ComplaintsforByrider

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle through JD Byrider at the end of June 2021. My first 5 payments were all a down payment that was stretched out over payments. My first actual car payment was due on 9/10/21. It has been a hard year for myself between issues with work regarding COVID and having extensive vehicle problems since having a car accident at the beginning of the year. They had worked with me if I couldn't make my payments exactly on time for the deposits. I was in the middle of moving at the end of August, beginning of September. I made them aware of that. I told them that I didn't have my full payment on the 10th but I paid all but $55 on it. I tried to go back in today to pay the remaining $55 and set up auto pay just to avoid this in the future and they called and said that I was no longer allowed to make payments, that I was in clear default and that I had to release my vehicle back to them. I had the money in the bank to make the payment! They wouldn't even allow me to.

  

  Business response

  09/27/2021

  We received Ms. Medina's complaint and have researched the matter.  Ms. Medina had been late on 4 of her first 5 payments, 3 of those in excess of 10 days past due.  In the first 3 instances, Right-to-Cure notices were sent in accordance with WV law and many attempts were made to contact her, in accordance with standard policies and procedures.  Most of those contact attempts were ignored.  The vehicle was repossessed and the final payment made by Ms. Medina was refunded.  The vehicle has been accepted in full satisfaction of the debt and nothing further is owed to CNAC.  It is unfortunate that it came to repossession given how many attempts were made to avoid that ultimate circumstance but Ms. Medina left CNAC with no good options given her inability or unwillingness to keep in contact and make timely payments.

  Customer response

  09/27/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15869003, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  My last payment was not refunded yet.  I am fighting to get back some of the down payment and because of that I have not been given anything back yet.  I know of most people in this area that have gone through the same thing.  Even when they paid their down payments on time, the first time they were the slightest bit late on a normal payment, their car was repossessed.  I made my payments and I let them know that I didn't have the full payment for that last one.  I was able to pay a portion a day or two late and when I went in to finish the payment they wouldn't allow me.  How many companies to do you know that won't allow you to make a payment?  This company in itself is nothing but a joke.

  I will steer everyone that I can reach away from this scam of a company.

   
  
  Regards,
  
  Heather Medina

  
  

  

  Business response

  09/29/2021

  After reviewing Ms. Medina's refusal to accept our response, we offer the following.  First, in response to her query of "how many companies don't allow you to make a payment?" I would ask how many companies do not repossess the vehicle when the customer refuses to pay as agreed and either will not return telephone calls or, when they do, chose to use abusive and vulgar language?  My experience indicates that most, if not all, finance companies repossess the vehicle when a default occurs, as it did here, and all proper notifications have been made, as they were in this instance.  Ms. Medina indicates that she wants a partial return of her down payment.  CNAC had to compensate a third party for repossessing the vehicle and will incur additional costs in preparing the vehicle for sale.  Furthermore, Ms. Medina signed a Retail Installment Contract which clearly notes the payments are not refundable.  However, if Ms. Medina is willing to sign a mutual release agreement, which also serves to release her from any future obligation, then we are happy to refund her final partial payment of $158 along with half of her deferred down payments, a total amount of $823.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/24/2021 I purchased a vehicle from JD Byrider. I was informed that I would need to put $1000 down. I ended up putting $1250 down for down payment and have been having issues with the vehicle since day 1. I was promised a reliable vehicle and that is not what i have gotten. The vehicle has been in their shop every week since purchase. My ac and heat has not worked multiple of times( Ac actually stopped working 2nd day of purchase along with check engine light coming on), car was overheating, there is sound of water under the hood, coolant filled back floorboard after they "fixed the heating cord", AND THE MOST IMPORTANT DANGEROUS THING CAR HAS SHUT OFF ON ME WHILE DRIVING 4 TIMES. I dont mean sitting at stop light or stop sign. Foot on gas and car cuts off. They told me that they would pay off that vehicle and place me in something else. Cnac stated that I needed to put another $500 down for a new vehicle. Manager stated he would work around downpayment and today they are backtrackin

  

  Business response

  09/30/2021

  September 30, 2021
  
  In the case of Angel Williams, complaint number 15865190, we have investigated the matter with the full cooperation of our Byrider franchise partner and company-owned CNAC. Ms. Williams complained to your office that she has experienced mechanical issues and would like to return the vehicle for a refund of her down payment.

  
  Angel Williams purchased a 2012 Chrysler 200 on May 22, 2021 from the independently-owned Byrider in Raleigh, North Carolina. She also purchased a service agreement that lasts for 48 months or 60,000 miles, whichever occurs first.

  
  Shortly after purchase, Ms. Williams experienced a mechanical failure and brought her vehicle in for service. Some repairs were completed but the intermittent problem of the vehicle cutting off could not be duplicated. Finally, a code was stored and the issue could be diagnosed. Ms. Williams vehicle needs a part that can only be installed and programmed by a Chrysler dealer for proprietary reasons. The part was on backorder which further delayed repairs. The estimated date for completion is now October 4, 2021.

  
  The dealership explored the option of refinancing Ms. Williams into another vehicle, but CNAC could not approve the transaction due to an employment change. Ms. Williams was offered a rental vehicle free of charge, but the down payment required by the rental coupled with a shortage of rental vehicles created more obstacles. Byrider issued Ms. Williams Uber gift cards in the amount of $400.00 to help her with transportation while the vehicle is being repaired.

  
  Byrider apologizes for the frustration experienced by Ms. Williams and is optimistic that the mechanical issue is being fully resolved. Byrider will continue to honor and stand behind the service agreement in place. Ms. Williams remains a valued customer and Byrider and CNAC look forward to servicing the vehicle and account in the future.

  
  Sincerely,
  
  Byrider Customer Service

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle 6-29-2021 on 9/2/2021 the engine went out on Kia Optima. I was told by Kia auto mall manager that due to byrider disregarding the recall notices that they would not provide a loaner vehicle while this 10-20 process begins . They refused to do the services and car was returned to byrider . I contacted the corporate office 3 times with no different solutions. I was told if I get a rental car only a few days would be covered yet I will still have to make my payment on time. The rental car for 10-20 days range from 600-1000 plus a car payment . I have not been accommodated at all. I took the car for services and the doors still don’t lock and the open door sensor is still on . I have had nothing but issues with this vehicle since I purchased it . Everyone attitude is extremely non chalant when I’m about to lose everything I have because no one has returned my call . I called cnac 2 times previously and they didn’t even put a complaint in nor did they have anyone call

  

  Business response

  09/27/2021

  Ms. Franklin purchased a 2014 Kia Optima on June 26, 2021 from a company owned Byrider in Indianapolis, IN. The purchase included a 48 month/60,000 mile service agreement. We are sorry for the inconvenience and  miscommunication Ms. Franklin experienced. The location arranged for a rental while the repair was made. Ms. Franklin vehicle was repaired and returned to her on September 20, 2021. We value Ms. Franklin as a customer and look forward to servicing her again. 

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jd Byrider sold me a lemon back in April. It was a 2012 *** ******** I had the car sent back 3-4 times within the first 3 months of purchase. I was still expected to pay the car note for my **** I had to come out of pocket for ****** on separate rental insurance. Enterprise couldn't even assist me with matching my *** *** but instead put me in a small 2021 ****** Corolla. This happened each time my *** was getting "serviced". Within the first week of me purchasing my *** I had to get my struts fixed, which quickly got resolved. Things went downhill once my entire transmission went out. My *** leaked transmission fluid and it overheated. When it did, Byrider kept my car for about 1-2 months, causing me to pay what I didnt have towards the ***************************************************************************************************************** the shop. Once I finally got my *** back I had the exact same problems as I did before. They want to garnish my money but I need a refund

  

  Business response

  09/23/2021

  September 23, 2021
  

  In the case of Chanel Washington, complaint number 15825135,we have investigated the matter with the full cooperation of the company-owned Byrider and CNAC. ************************ complained to you that the vehicle she purchased had mechanical issues. She requested a correction to her credit report and a refund.

  
  Chanel Washington purchased a 2012 Kia ******* on April 17,2021 from the company-owned Byrider dealership on Colerain Avenue in **********,****. She also purchased a service agreement which lasts for 48 months or ****** miles, whichever occurs first.
  

  Summary of Service History

  
  Date Service Cost to Customer Notes
  5/13/21 Struts replaced $0.00
  5/26/21 6/17/21 Engine replacement $0.00 Towed at Byriders expense; rental vehicle paid by Byrider.
  6/21/21 7/16/21 Engine replacement $0.00 Part failure. Towed at Byriders expense; rental vehicle paid by Byrider.
  
  Attempts to reach ************************ by telephone and email after the second engine replacement were unsuccessful. On August 4, 2021, ************************ informed CNAC that she no longer wanted the vehicle. After several unsuccessful attempts to reach out to ************************, CNAC placed the account in voluntary surrender status and the repaired vehicle was sold at auction. Auction proceeds were applied to the account, leaving a deficiency balance of $6,653.72. ************************ was notified of the sale date of the vehicle by certified mail.

  Byrider and CNAC apologize for the frustration experienced by *********************** while her vehicle was in service. However, a  rental vehicle was paid fully by Byrider during this period and ************************ was not without transportation. ************************ was required to pay collision insurance by Enterprise, the rental vendor, which could not be avoided.

  
  Byrider stands behind the work performed and the service agreement that was in place for this vehicle. Byrider and CNAC wish ************************ best of luck in her future endeavors.

  Credit Bureau reporting shows the account as having been voluntarily surrendered. We report to the bureaus once a month, but as a gesture of goodwill will push a manual update. This will be reflected in 5-7 working days. 
  

  Sincerely,
  

  
  Byrider ****************

• Initial Complaint

  08/31/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle from them on 8-20-21 and on 8-27-21 they repossessed the car. They said I lied on the application which is false everything I put down was true. So after talking to **** at corporate she states they are just going to cancel the contract but I can not get my $1000 down payment back. If the contract is canceled its like it never happened so I feel I am entitled to my money back. I spoke with the manager at my local dealership where I purchased the car and offered to accept $700 of the $1000 since I did have the vehicle for a week and he said no refunds.

  

  Business response

  09/15/2021

  September 15, 2021
  
  In the case of *******************, complaint number ********, we have investigated the matter with the full cooperation of the company-owned Byrider and CNAC. ************** complained to your office that his vehicle was repossessed and he is requesting a refund of his down payment.

  
  ******************* purchased a 2015 Dodge Journey on August 20, 2021 from our Byrider dealership in ******, ********. On August 25, 2021 CNAC identified and verified discrepancies on Mr. ****** application for financing regarding his employment status and issued the vehicle out for repossession. The vehicle was secured on August 27, 2021 by a repossession agent.

  
  The account has been terminated and both parties will be released from any further claims related to the transaction. Mr. ****** down payment will be refunded as per follows:

  
  Down Payment $1,000.00
  Daily Usage Fee ($50/day X 7 days) $350.00
  Repossession Expense $425.00
  Amount Due $225.00
  
  The amount due ($225.00) will be refunded to the same payment card ************** at the time of the down payment. ************** may be required to visit the dealership for this refund to be processed.

  
  Byrider strives to achieve the satisfaction of every customer. The company-owned ********************** and CNAC are sorry to terminate the relationship with ************** and wish him all the best in his future endeavors.

  
  Sincerely,

  
  Byrider Customer Service

• Initial Complaint

  08/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a car from JD Byrider in March 2020 in that time, I referred someone to them to buy a car and Byrider merged my personal account information and the persons I referred account and then repossessed my car got nails in 2 of my tires, Byrider told me they wouldnt pay to fix them, my car has now needed all 4 brakes replaced and the cooling fan, an employee over the phone told me they take payments on service work and when I went to pick up they told me I was a liar that theyve never done payments, they wanted me to pay the service **** without seeing the work order and receipts for the work done and the manager treated me like she could care less about me and how hard I had tried to get my car.

  

  Business response

  09/02/2021

  September 2, 2021

  
  In the case of *************************, complaint number ********, wehave investigated the matter with the full cooperation of our company-ownedByrider and CNAC. **************** complained to you that her personal accountinformation was merged with another customer and that there was a recentmisunderstanding about the amount due when she picked up her vehicle afterhaving repairs made.

  
  ************************* purchased a 2012 Chevrolet Sonic on March 7,2020 from our company-owned dealership in ******, ****. She also purchased aservice contract that lasts for 48 months or 60,0000 miles, whichever occursfirst.

  
  Byrider and CNAC have policies and procedures in place to protectour customers non-public information. CNAC can assure **************** that heraccount was in no way merged with another consumer that she may have referredto Byrider. Referrals are common and we appreciate the opportunity to serveconsumers based on word of mouth.

  
  **************** brought her vehicle to the ****************** onAugust 6, 2021 and approved $313.60 for front brakes, $230.60 for rear drumsand shoes, and $242.85 for a cooling fan. **************** arrived at the dealership onAugust 19, 2021 after the ****************** closed; no previous financingplans were in place for the balance due and the General Manager would notrelease the vehicle without payment.

  
  All repairs have been completed as agreed upon and the vehicleremains at the dealership. Attempts by Byrider and CNAC to reach **************** regardingthis matter have been unsuccessful.

  
  Byrider and CNAC strive for customersatisfaction in all areas of our business and **************** remains a valuedcustomer. Byrider would like to resolve this matter and request that *************** out to the ****** dealership at **************.

  Sincerely, 

  Byrider Customer Service

  Customer response

  09/02/2021

  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. 
  
  In May of 2020 I had referred my grandmother to buy a car, and within a month CNAC had merged my name and my grandmothers name on my account and her billing information and phone numbers got replaced on my account and resulted in a repo, without any notice to me, did not knock on the door to get my personals out and did not leave a note so I was panicked that my car was stolen, while in repo hands they ran over two nails in two different tires resulting in me having to replace at full charge  in regards to the service plan I spoke to a lady on the phone with byridwr on the Thursday I dropped my car off for mechanical work who said they did do payment plans for work and that influenced my choice to bring it there upon arrival to pick up my car 4 weeks later, I had left work for a short break to get the car and I was called a lair to my face, with my mother standing there, because according to the manager I was speaking to they did not do payment plans  Im upset for being lied to and then accusing my character of lying when I was misinformed by one of Byriders Employees  

  Regards,

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

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Entered By H363137**3238313831H AF: Consumer went to dealership Dec 24 2020 to purchase a vehicle. Consumer bought a vehicle, then on Jan 12 2021 the check engine light went on. Consumer brought vehicle back to dealership they said it was the thermostat. Company repaired thermostat and thermostat housing under warranty. Two days later, the car had the check engine light came back on. Consumer took it back to the dealership, the tie rod, axel , strut, control arm, sway bars, entire suspension system needed to be replaced. Consumer paid for repairs in the amount of $450. A few days later, consumer noticed the car was clicking and took it back up for repair on the timing chain, engine components died. Covered under warranty but consumer paid deductible of $52. A few days later there was a grinding noise from the tires and under the car. Dealer said it was the CV axle issue. Repair technician said it was a safety issue consumer could not leave the lot in the car. Consumer couldn&#**;t get a ride so they repaired it on the spot under warranty.Consumer brings the car home, in 3 days the engine light comes on. The fuel injector and catalytic convertor computer codes came on. Consumer asked for a refund of the down payment or switch it out for a new car. Dealership said to take a loan or make payments they would not give her a different car or refund.The dealership says the consumer needs to pay around $4000 to fix the problems and the car was only valued at ******. Consumer says in the condition car is in at this time, it is only worth $4000-$5000 .JD Byrider says to fix one converter at a time. However consumer says there are 3 catalytic converters and she can&#**;t fix one at a time it would be unsafe to do so. Consumer paid for down payment $2,200 and a car loan with warranty paying $**5 a month for a car she cannot drive.Consumer has gone into CNAC headquarters that keep sends her back to the general manager. Consumer was told any car that comes in cannot be thoroughly safety checked. He said there is basically nothing he can do about the charges and repairs. They send the consumer to the service department whom tells her to piecemeal the repairs. Also dealership failed to tell consumer her used car was initially used as a rental vehicle.Consumer feels she has paid every other week since she bought the car and is paying a lot on this car. She is underwater with the car and stuck with the loan.Sales/Receptionist has been rude saying it is a used car. Consumer should know machines break down.Consumer took Midas to see if the repairs were made, they said some of the repairs were not made and to contact the news. Consumer tried to trade car in but other dealership wouldn&#**;t take it.

  

  Business response

  08/30/2021

  August 30, 2021

  
  In the case of ******* ***********************, complaint number 15766641,we have investigated the matter with the full cooperation of the company-ownedByrider. *************************** complained to you that her vehicle was not repairedproperly and that the previous rental status of the vehicle was not disclosedto her during the sales process.

  
  ******* *********************** purchased a 2010 Buick Enclave fromour company-owned dealership in *****, ****. She also purchased a servicecontract that lasts for 48 months or ****** miles, whichever occurs first. Theservice contract includes a $50.00 deductible, plus tax.

  
  Byrider has specific policies and procedures in placesurrounding the sale of motor vehicles. All units previously used as rentalvehicles are designated as such in our system. The status was clearly disclosedon the customers Buyers Order signed at the time of sale.
  Byrider stands behind the service agreement purchased by***************************. Below is a summary of vehicle repairs made to date and thecosts and payments associated with each:
  
  

  2/10/21 Thermostat housing, tire repair, oil change

  Customer paid $10.80

  Covered by Warranty $185.61

  Goodwill/Courtesy $64.68
  

   

  4/14/21 Sway bar links, oil change

  Customer paid $100.00

  Covered by Warranty $26.00

  Goodwill/Courtesy $24.42
  

   

  4/22/21 Water outlet gasket, CV axle, engine mounts, timing chain

  Customer Paid $54.00

  Covered by Warranty $837.28

   

  5/21/21 Front struts, rear upper control arm, tire replacement, front alignment

  Customer paid $350.00

  Covered by Warranty $111.90

  Goodwill/Courtesy $440.38
  

   

  6/17/21 CV axle

  Covered by Warranty $192.05
  

   

  8/24/21 Ignition coil, catalytic converter, a/c compressor, heater controls, radio, oil change

  Goodwill/Courtesy $1,168.99
  

   

  Total Customer Paid $514.80

  Total ******** by Warranty $1,352.84

  Total Goodwill/Courtesy $1,698.47
  
  

  The most recent repairs were completed on Friday, August 27th and the vehicle was retrieved by the customers over the weekend.

  
  Byrider strives for customer satisfaction in every area ofour business. We understand the frustration that a mechanical issue can cause.Byrider continues to stand behind the service agreement in place. *************** continues to be a valued customer and ********************** looks forward to servicingher vehicle in the future.

  
  Sincerely,

  
  Byrider ****************

  Customer response

  08/31/2021

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  08/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My money is being taken and not out where its been said to go. And my car doesnt even function appropriately for me to be paying what I pay monthly.

  

  Business response

  08/31/2021

  August 31, 2021
  
  Dear Sir/Madam,

  
  In the case of ***********************, complaint number ********, we have investigated the matter with the fullcooperation of the company-owned Byrider and CNAC. **************** complained to youthat a payment was applied incorrectly. She also complained that her vehiclewas not working properly.

  
  *********************** purchased a 2012 **** Focus onOctober 31, 2020 from our company-owned dealership in *******, ****. She alsopurchased an optional service agreement that last for 48 months or 60,000miles, whichever occurs first.

  
  **************** made a payment of $189.00 by text onAugust 6, 2021. The payment was inadvertently applied to the customersCollateral ******************** account. **************** contacted CNAC on August13, 2021 and was advised that the misapplied payment would be moved to herprimary account. The payment was moved on August 16, 2021.

  
  Upon receipt of this complaint, our ServiceManager at Amherst reached out to ****************. Yesterday, a technician rode withMs. ****** and was able to duplicate and diagnosis the vehicle issue. A part wasordered and, in the spirit of customer service, the vehicle is being repairedtoday at no cost to ****************.

  
  Byrider and CNAC strive for customer satisfactionin all areas of our business. Byrider continues to stand behind the serviceagreement that is in place. **************** remains a valued customer and ************************* CNAC look forward to servicing her vehicle and account in the future.

  
  Sincerely,

  
  Byrider Customer Service

• Initial Complaint

  08/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 9th 2021 I went to JD Byrider in ****** ****. Gave them all the necessary information they needed. The sales person ***** whom I was working with told me they would be contacting me for an interview from headquarters about my approval etc I waited for about 15minutes and got no call, ***** proceeds than to tell me that they will not be calling me because they need $1,000 dollars down and than they will approve me. I worked very hard to save up the money for the down payment. Worked my days off, worked extra shifts. A little over a month passed and I went back into the dealership in ****** **** and I worked with ***** again. She than ran a new application since it was over a month and she assured me that was no big deal. She than told me a representative would be reaching out for the phone interview. I waited 20 minutes just to be told our credit scoring system has changed acted like she didnt know. Told me I scored under and denied. Was made lots of promises than lied too.

  

  Business response

  09/02/2021

  September 2, 2021
  
  In the case of *****************************, we have investigated the matterwith the full cooperation of the company-owned Byrider and CNAC. ********************* to you that he was denied financing and was misled.

  
  ZacharyFrancis applied for financing on July 10, 2021 at our company-owned Byrider inToledo, ****. The dealership has documented policiesand procedures surrounding the underwriting process that comply with allfederal laws and regulations. Unfortunately, CNAC was unable to extend an offerof credit and a Notice of Adverse Action letter was mailed to ******************.

  
  ****************** revisited the ****** dealership on August 13,2021 and CNAC was unable to extend credit. A Notice of Adverse Action letterwas mailed to ******************. The General Manager of the ****** Byrider hasattempted to reach out to ****************** to answer any questions he may have.

  
  Byrider and CNAC regret that they were unable to help ***************** at this time and apologize for any misunderstandings surrounding thefinancing process. Byrider and CNAC thank ****************** for the opportunity toserve him and wish the best in future endeavors.

   

*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. ↩