ComplaintsforJ. D. Byrider & CNAC(Car Now Acceptance Company)

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  08/22/2024

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

  Customer response

  08/22/2024

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

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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,
  
  *************************

• Initial Complaint

  07/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They have unethical practices and they overcharge greatly on car loans. They work with two separate companies in order to do this and they also sell cars with known issues in their end. They refuse to let anyone test drive or inspect cars until AFTER they receive a large down payment. They also took my down payment and still charged me an additional deferred down payment on my contract. So they charged me for two down payments and my initial down payment they did not apply to my payments at all so Im assuming they pocket the money as a fee for their services. The check engine light was on and they refused to address, I had a flat tire within a week (all 4 tires had tire rot), they did not provide a spare tire and when asked for one gave me a really really bad one almost on its last legs and isnt meant for my car. They have never reached out to try and remedy anything they also have harassed me about information or payments even though I have never ever missed one payment with them. The only time they have tried to reach out was to try and bully me into changing my ****** review of them.

  Business response

  07/12/2024

  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. 

  ********************** purchased a 2017 ******* Accent on August 4, 2022 from the Byrider location on W ******** in ***********, **. The purchase included a 24-month, 24,000-mile limited warranty.
  
  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. ********************** signed a Retail Installment Contract which secures his purchase.
  Since buying his vehicle, ********************** has visited our service department only once. The visit involved tire maintenance, which was free of charge for him.

  Upon receipt of this complaint, Byrider attempted to contact ********************** but was unsuccessful. If he is experiencing service issues or any other concerns, ********************** should contact the general manager at **************. 

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

  
  

  Customer response

  07/15/2024

   
  Complaint: 21942662
  
  I am rejecting this response because:

  they are not being honest in the slightest. They have a poor history of performing repairs. They do not tell the truth. Their practices are predatory and unethical. They lied about my down payment and had me pay two down payments. They have only contacted me once and I refuse to communicate with them nor have any services done by them as they have multiple upon multiple allegations of poor workmanship and using old parts for a repair. I have never gone to them to have a tire repaired only to retrieve a spare tire they failed to put in the car to begin with. So that in of itself is a lie. The spare tire they did give me also is old and rotted and shows signs of heavy wear. That was how I received it. They have not been upfront about anything and they lie, *** specifically you are a liar. Ill be contacting an attorney as well. 
  
  Sincerely,
  
  *****************************************

  Business response

  07/17/2024

  We stand by our original response. All policies and procedures were followed during the sales and underwriting process. ********************** is advised to call the dealership with any concerns or issues so we can assist him.
  
  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got a loan from this car dealership there over price the car I pay 700 dollars a month for a 2012 with ****** miles there scam people out here I dont like how they are going after people with low income Im even trying to get the loan refinanced they want answer there phones the vehicle stop running after 3 months such a lemon

  Business response

  06/22/2024

  This is not a guest of our Ohio franchise locations and therefore I cannot access this account. Please forward the complaint to ******************************************

  Business response

  06/28/2024

  Byrider Corporate is responding with information for *************************.

  In the case of *************************, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider.  **************** filed a complaint regarding the price/value and mileage on the vehicle and claims the vehicle stopped running after 3 months.
  
  **************** purchased a 2012 ***** CX9 on September 28, 2023 at the dealership on *********************************** Heights, IL. The vehicle has ******* miles on it at the time of sale.  **************** also purchased an optional service agreement effective for 36 months or ****** miles, whichever occurs 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 orally.  **************** signed a Retail Installment Contract which secures his purchase.
  
  Upon receipt of this complaint, we attempted to contact **************** to discuss his account and mechanical issues. Byrider is prepared to stand behind the service agreement.  Our service records indicate **************** has never had his vehicle serviced at our facility. We have been unsuccessful in our attempts to communicate with ****************.  
  
  **************** requested an interest rate reduction and supplied active duty military documents; however, when we tried to verify his active duty status with the **************************** in compliance with Servicemembers Civil Relief Act (SCRA) the results showed no active military status matching the social security number provided on his application and origination documentation.The documentation provide with the request did not appear to be authentic as they contained several clerical errors. In addition, we could not verify active status with the identification documents supplied by **************** when he purchased the vehicle.  ****************  must contact his account manager at ************* regarding the discrepancies. 

  Business response

  07/03/2024

  In the case of *************************, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider.  **************** filed a complaint regarding the price/value and mileage on the vehicle and claims the vehicle stopped running after 3 months.
  **************** purchased a 2012 ***** CX9 on September 28, 2023 at the dealership on ************ Glendale Heights, IL. The vehicle has ******* miles on it at the time of sale.  **************** also purchased an optional service agreement effective for 36 months or ****** miles, whichever occurs 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 orally.  **************** signed a Retail Installment Contract which secures his purchase.
  Upon receipt of this complaint, we attempted to contact **************** to discuss his account and mechanical issues. Byrider is prepared to stand behind the service agreement.  Our service records indicate **************** has never had his vehicle serviced at our facility. We have been unsuccessful in our attempts to communicate with ****************.  
  **************** requested an interest rate reduction and supplied active duty military documents; however, when we tried to verify his active duty status with the **************************** in compliance with Servicemembers Civil Relief Act (SCRA) the results showed no active military status matching the social security number provided on his application and origination documentation.The documentation provided with the request did not appear to be authentic as they contained several clerical errors. In addition, we could not verify active status with the identification documents supplied by **************** when he purchased the vehicle.  Mr. ************ must contact his account manager at ************* regarding the discrepancies. 
  
  

• Initial Complaint

  03/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I do not remember my application submission date, but a few days later after I submitted my application for a vehicle, I was approved. I purchased the car on February 20, 2024. Prior to me submitting my application, I told them upfront that I can put down up to a *** of $3000. They agreed. The day I got my funds, I went to purchase the car, again reminding you I put down $3K. Fast forward to March 1, 2024, Once I downloaded my application to set up autopay from my account, I noticed on the Byrider app a deferred payment of $543.57. I thought maybe it was some mistake on their end. So I called the finance **** and expained the situation including the $543.57. It was the Sales Manager name ******* who I spoke with on the phone and she immediately starts to threaten to repossess my car if I did not pay that amount. When I expained the miscommunication about the amount of down payment at signing, she got very rude and disrespectful with me and talking down to me as if I'm slw and cannot comprehend. Very poor customer service. So my actual downpayment was $3,543.57. I believe that it was intentional that they did not bring this up upfront on purpose in order for me to purchase the car because they knew I would pull out the offer and go somewhere else. Also they never removed the collateral insurance of $130 from my account and I have had my own private insurance prior to driving off the lot. They also deactivated my auto payments for me to intentionally miss a payment so they can repossess my car the minute O fall behind. I am requesting my down payment back first. I no longer trust them. The car is a 2016 ***** Civic with ******* miles at time of purchase and the car costs $16,181 when the *** value is actually $6,661 as of March 2, 2024.. At this point I do not want this car anymore. I will give them back this car with an agreement that they will refund me my full amount and they can terminate my contract afterwards. If not, then I will pursue legal action.

  Business response

  03/06/2024

  In the case of ***********************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  ****************** is upset regarding her payment schedule.
  ****************** purchased a 2016 ***** Civic on February 20, 2024 from the franchise-owned Byrider on North Avenue in Glendale Heights, ********.  The purchase is secured by a Retail Installment Contact. 
  Byrider has implemented specific policies and procedures guiding our sales and underwriting operations. The terms of the retail contract, including the payment amount, dates, Annual Percentage Rate, and total sales price, were communicated to ****************** before and during the closing process through both written and verbal channels. Prior to signing the agreement, ample time was given to ****************** to thoroughly review the terms of the Retail Installment Contract.
  On March 5, Byrider reached out to ****************** and reviewed her retail agreement with her as well as her payment schedule. ****************** provided her insurance information and the ******************************* was canceled. She also made a payment toward her next contractual payment due on April 1.
  We regret the confusion caused, ******************, a highly valued customer. We look forward to our continued relationship.
  
  

  Customer response

  03/07/2024

   
  Complaint: 21376908
  
  I am rejecting this response because:

  AGAIN, the issue was underlining the amount of my downpayment, NOT my monthly car payment. This is very wreckless for the company to misconstrue my words. My down payment was supposed to be only $3,000 yet I was threatened of repossession of my car if I did not pay an additional $543.57 <<< THAT amount was not discussed with me in person prior to purchasing the vehicle as also being a part of my down payment, until my father asked them. This is doing nothing but adding fuel to the fire and is really bad unethical business practices. 

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

  Business response

  03/11/2024

  We stand behind our original response.  The retail agreement that ****************** signed clearly disclosed all payments, including the down payment and deferred down payment. The retail agreement was reviewed during closing.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 11/30/22 I leased a car with said company. For about 6 months, I paid my payments on time. After a few mishaps I started working less hours, resulting in a change to my income, which resulted in late payments sometimes, however the car note always got paid up until 9/29/2023. The car started having problems which led to the motor being blown out. During that 10 months, I was treated very poorly by staff at JD Byrider due to the change in my income. The service reps were often very rude. Specifically, a ***********************, who was especially always very rude to me anytime i needed to make a payment. One situation resulted in a shouting match and she has hung the phone up on me several times. She is not fit to work in ***************** I have paid over $6000 on a loan that was $16,998, however the current balance of the loan is $16,198. A letter was sent to my employer saying that I signed an agreement on 9/01/2023 stating that I consent to my wages being deducted. I have never signed such document. When I questioned the customer service reps about my signature on the form, they became very defensive and irate with me. When I looked further into this matter, I noticed an email with a DocuSign attachment of the same form my employer presented to me, however the document was titled something completely different from what the actual form was. I never signed that document consenting to my wages being garnished, in fact, I was sent an email where I was asked to send check stubs because I switched my pay dates. I made my last payment on 09/29/2023 also made a payment on or around that time, so I am curious as to why would I sign such form consenting my wages to be garnished if I was paying on the loan around that time. I am distraught and extremely exhausted with this situation that has caused me great stress.

  Business response

  02/14/2024

  In the case of *********************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  **************** is dissatisfied with a wage assignment that has been executed on her account.
  **************** purchased a 2016 ********** Tiguan on November 30, 2022 from the franchise-owned Byrider location on North Avenue in Glendale Heights, ********.  The vehicle was covered by a 36-month, ****** mile service contract, whichever occurs first.  
  Ms. Hortons purchase was secured by a retail installment contract signed November 30. 2022. The terms of the agreement, including the Promise to Pay, were disclosed both verbally and in writing during closing. Ms. ******* Retail Installment Contract also includes a voluntary wage assignment, which was also disclosed during closing.  
  Account records show that **************** spoke to the dealership on 9/1/23 stating she was on short term disability and needed to make arrangements on her contractual payment due.  As a gesture of good will the dealership agreed to amend the contract and *************** signed a Permanent Amendment to the Retail Contract depicting her new pay schedule and updated wage assignment form.  
  **************** defaulted on her Retail Installment Contract on October 13, 2023. Byrider has executed the Wage Assignment to collect the balance of her contractual payments.  
  
  

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ******************* 2013 from Byrider in May 2022 for $16,000+. I pay $306 twice a month including the *** fee, and have had nothing but trouble with the vehicle. I have receipts for each time its been in the shop which has been 6 times, the alternator went out and had to be replaced. The power window on driver side wouldnt roll back up TWO separate times. The fans stopped completely so I had no heat last December. I got a stability track issue message pop up when driving back from out of state to which we couldnt go over 40mph and ended up being the spark plugs and wires. And lastly, a little over a month ago my AC went out completely, took it in and the cooling unit is now bad and over $700 to fix. Its been a endless money pit from the start and its over $600 a month already, I just cant afford all the money thats pouring into this vehicle for it to be in the shop every other month. This isn't buyers remorse its the fact I was sold a vehicle that is in need of repair more than it running smoothly. I just want out of this contract and rid of the vehicle and nightmare completely.

  Business response

  01/11/2024

  In the case of ***********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  ************** is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  
  ************** purchased a 2013 Chevrolet Cruze on March 16, 2022 from the franchise-owned Byrider location on **************** in ****************, *************.  The vehicle is covered by a 36-month, ****** mile service contract, whichever occurs first.  
  As of ****************** last service appointment,  she has driven the vehicle  ****** miles in 19 months. ************* total out of pocket expense is $535.70 to date. Her service agreement has covered $765.90 and Byrider paid $99.66 for non covered repairs. While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use. 
  Byrider has and will continue to stand behind the service agreement and would be happy to work with ************* regarding the ** concerns. We would encourage her to contact our service department at ************** to schedule an appointment so we can assess the vehicle and determine the best course of action.
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value ************** as a customer.  We look forward to our continued relationship

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not liable for this debt with charter communications, I do not have any contract with *** BYRIDER/****. They did not provide me with the original contract as I requested

  Business response

  11/09/2023

  In the case of ***********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned ****.  ************ is upset that this account is still showing on his credit report when he voluntarily surrendered the vehicle.
  ************ purchased a 2013 Chevrolet Cruze on March 12, 2022 from our Byrider location on *************, ************, **.  ************** purchase was secured by a Retail Installment Contract which was provided to him on the day he purchased the vehicle.  
  Account records show that ************ put ****** miles on the vehicle prior to surrendering it on April 3, 2023. **** has documented policies and procedures surrounding the repossession process to ensure all state and federal regulations are met. All required documentation was sent to ************ when he surrendered the vehicle. 
  The vehicle was sold at auction, and the proceeds were applied to the account, leaving a deficiency balance owed of $13,893.71. The account was charged off on April 28, 2023.
  The tradelines have been investigated and are reporting the account accurately. 
  At ****, we strive to achieve the highest level of satisfaction with every customer.  While we sympathize with ************** predicament, **** is required by the Fair Credit Reporting Act, as a data furnisher, to provide accurate credit reporting. We cannot adhere to his request to have this removed from his credit report.   

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle on August 19, 2023. I had it for several days before noticing there were problems with it. I took it to get an inspection and they said that there was a lot of garbage in the air filter. There were also several lights that were out that I didn't notice. Then within a couple of days the car started making sounds. Just last week there was a grinding sound coming from the vehicle and two days ago the lights and everything on the dash started popping up and the car wouldn't turn on. I hired AAA to have them take it to Byrider to get it serviced and they checked it out and several hours later called me. They said it was the alternator and the serpentine belt. (they didn't mention it but I got it tested at oreillys and they said it was the throttle body.) So, at this point I don't even know if what they said is completely wrong with it. I reached out to Byrider several times and they said to me there were no options as far as returning the vehicle was concerned. They lady on the other end ***** said it in a very condecending tone and transferred me to service. I also tried to reach out to ******* (the man who sold it to me) and he would not call me back or respond to my emails. It wasn't until I finally asked them to tell him to give me and email that he finally did and all it said was "you have to talk to service". I think he knew there was something wrong with it as well because the day that I bought it he was outside charging the battery and told me it was because somebody left the lights on over night. I'm pretty sure that was a lie because when AAA towed it today they told me it was the wrong battery for the car anyway. So, with an alternator problem, serpentine belt problem, throttle body problems, lights etc. I really don't know what to do at the point. I have made every payment on time up until this point but I quite frankly don't have the money to spend on a car that is way over its market value to begin with. Hasn't even been 2 months!

  Business response

  10/18/2023

  In the case of ***********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  ************ is aggrieved by the mechanical difficulties he is experiencing with the vehicle.  
  ************ purchased a 2011 ***** 3 on August 19, 2023 from the franchise-owned Byrider location on North Avenue in Glendale Heights, ********.  The vehicle is covered by a 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.
  Upon receipt of this complaint, we reached out to ************. ************ has returned the vehicle and we have released him from his contractual obligation.
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience and wish him well in his future endeavors.
  
  

  Customer response

  10/19/2023

   
  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. Thank you for relieving me from my contractual agreement and I look forward to it being removed from my credit score as well. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have put more money into this vehicle to get it fixed since I have had it. Also you are charged a amount monthly but if you get paid 3 times in a month they take extra even after the monthly payment has been paid. How do they expect you to pay almost 600 a month when they know they sold a lemon and you have to pay to get it fixed.

  Business response

  10/10/2023

  In the case of *******************************, Complaint Number: 20639953, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  **************** is aggrieved by the mechanical difficulties she is experiencing with the vehicle and misunderstandings regarding her payment schedule.  
  **************** purchased a 2013 **** Edge on March 10, 2023 from the franchise-owned Byrider location on **************** in *********, ********.  The vehicle is covered by a 24-month, ****** mile service contract, whichever occurs first.  
  We were surprised to learn that **************** was experiencing mechanical vehicle issues. **************** has only contacted us once regarding any vehicle issues, we set an appointment for her but unfortunately **************** did not keep the appointment. We would encourage her to contact our service department at ************ to schedule an appointment so we can assess the vehicle and determine the best course of action. 
  In regards to the belief that Byrider is taking extra money when customers receive 3 paychecks in a month that is incorrect. **************** is set up on biweekly payments, which twice a year 3 pay periods would fall in a single month, this is inline with her payment schedule set up per her retail installment contract.  The terms of the retail contract, including the Promise to Pay, Payment Amount and Payment terms both orally and in writing, prior to and during closing. 
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value **************** as a customer.  We look forward to our continued relationship.

*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. ↩