ComplaintsforCNAC, CarNow Acceptance Company

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There customer service is rude they say we took a lone out for the car and we did not have a lone out and there is nothing on are paperwork that says that we have interest.

  Business response

  04/17/2024

  Regarding complaint number ******** for *********************************, we have thoroughly investigated the matter with the cooperation of the company-owned Byrider. ****************** is upset by the financing process.
  ****************** purchased a 2010 ****** Xterra on April 20, 2022 from the Byrider location on ************ in ****, **. The vehicle is covered by a 36-month, 36,000-mile service contract. 
  Byrider has written policies and procedures that govern our sales and underwriting processes.  The terms of the retail contract, including the payment amount, APR and total sales price were disclosed prior to and during closing, both in writing and orally.  The Promissory Note that ****************** provided pertains to any deferred payments on the account to which he had none hence the form shows $0.
  
  

  Customer response

  04/19/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account manager turns off the ability to make an online payment and then threatens repossession if you dont pay. Ive been trying to pay the total amount due. Dru the account manager is a stalker and will only take a payment if I come in and talk to him. Its scaryhes very threatening. *** been calling the manager **** and leaving voicemails with no assistance. They advertise 6 ways to pay and should honor online or phone payments. The account is past due 2 days. Im trying to pay!

  Business response

  03/23/2024

  In the case of Ms. **************************** Complaint Number:21449036, we have investigated this matter with the full cooperation of the Franchise-owned CNAC.  ******************** is upset with her inability to pay online. 
  
  ******************** purchased a 2013 Dodge Avenger on August 25, 2023 from the Franchise-owned Byrider location on ********************* in *******, ********.
  
  CNAC has established protocols and guidelines regarding the management of accounts and was taken aback by the complaint raised by ********************. In response, we immediately initiated an inquiry and ascertained that the service was deactivated due to a lack of communication with ********************. It came to our attention that her auto insurance, which is a condition of her retail agreement,  had expired, necessitating our need to contact her.
  
  The ability to pay online has been restored and we have communicated this to ********************.  
  
  At CNAC we strive for the highest level of satisfaction for every customer.  We apologize for any inconvenience this matter caused ********************, and we value her as a customer.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2015 ***** CRV from JD Byrider In ******** end of September 2023. In December of *********************************************************** contact with my account specialist **** letting him know what was going on. On January 17,2024 @ 4:30pm Im leaving work in *********** to see my vehicle being hauled off by ***************. I contacted Double J, they told me what they were told. I contacted JD Byrider and not a single person responded back to an email. Fast word to February 28,2024, I check my bank account and see that they took out a payment$241.66, Mind you, I have not had the car in my possession for over a month. So I called yesterday, **** has not there. Was told by ***** that auto pay was never taken off my account after they had taken it back, ***** stopped it and said Im sorry it should have been taken care of. and that **** would call me tomorrow( meaning today). I wait all day for the phone call, nothing. So then I call them and state So are you guys going to refund me my money that you stole and I didnt authorize usage of my card or are you going to give me the car back? **** states let talk to my manager. So he does and comes back says Manager said no to either one. I said so you guys stole from me and going to get by with it? Like why? And then he says the manager says we cannot. I said ok and hung up.

  Business response

  03/06/2024

  In the case of *******************************, we have investigated the matter with the full cooperation of the franchise owned CNAC. ************** is upset regarding the handling of her account.
  ************** purchased a 2014 ***** CRV on October 11, 2023 from our franchise owned dealership on *****************, ********, **.  The purchase was secured by a retail contract. 
  ************** defaulted on her retail contract, and her vehicle was subsequently repossessed on January 17, 2024. 
  On February 28, 2024, ****************** account was charged automatically because she was previously enrolled in automatic payments. Upon receipt of this complaint, the amount of $241.66 was refunded. In addition, the autopay feature has been removed. 
  If ************** would like to discuss her account, she can contact CNAC at **************
  
  

  Customer response

  03/06/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  02/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not responsible for this account. This account was charged off and written off by the company. I reported the loss on my tax return as gross income and they do not have the right to collect/report this as debt. 1099-C form was generated in 2023.

  Business response

  03/04/2024

  In the case of ***************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC. ************** is disputing the accuracy of the reporting of his CNAC account to the credit bureaus. 

  ************** purchased a 2017 Kia ***** on August 27, 2020 from our Byrider location on *************************** in ***********, **.

  ************** voluntarily surrendered the vehicle on April 10, 2023. The vehicle was sold at auction, and the proceeds were applied to the account, leaving a deficiency balance owed of $6.850. The account was charged off on May 16, 2023. Since Mr. *********** is still responsible for the balance of the account, a ***** would not be applicable. A 1099C would only apply if there was a cancellation of debt.

  The tradelines have been investigated and are reporting the account accurately. 

  At CNAC, we strive to achieve the highest level of satisfaction with every customer. While we sympathize with **************** predicament, CNAC is required by the Fair Credit Reporting Act, as a data furnisher, to provide accurate credit reporting. We cannot adhere to his request to have this removed from his credit report.   

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  IAM NOT LIABLE FOR THIS DEBT WITH CNAC101 THIS COLLECTION AGENCY THEY DID NOT PROVIDE ME WITH ORGINIAL CONTRACT I REQUESTED

  Business response

  02/21/2024

  We have launched an investigation into this complaint however we are not able to identify the account associated with Customer Name or Complaint ID. ********************** has 133 individually owed and operated dealerships nationwide. Please provide the city and state of purchase, and name or account number. You may also contact us direct via email at customerservice.com. Byrider strives to achieve quick resolution to every customer concern but need these details to investigate the matter.
  
  

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June of 2023, I paid a downpayment of $750 for a Black 2013 ******* Elantra. First issue is that at the time the advertisement only stated that I needed $500 and when asked about this they simply stated that it was only for approved customers. Second, I accepted the car on the condition that they detailed the car and that they would fix some AC unit issues that were noted at the time. I was told by *********** that he would schedule the service. Now it Is February 2024, and I'm still waiting on said service in addition, there have been multiple recalls on my vehicle which should have been addressed but never were before it was sold to me that I am now getting in the mail. Lastly Now, my car wont start and I've taken it to multiple people. They have stated that my timing jumped and I have been without a vehicle going on two months now and getting this information about my car has been like pulling teeth, and everytime I call a service department, no one returns a call or gives any update. I have gotten little to no help at all. If i knew that the salesman wasn't going to up hold the end of his bargain and I'd be without a car 6 months later, I never would have bought this car or done business with them.

  Business response

  02/26/2024

  In the case of Mr. ******************** Complaint Number: ********, we have investigated this matter with the full-cooperation of the franchise-owned Byrider.  ************** is dissatisfied with the mechanical issues he has experienced with his vehicle since purchase.
  ************** purchased a 2013 ******* Elantra on July 14, 2023 from the franchise-owned Byrider on *************** in **********, **. The vehicle is covered by a 30-month, ****** mile service contract, whichever occurs first. 

  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 before and during closing, both in writing and orally. ************** signed a Retail Installment Contract securing his purchase.

  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.

  On February 15, 2024, ************** called to inform us that his vehicle broke down in ******. We advised to have his vehicle towed to the Byrider in ******. The diagnosis for the vehicle was that it required a new engine.On February 23, Byrider contacted ************** to provide an update.  We explained that he would be responsible for covering the deductible, shop supplies, and fluid fees, which ************** agreed to and subsequently ended the call.

  We regret that we cannot grant ****************** request to be relieved of his contractual obligation. ************** has a 30-month, ******-mile service contract, and Byrider will stand behind the  service agreement.

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

  
  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I authorized ONE payment for my car note in the amount of ******. Their account manager, *********************, decided to take TWO payments from my account. He ended up putting my account in a negative balance, and OF COURSE it takes 10-business days for them to "investigate" it and even more time to put the UNAUTHORIZED payment back into my account. I am SO DISGUSTED right Now!!!

  Business response

  02/19/2024

  In the case of *************************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC.  Ms. **************** is aggrieved at the processing of payments on her account.  
  ************************ purchased a 2013 Kia ****** on June 25, 2020 from the company-owned Byrider location on *************** in *******, **************.  
  **** has documented policies and procedures surrounding the servicing of accounts and was surprised to learn of Ms. *********** complaint. We promptly launched an investigation and discovered that a payment was run in error by a representative.   The unauthorized payment was promptly refunded.  CNAC took this opportunity to retrain their staff and the associate who made the error received corrective action. Additionally, ************************ was contacted and verified the payment was reversed.
  At CNAC we strive for the highest level of satisfaction for every customer.  We apologize for any inconvenience this matter caused ************************, and we value her as a customer.
  
  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had filed a damage claim to have car repair in Oct 2023was given an appt for Nov 1 2023 to bring car to car lot waited a week and was told they dont do repairs there. They sent me to SASE to have repairs done owner no show next step month later came to take pictures i waited for them to call i had to call *** told me to wait because the estimate is more thsn the car is worth by this time my balance is just about under 3000 *** stated they work with two other vendors and fot me to wait for her to call me back i waited for three weeks no call i call and was told *** would return call back she is on anotger line waited three days i called spoke with ****** she said why did i wait so late i told her yall were the ones who kept putting me off and i had to reminder her she also was one of the person who gsve me the run around she stated they had recorded phone calls log of our convetsation, no problem she said she would get with her superviirs givr me a call back no call back now it is ******* no one call me so i called spoke with *** was advise they wouldnt fix the car because it was more thsm the car is worth i told her when i filed the car wasnt at an low value i asked to speak to ger supervusor ********* stated they wouldnt fix my car but i could trade it in i told her i didnt want to trade in but my car repair because it is their fault for giving me the run around snd i shouldnt have to trade in ny car dont want anymore car paynents

  Business response

  02/19/2024

  In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider and CNAC.  ************ is deceased; therefore the complaint was filed by his mother *************************. ****************** claims CNAC refused to file an insurance claim on her sons vehicle.
  ************ purchased a 2007 Chevrolet Tahoe on April 29, 2020 from the franchise-owned Byrider location on ********** in ***********, **.  The vehicle is covered by a 36-month, ****** mile warranty, whichever occurs first.  
  On November 29. 2023 ****************** evaluated the vehicle and the damage exceeded the value of the vehicle which would result in the vehicle being deemed a total loss. 
  ************ can apply for a new vehicle. However, we cannot authorize repairs on a vehicle once the insurance company deems the vehicle a total loss. We encourage ************ to contact the dealership at **************.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  THIS IS MY SE**ND CAR WITH JDBYRIDER AND CNAC , THE FIRST CAR I HAD NO ISSUES WITH OR ANNOYING PHONE CALLS . THIS NEW CAR I KEEP GETTING PHONE CALLS THAT MY INSURANCE LAPSED ADN THAT IS NOT THE **** EVERY 6 MONTHS A NEW POLICY IS UPDATED WITH MY FIRST CAR I HAD NO CALLS REGARDING THIS CNAC WOULD VERIFY THE NEW INFO WITH MY INSURANCE ** AND NOW IM GETTING ANNOYING PHONE CALLS THAT MY INSURANCE CANCELLED AND WHEN I SHOW THEM PROOF THEY SAY THEY WILL UPDATE MY INFO BUT THEY DONT I GET ANOTHER ANNOYING PHONE CALL EVERY OTHER DAY ASKING ME TO CALL CNAC AND UPDATE MY INSURANCE AGAIN AND AGAIN . I LITERALY HAVE THE EMAILS I SENT WITH MY PROOF OF **VERAGE. THIS LAST EMPLOYEE REFUSED TO GET ME A SUPERVISOR ON 1/25/2024 AND PUT ME ON HOLD AND SAID OH I SEE WE DO HAVE THE UPDATED INFO I DONT KNOW WHY YOURE GETTING THESE CALLS

  Business response

  01/29/2024

  In the case of ***********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC. **************** is dissatisfied by the frequency at which he is contacted regarding his insurance.
  
  **************** purchased a 2017 Chevrolet Cruze on August 3, 2023 from our Byrider location on Broad Street in ********, **. The purchase is secured by a Retail Installment Contract. **************** is required to carry collateral insurance for the duration of the contract.

  CNAC has written policies and procedures in place that govern the collection process and ensure adherence to all federal, state, and local regulations. On December 15, 2023, CNAC received a notification that ****************** insurance policy had been canceled. CNAC attempted to contact **************** regarding the insurance coverage. **************** stated he provided the information, but CNAC showed that the information had not been received. It appeared that the requested information was not uploaded and *************** was asked to resubmit the information.  Upon receipt of the updated declaration page, CNAC updated ****************** account.  

  At CNAC, we strive to achieve the highest level of satisfaction with every customer. We apologize for any inconvenience ***** contact frequency caused ****************, and we value him as a customer. We look forward to our continued relationship.
  

  
  

  Customer response

  01/29/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  CNAC:Is no longer allowing Checking/ACH payments and no longer taking cards from *********** My only bank that I have had the whole time that I have been with them. CNAC states that its my account manager who is turning it off and my account manager states that its CNAC that is preventing her. She is not telling the truth.

  Business response

  01/22/2024

  We were able to speak to our guest and explain why were unable to take certain types of payments. We were able to come to an agreement to allow her to make ACH payments on her account. We should be clear and on the same page at this time!

*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. ↩