ComplaintsforJD Byrider

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the vehicle in July of 2021 everything was fine until after the first of the year. When I would go to get my oil checked it would be really low. I started keeping track of that. In April I took the car back to the JD Byrider Service department where they looked at it and told me that they would check into things. I went back in May for them to try something to fix the problem. What they did not fix the problem. I was told that it needed a new motor. The gentleman at the service department had ordered a motor, but corporate told him that they had to use a rebuilt motor. I continued to call and check to see when they may be able to fix my car that was under warranty that I paid extra for. Finally the the beginning of October I was told that a motor would be ready for my car. I scheduled to bring the car in on October 25th. I dropped the car off and on November 18th I went back to pick my car up. I went to pick my car up and drove it home. On Sunday, November 20th I drove my car a total of 5 miles and it started stalling and the check engine light came on. I checked the oil and it did not register on the dipstick. I put 5 quarts of oil in it and when I made it home once again there was no oil in the car. I contacted the Morgantown location and told them that I did not feel safe to drive it out of my drive way so they made arrangements for *********** Towing to come and pick it up. I have been paying 600.00 a month for this car and am a single parent who has to work to provide for my children. I need a dependable vehicle. It was in worse shape than when I dropped it off.

  Business response

  11/28/2022

  In the case of ****** *******, Complaint Number*********, we have investigated this matter with the full cooperation of the franchise-owned Byrider. Ms* ******* is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  
   Ms* ******* purchased a 2013 ********* ******* on July 16, 2021 from the frachise-owned Byrider location on ******** ***** ** *********** **** ********.  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. The engine was replaced in Ms* *******’s vehicle in October, 2022. Ms* ******* contacted the Byrider service center on November 21 stating that the vehicle was burning oil. The vehicle was inspected and found to be 3 quarts overfull of oil. The VVT sensor connector was broken and the vehicle had an oxygen sensor code. The connector was fixed and sensor replaced and oil changed with proper levels. A new GM 2.4 dipstick was installed for ease of measuring oil levels. The vehicle was given an extended test drive to ensure it is operating properly.  Byrider has acted in good faith to resolve Ms* *******'s mechanical vehicle issues. 
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value Ms* ******* as a customer.  We look forward to our continued relationship.
  

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2014 ***** ***** from JD Byrider on September 22, 2022. I had the vehicle in my possession for a total of 2 and a half days. While driving it overheated and cracked the head they have the car since September 25, 2022. For a week I had no vehicle, after multiple calls by my mother the gave me a loaner car. I've called Tuesday of every week, and get told they need another week. I'm still making the payments as agreed. And I'm requesting a refund or to be put in another vehicle.

  Business response

  11/07/2022

  While we did not anticipate the disruption of the supply chain would lead to this unprecedented delay in parts needed for the repair. the franchise owned Brider has kept in contact with Ms. ********** and, as she mentioned in the complaint, provided her with alternate transportation. 
  The franchise owned Byrider has contacted Ms. ********** and has agreed to put her into another vehicle due to the delays experienced in getting the parts needed for the repair. 
  
  

• Initial Complaint

  09/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Financed 12,000 for a 2012 ********** ****** van. The vehicle broke down less than a year from purchase and they kept me without a vehicle for several weeks and said they had to order the replacement part that was rebuilt for $680.00 and send it to California for reprogramming. But when I initially spoke to someone on the call they said I was under warranty and to have it towed there., as I did. They offered no type of compensation to order the part. Offered no replacement vehicle, offered no warranty and stated they didn’t owe me anything. Been without a vehicle for several weeks and still owe on the vehicle and have to pay for parts and service. This is not how you do business. Wouldn’t recommend to anyone.

  Business response

  10/19/2022

  In the case of ****** ******** ********* ******* ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Mr. ******* is dissatisfied with some mechanical issues he has experienced with the vehicle.
  
  Mr. ******* purchased a 2012 ********** ****** on December 11, 2021 from the franchise-owned Byrider on ***** ** ************** **** ********.  The vehicle is covered by a 36-month, 36,000 mile service contract, whichever occurs first.  
  
  The franchise-owned Byrider has honored the terms of the service contract and has acted in good faith to address Mr. *******’s concerns.  His first visit to service was on September 19, 2022, and it was determined that he needed a repair that was unfortunately not eligible for coverage under the vehicle service contract.  Mr. ******* approved the repair, the repair was completed, and the vehicle was returned to Mr. *******   On October 11, 2022, Mr. ******* contacted the franchise-owned Byrider with a concern that the vehicle would not start.  However, when the vehicle was assessed by the service department, the concern could not be duplicated.  The vehicle was able to be started and driven multiple times, and there were no codes stored in the module.  Mr. ******* was advised to contact the franchise-owned Byrider if the issue reoccurs. 
  
  The franchise-owned Byrider apologizes for the inconvenience this matter may have caused Mr. ******* and values him as a customer.  

  
  

  ***** ******

  Compliance Specialist- Consumer Affairs

  O: 317-936-2012

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made numerous attempts since getting this car to have the transmission fixed and never a resolution I now have to pay out of pocket for transportation to work so I don't lose my job and I have to borrow the money from my mom because I don't have that kind of money to pay for a rental car and I have no other transportation to rely on because I have to work to make this car payment

  Business response

  04/09/2022

  Mr. Lawson is correct in that the problem with his vehicle was, initially, difficult to duplicate.  What he experienced never occurred when our technicians had the vehicle.  However, once it did we order the necessary parts to repair his vehicle.  Unfortunately and as nearly everyone knows, some things are very difficult to get right now due to supply chain issues.  His transmission just arrived and his vehicle is currently being repaired.  With respect to a rental vehicle, he would be able to obtain a very low-cost rental from us but he only carries collateral protection insurance and, thus cannot rent a vehicle from us.  We are sorry that we cannot help him in this particular area.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a car a few months ago from this company. It began with the car breaking down only an hour after purchasing the car. They DID tow the car and fix that for free, but it was not a great start to the purchase. A few weeks after that, the car broke down a second time, and it was fixed. Now that the weather is cold, i have now found out that the rear defroster on the car doesnt work, and the blower on the heater doesnt work. These problems could not have been known during the time of the purchase. Now, the car has broken down, and is undrivable a third time, and i am expected to pay for a tow, and repair costs for all the things that are wrong with the car. When i called the service department, i was told "this go wrong with cars, and you have to pay for the repairs". If i had known that all of these issues existed in the forst place, i wouldnt have ever purchased this vehicle.

  Business response

  02/15/2022

  The customer's vehicle has not been in our shop in almost 6 months, the last time being in the hottest port of the summer.  This would make it very difficult to test a rear defroster.  In fact, we were not aware of any issues until the vehicle completely quit running so it seems rather odd that he has had not heat or defrost all winter long.  One cannot imagine a problem, supposedly of this magnitude, being let go by the customer for so long.  However, the problem has been diagnosed and repairs are waiting on parts in order  to be performed.  Much of the work is covered by the customer's service agreement so there will be minimal cost to them.  

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2011 Jeep Liberty used from this company in Nov. 2021. It is now Jan. 2022 and the Jeep has been in the shop total of times (6 days all together) because of the same issues with the front end making clunking and rattling noises (so severe that I fear driving it). Also, while in the shop it was in the work order to do an oil change both times and it was never done. I had to pay the tow bill because they said it was drivable when it wasn’t. Tomorrow (Jan. 11, 2022) I will be taking the Jeep back to them for the third time to discuss what else can be done because my Jeep isn’t fixed. It’s my only way to and from work while I live in Madison, WV and my place of work being an hour and a half away. I need a dependable vehicle. Me paying almost 23,000 for a 2011 Jeep you would think it run the way they said it would when I bought it. The salesman showed us the car fax but explained to us that all of the services that showed was just for oil changes.

  Business response

  02/07/2022

  We have an appointment scheduled for *** *****n on February 25, 2022 which is the soonest that *** ****** says that he allow us to have the vehicle in for repairs.  Hopefully, we will be able to address any issues that he has at that time.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a 2008 Jeep Patriot back in January of this year I got it around the 15th of January by the 25th the abs , 4wd!, check engine, traction control lights all came on and it started not wanting to go in gear and kept grinding when driving. I called several time a week to get ahold of someone in the service center to get it checked out, wasn’t able to get ahold of no one for weeks finally got ahold of someone and a appointment was set up this was then canceled by them a few days later they then set up another day in which didn’t work for me because I would have the 50 some dollars for them just to check it and see what was wrong. I tried calling a week or so later took awhile to get ahold of them and the same thing over again this has happened several times since and the Jeep had become so bad that it’s not safe to drive but is my only vehicle for work. And I’m still going to be charged 70 some dollars for appointment I want a discount and a appointment asap or something.

  Business response

  10/25/2021

  We are sorry to hear that *** ****** is having issues with her vehicle. I cannot understand how she “wasn’t able to get ahold of no one” as the staff is fully staffed 5 days each week with both a Service Manager and a Customer Service Manager who can answer calls.  If they are not available at a particular moment, both have voice mailboxes.  Furthermore, the store is fully staffed 6 days per week and messages can also be left with the sales staff.  It is highly unlikely, to us, that a person could not reach anybody.  In fact, this is the first complaint of this nature at a store that has been open more than 12 years.

  
  The only appointment that had ever been scheduled for *** ****** was on October 08 to which *** ****** was a no-show.  If the vehicle started having problems in January and she scheduled an appointment in October, then this seems an awful long time to be driving a vehicle that is unsafe.  *** ****** simply needs to schedule an appointment, keep that appointment, and we can certainly see what is wrong with the vehicle.  No diagnostic fee will be charged and all repairs covered by either her Limited Warranty or any subsequent Service Agreement will be performed for only the $25 Deductible.

  
  

• Initial Complaint

  08/05/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a 2011 Chevy Cruze with 62,000 miles on it on 11/27/2017. The agreement was for 3.8 years (46 months) My car went 3 months behind so it was repossessed however was redeemed with ALL monies and fees owed paid for. All was rectified. There was no deferment added. August 2021 should be my last month according to contract signed however, **** is stating I owe an additional $3,000 (estimate) which adds an addition 6-7 months to my contract. How can this be? This will cost me in TOTAL $22,640 for a 2011 Chevy Cruze after everything. Please help resolve this issue otherwise I will have to involve the ****** ******** ******l. Please forward all relevant paperwork if you have it. Thank you for your attention to this matter.

  Business response

  08/11/2021

  Response:

  We have reviewed *** ******* complaint.  *** ******* purchased a 2011 Chevrolet Cruze from the Byrider location in Clarksburg, WV on November 27, 2017.  His first contractual payment, after making deferred down payments, was due and paid on February 2, 2018.  He was scheduled to make 98, bi-weekly payments of 217.72.  His original account maturity date was scheduled for October 22, 2021.

  *** *******’ vehicle was repossessed on June 21, 2018 for non-payment.  At that time, he agreed to make regularly scheduled payments for a period of time and then is account would be re-aged, he did not make full payments of all amounts past due as he has stated.  This, coupled with making payments late on a fairly regular basis, causes additional interest to accrue, further extending his account maturity date.  This is the nature of a simple interest note and is much more a reflection of his payment history than our business practices.

  We have already explained this to *** ******* when he called into our office on June 11, 2021.  Attached is a copy of his original Retail Installment Contract, a copy of his payment ledger showing multiple past-due payments, and a copy of his Rehabilitation of Contract document.  Hopefully, this does a better job of explaining why his payments will total a bit more than he originally thought.

  Please reach out to us with any questions.

  Sincerely,

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

  Customer response

  08/11/2021

  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.

   

  According to my credit report, you’re reporting that my payment monthly is $470 however stating that I am only paying $435. The $435 is accurate according to our contract however, if you take $470 that I supposedly obligated to pay according to what you’re reporting and subtract $435 that’s a difference of $35per month. If you take that difference of $35 per month and multiply by how many months I will have already paid (46 months by August 20th) that will be a total of $1,610. That amount subtracted from total amount due after payment on August 20th ($2,724) will have a difference of $1,114 which is 2.5 months of payment which aligns with the original contract ending date ( November 2021.) Simple interest although adds in interest to the next payment, the interest and principal is very clear in the contract and does not and should not extend the contract unless otherwise agreed. You stated that I did not pay accordingly however, according to your payment ledger I did in accordance to our right to cure contract. Thank you for supplying the documentations as requested. According to the documentation and in review of the facts, the facts show that not only are your reporting inaccurately on my credit report but there are payment discrepancies amongst my contract/payment ledger. Please review my account and payment discrepancies and update balance accordingly. Should you have any further questions, please contact me by email. I look forward to resolving this with you. 

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

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