Complaints

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

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  J. D. Byrider

  1328 7th St Parkersburg, WV 26101-4914

  
• 

  J. D. Byrider

  3129 Maccorkle Ave SW S Charleston, WV 25303-1415

  
• 

  J. D. Byrider

  6018 Us Route 60 E Barboursville, WV 25504-1029

  
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  J. D. Byrider

  716 6th St Marietta, OH 45750-1741

  
• 

  J. D. Byrider

  1626 E Pike St Clarksburg, WV 26301-6011

  

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:02/06/2025

  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 was told that I need a new Cadillac converter. Which one they went and looked they didn't put the correct Cadillac converter on there anyways before I got the vehicle and I'm still Leasing. It needs a Cadillac California converter. And they're trying to charge me to put the correct one on and they didn't put that on the first place. And I have been in there multiple times for them to fix my heat and they so-called fix it and now it's out again. And I have tried to call their corporate office multiple times and never got a call back. Every time they fix something you have to go back multiple times and pay over and over for them to fix the same thing. And this is Byrider in South Charleston West Virginia.

  Business Response

  Date: 02/10/2025

  In the case of Ms. ******* *****, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider.  Ms. ***** filed a complaint regarding mechanical issues.
  
  Ms. ***** purchased a 2013 Jeep Patriot on September 9, 2022 from our franchised-owned Byrider on MacCorkle Avenue SW, South Charleston, WV.  She also purchased the optional 36-month, 36,000 mile vehicle 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. ***** originally had a catalytic converter installed back in 2022.  This was the correct catalytic converter for her vehicle; unfortunately, it has gone bad and needs to be replaced.  
  
  Upon receipt of this complaint, Byrider reached out to Ms. ***** regarding her mechanical issues.  An appointment was scheduled for February 12, 2025 to have the catalytic converter replaced and the heating issue diagnosed.  Byrider's regional service manager has assured Ms. ***** that the company will cover the cost of replacing the catalytic converter under a part warranty because it malfunctioned while still under warranty.
  
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues have caused, and we value Ms. ***** as a customer.  We look forward to our continued relationship.

• Initial Complaint

  Date:01/13/2025

  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.

  Bought a car from JD BYRIDER which was faulty when bought. The business sold me a vehicle that had broken motor mounts and when asked about it the service shop said the noise I am hearing is due to a recalled shifter cable (was sold to me with a recalled shifter cable as well). The vehicle is slowly falling apart from inside out. When trying to take the car to the service shop they said it’s a first come first serve basis and that I would have to pay in full even though it was under warranty. The service shop told me that I would have to leave the car at their shop for 2 or more weeks and that they would get to it when they could. They are price gouging on a car that isn’t worth what I am paying. They are charging me 15k for a vehicle that is only worth $2,500. When the vehicle is due to be paid on they are harassing by texts and calls stating that I am late in payment on the same day of payment and threatening with repossesing the vehicle. The vehicle which is a 2015 dodge dart SE, is not safe to be driving but they do not want to do nothing about it. They will not make no price adjustments nor will they change the day of payment due to jobs changing. Jd BYRIDER and the insurance company that goes through them ****, said they do not change that. The business it’s self is unprofessional in person and on phone. They are selling cars that are a danger to the public and its drivers.

  Business Response

  Date: 01/21/2025

  We investigated complaint #******** regarding Mr. *****s' mechanical and price/value issues with his vehicle, with full cooperation from Byrider.
  Ms. ********** and Mr. *****s purchased a 2015 Dodge Dart on December 11, 2023 from the Byrider dealership in South Charleston, WV.  They also purchased an optional service agreement effective for 36 months or 36,000 miles, whichever occurs first. 
  Mr. *****s were informed of an open recall on the vehicle's shifter cable at the time of purchase and were instructed to contact a Dodge dealership for this repair.  The manufacturer is responsible for addressing all recalls; both parties acknowledged this by signing a "Disclosure of Recall" form.
  We understand that service issues can be frustrating, but used vehicles require routine maintenance and repairs.
  Although Mr. *****s has never had his vehicle serviced at our facility, we contacted him after receiving the complaint and scheduled an appointment for January 29, 2025, to address the motor mounts and any other issues he may have.
  In regards to the price/value complaint.  Byrider has written policies and procedures that govern our sales and underwriting processes.  The terms of the retail contract, including the payment amount, Annual Percentage Rate and total sales price were disclosed prior to and during closing, both in writing and verbally.  Ms. ********** and Mr. *****s signed a Retail Installment Contract which secures their purchase. 
  **** has an internal policy that states a customer can only have one due date change per year.  Mr *****s had a due date change in May 2024 which is why his request for another one was denied.  
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues have caused, and we value Mr. *****s as a customer.  We look forward to our continued relationship.
  

• Initial Complaint

  Date:12/30/2024

  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 purchased a vehicle from this dealership near the end of October. Since the day after i drove it off the lot i have been having problems with it shutting off while I’m driving. I have called the dealership multiple times, left voicemails, left a message with the secretary to deliver to service. All which was ignored. I drove it to the dealership on 11/14/24 and they told me to bring it to them on 11/22/24. I dropped it off at 9 am on that day, i never received a call saying what was done. When i picked it up the man told me he wasn’t sure what they done to call that following Monday. Monday came an i called, with no answer again. It is now 12/27/24 and i have left multiple voicemails and messages with the secretary, with no response. My car from them was priced at 16,000, i traded a car for $1500 credit, plus $500 down and i have made 4 $300 payments since driving it off the lot. Every time i drive this vehicle it shuts off on me.

  Business Response

  Date: 01/10/2025

  In the case of Mr. ******* ********, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned ****.  Mr. ******** is upset with mechanical issues. 

  Mr. ******** purchased a 2018 Dodge Grand Caravan on November 1, 2024 from our Byrider dealership on MacCorkle Avenue in South Charleston, WV. He also purchased an optional 48 months / 48,000 mile vehicle service contract, whichever occurs first. 

  Mr. ********’s vehicle was diagnosed with needing a transmission repair. Byrider is ready to begin repairs but have been unable to reach Mr. ******** to make arrangements. Mr. ******** should call ************ to schedule the repairs.

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

• Initial Complaint

  Date:12/30/2024

  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.

  In December of 2022 I purchased a 2011 Jeep Liberty from Byrider in Parkersburg. On the way home the first night, the GASCAP indicator came on. I took the Jeep back and was told can't fix it because not under warranty. The sunroof leaked and stained the roof. Took the vehicle back again and they cleaned the roof and specified they had fixed the leak. Not even a month later when it rained, the roof stained again indicating the sunroof was still leaking. I even found exactly where the sunroof was leaking, sent pictures to the company, but was told they couldn't get to it for at least a month. Needless to say the sunroof stull leaks ti this day. In 2023, not sure when precisely, the motor started giving me problems. Of course by this time the warranty had expired. So I had to pay for repairs out of pocket while the Jeep set for almost 4 months able to be driven do to the motor problems. That repair cost me $2500.00, and was unable to drive Jeep until fixed, which took approximately 3 months. Earlier this year, February to be precise, the tranmission went out. All the mechanics around were backed up and could not get Jeep fixed until July, costing me a other $3200.00. Both of these incidents left me with no vehicle to drive for a total of five(5) months. And during both times I wasn't able to drive the Jeep, I never missed a payment. When I contacted Byrider and their finance company and explained my situation, and asked for a little help in making other payment arraignments I as might as well been talking to a robot. Because I was basically told "ok no". No help at all, kept making payments on a vehicle on two(2) separated occasions while it set undrivable. The payoff balance is $3900.00 and i believe that Byrider should pay the remaining balance to show good faith to a loyal customer who hasn't missed a payment on this vehicle and the one I had purchased prior.

  Business Response

  Date: 01/10/2025

  In the case of Mr. ***** *****, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned ****. Mr. ***** is upset with mechanical issues. 

  Mr. ***** purchased a 2011 Jeep Liberty on December 31, 2021 from our Byrider dealership on 7th St in Parkersburg, WV. He also purchased an optional 36 months / 36,000 mile vehicle 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.

  Our service records indicate Mr. ***** has not had his vehicle serviced with our Byrider service department since February 7, 2022.

  **** last spoke with Mr. ***** on July 24, 2024, when he asked for payment arrangements due to a $3,200 transmission repair. **** requested proof of the repair to provide further assistance, but we did not hear back from Mr. *****. Upon receipt of this complaint, **** attempted to contact Mr. ***** via phone and text, but was not successful. Mr. ***** should call ************ to discuss options.

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

  Customer Answer

  Date: 01/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Here are screen shots of the receipts that were sent to the lady to whom I talked to on July 24th. 
  As you will notice the date and time these were sent are on the same day I spoke to ****. 

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

  Business Response

  Date: 01/13/2025

  Mr. ***** was out of his vehicle service contract at the time of his repairs. We stand by our original response. Byrider is willing to work with Mr. ***** but he needs to call to discuss options.
  
  

• Initial Complaint

  Date:11/18/2024

  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.

  On October 4th I came to JD Byrider and they told me they could get me in this Jeep that it was a $12, 000 ticket price and I was putting a deferred payment down which I'm paying $350 for my first five payments and then down to 400 the vehicle has left me stranded three times and it hasn't even been 2 months I just want them to take the money I paid and take the vehicle back because I'm going to lose my job anyhow and they're going to take the car back from me anyways so they can just keep what I paid and keep their car that's not worth $4 let alone $12000

  Business Response

  Date: 11/21/2024

  In the case of Mr. ******* ******, Complaint Number: ********, we have investigated this matter with the franchise-owned Byrider. Mr. ****** is dissatisfied with the mechanical issues he has experienced with his vehicle. 
  Mr. ****** purchased a 2016 Jeep ******* on October 3, 2024 from the franchise-owned Byrider on East Pike St in Clarksburg, West Virginia.  The vehicle was covered by a 48-month, 48,000 mile service contract, whichever were to occur first. 
  On Monday November 18, 2024 Mr. ****** brought the vehicle into our Byrider service location stating that the battery light was coming on and the car would shut off.  Byrider asked Mr. ****** if he was able to leave the vehicle since he did not have a scheduled appointment and we would need to work it in around already scheduled appointments. Mr. ****** stated he was unable to leave the vehicle at this time.  He stated he would wait for a bit to see if we could fit him in.  
  Byrider did actually have a customer call to cancel their 1pm appointment. The service manager went out to inform Mr. ****** that we would be able to fit him in at that time; however, he was gone. She called Mr. ****** to advise him of the 1pm opening. Mr. ****** stated he got the light to go out and while he was waiting, he called his mechanic who told him it was a pigtail. Mr. ****** stated he had it to put on the vehicle and would handle the repairs himself.  The service manager explained that we could look at his vehicle. Mr. ****** stated he will call me back if he has any other issues.  We have not heard anything from Mr. ******. 
  If Mr. ****** is still experiencing mechanical issues, we encourage him to reach out to the service manager and we will get him a scheduled appointment. 
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues have caused, and we value Mr. ****** as a customer.  We look forward to our continued relationship.

  Customer Answer

  Date: 11/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Yes on the car they did tell me I can drop it off and they might be able to get to it, I only have one car and I have a job and 4 kids. Also I told them about the short on October 24th in the radio that I thought was causing it but when they put in a new alternator it says "customer stated short in radio but work done says nothing checked. Will share this as well. And the day I left I sat around for 2 hours and got the battery to go out buy wiggling the pigtail on alternator.

  I never brought it to another mechanic because it's under warranty and didn't want to have to pay for it. And yes they did call me but I was already almost back home which is 40 minutes away. I have the light off for now but driving with extra battery in car that cost me 300 so I don't get stranded.
  

  Another thing is that I was told I would have 5 payments of $350 and 99 payments of $206 and it's in contract but I had my wife scroll through payments they are trying to make me pay the $350 all the way down and I am including these pictures as well I would have never agreed to pay 550 bucks for the next 2 years in car he told me 5 payments and it's in my contract. I am attaching where it says this as well as screen shots of where they are trying to have me pay 350 forever and the work order.

  I I know it has warranty I had called them to set up appointment and never got call back, but I am more concerned with breach of contract telling me I have 5 payments of 350 but on my upcoming payments it goes past 2025 still paying 350 when it clearly says I have 5 payments of 350 then 99 of 206
  
  Regards,
  
  ******* ******

  Business Response

  Date: 12/03/2024

  We stand behind our original response and apologize if there was a miscommunication. Byrider is committed to resolving any mechanical issues Mr. ****** is experiencing; however, he must schedule an appointment in order for us to assist him.
  
  We did verify Mr. ******’s radio was working properly after the alternator was replaced.
  
  In regards to the payments.  Mr. ****** is required to make 5 deferred down payments of $350 (4 of which he has already paid and one more which is due on December 6, 2024).  Then his 99 Biweekly contractual payments of $ 206.66 will start on December 20, 2024.  The **** app will continue to show the last $350 deferred down payment until it is satisfied on December 6, 2024.

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First I want to say this is exact same message I was sent first response, I had called multiple times but found out there was a error with their phones because sometimes I was connected to Parkersburg. I have appointment next Tuesday to get car fixed and this makes 2nd time it's been worked on for battery light, also the payments where I was supposed to have 5 payments of 350 instead of 25. I am trying to get this fixed and the car and possibly pay it off, if they gave me discounted price would now 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 12/10/2024

  We stand behind our original response and apologize if there was a miscommunication. Byrider is committed to resolving any mechanical issues Mr. ****** is experiencing; however, he must schedule an appointment in order for us to assist him.
  We did verify Mr. ******’s radio was working properly after the alternator was replaced. 
  In regards to the payments.  Mr. ****** is required to make 5 deferred down payments of $350 (4 of which he has already paid and one more which is due on December 6, 2024).  Then his 99 Biweekly contractual payments of $ 206.66 will start on December 20, 2024.  The **** app will continue to show the last $350 deferred down payment until it is paid. 
  

  Customer Answer

  Date: 12/13/2024

  Better Business Bureau:

  Okay thank you so much I just finally got them to fix my car so I still wasn't real happy with it but I think it's fixed for now just cut it out of the shop yesterday and I think I got the payment thing fixed where I had said something about it they took that out of the payments now so I'm thinking that's fixed.

  ******* ******

• Initial Complaint

  Date:09/17/2024

  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.

  Filed by permission on behalf of ***** and ****** *******.  I ******** ******* am the wife of ***** and mother of ******.

  On 6-6-24 we purchased a 2015 Chevy Spark at Jdbyrider in Barboursville WV. On 6-6-27 the Transmission went completely out. The sailsman who sold us the car is named Chris C****. He said that they would replace the old transmission with a brand new one. We got the car back around the 1st week of July. They gave us a car that Chris said was from ********** to use in the mean time, that car, we were told later by the mechanic, was just a car off of Jdbyriders lot. It was so filled with smoke that our daughter broke out in hives all over her body as she is allergic to smoke, the brakes rubbed the metal and the entire car shook as it ran. They finally got us an actual car from **********. (We actually had 3 different ********** cars because of the time span) 2 weeks later, the check engine light came on, we took it to ******** auto, they checked the oil and cleaned the transmission and engine and black "gunk" came out. They said that the transmission was never removed nor fixed. We were told to ignore it. Less than 2 weeks later check engine light came back on, we went back to ******** Auto, they did a diagnostic scan, it said that the Calilet Converter was going out, it was bad and the gaskets were all bad as well, that the car would not even pass Inspection. I called Jdbyrider again and told them, the mechanic made an appt. For 9-9-24 (about 3-4 weeks out) but he said that f it gets any worse, to bring it on in. On 9-2-14 the car got so bad I brought it in. We ran in to Chris (the one who sold us the car) told him what happened. He said "he would talk to Jefd the Mechanic" almost 5 hours pass...Chris ignored us, never said a word to us, never communicated anything. I finally found him in his office. I asked him what was going on. He looked st me with a big "question mark" on his face and said "you are here on the wrong day!" I explained to him all of the above. He threw his hands into the air and said "I wash my hands of this!" HE blamed us for everything that

  Business Response

  Date: 10/03/2024

  In the case of Ms. ******** *******, Complaint Number: ********, we have investigated this matter with the franchise-owned Byrider. Ms. ******* is dissatisfied with the mechanical issues her family members have experienced with their vehicle. 
  Ms. ******** ******* is not a buyer or cobuyer on the account nor is she listed as a third party contact; therefore, it is our company policy not to disclose any information related to the account.  
  On October 2, 2024, Byrider made contact with the buyer of the account and coordinated a service appointment. 
  

• Initial Complaint

  Date:08/26/2024

  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 missed one car payment with JD Byrider and I asked if I could make the payment in 4 days and they said no that I need to make a payment for $183.69 today or they are coming to take the car back and she was really rude to me about it, I think all they care about is getting the money and not for my financial situation.

  Business Response

  Date: 08/27/2024

  In the case of Ms. ******* *******, complaint number: ********, we have investigated the matter with the full cooperation of the franchise-owned ****.  Ms. ******* filed a complaint regarding the handling of her account.
  

  Ms. ******* purchased a 2012 Chevrolet Sonic on March 15, 2024 from our Byrider dealership on 7th St in Parkersburg, WV.  She also purchased an optional service agreement for 36 months, or 36,000 miles, whichever occurs first. 
  

  **** has written policies and procedures in place that govern the collection process and ensure adherence to all federal, state, and local regulations.  A review of the collection activity found policies were followed. **** does not have a grace period; therefore, all payments must be made on their due dates.  This was explained to Ms. ******* several times during her contract closing.
  

  **** is dedicated to providing the utmost satisfaction to each and every customer. We deeply appreciate Ms. *******'s patronage and value our ongoing relationship with her.

• Initial Complaint

  Date:06/17/2024

  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.

  Back in 2021 I bought a Dodge journey off JD Byrider in South Charleston WV didn't have it 2 months and transmission went out. Figure ok I let it slide not their fault. But this I ain't I went May 2024 to trade it in and they could give me what I wanted they talked me into a 2013 Kia soul. Drove it 4 days and motor blow up. This is not acceptable for a dealership to do people. They can't fix it so now it's in their parking lot since I've got it and I'm making payments on a car I can not drive.I have to wait almost a month later to June 27th and go myself to them and drive my car with a blown motor in it to another place to get fixed. In meantime my wife is getting in trouble and penalized cause she can't drive it cause her blow and go is inside the car. I don't think I should have to make any payments on a car I can't drive and only had a few days when they knew it was messing up. I wouldn't mind it if I had it a few months but just a few days and this is second time they have done this to me. Fix my car on them and not my warranty and pay me for their actions and not let it happen to other people. I am the one and my wife is paying the price for their actions.This is totally uncalled for and I am not only one they did this too. I gave them for the second time of benefit of a doubt.

  Business Response

  Date: 06/19/2024

  In the case of ****** *******, complaint number ********, we have investigated this matter with the franchise-owned Byrider. Ms. ******* is dissatisfied with the mechanical issues after her recent purchase.

  Ms. ******* purchased a 2013 Kia Soul on May 22, 2024 from the franchised-owned Byrider on ********* ****** *** South Charleston, WV. She also purchased the optional 48-month, 48,000 mile service contract, whichever occurs first.

  On May 30, 2024, Ms. ******* dropped her vehicle off at our service department. The diagnosis showed a knock sensor code for performance out of range. Byrider reached out to the ***** ****** *** Dealership, and they confirmed that the issue would be covered under their warranty as it occurred after the recall update. However, they informed us that they are currently in the midst of remodeling, which has caused a delay in scheduling repairs. Due to the issue arising soon after the purchase and Kia not being able to schedule an appointment sooner, Byrider proposed to put Ms. ******* into a different vehicle. However, she declined the offer and Byrider provided her with a rental car.

  Ms. *******'s vehicle is scheduled to be taken to the Kia dealership for service on June 27th at 7:30 am. Byrider is closely monitoring the situation and will inform Ms. ******* as soon as her vehicle is ready to be picked up. We acknowledge that this delay may cause inconvenience, and we offer our sincere apologies.

  Byrider strives to achieve the satisfaction of every customer and value Ms. ******* as a customer. We look forward to our continued relationship.
  

  
  

  Customer Answer

  Date: 06/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I was never offered another car nor did I refuse another car. I wanted a different car but they said they couldn’t do that so I didn’t push it. They put me in a rental that was on their lot right off the bat. Now my wife is being punished for something they knew had to be fixed before anyone bought it. And I have to make payments on something I never got to drive. This is second car I got off them thinking this time would be different but I got fooled. First car I got off them transmission went out the second month
  
  This kind of stuff is really not acceptable when their customers are loyal and give them chances after chance. The workers there are very nice and respectful but selling cars like that should not happen.

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

  Business Response

  Date: 06/25/2024

  Ms. ******* contacted Byrider claiming the rental car that she was in broke down.  Once Ms. ******* arrived at the lot, Byrider agreed to put Ms. ******* into a different vehicle due to all the mechanical issues.  Ms. ******* was taken out of the 2011 Kia Soul and put into a 2015 Hyundai Sonata.  
  
  Byrider strives to achieve the satisfaction of every customer and we value Ms. ******* as a customer. We look forward to our continued relationship.

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Have to retract all comments on South Charleston JD Byrider. They unheld their word and took me out of a car that the motor blow up in and put me in a even better nicer car. Lets hope not issues pops up soon. They are the best in South Charleston.  

  ****** *******

• Initial Complaint

  Date:04/29/2024

  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.

  February 6th of 2024 I traded in my old car to purchase a 2011 Subaru legacy from JD Byrider. I put 1000$ down after test driving along with my trade in. I had the Subaru for about a week and a half and started having issues. It would randomly shut off on me while driving, act like it was going to shut off when coming to a complete stop and almost boggling down, thick white smoke from exhaust, and bad gas mileage. They looked at my car and said they couldn’t figure it out and to bring it back. I scheduled an appointment to bring it back next week and they had it for several days and couldn’t figure it out so they gave me the car back. I was still having issues and called them back, sent the car back for 2+ weeks and when I got it back it was still having the same issues. I’ve had my car there 4/5 separate occasions to have it worked on for the same issue and it still has yet to be resolved. I recently sent it in on 4/15/24 and got it back 4/26/24 and within a few hours the car acted up again. In the two almost three months they have replaced the motor with a used one, power steering pump, power steering sensor, throttle body, throttle body sensor, air flow sensor, and wiring. None of these have fixed the issues with my car. They have also replaced the transmission with a used one, I found that out one time dropping my car off brought up the transmission possibly being bad. Informed it couldn’t be because they just replaced it with a used one, it wasn’t on the carfax nor did the salesman inform me of this or fire purchasing the car.

  Business Response

  Date: 05/09/2024

  In the case of *** **** ******* Complaint Number: ********* we have investigated this matter with the franchise-owned Byrider. *** ****** is dissatisfied with the mechanical issues she has experienced with her vehicle.
  
  *** ****** purchased a 2011 Subaru Legacy on February 6, 2024 from the franchise-owned Byrider on **** **** ** ** *********** **** ********.  The vehicle was covered by a 36-month, 36,000 mile service contract, whichever were to occur 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.
  
  While we have made several attempts to rectify the service issues *** ****** is having, we have been unsuccessful; therefore, we have agreed to accept the collateral back and all money paid by *** ****** will be refunded.

• Initial Complaint

  Date:04/08/2024

  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 when to byrider and thinking we would get a nice car for kids to ride in. They put me in a 2012 Dodge Avenger every since we got it the brake light comes on we took in to get it looked at and said it was the e brake and still not fixed. Then the battery died and wouldn't still changed and they said it was the battery so I took it back again and they replace the battery we had to pay 25 bucks service fee. And they put a new battery in it. Then the brakes were messed up and the rotors where bad my stepdad replaced the brakes and rotors and that cost us money out of pocket. Then one day our car left the stranded with our kids and 3-week-old baby in the car we had to get it towed the alternator died and the battery they charged us 25 bucks again service fee to fix it and now the ABS module is leaking and has been since we got it and they don't want to fix it because it's too much and it's our fault and it's not covered and it was the brake light keeps coming on and it's been like that since we had it and there's also a clicking noise in the dash that's been happening ever since we got it back from them them replacing the battery and they say they don't know what it is my question is how can they sell a car with without going over it and making sure it's safe for kids to be in. And my step dad says the sway bar is bad in the passenger side again how can you have someone drive it around with kids in it.

  Business Response

  Date: 04/16/2024

  In the case of *** ****** ********* complaint number: ********* we have investigated the matter with the full cooperation of the franchise-owned Byrider.  *** ******** filed a complaint regarding mechanical issues she has experienced.
  *** ******** purchased a 2012 Dodge Avenger on November 6, 2023 from our Byrider dealership on 7th St in Parkersburg, WV.  She also purchased an optional service agreement effective for 36 months or 36,000 miles, whichever occurs first. 
  *** ******** has only had her vehicle in for service two times.  On January 29, 2024, an oil change and battery replacement were completed.  Byrider covered the cost of the battery and *** ******** had an out of pocket expense of $21.35 for the oil change.
  On April 3, 2024, *** ******** dropped the car for a no start issue and claimed there was a brake leak and a clicking noise.  Byrider diagnosed the vehicle with needing an alternator, battery, ABS Control Module, and a dash actuator. Byrider replaced the alternator and battery (which failed due to the alternator).  *** ********** service agreement covered the repairs and her only out of pocket expense was the deductible of $25. *** ******** was informed that the ABS Control Module was on backorder right now and that she could continue to drive the vehicle but would need to keep an eye on the brake fluid reservoir until the part could be ordered.  This would not be a covered item under her vehicle service agreement.  She declined the dash actuator repair.  
  Upon receipt of this complaint, Byrider searched for a used ABS Control Module since the new ones are still on backorder.  Byrider reached out to *** ******** and has her schedule for April 16, 2024 for the repair. 
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues have caused, and we value *** ******** as a customer.  We look forward to our continued relationship.
  

  Customer Answer

  Date: 05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I got company response and I don't agree with it cuz there's still issues with my vehicle the brake lights still turn on now the battery lights on and it's big issue and it's having grinding issues as well that I'm not sure what's wrong with it.  Also the ABS came on and the car is completely shut off it's at ******* in Parkersburg West Virginia.
  
  Regards,
  
  *** *** ********

  Business Response

  Date: 05/10/2024

  On May 2, 2024 Ms. ******** alerted Byrider that the ABS light was on and the vehicle was inoperable.  The sales manager arranged to have the vehicle towed to our facility for inspection. Byrider found that the alternator that had just been replaced had failed and was causing all her engine lights to come on. They also inspected the ABS Module and the brake system (which had just been replaced) and found no issues.  While replacing the alternator they discovered Ms. ******** was 2,592 miles overdue for her oil change.  Oil changes are regular maintenance requirements that are not covered by her service agreement.  Byrider reached out to Ms. ******** to see if she would like this completed while her vehicle was in the shop.  Ms. ******** declined the service.  As a courtesy, Byrider changed the oil at no cost to Ms. ******** to prevent any possible damages.  Ms. ******** picked the vehicle up on May 3, 2024 and we have heard nothing further from her.