ComplaintsforByrider of Wood River

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Van purchased 5/1/2023 Caliper went out within 3 weeks Spare tire was dry rot Been in the shop 3 three additional times. Twice now I have been told warranty doesnt cover the work. The last time I had the van looked at by someone else and they quoted a completely different problem. I have asked for a replacement or refund numerous times and have been told no

  

  Business response

  05/14/2024

  Regarding complaint number ******** for ******* ******, we have thoroughly investigated the matter with the cooperation of the franchise-owned Byrider. **************** is upset by the mechanical service.

  
  

  ******* ****** purchased a 2013 Dodge Caravan from the Byrider location on ***************** in Wood River, ********. The vehicle is covered by a 24 month, 24,000-mile service contract. 

   

  While it is understandable that dealing with service issues can be frustrating, a pre-owned vehicle, similar to any mechanical device, requires proper maintenance and occasional repairs to ensure performance and longevity. **************** has been in service 3 times since purchase. Unfortunately, certain out-of-pocket costs incurred by ****** were not eligible for coverage under the vehicle service contract. Nonetheless, Byrider has demonstrated a commitment to resolving ******************** mechanical vehicle issues and honoring the agreement. All qualifying repairs were covered by the contract, and as a gesture of goodwill, Byrider offered a no interest mechanical loan to pay over time for the cost of additional repairs that fell outside the scope of coverage.   

  
  

  Upon receipt of Ms. ******* complaint, we have reached out to her several times in an effort to resolve her concerns. She has not responded to our attempts for contact. 

  
  

  We cannot adhere to her request to return the vehicle, if she is experiencing mechanical issues we encourage her to bring the vehicle in for an evaluation. She can reach out to ********************* at  ************. We sincerely apologize for any inconvenience she has experienced due to the issues. We highly value **************** as a  customer. We look forward to our continued relationship. 

  

  Business response

  05/14/2024

  Regarding complaint number ******** for ******* ******, we have thoroughly investigated the matter with the cooperation of the franchise-owned Byrider. **************** is upset by the mechanical service.

  
  

  ******* ****** purchased a 2013 Dodge Caravan from the Byrider location on ***************** in Wood River, ********. The vehicle is covered by a 24 month, 24,000-mile service contract. 

   

  While it is understandable that dealing with service issues can be frustrating, a pre-owned vehicle, similar to any mechanical device, requires proper maintenance and occasional repairs to ensure performance and longevity. **************** has been in service 3 times since purchase. Unfortunately, certain out-of-pocket costs incurred by ****** were not eligible for coverage under the vehicle service contract. Nonetheless, Byrider has demonstrated a commitment to resolving ******************** mechanical vehicle issues and honoring the agreement. All qualifying repairs were covered by the contract, and as a gesture of goodwill, Byrider offered a no interest mechanical loan to pay over time for the cost of additional repairs that fell outside the scope of coverage.   

  
  

  Upon receipt of Ms. ******* complaint, we have reached out to her several times in an effort to resolve her concerns. She has not responded to our attempts for contact. 

  
  

  We cannot adhere to her request to return the vehicle, if she is experiencing mechanical issues we encourage her to bring the vehicle in for an evaluation. She can reach out to ********************* at  ************. We sincerely apologize for any inconvenience she has experienced due to the issues. We highly value **************** as a  customer. We look forward to our continued relationship. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the car May 19, 2023 2013 Buick Murano. They sold me a defective car. The car is does not work. I am stuck with a car note and the car is messed. It now needs a motor despite them saying it passed inspection. I have paid 2400 until now.

  

  Business response

  04/12/2024

  In regards to the complaint by ************************************* purchased a 2013 Buick Verano on 5/13/24 from Wood River Autos, a Division of Byrider. We are sorry to hear that she is having mechanical issues. 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. As part of her financed purchase with ****************************** she purchased a 24 month/24,000 mile service agreement with ***** USA. We recommend she reach out to her warranty servicer to discuss where to take the vehicle for repairs. Thanks. 

  Customer response

  04/22/2024

  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

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Financed a car from this establishment in late 2023 with the assistance of someone named ****. My agreed payments were supposed to be semi monthly but unbeknownst to me they were bi-weekly. Earlier this year Ive received multiple calls at unconventional times from someone named ****** a CNAC Representative taking over for **** claiming all of my payments were late except for two since Ive had my vehicle. This was completely false considering i have a receipt for every transaction, also my car would have not been in my possession (as stated in the contract if I miss a payment) I told him my payments were supposed to be semi monthly and thats what Ive been paying on time. Very confused, ****** requested that I bring in my checks stubs as proof of income then he would switch my payments to semi monthly which they shouldve been already. He DID NOT specify that my payments would go up, that wouldve been necessary to say over the phone. Mid January of 2024 I go to pay my bill and I also have my check stubs to prove what my payment dates should be. As i enter the building, I find ***** who looked confused until I explained that ****** wanted to see my paystubs and change my payment dates, took my paystubs and scanned them. Apparently I was supposed to sign a paper for this new updated payment but was never given one UNTIL February 15th of 2024. On February 15th 2024 I went in to make a payment and seen that my payments went from $219 to $237. i asked *** (the woman in charge of taking payments) why did it go up and she had no idea. So she tries to call ****** with no answer. Then, someone named **** answers and says due to me changing my payment dates from bi-weekly to semimonthly (which were never supposed to be biweekly in the first place) my last two payments are more, even though it was never explained or brought to my attention until FEBRUARY 15th that my payments were increased. The lack of communication and handling of funds is a big issue.

  

  Business response

  03/04/2024

  Please see attachment for business response.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2016 Dodge Grand Caravan that they know the transmission was bad. My headlights were crossed and they fixed it. They didn't bother to check the transmission. I took it a second time and they changed the transmission filter and put in transmission oil. I took it to Federico Dodge and they said they would not cover it. They said they told me the transmission was going out and they did not tell me this. Now I am without a vehicle and never got the car fixed. They were just trying to shut me up. I have no problem with sales or the financing department, the service department is bad. They have offered to get it from Dodge and put it in. I should not have to pay the $25 for it.

  

  Business response

  06/26/2023

  In the case of ******** *****, Complaint Number:********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Ms. ***** is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  
  Ms. ***** purchased a 2016 Dodge Grand Caravan on March 11, 2023 from the franchise-owned Byrider location on Vaughn Road in Wood River, Illinois.  The vehicle is covered by a 24-month, 24,000 mile service contract, whichever occurs first.  
  While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.
  Upon receipt of this complaint we reached out to Ms. *****. The issue has been resolved and as a gesture of goodwill we waived the $25 deductible.
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value Ms. ***** as a customer.  We look forward to our continued relationship.
  
  

• Initial Complaint

  11/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2014 Nissan Versa From Byrider. The sales department had very good customer service. Within 2 weeks if having the vehicle the Check Engine light came on and the car was having acceleration issues. I called the dealership 5 times before reaching ***** in service. I took the vehicle back to the dealership. I was met with very unsatisfactory customer service. ***** was very rude and unprofessional. He did not share any remorse, empathy or kindness towards this situation. 3 weeks went by before the vehicle was fixed. I have since had the vehicle back for 4 days and the same issue is occurring. I was not offered a refund of my payment. I asked about another vehicle and the offer was declined. This situation is very difficult and there is no one offering any assistaqnce or options. I would like a refund of my hard earned money.

  

  Business response

  11/22/2022

  In the case of ******** *******, Complaint Number:********, we have investigated this matter with the full cooperation of the franchise owned Byrider.  
  Ms. ******* purchased a 2014 Nissan Versa on September 29, 2022 from the franchise-owned Byrider location in Wood River, IL.  The vehicle is covered by a 24-month, 24,000 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. The franchise owned Byrider has worked in good faith to repair the vehicle. However, on November 21, 2022, Byrider/CNAC agreed to take the vehicle back and refund Ms. ******* her full down payment of $725. 
  
  
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and wish Ms. ******* the best in her future endeavors. 
  
  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2011 Ford Fusion back in April of 2021. I have been dealing with issues with the vehicle ever since I purchased it. I have had to take it back up there to have them look at it which they did fix one issue. But I know there is still issues with the rotors, axel, and brakes. The same noises that I initially had to call them about were still there after I picked up my vehicle when they looked at. They have not worked with me on alternatives or got the issues fixed with the vehicle. I was missing work and losing money because I had no car for my job. I ended up having to purchase a different vehicle because I couldn't afford to not have one for work and other things. I just want them to take the vehicle back. I have been trying to talk to them about having it picked up and taken back to them.

  Customer response

  03/11/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I’m not paying that kind of money for that car because they not going to fix anything on it I’m okay I’m not fina go thru this I’ll be ****** out more money to get it fixed after paying that amount of money and they also called me and said I’m still currently a month ahead on that car so ion no what to do I can’t do anything with that and it’s not may yet this I march so how was it in the tow may,9,2022 its not even may yet so I’m not understanding
  
  
  Sincerely,
  
  **** *****

  

  Business response

  03/11/2022

  In the case of **** *****, Complaint Number:********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Ms. ***** is aggrieved by the mechanical difficulties she has experienced with the vehicle. 
  

  Ms. ***** purchased a 2011 Ford Fusion on April 2, 2021 from the franchise-owned Byrider location on Vaughn Road in Wood River, Illinois.  The vehicle is covered by a 24-month, 24,000 mile service contract, whichever occurs first.  
  

  Ms. *****’s vehicle has only been in service one time since taking ownership.  While it is unfortunate that she experienced mechanical difficulties soon after purchase, Byrider worked diligently to quickly resolve the issues.  The vehicle was in the service center between April 29, 2021- May 7, 2021.  The vehicle was repaired at Byrider’s expense and returned to Ms. *****.  
  

  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.
  

  Ms. *****’s vehicle was recently impounded.  On May 9, 2022, Byrider retrieved the vehicle from impound, paying all impound fees.  When we spoke to Ms. ***** about the incident, she claimed that she was going to leave the vehicle in impound because she was unable to make her payments or pay to retrieve the vehicle from impound. At this point, Ms. *****’s vehicle is considered a repossession.  In order to redeem her vehicle, Ms. ***** must pay all impound and towing fees, totaling $1295.  
  

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues have caused, and we value Ms. ***** as a customer. 
  

  
  

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