Complaints

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

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  CNAC, CarNow Acceptance Company

  12802 Hamilton Crossing Boulevard Carmel, IN 46032

• 

  CNAC, CarNow Acceptance Company

  7550 Leavitt Rd Amherst, OH 44001

• 

  CNAC, CarNow Acceptance Company

  9797 Colerain Avenue Cincinnati, OH 45251

• 

  CNAC, CarNow Acceptance Company

  15200 Lorain Ave Cleveland, OH 44111

• 

  CNAC, CarNow Acceptance Company

  5250 Brookpark Rd Parma, OH 44134

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

• Initial Complaint

  Date:06/24/2024

  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.

  Purchased a 2012 ***** from BY4-RYDER (SW Military ***********, **), which is worth about $10000 less than 5he loan. I was only offered one car from the lot. The sale -price was not disclosed until the very last. I make biweekly payments of $233, in which had they been totallybup-front with me, they would have told me I would be setting m6s3lf up for default, because the twice monthly payments come out to a little less than $600 amonth, not including insurance. I feel I was very misguided during the buying and credit process. I have had to take in for maintenan0ce, and told it need an upper control arm, which in fact it just need a s**** tightened up. Since that visit, I have had to replace a complete clutch with a mechanic of my choice. I have a warranty which is pretty much useless, which they were already aware of the day they sold it me. Buying a car here is one of my largest life regrets. DO NOT RECCOMEND TO ANYONE, not even my enemies.

  Business Response

  Date: 07/02/2024

  In the case of *******************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  
  Ms. *************; purchased a 2012 ***** 3  on October 9, 2023  from the Byrider location on ************************ in ***********, **. The purchase included a 24-month, 24,000-mile limited warranty. 
  
  Byrider has established policies and procedures which govern the sales and underwriting process. ******************** signed a retail agreement which secured her purchase.   All closings are recorded and executed by Secure Close to ensure consistency and proper disclosure.  Our investigation found the terms of the agreement, including the amount financed, down payment and total sales price were disclosed both prior to and during the closing.******************** executed the electronic signature during this process. In addition, the vehicle pricing was on display in the dealership and disclosed on several documents prior to closing including the preliminary purchase worksheet and buyers order. These documents included the price as well as the down payment and were thoroughly reviewed prior to being signed and initialed by ********************.
  A review of the Secure Closing found ******************** did not display any signs of dissatisfaction or express a desire to leave. The closing documents were sent via email to  the email address provided and confirmed during the application process.
  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 vehicle was serviced in February 2024 with complaints about the hood release and hearing noises while driving.  The technician found that the hood latch and release lever needed to be replaced along with the front lower control arms and transmission mounts.  These items are normal wear and tear items that would not be covered by the limited warranty.  The technician also noticed the sway bar links needed to be replaced but these would be covered by the limited warranty.  ******************** was quoted a price of $640.60 plus tax for the work to be completed but declined the repairs and stated she would take the vehicle elsewhere.  
  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.
  
  
  

• Initial Complaint

  Date:06/17/2024

  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.

  I purchased a vehicle from cnac/jd byrider in ******************* May 2023. I was in a desperate financial situation and accepted a loan at exhorbitant interest rates for a car that was priced significantly above KBB. For one year I made every payment on time. I also invested nearly 2K in repairs as I was not informed of existing issues with the vehicle. In June 2024 I was facing significant financial struggles and was unable to make payments. My car was listed for reposession. Which I understand is the right of CNAC. However, the company engaged in unethical and illegal practices. These included threatening to use law enforcement to repossess the vehicle, threatening and intimidating my children who were not parties to any contract, having a tow truck drivers on several occasions create unsafe conditions pursuing my vehicle. This came to a head when a CNAC contracted tow truck driver started a confrontation by threatening my son which resulted in the staff of a retail store contacting law enforcement.

  Customer Answer

  Date: 06/18/2024

  The person who the BBB has contacted to "resolve" this issue is ********************* Director of CNAC Finance/JD Byrider. He is the individual about which most of my initial claim references. He is now using the information sent by the BBB to make false accusations and threats via text. He is the individual who sent a repo agent to my door in breach of peace to threaten and intimidate my daughter and to threaten to use law enforcement for repossession purposes - a violation of the law in ********. *********************' repossession agents also pursued my son while he was in possession of the car creating unsafe and threatening conditions, again breaching the peace and violating the law that an occupied vehicle cannot be repossessed.
  
  Further, ********************* has threatened me and accused me of unethical behavior simply because I have exercised my rights during this process. He has accused me of hiding the vehicle - not so. His agents have located the care multiple times. He has accused me of making no effort to work with him. Up until threats began, I was diligently working to come up with money to make payments. 

  Business Response

  Date: 06/19/2024

  Regarding *********************, complaint number ********, we conducted a thorough investigation with the full cooperation of the franchise-owned CNAC. ************** is dissatisfied with how the vehicle repossession is being handled.

  On May 26, 2023, ************** purchased a 2012 ***** 3 from the franchise-owned Byrider location at ***************** in **********, ********. A 24-month, 24,000-mile service contract, whichever comes first, covers the vehicle.

  ************** defaulted on their retail contract, and her vehicle was put out for repossession on May 24, 2024. CNAC has written policies and procedures in place to ensure every repossession complies with federal and state regulations. 

  At CNAC, our goal is to provide the highest level of satisfaction to every customer. While we understand Ms. ****** situation, she did default on her retail contract. We are following our policies and procedures throughout the repossession process, and we believe that the repossession is being handled fairly and in accordance with the law.
  

  
  

  Customer Answer

  Date: 06/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [While i have no doubt that as written the policies of JD Byrider are within the bounds of the law, as executed they have been extraordinarily unprofessional, and I believe in violation of the law. In ********, it is illegal for a repossession agent to use or threaten to use law enforcement to assist in the repossession of a vehicle. Despite this, these threats have been made by both ********************* and the repossession agents (tow truck drivers) on more than occasion. Further, it is a violation of the law to attempt to repossess a vehicle that is currently occupied or to breach the peace. This has also occurred. I again also point out the disparity between ************************* assertion that the vehicle has been hidden and the fact that his repossession agents have located the vehicle several times - they simply were not in a position to take possession of it legally. Further, ************ has sent several unprofessional texts and emails mocking my financial situation, showing a lack of empathy, and making threats.]
  
  Regards,
  
  *********************
  

  Business Response

  Date: 06/25/2024

  We stand behind our original response.   While we understand Ms. ****** situation, she did default on her retail contract. We are following our policies and procedures throughout the repossession process, and we believe that the repossession is being handled fairly and in accordance with the law.

  Customer Answer

  Date: 06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  While I accept that the business is unlikely to do anything meaningful to address the lack of professionalism or illegal behavior, I want to reiterate, on the record, how and where they have handled this situation with an extraordinary lack of professionalism.
  

  First, whether I was or was not in default of a retail contract has never been the issue. A car dealership has legal and ethical obligations to follow through the repossession process. CNAC Finance/JD Byrider/Wood River Automotive/*********************/The repossession agents contracted by CNAC finance has failed to do that at multiple points through the process. This includes
  
  Threatening and unprofessional emails and texts from *********************
  Threatening and unsafe behavior from the towing agent
  Threats to use law enforcement to assist in the repossession process (Illegal in the state of ********)
  Breaching the peace at my place of residence
  Attempting to intimidate people who were not a party to the retail contract

  Attempting to repossess the vehicle when it was occupied

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

  
  

• Initial Complaint

  Date:06/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CNAC took money from my account without my authorization. I have a car loan through them due every 2 weeks, with which I agreed upon. My next payment was supposed to be due on the 14th of June, instead they went into my account turned on auto pay and took the payment today (June 7th). When I contacted the company they couldn't explain why the payment was taken today and told me it would take 7 to 10 days before anything could be done about it. Basically by the time I would get the money it would be time to make my payment. I asked several times to speak to a supervisor only to be put on hold and never once transferred to a supervisor. They couldn't explain why the payment was taken, nor would they let me talk to a supervisor about it. This company is taking money from people without their authorization, violating the agreement that I made with them. When I have contacted them before, they never want to help and can never answer anything.

  Business Response

  Date: 06/11/2024

  In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC. **************** is aggrieved at the processing of an automatic payment on his account.  

  **************** purchased a 2012 ******* Sonata on April 14, 2023 from the company-owned Byrider location on ****************** in ********, ***

  CNAC has documented policies and procedures surrounding the servicing of accounts and was surprised to learn of Mr. ******* complaint. We promptly launched an investigation and discovered that an auto payment was processed on June 7th. CNAC has processed the payment refund and confirmed the cancellation of automatic payments.

  At CNAC we strive for the highest level of satisfaction for every customer. We apologize for any inconvenience this matter caused ****************, and we value him as a customer.
  

  
  

• Initial Complaint

  Date:06/04/2024

  Type:Order 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 am not liable for this debt with CNAC, I do not have a contract with CNAC, they did not provide me with the original contract as i requested.

  Customer Answer

  Date: 06/07/2024

  Document attached!

  Business Response

  Date: 06/10/2024

  ****************************; filed a complaint number ******** about the accuracy of their credit bureau reporting. Specifically, **************** disputes the accuracy of their CNAC account reported to the credit bureaus.
  Upon receiving the complaint, CNAC conducted a thorough investigation of the tradeline and concluded that it was being reported accurately.
  **************** purchased a 2013 ******* Sonata on September 30, 2021 from our Byrider location on **************************, IN.  The purchase was secured by a retail installment contract.
  ******************** vehicle was repossessed because of a retail contract default on March 24, 2023. CNAC adheres to established policies and procedures when repossessing vehicles to comply with relevant regulations. All necessary forms and correspondence were sent to the account's address to ensure a smooth process. The repossessed vehicle was sold at an auction, and the proceeds were used to reduce the debt. However, a deficiency balance of $8,304.35 remained, leading to the account being charged off on May 25, 2023.
  As a data furnisher, CNAC is required by the Fair Credit Reporting Act to provide accurate credit reporting. Therefore, CNAC cannot honor ******************** request to remove the information from their credit report.
  CNAC acknowledges and empathizes with the disappointment expressed by ****************; however, CNAC is obligated to provide accurate credit information.
  
  

• Initial Complaint

  Date:05/29/2024

  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.

  Well it's been going on for a couple of months now. I lost my job and I've managed to scrape together the bi weekly payments of 273 every 2 weeks. Up until the last couple of weeks I have managed to get my payments together. But with that being said I got daily phone calls two three times a day I got followed by JD by rider employees to the point they followed me out of state to leave a note on my car to contact them. Ive almost been in a couple of accidents because of them following me. I'm only 503 behind on my car payment and ***** sent out someone to my job last week which I just started the week before. They came out to my job because I wasn't answering my phone cause I was at work the guy called ***** the manger and put me on the phone and ***** chewed my a** cause I called the 1800 number to cnac to tell them what has been going on and to find out if I could refinance, trade in for cheapercar, a forgiveness of a couple months anything to help me keep my car I told the lady about everything and she said corp would. Call me but nope one of ******* guys called me and said if I don't get my payments on time and caught up I'm going to lose my car. I told the guy everything I told the lady at corp and he laughed at me said they wasn't following me or harassing me but showing up to my job is harassment. Now a couple of days ago ***** called again and flat out said need a hefty payment on my car is going to be repossessed but when I go online to try and make a payment I can't make online payments they have them blocked on me and I told corporate lady that I didn't want to deal with ***** no more and that I wanted to try and do something to save my car and nobody will help me save my car I need every two week payments for the last year

  Business Response

  Date: 06/05/2024

  In the case of *********************************, Complaint Number: ******** , we have investigated this matter with the full cooperation of the franchise-owned CNAC.   ****************** is dissatisfied by the frequency at which she is contacted regarding her account.  
   
  ****************** purchased a 2015 Dodge Dart on June 27, 2023 from our Byrider location on ********* in ************, **. The purchase is secured by a retail contract.
  
  CNAC 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.
  
  ****************** defaulted on her retail agreement and CNAC has made several attempts to secure acceptable payment arrangements.  Upon receipt of this complaint, CNAC has made contact with ****************** and has provided her with a pathway to bring the account back to good standing.
  
  At CNAC, we strive to achieve the highest level of satisfaction with every customer.  Our goal is to help ****************** through this difficult time. We value her as a customer and look forward to our continued relationship.  

• Initial Complaint

  Date:05/23/2024

  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.

  Cnac keeps calling stating that my insurance has been cancelled it has not been cancelled. Then they say they need updated information on my car insurance. Declarations pages have been sent 5 times in 3 months via fax and email.

  Business Response

  Date: 05/28/2024

  Regarding complaint number ******** for Mrs. ********************** we have thoroughly investigated the matter with the cooperation of the corporate-owned CNAC. *************** is upset by the handling of her account.
  *************** purchased a 2016 Chrysler 200 on December 16, 2023 from the Byrider location on ************ in ************, **. The vehicle is covered by a 30-month, 30,000-mile service contract. 
  *************** has stated that she has faxed and emailed the declaration page to us 5 times.   Unfortunately, that information has not been updated in our system but we want to get this corrected.  Please have the declaration page sent to ************************************ so that this matter can be rectified.  Please ensure that the deductible is no more than $500 and that Byrider is listed as the lienholder at ************************************************************************************. 46032.
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience this issue has caused and we value *************** as a customer.  We look forward to our continued relationship.
  
  

  Customer Answer

  Date: 05/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response 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

  Date:05/17/2024

  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.

  I have been calling for 3 weeks now in regards to my vehicle being totaled out. ****** told me that she would send me information regarding how their process works for total loss on vehicles and never did as of yesterday. I contacted them again today and ******** said the regional manager said no they wouldnt send me anything. In addition to the fact that I was told when I purchased the vehicle that I had gap coverage and they lied about that too. They no longer have a dealership here and no way to fix the vehicle with the current issues it has which are under warranty.

  Business Response

  Date: 05/21/2024

  Concerning case number ********, ***** ****** is dissatisfied with the handling of his account following an accident. Our investigation, done with the cooperation of the company-owned CNAC, delved into this matter.

  On December 29, 2022, **************** purchased a 2012 ********** Jetta under the terms of a Retail Installment Contract.

  On April 30, 2024, CNAC was notified that the vehicle was involved in an accident. An insurance claim was processed through ****************** Company, and the vehicle was determined to be a total loss. **************** has the option to offer a settlement amount on the deficiency balance once CNAC receives the insurance check and it is posted to his account. A representative would be happy to explain the options available to him. However, CNAC is unable to contact **************** directly due to a cease and desist request he made on April 3, 2024. To receive further assistance, **************** should contact CNAC's management by calling the number ************** and requesting to speak with a manager.

  CNAC is dedicated to providing the utmost satisfaction to each and every customer. We deeply appreciate ******************** patronage and value our ongoing relationship with him.
  

  
  

  Customer Answer

  Date: 05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  If there is an offer to  settle just tell me what percentage they offer and how the payment schedule will go now.  I do not need to call.  I want the information in writing so that I know for sure what to expect once the insurance company takes my vehicle and I dont have anything but a payment and their word.  What is the percentage that I would have to pay?  Thats all I want to know and I want it in writing.
  
  Regards,
  
  Andel ******
  

  Business Response

  Date: 05/30/2024

  As of May 23, ****************** confirmed they do not have possession of the vehicle and will not proceed with the claim until **************** releases the vehicle to ******************* Once the insurance check is received and applied, **************** account will be left with a deficiency balance. CNAC is not obligated to settle the deficiency balance and cannot settle without his cooperation. 

  Customer Answer

  Date: 05/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They are lying.  They are not honoring their warranty.  They have no facility here in ****** anymore.  They dont want any resolution on this vehicle because they know they make more money by making me keep the vehicle even though it cant be repaired or insured.  They also have lied to me several times over the phone stating that they would settle the account for a certain percentage.  All Im asking is for that information in writing.  They are committing fraud which is why they are lying about Allstate.  They know that Im waiting for them to tell me the terms of settling, before I give my car to Allstate.  The longer they draw this out the more money they make and they know it.
  
  Regards,
  
  Andel ******
  

  Business Response

  Date: 06/03/2024

  We stand by our response. We cannot proceed with the claim without the insurance check and **************** cooperation.

  Customer Answer

  Date: 06/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Again you want me to give them (Allstate) my car and give you (CNAC) a check but you cant tell me in writing what to expect once I do that.  When your people already lied about me having GAP coverage.  Im just supposed to blindly do that without knowing what youre going to do after Ill do it?  Then I will see you in court then.  This is going no where maybe a judge will see how shady this is now that I have a record of it.
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:05/02/2024

  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.

  My car was stolen last night. I called the police and filed a report immediately. I called CNAC as soon as they Opened this morning. The dealership made me aware that they had a tracking device on the car when I signed my lease. I asked CNAC if they would track the car for me. They refused saying that they would only talk to the police even though I had a police report proving that I was telling the truth and my car was actually stolen. I was given different excuses to why they refused to help me find my car. I had the police call and confirm that my car was stolen. CNAC still refused to talk to me they would only talk to the police which is unethical because the police are busy and cant keep calling to look for my car all day. But I can. CNAC still expectS me to pay monthly for a car that I cannot locate even though they have the means to locate it. I even offered to buy the location service from them because most dealerships offer the tracking service but they didnt. They refused to sell it to me because this is their policy which is extremely unfair to the customer who just wants their car back.

  Business Response

  Date: 05/06/2024

  In the case of ***************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC.   **************** is aggrieved by the handling of her account.  
  
  **************** purchased a 2013 Kia **** on May 2, 2022 from our Byrider location on *************** in **********, ***  A 36-month, 36,000-mile service contract, whichever came first, covered the vehicle.
  During the sales process, **************** was presented with the option to purchase the optional GPS tracking service for $195 to which she declined.
  On May 2nd, **************** called in stating the vehicle was stolen the night before.  She stated she filed a police report and she was informed to have the police contact CNAC to be able to assist with locating the vehicle.  Detective ***** contacted CNAC on May 2nd at 8:43am and the location of the vehicle was shared with him.  Since this is an ongoing investigation we are only allowed to share location with law enforcement.
  At Byrider, customer satisfaction is our top priority. We sincerely apologize for any inconvenience you have experienced due to the issues. We highly value ****************** ****** as a customer. We look forward to our continued relationship. 
  

• Initial Complaint

  Date:04/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 09, 2024 I made a payment of $250 to CNAC101 on military and the manger ***************** called me telling I never made the payment. I told her I have bank statements and she refused and continue to tell me I never made a payment. I ask for corporate number she told me she cant provide me a number I told her can they call me and she said no I have to deal with her. I end up payment $270 on April 26, 2024 so they would repossessed my car. I need money back or at least put it towards my next car payment because I know I made that payment on March 09, 2024 with proof.

  Business Response

  Date: 05/06/2024

  In the case of *****************************, Complaint Number: 21638248,  we have investigated this matter with the full cooperation of the franchise-owned CNAC.   **************** is disputing the handling of her CNAC account payments.
  
  Ms. Palomo  purchased a 2013 Kia **** on March 1, 2024 from a franchise owned Byrider location on ****************** Drive in ***********, ***  The purchase was secured by a retail contract.
  On April 24, 2024, CNAC received a notification stating that the payment made by **************** on March 8, 2024, was returned by her bank due to insufficient funds. **************** will need to contact her bank if she has any questions regarding this chargeback. 
  
  At ****, we strive to achieve the highest level of satisfaction with every customer.  We apologize for any inconvenience this has caused ****************, and we value her as a customer.
  
  
  

• Initial Complaint

  Date:04/24/2024

  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 bought my car with *** Byrider in March 2022. I'm finally in the position to pay the entirety of my car loan off. I spoke to a representative on 4/18/2024. I first give the representative my credit card information and he tells me it doesn't go through. I then try to use my debit card... And again the representative tells me the transaction didn't go through. After both of the cards not going through I ask the representative if we can use my checking account information, finally the representative says the payment went through, tells me to keep an eye out for my confirmation email and congratulates me. The next day I check my bank account to see that multiple transactions from purchases I have never made in increments up to $500 as well as a $600 transaction on the credit card (I have never used these cards EVER, never given the card number out never used the card anywhere. I had just got the credit card in the mail a few days prior to paying off my car and my debit card has been sitting my my desk drawer for months since I opened up my checking account). I called in to CNAC that day to try and speak to a supervisor. After being transferred back in forth a few times I'm then eventually transferred to a supervisor where I'm told that there is nothing they can do besides listen back to the recording as well as the representative who took my call has been employed with the company for awhile now . Obviously there is something wrong going on here, whether its the representative I spoke with who took my card information or something is wrong with the payment system that they use and their customers information has been leaked.

  Business Response

  Date: 05/01/2024

  In the case of *****************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned CNAC. ****************** is upset with fraudulent charges on her credit card after paying her final payment.

  ****************** purchased a 2014 Chevrolet Cruze on March 16, 2022 from the company-owned Byrider location on ****************** in ********, ** and made her last payment on April 18, 2024.

  We were surprised to learn of these accusations. CNAC has established guidelines and procedures for account servicing. We have attempted to contact ****************** for additional details, but our efforts have been unsuccessful. We ask that ****************** reach out to our collection and servicing managers ***************************** or ************************* at ************** so that we can properly investigate these claims.