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:03/30/2025

  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.

  This company has a illegally reported an accounted over the statue of limitations

  Business Response

  Date: 04/02/2025

  Mr. ******* ****** filed a complaint number ******** about the accuracy of their credit bureau reporting. Specifically, Mr. ****** disputes the accuracy of their Byrider account reported to the credit bureaus.
  

  Mr. ****** purchased a 2007 Dodge Caliber on December 15, 2017, from our Byrider location on ************* in ***********, *********  The purchase was secured by a retail installment contract.
  

  Mr. ******' vehicle was repossessed because of a retail contract default on July 5, 2018. Byrider adheres to established policies and procedures when repossessing vehicles to comply with relevant regulations. All necessary forms and correspondence were sent to the account's address to ensure a smooth process. The repossessed vehicle was sold at an auction, and the proceeds were used to reduce the debt. However, a deficiency balance remained, leading to the account being charged off on August 7, 2018.  On July 8, 2020, Mr. ****** account was sold to Tribute Capital.
  

  As a data furnisher, Byrider is required by the Fair Credit Reporting Act to provide accurate credit reporting. Byrider investigated the tradeline upon receiving the complaint and found that the tradeline is no longer reporting to the credit reporting agencies, as the account has aged 7 years since the last activity. 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23136657
  
  I am rejecting this response because: 

  Reject 

  I never had a car that was repossessed. 

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

• Initial Complaint

  Date:03/15/2025

  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.

  My car has broken down several times in the past six months. I asked them can I make a partial payment one time due to me having to ride in *****. They are very disrespectful and unprofessional. No sympathy at all. Now I have to miss work and my kids have to miss school. And every time they fix my car something else goes wrong.

  Business Response

  Date: 03/18/2025

  In the case of Ms. ***** ******, complaint number ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  

  Ms. ****** purchased a 2015 Jeep Patriot on May 25, 2024, from the franchise-owned Byrider on ************************************** Heights, *********  She also purchased the optional 36 month / ****** mile vehicle service contract, whichever comes first.

  Ms. ****** contacted our service department on March 13th due to her vehicle overheating. We recommended that she drop off her vehicle for 48 hours, but she did not do so. Byrider was not aware of any issues with her payment due on March 14th until we could not reach her. Ms. ****** returned our call on March 15th and asked for an extension on her payment. Since Ms. ****** was in default of her contract, we were unable to grant her an extension. Byrider is willing to work with Ms. ****** on her payments. However, to do so, she must adhere to the program guidelines that were provided to her at the time of purchase. Byrider advised we could discuss payment arrangement options once her vehicle was diagnosed. Ms. ****** agreed and made her full payment at that time. She also stated that she had a service appointment on March 18th. 

  Upon receipt of this complaint, Byrider contacted Ms. ****** and offered to have her vehicle towed to our service department. Ms. ****** declined, stating that she would bring the keys to us.

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issue has caused. We value Ms. ****** as a customer and look forward to our continued relationship.
  

  
  

• Initial Complaint

  Date:12/21/2024

  Type:Product 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.

  My payment was due on 12/20/2024 i call and ask can i get an extension to 01/07/2025 cause i started a new job and i got spoken to in a very disrespectful way and was sent a 48 hour notice for repossession

  Business Response

  Date: 12/26/2024

  In the case of Mr. ******* ********, complaint number ********, we have investigated this matter with the full cooperation of the franchise-owned ****. Mr. ******** is upset with the handling of his account.

  Mr. ******** purchased a 2015 ********** Outlander Sport on January 26, 2024 from the Byrider location on *********** in *********, ********** 
  
  **** has established policies and procedures for servicing accounts, including an on-time payment policy, which does not allow for extensions. These terms were explained both before and during the closing process.

  Mr. ******** is a valued customer and we look forward to our continued relationship.

• Initial Complaint

  Date:11/21/2024

  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.

  Car dealership knowingly sold me a 2015 Infiniti QX60 that has electrical issues. In their business location there is a list of items that Byrider guarantees they check for before selling a vehicle. One of those items included an electrical inspection in which gave me confidence I was purchasing a reliable vehicle. Nearly 3 weeks after purchasing I notified Byrider about these issues and they told me I would have to take it to one of their locations for diagnostic. Based on their hours of operation and my work schedule I couldnt make it but found another shop to service me. After receiving a diagnostic I found that my vehicle has major electrical issues due to long term water intrusion. I notified Byrider once again at dropped off my vehicle with them to get serviced for 4 days. In those four days I rented a car to get to work, paid an additional diagnostic fee and they couldnt even fix the issue with my vehicle. Now is 40 degrees in ******* and they sold me a car that has no heat and a ton of other electric issues. Theyre telling me the only thing I can do is pay an additional diagnostic fee for them to look at it again after they already had my car for 4 days and couldnt fix the issue. All in all their sign guaranteed they check all vehicles for electrical issues before selling but in my situation this is false. They knowingly sold me a car that had noticeable electrical that a mechanic shouldve caught if they really inspected.

  Business Response

  Date: 11/22/2024

  In the case of Mr. **** *********, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider. Mr. ********* filed a complaint regarding mechanical issues after a recent purchase.

  Mr. ********* purchased a 2015 Infiniti QX60  on September 4, 2024 from our dealership on ********** in Glendale Heights, **. He also purchased an optional service agreement effective for 36 months or ****** miles, whichever occurs first.

  Upon receipt of this complaint, Byrider contacted Mr. ********* and made an agreement for him to bring the vehicle in for service for an inspection. Byrider will provide an **** for him to go home while we diagnose the vehicle. In the event we cannot resolve the issue within the same day, we will then discuss other options.

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

  
  

• Initial Complaint

  Date:11/02/2024

  Type:Order 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.

  this company never gave me no contract with a third partie **** i never knew anything of a contract with this company i didnt sign no contract with them an have no knowleged of this contract

  Business Response

  Date: 11/05/2024

  Mr. ****** ***** filed a complaint number ******** about the accuracy of his credit bureau reporting. Specifically, Mr. ***** disputes the accuracy of his **** account reported to the credit bureaus.

  Upon receiving the complaint, **** conducted a thorough investigation of the tradeline and concluded that it was being reported accurately.

  Ms. ******* ****** and Mr. ****** ***** purchased a 2013 Chevrolet Malibu on September 24, 2021 from the company-owned Byrider on ***************************, ********. The purchase was secured by a retail installment contract.

  Mr. ******* vehicle was repossessed on October 5, 2022 because of a retail contract default.  CNAC adheres to established policies and procedures when repossessing vehicles to comply with relevant regulations. All necessary forms and correspondence were sent to the account's address to ensure a smooth process. The repossessed vehicle was sold at an auction, and the proceeds were used to reduce the debt. However, a deficiency balance of $12,231.93 remained, leading to the account being charged off on December 15, 2023.

  If Mr. ***** would like a copy of his signed contract, he can call his **** account manager at **************.
  As a data furnisher, CNAC is required by the Fair Credit Reporting Act to provide accurate credit reporting. Therefore, **** cannot honor Mr. ******* request to remove the information from his credit report.
  

  
  

• Initial Complaint

  Date:10/22/2024

  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.

  I rented a car in August of 2024 I listed my problems with the car the day of purchase.Byrider put the car in the shop. out of 3 problems they only fixed one.two months later after i felled 2 appointments due to work. I made a third appointment to get this problem resolved along two more aroused problems. On 10/17/2024 i took my car in for shaking caused by acceleration at certain speeds. which this was one of the problems in the beginning that did not get fixed. plus front brakes a oil change. On 10/21/2024 I paid $129 to get my car back only to find out that my car is still not fixed and no brakes has been done. i called to let them know that is was not done. they said they would call me back in 45 mins to an hour. It is now 10/22/2024 and has not heard from them since. $75 went to a diagnostic test and they fixed something that wasn't the problem.

  Business Response

  Date: 10/24/2024

  In the case of Mr. **** *****, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider. Mr. ***** filed a complaint regarding mechanical issues.

  Mr. ***** purchased a 2014 Dodge Avenger on July 18, 2024 from our dealership on ********** in Glendale Heights, **. He also purchased an optional service agreement effective for 36 months or ****** miles, whichever occurs first. Mr. ***** signed a Retail Installment Contract, which secures his purchase.

  On October 17, Mr. ***** visited for service, expressing concerns about a squeaking noise from the brakes and random jerking of the transmission at varying speeds. Upon inspection, the service department informed Mr. ***** that the brake life pad had well exceeded half of its life expectancy. Although the transmission issue could not be replicated, both rear wheel bearings were discovered to be faulty. The wheel bearings were repaired under the vehicle service contract, and a subsequent test drive revealed no further issues. Mr. ***** picked up the vehicle on October 21. Later that day, he called back with concerns that the issue wasnt resolved. We agreed for Mr. ***** to come in on October 24 to go on a test drive with a technician.

  Byrider strives to achieve the satisfaction of every customer. We are committed to resolving Mr. ****** mechanical issues; however, we cannot adhere to his request for a replacement vehicle. Mr. ****** vehicle is covered by a service contract and Byrider will continue to honor eligible repairs. We value Mr. ***** as a customer and look forward to our continued relationship.
  

  
  

  Customer Answer

  Date: 10/25/2024

   
  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:09/29/2024

  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.

  I have brought a car from Byrider and the warranty is also through them. Just say it has been a complete nightmare. Even though it's warranty under them I paid more out of pocket then anything. My car note always been on time but negotiating in something dealing within problems out of the car they won't budge at all. The biggest problem was back in May, June and July. I needed a new computer because I had the esp/ brake light switch that came on and didn't come off. When that light comes on I couldn't move the car out of drive or reverse it. The car went back and forth to them because the first computer they put in didn't work so they put in a second one leading them to keep it for 2 weeks then another problem came. While Sitting on their parking lot my horn kept going off and they didn't know why so while trying to investigate that problem which they kept for another 2 weeks they couldn't fix it. They told me they will send it out to another dealership to see the problem but I WOULD HAVE TO PAY FOR EVERYTHING!!! To say the least they said the **** WASN'T A SAFETY ISSUE!!! I believe with them doing the computer issue they did something that made the horn to keep going off but they don't want to fix it. Upon this day my horn still isn't fix. Please help!!! I did have a lawyer look into it they sent a letter to them back in July but No respond back from them at all. They told me to come here because going to court would be to expensive for me. So please help!!!! I'm trying to get a refund of $429.99 back so I can have my horn fix.

  Business Response

  Date: 10/07/2024

  In the case of Ms. Sabrina Hopkins, complaint number 22355649, we have investigated the matter with the full cooperation of the franchise-owned Byrider.  Ms Hopkins filed a complaint regarding mechanical issues she has experienced with her horn after a recent service visit.
  
  Ms. Hopkins purchased a 2009 Dodge Journey on august 6, 2022 from our dealership on North Ave in Glendale Heights, IL.  She also purchased an optional service agreement effective for 36 months or 36,000 miles), whichever occurs first.
  
  On May 23, 2024, Ms. Hopkins brought the vehicle in for a check engine light and traction light.  Vehicle was diagnosed and a code was found related to the brake switch. Service informed Ms. Hopkins that they would have to replace that item first. If that item did not resolve the issue then the computer would have to be replaced. Unfortunately, the brake switch replacement did not resolve the issue. Byrider informed Ms. Hopkins that the PCM would have to be replaced and that the item would take a few days to receive.  Ms. Hopkins had the option to leave the vehicle on May 23, 2024, but chose to take it and then returned for the repair on June 20, 2024. Ms. Hopkins paid $301.46 and service paid the remaining amount of $112.81.
  
  Ms. Hopkins then returned on June 26, 2024 with concerns of the horn turning on at random times. Service replaced the horn pad at no charge but the vehicle continued to have the same issue.  Byrider then informed Ms. Hopkins that we believe the TIPM (fuse box) is causing the issue which service replaced at no cost.  The TIPM is not covered under warranty; however, as a gesture of goodwill, Byrider covered the cost of the repair (total amount of $248.44).
  
  Byrider service let the vehicle sit in the shop for 6 hrs while being data logged on the computer system to see if a fault would occur but nothing happened within the given time frame. The vehicle had one fault while awaiting pickup (not being data logged) so Byrider requested that Ms. Hopkins take the vehicle to a Dodge dealership to get a confirmed diagnosis due to service not having an exact confirmed fix.
  
  At all times, Byrider has honored the service contract and made good faith efforts to resolve Ms. Hopkins mechanical issues.  The costs of all repairs eligible for coverage have been covered by the vehicle service contract, and in a gesture of goodwill, the cost of repairs not eligible for coverage were covered by Byrider.  
  
  Byrider strives to achieve the satisfaction of every customer. We are committed to resolving Ms. Hopkins mechanical issues; however, we cannot adhere to her request for a refund.  We value Ms. Hopkins as a customer and  look forward to our continued relationship.

  Customer Answer

  Date: 10/13/2024

   
  Complaint: 22355649
  
  I am rejecting this response because:

  My horn was working fine with NO PROBLEMS until I brought it in. I brought it in for a new computer to be put in and all of a sudden that day back in June I was told to come pick it up and then was called later in the afternoon to say don't come to get it because my horn was sitting in the BYRIDER PARKING LOT GOING OFF AND WAS TOLD I HAVE TO WAIT UNTIL THEY FIGURE OUT WHAT WAS GOING ON!!!! I have a witness who knows what happened since day one I took the car in and went with me to hear why they couldn't fix it. His name David Rogers his number 630-644-7573 you can call him if you wish. To sum up everything the horn started acting up when it was in their hands!! If they won't give me a refund then at least FIX THE PROBLEM SINCE IT HAPPEN WITH THEM!!!! If they want to send it out to a Dodge dealership fine but THEY SHOULD PAY FOR EVERYTHING!!! Again my Horn was COMPLETELY FINE UNTIL THEY START WORKING ON IT!!!!!
  
  Sincerely,
  
  Sabrina Hopkins

  Business Response

  Date: 10/14/2024

  We stand behind our initial response. Byrider has made numerous attempts to resolve the horn issue, covering the costs of various non covered items. It's important to note that diagnostics are an expense incurred by the customer, regardless of who performs them. Even if Byrider were to facilitate the diagnostics at Dodge, Ms. Hopkins would still bear the financial responsibility. We encourage Ms. Hopkins to coordinate the diagnostic visit with the Dodge dealership as her schedule permits and based on their findings, we can determine the financial responsibility of the repair. Byrider will continue to stand behind the limited warranty.

• Initial Complaint

  Date:09/04/2024

  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.

  I missed worked last month due to COVID and I was laid off so I missed one payment 08-19-2024 payment I tried to make the payment she refused my payment and is asking me to give her rent receipts I have proving my hardship and only was behind one payment they repoed the car and is trying to make me pay more than owe for a repo they didnt have to do I have been very compliant and I am capable of paying my debt but she still took car. 

  Business Response

  Date: 09/17/2024

  In the case of Mr. ****** ****, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Mr. **** is aggrieved at the handling of the repossession of the vehicle.  
  
  Mr. **** purchased a 2012 ****** Camry on May 27, 2024 from the franchise-owned Byrider location on ************************************** Heights, *********  The vehicle was covered by a 36-month, ****** mile service contract, whichever occurs first.  
  
  During the contract closing, Mr. **** was informed that Byrider Finance maintains a strict on-time payment policy. Unlike some contracts, there is no grace ****** offered by Byrider Finance.
  
  On August 20, 2024, Mr. **** reached out to his account representative, explaining that he had been unable to work because of an illness. Due to this, he requested a delay in his last deferred payment, originally due on August 19, 2024, until September 2, 2024. Mr. **** clarified that he would make both the deferred payment and his first contractual payment on September 2, 2024.
  
  On September 3, 2024 Mr. **** spoke to his account representative stating that he is not able to make the double payment as promised.  He can commit to one payment.  Mr. ***** account representative denied this request and issued the vehicle out for repossession.  
  
  Mr. **** defaulted on his retail contract, and the vehicle was repossessed on September 3, 2024. All required forms and letters were sent to Mr. ****** address on file.  
  
  At Byrider Finance we strive for the highest level of satisfaction for every customer. ********************** Finance is currently working with Mr. **** in order to get his account current and redeem the vehicle.  It is essential that Mr. **** adheres to the agreed-upon commitment to ensure a successful resolution.
  
  

• Initial Complaint

  Date:08/10/2024

  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.

  Buyer bewhere!!I bought a 2014 **** fiesta Se with ******* miles for $15,828.67 from JD Byrider in Glendale Heights, IL in July 2023. In July 2024, l took my car to their service department to be serviced because my car was not driving properly. The warranty offered on my car is with JD Byrider. The repairs are completed through their service department. I was told from their service department that my car needed a Rebuilt transmission, 2 control arms, 2 ball joints, wheel alignment, blend door, 2 front links, 2 struts, rear shocks and not to mention the car has a rattling noise. Some of the repairs were covered and some of the repairs were not! My car sways to the right whenever l drive over anything in the road, it scares me! The finance department blames the repairs on me saying l drove the car too much. I can't afford to pay $248.93 biweekly and pay for these repairs. I tried to trade the car and the salesman told me my car is only worth $5000 so l was overcharged on the price. JD Byrider has no ***** period with your payments if you are one day late you are considered delinquent and you and your emergency contact will get harassed. I want my contract voided. l afraid to drive this car. I was deceived, over charged and misled.

  Business Response

  Date: 08/22/2024

  In the case of Ms. ************************ complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider.  ************** filed a complaint regarding mechanical issues she has experienced.

  ************** purchased a 2014 **** Fiesta on July 6, 2023 from our dealership on *********************************** Heights, IL. She also purchased an optional service agreement effective for service contract terms 36-month, ****** mile service contract, 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.

  Our records indicate that since purchase ************** has put approximately ****** miles on the vehicle and has been in service 6 times.  At all times, Byrider has honored the service agreement and made good faith efforts to resolve **************** mechanical issues.  *********** agreement has covered $2,281.16, Byrider has paid $312.86 for items not covered to help **************, and **************** out of pocket expenses total $370
  On July 22, 2024, ************** brought the vehicle in claiming it was swaying when she drove over bumps.  ************** wanted a diagnosis only. Byrider diagnosed the vehicle with needing rear shocks, front links, front tires, and struts. These are regular wear and tear items that would not be covered under the vehicle service agreement. ************** was provided with an estimate and declined all but the rear shocks.  ************** made an appointment to have the rear shocks replaced; unfortunately, she was unable to keep that appointment. 

  If ************** would like to schedule an appointment to have these repairs completed, she can contact the service department at **************. 
  

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues have caused; however, we can not adhere to her request to be released from her contractual obligation.
  

  
  

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22123705
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/22/2024

  I feel l was taken advantage  of and over charged when my car is only worth $5000. 

• Initial Complaint

  Date:07/21/2024

  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.

  Purchased the vehicle with predatory loan practices as in the Byrider lawsuit in ******. Holes are on back of vehicle by shocks. No way this happened in 2 years ! Was told can return car and pay loan still !

  Business Response

  Date: 07/31/2024

  In the case of *****************************, complaint number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider. ******************* is upset with the sales process and mechanical issues.

  ******************** purchased a 2011 **** Escape on August 12, 2022, from the Byrider ******** on ************************************** Heights, **. She also purchased a 36-month, 36,000-mile service contract, whichever comes first. 

  Byrider has written policies and procedures that govern our sales and underwriting processes. The terms of the retail contract, including the payment amount, annual percentage rate and total sales price were disclosed prior to and during closing, both in writing and verbally. Ms. ******** signed a Retail Installment Contract which secured her purchase.

  Every Byrider vehicle undergoes a rigorous inspection and reconditioning process to ensure its functionality and reliability before being offered for sale. This process is designed to provide our customers with confidence and peace of mind on the road.

  Upon receipt of this complaint, Byrider promptly contacted ******************** to address her mechanical concerns. To facilitate this, we scheduled a phone call with ********************, along with our service manager, for Monday, July 29. Regrettably, despite our efforts, we were unable to establish contact with her. As a gesture of goodwill, we are offering to waive the inspection fee. For us to find a solution, we must establish contact with Ms. ************** Our two service departments are available to assist her. She has the option to contact either the Juliet ******** at ************ or the Glendale Heights ******** at ************.

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

  
  

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22022347
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  this call was asked to be rescheduled to Monday August 5

  Business Response

  Date: 08/05/2024

  We stand by our original response. Byrider would like to address Ms. ********* mechanical concerns, but cant proceed until we have our scheduled call with her and service.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22022347
  
  I am rejecting this response because:

  party called once ,(not at the agreed upon time.  ) we called them back . A service appointment has been scheduled to inspect the hole that was seen by mechanic 8 months after purchase even tho the vehicle had a rigorous inspection before the sale .
  
  Sincerely,
  
  *************************