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

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to bring to your attention about unethical and even possible criminal practices by JD Byrider in Glendale heights, IL. I have for several week tried to get the dealership to fix problems with my car that was covered under warranty, and yet the dealership either tells me I cant get it fixed or I have to wait 4-6 weeks to get it looked at which forcibly makes me come out of pocket to get the car fixed because this is my only means to travel to work and do other daily task that requires a vehicle. And on top of that the I believe they violated ** lemon laws and they will not let me trade it in even within the first week of getting the vehicle I saw problems occur and they refused to let me get another vechile. So I implore the bureau to look into this company about these practices they have displayed towards myself and possibly many others

  Business response

  01/18/2023

  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 she is experiencing with the vehicle.  
  ************************* purchased a 2015 Jeep Patriot on September 22, 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 **************** has not brought the vehicle to the Byrider service center since purchase. As a gesture of goodwill, we would like to schedule an inspection to diagnose the vehicle. We ask that **************** contact the service manager **** at ************ to schedule an appointment at her convenience. 
  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.
  
  

  Customer response

  01/18/2023

   
  Complaint: 18805258
  
  I am rejecting this response because: Ive called numerous times since I had this vehicle and every time I speak with someone, theyre response is as such, You can drop the car off to us but we will not have any openings until 4-6 weeks. Meaning, I will be without a car because they want my car to just sit up there until they are ready to work on it weeks later. When I have kids and work to tend too. They have not been reasonable or willing to help out in any way possible. Them stating they will schedule an inspection means I will not be today, tomorrow, nor this weekend. That mean my car wont be seen until weeks from now, which is unacceptable. Even after I told this company it broke down on the side of the expressway, the still said get it towed to them but cant fix it. How does that help at any way? Ive came out of pocket almost $2000 to fix major things on the car while they continue to tell me none of it was covered under warranty even though I just received the car. Theyre response is a joke. They are not trying to help. They just do not want to own up to the fact they sold me an useless car that breaks down on me every other day with my children in it. 
  
  Sincerely,
  
  *************************

  Business response

  01/19/2023

  We stand by our original response. **************** has not brought the vehicle to the Byrider service center since purchase. As a gesture of goodwill, we would like to schedule an inspection to diagnose the vehicle. We ask that **************** contact the service manager **** at ************ to schedule an appointment at her convenience. 
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have 6 hard inquiries on my name as well as them saying late payments for 5 months after my car was stolen then repossessed. I tried to call to solve the resolution but ***** , ******* ************ all hung up on me and wouldnt assist me with solving the problem. I was called names and then hung up on.

  Business response

  01/12/2023

  In the case of *************************, we have investigated the matter with the full cooperation of the franchise owned Byrider. **************** is upset regarding an inquiry on her credit report. 
  **************** purchased a *************************************************************** Glendale Heights, ** on July 30, 2021. **************** signed a credit application giving Byrider permission to pull credit at the time of purchase. 
  During the course of her Retail Installment Contract, ****************** became delinquent and eventually the vehicle was repossessed.  The franchise owned Byrider, in the course of  servicing her account, pulled Ms.******* ************* Per the Fair Credit Reporting Act, Byrider has permissible purpose to pull Ms. ******* credit while servicing her account.  
  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought in my car for repair nov 14th 2022. They said I have a bad engine. This.is guaranteed. They also said the bad engine caused my radiator to get ruined which they are going to.charge me. I have only driven my car **** miles. I am still making payments. It is today December 12th 2022. Still.waiting. They never.call me.back

  Business response

  12/15/2022

  In the case of ***************************, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  
  ****************** purchased a 2009 ***** Civic on October 14, 2021 from the franchise-owned Byrider location 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. ****************** visited the service center on November 17, 2022 with vehicle overheating. It was determined that the engine needed replacement. In addition, the radiator and hoses. ****************** was advised that the service agreement covers the cost and labor of the engine but the balance of the repairs were his responsibility. 
  Mr. ******** vehicle is covered by a 36-month, ****** mile service contract and all eligible repairs totaling $1902.32 were processed under the service agreement. Mr. ******** out of pocket expense was $299.48. Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value ****************** as a customer. 

• Initial Complaint

  11/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased car June of 2021. Account in 100% compliance. My biweekly payment on July 29 2022 allegedly did not go throughJuly 29th was also my paydaymoney was in the account. Car was repoed on 8/3 while in the shop and i had no idea. so when i went to pick up my car the kid manager had no idea where it was. Ended up filling a police report. Never notified in writing of the repo nor given the option to purchase it back since I had paid over 3O%. They are so inaccurately providing incorrect information to the credit bureau!!! I want a resolution ASAP along with $$$

  Business response

  11/30/2022

  In the case of ***************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider/CNAC.  **************** is disputing the repossession of the vehicle.
  
  *************************** and ******************* purchased a 2015 Chevrolet Equinox  on June 5, 2021 from a franchise owned Byrider location North Avenue in Glendale Heights, ********.  The vehicle was covered by a 36-month,36,000 mile service contract, whichever occurs first.  
  
  **************** defaulted on her retail contract, and her vehicle was subsequently repossessed on August 5, 2022.  All required repossession notices were sent to **************** and ***************
  Additionally, CNAC has written policies and procedures that govern the repossession process to ensure that every repossession adheres to federal and state regulations.  
  
  At CNAC we strive for the highest level of satisfaction for every customer.  While we sympathize with Ms. ************* predicament, she did default on her retail contract. The franchise owned Byrider gave **************** the opportunity to redeem her vehicle.  In addition, **************** was advised that once she reclaimed, the vehicle would be evaluated and any eligible repairs would be processed through the remaining service agreement. 
  
  **************** did not reclaim her vehicle and the vehicle was sold at auction, and the proceeds were applied to the account, leaving a deficiency balance owed of $11,031.83. The account was reported as a chargeoff on September 22, 2022.

  Customer response

  12/01/2022

   
  Complaint: 18480839
  
  I am rejecting this response because:

  1. I have written a response of the true facts. 

  2. I have provided over 40 pages of emails between me and CNAC. 

  3. CNAC had my debit card on file and CNAC failed to run the card. See my bank statement which proves the was more then enough funds to cover the payment. 

  4. I provided CNAC with my lease and new address in April along with the order of protection on *******************. I WAS NEVER NOTIFIED OF ANYTHING.

   

  Once again CNAC was done nothing but lie. Add a complaint to the Truth and Lending Act. I need this resolved before I sign my attorney client representation. 

  
  Sincerely,

  
  ***************************

  Business response

  12/02/2022

   We stand behind our original response. **************** defaulted on her Retail Installment Contract. All state and federal regulations were followed.

  Customer response

  12/04/2022

   
  Complaint: 18480839
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The motor went out in car end of September My car is supposed be ready October 31 or today November 3 my car is not ready what I can do to get A Vehicle

  Business response

  11/07/2022

  In the case of ************************* we have investigated the matter with the full cooperation of the franchise owned Byrider. 
  ************** purchased a 2012 Kia ******** from a franchise owned Byrider in Glendale Heights, ** on December 21, 2021. The purchase included an optional 36 month/36,000 mile service agreement. While we understand that dealing with any service related issue can be frustrating, a preowned automobile will require routine maintenance and repairs to ensure its continued operation.  
  Ms. ****** vehicle has been sent to a Kia ********** for a warranty repair. We have been in contact with the dealership and ************** and apologize for delays that have been experienced  with the supply chain on parts needed for the repair. As a gesture of goodwill, the franchise owed Byrider has applied a payment of $255.30 to her account due to the extended time of the repair. Per the repair shop, the work should be completed this week. We will continue to update ************** on the status of the vehicle.
  
  

  Customer response

  11/08/2022

   
  Complaint: 18355424
  
  I am rejecting this response because:you have had my vehicle since the end September u said it would ready October 31 2022 i have been more  patient paying for a rental almost **** for the rental and you want me to pay a car note no thats not acceptable 
  
  Sincerely,
  
  *************************

  Business response

  11/09/2022

  We understand ****************** frustration and as stated in the original response,  applied a goodwill payment of $255.30 to her account due to the extended time of the repair. The vehicle has been repaired by the sublet vendor. Prior to returning the vehicle to ************** the service department conducted a thorough inspection and found the vehicle needs a rear differential. This was not identified because the vehicle was inoperable when it was brought in for the original repair. The parts are ordered and due in on November 15 and will be repaired by November 16. ************** was given the option to either wait on the repair or because of the additional time needed, pick up the vehicle with a non working driveshaft assembly, the vehicle would drive normally, and return on the 15th for the repair work. ************** decided to keep the rental vehicle until the 15th and wait on the additional repair, which is covered by her service agreement . The franchise-owned Byrider has a deep commitment to providing excellent customer service and apologizes for the inconvenience this has caused. The location is working diligently to get the issue resolved and will stay in contact with ************** through the process. 

  Customer response

  11/11/2022

   
  Complaint: 18355424
  
  I am rejecting this response because:my car note is 510 monthly you have had the car end of September why cant you hold payments until my car is ready i am paying almost **** for a rental thats not fair you could have froze payment until car get back but instead i am getting harassed about the car payment  when i have received 2 phone call from service about my car 
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  11/2/2022 This business continuously runs my credit without my permission they have ran my credit twice this year alone, I already have an auto loan with them and every time they run my credit it says *** applied for an auto loan, *** brought this subject up to them and they told me that they are authorized to do so as if I dont know my rights, and before they try to bash me yes Ive been a few days past due but never over a weeks span or months span for them to run my credit

  Business response

  11/08/2022

  In the case of *******************************, we have investigated the matter with the full cooperation of the franchise owned Byrider. ****************** is upset regarding an inquiry on her credit report. 
  ****************** purchased a 2011 Chevrolet Malibu from a franchise owned Brider on ************ in Glendale Heights, ** on January 7, 2020. ****************** signed a credit application giving CNAC permission to pull credit at the time of purchase. 
  During the course of her Retail Installment Contract, ****************** became delinquent and the franchise owned Byrider/CNAC in the course of  servicing her account pulled Ms. ******** credit. CNAC has permissible purpose to pull Ms. ******** credit while servicing her account.
  
  

  Customer response

  11/09/2022

   
  Complaint: 18349036
  
  I am rejecting this response because:I WILL NEED Proof that it is legal for you all to pull my credit, while I am in a contract with you all I need everything in writing at this point, you all pull my credit as if Im applying for a new car loan, that is illegal when I did not authorize it, you pulled my credit after being late 2 days late never even more than a week or maybe two late with you all after being in this contract with you all, please send your supporting documents to my email of me signing a contract making it legal for you all to pull my credit any time that you want to. 
  
  Sincerely,
  
  *******************************

  Business response

  11/15/2022

  We stand by our original response. CNAC has a permissible purpose as per the Fair Credit Reporting Act to pull credit when servicing a delinquent account. 
  
  

  Customer response

  11/17/2022

   
  Complaint: 18349036
  
  I am rejecting this response because: I refuse to go back and forth with a company that refuses to show proof !! what section of the fcra supports this? You are saying my account is delinquent and its not more than 30 days past due? You cant report that to the credit bureaus because you dont report every month as you should, it is illegal for you to run my credit as if its a new car loan or without peopled consent but Im so happy you all are responding the way you are, very educated on my rights!!!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Bought a car from Byrider April 2021 thing is a real lemon and a money pit Vehicle has a bad powersteering pump and rack and pinion They are very unhelpful and I would like to give the vehicle back to them with out any hit to my credit They are a fraudulent predatory lender Car is only worth **** I paid over ***** in a year and a half when the loan amount was only ****** they are rip off artists I will be taking them to court for this because this is unfair

  Business response

  09/06/2022

  Hello,

   

  This is not a customer that purchased from our ********, ** location.  Please have this complaint redirected to the appropriate franchise.

  Business response

  09/25/2022

  In the case of ***********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider.  ************** is dissatisfied with some mechanical issues he has stated he is experiencing with his vehicle.  
  

  ************** purchased a 2014 Chrysler 200 on April 24, 2021 from the company-owned Byrider on ************* in **********, ********. The vehicle is covered by a 48-month, ****** mile service contract, whichever occurs first. 
  

  Records show that ************** has never been in for service at a Byrider location. We have attempted to contact **************** to discuss his concerns without success.  We would encourage him to contact us to discuss a resolution.  
  

  We apologize for any inconvenience that any mechanical issues he is experiencing may be causing and we remain committed to working towards a resolution through the repair of his vehicle.
  

  
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the ending of the year 2021 i financed a 2011 ***** malibu through jd byrider. During the signing i was told i would be charged by weekly for the month of December just to make sure i could pay and after that my payments would be 210 plus insurance 264. Since December i have been charged 264 bi weekly and i know thats not right thats 528 a month for a 2011. I could have gotten a 2017 for just a little bit more then that i want out of this agreement and a better performing car. As i am a student Athlete and need reliable transportation. Jd byrider records all there signings

  Business response

  09/07/2022

  This is not a customer of our **** franchise locations and therefore we do not have access to this account. Please forward to ******************************************

  Business response

  09/19/2022

  In the case of Juanya *******, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider/CNAC.  Mr. ************;purchased a vehicle, agreed to the terms of the contract, drove the vehicle for ****************************************************************************************************************************** have the terms amended.  
  
  Mr. Andrews purchased a 2011 Chevrolet Malibu on November 12, 2021 from the franchise-owned Byrider on ************ in Glendale Heights, ********.  During the contract closing, he agreed to the terms of the retail installment contract, which included the payment amount, payment frequency, and the insurance requirements.  The franchise-owned CNAC tried to contact Mr. ************;to follow up on this complaint, without success.  However, they are unable to adhere to his request to be released from his contract or amend the terms.  
  
  Should Mr. Andrews have any additional questions or concerns, we encourage him to reach out to the franchise-owned CNAC.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I purchased a 2008 ***** impala back when I was 18 years old. I am now 24. My car was stolen and damaged/totaled. I could not find the car and found out that cnac had repossessed it. The balance on my credit is $7900. I paid a down payment plus made on-time payments. ** that works for cnac said that h*** take 40% off the balance. I agreed but its been two years since *** tried getting in contact with him. I was pregnant at the time and I have two other kids. When covid hit I had to leave my job so, of course, I missed payments. I am asking you to get rid of the balance and take it off of my credit report. And also the money I put into this car. I no longer have the car and I havent heard anything from cnac ********. I deserve this and I am young and didnt realize or was told thatll Ill have to pay a finance charge. Please contact me back.

  Business response

  08/29/2022

  In the case of ***** ****, Complaint Number: ********, we investigated this matter with the full cooperation of the company-owned Byrider and CNAC. ************ is requesting a refund of the money she paid into her vehicle, forgiveness of her past due balance, and to have the tradeline deleted from her credit report. 
  

  ************ purchased a 2008 Chevrolet Impala on June 5, 2018 from the company-owned Byrider on **************** in ************, *******. Byrider has documented sales and underwriting policies and procedures to ensure full transparency during the purchasing process. During the contract closing, ************ agreed to the terms of the retail installment contract including the vehicle price, APR (finance charge), payment amount, and general expectations of the contract. 
  

  ************** account was transferred to Credit ***.  We have notified Credit *** that ************ might be interested in a settlement offer; however, ************ can also reach out to Credit *** to try to work out an arrangement with them.  
  

  We apologize for any inconvenience this matter may have caused, and we wish ************ the best of luck in her future endeavors. 
  

  
  

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a **** TAURUS beginning of May 2022 Cant Remember the exact date but not even a week later car started overheating , and cutting off . Maintenance said they couldnt look at it until two weeks later. Maintenance finally got the car May 31st 2022 . Ive been unable to drive the car and get to work for almost a month ! Maintenance quoted **** Day turn around. As of Friday June 17th The 10 days was up and I was told it was actually a ***** Day Wait . So I was given the wrong information and I feel like it was on purpose . I called back Monday June 20th and they finally finished with the car but now its another issue and they arent able to tell me what it is . This is beyond ridiculous. I asked for another car and they couldnt do that. Maintenance even told me they didnt look at the car before they sold it to me it was a transfer from another Byrider. They sold me a car without even knowing if it was okay to drive ! Anything couldve happened to me driving that car I want answers and a solution ! they harass me about payments for a car that I dont have for a car but cant call me back and let me know whats going on with my car ! STAY AWAY FROM BYRIDER THEY ARE FRAUDS

  Business response

  06/21/2022

  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 issues she is experiencing with her vehicle.  
  
  ********************** purchased a 2010 **** Taurus on May 14, 2022 from the franchise-owned Byrider on ************ in Glendale Heights, ********.  The vehicle is covered by a 36-month, ****** mile service contract.  
  
  ************************ vehicle is currently being serviced at an approved vendor.  On June 20, 2022, the franchise-owned Byrider contacted ********************** to provide her with an update on the status of her vehicle.  The outside vendor encountered some part delays, and the vehicle is estimated to be completed and returned to Byrider on June 22, 2022.  As soon as the vehicle is ready to be picked up, ********************** will be notified.  Additionally, in a gesture of goodwill, the franchise-owned Byrider/CNAC will make her next payment, in the amount of $300, towards her account.  
  
  The franchise-owned Byrider apologizes for any inconvenience this matter has caused ********************** and values her as a customer.  

  Customer response

  06/24/2022

   
  Complaint: 17450115
  
  I am rejecting this response because:
  Next day after receiving vehicle check engine light is back on and car is jerking 
  Sincerely,
  
  *****************************

  Business response

  06/29/2022

  The franchise-owned Byrider contacted ********************** on June 27, 2022 and left a voicemail message.  On June 28, 2022, the customer returned the phone call and stated the Check Engine Light turned off.  She was advised to still bring the vehicle into service so it can be scanned to ensure there are no pending codes. The franchise-owned Byrider apologizes for the inconvenience this has caused and remains committed to reaching a resolution with **********************.

*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. ↩