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.

close

Find a Location

CNAC, CarNow Acceptance Company has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CNAC, CarNow Acceptance Company

  12802 Hamilton Crossing Boulevard Carmel, IN 46032

• 

  CNAC, CarNow Acceptance Company

  7550 Leavitt Rd Amherst, OH 44001

• 

  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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/22/2023

  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.

  My fiance was the co-buyer on my vehicle, he passed away June 1st. 2022. I need his name off the title so I can get my car registration renewed. I went through probation court they did want need to be done on that end, but I need CNAC to fax a letter stated the car can be titled in my name only to the title department. By law the title department can't make any changes without the letter. I keep getting told someone will be me within 24 to 48 hours an never do.

  Business Response

  Date: 02/24/2023

  In the case of *****************************, Complaint Number: ********, we have investigated this matter with the company-owned Byrider.  **************** is requesting a letter to remove ****************, who is now deceased, from the title.
  **************** and **************** purchased a 2011 Jeep Compass on June 5, 2021 from the company owned store on **************************** in ********, **.   
  **************** is requesting a letter from the lienholder CNAC in order to get **************** removed from the titlework.  CNAC has spoken with **************** and requested all the details needed to provide to the state title agency.  CNAC has faxed the requested letter to the title agency today February 24, 2023 and has confirmed receipt of that letter.
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience this title issue has caused, and we value  **************** as a customer.  We look forward to our continued relationship.
  
  

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. Thank you so much the issue has been resolved after months of me trying to handle the situation.
  
  
  

  Regards,

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

• Initial Complaint

  Date:02/20/2023

  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.

  My car has been in THEIR shop since the beginning of January for an engine replacement its about to be March . This is beyond ridiculous that Im paying for an vehicle I DONT have Im p***** off because I have kids and a job ! They dont provide their buying customers and sort of lender vehicle so Im spending out money I dont have to get back and forth on top of paying my car note ! I never missed a payment or been late Its not okay to keep peoples vehicle for months ! I never had a problem with any dealership or financing company . Im p***** off Im bout ready to go purchase another vehicle elsewhere!

  Business Response

  Date: 02/24/2023

  In the case of Ms. ************************* Complaint Number: ********, we have investigated this matter with the company-owned Byrider. ****************** is dissatisfied with the amount of time it is taking to service her vehicle.

  
  ****************** purchased a 2013 Kia ****** on April 22 , 2021 from the company-owned Byrider on Pioneer Parkway in ******, ********. The vehicle is covered by a 48 month, ****** mile service contract, whichever occurs first. 

  
  At Byrider, we work diligently to complete our repairs in a timely manner. When Ms. ******* vehicle was towed into our service department, we found it was equipped with a breathalyzer. We are unable to start the vehicle to diagnose it. We have had to call the breathalyzer company multiple times to determine how to get it unlocked, leading to an increased time in our service department. We apologize for any inconvenience this delay has caused. 

  
  Byrider strives to achieve the satisfaction of every customer, and we value ****************** as a customer. We look forward to our continued relationship.
  

  
  

  Customer Answer

  Date: 02/24/2023

  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. 
  What does my breathalyzer have to do with anything ? **** TRIED TO START MY CAR ONE TIME and told me to bring in a mouth piece that was a week after my car got dropped off ! Yall havent touched my car since ! I call once a week to get updates and ** always told yall are waiting on my engine to come . So dont try to blame my breathalyzer when yall dont even have the engine 6 weeks later to do the job ! 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ************************
  

  Business Response

  Date: 03/02/2023

  Upon receiving her unsatisfied response, the service manager contacted ****************** to give her an update on the ************ again, we apologize for the delay and look forward to our continued relationship.

• Initial Complaint

  Date:02/01/2023

  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.

  received a notice that I have a collection from CNAC - IN101 on my credit report. It says it was opened on 04/05/2019 for $7,273.00 with account number starting in ******* that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the **** and FDCPA.I would like for this collection to be removed asap or I will file a CFPB and FTC report.

  Business Response

  Date: 02/06/2023

  In the case of ***********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC.  ************** is questioning the validity of her account. 

  
  ************** purchased a 2010 Pontiac Gn on April 5, 2019 from the company-owned Byrider on *************. ** ************, **.  ************** defaulted on her retail installment contract, and subsequently her vehicle was repossessed on February 14,2020.  The vehicle was sold at auction, and the proceeds were applied to the account, leaving a deficiency balance owed on the account of $7,273.91.  The account was charged off on May 27, 2020.   We have reviewed the tradeline, and it is reporting the account accurately. 

  
  ************** has disputed her account directly with the credit bureaus on several occasions and each time CNAC thoroughly investigated the tradeline and determined it to be reporting accurately.
  Additionally, Byrider and CNAC have written policies and procedures that govern the sales and underwriting process.  These procedures involve extensive identity verification activities to prevent identity theft from occurring.  
  
  At CNAC, we strive to achieve the highest level of satisfaction with every customer.  While we sympathize with **************** predicament, CNAC is required by the Fair Credit Reporting Act, as a data furnisher, to provide accurate credit reporting. 
  If ************** would like to receive a copy of the retail installment contract, she can contact **************.  
  

  
  

• Initial Complaint

  Date:01/31/2023

  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.

  1.I have never had an account with this company CNAC - IN101, REMOVE from all credit agencies from reporting. 2.consumer means any natural person obligated or allegedly obligated to pay any debt. According to 15 U.S. Code ****a (3) 3.This letter is in pursuing 15 U.S. Code ****c (c) Ceasing communication 4.I am the consumer mentioned in 15 U.S. code ****a (3) You are CNAC - IN101 the debt collector ***************** (5) I am invoking specified remedies under use 15 U.S. code ****c (c) (2) as a creditor I am demanding you to terminate all farther efforts pursing to 15 U.S. Code ****c (c) (1) 5.I am the executor under the 15 U.S. Code ****c (d) pursing to 15 U.S. Code ****d A debt collector may not engage in any conduct the natural consequence of which is to harass, oppress, or abuse any person in connection with the collection of a debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section: (1) (2) and (4) 6.According to 15 U.S. Code 1962e (8) Communicating or threatening to communicate to any person credit information which is known, or which should be known to be false, including the failure to communicate that a disputed debt is disputed. **** U.S. Code ****e (12) The false representation or implication that accounts have been turned over to innocent purchasers for value. 8.As mentioned in the 15 U.S. Code 692f Unfair practices (8)9.While pursuing to ****g (b) while the debt collector shall cease collection of the debt, or any disputed portion thereof, until the debt collector obtains verification of the debt. ***** U.S. Code ****k Civil Liability (a) Amount of damages Except as otherwise provided by this section, any debt collector who fails to comply with any provision of this subchapter with respect to any person is liable to such person in an amount equal to the sum of (1) (2) (A) (B) (3)

  Business Response

  Date: 02/01/2023

  In the case of *******************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC.  ********************* is disputing the validity of her account. 
  ********************** purchased a 2013 Chevrolet Malibu on August 18, 2017 from our Byrider location on ******************* in ******** *********.  
  On November 17, 2017, CNAC was notified that ************************ vehicle had been in an accident.  A ******************************* claim was filed.  The vehicle was evaluated and deemed a total loss by the adjusters.  ************ check was issued and applied to the account.  The damaged vehicle was sold at an auction, and the proceeds from the sale were applied to the account, leaving a deficiency balance of $5,801.09. The account was charged off on March 14, 2018.
  We have investigated and determined to be valid and reporting accurately.  ********************** has disputed the tradeline with Experian, Equifax and Transunion multiple times in the past 6 months. CNAC has investigated each dispute documenting the results and providing detailed responses to the credit reporting agencies. In addition, ********************** has disputed the tradeline directly with CNAC and the results of the investigation were once again communicated to **********************. The tradeline is reporting accurately. 
  
  
  

• Initial Complaint

  Date:01/25/2023

  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 car from **** - IN101, ************************************************************************************ back ** 10/30/2018 for $14998 in which $7746 was left to pay and due to the issue with the car and the fact that it cost more to repair then vehicle then it was worth, and this company extended time past 90 to come back and have them make all the repairs before they give you an appointment. I voluntary returned the car. Since then, they have sold the loan to another company. SPRING OAKS CAPITAL LLC ********************************************** on 05/19/2022 for the amount of $7746. Th problem is this amount is posted on my credit file twice and only should be one time to Spring Oaks since they bought the loan out right. CNAC will not remove this **** on my credit report. I've asked many times and still to this day they have not removed it. Please help me with this matter.

  Business Response

  Date: 01/30/2023

  In the case of Mr. ************************ Compliant # ********, we have reviewed this matter with the full cooperation of the company-owned Byrider/CNAC in question.  **************** is disputing the accuracy of the reporting of his CNAC account to the credit bureaus. 
  
  After investigating the disputed information and reviewing all information provided with your dispute notice, we have determined that we reported certain information about you or your CNAC account that was inaccurate or incomplete and, as a result, we are notifying each consumer reporting agency to which we provided the inaccurate or incomplete information
  about our determination; and providing any correction to that information that is needed to make it accurate and complete. Please allow 7 to 10 business days for the updates to complete.
  
  

  Customer Answer

  Date: 01/30/2023

  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,
  
  ***********************
  

  Customer Answer

  Date: 02/01/2023

  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 would like to have this removed from my credit file or at least report the right information as to being sold. I feel this is holding me  back from building my credit. Creditors look and I'm automatically turned down no matter what or how I explain they are one in the say amounts. 

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

  
  

  Business Response

  Date: 02/02/2023

  
  In the case of Mr. ************************ Compliant # ********, we have reviewed this matter with the full cooperation of the company-owned Byrider/CNAC in question.  **************** is disputing the accuracy of the reporting of his CNAC account to the credit bureaus. 
  After investigating the disputed information and reviewing all information provided with your dispute notice, we have determined that we reported certain information about you or your CNAC account that was inaccurate or incomplete.  We have notified the consumer reporting agencies that your account with CNAC was sold; therefore the tradeline showing CNAC will be closed by the agencies in approximately 7 - 10 business days. 
  
  

• Initial Complaint

  Date:01/25/2023

  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.

  They had my vehicle repossed for non payment 1/24/23 at about 12p. I called at that same time and made a payment of way over $800 and brought my account current. The representative, whom then had to submit that information so that *** car could be released back to me and he still hasn't done so and keeps telling me that he did and it takes seven days. I then called and asked for a supervisor 12 different times and literally NO ONE has gotten me a supervisor. Several representatives have informed me he could have submitted the information yesterday and sent it over and my car could have been released yesterday but they didn't see that and kept sending me back to him. I've called the repossession company and they still haven't been updated yet. I've called CNAC several times, emailed asking that someone in management would reach out to the company so they are aware that I am current now over 24hrs so they can release my vehicle and no one will do this. They won't even escalate my call when I told him I'd hold, he literally told me he can't hold up his line and none were avaliable. This can be reviewed because the calls are recorded. This has been horrific customer service! I've had other experiences with trying to get assistance with this CNAC company for other situations and have ran into unbelievable difficulties as well and it's unfortunate and I can only imagine what they are doing to others if they are doing this to me , after I actually made such a huge payment. And I couldn't get any resolved when I contacted their **************** when I called them.If they have their money I should have my vehicle. Thanks to technology, things are able to be sent and updated instantaneously so they need to send over the current information to the possession company so they don't proceed with thier process on a vehicle which isn't past due any longer. I need a Manger to get right on this situation, update the possession company and follow up with me so I can get my car

  Business Response

  Date: 01/30/2023

  In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the Byrider/CNAC.  Ms. ****** is aggrieved at the handling of the reclaim of the repossessed vehicle.   
  

  ************************* purchased a 2008 GMC Acadia on July 3, 2020 from the company owned Byrider on *************** in ******, ****.  
  

  Ms. ****** defaulted on her retail contract, and her vehicle was repossessed on January 24, 2023.  CNAC has written policies and procedures that govern the repossession process to ensure that every repossession adheres to federal and state regulations.  
  

  Ms. ****** paid her past due delinquency on January 24, 2023 and was advised that the reclaim process could take up to 7 business days. Ms. ****** was contacted on January 26, 2023 and advised the vehicle was ready for pickup.  Ms. ****** reclaimed her vehicle on January 26, 2023.
  

  
  

• Initial Complaint

  Date:12/19/2022

  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 financed my vehicle the end of July 2022. I made my payments early always. November 11 2022 I come out of work to find my vehicle repossessed and gone. I contacted them and they told me they never received payments yet I have all the receipts and my bank statements. I contacted and contacted and they told me my vehicle would be brought back and now they began calling me a month later telling me I need to pay $1600 to reclaim my vehicle. Thats ridiculous so I sent them the proof they needed and they said it was valid but when my fianc called they said another story saying thats not proof enough. We have contacted lawyers to help us through this but this still doesnt help because we need our vehicle now. We cant get to work or wherever we need to go. We just want our vehicle back.

  Business Response

  Date: 12/22/2022

  In the case of ***************************, complaint number ********, we have investigated the matter with the full cooperation of the company-owned Byrider. ****************** complained to your office on December 19th that his vehicle was repossessed for non-payment but that he had proof of those payments.
  

  Mr. ************* purchased a 2013 Buick Encore on July 27, 2022 from our dealership on ***********., ************, **. Byrider has written policies and procedures that govern our sales and underwriting processes.  The terms of the retail contract, including the payment amount, Annual Percentage Rate and total sales price were disclosed prior to and during closing, both in writing and orally.  ****************** signed a Retail Installment Contract which secures his purchase.
  

  Mr. Locketts retail contract requires biweekly payments of $****** due on August 12, August 26, September 9, September 23, etc. There have been a total of 4 valid payments submitted on this account - 8/9/22 ******, 8/23/22 $******, 9/20/22 $248 and 10/4/22 $120.
  

  A payment of $****** submitted on 9/13/22  was returned from the bank as non-sufficient funds, and a payment of $298 on 9/15/22 was also returned as non-sufficient funds. Since the last payment was made on 10/4/22 CNAC continued to try to reach out to ****************** on a daily basis to resolve the delinquency. On 10/20/22 the Authorized third party, ********************************* contacted CNAC and set up an arrangement on Mr. ******** behalf to pay $418.79 on 10/21/22.  CNAC began collection efforts again when that commitment was broken. All attempts to reach ****************** were unsuccessful.
  

  CNAC made the difficult decision to repossess the vehicle on November 16. Mr. ****** provided valid documentation of payment through 10/4/22.  A screenshot of a $248 payment Mr. ****** provided did not come from CNAC or was a valid representation of a bank draft to CNAC.
  

  At CNAC we strive for the highest level of satisfaction for every customer. While we sympathize with Mr. ***************** predicament, he did default on his retail contract. Mr. ************ has been given every opportunity to provide valid documentation of payments he claims to have made.
  

  
  

• Initial Complaint

  Date:12/14/2022

  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.

  So just recently I just started becoming a few days late on my payments but I always try to resolve an issue with them and let them know but they kept telling me that I couldnt pay late Can I borrow from somebody else they were very rude call my phone talking really reckless one day they didnt even call me but they call two of my references left a voicemail Saying Im ducking and dodging them after I just talk to them yesterday but they never called my phone then when I was already trying to make a payment with them and I already explained to them that my job has changed can I lower the payment because I couldnt afford the payments I was making so I tried to lower it and they told me that they couldnt They are very inconsiderate and another thing I did a one time payment with my mom card online so a few weeks after that they charge her car and she didnt authorized it and they was trying to charge my other card I use for a one time payment without me knowing as well just 2 days ago they just charged my mom card again after I was told both cards where deleted from the one time payment info and now were waiting on them to put the money back on my mom card but I just feel like how do you authorize something thats not on paperwork I have one card on file how do you authorize somebody else card without they permission thats not right I have one card on my paperwork that should be the only card they charge especially if I did a one time payment online but my biggest issue is I just wanted to reduce my payment if possible and I dont like how the people on the 27th location talk to me so I dont want to deal with them ANYMORE.

  Business Response

  Date: 12/19/2022

  In the case of ******************************, we have investigated this matter with the full cooperation of the franchise-owned CNAC.  **************** ***** is upset at the handling of her account
  **************** ***** purchased a 2012 ****** Versa on June 12, 2021 from the franchise-owned Byrider location on *********** in *********, *********.  
  CNAC has documented policies and procedures surrounding the servicing of accounts and was surprised to learn of **************** ****** complaint. We promptly launched an investigation and discovered that we did process a payment that was authorized, the card that was used was not authorized. The representative did not follow protocol which requires verification of the card number.  The unauthorized payment was refunded.  CNAC took this opportunity to retrain their staff and the associate who made the error received corrective action. 
  **************** ***** also expressed dissatisfaction by the frequency at which she is contacted regarding her account.  CNAC has written policies and procedures in place that govern the collection process and ensure adherence to all federal, state, and local regulations.  **************** ***** is called only when she is late on a payment. 
  
  

• Initial Complaint

  Date:12/08/2022

  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.

  October 21, 2022 Purchased vehicle with CNAC loan through Byrider October *****, 2022 Tire was flat every morning. We put air in 3 times a day. Took tire to ******* auto center for repair, we were told there was nothing wrong with the tire. Took the car to Byrider, after twenty minutes we were told they found a small nail and patched it. Had to miss work each of these days. On the 27th had Byrider tow car to their shop where a new tire was installed. November 1, 2022 car stalled at a stop sign and again while driving. Asked for a refund or a different car, was told by Tre they do not do refunds or change vehicles. They are willing to fix issues that have to do with drivability of the car and nothing more. November 11, 2022 car overheated, Byrider replaced thermostat again, water pump and other things I dont remember. November 19, 2022 car overheated November 21, 2022 Byrider replaces thermostat again and cylinders I believe. We were told by Byrider mechanic when the car overheats again its probably the engine and one would be ordered so they could be ready for it. December 3, 2022 Engine overheated again, smoked up, had to call Byrider to have car towed to them. December 5, 2022 Contacted Byrider to ask about status, told the engine would be installed and car would be fixed Thursday the latest. Asked if we could receive discount on our payment since we were going to be without a car for a week and had JUST paid Friday for two weeks. Was told no, payment is due next Friday even though an entire week of work was missed. Byrider told us if the car was in their shop for 5 days we MIGHT qualify for a rental. In their logic the car engine blowing on a Saturday didnt count because the car was not in their shop. So here we are stuck paying $326 every two weeks for a car that might work a full week if were lucky. CNAC/Byrider valued our car at $10k plus another $4k in ************ but we received taxes from dmv valuing car in $4k. SCAMMERS.

  Business Response

  Date: 12/09/2022

  Please note this is a duplicate complaint. The first was filed under complaint #********... In the case of *************************, Complaint Number: ******** and ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  **************** is upset by the mechanical difficulties she is experiencing with the vehicle.  
  ************************* purchased a 2013 Chrysler 200 on October 21, 2022 from the franchise-owned Byrider location in ********, **.  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. ****************** engine failed and required a replacement. The engine was promptly ordered with an estimated delivery date of 12/7/2022. **************** was advised that the repair would take approximately 2 days to complete. The dealership kept in communication with **************** and the engine did arrive as scheduled. The repair was completed and the vehicle was returned to **************** ahead of schedule on 12/8/2022. 
  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: 12/14/2022

  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. 
  
  Byrider is providing false information to the BBB
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:12/05/2022

  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.

  Today Thursday, December 1st I have received 10 phone calls urging me to pick up the kia **** 2014 from the Byrider dealership that has been closed for 3 weeks in which i just found out this morning. The by rider service manager said the engine was fixed but not the air conditioner she needed approval. and she only has one mechanic on duty so that is why they have had the car since October 27 2022. this is dec 1 2022. I asked for an invoice they said they cant get because no one is around. the keys are in the glove compartment. I said i will go and see if the car will run . but if the air isnt working I asked that they take it so it can be repaired. I wil leave the broke vehicle for the company to tow else where, cnac gave me a estimate to get the air fixed air fixed.

  Business Response

  Date: 12/07/2022

  In the case of *********************************, Complaint Number: ********, we have investigated this matter with the company-owned Byrider. ****************** is dissatisfied with the mechanical issues she has experienced with her vehicle.
  

  ****************** purchased a 2014 Kia **** on July 30, 2021 from a company-owned Byrider on Broadway, ************, **. The vehicle is covered by a 48 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.  
  

  ****************** had her engine replaced in November. Unfortunately her air conditioner was not serviced at the same time. We apologize for the error and reached out to ****************** on December 7, 2022. She is going to bring the vehicle to our Lafayette location where this will be made a priority.