ComplaintsforByrider

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’ve been leasing a 2010 ***** ***** ******* *** from Byrider since I believe 12/2019, and every since I’ve had the car I’ve made multiple repairs on the car and not little repair’s, ever time ive contact them about a repairs that needed to be made I’ve got told it’s not covered and I would have to pay out of pocket to get it repaired which I have been doing, note the lease I have say it’s a 3 years lease but yet here I still have payments that need to be made til June of 2023, now after making all these repairs on the car the engine is now making a knocking noise and it’s unable to be driven due to now needed a new engine, I’ve called Byrider and they said there was nothing they can do because my (3) year lease is up, I can make my remaining payments and then they can look at it and I will have to pay them out of pocket for the repair, my point is the whole (3) years I’ve done every repair on this car and nothing was covered and now after my (3) years my engine goes and all they want is the remaining balance which is $1692.59, I don’t feel I should have to pay the remaining balance after all the money I already put into this car and now it’s just sitting unable to be driven until I can replace the engine.

  

  Business response

  05/09/2023

  In the case of Mr. *******, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Ms. ******* is aggrieved by the mechanical difficulties she is experiencing with the vehicle.   Ms. ******* purchased a 2010 ***** ***** ******* on July 15, 2019 from the franchise-owned Byrider location on Central Avenue in Albany, New York.  The vehicle is covered by a 36-month, 36,000 mile service contract, whichever occurs first.   Upon receipt of this complaint we attempted to contact Ms. ******* unsuccessfully. To date Ms. ******* has not had her vehicle in for service with us. As a gesture of goodwill we have waived the remaining balance on Ms. *******’s account and are reporting it to as paid in full to the credit reporting agencies. Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value Ms. ******* as a customer.   

  Customer response

  05/11/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ****** ***** * *******)

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car got stuck in park in a bank parking lot. I have been unable to contact the company to service the vehicle. I have left voicemails and have not gotten a return call.

  

  Business response

  01/19/2023

  The dealership has been hit with a waive of Covid and is temporarily closed. We apologize for any inconvenience the issues have caused, and have reached out to Ms. ****** to arrange to have her vehicle towed to the service department.  
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from this company 10/23/21 - the same night I got the car my check engine light came on. Due to it being a Saturday the business was closed Sunday so I called and left a message to get the car looked at. After no response I did go to the business in person and the mechanic said it was an issue with the valve cover gasket which they wanted to charge me for but the financing manager waived it . I asked the manager if they can take the car back since it came with engine problems and she told me no but if the car kept having issues they can look into replacements. Shortly after the car was flooded with issues - I took it to a mechanic who showed me that the spark plugs were never replaced due to them being rusted . I tried to get an estimate on the car which is way below what I am paying . I would like for them to take the car back and waive some or all of the balance . Now the car is overheating makes it dangerous to drive . I called the service center 09/12 and gotten no return call per usual .

  

  Business response

  01/03/2023

  In the case of ******** ******, we have investigated this matter with the full cooperation of the franchise-owned Byrider. Ms, ****** is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  Ms. ****** purchased a 2014 Chevrolet Cruze on October 23, 2021 from the franchise-owned Byrider location on Central Avenue in Albany, New York.  The vehicle is covered by a 36-month, 36,000 mile limited warranty, 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. Service records indicate Ms. ****** has been in service twice since purchasing the vehicle. Most recently, on August 11, 2022 when an oxygen sensor and coil pack were replaced.  The Oxygen sensor was a warranty claim. The coil pack was not.  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value Ms. ****** as a customer.  If she is having ongoing issues she should contact the dealership to set a service appointment. We look forward to our continued relationship.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2014 ***** **** on june 13 at the Albany Ny JD Byder franchise. On july 3 the check engine light came on. The facility was closed on july 4 for the holiday so i made contact with harold in the service dept on jul 5. He asked me to go to ******** and had the code read. I did so It is code p106b. The car was kept overnight and harold told me he tightened a wire and added oil. On july 6 i picked up the car and the light came back on. I went to ******** and had the code read Same code p106b. Called service and was told to bring it back in. It was left overnight and the mechanic said he changed the viscosity of the oil. And on my way home once again the light came on again. Same code was showing. I spoke to the manager chris w**** on saturday july 9th and i expressed my concern. He told me to bring it back in. On monday july 11 i brought it back in. I called the service department which by the way never answers the phone all calls go into voicemail. I tried to get ahold of the general manager by the spell by name directory but that doesnt work. I spoke with service on tuesday am and was told by darrel in service that a solenoid pack was ordered. I called service at 955 on wednesday morning to check on the status of my repair and left another voice message. Darrell called me back and told me he needed to order a special tool.honversations with chris w**** that if it couldnt be fixed by his technicians that it be taken to ****** garage on central where they have specialized diagnostic equipment and mechanics who have worked on these cars before. He told me that if his technicians couldnt fix it that idea would be explored. I am requested that my car be diagnosed and repaired by a third party. This is their third attempt at fixing it needs a ***** or chrysler dealership to diagnose and repair this vehicle. He also said he has to.order a special tool. I discussed a third party repair with him and he said he would get back to me.

  

  Business response

  07/15/2022

  In the case of ********* *******, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Ms. ******* is dissatisfied with the mechanical issues she is experiencing with the vehicle.  Ms. ******* purchased a 2014 ***** **** on June 13, 2022  from the franchise-owned Byrider on Central Avenue in Albany, New York.  The vehicle is covered by a 36-month, 36,000 mile warranty, whichever occurs first.  The franchise-owned Byrider has honored the terms of the warranty and has acted in good faith to resolve the mechanical issues.  The technicians in the service department assessed and worked on the vehicle but ultimately determined that the vehicle would need to be sent to a dealership for more specialized diagnostics and repairs.  The vehicle was sent to the dealership on July 14, 2022, and it is currently being worked on there.    The franchise-owned Byrider apologizes for the inconvenience this has caused Ms. ******* and remains committed to honoring the warranty and reaching a resolution.  

  Customer response

  07/18/2022

  Better Business Bureau:i have reviewd this matter with general matter mr w**** and he did infact take my 2014 ***** **** to a ***** dealership and agreed that all charges incurred by this dealership will be paid for by the dealership. Further on that same day i asked if they had a rental as my car will not be worked on for at the very least 7 to 10 days. I received a call from the finance manager on that same day that the franchise would pay my august payment so i would be able to rent a car. I am very satisfied with this resolution and appreciate the way Ryder supports their customers and stand by their cars. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ********* *******

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in September 2021, i purchased a ****** ***** under a finance company **** through JD Byrider. Within a couple of weeks of having the vehicle while i was driving i discovered that the speed would start to drop in the middle of me driving; such as being in a 65 mph and the speed would drop to 30 immediately. I brought the car to get checked after 2 weeks of having the vehicle and the mechanic stated they say no issue and it happened again to bring it in. About 2 months later around December the issue started to increase simultaneously and the check engine light came on. At that time I had a a mechanic and ******* auto parts run the code which was for a transmission circuit and scheduled to come in again. This time the JD BYRIDER mechanic stated that it was my transmission and i had to drop my car off with NO RENTAL given and a new transmission would be replaced. They had my car for 4 days and i have paperwork which states that a new transmission was installed. Now, May 2022 while driving with my children in the vehicle i had to swerve off the road quickly due to my the speed dropping on the thruway; the codes state its a transmission problem again, I have spoke to the service and sales manager who have stated that there is no trade in policy and the only thing they can do is continue to try and keep replacing the transmission. This is such an inconvenience to my life and unsafe for family and I. Please help me if you can even if there's any legal actions i can take to trading the car in or giving it back and not being obligated to owe on a vehicle that is not properly working from a reoccurring issue that has been addressed 4 times.

  

  Business response

  05/20/2022

  In the case of ******* *******, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Ms. ******* is aggrieved at mechanical issues she is experiencing with her vehicle.  Ms. ******* purchased a 2012 ****** ***** on August 12, 2021 from the franchise-owned Byrider location on Central Avenue in Albany, New York.  The vehicle is covered by a 36-month, 36,000 mile warranty, whichever occurs first.  The franchise-owned Byrider has acted in good faith to resolve Ms. *******’s issues and to honor the warranty.  Ms. ******* has been in service one time since taking ownership of the vehicle, and the costs of this repair were covered under her warranty.  Records show that Ms. ******* only had to pay her $25 deductible towards the repair.  The franchise-owned location has discussed the recent issues with Ms. ******* and advised her to bring the vehicle in for diagnosis.  In order to determine the best course of action moving forward, the vehicle will need to first be assessed.Byrider strives for the satisfaction of every customer. The franchise-owned location apologizes for the inconvenience this has caused and stands ready to assist Ms. ******* with a resolution.  

  Customer response

  05/23/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ******* *******  Hello, this does not resolve my issue in any shape or form. Jd Byrider has been completely unprofessional and not helping at all. I purchased my vehicle in August 2021, after 2 weeks of having my vehicle i noticed in the middle of me driving i would lose speed. I then contacted the service line which i have my phone logs and told them of the issue but did in fact state that there were no lights on and the one of the service staff informed that it may be hard to resolve the issue without any lights to narrow/indicate the problem. I did not bring the car in due to lack of speed not being consistent, towards the beginning of Sept the lack of speed started to be too consistent and unsafe for me to drive on the road. At that time i contacted Jd Byrider who said the earliest convenience they could service my car was Oct 14th 2021 which even from the date of informing them that was about another month out. That morning i brought my car in and sat for approximately 2 hours, Darryl the service manager inspected my vehicle and at this time again there was no light on anymore indicating that it was the transmission due to the light going on and off. He stated that he wasn't able to find anything wrong with the vehicle and that if the issue reoccurred i could bring it back in. Even though this was very frustrating I left. Now, in February upon tryin to drive 3 hrs away, my vehicle completely dropped to a speed of 15mph in a 65 leaving me no choice but to pull over. It seemed as though when i would let the car "cool off" for a hour or so i was able to atleast gain back speed of 40 mph and get home slowly but surely. The next day i immediately contacted Jd Byrider and they made a service appt to get me in for the beginning of March. Since the previous encounter where nothing was done i started to do my own research and got the codes run by a mechanic and ******* autoparts which i have documentation of as well. In march i brought the vehicle in it was serviced for 4 days and i was told that a new transmission had been installed. The car seemed to run smooth until May 12th 2022. i once gain tried to go 2 hrs away with my children in the car an had to swerve off the thruway because the speed dropped drastically which almost lead to us getting into a car accident where police came but no incident was reported due to noone getting hurt. Upon returning i immediately contacted Jd Byrider frustrated asking them how many times is the "transmission" going to be worked on or changed before i can either trade out the vehicle for a safe working 1 or give it back & forgiven for the rest of the loan. At this meeting which was via phone and in person on May 18th i spoke t the finance manager Zafia , general manger Chris, and service manger darryl who all stated different stories. They were of no help and the general manager i quote stated that since im under warranty they wouldn't trade it in they would just keep replacing the transmission how ever many times they needed to. At this time since i knew i'd be reaching out for assistance regarding this i asked  for documentation of all the visits i had encountered concerning this vehicle. Darryl informed me that they only give out service receipts when the vehicle is actually serviced so there wasnt 1 for the date of 10/14 due to the car only being looked at. He also informed me that usually when the car is even just looked at as a courtesy to the costumers if nothing is found wrong they input it in the system as a no show so they can waive the $25 fee. That was nothing that i was informed on on that actual day that he had waived the fee. While talking to Zafia i asked if I could get a written statement stating thats whats what happened from Darryl and then when i went back he said he wasnt documenting anything & was going to talk to his manager 1st. After talking to his manager after he had already confirmed that the fee was waived, the general manager stated that I can bring the car in to get looked at again which i have scheduled for June 2022, and that they werent obligated to show me any records or make any statements because i wasnt owed that. The only thing im obligated to get is the service receipt; I would like to include that Zafia and Darryl had previously stated that there was a note in the system that i was texted for a reminder appt on 10/13/2021. I have documentation to support all these conversations, this is extremely frustrating and unprofessional. I just would like some type of resolution to have a safe & reliable vehicle for my children and I, this is completely an inconvenience to my life that no considerate accommodation nor is any rental options available while my car is serviced. I mean how many times should i have to bring in the same vehicle for the same continuous issue. Please assist if you can, would be greatly appreciated!

  

  Business response

  05/25/2022

  The franchise-owned Byrider stands behind the details provided in the original response.   Ms. ******* has a service appointment set for June 10, 2022 to have the vehicle evaluated.  She was provided with the option to drop the vehicle off for it to be worked on as soon as availability allowed for it, but she opted to set up the appointment in June.  The franchise-owned Byrider will not speculate as to what repairs will be needed until their technicians have a chance to perform diagnostics on the vehicle.  We recognize that mechanical issues can be frustrating, and we apologize for any inconvenience this has caused Ms. *******.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: January 28th, 2022 Transaction: 2011 ******* ****** *** Cost: 13,300 (22k with APR) Problems: 1) Car was given to me with pins and bolts missing out of the rear calliper on my driver side brakes. The car was passed for inspection but that was a major flaw seeing as the brakes could have failed in the snow storms this month. 2) this type of car has a recall on it regarding starting on fire due to the break fluid dripping on the ABS block. I was not aware of this prior to purchase. 3) Car flashes ABS, Brake, and Traction light, which shows an issue with the coding in the abs module. Car was told it was safe when i brought it in (before finding brake issue) after repeatedly hitting my brakes. Told me to call the next day and never responded back. 4) APR issue. There is a video of me digning the paperwork but there is no show of my apr on my paperwork and it is an apr of 24.

  

  Business response

  02/23/2022

  Ms **** bought a 2011 ******* ****** VIN ***************** from Byrider on 1/28/2022.  As with all of our vehicles Ms ****’s car is covered by our 36 month or 36,000 mile whichever comes first limited warranty.  If Ms **** is having service issues we’ll be happy to help, and would ask her to please contact our Service Department ###-###-#### to schedule an appointment.In Response to Ms ****’s Complaints:Brakes – We’d like the opportunity to have the vehicle here to check over the brake system.Recall – While there is a current recall for Brake Fluid Leaks on Some ******* models, they do not apply to Ms ****’s vehicle.  Recalls are VIN specific, and a check today on the National Highway Traffic Safety Administration website for the VIN listed above shows no open recalls.  No recall was disclosed because none are applicable.Codes - If the vehicle has fault codes, please call service for an appointment to have the necessary repairs completed.APR - The APR for Ms ****’s Retail Installment Contract is on the front page in the Truth in Lending Disclosure section.  We can furnish Ms **** with another copy of the contract if she would like.We appreciate Ms ****’s business, apologize for any difficulties she’s experiencing and will help get the issues resolved as quickly as possible.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my car from J.D. Byrider on/around June 15, 2020. Within 3 weeks of owning the car a previous repair that was completed on the front bumper broke, to which I had it repaired. Since then I have had to replace a muffler (on or around November 26, 2020) and at that same time a light came on, check engine, no VSC. I had it checked out by an independent source (who changed the muffler) stating the evaporative canister is going freezing which is why I lose control of the car. Quoted $400 to repair (not covered by warranty), then in August of 2021 the alternator and battery died, I had it towed to the Byrider location which they repaired the alternator and battery but returned it to me with a squealing serpentine belt, I call them but never received a call back, the service manager who was genuinely trying to help asked why I didn't call then, and the reality is, why would I take it back to a place that messed it up and gave it back in such a condition? Today I contacted them to see if they would repair it since it was working properly then and the lights relating to the evaporative canister had came back on, and there was a leak in my trunk. I was notified that none of these were covered under warranty and the earliest they could have it checked out was 12/9. I have no choice but to now pay out of pocket on a vehicle that by their standards (trade-in value) is worth the same amount as the repairs will cost me. This is after ensuring they are paid while I was unemployed and not receiving unemployment, which do not be late on your payments. I will never forget the sales person (James) telling me "We know our cars aren't great and overpriced, but you come here because you won't get approved anywhere else." I should have ran for the hills as I have been consistently repairing items on this vehicle.

  

  Business response

  11/19/2021

  M ****** purchased a 2010 ****** ******* from Byrider on June 16th, 2020.  In the 17 months she's owned the vehicle, our service records indicate that the vehicle was here for service one time, and the total out of pocket service expenses here for Ms ****** have been $25.  As with any vehicle, there are sometimes mechanical issues.  To help with this, we include a 36 month, 36,000 miles limited warranty with each vehicle sold.  Ms ****** has a service appointment scheduled for 12/9/21.  We'll be happy to address her concerns during that appointment.  Any items needing repair that are covered by the warranty will be repaired for the $25 deductible, non warranty work is done at preferred rates for our customers of parts at cost, no mark up, and labor at a rate roughly half the going rate in the market.  If there are issues with the vehicle, we'll be happy to help.  We're sorry for her inconvenience and look forward to resolving her concerns.

  Customer response

  12/08/2021

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, ******* ****** I do not accept your response. I have attached photos of the car that was sold and the pictures do not begin to show the extent of damage as I was only allowed to attach 2 photos. I was not notified the car was in a previous accident, to which there are missing airbags, upon purchasing which now has lead to significant rusting and leaks throughout which is not covered by your warranty. Please do not patronize me as I have stated multiple times I will not return to a service facility that will not warranty their own "discount" labor and parts and choose to ignore that the serpentine belt was broken while my vehicle was in there for repair. The fact of the matter is the ONLY time I had brought my vehicle in for service (mind you an alternator and a battery being defunct in little over a year is shocking in and of itself) it was released to me with the repairs listed, still being necessary, without any discussion whatsoever. You took your money and that was all that mattered which has been shown in each message you send in addition to the way your finance department demeans and belittles your customers. You do not stand behind your vehicles and hide behind your VERY limited warranty. I understand that pre-owned vehicles need routine repairs and maintenance, but how do you justify a car being sold like this?  The car is over 10 years old which I expect repairs to be needed, but it was sold to me with knowledge of said repairs and instead took advantage of the situation. You do not care for anyone's safety to let a vehicle leave your lot in such a manner and to say you do is laughable at best. Please reconsider refunding me as we both know this is unacceptable.

  

  Business response

  12/21/2021

  Attached are:1.  The Airbag Disclosure2.   The Byrider Supplemental Limited Warranty3.   The Vehicle History Report Customer Acknowledgment and Agreement All signed by Ms ****** during the closing of the sale. We work to achieve the satisfaction of every customer but, 18 months after the purchase, we are unable to adhere to Ms. ******’s request for a refund, or contract cancellation; however, it is our intention to stand behind the limited warranty. 

*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. ↩