ComplaintsforJ.D. Byrider

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been trying to get the service department to fix the issues Ive been having with my vehicle. I purchased my car in February of this year (2024) and around about the same week my vehicle's engine light came on. I quickly contacted the service department, and the Mechanic specifically told me that sometimes the lights come on when the car sits on the lot which i knew was an excuse. After having my engine light on for days after i contacted Jd's , he told me to bring my car in. I took my car in and he stated there was a sensor that needed to be replaced on my car and that he would order the part. All while having an issue with the sensor for my vehicle I also had/have a tire on my car that has a leak and requires air to be put into it almost every time i drive my car. Even after stressing the situation no one offered to change my tire out as i requested. My car needed an oil change and i am aware that Jd's does oil changes for $50 , at the time of me needing to get my oil changed i stopped to the nearest center to get it done and the nice guys that did it advised me that none of my filters were changed by Jd's. The filters that were in my car was very filthy and dirty like they haven't been changed in months and they obviously weren't changed at the time i bought my vehicle. I have pictures of the filters that were in my car if needed for extra documentation. My car's engine light was still on so i called again to get it checked, i noticed a clicking sound when i back up and was advised when i took my car in for the engine problem it was my lower control arms. They never called me and advised me of what needed to be done with my car when i dropped it off. The same man that said he was ordering the part for my car is now saying i need 2 sensors for my engine and the control arms need to be fixed and will not be covered under warranty. he stated that because i have more miles on my car than the average person they cant fix it and i have to pay $674 out pocket.

  Business response

  05/22/2024

  In the case of Arlana *****, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider. Ms. ***** is upset with mechanical issues after her recent purchase.

  Ms. ***** purchased a 2018 Chevrolet Malibu on February 29, 2024 from the Byrider location on Beltline Boulevard in Columbia, SC. She also purchased a 24-month, 24,000-mile service contract, whichever comes first.

  Before making it available for sale, each Byrider vehicle undergoes an in-depth inspection and reconditioning process to ensure its functionality and reliability. Byrider's commitment to quality doesn't end there. We also provide a comprehensive optional service agreement with every vehicle we sell, giving our customers peace of mind knowing that they are protected against unexpected repairs or breakdowns. With our rigorous inspection and reconditioning process, Byrider ensures that each vehicle we offer is in good condition, providing our customers with the confidence and reliability they deserve on the road.

  After receiving this complaint, Byrider made an attempt to reach out to Ms. ***** but was unsuccessful. The phone number we have on record for her is not valid.
  Our records show that she visited our service department on March 5th, 2024, and informed us that the check engine light (CEL) had previously been on but had recently turned off. The service department inspected her vehicle but did not identify any existing issues. They did, however, adjust the tire pressure.

  On May 1st, 2024, Byrider assessed the matter and offered Ms. ***** an initial estimate of $646.55. This quote covered repairs for the driver's lower control arm and both cam sensors, neither of which are covered under the vehicle service contract. Consequently, Ms. ***** declined the proposed repairs.

  While we understand Ms. *****’s frustration with her recent purchase, her vehicle is covered by a service contract that Byrider will stand behind. Any eligible repairs will be covered. If she changes her mind and decides to proceed with the repairs, or if she requires any further assistance, we recommend that she contact Byrider Service at 803-748-9331.
  Byrider strives to achieve the satisfaction of every customer, and we apologize for any inconvenience. We value Ms. ***** as a customer and look forward to our continued relationship.

  Customer response

  05/22/2024

  I am rejecting this response because:
  
  I agree that I have not received a call due to the phone number which I’ve updated with you guys the day I brought my vehicle in , also I never declined any repairs I specifically stated that I didn’t have the funds to have the parts repaired. My issue is I should have been informed of having to come out a pocket for the repairs when I first brought it to you guys attention. I have been back and forth to the service department physically and on the phone over 5 times and not once was I told about a fee until the last time I brought it in. They stated the repair cost was $674 and not the price stated here on my complaint response. Again I am not declining repairs but I will say I am upset that I have to come out pocket for issues that I’ve been having since i purchased the vehicle. I don’t appreciate that I was lied to about the issue just to sweep the problem under the rug. As I stated in my first response I was told “my engine light was on because of it sitting on the lot” and then after me calling several times it’s now an issue with my sensors. If it’s actually not covered on the warranty that’s totally fine , so many things have been said to be throughout the whole time since I purchased this vehicle. I would appreciate if I’m being told the most accurate and truthful information being that you guys are a professional establishment. My new telephone number is 8037200605 as I updated with y’all the day I dropped my vehicle off to be looked at. I appreciate the response and wish to hear back from yall. Thanks 
  Sincerely,
  
  Arlana *****

  Business response

  05/23/2024

  We stand by our original response. If Ms. ***** would like to complete the recommended repairs or has additional concerns, she can contact our service department 803-748-9331 to schedule an appointment.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car on the April 5, 2024 first I was in the office since early afternoon until nine pm and April 8 I was at the dmv to file to get my disabled veteran tag when I was informed that the fmv no longer processed the license plate anymore It was to ve done through the mail so I returned to my seat to wait while my cousin took her permit test long story short police popped up at dmv I found out the car that was sold to me is stolen out of Georgia ended up driving home and parking the rest of the and all of the next day so that I could wait on a decision on whT would be done yesterday I called the dealership informed them of what is going on later yesterday I called back for like the third time that day and was I formed by Mr tremendously that richland county said that it was OK for me to drive again I tried to my sister and she looked up the Vin and what she sent states that the car is still registered to someone in Georgia a d also that jd byrider does not have the title I really want to my down payment back and they can have the car also but Mr tremendously informed me they do not do refunds but after the embarrassment of people waiting me having to talk to the police outside the dmv even ones pulling off the road just to be noisy and being lied to to and everything else by some workers at jd byrider I feel I deserve a refund I have all documents

  Business response

  04/11/2024

  In the case of Ms. Caredia **********, Complaint Number:21556340, we have investigated this matter with the franchise-owned Byrider. Ms. ********** is upset that her car was previously reported stolen.
  Ms ********** purchased a 2018 Hyundai Sonata on April 5, 2024 from the franchise-owned Byrider location on Beltline Boulevard in Columbia, South Carolina. 
  Byrider purchased the vehicle in January 2024 from Rawl's AA.  When Byrider received the title from the auction, they were unaware that the vehicle had previously been repossessed and reported as a stolen in Georgia.  Auctions are required to check that all titles are clear prior to sending them to new buyers.  Byrider had no knowledge that there was an issue with this vehicle's title prior to sale to Ms. **********.
  Once Byrider was made aware of Ms. **********’s situation, they promptly contacted the DMV, Police, and the auction to get this rectified quickly.  
  On April 9, 2024, Byrider confirmed with the local police that the stolen status had been cleared.  
  The franchise-owned Byrider apologizes for any inconvenience this may have caused Ms. **********; however, they cannot adhere to her request for a refund of her down payment or to be released from her contractual obligations. 
  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from this company last year. They sold me a car with bald tires so I had to replace those within the first few months. I was paying payments back to back of $267.75 for my car note bi-weekly. The car itself is overpriced for the year (2013). I pay my payments due diligently and inform the company of any payment schedule changes. When I got very sick, my job let me go and I had to switch my payment schedule. My account manager Kristy was informed every step of the way. This previous payment I was double charged and requested a discount to which I was told I would receive. I called a few days later to verify and was told there was "no record" of that on my account but that it would be noted. No such refund was done. I wasn't contacted about any issues with my account when my car was picked up from my residence. I then contacted them to ask and they told me my payments were 7 days late. That makes no sense because I was never informed. My account was charged 267.75 twice so my payment was made for the recent and previous week. I was then told pretty much that every conversation we ever had never happened. I was laughed at and called a liar. I was also told my payment was purposely processed twice even though I didn't authorize it. So my car was paid for and was still repossessed. I'm being harassed by an account manager who is just a nasty individual.

  Business response

  03/22/2024

  Regarding complaint number ********  for Kayla C*******, we have thoroughly investigated the matter with the cooperation of the franchise-owned Byrider.
  Kayla C******* purchased a 2013 Chevrolet Impala on February 25, 2023 from the Byrider location on Rivers Avenue in North Charleston, South Carolina. The vehicle is covered by a 24-month, 24,000-mile service contract.  The purchase is secured by a retail installment contract.  Ms. C******* defaulted on the retail installment contract when she failed to make the contractual payment. Upon receipt of the complaint, our office reached out to Ms. C******* and addressed her concerns. 
  At Byrider, customer satisfaction is our top priority. We understand the inconvenience experienced by Ms. C******* and appreciate her efforts in resolving her default. Ms. C******* remains a valued customer. 
  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Honda Pilot from this company about a month ago. I was helped by Rob, who went through a list of questions and employment verification. I was then told too speak to Misty with CNAC the finance company and told to tell her certain things so she would approve me. All through this process which started around 12 noon, and didn't end until 7 we are asking whatsbthe down payments monthly payments etc, but not getting any answers from Rob. I chose a car and was told to buy insurance, mind you this whole time I explained 1,100 down and I was told to bring that by rob before hand. I was there hours and hours, and finally after i purchased insurance and all that Rob brings the papers at the end showing a deffeed downpayment of 5,000 THIS WAS ALARMING I ASKED THIS WHOLE TIME WHY AT THE END ARE YOU BRINGING THIS UP. But at this point I've spent 300 on insurance and had the money orders. ROB then stated i would have until April to get the rest of the down payment covered so I signed & was fine. Immediately I start getting calls from CNAC about the other amounts owed. I gave money along and along to the tune of 1,700 still thinking I had until April. What ends up happening is Misty plays friend asking me to come talk to her about the down payment and ends up being a complete liar. They now have my car and over 2 thousand dollars. I was scammed and lied to and now im out of my money. Rob needs to be at fault, bc he is the one saying i had more time !!!!

  Business response

  03/07/2024

  In the case of Ms. Jazzmine M********* H****, Complaint Number: ********, we have investigated this matter with the franchise-owned Byrider.  Ms. H**** has expressed her dissatisfaction with our s**** process.
  Ms. H**** purchased a 2013 Honda Pilot on January 26, 2024 from the franchise-owned Byrider location on Beltline Boulevard in Columbia, South Carolina.  The vehicle is covered by a 24-month, 24,000 mile service contract, whichever occurs first.  
  Byrider has written policies and procedures that govern our s**** and underwriting processes.  The terms of the retail contract, including the down payment, payment amount, Annual Percentage Rate and total s**** price were disclosed prior to and during closing, both in writing and orally.  Ms. H**** signed a Retail Installment Contract which secures her purchase. She also signed a statement of understanding which reads “All down payment monies and/or trade vehicles are non-refundable after I have taken delivery of the vehicle”.   Ms. H**** was given adequate time to review all terms and conditions and signed the retail agreement freely. 
  Ms. H**** defaulted on her retail contract, and voluntarily surrendered her vehicle on March 1, 2024 after having used the vehicle for five weeks. Ms. H**** stated her living situation has changed and she was unable to make the agreed upon payments. We understand this was a difficult decision for Ms. H**** to make and CNAC has agreed to accept the vehicle back and release her from her contractual obligation. The account will be deleted from the credit reporting agencies; however we cannot adhere to her request to refund her payments.  
  Byrider strives to achieve the satisfaction of every customer. We sincerely regret any inconvenience that this process may have brought about and send our best wishes to Ms. H****. 
  
  

  Customer response

  03/08/2024

  Complaint: ********
  
  I am rejecting this response because: Rob told me in front of my sister that I had until the end of April to pay the remaining down payment. I would not have agreed to take the truck had he not that said I had that time to budget the rest of the amount. Brandy is very rude, and I am not talking to her. If Rob had not said that I had that longer amount of time to pay the car off then I would never have agreed to take the car. He needs to be in trouble for this NOT ME. 

  Something needs to be done.
  
  Sincerely,
  Jazzmine H****

  Business response

  03/11/2024

  We stand behind our original response.  All terms and conditions of the retail installment contract, including the down payment, payment amount, Annual Percentage Rate and total s**** price were disclosed prior to and during closing, both in writing and orally.  Ms. H**** was required to go through our closing process where an avatar explains each form in detail. Ms. H**** was given adequate time to review all terms and conditions prior to signing the retail agreement. 
  
  We are sorry we were not able to service Ms. H**** and sincerely regret any inconvenience that this process may have brought about.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 27th We dropped our vehicle off for services covered by our warranty. Some costs were out of pocket and placed on a payment plan. $1,250 out of pocket costs. The business committed to provide an alignment (usually not covered alone, UNLESS covered services were completed and the alignment is necessary as a result, which was the case). JD ByRider had our vehicle from that 1/27/24 to 2/29/24 - 32 whole days. They texted us on 2/20/24 that they were doing the alignment and everything else was being completed. Nine days later (2/29) we finally get to pick up the vehicle (which is two hours away) and there was no alignment. We drove it and slid all over the road in the rain. For whatever reason we barely have brakes as well. We feared for our lives trying to make it home. We tried to have the company complete our alignment as promised and they advised us to take it to "MARK'S," a whole other service company and that they would pay for it. However, Mark's was booked. The GM at ByRider told us, "Oh Well." Obviously that struck a nerve so I got heated stating I'm contacting a lawyer: services were promised and not completed. We just drove over 2 hours to get here to find it's not complete and cannot be completed. The GM proceeded laugh at me, mock me, and told me I'm a "punk kid" and need to "shut the fuck up." Now we are using the vehicle with our 4 children. It is our only mode of transportation. I fear for me and my children driving it. I need this alignment. I need brakes. I need the check engine light off. I need everything that was promised. At this point, I almost want an entirely different vehicle! I'm paying good money for a death trap when all I want and need is a safe, reliable mode of transportation for my family. This is ridiculous.

  Business response

  03/06/2024

  In the case of Mr. ******** ****, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Mr. **** is aggrieved by the mechanical difficulties he is experiencing with the vehicle.  
  Mr. **** purchased a 2011 Chevrolet Suburban on September 15, 2022 from the franchise-owned Byrider location on Rivers Avenue in North Charleston, South Carolina.  The vehicle is covered by a 36-month, 36,000 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.
  It appears that Mr. ****'s vehicle requires an alignment, which was recommended after his last service visit. It was suggested that he take the vehicle to Marks or another facility of his choice and Byrider will cover the cost of the alignment. However, Mr. **** has not yet had the alignment completed. Until the alignment is completed, the vehicle will continue to have drivability issues.
  Regarding the check engine light and brake concern, further diagnostics are needed, and the vehicle would need to be brought in for assessment. Brakes are a normal wear and tear part and are not a covered item under the vehicle service contract; therefore, this would be an out of pocket expense for Mr. ****.
  We apologize for any inconvenience and look forward to our continued relationship. 
  

  Customer response

  03/07/2024

  I am rejecting this response because:
  I have left an attachment of the conversation stating yall were sending my vehicle for the alignment and yall will let me know when it was ready. Over a week later yall said it was ready. I got there just to find out yall lied and it wasnt ready and it was up to me to finish the job. In what world is this ok. On top of that. Yall left the inside of my truck greasy and nasty. After 34 days i get my truck back. Incomplete. Missing 170 miles of my fuel. Broken head light. Damaged door panel buttons. Front brakes are grinding. They wasnt grinding when it went to yalls shop. And I was told that my gas Guage still isn't working properly smh. Then I'm met with the gm of the facility and he was rude. Beyond rude. He needs to be fired and something needs to be done. I want justice. And I will do what it takes to make sure justice is served. I have text and pictures and inspection results. Proving yalls lies.
  Sincerely,
  ******** ****

  Business response

  03/12/2024

  We apologize for the miscommunication on handling the alignment and have taken this opportunity to retrain our staff.  Per policy, Byrider does not handle the arrangement for alignments since an appointment must be made at a third party vendor (like Marks) and needs to be coordinated by the customer.  It was our intention to get the vehicle back to Mr. **** as quickly as possible. Until the alignment is completed, the vehicle may continue to have drivability issues.  Byrider will cover the cost of the alignment and Mr. **** can choose a facility closer to him. Once the appointment is scheduled, Mr. **** will need to speak with the service manager at Byrider to coordinate payment for the alignment. We have no knowledge of any damage to the vehicle while at our facility.  Our technicians take steps to ensure the vehicle is handled with care. If these items were damaged, Mr. **** should have brought it to our attention when he picked up the vehicle prior to removing it from the premises.  We understand that this process may have caused inconvenience, and we genuinely apologize for that. We hope to move forward with servicing the vehicle. 

  
  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Car is a lemon ..I can't ever get a loaner car I always have to figure out how I'm going to get around when car stops .just had car there a week ago they put bad fuel pump on and car stopped on me 4am in the cold.. trying to charge me 200 for towing. Now I think transmission gone not even a week later and they giving me the run around I don't want car I live too far to have a car breaking on me

  Business response

  02/28/2024

  Regarding complaint number ******** for Ms. Shakeka B****, we have thoroughly investigated the matter with the cooperation of the independently-owned Byrider. Ms. B**** is upset by the mechanical issues they are facing with their vehicle.
  Ms. B**** purchased a 2016 Ford Fusion on November 7, 2022 from the Byrider location on Boland Circle in North Charleston, SC. The vehicle is covered by a 36-month, 36,000-mile service contract. 
  
  It is understandable that encountering a service issue can be frustrating. However, it is important to recognize that a pre-owned vehicle, like any mechanical device with moving parts, necessitates regular maintenance and occasional repairs to maintain its functionality and longevity.
  In October 2023, Ms. B**** called in with complaints of the vehicle overheating.  We explained she needed to bring the vehicle in so we can diagnose the problem but she declined.
  On February 6th, Ms. B**** informed us over the phone that her vehicle had broken down and expressed her inability to cover the cost of towing it to the shop. We explained that we can arrange for the vehicle to be towed to the shop, but Ms. B**** would be responsible for the $200 towing fee. Upon arrival at the service center, the technician diagnosed the need to replace the fuel pump. Despite a recorded fuel pump replacement in July 2023, the component failed and needed replacement. Ms. B**** was informed that the part needed to be ordered before the work could be completed.  The work was completed under the service contract and at no charge to Ms. B****.   Despite the detailed explanations provided during the closing process, Ms. B**** expressed her dissatisfaction with the lack of loaner cars and the incurred towing expense. To demonstrate goodwill, the location extended Ms. B**** an interest-free mechanical service contract, providing her time to cover the $200 towing expense.
  On February 22nd, the automobile experienced a breakdown due to transmission issues. When it arrived at the repair shop, the  radiator was empty, devoid of any coolant, which could result in overheating and engine damage. A technician inspected the vehicle and estimated the cost of repairs at $4,300.  This information was relayed to Ms. B**** but she argued stating she shouldn’t have to pay for anything and demanding a new vehicle. Ms. B**** has driven the vehicle more than 46,000 miles and is responsible for maintenance and repairs. 
  While we are unable to honor the request to exchange the vehicle, at Byrider, customer satisfaction is our top priority. If she decides to proceed with the repairs, it's recommended that she gets in touch with Byrider Service..
  
  

  Customer response

  02/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was not informed of the cost of repairs... everyone was nasty I been speaking with . everyone says they'll call u back and nobody does..yes I'm frustrated about car breaking down again I've had like 3 or 4 cars from them..the last one a dodge charger they told me they inspected it and there were no issues not even a week I went out of town came back took car to them because I had to keep putting oil in car ..car had a bad oil leak they said good thing I came in cause I was gonna blow the motor .they sell lemons and they know it too..they have some CPI insurance they want you to get thru them so when ya car breaks down u can qualify for a loaner car but u have to be put on a list and etc..why would i pay regular car insurance plus this insurance with you'll cause you know car gonna break down .all the cars have high mileage.. customer service there sucks.. Bruce is good...he even said himself he wouldn't pay for this if it were him..still owing 9000 on a 2016 fusion that keeps having issues and has 221000 I got car at like 179000..engine and transmission gonna costs alot.. as far as them saying coolant was empty I had a coolant leak but I had coolant in my car so they probably drained it out trying to make it look like I did something to mess up engine or transmission..their cars are trash and they know it that's why they sell that other insurance..
  
  Sincerely,
  
  Shakeka B****

  Business response

  02/28/2024

  We maintain our original stance. Given that Ms. B**** has driven the vehicle more than 46,000 miles in 15 months, regular maintenance and repairs are to be expected. Ms. B**** has already exceeded the coverage provided by her service agreement, and is responsible for the repairs needed.   Ms. B**** should reach out to the Service Department to schedule an appointment if she chooses to move forward with the repairs.
  
  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 1st, 2023 I purchased a 2012 Chevy equinox. I have been back to the service department a total of 5x with September 15 making the 5th time. The car constantly cuts off. The car makes a clicking noise when driving and the car also putts now while holding the gas. The backup camera went out within the second week. I was told they don’t handle wiring issues. This is the third time this has occurred. Back in August they fixed the putting part and that was it. They always come back and say that it’s the catalytic converter. Even though this is being said they “never fix it”. I have watched them tell 10 other people the same thing. The service department is extremely nasty attitude wise. Today i have sat here from 8am- til 11 when they finally told me to come back at 12:30 and it will be seen asap. I come at 12:30 and at 1:50 i felt it was not looked at so I opened the service door and saw my car not being looked at. I was told sorry we were busy what do you want me to do? I have never had this car completely fixed since I have gotten it. I would really like to be released from contract with refund or be placed in another vehicle. The service warranty may cover issues but it doesn’t matter if the vehicle is never fixed appropriately. Each time I come here I sot at minimum 6 hrs and have partial work done.

  Business response

  09/22/2023

  In the case of ***** *****, Complaint Number: XXXX, 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 2012 Chevrolet Equinox on June 24, 2023 from the franchise-owned Byrider location on Beltline Boulevard in Columbia, South Carolina.  The vehicle is covered by a 36-month, 36,000 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.
  Upon receipt of this complaint, we reached out to Ms. *****. She expressed she continued to bring in her vehicle for the same issues of cutting off and a clicking noise and most recently the vehicle began to putt when accelerating. To date we have repaired 2 solenoids, the oil sending unit, and valve gasket cover. We have informed Ms. ***** her catalytic converter does need to be replaced; however, it is not covered by her service contract.
  Ms. ***** recently took her vehicle to Pepboys where they recommended CV axles and a tune up. Ms ***** did bring the vehicle in to us and we were able to confirm the vehicle did need CV axle(s). Ms. ***** declined to have her vehicle serviced at that time.
  We would encourage her to contact our service department at 803-748-9331 to schedule an appointment so we can complete the service work needed for Ms. *****. 
  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.  We look forward to our continued relationship.
  

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 25, 2023 JD Byrider picked up my car, a 2008 Lincoln town car, to be diagnosed and serviced and repaired. On August 11, 2023 I was told that the car was repaired and ready. I went in and made a payment to the financial office and another one to the service department. I got in the car and drove less than a mile and the car was worse than before. It took the a day and a half to pick my car up from off the side of the road. I have continuously paid the note. They have had my car for a total of three months. Jd byrider will not freeze my account being I have no car to get back and forth to work but they’re still expecting payment

  Business response

  09/14/2023

  In the case of ****** *****, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Mr. ***** is experiencing mechanical difficulties with the vehicle.  
  Mr. ***** purchased a 2008 Lincoln Town Car on March 2, 2022 from the franchise-owned Byrider location on Beltline Boulevard in Columbia, South Carolina.  The vehicle is covered by a 36-month, 36,000 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.
  CNAC is working hand in hand with the Byrider Service Department to resolve the issue. Unfortunately the electrical issue has been difficult to diagnose and Byrider made the decision on Tuesday, 09/05/23 to refer the vehicle to the Ford dealership for diagnostics. We worked diligently to find a Ford Dealership willing to take the referral for diagnostics of the electrical issue. Most area Ford dealerships refer older model vehicles to a certified repair shop. Byrider was able to deliver the vehicle to **** ***** ****, a certified Ford Dealership service center.  Unfortunately, they, like most dealerships, work by appointment and  have a two week wait list. They have advised us that if they have an opening, they will attempt to diagnose the vehicle sooner. 
  Byrider strives to achieve the satisfaction of every customer. We apologize for the frustration the mechanical issue has caused and we are committed to assisting Mr. ***** in resolving the issue as quickly as possible.

  Customer response

  09/20/2023

  I hate the matter is closed but I’m still being forced to pay a carnote on a car that I haven’t been in possession of for 3 months. My initial complaint asked that my car note be suspended until the car is fixed or if it is even determined that it could be fixed

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 5-18-23 started to have problems around I believe mid June took the car to the shop for engine light from that they told me it was a o2 sensor got back then took it back for problems with the car cutting off in mid traffic and not going forward or in reverse during they company Towed the car for repairs that week possibly ather the 6 15 week past I called they said they did not get approved for fixing the car yet nor have a loner available that they will let me know soon as they get one has been another week passing and I called they finally told me that they do have 2 loner cars but it's first come first serve and that there were 5 others before me for a loaner and repairs and that they still have not gotten approved for the part to fix the car so another week passed at that time I was struggling to go back and forth to work and had to call out due to lack of transportation and was also walking most of the time because Uber was taken out money needed for the car and food that week my family Said they couldn't do the travel anymore because they usually drop me off half way to catch a Uber mid town to make it cheaper for me so I could not make it to work much missed days of work and I told them this that the lack of transportation was hurting my job still no car lost my job went to the jd and told them what happened got my stuff out the car that was still not being fixed on and told them I could not make the payments any more because I lost my job due to lack of transportation they were like aww man sorry to here that it was two employees in the office at the time they asked did I tell billing I said no need if I told management you can do it then billing called for missed payment I told them what happened and said that they were never told what happened then I told them I have no problem in paying I just need a loner because I still wanted the car at the time then asked for my money back they said that that wasn't Possible and the company tried to have me sign a release contract saying that if I release the call my credit wouldn't not be hurt I told them I would get back to them that I was only there to retrieve my contract and recipients this would be August 9.23 at the time of that I also asked for my money back again they said again they could not do that. my payments were 250 plus 51 for there insurance so 301 a day early every two weeks no laps in payments dates 5/18 6/1 6/15 6/29 7/13 until lost of job I believe my loan was 1500 . All in all I just need my money back so I can possibly get another car it was a huge relief on my elderly aunts when I had my own transportation I was able to easily provide for my family again with less hardship of struggling to find rides please and thank you ******** ****.

  Business response

  08/16/2023

  In the case of ******** ****, 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 2017 Nissan Altima on May 18, 2023 from the franchise-owned Byrider location on Beltline Boulevard in Columbia, South Carolina.  The vehicle is covered by a 36-month, 36,000 mile service contract, whichever occurs first.  The purchase was secured by a Retail Installment Contract.
  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. Byrider will stand behind the service agreement, covering the cost of any eligible repairs.  Ms. **** indicated she did not want to move forward with servicing the vehicle. 
  Ms. **** reached out to CNAC on August 9, 2023 explaining that she had lost her job and was unable to afford the vehicle. Although we cannot adhere to her request to refund payments made; as a gesture of goodwill, CNAC offered to release Ms. **** from her contractual obligation.  Ms. **** declined this offer.
  
  
  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.  We look forward to our continued relationship.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started financing a car from Charleston, SC. Byrider in April 2022. A couple weeks after that the battery died and wouldn't take a jump. It took me 3 trips to the service department for them to have the problem fixed. I worked in Mt Pleasant at the time and lived in N. Charleston. So Within 1-3 months..the continued issues that the battery gave me resulted in me making the decision to leave a job I loved and was making great money at. So now my wallet takes a hit and my professional reputation as well. I found a job closer to my home. Within a year the transmission went out. Fine...no problem...it happens. But what didn't happen is that I didn't get a loaner car until maybe two days before mine was completed. They had my car for over 3 weeks( approximately) In that time I had to ride Uber, lyfts, and family. So that's Money for rides for 3 weeks and paying my car note...twice. Putting strain and stress in my life.Then the rental they gave me for two days or so was filthy and barely drove. It was running hot when I pulled in their parking lot to pick up my car. I ended up having to pay about 200 dollars too. Then 3 months later... transmission went out again. I'm Two weeks in now. The day before a payment was due. (It's important to know that I have never been late or missed a payment until this day.) I stopped the payment. I just made a payment because Cristy from CNAC threatened me and told me that they would send the part back if I didn't pay. So I overdraft my bank account and paid. I work 5 days a week and pay on average $17 each trip. For two weeks..Still no loaner car and another payment is due. How can I pay 446 a month while paying approximately 200 a week in rides? Do you really think this is good business? I'm so stressed out right now. Another payment due Friday. And car suppose to be fixed today. Wait on it. Christy is so rude over the phone. The emotional stress and financial stress that came with fixing the issues is unbearable. Pics of rental.

  Business response

  07/18/2023

  In the case of ******* ******, 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 2014 Chevrolet Malibu on April 25, 2022 from the franchise-owned Byrider location on Rivers Avenue in North Charleston, South Carolina.  The vehicle is covered by a 36-month, 36,000 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.
  Ms.****** was provided a loaner car as a courtesy, when the vehicle as in our service shop. This service is not covered by the service agreement but was done as a gesture of goodwill. 
  The repairs to Ms. ******'s vehicle were completed on July 13, 2023. Unfortunately, a check engine light came on shortly after she picked the vehicle up. The light indicated an electrical concern that was not related to the initial repairs. We have contracted a third party, ********** **** ********, to diagnose the problem. The vehicle was repaired and Ms. ****** picked it up on July 18. Byrider has worked in good faith to quickly resolve this issue. 
  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.  We look forward to our continued relationship.
  
  

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