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

• 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.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 7th *************************************** know that my car payment was due that day. I then informed the account manager that I was in the process of trying to trade the car in. She then told me that I was refusing to make payments and then began to ask a lot of questions. Such as where was I trading the car in and how much was they giving me for the car. I then stated that that was not her business and ended the call. Monday, July 10, I contacted the dealership who made me the offer for the car. I was then told that they couldnt accept the car as a trade in vehicle because it was out for repossession. I had planned on making full payment on the next due date but the car was repossessed on the 19th of July. The car was parked in my Driveway and I nor was anyone in my home notified before the car was taken. I also believe that the company is using predatory practices to sell cars to people that are price far outside of their market value.

  Business response

  08/04/2023

  In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  ************** is aggrieved at the handling of the repossession of the vehicle.   
  ************** purchased a 2015 ***** Traverse on February 2, 2021  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. 
  ************** defaulted on his retail installment contract, and his vehicle was subsequently repossessed on July 24, 2023.  All the necessary forms and letters were sent to the address on file for **************. Prior to picking up the vehicle ************** informed us he no longer wanted the vehicle and for us to come pick up the vehicle.  
  Additionally, Byrider has written policies and procedures that govern the repossession process to ensure that every repossession adheres to federal and state regulations.  
  At Byrider we strive for the highest level of satisfaction for every customer.  While we sympathize with **************** predicament, there was a default on the retail installment contract. 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive been having many problems with this company since I got the car Ive filed a complaint before because they sold me a car and didnt fix any of the problems that I addressed were wrong with the car before I got it and I was told that they will. Now they have taken more money from my account than they should have and will not refund me any of the money they took. I made a pre-payment of 150 on 6/15 which is half of what my payment is. I called in 6/23 to pay the rest and one of their incompetent employees decided not to look at the notes that says how much is really owed. Ive been calling and calling since then and kept being told that they were going to refund me the payment and never did. Fast forward to today and now Im being told that they can not refund what is owed to me because its a partial payment. Ive gotten behind on one of my major bills because of this situation. Im very disappointed with this company to this point and I want what is owed to me.

  Business response

  07/05/2023

  In the case of *********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  ************** is aggrieved by the wrong payment amount being taken and the process to receive a refund.  
  ************** purchased a 2016 **** Escape on May 5, 2023 from the franchise-owned Byrider location on North Avenue in Glendale Heights, ********.  
  Byrider has documented policies and procedures surrounding the servicing of accounts and was surprised to learn of **************** complaint. When ************* called to make the payment, the account representative misunderstood and processed the contractual payment amount instead of the amount due. The unauthorized payment amount was promptly refunded.  Byrider took this opportunity to retrain their staff to ensure the policies are followed. 
  At Byrider we strive for the highest level of satisfaction for every customer.  We apologize for any inconvenience this matter caused **************, and we value him as a customer.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  06/26/2023 , my vehicle was towed from my residence earlier this morning I have been patiently waiting all day to receive phone calls or emails on the where shouts of the vehicle so I can get my belongings. Ive called jd byrider of ******** ** numerous times and I was told we cant get anything done when you keep calling bothering us, which I called literally almost two hours apart to give well then more enough time to gather all information needed. Then I was rudely insulted about why I moved out of state and insulted about multiple other things as well. Ive missed my payment 1 time before but other then that *** always paid on time even when my car was supposed to still be under warranty for engine and transmission coverage and they didnt honor that and I had to pay out of pocket I still made my payment on time. I asked to have my account switched to ***** where Ive been for well over a year and ************** byrider refused to even do that. At this point Ive paid well over close to $10k on my car and I just want my items out of it now this is beyond frustrating and ridiculous.

  Business response

  07/06/2023

  In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC.  **************** is aggrieved at the handling of the repossession of the vehicle.   
  **************** purchased a 2011 Chevrolet Impala on January 25, 2022  from the franchise-owned Byrider location on ****************** in ********, **************.  The vehicle is covered by a 36-month, ****** mile service contract, whichever occurs first. 
  **************** defaulted on her retail contract, and her vehicle was subsequently repossessed on June 26, 2023. CNAC has written policies and procedures that govern the repossession process to ensure that every repossession adheres to federal and state regulations.  Additionally, CNAC uses licensed and bonded repossession agents for repossessions that occur out of state, like ****************. Unfortunately, due to the out of state repossession, the communication regarding the retrieval of personal property took longer than usual.  
  CNAC has reached out to *************** and apologized for the delay regarding the communication of how to retrieve her property. CNAC reviewed and explained the requirements of the service agreement and the servicing of her account. **************** redeemed her vehicle and has expressed satisfaction with the resolution. 
  At CNAC we strive for the highest level of satisfaction for every customer and look forward to our continued relationship. 

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2011 Kia ******* in September of 2022. The engine died on the car in May of 2023. The service department replaced the engine, gave a full inspection. Less than a month later in June of 2023, the car stops. The radiator is determined to be busted. They stated they fixed the radiator issue but now they have send it out again for a new motor. It has been three weeks each time they keep my car. Total of 6 weeks and they expect me to keep paying and I cant get to work. They refuse to help with rental/loaner/ or even transfer to a new car. Not to mention I also bought a car in 2018/2019, in which the engine died a week later. After complaint they switched my documents over to a new similar car, same price. I am being left with no ways to get around and no help. Only threats saying well you still have to pay whenever I call. Ive now had three cars from them, all had engine issues. They do not inspections, and expect you to pay. Ive never even been late on a payment!

  Business response

  07/03/2023

  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 she is experiencing with the vehicle.  
  ******************** purchased a 2011 Kia ******* on September 8, 2022 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.  
  ******************** had her vehicle serviced in April for an engine repair. Unfortunately, the engine that we received failed. We have reached out to our vendor to help expedite the process of finding a replacement engine and getting ******************** back into her vehicle.
  We reached out to ******************** to explain this, as well as offer to waive a payment for her. She was receptive to this resolution. 
  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

  06/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After calling to speak with ******* to let her know we would be unable to make a payment this week due hours being shorten after a family death . She proceed without calling ** back to discuss the situation and charged his card for payment with out authorization. This worker has been so unprofessional each time my husband calls to speak with her about any situation and it always leads to a big agreement. I witnessed her talk to him as if they were exes and had a big falling out, she was so aggressive and rude. She needs to have some consequences for actions!

  Business response

  06/20/2023

  We have launched an investigation into this complaint however we are not able to identify the account associated with Customer Name or Complaint ID. ********************** has 133 individually owed and operated dealerships nationwide. Please provide the city and state of purchase, and name or account number. You may also contact us direct via email at customerservice.com. Byrider strives to achieve quick resolution to every customer concern but need these details to investigate the matter.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle 05/05/2023 from them I test drove several vehicles of which I noticed major problems with all of them. Due to the need for a vehicle I chose one with the least major problem that could be addressed and fixed with little time. We got that squared away and I was to come in today and get the problem fixed. As the weekend went by I started to notice other problems that started to arise. The gas would be completely gone within a day and the radio started to disconnect on its on and wouldnt be able to connect to Bluetooth until the system was reset. Ive done that about 15 times since 05/05/23. I was told by them that they couldnt do anything about it because they couldnt recreate the problem. I asked to either switch vehicles or for a refund due to the fact that the car would still have the same problems. They said they couldnt do anything about it and no refunds could be given even though it hasnt been 30 days since the purchase of the vehicle. I fear that even if given another vehicle it would still have something wrong with it because they are selling cars that are lemons and making them look good on the outside but the main components of their vehicles would be bad. This is not good business and they should not be able to advertise these vehicles if they are not in driving condition. It is false advertisement and that alone shouldnt be acceptable to anybody dealing in the selling of vehicles.

  Business response

  05/22/2023

  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 2016Ford Escape on May 5, 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.  
  Upon receipt of this complaint we reached out to ************** to offer a refund and release him from his contractual obligation. At that time ************** opted to keep the vehicle. He has arranged for service to be repaired at an outside location. If ************** has any further issues we encourage him to contact our service department at ************** to schedule the vehicle for service 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

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***************************** purchased a vehicle from dealership. I made my car payments on time twice a month. A few months after having a vehicle with them the dealership called me and told me that I had to return the vehicle because there were issues with paperwork on their part and they did not have the title to the vehicle. In exchange for me bringing the vehicle back they told me I could pick any car off the lot. I went to the dealership to confirm this was true they were not able to provide me with any paperwork they also told me they would remove the first car from my credit before putting me on a new car loan or lease. They lied in fact I have two cars on my credit and they are not reflecting properly. In addition to this when I went to the dealership to get a new car I picked a Kia ***** the ***** broke down about a week later and they promise to fix it before leaving the Car lot. They scheduled the appointment about a week out from when I was at the dealership however the car did not last two days and was broken then. All while the car was not functioning I will still pay my car note on time one morning I wake up and my car is gone I don't get any notice any letter any information as to why my car will be gone I check with the local police station and they tell me I'm not on any repossession list.I called the car company and they let me know that they repossessed my car because they felt as though I could not keep up with the payments because I was no longer employed even though I was still paying my car note from my life savings.This dealership is completely unethical their financing is predatory and this needs to be removed from my credit immediately I also need to be paid both down payments for both vehicles back and I need my credit report to reflect these items deleted.

  Business response

  03/29/2023

  n the case of ***************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider. ****************** is disputing the accuracy of the reporting of her Byrider account to the credit bureaus.
  
  ****************** purchased a 2012 ****** Altima on March 30, 2022 from our Byrider location on North Avenue in Glendale Heights, ********.  

  
  Upon titling the vehicle it was discovered that Byrider was not provided with the most recent title. This was not going to be resolved in a timely manner so ****************** returned the vehicle and was placed into a 2016 Kia ******* on October 4, 2022.

  
  The ******** did break down and Byrider offered to provide ****************** with a Mutual Release and a refund of $1000. ****************** declined this offer and decided to have the vehicle repaired and continue with the contract. 

  
  ****************** made only two payments on the ********, both of which were delinquent. She charged back the second payment and at that time Byrider made the decision to repossess the vehicle. ****************** was informed at that time due to her payment history we would not be able to return the vehicle.

  
  Regarding the credit reporting issue, Byrider thoroughly investigated the tradeline and determined it to be reporting inaccurately.  We have submitted an AUD through e-***** with the necessary updates and it will reflect on their next cycle.

  
  At Byrider, we strive to achieve the highest level of satisfaction with every customer. We apologize for any inconvenience this has caused *******************

• Initial Complaint

  02/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had nothing, but issues with my 2013 **** Escape. I have taken it for various issues and I purchased the car in 01/2020. In Aug, 2020 there was a coolant issue and usually issues like that wont appear until **** years down the line where the car was overheating. I brought this in 5 times while under the warranty. Again in Oct 2020 another coolant issue where the hose needed to be replaced. In Oct 2021, antifreeze was leaking and the vehicle was stalling and taking time to pick up speed. The brakes was replaced in Sept 2022, and I brought it back last week because the check engine light was on, for them to say a rope was caught up in the vent. I have had nothing, but issues and now they want me to pay a $65 diagnostic fee, along with the note, and said they will not hand the car over until they receive both. I think for all the issues I have had and the crookedness its very frustrating and some of insulting comments that have been said towards me.

  Business response

  02/14/2023

  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 she is experiencing with the vehicle.  
  Shaveea ******* purchased a 2013 **** Escape on January 17, 2020 from the franchise-owned Byrider location on ************ 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. ***************** brought the vehicle to the Byrider service center. Diagnostic fee is $65.  As a gesture of goodwill, the dealership agreed to a one time waiver of the fee.  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from this company in order to get repairs done you have to go on a waiting list but they want you to continue to make payments every two weeks on a none running vehicle. I couldn't afford the car or was able to make repairs myself so I gave the vehicle but they continue to send me emails regarding this vehicle that they have in their possession.

  Business response

  02/03/2023

  n 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.  
  ***************************** and *********************** purchased a 2010 **** Taurus on May 14, 2022 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. Service records indicate that ************ contacted the franchise owned Byrider regarding her vehicle, she was told to schedule the transmission in for mid December, which would have been covered by her limited warranty, ************ did not bring the vehicle to be serviced. Instead, she abandoned the vehicle and defaulted on retail contract, and vehicle was subsequently repossessed on January 26, 2023.  All the necessary forms and letters were sent to the address on file for ************. The vehicle is scheduled to be sold at auction, and the proceeds will be applied to the account. ************ and ********************** will be responsible for the deficiency balance. 
  

  Customer response

  02/08/2023

   
  Complaint: 18900881
  
  I am rejecting this response because:

  This company is full of it the first time the vehicle broke down we were told that no one inspected this vehicle before we brought it someone had just traded  it in and before it could be looked at they let us drive off the lot with it such a shame no  business should operate in this manor.
  
  Sincerely,
  
  ***********************

  Business response

  02/13/2023

  We stand behind our original response. ************ had a service agreement she abandoned the vehicle and defaulted on retail contract, and vehicle was subsequently repossessed on January 26, 2023.  All the necessary forms and letters were sent to the address on file for ************. The vehicle is scheduled to be sold at auction, and the proceeds will be applied to the account. ************ and ********************** will be responsible for the deficiency balance. 
  
  

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