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:02/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a 60k mile warranty we had just got the vehicle it kept breaking down. We kept taking it in to get fixed and paying that 50 dollar copay fee. The only time they actually fixed anything was when the work wasn't covered by warranty and we paid almost 800 out of pocket. We kept taking it In for the same issue the check engine light kept coming on and they just kept having us pick it up and pay the fee but never fixed it they would just say drive it around for a little while and if you have more problems bring it back. We'll of course it's going to act up because jdbyrider wasn't fixing the problem but kept taking our money. Then we tried to reach out for weeks and nobody would return our calls well the van completely broke down. So we decided to volunteer to turn our van in and find another vehicle because they were not holding up their end of the warranty. I reached out to Cnac by the time they reached back out I had another vehicle I have 6 kids to take care didn't have time to wait. This amount should not be held against us we asked y'all to come get it because it was completely broke down not drivable because they was not fixing the problem which led to it breaking down where it had to be towed. 

  Business Response

  Date: 02/12/2025

  We appreciate the opportunity to respond to the complaint #******** submitted by Ms. ***** ***** regarding her experience with Byrider and CNAC.

  Ms. ***** ***** and Mr. ******* ****** purchased a 2012 Chrysler Town & Country on May 8, 2021 from our Byrider location on *************** in *******, **************. They also purchased the optional 48 month/60,000 vehicle service contract, whichever comes first. The purchase was secured by a retail installment contract.

  Upon review of the account, we confirm that Ms. ***** was advised on December 19, 2022, during a conversation with CNAC, about the potential consequences of repossession. At that time, she was informed that she remained responsible for the outstanding balance. Additionally, she was offered the option to escalate her mechanical concerns by having a ********* sent to management, which she declined.

  Byrider stands behind the vehicles we sell and honors all vehicle service contract coverage provided. Repairs that fall under the vehicle service contract require only a deductible for service. If a repair is not covered, we make every effort to work with our customers to facilitate affordable repair solutions.

  We regret that Ms. ***** chose to return the vehicle voluntarily instead of working with our team to explore all available repair options. While we understand her frustration, the outstanding balance remains her responsibility as outlined in her financing agreement.

  As a data furnisher, CNAC is required by the Fair Credit Reporting Act to provide accurate credit reporting. Therefore, CNAC cannot honor Ms. ******* request to remove the information from their credit report.

  If Ms. ***** has any further questions or would like to discuss potential resolution options, we encourage her to reach out to CNAC directly.
  

  
  

• Initial Complaint

  Date:01/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CNAC violated terms of the servicemembers Relief Act by charging me over the statutory maximum when I financed a car and was currently an active duty service member. I stated that I was in the army to the salesmen when purchasing the car. Recently, roughly a month ago I emailed CNAC to question the interest rate again and brought up the fact that they violated the Service members relief act and CNAC just refuses to answer any emails. I will contacting an attorney for this issue since CNAC does not want to handle it outside of a court room.

  Business Response

  Date: 01/09/2025

  In the case of ******************** complaint number ********, we have investigated this matter with the full cooperation of the company-owned CNAC.
  Mr. ****** purchased a 2014 ******** ATS on December 4, 2021 from our Byrider location on ************** in **********, *** 

  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.  Mr. ****** signed a Retail Installment Contract which secures his purchase. 

  The Servicemembers Civil Relief Act (SCRA) is not applicable in Mr. ******** case, as he was on active duty at the time of the vehicle purchase. The protections of the **** apply to service members who entered into a retail contract prior to beginning active duty.
  

  
  

• Initial Complaint

  Date:11/22/2024

  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.

  Purchased a car from *** *******. Exactly A month after purchasing a female driving, a rental car totaled it. The female was not the one that rented the car, so the rental company had no obligation to pay they stated. Was never advised about gap insurance and now *** about 5000 for a car i drove for a month and was totaled by someone else.  

  Business Response

  Date: 12/02/2024

  In the case of ********* *****, complaint number ********, we have investigated this matter with the full cooperation of the company-owned CNAC.   
  ********* ***** purchased a 2014 Chevrolet **** on October 14, 2022 from the company-owned ******* location in ****, ** .  
  In November 2022, CNAC was notified that the vehicle was totaled in an accident.  ************ check was issued from *********************************** in the amount of  $8,133.63 and applied to the account on January 27, 2023 leaving a deficiency balance of $4,856.62. CNAC does not offer or sell ************** Upon receipt of this complaint, CNAC launched an investigation and found that the tradeline is reporting accurately. The deficiency balance is still owed.
  

• Initial Complaint

  Date:10/06/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The vehicle has had the odometer reset and has not been calculated in the appraisal of the car . Cuasing it to be fraud financially illegal to have don't . They violated the loan contract

  Business Response

  Date: 10/15/2024

  In the case of Mr. ******* ******, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Mr. ****** claims the vehicle had an odometer reset, and it is affecting the appraisal value.
  
  Mr. ****** purchased a 2012 Chevrolet Cruze on February 26, 2024 from our Byrider dealership on I-35 North in ***********, ***  He also purchased an optional service agreement effective for service contract terms 24 months or ****** miles, whichever occurs first. 
  
  Upon receipt of this complaint, the location conducted a thorough investigation by pulling the auction purchase order and reviewing the *** history along with the detailed Autocheck.  Byrider was able to confirm that the auction had made a clerical error when entering the mileage and therefore, had to correct the mileage which caused the reduction.   
  
  Mr. ****** was concerned that since he saw a reduction in mileage that it had been altered. 
  Byrider reached out to Mr. ****** to fully explain the timeline and mileage stops on the Autocheck report. Mr. ****** stated he was worried the price of the vehicle was affected by incorrect mileage.  Byrider explained that the mileage was just a clerical correction which would not affect the price of the vehicle. 
  
  Mr. ****** seemed satisfied with the explanation after reviewing the documents. 
  
  

• Initial Complaint

  Date:07/03/2024

  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.

  The company charged me almost ******* for a service contract I refused from day one in writing sent by mail like I was told now since insurance paid off loan and car was wrecked there trying to still collect this I've spent a total of 6.5 hrs trying to sort this out since my purchase 2 years ago they took it off on my second vehicle half of what they owed me but not my other loan a *********************************************** the book to keep this money and this is my final step before legal actions

  Business Response

  Date: 07/16/2024

  Concerning case number ********, ************************* is dissatisfied with the handling of his account following an accident. Our investigation, done with the cooperation of the company-owned CNAC, delved into this matter.

  On July 5, 2022, ****************** purchased a 2015 **** Escape under a Retail Installment Contract. CNAC's established sales and underwriting procedures were followed during this transaction. The terms of the contract, including the amount due, payment schedule, Annual Percentage Rate (APR), and total purchase price, were disclosed verbally and in writing before and during the finalization of the sale.

  On May 29, 2024, CNAC was notified of an accident involving the vehicle. Progressive processed an insurance claim, and the vehicle was determined to be a total loss. The deficiency balance remaining after the insurance check of $11,615.22 was applied to the account on June 27, 2024, was $2,347.12. ****************** also indicated that he was owed a refund for the amount for the *************** Contract.  The *** coverage was 36 months /****** miles, whichever comes first.  The *** has expired due to more than ****** miles since the purchase.

  ****************** was informed about CNACs insurance total loss program. It was explained to him that if he wished to buy another vehicle, the deficiency balance would be included in the new contract.  ****************** declined to purchase another vehicle.

  If ****************** wants to discuss a settlement amount for his account, he should call ************ and ask for Toya.

  CNAC is dedicated to providing the utmost satisfaction to each and every customer. We deeply appreciate ********************** patronage and value our ongoing relationship with him.
  

  
  

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21941050
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* I was never informed I could buy another vehicle for 1 and for 2 i have proof I requested to not purchase the service contract when I purchased the truck which I see was never even put in my file but I do have my notorized copy I can submit if you would allow me to purchase another vehicle and all I'm asking for is what I was promised by my salesman at time of purchase I assumed it was already taken care of I would consider buying another car I had great luck out of my cars all I want is to not be passed around spending hours getting no where and no one understands the situation at hand if they would sell me w vehicle on this program no one offered me I would consider if I can use Indianapolis lot

  Business Response

  Date: 07/18/2024

  We apologize for the confusion caused by our previous response, which mistakenly mentioned ********************** decision not to purchase another vehicle. We regret to inform you that our company-owned location in *********, **, along with all ************, IN locations, are permanently closed. Unfortunately, there are no longer any open company-owned sales locations where ****************** can make a purchase.
  

  However, there are Franchise-owned sales locations in Ft. *****, IN, ******, IN, and *********, **, where ****************** is welcome to inquire about purchasing another vehicle. Please note that these locations operate independently from the now-closed company-owned Byrider locations.
  

  For any inquiries regarding a settlement of your CNAC account or to provide the requested documentation, please continue to liaise with Toya at CNAC *************)

  Customer Answer

  Date: 07/19/2024

   
  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:05/10/2024

  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.

  CNAC and ******* refuse to help us nor aid us in fixing an issue with our SUV that has been going on since day one. ******************* has been to no help and CNAC doesn't care, they just want their money, that's all they care about, the contract for the money. There has been an electric issue from the date of purchase, Feb 26th 2024. I've took the car in to be looked at, the service department didn't even care for what I had to say. They ignored my conerns and overlooked everything I told them. They checked the battery, that was it. Byrider has sold us a car, knowing it has other issues (they fixed some before selling). We want Byrider and CNAC to work together on fixing this electric issue, its the ONLY issue that has been wrong with the car since before we purchased it. Both parties refuse to help. Meanwhile we have no running car and plan to NOT make another car payment unless the electric issue is fixed. The ONLY reason for us being mad, this issue was an issue before we purchased the car itself.

  Business Response

  Date: 05/13/2024

  In the case of *****************************, Complaint Number: 21695713, 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.  
  ************** and ****************** purchased a 2016 Chevrolet Trax on February 24, 2024 from the franchise-owned Byrider location on *************** in **********, *********  The vehicle is covered by a 30-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.
  On April 8, 2024, ****************** had his vehicle towed in for a no start issue.  *******'s diagnosis revealed a loose battery cable as the issue. The technician promptly tightened the cable, resulting in the vehicle starting smoothly. Unfortunately, due to a technical error, the cause of the problem and corrective action taken to correct it were not saved when adding them to the repair order. It is important to note that  once a repair order has been closed, it cannot be edited.  ****************** was provided with a copy of the notes from the technician who worked on the vehicle for his records.  
  There have been several attempts made to contact ****************** regarding the vehicle but our attempts have gone unanswered.  We are more than willing to assist ****************** but he will need to contact us at ************** to schedule a time to bring the vehicle in.
  Byrider strives to achieve the satisfaction of every customer. We apologize for any 
  inconvenience the issue may have caused, and we value ****************** as a customer.  We look forward to our continued relationship.
  
  

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21695713
  
  I am rejecting this response because:

  Byrider has not attempted to contact me, they ignored my concerns regarding the issues around our vehicle when I first brought it in. Each time they charge for a diagnostic which is $89 plus fees for using a debit/credit card for payment. I informed them of the issue as to the codes I received before I had the car brought in. Byrider ignored me, they didn't even check for prior codes with a car reader. I want the new diagnostic fee waved if they require a diagnostic before doing work. I have a part ordered, I read the codes the car was giving, if ******* would like to charge me just labor (not a diagnostic) I would like the part to be installed for me. They are more then welcome to contact me at ************

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

  Business Response

  Date: 05/20/2024

  We stand behind our original response.  ******* has attempted to reach out to **************** but those calls have gone unanswered.   Anytime we work on a vehicle we will run our own diagnostics to ensure we are correcting the issue. We have carefully considered the information provided by **************** regarding the previously recorded codes, however, it is imperative for us to conduct our due diligence.
  
  **************** replaced the camshaft and crankshaft sensors on his own but the error codes were still present.  **************** called on May 14th stating he was having the vehicle towed in.  The technicians attempted to diagnose the issues but couldnt not duplicate the concerns that **************** spoke about.  They drove the vehicle about 30 miles without any lights or codes being shown.  There were old codes that were stored in the vehicle history that were removed.  We explained to **************** if the issue does come back to bring the vehicle in and the diagnostic fee would be waived.  
  
  Byrider is still dedicated to upholding the terms of the service contract by addressing any mechanical issues that fall within the coverage of the contract.  We look forward to the continued relationship with ****************.

• Initial Complaint

  Date:10/02/2023

  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.

  So long story short JD byrder or cnac kept saying my bank was declining the payments which I found out was wrong. They was taking more than the agreed amount and ended up taking the car claiming I'm 150 behind. I thought fraudulent charges was active on my bank so I called. They pulled multiple charges and now refuse to even give me a chance to pay the car or anything. It's completely ridiculous and this is the first time they've ever took the car from me.

  Business Response

  Date: 10/13/2023

  ************ purchased a 2012 **** Fiesta on August 15, 2023 from the franchise-owned Byrider location on First Avenue in **********, *******.  
  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, Total Sales Price, Payment Amount, and Payment Due Dates were disclosed prior to and during closing, both in writing and orally.  ************** signed a Retail Installment Contract which secures his purchase.
  During the course of having the vehicle ************ made several payments via e-check through the mobile app. All of which subsequently came back as insufficient funds excluding the one he filed a chargeback for. We attempted to block ************ from using checks for payments and due to an error in the software it did not block it through the mobile app. We made multiple attempts to work with ************ to try and resolve the issue but were not able to . All payments were were made by ************ himself through the mobile app
  Unfortunately we made the business decision to release ************ from his contractual obligations. The vehicle was secured on September 29, 2023 and all the necessary forms and letters were sent to the address on file for ************. CNAC  has removed the tradeline from the credit reporting agencies which will reflect upon the next reporting cycle.
  At CNAC we strive for the highest level of satisfaction for every customer.  We apologize for any inconvenience this matter caused ************, and we wish him well in his future endeavors.

• Initial Complaint

  Date:04/08/2023

  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.

  I am not liable for this debt with Cnac and do not have a contract with them. They do not provide me with the original application like I asked.

  Business Response

  Date: 04/17/2023

  In 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 his Byrider account to the credit bureaus. 

  
  ******************** purchased a 2010 Chrysler Town & Country on January 24, ***************************************************** ******, ********. 

  
  ******************** defaulted on his retail contract and ceased communication with Byrider during August, 2022. The account was charged off on February 6, 2023. His vehicle was recovered post charge off on March 27, 2023. The vehicle is scheduled to be sold at auction on April 20, 2023.

  
  The tradelines have been investigated and are reporting the account accurately. Since his vehicle was recovered ******************** has filed multiple disputes directly through the ************************* but has not contacted us directly asking for any validation. We are including a copy of his Retail Installment Contract for his records.

  
  At Byrider, we strive to achieve the highest level of satisfaction with every customer.  While we sympathize with Mr. ********* predicament, Byrider 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

  Date:03/12/2023

  Type:Product 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 am not sure why I am receiving emails from ********* every month now since February and I have making payments since September when I opened the loan. When I received the text I replied stop and I haven't received anymore notifications through text. I replied stop to the email and I am still receiving them. I called cnac and spoke with someone who said they couldn't do anything to stop it so I asked for the supervisor and she stated at first that they couldn't do anything. Then went on to say that she would get it taken care of. *** come March and I am still receiving these emails even after calling the number in the email (which is cnac). I make my payments before the due date so I don't understand why all of a sudden I am receiving theses unwanted emails 6 months after making my payments on time.

  Business Response

  Date: 03/17/2023

  In the case of ***************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC.   ******************** is dissatisfied by the frequency at which she is contacted regarding her account.  
   
  ******************** purchased a 2014 ****** Rogue Select on September 16th, 2022 from our ******* location on WI-164 in ********, *********.  
  
  Upon receipt of this complaint, Ms. ********* contact preferences were updated to no longer contact her by email through our partner, *********. In the future if there are emails ******************** is receiving she should hit the unsubscribe button on the email itself, which will automatically remove her. The contacts through text messages had already been stopped when ****************** responded Stop to the messages.
  
  At CNAC, we strive to achieve the highest level of satisfaction with every customer.  We apologize for any inconvenience CNACs contact frequency caused ********************, and we value her as a customer.  We look forward to our continued relationship. 

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19586308
  
  I am rejecting this response because: There is no unsubscribe option in the email. I do understand that you have fixed the issue and I do accept that but if I were to receive an email again from *********, there is no unsubscribe option. So there would be no way for me in the future to stop those emails unless I contact the better business bureau. I replied stop to those emails twice and still received them. So I don't understand the response which is the reason I am rejecting it. There seems to be some miscommunication of some sort.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/22/2023

  As stated in our original response, we have updated her contact preferences to exclude emails and text messages from *********. The instruction to use the "unsubscribe" link was informational. ******************** should not receive messages from ********* on behalf of *******.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19586308
  
  I am rejecting this response because: In the future your unwanted emails should have an unsubscribe option. And after reading the response from this business, I am not seeing where they have updated their emails to present the unsubscribe option to their customers. I understand that you have so called canceled my emails from *********. But I am not sure why you want me to use an unsubscribe option in the future that was never there to begin with. So your response is invalid.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/03/2023

  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.

  I bought a vehicle from ******************* in April 2022. The auto loan was through CNAC. I am now trying to voluntarily surrender the vehicle. I contacted my account representative and explained this to her. I asked where to take the vehicle. After 5 emails she told me to call her manager. I explained that I would only communicate through emails for records of our conversations. She said it had to be verbally. I called ***** the manager as requested and he was rude, unprofessional, had ran a soft inquiry in my credit without my knowledge and brought up my kids asking what kind of example I was setting for them. I explained that I wanted to voluntarily surrender the vehicle and asked where to return it and he hung up on me. I emailed my account representative again asking where to take the vehicle and they simply refuse to answer my question.

  Business Response

  Date: 02/07/2023

  In the case of *********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC.  **************** is in default of his retail contract and wants to voluntarily surrender his vehicle. He claims he was not given the information needed to accomplish this request.
  ********************* purchased a 2013 ********** Passat on April 27, 2022 from our ******* location on ************** in ********, *********.  
  **************** defaulted on his retail contract, account records show that **************** was instructed via text on February 3, 2023, as requested to return the vehicle to the location he purchased at the address listed above. To date, he has not done so.

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 19314328
  
  I am rejecting this response because:
  
  I messaged the business for a week and a half before 2/3/23 only getting ignored regarding where to return the vehicle. It was only after I made a BBB complaint and contacted their corporate office that they provided a location to return the vehicle. The business waited until AFTER finally telling me where to return the vehicle to respond to my BBB complaint ignoring the fact they had delayed me returning the vehicle for a week and a half by not providing a location.

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

  Business Response

  Date: 02/11/2023

  **************** has the information needed. 

  Customer Answer

  Date: 02/14/2023

   
  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.
  
  Sincerely,
  
  *********************