had ******* miles on it.  The customers have driven almost ****** miles with the vehicle in the 18 months they have owned it.  The vehicle was sold with an extended service contract, which covers several major mechanical components of the vehicle.  A summary of what is covered by the service contract is attached to this response and is quite extensive.  What is not covered, as is typical with most service contracts, are items that are external components of the engine or items that would be considered normal wear and tear parts, such as brakes, tires, windshield wipers, spark plugs, etc.  Since purchasing the vehicle in July of 2021, the customer had the following service: 7/26/21 new battery put in, no charge; 9/15/21 oil change, no charge; 12/10/21 oil change, no charge; 2/28/22 oil change, no charge; 6/21/2022 oil change and customer was ***** miles past due for oil change, no charge; 6/21/2022 oil change, no charge; 10/10/22 oil change and oil seal replaced, oil seal is $390.50, not charged to customer for goodwill purposes.  The customer drove the vehicle for 15 months and over ****** miles and only had to have the oil changed, a new battery installed and an oil seal replaced, all of which was zero charge to the customer.  On November 1st of 2022, the customer made a service appointment and did not show for the appointment or call to cancel it.  The next day the customer called in demanding an immediate appointment.  *********** manager explained that we do appointments by schedule, but if he would like to leave the car with us, we would gladly work it in.  The customer agreed to drop his car off the next morning, which he did not do.  Our service assistant called the customer at ******* to remind him he said he would drop it off and they ended up bringing it in at 11:30am.  We immediately diagnosed the vehicle and left a message for the customer that the vehicle needed spark plugs and a #3 coil, neither of which are covered by warranty.  The customer picked his car up that day and called the next day and said he wanted to only pay $50 for the work.  He was advised that he had an extended service contract that did not cover spark plugs or coils, but we would be happy to do the work for the price quoted as it was most likely 50% cheaper than most service centers as Byrider does not upcharge parts and charges much cheaper labor hours than retail service centers.  The customer agreed to the work at that time and said he would bring his car in the same day, and then did not do so, thus missing his third appointment in as many days.  After the service issue and refusal to get the vehicle fixed with the recommended service, the customer began expressing concerns with his payment schedule. The **** account rep explained the necessity of on-time payments as accrued interest is paid prior to principal, and late payments will affect the payoff schedule.  Since the inception of the loan, the customer has made 38 bi-weekly payments.  Of those payments, 15 of them have been past due.  In July and August of 2022, the customer was late with every payment those two months, and two of them were late three weeks and two weeks respectively.  **** has tried to review the contract payment schedule with the customer and also referred him back to his contract that explains the process, but the customer refuses to listen.  In addition, the vehicle service contract and payment schedule were reviewed extensively with the customers in the closing process.  As a final note, **** has reviewed the customers credit reporting at three separate times through the e-***** credit dispute portal, and have found the account to be properly reported each time.  Since inception of the loan, the customer has reduced principal by $3,660.09. 

• Initial Complaint

  Date:12/14/2022

  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.

  In July of 2022 I recently purchased a car from ******************* located at ***********************************************************. Now December 2022 the car is not driveable I have only had the car for 5 months, I take care of it very well, I get my oil changes as they are due and any other maintenance that *** need to be done to the vehicle, I had it towed by them on Friday December 2, 2022 and got the car back on Friday December 9, 2022 they assured me that there was absolutely nothing wrong with the vehicle besides a worn spark plug in which they did NOT change, also said "Possible contaminated fuel" we did put a fuel injector cleaner in the car and that did not solve the problem, they claimed it was looked over for several hours and charged me a $50 service fee, I am not able to drive the car due to the lack of education the service department seems to have, I have a 5 year old and I am pregnant, I need reliable transportation for obvious reasons, I am not able to work to due my lack of transportation, I am still expected to make payments on a car I cannot use and they will not do anything to solve the problem and get the car running and in good condition again. My engine light is STILL on and now flashing I am stuck at home with no way to get anywhere because they neglected to solve the problem. The code readers we have placed on the car are reading a misfire in one of the cylinders, which happens to be my spark plugs or ignition coil, this is clearly a company that ONLY cares about the money and not their customers.

  

  Business Response

  Date: 12/14/2022

  This is not our Franchises customer.

  

  Business Response

  Date: 12/21/2022

  On 7/09/2022, ************************* purchased a 2013 ********** Passat from Byrider.  At the time of sale, the vehicle had ****** miles on it.  On October 12th, the customer told *************** that she was coming in for an oil change and would like us to take a look at the car as she heard an engine knock.  When the car was brought in for service, the knock could not be replicated.  Our Service Manager went out to listen when the customer came to pick her car up and they did not hear the noise.  Roughly 6 weeks later, the customer called in and stated her check engine light was on. Byrider told her we would get her an appointment asap.  The customer took the vehicle to have it scanned and conveyed to Byrider that cylinder 5 had a misfire.  On December 2nd, prior to the scheduled appointment, the vehicle was towed to Byrider for stalling.  *********** tech checked the injectors, swapped spark plugs, and did a compression test, all cylinders tested between *******, which is acceptable.  In addition, the tech found a technical service bulletin that stated this vehicle make and model can benefit from fuel additive to clean intake valves and injectors, which can cause sporadic misfires and cold start misfires.  Due to the technical service bulletin seeming to address the specific issue the vehicle was having, Byrider recommended to the customer that a bottle of injector cleaner be added to the fuel tank and then to let us know if the issue improved.  The plugs and coils were also rechecked and were okay.  After the customer left with the vehicle on December 9th, the vehicle was driven for three days and stalled again on December 12th.  The check engine light was flashing and the customer called to get the vehicle towed as it was out of town.  This is when the complaint was generated.  Immediately upon hearing of the breakdown, ******* arranged to have the vehicle picked up.  The vehicle has been taken to a VW dealership and diagnosed as having a bad valve spring.  Rather than fixing specific components of the engine, Byrider is replacing it altogether to hopefully eliminate any further issues.  The engine has been ordered and will be installed on the vehicle upon arrival.  In the meantime, the customer has been given a loaner vehicle to drive until hers is finished.  The loaner is a goodwill gesture and not covered under warranty or agreement at time of loan.  The only fee charged to the customer was the $50 service deductible, which is standard practice for all service claims.  The vehicle has had over ****** miles put on it in just over 5 months.  Full repairs will be covered under the warranty by Byrider and no additional cost will be passed on to the customer.  We sincerely apologize for the issues and as always , work hard to exceed our customers expectations. 

  Customer Answer

  Date: 12/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************