ComplaintsforByrider

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my car about 5 months ago the first week that I got it it was having problems stopping in the middle of the street I took it to the original place that I bought it from and paid the service tech and told him everything that was wrong with it they were supposed to have had fixed it but I got the car back the next day worse off than when I first got it so I've been putting money into my car and it's been a month that I haven't been able to use my car but they keep on calling me for my payments and they're not ******* on my car I paid like $400 almost dollars trying to get it started it turns off in the middle of the streets I'm still it had a whole bunch of noises and stuff I pay on time and then when I asked them about when it's available they told me that it would take 7 to 15 business days and I'm spending money on Ubers and and bus rides to get to work when I have a car and they said that it's only one service tech serving *********** and the surrounding counties that's what the service woman told me that works there I just want a new car and I need my car right away because I've been going on a month I'm already paid for the car twice and I'm not in it and they seem not to care I've also had to pay tow truck the car was a lemon when I bought it and when I told them they said the law didn't apply please help I'm a single mother and I think they took advantage because I was looking for a car and they were closing down the location so they gave me the lemon car just to get rid of it off the lot and now I'm paying for it

  

  Business response

  09/20/2024

  In the case of *********************************, complaint number ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider. **************** is upset with repeated mechanical issues.
  
  **************** purchased a 2012 ******* Elantra on January 18, 2024, from the franchise-owned Byrider location on I-******** in ***********, **. The vehicle is covered by a 24-month, 24,000-mile limited warranty, whichever comes first. 
  
  Service records show that Ms. ******* vehicle has only been serviced once at our department since its purchase. The repairs completed addressed a faulty camshaft position sensor, crankshaft position sensor, and stabilizer link. The repairs were covered and **************** was only responsible for the $50 deductible.
  Upon receipt of this complaint, Byrider contacted **************** to address her concerns. The current issues involve a non-charging alternator and an internally defective battery that cannot hold a charge. While several items are not covered under her warranty, we assured her of our willingness to assist her in other ways. We clarified that we do not mark up the cost of parts required for non-covered repairs and proposed a labor rate of $79. Additionally, Byrider offered to share the repair costs to facilitate her return to the road. The estimated repair cost is $433. **************** agreed to contribute $150, with Byrider covering the remaining $283.
  
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience and value **************** as a customer. We look forward to our continued relationship.
  
  

  Customer response

  09/20/2024

  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

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have transaction from all the payment I just owed $5724.00 on a $for a **** escape 2011 and I purchased it 2022 I paid ****** biweekly emails she constantly threatens me that it was getting repo everyday Im emotionally distressed

  

  Business response

  09/04/2024

  In the case of *************************, complaint number ******** we have investigated this matter with the full cooperation of the franchise-owned CNAC. ************** is upset with her vehicle being repossessed.

  ************** purchased a 2011 **** Escape on October 22, 2022 from the franchise-owned Byrider on ************ in ***********, *** 
  ************** was recently notified for non-payment as our company does not offer a ***** period for payments. ************** defaulted on her retail contract, and her vehicle was repossessed on August 30, 2024. 

  It is crucial that ************** understands our policy that payments are expected on or before the due date, and we value clear communication in such matters. We kindly request ************** to contact us at her earliest convenience, as we are committed to finding a resolution and ensuring she can retain her vehicle.
  At CNAC, our goal is to provide the highest level of satisfaction to every customer. While we understand ****************** situation, she did default on her retail contract.
  

  
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They told is when we purchased the vehicle (2017 Jeep Cherokee) that the Air Conditioning) would get fixed. We had to make an appointment to go get it serviced at their service department, we did the first time. They said the problem was fixed, the very next day it stopped working again. We made another appointment to get it repaired again. I called them and ***** told us the ** was working fine and changed us $50 for basically doing nothing. The very next day it went out again. The ** turns on and off when it wants to. Sometimes it works and other times it doesn't. I needcthem to resolve this issues as they promised, without charging me everything I take my vehicle in for service.

  

  Business response

  08/14/2024

  Regarding complaint number ******** for Ms. ************************** we have thoroughly investigated the matter with the cooperation of the franchise-owned Byrider. **************** is dissatisfied by the mechanical service she received.
  **************** purchased a 2017 Jeep Cherokee on June 28, 2024 from the Byrider location on ************************ in ***********, **. The vehicle is covered by a 24-month, 24,000-mile limited warranty. 
  
  While it is understandable that dealing with service issues can be frustrating, a pre-owned vehicle, similar to any mechanical device, requires proper maintenance and occasional repairs to ensure performance and longevity.
  The vehicle came in for service on July 9th with complaints about the a/c not functioning.  The technician diagnosed the problem and found that the a/c was blowing hot and cold at random times but not consistently.    The blower motor resistor was replaced and covered under the limited warranty.  On July 30th, the vehicle came back in with complaints about the a/c not blowing and a check engine light being on.  The technician was able to diagnose the issues and get them corrected.  On July 31st, **************** picked up her vehicle from service.  The technician rode with her for a test drive and they determined everything was fine.  **************** was charged $50 for the diagnosis and the rest was covered under warranty.  This is the only out of pocket charge that **************** has been charged since purchasing the vehicle.
  At Byrider, customer satisfaction is our top priority. We sincerely apologize for any inconvenience you have experienced due to the issues. We highly value **************** as a  customer. We look forward to our continued relationship. 
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Good afternoon, last week a purchased a used car from a San Antonio dealership, they disclosed the things wrong. However in three business days Ive noticed (dents on the hood, interior rear driver door cant be opened from the inside, the door sensors are defective thus leaving a red light on my dash, theres 2 baseball sized cracks on the windshield, the right passenger tire has a hole in it, the trunk latch has to be pulled up, the ************** is saying no antenna, theres two open recalls from over 5 years ago, and I was only given a tank of gas on the day of purchase, the drivers side speakers are going out, the oil level and oil filter need to be changed) With all of these issues, I feel as if I was sold a vehicle that hadnt been touched or serviced in years... I would like a different vehicle or my Down Payment back, as I do not feel as if the dealership was 100% honest. I work a 9-6 job and cannot make it to and from work when my vehicle needs at least a few weeks to service. I do not have the time to take a car in for service after less than a week.

  

  Business response

  08/08/2024

  In the case of Mr. **************************** complaint number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider. ************** is upset with the mechanical issues that he has experienced since purchase.
  
  ************** purchased a 2010 **** Fusion on July 25, 2024, from the franchise-owned Byrider location on ************ in ***********, **. The vehicle is covered by a 24 month or ****** 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.
  
  Upon receipt of this complaint, Byrider reached out to ************** to address his concerns.  It is a business practice to only keep tank of gas in all the vehicles.  
  
  Sirius ******** is a service that is not provided by our company.  If ************** would like to purchase this service, he needs to contact Sirius XM.
  
  Byrider had scheduled the vehicle for a windshield replacement while it was still on the sales lot.  ************** purchased the vehicle before that was completed.  ************** was informed at the time of purchase that we would take care of that for him.  Byrider made arrangements with ************** to drop the vehicle off when it was convenient for him, and Byrider would get the windshield replaced and all ************** mechanical concerns addressed.  Byrider also reviewed with **************, that open recalls are handled by the manufacturer and he would need to contact a **** dealership to get those addressed.  
  
  After speaking with **************, he seemed pleased with the outcome of the conversation.  
  
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues may have caused ************** and we value him as a customer. We look forward to our continued relationship.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello my name is ************************* I bought a used car from this company in *********** called byrider, it is a dodge journey 2016 I havent even had the car one month and it keeps breaking down due to the car over heating losing coolant and then the engine not wanting to turn over , its happened 5 times already and they keep saying we will fix it, they make you pay for the tow truck and charge you a 80$ service fee each time , I try to call and get help and they never answer their voicemail is full , after the fifth time it happened I said cant we just swap it out and they told me this isnt ******* we cant just go oh heres your receipt you paid swap it out very bad customer service all the vehicles are in very poor condition for a very high price , theyre taking advantage of peoples situations over there and they need to be inspected and put to a stop!! Company - byrider ***************** - used auto sales I dont have much money and the car is nearly 30000$ Ive made all my payments on time and they dont want to help me get into a working car, please help me BBB I got a family and this company aint done nothing but made my struggle worse, please be able to help me

  

  Business response

  07/30/2024

  In the case of *****************************, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider. **************** is upset with mechanical issues.
  
  **************** purchased a 2016 Dodge Journey on May 29, 2024 from the franchise-owned Byrider location on ************************ located in ***********, **. The vehicle is covered by a 24-month, 24,000-mile limited warranty, whichever comes first. The purchase is secured by a retail contract.
  
  Service records show **************** has had his vehicle in our service department three times since the date of purchase. During these visits, he has not incurred any out-of-pocket expenses, except for towing charges. Its important to note that towing is not a covered expense under the limited warranty, which was reviewed and acknowledged during the closing process. 
  
  Upon receiving this complaint, Byrider promptly tried reaching out to **************** but was unsuccessful. We highly encourage **************** to contact the General Manager at ************ so we can resolve the issue.
  
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience and value **************** as a customer. We look forward to our continued relationship.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I previously filed a complaint on 05/06/2024 in regards to a 2015 Kia ****** that Byrider sold me, but did not have the title to which forced me to return the vehicle and get into something new - which led me to my current vehicle with them - a 2011 ***** Equinox. On May 13th, 2024 I went into Byrider and exchanged my last vehicle for the Equinox. Upon test driving the vehicle, the sales person, ****, told me that they check engine light WAS on but that it didnt affect the vehicle and a part had been ordered to fix it. The following day, 05/14/24 the service department called ME and stated they received a note stating the check engine light was on and asked if I had taken it to get looked at to see what the code was - even though I was told the service department was aware of it and it was being handled, to this date (07/21) the part has still not been placed and my car continues to shut off while driving.Despite all of this, thats still not the reason for my complaint. My plates expired on JULY 12th 2024. I have called a countless number of times BEFORE they expired to check the status of the plates and could not receive a response from them.I called again last Friday (07/19/24) and was told that even though I sent everything in to get a temp tag, they (Byrider) were told that the title company was unsure if they had the title to my vehicle and they could not issue out any temp tags. They then told me that if I get pulled over for expired plates to just tell the officers my car lot is working on it.Im extremely FED UP with this company and want my money back.

  

  Business response

  07/30/2024

  We apologize for the delay in processing the title for ********************************* vehicle. Unforeseen issues have arisen, but we are pleased to inform you that these have been resolved. The necessary title documents have been submitted, and ************ picked up her plates on Monday July 29th.
  In addition, we informed ************ we would like to address any mechanical problems she is currently facing as soon as possible and advised we could get her in as early as tomorrow. ************ stated she might have free time next week and promised to call us on Monday to confirm the most convenient day for her.
  
  

  Customer response

  07/30/2024

  Complaint: 22021318
  
  I am rejecting this response because:

  Byrider never called me to inform me the plates were ready for pickup. I called several times and it wasnt until I sent a request for a refund for everything I had paid towards the loan that I received a TEXT, yes, only a TEXT informing me that the plates came in.
  Their service department is a joke, they were never aware of the check engine light being on even though **** in sales told me before I test drove it that they were aware of the issue.
  It is not reasonable or fair that I be required to pay the same $20,000+ for a 2011 Chevrolet Equinox that was the same price as a much newer, nicer 2015 Kia ******************** general manager was incredibly rude when we previously spoke, and I have attached a photo that quotes what she told me in regards to getting put into this vehicle.
  The ONLY thing ***************** had to say to me the last time we spoke was I saw you filed a complaint with BBB. 
  I do NOT want to do business with Byrider, and currently have an ongoing investigation with TxDMV, Texas OAG, and a complaint with BBB.
  I have given Byrider the opportunity to accept this vehicle back in exchange for a full refund, if they do not I will be suing.
  Shame on Byrider for these issues! I drove around with EXPIRED plates for over two weeks, not one apology was offered.
  
  Regards,
  
  ***************************

  

  Business response

  08/07/2024

  We stand by our original response. We apologize for the delay in processing ************** title. However, that issue has already been resolved. We scheduled an appointment for August 8th to address her mechanical issues. ************ is advised to call ************ to confirm that appointment.

  Customer response

  08/07/2024

  Complaint: 22021318
  
  I am rejecting this response because:

  I strongly feel I need to be compensated for being forced to drive with expired plates for over 2 weeks.

  This is a huge issue that couldve got me into trouble with law enforcement.

  The service appointment was scheduled without my consent for tomorrow morning at 8am, I cannot make this appointment and have not been contacted otherwise.

  
  Regards,
  
  ***************************

  

  Business response

  08/20/2024

  We stand by our response. The delay of receiving the title was beyond Byriders control. Our policy does not provide any credits due to this delay. It is unfortunate ************ missed an appointment set for her on August 8th and we strongly recommend her to contact the ****************** to address important mechanical issues.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this company two years ago. Last year in October 2023 they told me I needed a new engine the reason they told me is that my engine was over heating. The coolant was backed up into the heating core or something like that. They put me on a payment plan for the new engine. A few months ago my car started doing the same thing. Exactly eight months later they tell me I need a new engine again for the same issue. Having to need an engine for the same issue isnt an engine problem its a mechanic issue. There is no way the same thing to happen within less than a year. Ive spoken to several mechanics and even the dodge dealership which my vehicle is a used dodge. I believe that the first engine wasnt a new engine as they told me or the mechanic that worked on it didnt change what was supposed to be changed.

  

  Business response

  07/15/2024

  Thank you for reaching out to Byrider.  This response is in reference to Complaint ID ******** where **************** concern is of the engine failure with her 2013 Dodge Journey.  After reviewing the this issues and with the full cooperation from Byrider, it was found **************** purchased a 2013 Dodge Journey on 1/21/2022.  After diagnosing ******************* vehicle on July 12, 2024, vehicle was found overheating due to heater hose assembly had failed and caused a coolant leak which led to the vehicle overheating. Upon further inspection, technician found that engine combustion gases were coming out of the radiator indicating an internal engine failure.  Since **************** had an engine replaced in October 2023, which the service department reviewed for possible warranty. Unfortunately, due to mileage,engine was no longer under warranty.  Because this is an important matter,Byrider will continue communication with **************** for an immediate resolution. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  06/27/2024 for the last four years i have never been late.on my payment even if i had to borrow. cnac/jdbyrider has representive themselves last payment was the first time i was late. theyre representive had mention putting the payment at the end of the note. i paid $200 dollars to them in good faith but went back on theyre word. infact she go and theyre doors closedt into my personal situation. they need to investigated

  

  Business response

  07/11/2024

  Hello and thank you for reaching out to your finance company, CNAC.  In response to BBB Complaint ID ********, consumer is requesting assistance while facing hardship.  With the full cooperation of CNAC, it was found ******************** payment history is in good standing up until June of 2024.  To better serve **************** and to prevent further ************* damages, CNAC has agreed to assist **************** with his July payments along with all other future payments.  Since this is an important matter, CNAC has sent out a set of documents for ******************** signature.  At this time, it is vital that all requested documents are returned and signed to CNAC to prevent any further negative reporting to all three credit bureaus.  Thank you

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got my engine replaced and they broke my ac

  

  Business response

  07/11/2024

  Hello and thank you for your patience.  This response is in reference to Complaint ID ******** in which Mr. ************* states after engine was replaced, A/C was inoperable.  With the full cooperation from Byrider, it was found ****************** vehicle was brought in for Service on January 29, 2024 and found the engine to be inoperable.  After a diagnostic test was ran,  found the motor needing to be replaced.  *********** was under was inoperable at the time of arrival, A/C issues could not have been identified. Fortunately, motor was under warranty and the total cost for ****************** was $50.  After the engine was replace, ****************** did find the A/C was not working and Provided an estimate for ****************** in the amount of $250 which was declined by ******************.  Thank you

  Customer response

  07/11/2024

  Complaint: 21870562
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************. I drove the car to car lot and my ac was working very good ,took them whole month for engine to get replaced I would call them everyday about the status of my car , they replaced the engine with no oil and coolant.. they probably upset because I kept bugging the manager at the service department,  was very rude and not professional at all ... 

  

  Business response

  07/23/2024

  We stand behind our original response.  The engine was inoperable at the time that it came in for service.  Testing was done to determine that the engine would need to be replaced.  The A/C was not touched while performing the engine work.  When it was brought to our attention we did diagnose the issue and explained to ****************** that this is not a covered warranty item and provided an estimate of $250.   We are more than happy to assist ****************** with this repair but he will need to contact our service department at *************.
  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been having problems since I did my purchase with them. They call over 3x a day on the due date. Sent 3x text messages to my phone, and they sent 2 emails on the date my car payment is due. It doesnt even be late and this is done all on the due date. The contact is over the normal limits a collect agency is to even contact you. The problem I have is the company is refusing to take a payment on my loan. They have locked the website so I can not pay using my debit card online. They have locked the phone payment system as well. Not allowing me to pay my loan so they can collect more interest and fees by the payment being more late. This is a normal options to all paying customers that of the company. Then I brought to there attention the website has a major error also with trying to add a new debit card on there website. The debit card system dates only list expired years explain; the dates listed on the site are 2021 2022 2023 2024. I asked why do they have expired dates as an option, and was provided no type of feedback. My card expired 2028. So therefore I cant even add my card into the system to pay, if I dont do all this before 6pm. Then I cant pay using my card payment. I have advised this company not everyone works a regular 95 job some people work nights, and when I wake up from working a 12hr night shift I cant even payment my car loan because they are limited normal options that should be available to every customer per the contract I signed with this car loan. Then the account manger thats assigned to my account is very rude and nasty and unprofessional has no customer service skills are at all. I called and tried to pay my loan, and she refused the payment on the phone, I asked to speak with a manger and she refused to get one on the phone, she said she was the manger and I could only speak with her about my account, which is not the case, because I called and got a manger on the phone right after I got off with her.

  

  Business response

  06/17/2024

  Thank you for reaching out to your vehicle's Finance Company.  This response is in reference to Complaint ID ******** where ************************** concern is having online payment availability and the amount of text message sent to her.  After reviewing ************************** account and with the full cooperation from CNAC, it was found ********************** payment history on her Contractual and Insurance affected her ability to pay online. It is the consumer's responsibility to have either full coverage insurance or make payments towards her ******************************* provided by CNAC.  If CPI payments are not included with her Contractual payments made online, system may be inoperable. Please note that the text messages are conveniently sent on the due dates as a reminder,  and/or sent in an effort of reaching the consumer to resolve current account statuses.  Since there are no late payments accepted by CNAC, communication is heavily encouraged. CNAC knows Life has a tendency to throw us surprises which is why it is important to stay on track. Thank you again for reaching out to CNAC, where we strive to continue to service you.

   

   

*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. ↩