Complaints

This profile includes complaints for CNAC, CarNow Acceptance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CNAC, CarNow Acceptance Company

  12802 Hamilton Crossing Boulevard Carmel, IN 46032

• 

  CNAC, CarNow Acceptance Company

  9797 Colerain Avenue Cincinnati, OH 45251

• 

  CNAC, CarNow Acceptance Company

  15200 Lorain Ave Cleveland, OH 44111

• 

  CNAC, CarNow Acceptance Company

  5250 Brookpark Rd Parma, OH 44134

• 

  CNAC, CarNow Acceptance Company

  90 Broadway Ave Bedford, OH 44146

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:03/22/2025

  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.

  Purchase Date of vehicle : 2/23/2024 Selling Miles on vehicle : ******* Warranty is for 30 months or ****** miles, whichever comes first and you have a $75.00 deductible fee for anything that is under the warranty. The vehicles transmission failed on or around 4-17-2024, attached are the times that my vehicle has been serviced since financing the vehicle on 2/23/24. *************** history on transmission:Begin Date : 4-19-2024 to End Date : 5-10-2024, Repair work : Transmission Replaced Begin Date : 6/20/2024 to End Date: 6/27/2024, Repair work :Transmission ***************** Sensor Begin Date : 3/11/2025 to End Date: Vehicle currently at Franchise Byrider in ******, ** , The transmission has failed for the 3rd time in a year. They are still requesting me to make the bi weekly car payment in the amount of ******. I have no transportation and I spend over $500 as of todays date. I am a mother of 2 and pay rental payments of 1276 a month. I need assistance.

  Business Response

  Date: 03/27/2025

  In the case of Ms. ********** ****, complaint number ********, we have investigated this matter with the full cooperation of the company-owned Byrider. Ms. **** is upset with repeated transmission issues.

  Ms. **** purchased a 2013 ****** Pathfinder on February 23, 2024 from our Byrider location on *************************** in ******, **. She also purchased the optional 30 month/30,000 mile vehicle service contract, whichever comes first.

  Ms. **** had her vehicle's transmission replaced twice at our service department, first on April 19, 2024, and again on June 20, 2024, when an oxygen sensor was also replaced. The vehicle was brought back to our service department on March 11, 2025, due to continued transmission problems. The warranty claim we originally filed with *** declined. As a result, we are now working with Advance to obtain a replacement. The order for the replacement was confirmed on March 24, 2025.

  We sincerely apologize for the delay in completing the repairs and actively monitoring the situation. As a gesture of goodwill, Byrider is offering Ms. **** $50 reimbursement for up to 21 days of rental car expenses. This offer exceeds the maximum reimbursement of $25.95 per day for up to 5 days stipulated in her vehicle service contract. Ms. **** will need to submit her receipts for reimbursement.

  Ms. **** signed a Retail Installment Contract securing her purchase. Therefore, we cannot release her from her financial obligations. Byrider stands behind the vehicle service contract and will continue to honor eligible repairs. Byrider strives to achieve the satisfaction of every customer. We value Ms. **** as a customer and look forward to our continued relationship.
  

  
  

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

   

  I am soon facing eviction because I am paying for Lyfts and Ubers to work plus having to keep up with the payments on the vehicle. I dont have to put a down payment of $300 dollars to as a security deposit plus roughly $500 for a week with a rental car. So that does not help me to be reimbursed for a rental car. The issue with my vehicle is not going to be resolved and I will then be out of the vehicle in a few months once the transmission is complete. On top of that I was quoted for a repair of 800-1000 dollars to replace all the catalytic converters in the car, muffler, passenger window motor brakes, rotors and calipers for the vehicle. My car cannot run without the catalytic converters so now Ill be out 800-1000 dollars once the transmission has been replaced. I have no faith in Byrider to correct the issues. That $50 dollars a day for rental reimbursement does not assist with my financial burdens and does not remedy the situation at all. That would still require me to pay upfront for the vehicle, plus my payments on the car while they have it, which seems is going to be for atleast another 3 weeks when they have already had two full weeks. That is still putting me in a bind and possibly putting me in a position to lose my home because I cannot keep with with paying for transportation to and from work, paying for the car loan and my bills at home. I feel taken advantage of and this is another prime example of that. I decline the offer and request a re evaluation before seeking legal counsel. 
  
  Regards,
  
  ********** ****

  
  

  Business Response

  Date: 03/31/2025

  Byrider is willing to offer assistance with Lyft and **** reimbursements of $40 per day starting from March 14, upon submission of receipts. Our records show that Ms. ****** vehicle needs a new transmission, battery, and negative cable, but there is no indication of a catalytic converter replacement. 

  Additionally, Ms. **** was offered a mechanical extension to help keep her account current while her vehicle is being repaired. While this extension will not bring her account current, it will help her maintain it. Ms. ***** account currently shows that she is only one payment behind, despite not having made a payment since February 21, 2025. This is because her due date has been extended. Depending on the repair status at that time, a second mechanical extension could be considered on her next due date.

  Byrider has made good faith efforts to assist Ms. **** and apologizes for any inconvenience; however, as Ms. **** signed a Retail Installment contract securing her purchase, we cannot release her from her financial obligations.
  
  
  

  
  

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I will accept reimbursement for the Lyft and **** rides, but I am still requesting to be let out of my contract. There is clearly a fundamental flaw with the transmission that is not being addressed and Im expected to allow the same individuals to work on the same issue for the 3rd time? Clearly the job is not being done, or they are putting a Bandaid on the issue and wiping codes so the same issue persists. I have no faith my vehicles transmission has been remanufactured the 2 times before. I was not given the courtesy of a mechanical extension or reimbursement the first two times I had the issue and was told I should ask family for money to make my payments when I asked for an extension the first time. You are stating the catalytic converters do not need replaced but how would they know that they do or do not when they are doing diagnostic test on my transmission? I already have my catalytic converters on back order and it shows the codes on a diagnostic test if performed correctly. The amount of money I have spent on Lyfts, ****s and rentals has surpassed the amount of the vehicle the three times Byrider had my car. I believe I was preyed on because my credit was not the best at the time and i was well into my second trimester of pregnancy. This issue has taken a toll on me mentally and financially. This vehicle has been nothing but a burden since leaving the lot. I feel since I am an African American woman they want to do everything to keep me in my contract rather than addressing the real issue with the transmission or remedying the situation with more than reimbursement. I have contacted the attorney general and I am in numerous ******** groups that expose Byrider through America who have similar issues with their transmissions,catalytic converters mufflers and more. This goes to further show CNAC and Byrider prey on individuals with low credit scores or **********, then lock them into car loans upwards of ****** dollars on vehicles that are worth less than $2000 dollars in hopes the faulty vehicle causes them to default due to non payment or repossession. I went into this contract thinking I had a reliable vehicle, I test drove the car for 30 minutes and had a diagnostic test done and no codes generated during that time. Two days later the check engine light came on and a few days after that the vehicle began having major issues. I believe they are wiping codes long enough to get the car off the lot before those codes begin regenerating. We have yet to address the issue of the transmission not being replaced or not being properly serviced and we keep speaking on the contract I signed, well I have attached a few articles about implied warranties, failure of the service department and failure of the sales department to sell me a car free of major defaults. Again, I am asking to be released from my contract. I would like to spread the word about how Ive been mishandled during this process and I will continue to seek justice on my behalf. There have been times I had to choose between missing a car payment or miss putting a meal on the table or choosing between transportation to work or paying CNAC so they dont take the car and negatively affect my credit score. I cannot continue to put myself through this much stress over a car that is not worth more than $1500 dollars. I need help spreading the word and getting out of my contract. The three times my transmission have failed has been with my child or children in the car, away from home on busy streets or a highway. I am afraid to even drive the car because I assume its going malfunction while having my children in the car again. This vehicle is not safe and I refuse to drive it again. My childrens safety comes first, and a transmission failing while driving is dangerous and unacceptable, especially 3 times. The truck is not reliable or dependable, I do not believe the service department is competent enough to do their job correctly, and I have yet to get a call from the service department detailing what is happening with my car. I have had to call and get little to no information, but miraculously CNAC has all the answers, I do not believe my vehicle is being serviced, or the transmission is not being replaced or they are being negligent and not doing their jobs. I would like to be released from my contract. 
  
  Having your transmission fail three times in one year, even after servicing, suggests a recurring issue that needs investigation. It could be due to  incomplete repairs, contamination, overheating, or a fundamental design flaw , requiring a thorough inspection by a mechanic to pinpoint the root cause and ensure proper repairs. 
  
  Implied Warranty of Merchantability:
  This warranty guarantees that the vehicle is fit for its ordinary purpose and of fair average quality, meaning it should be reasonably suitable for use as a vehicle. 
  
  
  As far as the transmission failing 3 times in one year
  
  
  Warranty and Breach of Contract:
  When you purchase a car, there's an implied or explicit warranty that the vehicle will be free from defects and will function as expected. If the transmission repeatedly fails despite repairs, it could be argued that the dealership breached the warranty, which is a type of contract. 
  
  
  
  Performance of Duties:
  The dealership had a duty to deliver a vehicle that functioned as expected, free from defects, or to honor any warranties. 
  
  
  Failure to Perform:
  The dealership failed to perform its duties by providing a vehicle with a faulty transmission that repeatedly failed despite repairs.
  
  Regards,
  
  ********** ****

  
  

  Business Response

  Date: 04/01/2025

  We regret Ms. ***** unsatisfactory experience with Byrider, and we empathize with her frustrations. However, we stand by our previous response. Byrider has made good faith efforts to assist Ms. **** and cannot release her from her financial obligations.
  

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
    Again, there has been no response on what is going to be different with the third attempt of fixing my transmission. I have yet to get a call from the service department detailing what is happening or what they plan to do different this time around. I do not understand nor do I accept being forced to stay in a contract with a vehicle that is not functioning properly. They have not even offered trading in the car for something different, at this time I will be seeking legal counsel or allowing myself to default for non payment since I cannot keep up with the payments and transportation to and from work to provide for my family. This is not a good faith effort on ***** behalf. I will be contacting the ****** manufacturer to discuss my dissatisfaction and voicing my concerns to any news outlet, ******** group, ******* account and whomever else since we cannot come to an agreed upon decision. Im waiting on a response from the ************************* 
  Regards,
  
  ********** ****
  

• Initial Complaint

  Date:03/01/2025

  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.

  Anytime they try to contact us, they are rude. They tend to over talk while also talking down to you. We were late on our last payment but they would call every 2-4 hours everyday while using a different number each time. We don't want any contact via phone, if **** needs to get a hold of us, they need to do it via email. The phone calls need to stop or we will change our numbers, email is a valid way of contact. We don't appreciate being harassed by staff on the phone or them contacting us with a different number each time they call to get a hold of us. Their behavior is unprofessional and unethical, it has to stop.

  Business Response

  Date: 03/05/2025

  In the case of Mr. ***** ******* Complaint Number: ********* we have investigated this matter with the full cooperation of the company-owned CNAC.  Mr. ****** is dissatisfied by the frequency at which he is contacted regarding his account.  
   
  Mr. ***** and Mr. ******* 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.  
  
  Mr. Parishs account was past due, and CNAC was trying to make contact with him to follow up on the account.  The account is now current.
  
  CNAC has written policies and procedures in place that govern the collection process and ensure adherence to all federal, state, and local regulations.  
  
  Mr. ******** contact preferences were changed to email-only communication after we received this complaint.
  
  At CNAC, we strive to achieve the highest level of satisfaction with every customer.  We apologize for any inconvenience CNACs contact frequency caused Mr. ******* and we value him as a customer.  We look forward to our continued relationship.    

• Initial Complaint

  Date:01/31/2025

  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.

  Better Business Bureau (BBB) Complaint Complainant:******* ****** *************************************** Company Name:CNAC P.O. ************************** Complaint Summary:**** is fraudulently reporting a charged-off debt on my credit report despite admitting the account was sold to **************** They no longer own this debt but continue to misreport it, violating FCRA 1681s-2(a).I have repeatedly requested documentation proving their right to report this debt, including a chain of title, purchase agreements, and transfer records, but **** has refused to provide any proof. Additionally, they have deliberately refused to accept certified mail, preventing me from disputing their false reporting.Furthermore, **** has failed to issue an IRS 1099-C form, which is required when a debt is canceled or transferred. Their failure to comply raises serious concerns about their business ethics and legal compliance.Resolution Requested:1.Immediate removal of this account from my credit report as **** no longer owns the debt.2.Full documentation proving CNACs legal right to report this *********** formal acknowledgment of their refusal to accept consumer disputes and corrective action to process certified mail.4.Issuance of the legally required IRS 1099-C form.If CNAC does not comply within 15 days, I will escalate this complaint to the ************************************ (****) and ************************ (***).Sincerely,******* ******

  Business Response

  Date: 02/04/2025

  In the case of Ms. ******* ******, complaint number ********, we have investigated this matter with the full cooperation of the franchise-owned ****. Ms. ******* is disputing the accuracy of the reporting of her **** account to the credit bureaus.  
  

  Ms. ****** purchased a 2008 Chevrolet Impala on August 15, 2018 from our Byrider location on 27th St. in *********, *** 
  

  Ms. ****** defaulted on her retail installment contract, and subsequently her vehicle was repossessed on March 11, 2020. The vehicle was sold at auction, and the proceeds were applied to the account, leaving a deficiency balance owed on the account of $9,525.11. All required forms and letters were sent to Ms. ******** address on file. The account was charged off on May 29, 2020 and sold to *************** on June 16, 2022. Since Ms. ****** is still responsible for the balance of the account, a ***** would not be applicable. A ***** would only apply if there was a cancellation of debt. Ms. ****** should contact *************** ************ CAR Contract Servicing ************ for any further questions.
  

  As a data furnisher, CNAC is required by the Fair Credit Reporting Act to provide accurate credit reporting; therefore, Ms. ****** account will continue to report to the credit bureau as a zero balance account sold to another lender.  We have already provided Ms. ****** a copy of her Retail Installment Contract and payment ledger on one of her previous complaints with the CFPB. 
  

  In regards to the certified letter, CNAC closed that P.O. Box over a year ago. All mail should have been forwarded as we have registered the location site address with the state. We apologize for the confusion.  ************* would like to correspond with the location, the correct address is *************************************************
  

  
  

• Initial Complaint

  Date:01/14/2025

  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 was sold a car there was a lemon I had the car for like 2 months the car broke down I told them to come and get the car what's parked in my neighbor's driveway so I told them to come and get it they never picked it up so my neighbor called a tow truck to have it removed and so they charge the finance company the amount the amount that was old and a finance company never paid them and they threw a lien on the car and he never paid it so the finance company gave them a title to the car and now they put a $13,000 that on my credit report I'm just trying to get my money back in the debt removed from my credit report

  Business Response

  Date: 01/16/2025

  In the case of Mr. ******* ******, complaint number ********, we have investigated this matter with the full cooperation of the company-owned Byrider.

  Mr. ****** purchased a 2010 Dodge Journey on December 13, 2019 from our company owned dealership on **************** in ************, IN.

  Upon receiving the complaint, **** conducted a thorough investigation of the tradeline and concluded that it was being reported accurately. As a data furnisher, CNAC is required by the Fair Credit Reporting Act to provide accurate credit reporting. 

  Mr. ****** defaulted on his retail installment contract resulting in his **** account being charged off on November 30, 2020. The collateral was not recovered and Mr. ****** is still responsible for the deficiency balance owed on the account of $11,275.05. The servicing of the account is being handled by Credit Max. Mr. ****** should contact Credit Max at ************** for questions or concerns regarding his account.

• Initial Complaint

  Date:12/28/2024

  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.

  Purchased a vehicle on 6/29/2022 to which the check engine light came on within a week of purchasing. I paid $3,295.00 for the extended warranty on a 2011 *** ******** This vehicle has been back to byrider's service department numerous times for the check engine light, oil leaks, coolant leaks, suspension ect. Byrider service department has even sent my car to a *** dealership for the engine light and oil leak to which they could not figure out the issues. Back to byrider service again ( for 1 week- over a month at a time) the issues have never been resolved. I am not able to pass e check for my car to be drivable. I have paid over $20,000 on a 2011 *** sorento that is ***** blue booked at less than $5,000. They aren't being helpful and stating I'm liable for the almost $13,000.00 they state is still owed. I have recording of the service department stating to turn the vehicle in with the keys because they can not figure out how to fix the vehicle. I had to purchase a new vehicle due to not being able to drive this one. I have all calls recorded and recordings of in person conversations.

  Customer Answer

  Date: 12/30/2024

  Yes

  Business Response

  Date: 01/02/2025

  In the case of Ms. ***** ******, complaint number: ********, we have investigated the matter with the full cooperation of the company-owned Byrider.  Ms. ****** filed a complaint regarding mechanical issues she has experienced since purchase.
  

  Ms. ****** purchased a 2011 Kia ******* on June 29, 2022 from the company-owned Byrider on ******************* in ******, *****  She also purchased an optional service agreement for 36 months or ****** miles, 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.
  

  At all times, Byrider has honored the service contract and made good faith efforts to resolve Ms. ****** mechanical issues.  The costs of all repairs eligible for coverage have been covered by the vehicle service contract, and in a gesture of goodwill, the cost of repairs not eligible for coverage were covered by Byrider.  Ms. ****** has not incurred any out of pocket expenses towards repairs.  
  

  Service records indicate Ms. ******* vehicle was in service a total of 11 times since purchase.  Ms. *******' warranty covered $3218.70 (control arm, tire pressure monitoring system, ball joints, thermostats, oil pan and gaskets, struts, cv axles, sensors, and labor charges).  Byrider policy has covered $292.35 (towing, battery and 3rd party diagnosis fee).  Ms. ****** has had no out of pocket expenses. Per Ms. ******* last service appointment was in August 2024, she has put  ****** miles on the vehicle 
  

  Upon receipt of this complaint, Best Extended and CNAC reached out to Ms. ****** to discuss her mechanical issues and try to get her scheduled for a service appointment.  Ms. ****** declined to make a service appointment.  ************* would like to have her vehicle serviced, she can reach out to Best Extended at **************.
  

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues have caused Ms. ******* however, we cannot release her from her contractual obligations.
  

  
  

  Customer Answer

  Date: 01/03/2025

  Yes, I still have the extended warranty that I purchased with the vehicle. They are unable to get the check engine light off and even sent it back to the dealer ***** whom also a** unable to get the check engine light off. This vehicle is not drivable.  This vehicle is worth less than ***** on ***** blue book.  I have paid over ****** towards this vehicle. I just want them to take it back and dismiss the remaining balance. 

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Yes, I still have the extended warranty that I purchased with the vehicle. They are unable to get the check engine light off and even sent it back to the dealer ***** whom also a** unable to get the check engine light off. This vehicle is not drivable.  This vehicle is worth less than ***** on ***** blue book.  I have paid over ****** towards this vehicle. I just want them to take it back and dismiss the remaining balance. 
  
  Regards,
  
  ***** ******

  
  

• Initial Complaint

  Date:12/20/2024

  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.

  I bought a car from them back in 2017 and the car was paid off and there was an amount on an insurance claim due to me however, I've been trying to get the company to fill out the appropriate paperwork and email it either back to the state of Ohio or back to me so I can collect the funds on the insurance settlement. The people are very rude. Nobody wants to help me except for one lady she did help me get to the bottom of it but now I'm getting the runaround they keep telling me they're calling me. They're not calling me and it's not hard. I just need these papers filled out appropriately And in a timely manner.

  Business Response

  Date: 12/23/2024

  In the case of Ms. ******* *******, complaint number ********, we have investigated this matter with the full cooperation of the company-owned ****. Ms. ******* is upset with the handling of her account after an accident.

  Ms. ******* originally purchased a 2010 Chevrolet Equinox on December 2, 2017 from the company-owned Byrider location on ******************* in ******, ****. This vehicle was totaled in an accident and Ms. ******* purchased a new vehicle August 1, 2018. **** received the total loss payout of check of $5,785 and applied it to ******************** account on October 25, 2018.

  On June 20, 2019, CNAC was notified that this second vehicle was totaled in an accident. The account was charged off on October 31, 2019. An insurance claim was processed and an insurance check issued from The General was applied to the account on December 12, 2019, leaving a deficiency balance owed of $6,100.80. 
  **** has established policies and procedures for servicing accounts. Upon receipt of this complaint, **** launched an investigation and found that insurance proceeds were applied properly to Ms. ******* accounts.

  At CNAC we strive to achieve the highest level of satisfaction with every customer. While we understand Ms. ******** situation, **** has no record of owing insurance proceeds.

  Customer Answer

  Date: 12/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  Date:12/19/2024

  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.

  My last payment for the company I overpaid *****. This was October 8 2024 I was told that it could take up to 4-6 weeks for the refund I have made numerous phones calls and I still haven't gotten a true response it is December 19 2024 all I get is telling me what they are not going to do this is my last attempt before I file a lawsuit

  Business Response

  Date: 12/20/2024

  In the case of ******************** complaint number ********, we have investigated this matter with the full cooperation of the company-owned ****. Mr. ******* is upset at the processing of a refund to his account.  
  Mr. ******* purchased a 2009 Chrysler 300 December 19, 2019 from the company-owned Byrider location on *************** in **********, **
  Mr. ********* final payment on his account was made on October 10, 2024, with a $69.20 overage. He requested a refund to his debit card (ending in 3998) on October 18, which CNAC processed on October 21. Mr. ******* should see a $69.20 credit on this card, as our records show the refund was processed and completed.
  
  At CNAC we strive for the highest level of satisfaction for every customer. We apologize for any inconvenience this matter caused.
  
  
  

  
  

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22708345
  
  I am rejecting this response because:
  I never received any refund in any form, no check like I was told or it being returned to my account that would never happen. I was told on more than one occasion that it would come in a check and it would take 4-6 weeks now it's December 20 and still on refund 
  Sincerely,
  
  Emirous Kernall

  Business Response

  Date: 12/26/2024

  We have already processed Mr. ********* $69.20 refund directly to his card ending in 3998. This was explained to him on December 6th and in our previous response.
  We apologize for any confusion regarding a check. We attempted to reach Mr. ******* upon receipt of this complaint, but were unsuccessful. We advise Mr. ******* to check his bank statement to confirm the refund.
  
  

  Business Response

  Date: 01/09/2025

  We have responded to this same complaint several times. The $69.20 had already been refunded directly to Mr. ******** card ending in 3998. This was explained to him during a phone call on December 6th and in our two previous responses.
  Mr. ******* was advised to check his bank statement to confirm the refund, as we were unsuccessful in contacting him to provide further explanation. If he has any questions or requires additional assistance, he should contact his account manager at **************.
  
  

• Initial Complaint

  Date:10/31/2024

  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.

  Good Afternoon, my name is ******* ****** and I'm writing because I'm having serious problems with JD Byrider and their extended warranty department and their finance company CNAC! I just got my car out of the shop on Monday from getting work done on it, through ********************************** Best Extended paid for the repairs! But I had to have it towed back to the shop called Hombaker in Streator IL because mysteriously my alternator was messed up & it wasn't before I took my car to the shop! So now my car is fixed and now **** wants me to pay $40.00 to get my car, which the shop is charging $268.15. The $40 is because I'm late on a ************* late because i had to pay a mechanic $700 to fix my whole front end! This not having a car is messing me up because I'm not able to get to work and I have other bills besides this car! I don't think it's right that I've been going through all this trouble and ditching out all this money for this car, which was messed from the start when I brought it! I had to put in the shop the 3rd week I got it! I can't pay bills if I keep missing work because the manager from **** ****** keeps threatening me to repossess my car or pay money for back payment and I'm not able to get to work! This was a lemon from the get go I'm finding out! I'm getting things fixed on it that Byrider claimed they fixed! ****** is through **** and is giving me a hard time about getting my car! Please help me or give me directions on what to do! Best Extended number is ************ and ****** is whose been helping *********** is from CNAC and that number is ************! Thank you.

  Customer Answer

  Date: 11/04/2024

  Paperwork from shops I took my car too after By rider claimed they fixed it!! I had to pay for the same thing they claimed they fixed! And my car still isn't working all the way right l even after shops fixed it, because it's too messed up! I have my grandkids in my car sometimes and I don't want anything happening while I have my grandkids in the car! One shop that I just got my car fixed at said my car is a safety hazard and that things still need to be done too either that's lift threatening! I still have $2000 worth of work that needs done the mechanic said and By rider nor **** wants to pay for it! I owe a mechanic still some money for fixing what they should've! And **** threatens me because I'm behind on payments! I'm behind because I have to pay for the mechanic to fix it because I have to get to work to pay bills that I have to keep a roof over my head that I'm behind on trying to fix this car! I'm very disappointed they sold me a ***** up Lemon! They need to be put out of business and so does **** for threatening people and telling them they're going to repo people's car! By rider is now under a new name since they went out of business! 

  Customer Answer

  Date: 11/04/2024

  More paperwork! Paperwork for still needs to be done that's $2000 and something dollars that a mechanic said is life threatening if I don't get it fixed! But CNAC or Byrider wants to pay for it!

  Business Response

  Date: 11/06/2024

  In the case of Ms. ******* ******, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. Ms. ****** filed a complaint regarding mechanical issues she is experiencing.

  Ms. ****** purchased a 2008 Jeep Compass on August 16, 2021, from our Byrider location at *********************************. She also purchased an optional service agreement effective for 48 months or  ****** miles, whichever occurs first.  Ms. ****** has put approximately ****** miles on her vehicle since purchase, which means her vehicle service agreement has ended.
  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.
  

  At all times, Byrider has honored the service contract and made good faith efforts to resolve Ms. ******* mechanical issues.  The costs of all repairs eligible for coverage have been covered by the vehicle service contract, and in a gesture of goodwill, the cost of some repairs not eligible for coverage were covered by Byrider.  
  

  On October 30, 2024, Ms. ****** reached out to Best Extended seeking assistance in arranging a service appointment. Best Extended advised Ms. ****** to have her vehicle towed to Hombarker Auto for diagnosis. However, Byrider does not provide coverage for towing services. Ms. ****** expressed financial constraints, making it challenging for her to cover the cost of the tow. In response, Best Extended generously covered the towing expenses on her behalf.
  

  During a vehicle diagnosis, Hombarker Auto determined that an alternator replacement was necessary. Ms. ****** contacted Best Extended and CNAC, expressing her inability to afford the repair. Byrider stepped in and agreed to cover the full cost of the repairs, demonstrating their commitment to customer satisfaction. However, **** requested a small payment of $40 from Ms. ****** toward her contractual account to prevent further delinquency. Despite Ms. ******** inability to make the $40 payment, Byrider honored their commitment and covered the repair costs in full, showcasing their dedication to supporting customers in need. Ms. ****** picked the vehicle up on November 4, 2024. 
  

  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.  We look forward to our continued relationship.
  

  
  

  Customer Answer

  Date: 11/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Paperwork from shops I took my car too after By rider claimed they fixed it!! I had to pay for the same thing they claimed they fixed! And my car still isn't working all the way right l even after shops fixed it, because it's too messed up! I have my grandkids in my car sometimes and I don't want anything happening while I have my grandkids in the car! One shop that I just got my car fixed at said my car is a safety hazard and that things still need to be done too either that's lift threatening! I still have $2000 worth of work that needs done the mechanic said and By rider nor **** wants to pay for it! I owe a mechanic still some money for fixing what they should've! And **** threatens me because I'm behind on payments! I'm behind because I have to pay for the mechanic to fix it because I have to get to work to pay bills that I have to keep a roof over my head that I'm behind on trying to fix this car! I'm very disappointed they sold me a ***** up Lemon! They need to be put out of business and so does **** for threatening people and telling them they're going to repo people's car! By rider is now under a new name since they went out of business! 

  More paperwork! Paperwork for still needs to be done that's $2000 and something dollars that a mechanic said is life threatening if I don't get it fixed! But CNAC or Byrider wants to pay for it!

  
  Regards,
  
  ******* ******

  
  

  Business Response

  Date: 11/08/2024

  Byrider stands by its original response. The company has honored the vehicle service contract with Ms. ****** and has even paid for repairs not covered by the contract to assist her. Since Ms. ****** purchased the vehicle in August 2021, Byrider's service contract has paid $4547.54, while the company has paid an additional $1770.25 for repairs not covered by the contract. Ms. ****** has incurred an out-of-pocket expense of $155.30. It is important to note that Ms. ******** vehicle service contract has expired, and any future expenses will be her responsibility.

  Customer Answer

  Date: 11/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  They're lying a little because they didn't pay that much on repairs! I got paperwork I could send you from what I had to pay out of pocket since I had it! And my car still isn't working right! I have grandkids and I can't even take them anywhere because I'm scared what might happen in that car! What I don't understand is how Byrider and CNAC is still open when they sell all these lemons and they get complaints and CNAC ******** people and things! I'm about to get put out my house because I'm trying to keep my car working until I can afford another vehicle! Y'all really need to investigate both of them!! There's a website on ** about By rider! They are scammers! If need be I'll send you all my paperwork!!

   

  
  
  Regards,
  
  ******* ******

  
  

• Initial Complaint

  Date:10/17/2024

  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.

  Bought a car from byrider, I didn't get an updated buyers guide like I requested and I also didn't get a vehicle history report at the time of sale, the odometer doesn't match what was on my paperwork at time of sale, also it was reported salvage the title office told byrider to get the title updated, the manager said no, andstate farm reported it salvage it had engine damage a few months before I bought and still till this day has engine damage thr attorney general isn't helping . I need real help

  Business Response

  Date: 10/21/2024

  In the case of Ms. ******* *****, complaint number: ********, we have investigated the matter with the full cooperation of the company-owned Byrider. Ms. ***** filed a complaint regarding contract paperwork not being accurate and engine damage. 
  Ms. ***** purchased a 2014 Chevrolet Captiva on October 13, 2023 from our dealership on ************* in ******, *****  She also purchased an optional service agreement effective for 30 months or ****** miles, whichever occurs first. Ms. ***** has put ****** miles on her vehicle.  
  Ms. ***** claims she did not receive an updated copy of the buyers guide.  Ms. ***** was provided with a copy of her buyers guide in the packet of paperwork that included all her contract documents.  Byrider is more than willing to provide her with another copy should she need one.  
  Ms. ***** also claims the mileage on her odometer paperwork does not match the selling mileage on her vehicle at the time of purchase.  Our records show that she signed a Federal Odometer with the selling miles of 108,717.  Part of our sales process is to verify the mileage after the test drive and right before closing documents are printed.  
  Ms. ***** also claims she did not receive the vehicle history report at the time of sale and that the vehicle was reported as a salvage vehicle.  To ensure the accuracy of the automotive title, Byrider relies on Autocheck, a trustworthy third-party vehicle history report service. Upon purchase, customers sign the Vehicle History Reports Acknowledgement and Agreement, which releases Byrider from any accountability for information provided in third-party automotive history reports. Moreover, before being displayed on the sales floor, each Byrider vehicle undergoes a thorough inspection and reconditioning process to guarantee its optimal working condition.
  Our service records indicate that Ms. ***** has only had her vehicle serviced twice at our location on 10/27/23 for a Coolant Fan and 8/20/24 for a Fuel Pump.   At all times, Byrider has honored the vehicle service contract and Ms. ***** has had no out of pocket expenses. If Ms. ***** is experiencing mechanical issues with her engine, she should contact the service department at *************. 
  
  

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:
  

  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  Regards,
  

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

  That is not true I've been in there several times about it, it literally has my concerns on my receipts and what miles the car was in when I brought also you can see me on the camera at your location on all those  dates, I have video proof of my vehicle. ********* gave me a buyback offer because  safe auto insurance reported the vehicle salvage in 2016, even the title office told **** I was right and the title was reported, safe auto verified they did report it, I also got a buyback offer from car fax. My buyers guide is checked in the box that I have a limited warranty but on my service contract it says above my signature that the service contract voids the dealer warranty,  so it shouldn't be checked, especially because  the service guys told me I  had a 30 day limited warranty and went off of that, the fact that you just posted and lied that ive only went in there twice I have all my receipts, it's hurtful to know that I made all my payments on time and kept up on the maintenance . And this is how I'm treated. You posted on several vin check sites that my odometer was ****** when you sold it to me that was reported to NMVTIS CarFax and auto check. You bought my car from **** a salvage Auction theyctomd me the vehicle had engine damage when Byrider bought it I have proof of that as well . ********** is will in to testify oncmy behalf.  Also the fact that your saying I should have my paperwork when you gave me someone else's with their social security number and address  on it and someone could possibly have mine . It took you guys 3 weeks to find my paperwork . This isn't new ive been complaining since October 2023. Their excuse was always " We got bought out, so we don't know about that" . ***** ***** who works at **** told me on their recorded like she knew the car was rebuilt but didn't think it needed to have a new title" . But it does. I have witnesses, phone records, pictures, videos. I deserve what i am owed ive paid on that car for a year, even put my tax money on it and traded in my vehicle that's never been in any accidents.  And my **** ***** hasn't went down, you charged me an outrageous amount for insurance and I had insurance when I came there with state farm for the last 7 years.  I am a really good customer to have. It's not right what you do to people . 

   

  
  

  Business Response

  Date: 10/25/2024

  We stand by our original response, with the exception of the amount of times Ms. ***** has been in the service department.  The ******, **** location changed ownership and we were unable to see all the service visits associated with her account.  We do apologize for the confusion; however, it does not change the outcome. Byrider sold the vehicle to Ms. ***** with a clean title.  The auto check title  report provided at purchase shows no salvage or branded title. 
  Ms. ***** was given a Buyers Guide with both the limited warranty and optional service contract boxes marked.  Every vehicle sold comes with a 1 month/1000 mile warranty and the option to purchase a vehicle service contract for 30 months or ****** miles, whichever comes first. 
  If Ms. ***** is experiencing mechanical issues with her engine, she should contact the service department at Best Extended at ************* or the Dayton Byrider at  *************.
  
  

  Customer Answer

  Date: 10/25/2024

  The fact is I actually  bought a service contract for ***** dollars  and on my service contract it says that if you buy it it voids out the warranty, and also I have a paper stating what should be covered, all of my oil changes  and everything should be covered and you didn't honor that. I have my paperwork also I came in on 10-25-2023   about the same issue as today and it's still not fixed, you keep trying to say thr title is clean but it shouldn't be it has rebuilt parts it's been in several car accidents, your dealership watched me cry and drive off with my kids last Thursday and watched as my car kept shutting down and laughed at me and told me they can get me an **** as if it was some joke, you have humiliated me . You are not getting this car and I am not making another payment this is my car now until I get a refund,  for every dollar I spent, nobody is going to take from me and my children, I know my rights, also you didn't accurately  report anything to the credit bureaus  so it will be disputed for not being accurate and I've paid extra money on the bill and it hasn't wentdown at all and it's not even the accurate vehicle price, you will not get another dollar out of me . I am not the one to play with especially when it comes to my lively hood, I'm a good person . Nobody is going to treat me this way . 

  Customer Answer

  Date: 10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  The fact is I actually  bought a service contract for ***** dollars  and on my service contract it says that if you buy it it voids out the warranty, and also I have a paper stating what should be covered, all of my oil changes  and everything should be covered and you didn't honor that. I have my paperwork also I came in on 10-25-2023   about the same issue as today and it's still not fixed, you keep trying to say thr title is clean but it shouldn't be it has rebuilt parts it's been in several car accidents, your dealership watched me cry and drive off with my kids last Thursday and watched as my car kept shutting down and laughed at me and told me they can get me an **** as if it was some joke, you have humiliated me . You are not getting this car and I am not making another payment this is my car now until I get a refund,  for every dollar I spent, nobody is going to take from me and my children, I know my rights, also you didn't accurately  report anything to the credit bureaus  so it will be disputed for not being accurate and I've paid extra money on the bill and it hasn't wentdown at all and it's not even the accurate vehicle price, you will not get another dollar out of me . I am not the one to play with especially when it comes to my lively hood, I'm a good person . Nobody is going to treat me this way . 
  
  Regards,
  
  ******* *****

  
  

  Business Response

  Date: 10/30/2024

  We are sorry we fell short of Ms. ***** expectations. If Ms ***** is experiencing mechanical issues with her engine, she should contact the service department at Best Extended at ************* or the Dayton Byrider at  *************.
  

  Customer Answer

  Date: 11/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *****

  I'm done talking its been a year I want all of my money back or no car, I'm not taking it nowhere, it's been in that shop so many  times and they kept telling me it was fine that's a lie, thry seen the perking and etc snd still hasn't fixed it I don't trust you guys anymore after you watched me drive off the lot crying with me children, while it kept shutting off, they laughed at me at byrider and told me the best they could do is call me an ***** Are you kidding me? The disrespect, this is done, I want a dull refund or no car . No you can't repo it I know what I'm owed . 

  
  

• Initial Complaint

  Date:10/16/2024

  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.

  I had an outstanding debt, car was totaled and left with a remaining balance after I was told I had gap coverage on the vehicle through this company. I have attempted many times this year to contact this company in effort to rectify this issue. This company has been closed and I have NO Way of contacting them. despite my best efforts, this debt needs to be removed from my credit immediately. according to Section 623 of the Fair Credit Reporting Act (FCRA) they must remove this from my credit immediately also according to the **** Ia charged-off account reported by ****. Under 15 U.S.C. 1681 and 15 U.S.C. 1692, I have the right to ensure the accuracy of the information reported. I never received the 1099-C cancellation of debt form. I request that it must be removed from my credit report immediately.Thank you for your prompt attention to this matter.

  Business Response

  Date: 10/17/2024

  In the case of Mr. ****** *******, complaint number ********, we have investigated this matter with the full cooperation of the company-owned CNAC.  Mr. ****** is disputing the balance owed on the account and claims he had GAP coverage through CNAC.

  Mr. ******* purchased a 2008 Chevrolet Malibu on March 26, 2018 from the company-owned Byrider on ******** ** in ********, ***  
  On January 13, 2020, CNAC was notified that the vehicle was totaled in an accident on January 3, 2020.  ************ check was issued from ********************* and applied to the account on January 31, 2020, leaving a deficiency balance of $8,744.08. The account was charged off on April 27, 2020. Since Mr. ******* is still responsible for the balance of the account, a ***** would not be applicable. A 1099C would only apply if there was a cancellation of debt.

  If Ms. ******* would like to discuss a settlement offer, he can reach out to CNAC at *************.
  

  Byrider does not provide ************** Instead, they offer ******************************** which exclusively covers the vehicle itself. It's important to note that ******************************* is very different from **************
  

  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 Mr. ******** predicament, CNAC 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.