Complaints

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:08/13/2024

  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.

  Purchased a vehicle and they don&#**;t have the title for it. I bought it back in May, and since then they have not given me my title. I have had expired tags for about 2 months and I needed to get them done. When I went to the **** they told me they could not title the car since there is a lien from ******* according to ***. I have been talking with them about the situation, but apparently it isn&#**;t their fault but rather the person they get the vehicle form them. They should be in possession of the title when they sold it. As a result I have been pulled over about 3 times and I have spoken with them multiple times (I still have the document from the *** stating that I haven&#**;t gotten he title yet). The dealer is saying its out of his hands, and that its nothing he can do dealing with this kind of situation for the first time.

  

  Business Response

  Date: 08/20/2024

  In the case of Mr. ************************** complaint number 22136561, we have investigated this matter with the full cooperation of the franchise-owned Byrider. ****************** is dissatisfied with a titling issue.
  
  ****************** purchased a 2015 Jeep Patriot on May 31, 2024, from our Byrider location in ********, ***
  
  At the time of sale, Byrider possessed a legitimate title for the vehicle. However, it was only when ****************** approached the Department of Motor Vehicles (DMV) to register the vehicle that the existence of a hidden lien was discovered. Byrider diligently attempted to collaborate with the wholesaler to resolve this issue, yet their efforts proved unsuccessful. Therefore, Byrider has made the decision provide ****************** with a different vehicle. 
  
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the title issues may have caused, and we value ****************** as a customer.  We look forward to our continued relationship.

• Initial Complaint

  Date:07/22/2024

  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 had asked for this to be fixed since the first week of purchase. A year later it got fixed. Oil has ran into the rest of my engine for a year. Transmission was low on fluid 6 months ago but **** said it was just low. No problem now I'm 1000 miles from warranty being up and Transmission is bad. Was told would be in the shop Thurs with a loaner and now told Monday. Warranty will be up with so many problems left with this vehicle. I've been begging for a year to fix it all

  

  Business Response

  Date: 08/07/2024

  Regarding Complaint Number ******** for ***********************************, we have thoroughly investigated *************************************** complaint with the cooperation of the franchise-owned Byrider. ******************** has expressed dissatisfaction with the mechanical service she received.

  
  ******************** purchased a 2013 **** Escape on May 6, 2023, from the Byrider location in ********, ********. The vehicle is covered by a 48-month/48,000-mile service contract, whichever comes first.
  

   

  At Byrider, each vehicle undergoes a thorough inspection and reconditioning process to ensure its functionality and reliability before sale. This process is intended to provide our customers with confidence and peace of mind. The *************** Contract further protects against unexpected repairs or breakdowns.
  While dealing with service issues can be frustrating, it's important to remember that pre-owned vehicles, like all mechanical devices with numerous moving parts, require regular maintenanceincluding fluid checks, scheduled oil changes, and occasional repairsto ensure optimal performance and longevity. Neglecting recommended maintenance can lead to excessive wear and potential part failures.
  

   

  Ms. ********* vehicle history is included below for clarity.
  

   

  May 6, 2023: Vehicle purchased at ****** miles.
  

   

  June 15, 2023: Service appointment at ******* miles. ******************** reported that the vehicle was shaking and the key light was on. The ****************** programmed the key and replaced a damaged tire.
  

   

  September 17, 2023: Service appointment at ******* miles. A wheel bearing was replaced under warranty. A diagnostic for the water pump was completed, with repairs performed on October 2, 2023.
  

   

  October 16, 2023: Service appointment at ******* miles. As a goodwill gesture and no out-of-pocket cost to ********************, we addressed a coolant leak by replacing the heater core and cooler lines.
  

   

  January 15, 2024: Service appointment at ******* miles. During cold weather, the coolant bottle cracked due to ******************** adding water, instead of anti-freeze, to the reservoir, requiring a complete coolant flush. ******************** paid $142.51.
  

   

  April 4, 2024: Service appointment at ******* miles. The ****************** addressed an oil leak by replacing the valve cover gasket and cleaning the intake system. The Service Tech discovered low transmission fluid, and ******************** paid the deductible.
  

   

  June 25, 2024: Service appointment at ******* miles. ******************** requested an oil change with synthetic oil before a trip to *******. The service tech noticed a stored transmission code and informed ******************** that additional time was needed to assess the transmission code issue. Despite this, ******************** chose to continue her trip. She later reported that the transmission fault code reappeared, but after further discussion, decided it was running well. She proceeded with her trip to **************
  

   

  Recently, ******************** expressed a desire to trade in her vehicle for a new one due to ongoing mechanical issues. She was upset when informed that trading for a new vehicle was not feasible at that time. After leaving the dealership, she was contacted again and asked if her transmission was still acting up. She said it was only acting up when going over 70MPH. ******************** also said her personal mechanic advised that the vehicle was going to fail after her Warranty expired, and she requested a new vehicle again.
  Byrider has adhered 100% to the warranty terms and assisted with goodwill expenses to minimize Ms. ********* repair costs. It is important to note that ******************** has driven over ****** miles in just 14 months and, on multiple occasions, was unable to bring the vehicle in for service as requested.
  

   

  Last week, we offered to inspect the spark plugs and properly diagnose the transmission issue. We also proposed providing a loaner vehicle if she could not bring her vehicle in by Monday, July 29.
  August 5, 2024. Service visit. Mileage *******. The Byrider Service Tech found a broken active grill shutter allowing less than 50% airflow to the radiator and transmission cooler and likely causing or contributing to the overheating of the vehicle. The Service Tech reported that the outside grill is cracked due to hitting something.
  
  
  We need ******************** to approve/authorize an hour of labor to see if the spark plugs are seized in the engine, if they are, the overheating likely could have caused them to seize. If not, we would recommend new spark plugs. We are waiting on the cost of the electronic grille shutter from our supplier.  It is approximately a 3-hour job to replace. Once we get that price, we will call ******************** and get approval for the spark plugs and the grille shutter replacement.
  
  
  At Byrider, customer satisfaction is our top priority. We apologize for any inconvenience ******************** has experienced and greatly value her as a customer. We look forward to continuing our relationship
  

  
  

  Customer Answer

  Date: 08/11/2024

  Several times I have taken my car in to the byrider shop to get fixed since the first week I bought this $18000 vehicle. I was always told they found the problem but would have to come back to have it fixed. It cost $50 each trip I came in along with a range of missing work which cost me anywhere from $200 a day to $500 a day depending on whether I was driving for Amazon that day or painting houses for myself making closer to the $500 a day range. I have been asking to trade in the vehicle for something that was in better shape and actually closer to being worth what I was paying. $18000... I have the text with dates to prove that.  The reason the good faith work was done is because everytime byrider touched my car it messed up more and I through a fit that time. I was stranded on the side of the road in the winter due to **** telling me he was going to have his mechanic give me coolant to top it off after "fixing" it. I asked the mechanic and he said he didn't have any to give me and to add water. He's the mechanic not me. I should have never had to top it off in the first place. I will provide proof of **** contradicting his response in this complaint. I asked for months to get all the oil leaks fixed. I finally started throwing a fit around January ( proof provided) about them always putting me off and never even looked at the oil issue. They finally for the first time looked and fixed the issue. That's after the oil ran in the rest of my engine since I bought it. I smelled the oil and seen all the leaks.  They just ignored that complaint altogether til I threw a fit.  **** told me it was going to cost me $350  plus labor to get the shutter guard fixed and now I read he was waiting on the pricing. He was suppose to have a loner July 22nd which he stated while being recorded by the corporate office. He doesn't actually get me 1 until the following Wed july 29th. He knew I was at the end of my warranty having 1000 miles left. He finally got the vehicle in having only 400 miles til the end of the warranty. The vehicle set there for 6 days not being looked at per ****'s words. Then 2 days later called told me my transmission was fine and they had to order the $350 shutter guard. He said the particle test in the transmission was fine and the fluid was fine. After that I told him I had my transmission fluid checked before I put it in byriders shop and it was low. The next day picking up the car I put my voice recorder on. He said they never checked the fluid but the particle test was fine. You can't run that test without messing with the fluid. My coolant was low and needed topped off. No reason they should have had that apart. Along with it only had 200 miles left til warranty was up. I told him I will be taking it to another shop this coming weekend to get tested. There's also velcro between a s**** and tank. They refuse to address that ******. I don't want this death trap and they refuse to actually help. 

  Customer Answer

  Date: 08/19/2024

  I sent the response to the last response of Byrider. There's no way this should be closed. Do I need to open another complaint?

  Customer Answer

  Date: 08/19/2024

  Byrider had my car for 8 days and did nothing but drive it and tear up my lower control arms. They fixed nothing and tried to get me to bring it back to fix. I took it to another mechanic and paid to have it looked at. Pulled more codes than what Byrider said there was. Now I have to pay alot to fix the lower arms and transmission. 

  

  Business Response

  Date: 09/02/2024

  We stated in our previous response that we offered to inspect the spark plugs and properly diagnose the transmission issue. We also proposed providing a loaner vehicle if she could not bring her vehicle in by Monday, July 29.  Byrider followed through on this commitment.  Ms. ******** picked a loaner vehicle up on July 31. 2024 while her vehicle was being diagnosed.  Byrider found stored codes for the transmission.  The vehicle was test driven and although no transmission issues were found, the technician did identify that the grille shutter was closed.  Upon closer inspection, the grille shutter appeared damaged (possibly by road debris).  The Grille Shutter is an important component which could affect the engines overall performance.
  
  Ms. ******** was provided with a quote for the replacement of the grille shutter ($350 for the part plus 3 hours labor for a total of $515) and spark plug replacement. These repairs would not be covered under her vehicle service contract.  Ms ******** declined these repairs.  
  
  Ms. ******** returned the loaner and picked her vehicle up on August 8, 2024.  Ms. ******** was not happy with our diagnosis so she took the vehicle to a third party facility.  Attached to her complaint is an invoice from the third party shop for diagnostics.  It appears they found the same stored codes for the transmission and that the control arms need to be replaced.  It does not appear that she was provided with an estimate for these repairs.  
  
  When Ms. ******** spoke to service after the diagnoses from the third party facility, Byrider informed Ms. ******** that we would be able to assist with the replacement of the control arms since they would be covered under the part warranty.  Ms. ******** stated that she was not interested and did not want to bring the vehicle back to our shop.  
  
  At all times Byrider has stood behind our service agreement in an effort to resolve Ms. ********* concerns.

  Customer Answer

  Date: 09/04/2024

  No one ever offered to pay for anything considering my warranty was up at that time which was the entire problem in the first place. No one gave me any paperwork on the last visit. All they said is that it was going to cost me over 300 for the shutter part plus labor. No one ever reached out to me after I took the paper from wicked wrench into them asking for them to help with it.  They told me there was Nothing they could do. I would like for cameras to be checked if they say they gave me any paperwork at all.  Warranty was up. That is shown on the wicked wrench paperwork. Once again they are lying.  Please ask for camera footage. They did absolutely Nothing to help

   

  Customer Answer

  Date: 09/06/2024

  Complaint: 22027011
  
  I have reviewed the business' response and am rejecting it because:
  
  They were dishonest several times throughout this process and now I have sent in a recording showing nothing was even talked about being fixed under warranty. Control arms weren't even talked about. I found out later that they were broke. They said they offered to fix them under warranty in their response but I didn't find out they were broke til 1 week later when I had another day off to get it into wicked wrench and my warranty was up. This vehicle even has velcro holding a bolt. I should not be paying 17 grand for this car
  
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 09/10/2024

  Ms. ********* did not raise the concern regarding the control arm on her service visit, without concern, it was not inspected. When advised that an outside shop noted an issue with the control arm, she was advised via our latest response to her BBB complaint that the control arm may be covered under the service agreement.  Ms. ********* declined the repairs Byrider advised were needed on her initial visit. Since then she has refused to bring the vehicle in or communicate directly with the service department.  Byrider cannot assess the vehicle or repair it under the service agreement if Ms. ********* refuses to communicate or make the vehicle accessible to service. We ask that she contact service and schedule an appointment so her concerns can be addressed.
  

  Customer Answer

  Date: 12/10/2024

  12/10/24 JM: Left a message to return a call. 

  Customer Answer

  Date: 12/11/2024

  12/10/24 JM: Left Message for ********* ******** to return a call to me regarding her complaint. 

  12/11/24 JM: Spoke with ********* ******** and she has requested for us to close this complaint as she has had her vehicle repaired and if she needed us in the future she will contact us.  She appreciate all of the effort we gave trying to get this resolved. 

• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to this company to purchase a car, they then said that I would need a co-signer, my daughter agreed to do it, they then requested for more references, which we didn't have. The salesman stated he would purchase insurance on his credit card but I would have to pay him cash. I paid $500.00 down payment and $120.00. I never was given any paperwork for the insurance. After it was all said and done, we did not have enough documentation to purchase the car, so they refunded my $500.00, but refused to refund the $120.00 I gave them for the insurance. This turned out to be a huge waste of time and money.

  

  Business Response

  Date: 12/01/2022

  Ms. ***** did come in to purchase a vehicle with her daughter.  The deal was approved but Ms. ***** daughter refused to provide a few personal references as required by the finance company that approved their loan.  Ms. ***** needed to pay to upgrade her insurance before we closed the deal.  She only had cash so she gave it to a her SP who used his card to help her secure the insurance.  After all this was done, the daughter refused to provide the required references.  The insurance company would not refund the card for the SP after the transaction was done.  If Ms. ***** can get her insurance company to credit the card back the amount that was spent, she will be refunded that amount.