Complaints

This profile includes complaints for Byrider's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Byrider

  3216 SW Military Dr San Antonio, TX 78211-3618

• 

  Byrider

  6226 Bandera Rd San Antonio, TX 78238-1630

• 

  Byrider

  11150 N Interstate 35 San Antonio, TX 78233-5707

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Got my engine replaced and they broke my ac

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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.

   

   

• Initial Complaint

  Date:05/06/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2015 Kia ****** in February of this year from Byrider at **************** in ************** 78211.Ive had no issues with the vehicle itself (aside from it being stolen last month, but retrieved with minimal damage).The staff has also been excellent, however in April the paper tags expired. I called to see if the plates were in, they werent, so I was given a 30 day permit.Today they called me and told me that they do not have the title to my car and cannot sell me the car (AFTER having it since February), and asked me to bring it in and see about getting me into something else.The options I were given were horrendous. A 2011 Kia ***** 2012 Dodge Avenger or 2014 ***** Sonic.I was told I could not look at or get into any other cars on the lot and a refund is absolutely not an option.Many of the questions I had for the sales person he stated he could not answer and were questions for finance, but I was not given the opportunity to ask finance my questions despite asking to speak to someone in finance.Very upset that I am not being allowed a refund or the opportunity to get into something comparable.At this point (05/03/2024) I have paid $3,019.14 towards this car not including the insurance and am extremely disappointed in this car lot.

  Business Response

  Date: 05/15/2024

  In the case of *******************************, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider.  ************ filed a complaint regarding titling issues she has experienced.
  
  ************ purchased a 2015 Kia ****** on February 16, 2024 from the franchise-owned Byrider location on ****************** Drive located in ***********, ***  The purchase is secured by a retail contract.
  
  Byrider experienced unforeseen problems when they attempted to title the vehicle to ************.  To avoid further delays,  Byrider proposed a vehicle exchange in order to resolve the issue. *************** vehicle was exchanged for a Chevrolet Equinox.
  
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the title issues may have caused, and we value ************ as a customer.  We look forward to our continued relationship.

  Customer Answer

  Date: 07/22/2024

  Complaint: 21665206
  
  I am rejecting this response because:

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First off, The cars Byrider sells are collected by a 3rd party company off the side of the road & delivered to the Byrider lot. They have zero information on previous owners or quality of the car. They dont inspect them either. They sell them straight off the lot the day of delivery, After a mechanic installs tracking software that gives them exact location of your ***************** driven once its in your possession.I purchased a 2012 ****** juke from them back in September of 2023 and Ive already paid ***** into the car. A month later I had issues with the car not accelerating speed and stalling to take off. Come to find out that the transmission went out. Im still covered under warranty so I had tried to get it service multiple times but according to staff they had been backed up and didnt know when my car would be repaired: they gave me an appointment for January 15. Unfortunately my car went out 6 days prior to the service date. January 9th is when the car stalled. Byrider had my car in their possession since January. After calling and getting the run around since day one, I finally received my car back today 3/5/24. I paid ****** dollars just to get the car back in another hazardous and dangerous condition. The whole harness is exposed from having disconnect and reconnect wires to do repair's. My horn dont honk and air bags dont deploy. I did speak to a manager, she claims they are not responsible for the damages or condition it was returned in. I feel and believe they should not be in business taking advantage of people who are in desire need of a car and leaving them in a worst situation just to take our money. I really hope something can come out of this because I know Im not the only one going through this, Im just the only one willing to proceed with action and speak up to file complaints.

  Business Response

  Date: 03/12/2024

  In the case of *******************************, Complaint ID ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider and CNAC. It was found **************** purchased and financed a 2012 ****** Juke on August 28, 2023.  After purchased, mechanical issues arose and vehicle was towed in from the side of a road.  With this unscheduled tow-in, ****************** was able to inspect vehicle and found unit to have a transmission issue. Once work was approved by ****************, a transmission was ordered, which was coming from out of state and unfortunately took longer than expected.  Upon receiving transmission, it was found the *** was not included with transmission and was ordered as well. The entire time, Management team were fully transparent with **************** and **************** understood. It is important to remind ****************, that a GPS is generally install in all our vehicles and in many cases help police officials find the vehicle quickly. This repair service was under warranty which customer paid only the deductible of $50 plus $62.70 for service fees.  It is unfortunate that sometime between vehicle was on the side of the road and service being completed at Byrider, radio was stolen.   A replacement radio was offered at customer's expense but was declined.  Please note, Byrider strives to exceed customer's expectations and work hard to help consumers stay on the road. We truly apologize for any inconvenience and look forward to our continued business relations.  Thank you

  Customer Answer

  Date: 03/16/2024

  Complaint: 21392070
  
  I am rejecting this response because: that is not accurate. They did not offer me a replacement radio. They wanted me to make a police report when clearly my radio was not stolen it was just snipped because their mechanics couldnt reconnect any electrical wiring after installing the *** thats why they claimed someone try to steal just to cover up their doing. Also they are claiming that it was vandalized when being towed off the road is inaccurate because I waited and took pictures with the car while I waited for their wrecker services to pick up my car and was communicative with them from point A to b about the car. They never made it on time and my car was impounded because they failed to get there in a timely manner. They are going to say anything to cover up for their business but I do not agree with their response because they were never communicative, I waited weeks, 2 months for them to repair my car just to get it back in poor condition where the radio does not work the horn dont work, and air bags dont deploy. I almost got hit by someone coming into my lane and couldnt even honk to warn the other driver, thats scary and unacceptable that they sent me off in my car in the condition it was in. Overall, I just feel like they are a janky business taking advantage of people. They dont care, all they care about is getting their money wether the car is running or not. Then when reported they do the best they can to cover their business which keeps them in business. Sadly Im not satisfied with the outcome and the way they handle business. 

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

  Business Response

  Date: 05/14/2024

  Hi ****************, in further researching for Complaint ID ********, we found your account statuses has changed.  To further discuss your options, please contact CNAC at your earliest convenience.  

• Initial Complaint

  Date:03/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to this Dealership in hopes to find a reliable & affordable car like they advertise on the site & call holding voice automated system. They refused to do a trade in with a fully paid off 2013 car; ****** miles with title in hand because the title was AZ not TX. I was the only customer there @ 2pm yet everyone who came in after me was services & out the door before me. I didn't leave till after 830pm when they close at 6pm. They ended up selling me a 2016 *** *** with ****** miles requiring full coverage. What they failed to disclose is that no insurance company will fully insure a *** older than 2020-2022 due to high theft rates making it impossible to get insured full coverage within the 10 day required period. I purchased the *** *** on 2/24/2024, paid $2000 down through a last chance finance company CNAC (which I didn't know was a last chance company & do not need that kind of assistance because I have a decent credit score of 630) ....& the next day the engine light goes on. I took the car to check the code @ Autozone and the P0420 code pops up (Catalytic Converter) coincidentally not covered under warranty and was not signaled while test driving a car in a ***** minute time frame. I was promised a fully serviced and checked car; that wasn't the case. They offered to waive the $50 service fee to look at the car themselves & if it was a converter issue I would pay OOP d/t not being under warranty. I was able to return the car without affecting my credit but the car release form words the document in a way where it seems I couldn't make payment and I have a REPO. I asked for documents showing I voluntarily returned the car and was told they have no paperwork in regards to that to offer me. They refused to refund me because I signed a contract. I feel this is fraud, false advertising, and scammed out of my money for a car that again had the engine light come on the day after my purchase & I returned back to the dealer within less than a week of my purchase.

  Business Response

  Date: 03/11/2024

  This response is based on Complaint# ******** where ************************ concern was of a mechanical issue after purchasing a 2016 Kia **** Mechanical concern consisted of a catalytic converter.  After reviewing account and with the full cooperation of Byrider and management team, it was found that ******************** purchased a 2016 Kia *** on February 24th, 2024.  After purchasing vehicle, Ms. ******** priced around for full coverage insurance and found cost would be too high to insure or insurance company would not insure due to high risk.  While customer had possession of the vehicle, check engine light came on and found it was the catalytic converter.  At this time, customer contacted ****************** and found it was not covered under warranty.  Since customer had just purchased vehicle, **********************'s ****************** offered to repair at no cost to Ms. ********.  At this time, ******************** decided not keep the vehicle and was released from any further obligation to Byrider and CNAC.  Due to the timing of this return and use of the vehicle, CNAC will not be reporting account to all three credit bureaus nor will a down payment refund be granted. We apologize for any inconvenience this may have cause and we regret losing our customer.  Thank you

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OK I purchased the car and March *********************************************************************************************************************************************** so that was a few module that was replaced then the car continued to overheat randomly different. Things were changed and fixed, but then again still continue to overheat They replace O2 sensors. They replaced the thermostat about a month ago now which is in January **** now the car again overheated its been nothing but issues of overheating since I purchased a car in March 2023 which they continue to say that they fixed but never did the car overheated. I pulled off the freeway we replaced the hose refilled it with the coolant got back on the road. It overheated again we pulled off the freeway at that point , we said forget it Im not going to attempt to drive the vehicle. We had a tow truck pick it up paid $300 out-of-pocket because were unable to get a call back from JD Byrider on ************ in *********** which is the JD Byrider I purchased a car from well then They finally called me back three days later told me that they were going to send a tow truck to pick it up a tow truck picked it up took it in the vehicle was gone for 3 1/2 weeks during the 3 1/2 weeks. I made three payments they turn on and told me that they were going to fix the overheating issue and that because it overheated so many times throughout the time period that I had the vehicle the engine blew so they quote replace the engine told me it was brand new. It was not a brand new engine since I got the vehicle back the day, I pick it up the next day to check engine light comes on Took the vehicle back they claim they fixed it. I picked it back up a week later check engine light went on again. Took it back in a few days later again picked it up next day check engine light came on within the time. 2 1/2 weeks. Ive had the car back into the shop five different times now that the engine has been replaced and called they say is running good, but yet I smell burning oil , they broke my half which made me pay for because its not covered under the warranty. They are making me replace the Cadillac converter which is also not under warranty, but was destroyed because of the engine blowing and the oil going through the Cadillac converter Ive had **** know how many times now numerous or two sensors replaced During the time they had the vehicle it being there for 3 1/2 weeks. Theres a scratch all along the right hand side of my vehicle, which was never there prior to them picking my car up is numerous things that have to be repaired on this car and Im getting nowhere with them. All I wanna do is either have them fix it out of their out-of-pocket, instead of me, continuously having to pay different things on this vehicle to get fixed , theyre not doing they want me to pay for it OK well then trade me another vehicle because this vehicle is just the check engine light keeps coming on they fix it check engine light comes on very next day they fix it check engine light comes on very next day after I pick it up Im just getting to the point where Im very frustrated with JD Byrider on ************ and *********** *****. They just feel like they dont have to do anything to make their customers happy but yet they want to make sure I make the payments every two weeks Fix the car or give me another one for the same price that Im currently paying for this car, a car that they damaged please help me

  Customer Answer

  Date: 02/12/2024

  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

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put down payment and financing a vehicle 2015 **** fiesta since September of 2022. December 2022 it had transmission light so it was in shop which they call it service. December 2023 transmission light came on again. So its it went back to shop. When I got return the engine light got on. Byrider coming I have to pay additional 800 to take it out shop. The payment on car 250 every two weeks.

  Business Response

  Date: 01/30/2024

  Hello and thank you for reaching out to Byrider in ***********.  This is a response for Complaint ID ******** in which *********************** concern of the transmission repairs received and cost for her vehicle repairs.  After reviewing complaint, we found ************** purchased a 2015 **** Fiesta on September 10th, 2022 and on a biweekly payment of $202.92.  In December 2022, transmission was found to be under warranty with a $50 deductible which ************** paid.  In December 2023, tires were found to be unsafe and were approved for the price of $250 to include mount and balancing. At this time, vehicle is in service for stalling.  Because this is an urgent matter, please contact your ****************** Manager for assistance as soon as possible and know that Byrider strives to exceed customer's expectation and work hard to present consumer with the best labor and part prices. 

  Customer Answer

  Date: 02/03/2024

  Complaint: 21204658
  
  I am rejecting this response because: I been contacting service theirs no communication. May I remind the company I'm either going to school or work and always busy to go on bus because I lived across town to go in person. And there's constant issue with the car. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 02/08/2024

  Hello ************** and thank you for letting Byrider know of the customer service you received.  Please know that we will address this on your behalf.  In many cases, vehicle service issues can be a huge inconvenience for us all.  Time taken to repair a vehicle can be long due to  shop and parts availability.  Byrider strives to exceeds customer expectations.  Feel free to contact service department for any further assistance.  Thank you

  Customer Answer

  Date: 03/14/2024

  Complaint: 21204658
  
  I am rejecting this response because: I called service they don't answer and wait voicemail its say its full to leave a voicemail. If Byrider strives to exceeds customer expectations they wouldn't have sold me car knowing it was bad condition yet to have me riding around with at one point knowing it was unsafe. The mechanics don't fully do a full expectation before I drive off. Now I have to come up with money I don't to have for a part (Catalytic converter)  supposedly not cover by warranty. I not be able get that part because lately I been spending money for payments and times been in shop in order take the car out of shop. The car been in and out shop since Nov 2023. If this was reliable car like advertise say it wouldn't be in shop majority of time. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 03/26/2024

  Hello **************. We apologize for any inconvenience you have experience, unfortunately mechanical issues arise with minimal warnings at times.  Because this is of an urgent matter, please know that ****************** has completed their service on the Catalytic Converter and is ready to pick up. With the assistance of CNAC and Byrider, there is help for you.  Look forward to hearing from you soon.

  Customer Answer

  Date: 03/27/2024

  Complaint: 21204658
  
  I am rejecting this response because: at what cost to take it out shop. This company gave me car not reliable and unsafe at one point. How  could I trust get my car  back, safe to drive and fixed from this companys mechanics. I was told to give my check stub from CNAC why should I because it going to be constant mechanic problem to trust this car and having problems since November 2022
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/14/2024

  Hello **************. Byrider apologizes for any inconvenience and truly sorry to hear of the mechanical issues you have experience. After researching account Complaint ID *********, looks like there is some further information to discuss with CNAC. Please contact CNAC at your earliest convenience for further advise.  Thank you

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 28th I went to this location and paid $899 downpayment for an auto loan approval. I figured out the vehicle I test drove had issues and therefore I did not sign a contract nor go further. I did not take the vehicle, did not enter a contract, and requested my $899 be refunded by the sales consultant, which it still has not.

  Business Response

  Date: 11/13/2023

  Hello and thank you for reaching out to Byrider.  In reference to Complaint ID# ********.  An application was approved on 10/31/23 and on 11/1/2023.  A message was received from Consumer notifying dealership that consumer is no longer interested in purchasing a vehicle and would like a refund of the deposit placed.  On 11/1/2023, a refund was requested though Byrider's **************** and was refunded back to consumer's card used.  At this time, please contact your banking institution for confirmation.  Thank you again for your business and hope we can help you in the future.

   

   

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It's a problem everytime I have an issue with my vehicles. Which is alot! I pay way to much to not have my vehicle. We are going on 3 weeks of my vehicle being in the shop and they still haven't touched it! It's all the time! I've had to pay so much money for transportation to and from work! And still having to pay my vehicle! There is just so many other things! I want to please be contacted in regards to my issue!

  Business Response

  Date: 11/10/2023

  Hello and thank you for reaching out to Byrider in ***********.  In reference to Complaint # ********, customer is unhappy with the length of time vehicle spent in Service.  Please know that Byrider has been working delinquently to repair ************************ vehicle. During the time of service, delay with parts and time spent was inevitable. As of this day, vehicle issues are being finalized and look forward in resolving this issue soon.  At Byrider we strive to achieve the highest level of satisfaction with every customer.  While we sympathize with ******************** predicament, we prefer not to release vehicle if not running properly unless customer insist of releasing vehicle.  ******************** is currently being assisted with Byrider **************** who are assisting in resolving this issues.  Thank you

  Customer Answer

  Date: 03/14/2024

  Complaint: 20744422
  
  I am rejecting this response because: we are going on 6mths I have been calling and calling and hardly ever get a response. *** in finance has been responding to me when service should be the one calling me. She has been the only one that has tried to help! I can't go on any longer without a vehicle. My other vehicle with them is about to go out also and I can't even have it serviced! Because my other car has been there 6mths! I can't be without any vehicle! I want out of this contract or another vehicle! This has put me in debt and has caused me to lose my 2nd job! 
  
  Regards,
  
  *******************************

  Business Response

  Date: 05/10/2024

  Response to Complaint ID ********: We apologize for the delay on this matter.  Since October 2023, Byrider was able to assist ******************** by replacing her vehicle on April 6, 2024. As of today, vehicle was in an accident and CNAC is working diligently for her Insurance claim.  For Byrider to further assist ********************, it is important payments continue as schedule and that ******************** communicate with CNAC.  Because this account has become an urgent matter, it is important to contact CNAC as soon as possible.  Thank you 

  Customer Answer

  Date: 05/14/2024

  Complaint: 20744422
  
  I am rejecting this response because: I've already signed all the paperwork that's needed to be made. Just like I waited 7 mths for a vehicle. They can wait for payment. For 1 they replaced the vehicle with something I didn't want and was told I had no choice but to take it. At this point I was highly frustrated and desperately needed a vehicle. The vehicle needed all kinds of work still 1 main thing was it needed breaks and they still allowed me to walk of the lot! Those vehicles are trash they should never let anyone walk off the lot with so many issues! I had to make an appointment when I left to have it serviced! And yes I was in an accident. And now they have to wait for payment! This dealership is horrible they should not be allowed to sell vehicles!
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/15/2024

  Byrider assisted ******************** by replacing her vehicle on April 6, 2024. Shortly after, CNAC was notified that the vehicle was involved in an accident. An insurance claim was processed through National General and the vehicle was determined to be a total loss. The deficiency balance, after the insurance proceeds were applied to the account on May 21, 2024 in the amount of $6,250.50, was $5,531.75.

  At the time of loss, ******************** informed CNAC that she had another insurance that would pay off the balance in full. We have not heard from ******************** since. It is important for ******************** to communicate with CNAC to discuss her options.

  CNAC will be happy to assist with a new vehicle or payment arrangements on the deficiency balance. Without contact from ********************, we are unable to assist her with either of these options. ******************** is advised to call CNAC at **************.