Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2012 ***** ******** on 10/16/2021 from JD Byrider with a 3 yr 36000 mile warranty. At that time, the vehicle had 117185 miles. The ****** report showed several service calls all of which were routine service/maintenance, with exception of accident damage in June 2017 (front left damage reported). It was sold as inspected and sound. Since April 2022, it has had over 10 repair calls, 4 of which required being towed in to the shop. In 2023, the transmission was replaced, the shortly after the engine was replaced. Since the engine replacement (Dec 2023), I have already had to return the vehicle to the service department to be "reprogrammed" (Jan 2024). The day I went to pick it up, the vehicle would not start and had to remain overnight for evaluation. The following day, I was told the battery had to be recharged as it had died (this is the 3rd battery that has been in the car since purchase). I picked the vehicle up mid/late Jan 2024 and it was driving fine, until last night when I started it and it the check engine light had come on and the whole front end has a shake like the engine is about to fallout. In addition, the radio seems to have a short--skipping from radio to CD to Aux randomly, and the front passenger window randomly will not respond when trying to roll it up or down. It will likely be towed in for service again today or tomorrow. During the last service call I inquired about trading for a different vehicle and was informed I owe to high of a balance and they would not be able to assist. As of today 2/6/24 I own approximately $8700. I am also very close to the 36000 mile warranty expiring. I am fearful of driving the vehicle as I never know when it will break down, or how severe an issue it will be--will I be stranded somewhere? Have to have it towed yet again?? To make things worse, their finance company, ****, is charging an extremely high APR and has told me (not so nicely) that there is no grace period on payments.

  Business response

  02/13/2024

  In the case of Ms. ****** ******, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Ms. ****** is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  
  Ms. ****** purchased a 2012 ********* ******** on October 16, 2021  from the franchise-owned Byrider location on MacCorkle Ave, Charleston, WV.  The vehicle is covered by a 36-month, 36,000 mile service contract, whichever occurs first.  
  While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.
  In November 2023 the vehicle came in with complaints that it couldn’t be driven more than 15 minutes without overheating.  The technician diagnosed the problem and determined that the engine needed to be replaced.  The engine work was completed and included a 
  12 month/12,000 mile warranty.
  In January 2024 the vehicle was towed in with complaints about it not cranking over or taking a jump start.  The technician diagnosed the issues and found that the battery was in a low state of charge.  Once the battery was able to be jumped it was tested and determined that it was good.  The technician also tested the alternator and the starter and they were both good as well.  The battery was completely charged and the vehicle was starting on its own.
  Byrider is unable to release Ms. ***** from her contractual obligation but we strive to achieve the satisfaction of every customer.  While we understand that Ms. ******* service contract is close to expiring, Byrider is more than willing to work with her. She can contact the service manager to discuss her options at *************.
  We apologize for any inconvenience the issues have caused, and we value Ms. ****** as a customer.  We look forward to our continued relationship.
  

  Customer response

  02/13/2024

  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. 

  At that time of purchase, the vehicle had 117,185 miles on it, and aside from a minor accident repair involving the front/left side in 2017 had a clean ****** report.  Beginning in April 2022, there has been multiple mechanical issues with this vehicle-  more than just the standard "routine maintenance and repair needs" associated with a used vehicle.  Please see the attached letter with a breakdown of ALL eleven of my service calls.

  • April 8-11, 2022  Vehicle towed, alternator replaced

  • April 11, 2022  Vehicle towed, gushing fluid everywhere after pick up from service department earlier in day
  
  • Oct 28-31, 2022  Vehicle towed, 2nd new alternator, battery

  • Feb 9-14, 2023  “shudder guard” added to transmission

  • March 20-22, 2023 front passenger side wheel bearing bad, had both replaced

  • May 9-June 30, 2023 Vehicle towed, transmission replaced

  • July 6-18, 2023  correction to exhaust due to issues caused when transmission was replaced.

  • Oct 12-Nov 21, 2023  Engine replacement

  • Jan 8-17, 2024  Fuel system cleaner replaced, set up performed, codes cleared   **would not start when I tried to pick up on 1/18/24

  • Jan 18-23, 2024 Battery recharged, systems tested

  • Feb 8, 2024 Check engine light on, whole front end shakes, then unable to jump vehicle with multiple attempts. Tow driver finally able to jump vehicle long enough to get it loaded on 2/13/24 and towed it into service department at that time.

  During the two January service calls, I inquired about trading the vehicle for another on the lot, and was told that I currently have “to high of a remaining balance on my account for any assistance”. 

  I am AGAIN requesting that the company consider taking back this vehicle and dismissing the remaining balance on my account.

  Business response

  02/20/2024

  We stand by our initial response. Ms. ****** has had use of the vehicle for more than three years and driven the vehicle for more than 34,000 miles. Ms. ****** voluntarily surrendered the vehicle on February 14, 2024. Once the vehicle is liquidated Ms. ****** will be notified of the deficiency balance.
  
  

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ******** ****** ***** ****** *************. I went through the process of purchasing a 2014 **** ******* from the Morgantown WV location on August 19th. It started overheating and was serviced at the Morgantown location this Monday, I got it back Monday evening and within an hour it had overheated, check engine light was on and the light for throttle control. I want to know if I can just get my money back $1950 down payment and $291 weekly payment. The Morgantown location is telling me my only options is to either wait for the **** to be fixed or take a different vehicle. They currently do not have another SUV for the same or lower price. They gave me a loaner vehicle (which was filthy inside with hay on floor board, dirty clothing such as socks and a bra, open snacks, open pop can, broken glass behind the back seats and smelled like a farm) and said they could not get an appointment with me until next Tuesday at which point they would either have the **** fixed or hopefully would have another vehicle in. If I can just get my money back please let me know, I am a single mom who works full time during normal business hours. I have to have a stable vehicle to get my oldest to school and youngest to daycare and me to work 5 days a week. So if I could get my money back let me know please.

  Business response

  09/12/2023

  In the case of ******** ******, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Ms. ****** was aggrieved by the mechanical difficulties she is experiencing with the vehicle.  
  Ms. ****** purchased a 2014 **** ******* on August 19, 2023 from the franchise-owned Byrider location on Sterling Drive in Morgantown, West Virginia.  The vehicle is covered by a 36-month, 36,000 mile service contract, whichever occurs first.  
  Upon receipt of this complaint, the dealership made multiple attempts to contact Ms. ******.  Contact with Ms. ****** was made September 6, 2023 and we have released her from her contractual obligations and provided her refund of $2,241.
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value Ms. ****** as a customer.  

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a 2016 ******** 200. It had a motor tick and it started a week after I got it. Check engine light come on the day after I got it. I’ve took it multiple times to get it fixed. I just took it again back in late march early April. They will not return my phone calls or answer my calls over if my car is fixed or not. I want refunded of what I’ve payed on this car and it took off my credit report

  Business response

  08/25/2023

  In the case of ******* ****** Complaint Number: ********* we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Ms. ***** is aggrieved by the mechanical difficulties she is experiencing with the vehicle and the lack of communication with service.  
  Ms. ***** purchased a 2016 ******** *** on December 21, 2021 from the franchise-owned Byrider location on ***** ** ************** **** ********.  The vehicle is covered by a 36-month, 36,000 mile service contract, whichever occurs first which Byrider stands behind. 
  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 our service department reached out to Ms. *****. She stated she left a message with sales, not service, and never received a call back. We did ask moving forward that she leaves a voicemail if we are unable to answer to ensure we do contact her back. 
  Ms. ***** brought her vehicle in that day and we were able to resolve the issues she was experiencing. We contacted her on August 21, 2023 to let her know the vehicle was ready to be picked up.
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value Ms. ***** as a customer.  We look forward to our continued relationship.

  Customer response

  08/28/2023

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *****

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my vehicle in March 2019. To date it has had the engine replaced 2x by JD Byrider. I am now needing another engine replacement. I sincerely am not sure what to do at this point. I have been paying on this car for over 4 years. I still owe around $4,879.74 and at this point this car is going to require another $3-4,000 for another engine. No car should need a new engine every year-year and a half. I had to go purchase another vehicle for my family at this point because it isn't fair to keep having to repair the same MAJOR part on this vehicle. Something is clearly wrong with how these engines were repaired by JD Byrider or this wouldn't keep happening. At this point I have paid $20536.88, with $9322.01 being in finance charges alone. I did let JD Byrider know what was happening ***** financing as well) and I would like to know what can be done to help.

  Business response

  07/24/2023

  In the case of Ms. ******* ******, Complaint Number: ********* we have investigated this matter with the full cooperation of the company owned Byrider.  Ms. ****** is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  
  Ms. ****** purchased a 2012 *** ****** on April 27, 2019 from the Byrider location on ******** **** ** ********, Ohio.  Ms. ****** did purchase the optional vehicle service contract at the time of purchase. The vehicle was covered by a 60-month, 60,000 mile service contract, whichever occurs first.  
  While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.
  Ms. ******’s service history shows that we replaced the engine on her vehicle on May 11, 2020, and then replaced the engine again on February 28, 2022. Both engine replacements were covered by Mr. ******’s service contract. Byrider has not heard anything from the customer since we replaced a crank position sensor on March 22, 2022. Byrider contacted Ms. ****** to schedule an appointment to get the vehicle diagnosed.  Ms. ****** has agreed to get the vehicle towed in for diagnostics.
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value Ms ****** as a customer.  We look forward to our continued relationship. 
  
  

  Business response

  08/25/2023

  We have investigated this matter further with the full cooperation of the company owned Byrider. Ms. ****** had the vehicle towed to Byrider on July 20, 2023. Byrider confirmed the vehicle does need a third engine. Records indicate that Ms. ****** has put 28,006 miles on since her 2nd engine was installed on March 14, 2022. If Ms. ****** can produce maintenance records that the vehicle was maintained with oil changes and routine maintenance, Byrider is willing to assist her with up to $1000 off on the engine replacement. If Ms. ****** chooses not go forward with the repair, she can explore using the vehicle as a trade on the purchase of a new vehicle. This would be subject to qualification. Thank you

  Customer response

  08/25/2023

  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 have spoken with the financer of the vehicle and will be moving forward with a settlement offer for the remaining amount owed on the vehicle. 

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

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2014 Chrysler 200 from the JD Byrider located in Barboursville, WV. In the past few months I have had to have the car towed (at my expense) back to the dealership to repair the same problem ( overheating). the 1st time they replaced the thermostat. Few weeks later ..overheating again. This time they replaced the radiator cap. 3 rd time the drove the car around and couldnt get it to "act up" and sent the car back with no repairs. now that it has started being warm outside the vehicle broke down again last week. I had purchased a warranty with the vehicle that I was told covered me for as long as I paid on said vehicle. Today , 6 June 2023, the service manager called to quote me a price for me to pay to replace the engine and that now I was "over miles" on the warranty. The engine went bad because they failed to properly diagnose and repair my vehicle the other 3 times it was there. Its not a new complaint , but a continuing one. JD Byrider needs to fix thier mistakes and repair the vehicle correctly. I am a disabled veteran and need my vehicle to get to DR appointments and other appointments . Even the service manager stated to me on the phone that he understood and they should repair it

  Business response

  06/16/2023

  In the case of ***** ******* Complaint Number* ********* we have investigated this matter with the full cooperation of the franchise-owned Byrider. Mr. ****** is aggrieved by the mechanical difficulties he is experiencing with the vehicle. Mr. ****** purchased a 2014 Chrysler 200 on August 18, 2021 from the franchise-owned Byrider location on US-60 in Barboursville, West Virginia. The vehicle is covered by a 36-month, 36,000 mile service contract, whichever occurs first. To date Mr. ****** has put 45,783 miles on his vehicle exceeding his service contract. On September 2, 2022 Mr. ****** had a thermostat replaced and a wheel speed sensor, at this time the mileage was 103,107. Mr. ****** brought it back on November 2, 2022, at this point the vehicle had exceeded his mileage, stating the temperature control light had come on and was overheating. We did extensive testing on the vehicle trying to duplicate the issue but were unable to. On January 3, 2023 he once again brought the vehicle back stating that it would overheat when stopped at a red light. The vehicle’s coolant reservoir was overfull and the radiator coolant level was low. We were able to diagnose the problem as a bad radiator cap. Each of these services the vehicle was no longer exhibiting the issue it had come in for. Most recently on June 3, 2023 Mr. ****** brought his vehicle in stating “it started smoking and steaming under the hood and then started overheating, the temp gauge went hot and there was coolant leaking from the vehicle”. We found the top radiator hose had busted and in the process of verifying the work we noticed the coolant “boil”. This is indicative of further issues, and the first we had experienced with his vehicle, so we performed a block test and failed. Based on our experience it is unlikely that the vehicle would have stayed driveable over the 15,000 miles Mr. ****** put on his vehicle since he first brought it in if there was an underlying engine issue. 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. We have offered to cover this under his service contract as a goodwill gesture and are currently working to complete the diagnosis. Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value Mr. ****** as a customer. We look forward to our continued relationship.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2011 Buick regal that I financed through jd Byrider in October 2022, since having the car the oil has run dry to the point it doesn’t read on the dipstick 4 times, they keep giving me the run around on fixing the problem and now there are even more problems the rear passenger tire keeps saying low air to which they say nothing is wrong and the car also keeps saying there’s something going on with the stabilizer track to which they also said nothing was wrong, the engine light has been on every two weeks since having the car and every time they say it’s something to do with the oil draining which they have yet to fix, they now have me getting an oil change every 1500 miles which they are paying for but the problem is I went in for a vehicle cause I was having vehicle problems and iv had more issues with this vehicle than I did my original vehicle, I just don’t feel I’m getting the proper treatment with the car and that I’m being drug through the mud cause I’m a young female and they are trying to take advantage of someone that doesn’t have vehicle knowledge

  Business response

  03/24/2023

  In the case of Liza ****** Complaint Number* ********* we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Ms. ***** is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  
  Ms. ***** purchased a 2011 Buick Regal on October 8th, 2022 from the Franchise-owned Byrider location on Seventh Street in Parkersburg, West Virginia.  The vehicle is covered by a 36-month, 36,000 mile service contract, whichever occurs first.  
  While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.
  Upon receipt of this complaint we reached out to Ms. ****** We requested she bring the vehicle back in so we could test the oil consumption. She informed us that she would not do that as she has not had to previously. This is part of a proper diagnosis and without her cooperation we will not be able to resolve this issue. We ask that Ms. ***** please work with our service technicians and bring the vehicle back in so that an oil consumption test can be performed.
  We cannot adhere to Ms. ******* request to release her from her contractual obligations. Ms. ******* vehicle is covered by a 36-month, 36,000 mile service contract that will cover the cost of any eligible repairs, and Byrider will stand behind the service agreement.
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value Ms. ***** as a customer.  We look forward to our continued relationship.

  Customer response

  06/14/2023

  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.
  
  [Provide details of why you are not satisfied with this resolution.]

  This is absolutely a faulty engine I had to cancel the engine replacement for today cause the car shut off in the middle of the road last night and almost put my 7 year old son and my self over a cliff cause it shut off In the middle of a turn and I refuse to drive this defective vehicle any longer, it’s absurd to take 8 months to diagnose an engine issue iv been in the service department over and over the past 8 months and this is just ridiculous I would honestly like more information on the next step if I should take this to attorney general or where.   I’d also like to add that if it’s not a faulty engine then why have they already got an engine for it? 
  
  Regards,
  
  Liza *****

  Business response

  06/22/2023

  Ms. ***** has rejected every offer to work through the service issues she states she has. Byrider has never declined to repair Ms. ******* vehicle, we have only asked her to work with us to properly diagnose the issue. When Ms. ***** was frustrated with completing the oil consumption test, Byrider was willing to replace the engine as a preventative measure in an effort to satisfy Ms. *****. The engine was ordered and the repair was scheduled June 14, 2023. 
  Ms ***** notified **** on June 13th  that she has decided to voluntarily surrender the vehicle due to ongoing issues she states she was having. Byrider has acted in good faith and has stood behind the service agreement. However, as a gesture of goodwill, **** has agreed to accept the vehicle as full satisfaction of her obligation. The account will be reported to the credit reporting agencies as Paid in full, was a voluntary surrender. Ms. ***** has accepted the offer and we consider this matter closed. 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have bought a car from this dealership back in February of 2022, I used it everything with the car was fine, but I never got a permanent license plate and when i called the dealership they said the dmv was backed up. So, we called the dmv and they said that they had never received anything from the dealership, so I had called the dealership back and they then had told me that there was still a lien on the title, so the car wasn't truly registered in my name. this information was given to me in September of 2022. they offered me a rental car to drive until the issue was resolved but I was not of the age to use a rental car, so they gave me a car off the lot and have not contacted me since then regarding my title to my personal vehicle and its now January of 2023 almost at my 1-year anniversary of buying my car and now only being able to have driven it for 6 of those months.

  Business response

  01/09/2023

  In the case of ******* ********* we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Ms. ******** is dissatisfied because of the delay in receiving the  title for the vehicle.  
  Mr. ******** purchased a 2011 Kia Optima on February 11, 2022 from a franchise owned Byrider location on US-60 in Barboursville, West Virginia.  During this time,we struggled with delays in processing paperwork with the local Department of Motor Vehicles. In addition, an error in the title paperwork forced the dealership to apply for a duplicate title which further delayed the process. We have attempted to reach out to Mr. ********; however, the phone number we had on file was disconnected.  
  At Byrider we strive for the satisfaction of every customer.  The dealership provided Mr. ******** with alternate transportation while waiting for the duplicate title. We apologize for any inconvenience the delay in the title has caused, and we value Mr. ******** as a customer. The issue has been resolved and we have verified that the plates will be issued this week.  We look forward to our continued relationship. 
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩