Complaints

• Initial Complaint

  03/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So I brought my car July 15,2023 at Jd byrider in Euclid oh they guy who help me purchase the car was amazing he had the time and patience due to the fact I had to bring my two boys along (5 and 1) at the time, but let’s talk about the guy Damien that works in CNAC he’s so disrespectful he will call you harassing you about your car payment if you don’t pay it by 8am he called me yelling cussing and threatening me saying “All I have to say to you is better bring your car payment by 6pm or I’ll will come to your residence myself and pick up your vehicle” I did go back and forth with him because he had the right customer that will not let him talk to me crazy! Another time the 1st fell on a Sunday, so I paid my car note that Friday which on my back account it showed I paid it early but that money they was trying to process my payment again but do it o keep my card lock for safety reasons they payment got declined which I wasn’t sure why they was taking additional amount of money out and I paid it early fast for Damien decided to text me saying I better pay my note I kindly called up there and had a few words with him. I spoke to the manager that’s above him when he seen that I made the payment that Friday and wasn’t sure why Damien was calling me. Damien is very rude and disrespectful to women but when a male approaches him he talk to them like he have some respect. Remind you the text messages was coming from his personal phone because he have an iPhone and I have an iPhone as well so I knew he was texting me off his personal phone because his manager didn’t know Damien was texting me until I said something.

  Business response

  04/01/2024

  
  In the case of ******* *****, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC.   Ms. ***** is dissatisfied with the servicing of her account.
  
  Ms. *****  purchased a 2011 Ford Fusion from our Byrider location in Euclid, OH on July 14, 2023. The purchase included a 24 month, 24,000 mile limited warranty.  
  CNAC has written policies and procedures in place that govern the collection process and ensure adherence to all federal, state, and local regulations.  
  Account and call records show that on March 28, 2024 that Ms ***** called the office and requested to put a service bill on the back of her CNAC installment contract. The account representative advised Ms. ***** that is not an option and Ms. ***** disconnected the call. CNAC does have programs to help with a mechanical bill but was not given the opportunity to review these options with Ms. *****. 
  At CNAC, we strive to achieve the highest level of satisfaction with every customer.  We apologize for any miscommunication and have reassigned a new account manager to Ms. *****. She should reach out to Tracey should she have any questions.
  
  
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing this complaint on behalf of my father, ****** *******. My father is 91 years old, and not familiar with computers. I have also taken over his finances, due to his age and memory. This is when i discovered, the JD Byrider has been charging my father a CPI fee, which is basically added insurance for the uninsured. They have been charging our father $104/month for CPI, and he has always had full coverage. He purchase the car in September of 2019. We contacted the company in September of this year, about the over charge. The charge was not on his October bill. Our family has been with State Farm for decades. Our agents name is: Arleen M*********, the phone # ************. Our agent will verify, that he had insurance for the time period, that he was charged the CPI. I sincerely hope, that was an accident, and that it wasn’t a company trying to take advantage of an elderly man, who wouldn’t thing to ask, or know what CPI is. We are seeking the CPI payments be applied the remaining loan amount, and the balance refunded to our father

  Business response

  11/02/2023

  In the case of Mr. ****** ******, Complaint Number:********, we have investigated this matter with the company-owned CNAC.  Ms. ***** ******* claims her father Mr. ****** ******* has had full coverage insurance since he purchased his vehicle.  
  

  Mr. ******* purchased a 2009 Hyundai Sonata on September 21, 2019.  Full coverage insurance was not provided at time of purchase, so he was automatically enrolled in Collateral Protection Insurance.  Mr. ******* was instructed that if he provided proof of full coverage insurance, the CPI insurance would be canceled.
  

  Upon receipt of this complaint, CNAC reached out to State Farm and confirmed Mr. ******* had liability only coverage from September 24, 2019 until September 22, 2023.  
  

  If Mr. ******* is able to provide proof of full coverage insurance from September 24, 2019 until September 22, 2023, we will be more than happy to refund his Collateral Protection payments on the account.  
  

  CNAC strives to achieve the satisfaction of every customer and we look forward to our continued relationship.
  

  
  

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2013 ******** *** on 7/9/2022. On 7/20/2022 i had this vehicle back at ******* for a coolant leak and overheating. i called to check on my vehicle on 7/22/2022 they stated that the vehicle was not over heating but the found a broken lower coolant hose clamp and replace it. I called service many times stating that there was issues with the vehicle shifting and grinding noise on driver side. They had me drop off an sated nothing took my vehicle to an auto repair shop lorain auto had him inspect the clunking noise . Upon inspection my vehicle needs all of the engine and trasmission mounts. I called the service department they said its not covered. I could only afford to get one done so i paid 132.99 to have the Transmission Torque mount replace. In October 2022 Check engine light came on code P0128 Thermostat rationality. I live in lorain ohio 40 min away from the dealer ship. My auto repair shop out here inspected my vehicle and the thermostat, and the housing had to be replaced. Lorain auto contacted service at JD ******* let them know what was wrong with my vehicle and they agreed to pay Lorain auto to do the repairs. In febrauary 2023 i noticed a vibration from my exhaust took it to Lorain auto they inpected i need to have my exhast replaced. While inspecting it there was an oil leak found i made an appointment with to drop my car off to have them look at it. They stated that there were no leaks found but a very light seep of oil is leaking but did nothing. also had them inspect the ongoing clunking nose going in gear, they replace passanger side cv axle, wheel bearing and the engine mounts. when i got my car back it shakes horribly on the highway. i called reported it to the they said bring it back. i had lorain auto inspect it and it needs a driver wheel bearing thy have calld jd ******* to see if they can get the approval to replace the wheel bearing since it is covered on warranty. No one has called back or returned my call. I live 40 min awa

  Business response

  03/30/2023

  In the case of ******** *****a, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned *******.  Ms. ****** is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  

  
  Ms. ****** purchased a 2013 ******** *** on July 9, 2022 from the franchise-owned ******* location on ****** ****** ** ******* ****.  The vehicle is covered by a 24-month, 24,000 mile 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.

  
  Ms. ****** has brought her vehicle in once recently. On February 9, 2023, the work was completed, no exhaust leak was found, and it was explained at that time a small accumulation of oil does not require a repair at this time. March 3, 2023,  Ms. ****** called and informed our service department she had a shake in her front end due to issues with the tires according to the other shop. Tires are not covered by the warranty, and they may need to be balanced. She agreed to have her own mechanic look at it.

  
  We have not been contacted since that time by Ms. ****** or another shop regarding her vehicle. We are willing to accommodate her request for another shop to complete her wheel bearings. The warranty would pay $136.36 minus her deductible of $25.00, we would be able to pay her shop the $111.36 towards the wheel bearing. We ask Ms. ****** have the shop where she would like the work to be done to contact us.

  
  ******* strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value Ms. ****** as a customer.  We look forward to our continued relationship.
  

  
  

*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. ↩