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Business Profile

Used Car Dealers

J.D. Byrider - Rockford

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/05/2025

    Type:Billing 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.
    When inside of my bank account with out my permission and then text me after take my money with tell me he can do what he want without my permission because he the owner. 

    Business Response

    Date: 04/07/2025

    In the case of Ms. ******** ***********, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider. Ms. *********** is upset with an unauthorized payment on her account.  

    Ms. *****-**** purchased a 2014 Chevrolet Cruze on October 24, 2022 from our franchise owned Byrider dealership on ***************** in **********, *********  

    CNAC has documented policies and procedures surrounding the servicing of accounts. Upon receipt of this complaint, we promptly launched an investigation. On Saturday April 5, a payment was run on Ms. *********** account in error.  CNAC was in contact with Ms. *********** the same day and advised her that the payment would be reversed first thing Monday morning.

    At CNAC we strive for the highest level of satisfaction for every customer.  We apologize for any inconvenience this matter caused Ms. ***********, and we value her  as a customer.


  • Initial Complaint

    Date:04/29/2024

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I went to the Rockford ******** location on 4/20/2024. I had $800 bucks to put on a vehicle for financing. I test drove a couple cars and ended up picking a 2013 **** focus and the main reason was because of the very low miles on it. I drive a bit of a distance to and from work so the miles won me over. The car was nice and clean no scratches on the exterior so I accepted it The interest rates are pretty high for it I would basically be paying over ****** dollars in total for this vehicle. But I still accepted it because I was at the lowest point of paying for Ubers and rental spending hundreds of dollars a week just to get to work. I drove home and maybe a couple hours later noticed the check engine light popped on the dash board. I took a photo of it and sent it in an email to ***** who worked with me at the dealership. This is Saturday evening so now I have to wait until Monday morning to get in contact with someone. I called that Monday morning spoke with ***** he told me that I could bring the vehicle back so that they could take a look at it. *********************************************************************************************************************************************************************** another car in which now I regret! They gave me a ***** Cruze which wasnt the best and overpriced as well Scratches on the car the bumper is damaged All of the options they showed me was terrible. Now 7 days later the brakes are making loud noises and the tire light came on the same day of me driving the vehicle! I spoke with the general manager *** who was rude and told me I wouldnt get any of my money back if I return the vehicle since he has already payed taxes on it. But It hasnt been 30 days thats their policy if something is wrong with a vehicle. *** had the nerve to tell me that they didnt find any issues with **** focus as well Which is crazy to me! the car was broken down on the highway transmission overheating and a tow was needed! How!

    Business Response

    Date: 05/01/2024

    Regarding complaint number ******** for *********************** we have thoroughly investigated the matter with the cooperation of the franchise-owned Byrider.  *********************** originally purchased a 2013 **** Focus on April 20, 2024 from the Byrider location on **************************************, ********. The vehicle is covered by a 36-month, 36,000-mile service contract. 

    Although the vehicle was covered by a service agreement, the location offered to exchange the vehicle for a 2013 Chevrolet  Cruze. ************** contacted the dealership regarding a tire light and brake noise coming from the Cruze. The dealership offered to check the brake and replace or repair the low tire or release ************* from her contractual obligation. ************** has decided to return the vehicle within the week and we will release her from her contractual agreement.  We sincerely apologize for any inconvenience she has experienced due to the issues. 

    Customer Answer

    Date: 05/02/2024

     
    Complaint: 21639705

    I am rejecting this response because:

    Sincerely,

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

    I want to know what will happen in regards to the $800 that I put down on the vehicle. Will I be reimbursed once I return this ***** Cruze or is that not happening still. I need answers regarding my refund. 

    Business Response

    Date: 05/06/2024

    CNAC has agreed to release ************** from her contract; however, as we discussed with **************, the downpayment is non refundable. 

    Customer Answer

    Date: 05/08/2024

     
    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. But in all they still need to be investigated its not right and its not fair to us paying customers.

    Sincerely,

    ***********************
  • Initial Complaint

    Date:09/28/2023

    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.
    Hello, I got this car from JD byrider may 4th of 2023. Within one week the car gives out. They fix it. About 3 weeks later I noticed things going wrong with the car. I set an appointment so to timing I couldnt make it . About 3 weeks ago the car completely gives out in the middle of the road. Ive been having problems since the first week that I got the car and Ive been complaining since. I dont want to cause problems but I do want to resolve whats going on. They are toying with me. I asked a week ago whats going on the said that was waiting for warranty to investigate it will take 24 to 48 hours. Then I call again today they say the same thing. My problem is I feel like I shouldnt have to pay for a car that I cant drive plus the cost of the motor. The motor is something that just dont give out. They been knew it was things wrong with the car before it was sold to me. Either I want my money back that I invested or another car. I pay my payments on time. Im a single mother who works very hard to provide for my family. I just need some help.

    Business Response

    Date: 10/12/2023

    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.  
    ****************** purchased a 2014 Chrysler 200 on May 4, 2023 from the franchise-owned Byrider location on State Street in Rockford, ********.  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.
    ****************** first brought her vehicle in on May 22, 2023 due to a no start issue. The alternator had failed, and the power steering belt had shredded. The repairs were made at no cost to ******************. On August 28, 2023 she brought the vehicle in for a rattling noise and a check engine light. At that time an oil change was performed, and all the fluids were topped off.
    ****************** returned to our service department on September 18, 2023 for the same issue. Unfortunately the engine was found to have an internal failure. The engine is covered by her vehicle service contract and will be repaired at no cost to ******************. We are doing everything to get the vehicle repaired and safe for ****************** as quickly as possible.
    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

    Date:09/28/2023

    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.
    I purchased a ***** Malibu from this place in March. I put $2000 down and I was supposed to get a three-year warranty with this vehicle within the first week. The check engine light went on and the whole car just started shaking and turning off I brought the car in for service and they said the oil was low so they topped it off with oil since then I keep having this problem. My issue is that if the oil keeps coming out obviously theres a problem that needs fixing and they are not addressing the issue. I have had my car in there multiple times, and they are not fixing the problem , my car is now parked and I am paying for Uber and Lyft just to get to work every day. They are so rude to me every time I try to call they wont let me speak to the manager they hang up on me cuss me out and act like all of this is my fault , like as if I did something to this car. As a previously stated, this has been an issue since the very first week I bought the car. Im struggling to even make the payment now because of all the Lyft and Ubers that I have to pay for to get to work. I would like this car fixed completely or I would like to be able to just give it back even if I lose my down payment.

    Business Response

    Date: 10/12/2023

    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 2013 Chevrolet Malibu on March 17, 2023 from the franchise-owned Byrider location on State Street in Rockford, ********.  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.
    ****************** first brought the vehicle in for shaking and stalling out on April 12, 2023. The vehicle was found to be low on oil, an oil change was performed, all fluids were topped off, and at that time vehicle was running well. On June 20, 2023 ****************** ****** the vehicle in for the same issues, and also mentioned a burning smell. Once again the vehicle was found to be low on oil, however, the oil cap was missing and oil had spilled out of the engine while driving. We completed another oil change for ****************** and asked she keep us posted of any further issues. These services were completed at no cost to ****************** and we have not heard from her regarding any further issues.
    Ms. ********* vehicle is covered by a 36-month, ****** mile service contract that will cover the cost of any eligible repairs, and Byrider will stand behind the service agreement. 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

    Date:07/22/2023

    Type:Sales and Advertising 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 had purchased a ******* Elantra and it was totaled in an accident and my insurance covered 50% of the payments and the next payment was due in July 2023. They charged off my account in June 2023 before my next was due according to my records

    Business Response

    Date: 08/07/2023

    In the case of *************************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC.  ********************** is disputing the validity of her account and requesting the removal of the account from her credit report.
    ********************** purchased a 2012 ******* Elantra Touring on July 1, 2021 from the franchise-owned Byrider location on State Street in Rockford, ********.  
    On April 6, 2022, CNAC was notified that the vehicle was in an accident resulting in a total loss.  ************ check was issued from Safe Auto and applied to the account on May 13, 2022, leaving a deficiency balance of $5346.30. There was an error in calculating the next payment due date; however, the error was identified and ********************** was sent the corrected forms identifying the corrected due date as July 30th, 2022. We attempted to speak with ********************** regarding the remaining balance without success. Ultimately the account was charged off on May 17, 2023.  All the necessary forms and letters were sent to the address on file for *********************** 
    Upon receipt of this complaint, the credit bureau disputes team investigated this account and determined it to be valid and reporting accurately. 
    At CNAC we strive to achieve the highest level of satisfaction with every customer.   While we sympathize with Ms. ********** predicament, CNAC is required by the Fair Credit Reporting Act, as a data furnisher, to provide accurate credit reporting. We cannot adhere to her request to have this removed from her credit report.

  • Initial Complaint

    Date:04/12/2023

    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 bought a 2013 Kia ******* from Byrider on 2/10/23. I paid a $3,000 down payment. By the end of March the vehicle's engine blew and it's sitting at the KIA ********** waiting for an engine that is on backorder with no eta. I spoke with **** on 4/12/23 (car at ********** for 3 weeks), the general manager, and asked if they could give me loaner or pay for a rental or give me a different vehicle. He said he can't do anything. With my car payments and down payment, I am paying a huge amount of money with no car to drive. I barely had the car for 2 months! I want my some of my money back and to be released from the obligation.

    Business Response

    Date: 04/20/2023

    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 2013 Kia ******* on February 2, 2023 from the franchise-owned Byrider location on State Street in Rockford, ********.  The vehicle is covered by a 36-month, ****** mile service contract, whichever occurs first.  
    When ************** first contacted us regarding her vehicle issue, we were unaware it was already in another service location. We went over our standard policy regarding loaner vehicles, Byrider of Rockford does not provide loaner vehicles. 
    Upon receipt of this complaint we looked further into Ms. ****** account and noticed ************** was a loyal customer of ********************** and this was her second vehicle. We agreed to waive the no loaner policy. We reached out to ************** who informed us that she intended to return the vehicle as she already had purchased another vehicle elsewhere. 
    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 Answer

    Date: 04/26/2023

     
    Complaint: 19930080

    I am rejecting this response because: I called and spoke to **** (General Manager) on 4/17/23, On 4/17, I was without a vehicle for almost a month. By that time, I found out the engine was blown and the engine is on back order to an extended period of time with no e.t.a. of arrival. I explained the issue and asked **** if they could give me a loaner, or pay for the loaner I had, or give me a different vehicle. **** said he couldn't do any of those things and told me if I needed a vehicle to borrow one from someone or rent one on my own. He never checked to see if I was a good customer and told me that he would get fired if he helped me. I had to buy another vehicle since the engine is on back order for an extended, unknown amount of time. Byrider only reached out to me after they received my BBB complaint and after I had to buy a different vehicle because they refused to do anything. I then received a call from my "CNAC Representative" from Byrider, stating they would give a loaner after all. By that time, I had bought another vehicle. I only had that Byrider's vehicle for approximately 6 weeks when the engine blew and caused me all this grief. I this time I would like my down payment back and to be released from the obligation of the loan. I am filing a complaint with the ************************* and spoke with an attorney. I am demanding a refund and to be released from the obligation of the loan.

    Sincerely,

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

    Business Response

    Date: 05/02/2023

    When ************** first contacted us regarding her vehicle issue, we were unaware it was already in another service location. We went over our standard policy regarding loaner vehicles, Byrider of Rockford does not provide loaner vehicles. 
    Upon receipt of this complaint we looked further into Ms. ****** account and noticed ************** was a loyal customer of ********************** and this was her second vehicle. We agreed to waive the no loaner policy. We reached out to ************** who informed us that she intended to return the vehicle as she already had purchased another vehicle elsewhere. 

    We have a couple of options for **************
    1) We will release ************** from her contractual obligation upon return of the vehicle due to the unforeseen mechanical issues.
    2) We can provide her with a loaner vehicle if she still needs one until the repairs have been completed. All repairs will be covered under the terms of the service agreement at no cost to ***************
    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 Answer

    Date: 05/04/2023

     
    Complaint: 19930080

    I am rejecting this response because: The vehicle has not been repaired as of this date and has been in the shop since 3/24/23. I had to buy another vehicle because you would not stand behind the sale and treat a return customer decently.  I accept giving you back the vehicle in exchange for release of my loan obligation in full as you have offered, but I am also requesting return of my down payment. In addition to my down payment of $3,000.00, I have made 4 car payments totaling $1,100.00. This totals $4,100.00 is for a vehicle that lasted only 6 weeks. While I certainly understand no one could predict the vehicle would only last 6 weeks, you made it so I had to put down another down payment when I had  to buy another vehicle. I would be happy to resolve this complaint for the return of my down payment and take back the vehicle releasing me from the obligation of the loan in full. 

    Sincerely,

    *******************
  • Initial Complaint

    Date:03/31/2023

    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.
    March 14th I financed a car at jdbyrider I began having trouble the 25th the radiator hose was leaking antifreeze smoking they claim they fixed the car on the 20th went to pick up on 21st they replaced radiator hose but that was not the problem start smoking again on March 30th pulled in autozone because something had to be rigged where the overheating gauge was not working but check engine light popped on autozone printed report of car power train system anti lock brake system service interval light also said replace mass air flow sensor I called them the service guy had a bad attitude then thought i would drive it there while its smoking from hood and back. I am paying 295 every 2 wks for a car I can't even drive to work! I want my down payment back and out of contract bad business and I will let everyone know I want out of contract and down payment back

    Business Response

    Date: 04/03/2023

    In the case of *****************************, Complaint ID ********, 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 would like to be let out of her contract.


    ***************************** purchased a 2011 Chevrolet Cruze on March 14th of this year from the independently-owned Byrider location in Rockford, ********.The vehicle is covered by a 36-month, ****** mile service contract, whichever occurs first.  


    Ms. ******* vehicle was in the Byrider ****************** twice recently. On March 25, 2023 **************** brought the vehicle in for a coolant leak. The technician found that the coolant hose was split and Byrider repaired the hose. On March 31st, the vehicle was brought in for a smoking engine. The technician found that the oil cap was missing. The oil cap was replaced and the engine is being cleaned. We will continue further diagnostics to verify all repairs and determine the vehicle is safe. 


    Byrider of Rockford strives for customer satisfaction and is prepared to offer **************** the following options: 
    1. Return the vehicle and we will release **************** from her contractual obligations and refund her down payment, or, 
    2. Allow us to fully diagnose and repair her vehicle at no expense to her, and she can pick up the vehicle after diagnostics and repairs are completed. We would like to keep the vehicle overnight to do further research to make sure the vehicle is fully repaired.


    If **************** decides to return the vehicle, she may call ************** Monday through Thursday from 9:00 a.m. until 3:30 p.m. or Friday from 9:00 a.m. to 1:00 p.m. and Byrider  will refund her down payment.


    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.


    We apologize for any inconvenience the issues have caused, and we value **************** as a customer. We look forward to resolving this issue quickly. 


  • Initial Complaint

    Date:02/18/2023

    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.
    December 17, 2021, I purchased a 2014 **** Focus from JD Byrider of Rockford. I have been financing my car from them, paying $235.06 every 2 weeks since then. I have had multiple issues with it since shortly after purchasing, including currently needing to pay $2,400 for a clutch. December 15, 2022, I was denied new registration for my vehicle at a local currency exchange due to my vehicle still being registered under "Primary Owner: *****************************". The currency exchange gave me a paper with this information as well as the "Title Date pending" and advised me to try the *** for my license plate stickers. January 13, 2023, I was once again denied new stickers due to my car not being registered to my name and was given a number to the ******************************. I was told to call and ask about my paperwork that is still "ERT pending". February 6, 2023, I was finally able to get in touch with the ****************************** and was informed that all necessary paperwork that was needed in order to correct the issue was sent to my dealership (JD Byrider of Rockford) on January 10, 2023, and my dealership has failed to provide that information to them. I have been unable to drive my vehicle on expired stickers. I am seeking repercussions for a breach of contract: selling me a vehicle under the registration of a previous owner. If I had been pulled over or in an accident, I would've had to face damages due to their negligence. I work 40 hours a week and will soon be a full time student again, I am in desperate need of reliable transportation. I want this issue corrected. I want this contract transferred to a vehicle without registration issues.

    Business Response

    Date: 02/20/2023

    In the case of *********************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  ********************** is dissatisfied because she has not received the new plates with an updated sticker  for the vehicle yet.  
    ********************************* purchased a 2014 **** Focus on December 17, 2021 from a Byrider location on State Street in Rockford, ********. 
    When the vehicle was purchased from the auction, the dealership sold the vehicle with the understanding the title was going to be delivered from the seller within 45 days. Unfortunately, the original title was lost by the seller. The original seller had to file for a duplicate/lost title. When they received the duplicate/lost title from the Secretary of State the miles and vehicle owner information were incorrect. The original seller then had to send the title back to the state to get it corrected. Within that time, the State lost the title and all paperwork again. This was during the time the states staffing was limited due to the global pandemic, which caused additional delays. 
    Per the locations contact at the state, as of today, all paperwork has been received and is processing. The state required an additional fee due to the delinquency of submission. That was overnighted today. The Secretary of State will process everything when they receive the payment and will be sending ********************************* new plates with an updated sticker to her address on file. 
    At Byrider we strive for the satisfaction of every customer.  We apologize for any inconvenience the delay in the registration has caused, and we value ********************** as a customer.  As a gesture of goodwill,  Byrider of Rockford has made ************************** next contractual payment of $235.06 and look forward to our continued relationship.

    Customer Answer

    Date: 02/23/2023

     
    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 assisting me in getting them to take action.
    Sincerely,

    *********************************
  • Initial Complaint

    Date:11/09/2022

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought my car in March of ************************************************ June 2022 I had to use that warranty as another dealership which we employed using the warranty to do the work put a new Hybrid battery in. It was after this fix that it was discovered that it need a new ****************** Cable which is an obsolete part. After both the other dealership and I did our due diligence to find this part by other means, I contact Byrider to explain he situation.They were more than willing to come pick the vehicle up from that dealership and take a look themselves. It was at this time that their office manager reached out to me on 9/15/22, to state that it was the hybrid battery, my warranty didn't cover it and that they were willing to work with me to get me a new vehicle. I had to to explain that we already replaced all of that and the warranty DID cover it, and it was an obsolete part that is the issue. She apologized several times on the phone and stated she was going to make this right and asked me to come in the next day.We came in on 9/16/22 and after about an hour of them "figuring out" what to do - and overhearing their conversation stating they couldn't get me to eat the cost - she told me that it would be wiped from my credit report in a month and not to worry they'd get me into something else with comparable miles (we had 60k miles). Her computer "went down" at the part where they were going to tell me what I was approved to spend and asked me to come back the next day.I went back on 9/17/22 and was told there was nothing comparable there, so I left. I had been in email communication with ************************ from 9/17/22 until I started to include my attorney on emails - then it became radio silence on 9/23/22.At no time prior to 9/17/22 that in order to walk away "free and clear" from this obsolete vehicle I would need to purchase another from them, but are now unwilling to even find something comparable when they stated they would.

    Business Response

    Date: 11/22/2022

    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 difficulties she is experiencing with the vehicle.  


    ************* purchased a 2011 **** Fusion Hybrid on March 13, 2021, from a franchise owned Byrider on  **************************************, ********.  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. Unfortunately, **** Motor Company has discontinued the part needed to fix the vehicle and the franchise owned byrider has worked to source the part but has not been able to do so. The franchise owned Byrider has offered to replace the collateral for ************** but does not have a suitable replacement in inventory at this time but will continue to source a replacement or the part to repair the vehicle. 

    Business Response

    Date: 12/05/2022

    The franchise owned Byrider has been communicating with ************** directly. The part that ************** informed has been ordered and is expected in the next few days.  Once the part is received,  we will verify that it is the correct part and will work to repair the vehicle. The dealership is committed to updating ************** throughout this process.


  • Initial Complaint

    Date:06/01/2022

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a car 7 months ago from *** byrider, i was given a 21 percent interest rate, and my car was worth only **** dollars. I ended up needing to pay ***** dollars for my car. About every other month i had to drop **** on the car to fix something that was wrong with it and they refused to cover any of it under the warranty. I also was paying 500 dollars a month for the car. it was a 2012 jeep patriot. I told them i wouldnt be paying anything else because my car barely ran and i had just got it. they towed it away the next week and refused to report my missed payments and the repo. leaving me in ***** in debt as well as unable to get approved elsewhere for another car.

    Business Response

    Date: 06/03/2022

    In the case of ***************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  

    ******************** purchased a 2012 Jeep Patriot on November 23, 2021 from the franchise-owned Byrider on State Street in Rockford, ********.  The vehicle is covered by a 36-month, ****** mile service contract.  

    ******************** brought her vehicle in for service in December 2021, and the muffler and the O2 sensors were replaced at no cost to her.  

    ******************** recently brought her vehicle into service in April 2022.  The inspection on the vehicle showed that there was body damage to the front and rear of the vehicle, and the undercarriage of the vehicle was caked with mud.  The damage strongly suggested that the vehicle was driven in off road conditions.  The vehicle service contract does not cover damage sustained to the vehicle due to customer negligence.  Photographs were taken and retained of this damage.  

    In April 2022, ******************** defaulted on her retail installment contract.  After exhaustive efforts were made to make payment arrangements with ********************, the franchise-owned CNAC made the difficult decision to repossess the vehicle.  The vehicle was repossessed on May 31, 2022.  

    The franchise-owned CNAC would be happy to help ******************** set up payment arrangements to work towards reclaiming her vehicle.  The franchise-owned CNAC would also be willing to contact her insurance company on her behalf to assess the damage to the vehicle and help her through the insurance claim process.  ******************** is encouraged to contact the Rockford CNAC at ************** for assistance.  

    Customer Answer

    Date: 06/07/2022

     
    Complaint: 17300226

    I am rejecting this response because:

    Sincerely,

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

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