ComplaintsforByrider

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a Chrysler 200 from byrider on 1-28-24 or somewhere close to that. They gave me a temp tag, 30 days later I was trying to get my memo title and thats when the problems began, I had to get another temp tag. And when that was close to expiration (two months after my purchase) I went to the bmv to try and get my memo title well when they went to find the vin number they couldnt find anything. I contacted byrider they later contact me back saying my car has a theft hold on it. I get a call back again saying I need to come to the lot which is 1 hour and 45 minutes away from me. So a cop can come inspect it so the problem can get fixed, well I go up there the cops come up and the tell me I need to get all of my stuff out of my car because it is stolen and they do need to take it. So I had to put all of my stuff outside of byrider and my friend and her baby Had to get out to and we had to leave our stuff outside. Fast forward cnac trys to not give me another vehicle, I had to talk them into giving me another vehicle that they are charging me more for! And another down payment. I dont think this is okay. Im only 19 and have no family to help me so I had to take this car and they knew this as I had mentioned it several times. They made me late for work causing lost wages, and stress. I had out around 3000 in the other car and they took it off the final payment of this one even though they are charging me another 1000 for the deferred down payment. Regardless they sold me a stolen car the first time. Causing me a lot of stress from even taking it and keeping me there for 7 hours before even figuring anything out. And they did not care, nobody cared that we had a baby with us. That I was going to be late for work. Or that I was literally freaking out. Considering the fact Im only 19 and have never gotten a car before I didnt know what to do in the situation.

  

  Business response

  04/16/2024

  In the case of ***************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider.  ************** is dissatisfied because of the sales process.  
  ************** purchased a 2015 Chrysler 200 on January 31, 2024 from our Byrider location on **************** in **********, **.
  Upon receipt of the complaint we reached out to ************** and explained that all payments have been transferred to her new vehicle. 
  At Byrider we strive for the satisfaction of every customer. We apologize for any inconvenience the delay in the title has caused, and we value ************** as a customer. We look forward to our continued relationship. 
  
  

  Customer response

  04/17/2024

  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

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2010 ********** Lancer from the Mishawaka dealership on November 16, 2019. Had it 2 weeks and started noticing electrical issues. Car would intermittently start and stall. Asked service about it, was told they'd get me an appointment, never got a call. Fast forward to 2021, the computer went out, told them about it, no response ONCE AGAIN. Fast forward once again to September of 2023, the car refused to turn over or even start. Brought the issue up ONE MORE TIME. Then of course when I bring it up to the corporate office and the bank (CNAC FINANCE) I was basically told it's my problem, not there's. They told me the computer and electrical wasn't covered under a warranty, I literally paid for, say it in the contract. The last time I tried to start it, the vehicle started smoking under the dash, I've been frightened to try and start it since. I paid $23,295.52 FOR THIS CAR, never missed a payment, owe $700 on my loan and I have NOTHING to show for it. I like to think it's the wiring from where they put the Spireon LoJack GPS systems on (that they say they don't use). If I don't receive a response making it right, I WILL be contacting my attorney.

  

  Business response

  04/02/2024

  In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. ****************** is upset with mechanical issues.

  ****************** purchased a 2010 ********** Lancer on November 16, 2019 from our company owned dealership on ********** in *********, **. He also purchased a 48 months or ****** miles service contract, whichever occurs first. 

  While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.

  Our service records show that ****************** has not brought his vehicle to our service department since the time of purchase. Upon receipt of this complaint, Byrider contacted ****************** regarding his most recent concern. ****************** suggested the *** unit on his car caused the electrical issues. Byrider uses *** devices on all our vehicles and the installation is a simple process that typically does not cause wiring issues. We explained that electrical is not covered under the vehicle service contract, which was also disclosed at the time of purchase. In addition ****************** is now out of his vehicle service contract for 4 months. Byrider can provide assistance in diagnosing any issues with the vehicle as well as evaluate the ***, but to receive this service, ****************** will need to make an appointment. Alternatively, he is free to have his vehicle serviced at any service department of his choosing.

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience, and we value ****************** as a customer.
  

  
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Got the car in April of 2021 the car has been in and out of the shop since getting the car. The consuming part is from January 24, 2024 to February 14, 2024 my car was in the shop needed a engine, they put it in and I went up to the sales department and paid my fee and took my vehicle the same day my car broke down while I was driving. The car went back in February 15,2024 they came and towed it. The car was in the shop tell February 23, 2024 the engine misfired on me again but before it did and I got the vehicle on the vehicle a bolt was loose and I took the vehicle to the sales place on February 15th same day to complain and see what to do they said that its not on them its on the service department. As well as that same day there was no paperwork showing what was worked on. Now its back in the shop since February 23,2024 and is on the 3rd engine and still not fixed. I have called to get updates talked to so many people to see if I could get a credit for the months I paid for my vehicle when I couldnt drive it. I pay 188 ever two weeks for it and cant drive it. I also asked if I could have a new engine instead of used so we are not in the situation they said no as well.

  

  Business response

  04/02/2024

  Regarding complaint number ******** for *****************************, we have thoroughly investigated the matter with the cooperation of the company-owned Byrider. **************** is upset by the mechanical service.
  **************** purchased a 2011 Chevrolet Traverse on April 6, 2021 from the Byrider location on **************** in Indianapolis, IN. The vehicle is covered by a 48-month/60,000-mile service contract. 
  
  While it is understandable that dealing with service issues can be frustrating, a pre-owned vehicle, similar to any mechanical device, requires proper maintenance and occasional repairs to ensure performance and longevity.
  The vehicle came into service in January and it was determined that the engine needed to be replaced.  A replacement engine was ordered and the repair was completed by February 14th.  The work was completed under the service agreement and there was no out of pocket cost to ****************.  The vehicle was towed back in at the end of February and it was determined that the replacement engine was defective.  The work was sublet out to ********** ******** to complete the engine replacement.  The engine was ordered and received on March 30th.    
  The vehicle is currently undergoing repairs and is expected to be completed by Wednesday, April 3rd.
  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. 
  

  Customer response

  04/05/2024

  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

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had 2 replacement turbos from Byrider corporate that is now under warranty. and now that it is ANOTHER bad part INSIDE of the turbo I have to pay for it??? This is ridiculous and Im tired of having to deal with corporate getting CHEAP parts for my car. I want my car to ACTUALLY BE FIXED!!!

  

  Business response

  03/27/2024

  In the case of *************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. **************** is upset with mechanical issues.

  **************** purchased a 2012 Kia ****** on January 26, 2021 from our company owned dealership on *************** in **********, **. She also purchased a 48 months or ****** miles service contract, whichever occurs first. **************** has put over ****** miles on her vehicle and has now exceeded her service contract mileage.
  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.

  According to our service records, the turbocharger failed and was replaced. While the turbo components are not a covered item under the service agreement, Byrider has covered the costs of these repairs as a gesture of goodwill. **************** has exceeded the mileage covered under the service agreement and future repairs including labor and parts will be her responsibility. 

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

  
  

  Customer response

  03/27/2024

  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.]
  The turbo that was recently replaced I was told was UNDER WARRANTY. I was told by Byrider about this. 
  Regards,
  
  *************************
  

  

  Business response

  03/28/2024

  We stand behind our original response.  **************** has exceeded the mileage covered under the service agreement and future repairs including labor and parts will be her responsibility.

  Customer response

  03/28/2024

  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. 
  
  

  I will be getting the news involved then. I know multiple people who have gone through you all and have experienced the same things. Just because the business changes their name doesnt mean you all arent crooks anymore. Thank you and have a great day. 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well I bought a ********************************* 2022 I have had taken it to tem in jan to fix it and they didn't fix anything so on March 5 I take it back cause the same problem is happing again so its been ther for all thisctime thenvthey send it **** garage to find out why it won't start they have had it for 3 days and still working on it cause they said its yhe brain or something so now its been going on 3 weeks and no car I was told that they have 15 days to hold my car if they can't fix it they have to refund me my money or give me another car of equality value I have a 30 month or 30k mile warranty

  

  Business response

  03/25/2024

  Regarding complaint number ******** for ***********************************, we have thoroughly investigated the matter with the cooperation of the company-owned Byrider. ********************** is upset by the mechanical service.
  ********************** purchased a 2010 **** Fusion on December 17, 2022 from the Byrider location on State Street in *********, **. The vehicle is covered by a 30-month or 30,000-mile service contract. 
  
  While it is understandable that dealing with service issues can be frustrating, a pre-owned vehicle, similar to any mechanical device, requires proper maintenance and occasional repairs to ensure performance and longevity.
  The vehicle was towed into service in January with complaints of the vehicle not starting.  Despite **************'s efforts, they were unable to replicate the problem, and no error codes were present to provide further insight.  ********************** stated he needed the vehicle back for a doctors appointment and could not leave it for extended testing.  He was advised to contact service if the problem persisted.   ********************** incurred no out-of-pocket expense, as Byrider waived the diagnostic fee.  
  The vehicle was dropped off on March 5th for the recurring no start problem..  The technician was able to duplicate the no start issue and found the problem to be with the fuel system.  The vehicle was sent to a local **** dealership for further diagnosis. The **** Technician discovered a faulty Powertrain Control Module.  The part was ordered and **** scheduled the installation.  Due to the specialized diagnostics and part availability the repair took longer than expected.   ********************** is scheduled to pick up the vehicle today.  The part is not a covered item under the vehicle service contract. 
  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

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a car from this company. The sales man had me into two different rooms signing contracts before I even looked at the car. I asked for a truck and they gave me a ***** tracks. I found out the next day the car did not have any heat the first bad winter storm **** had this year. I took it too there shop and they said they fixed it. I still didnt have no heat after they said the technician fixed it until the third time I had to go back for more issues this car has. The sales man told me one price now there are saying I owe ****** for a car I do not want and is falling a part since day one. Now since the last time it was in the shop it has hood damages now and they are not trying to take the blame that it happened in there shop. As I was driving the car back from the shop on a rainy day my booster hose was not connected so it had me pull over because the car was shutting down on me. Due to the hose not being attached to the booster housing. They are not trying to be a fault of anything that happens after it leaves there lot. Even though I have pictures of my car of what it looked like before and after it left with the tow company to there shop. This company is not a good company at all I asked since my heat went out can they check to make sure nothing else was going to go wrong. They said they did but right after that I needed spark plugs and basically a tuneup on an$****** vehicle that is not worth it falling apart since day one. They said they would have me a truck better then my trade in they lied all my trade in needed was a tuneup not all the problems they just sold me in the dark ******* to get the last customers money.

  

  Business response

  03/20/2024

  In the case of *******************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. ******************** is aggrieved with the condition of her vehicle.

  ******************** purchased a 2015 Chevrolet Trax on December 13, ********************************************************* ********, **. She also purchased a 30 months or ****** miles service agreement, whichever occurs first. 

  Before making it available for sale, each Byrider vehicle undergoes an in-depth inspection and reconditioning process to ensure its functionality and reliability.

  Our service records show ******************** brought her vehicle to our service department on January 30, 2024 due to no heat. ************** replaced the blower motor resistor and the valve cover at no cost for ********************. She returned on February 28, 2024, with a transmission issue. Before beginning the inspection, ************** observed the hood damage and believed ******************** was already aware of this damage since it arrived this way. The total cost of the transmission repair was $1,224.39. All eligible parts and labor were processed through the service agreement  leaving ******************** with an out-of-pocket expense of $500. She retrieved her vehicle on March 5.

  The following day, ******************** contacted the service department to discuss the hood damage. We informed her that the damage was present upon the vehicle's arrival. While we empathize with ************************ situation, Byrider has no knowledge of the damage occurring while at the service center as it was noted upon arrival.

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

  
  

  Customer response

  03/24/2024

  My Small SUV is now due for an oil change. I normally work on my own vehicles. I climbed under the vehicle 03/24/2024. When I got to finally get to see the bottom of the vehicle again I found that the bolt has been rounded off almost, it is leaking in more then one place on the vehicle. Due to the rain, snow, and the weather we have been having I have not got to see the bottom of the vehicle until now. I recorded the sounds that I kept asking them to check out. It sounds like it is getting worse. Id rather have a better reliable vehicle that has not as high miles that is on it. With the promise the sales man promised I would be in a better and reliable vehicle when this one has been in there shop since I purchased it from them.

  Customer response

  03/26/2024

  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. 
  
  My Small SUV is now due for an oil change. I normally work on my own vehicles. I climbed under the vehicle 03/24/2024. When I got to finally get to see the bottom of the vehicle again I found that the bolt has been rounded off almost, it is leaking in more then one place on the vehicle. Due to the rain, snow, and the weather we have been having I have not got to see the bottom of the vehicle until now. I recorded the sounds that I kept asking them to check out. It sounds like it is getting worse. Id rather have a better reliable vehicle that has not as high miles that is on it. With the promise the sales man promised I would be in a better and reliable vehicle when this one has been in there shop since I purchased it from them.
  
  Regards,
  
  *******************************
  

  

  Business response

  03/29/2024

  While we understand that dealing with any service issue can be frustrating, a preowned vehicle like any other mechanical device will require routine maintenance and repairs to ensure its continued operation. We cannot adhere to ********************** request for a different vehicle. ******************** purchased a 30 months or ****** miles service contract, whichever occurs first. Byrider will stand behind the vehicle service contract.

  ******************** contacted ** on March 26 to report new problems with her vehicle. We tried to schedule an appointment, but she said she would call us back. While Byrider is willing to diagnose ************************ vehicle, she must bring it in for evaluation. 
  

  
  

  Customer response

  03/29/2024

  Due to the effected vehicle the company states they make sure the vehicles don't have any major problems to make sure the consumer can have a reliable vehicle. But yet since I drove the car home with no test drive because it was late at night. The vehicle has been falling apart and has a major leak. I have to work to pay for this vehicle and is the only transportation now. Since I traded my other vehicle in. Thinking it would be reliable when it is not. The price of the vehicle is not worth what they want for the vehicle. I shouldn't have to be in there shop every Tuesday or every other Tuesday to keep putting more miles on the vehicle and wasting my time. Just to get this problem solved when they had my vehicle way too many times before I had to complain. To others about this company. My credit is way too good to be treated like this as a customer they want to keep. 

   

  Customer response

  04/01/2024

  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. 
  
  Due to the effected vehicle the company states they make sure the vehicles don't have any major problems to make sure the consumer can have a reliable vehicle. But yet since I drove the car home with no test drive because it was late at night. The vehicle has been falling apart and has a major leak. I have to work to pay for this vehicle and is the only transportation now. Since I traded my other vehicle in. Thinking it would be reliable when it is not. The price of the vehicle is not worth what they want for the vehicle. I shouldn't have to be in there shop every Tuesday or every other Tuesday to keep putting more miles on the vehicle and wasting my time. Just to get this problem solved when they had my vehicle way too many times before I had to complain. To others about this company. My credit is way too good to be treated like this as a customer they want to keep. 
  
  Regards,
  
  *******************************
  

  

  Business response

  04/03/2024

  Byrider has attempted to contact ******************** to work towards a resolution. However, our efforts to reach her have been unsuccessful. Our most recent attempt was on April 3 at 9:53 am to ************ resulting in a left message. ******************** should call ************ and ask for *********************** to schedule an appointment at her earliest convenience. Byrider will stand behind the service agreement; however, ******************** must bring the vehicle in to be evaluated.

  Customer response

  04/13/2024

  I still do not agree with what has been going on with the ***** track it is now not running at all due to a radiator leak. I have not been able to make it back to there shop Because of my work as well my kids. I let them know I will be up there on a Tuesday they said they would try to rush me to the front but still will take up to 3 to 5 days to have the vehicle. I rather for them to just mark it to the blue book price. It still is not worth ****** with interest. It is not reliable since day one and I'd prefer to have something that is a real truck or third row Suv this truck is too small and has way too many issue's that it should not have at the price they put on contract. 

• Initial Complaint

  03/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had the car for a year My transmission went Out they been having my car for two months its gettin ridiculous.

  

  Business response

  03/22/2024

  Regarding complaint number ******** for *************************, we have thoroughly investigated the matter with the cooperation of the company-owned Byrider. ************** is upset by the mechanical service.
  ************** purchased a 2015 **** Escape with ******* miles on August 22, 2022 from the Byrider location on ************* in Indianapolis, IN. The vehicle is covered by a 36-month or 36,000-mile service contract. 
  
  While it is understandable that dealing with service issues can be frustrating, a pre-owned vehicle, similar to any mechanical device, requires proper maintenance and occasional repairs to ensure performance and longevity.
  On February 7th the vehicle was towed in with complaints of transmission problems. It was determined that the transmission needed to be replaced. ************** had exceeded the mileage of service agreement having driven the vehicle more than ****** miles since purchase.    ************* was advised that the cost for the repair was $3,219.19. In an attempt to demonstrate goodwill, the service manager offered a discounted rate of $2,000 for the completion of the work.The payment was required to start the work. 
  ************** agreed and the part was ordered. It was received the last week of February.  Because Byrider Service works by appointment,  there were several other heavy line repairs ahead of Ms. ****** vehicle and work began as soon as possible.  On March 19th during the repair process the technician determined that the replacement transmission was not aligning properly.  A call was placed to the manufacturer who stated they would build a new one. The replacement was expedited but will take approximately a week to receive it.  *********** manager has reached out to ************** during the process to keep her up to date on the progress.
  At Byrider, customer satisfaction is our top priority. We sincerely apologize for any inconvenience and the unexpected delay experienced. We highly value ************** as a  customer. We look forward to our continued relationship. 
  
  

  

  Business response

  03/22/2024

   Regarding complaint number ******** for *************************, we have thoroughly investigated the matter with the cooperation of the company-owned Byrider. ************** is upset by the mechanical service.
  ************** purchased a 2015 **** Escape with ******* miles on August 22, 2022 from the Byrider location on ************* in Indianapolis, IN. The vehicle is covered by a 36-month or 36,000-mile service contract. 
  
  While it is understandable that dealing with service issues can be frustrating, a pre-owned vehicle, similar to any mechanical device, requires proper maintenance and occasional repairs to ensure performance and longevity.
  On February 7th the vehicle was towed in with complaints of transmission problems. It was determined that the transmission needed to be replaced. ************** had exceeded the mileage of service agreement having driven the vehicle more than ****** miles since purchase.    ************* was advised that the cost for the repair was $3,219.19. In an attempt to demonstrate goodwill, the service manager offered a discounted rate of $2,000 for the completion of the work.The payment was required to start the work. 
  ************** agreed and the part was ordered. It was received the last week of February.  Because Byrider Service works by appointment,  there were several other heavy line repairs ahead of Ms. ****** vehicle and work began as soon as possible.  On March 19th during the repair process the technician determined that the replacement transmission was not aligning properly.  A call was placed to the manufacturer who stated they would build a new one. The replacement was expedited but will take approximately a week to receive it.  *********** manager has reached out to ************** during the process to keep her up to date on the progress.
  At Byrider, customer satisfaction is our top priority. We sincerely apologize for any inconvenience and the unexpected delay experienced. We highly value ************** as a  customer. We look forward to our continued relationship. 
  
  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My ram truck has been at the Colerain dealership for 4 months they cant figure out how to fix it under warranty i have spoke a few. People but no real help soon I will lose my job I dont even know the cost of all the repairs Im blind here I spoke to a gm that was really no help and now the location where my car is has close the store permanently so I dont know what to do I have been making all my payments so I feel this is not right

  

  Business response

  03/12/2024

  In the case of *********************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. ************** is aggrieved with the amount of time it took for his vehicle to be repaired.

  ************** purchased a 2010 Dodge RAM 1500 on February 10, 2022 from our company owned dealership on *************** in **********, **. He also purchased a 36 months or ****** miles service agreement, whichever occurs first. 

  At Byrider, we are dedicated to delivering exceptional customer service by ensuring that our repairs are performed in a timely manner. In this instance, we encountered delays due to the complexity of the diagnostic process, as multiple codes were present. We understand this may have been frustrating and inconvenient, and we sincerely apologize for any disruption this might have caused. We kept ************** updated throughout the time we had his vehicle, and we are pleased to inform you that the repairs have been completed. ************** picked up his vehicle on March 8th.

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

  
  

  Customer response

  03/12/2024

  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,
  
  *********************
  

  Customer response

  03/12/2024

  I did not get any compensation I all most lost my job because your Mechanics did not do a full Diagnostics on my truck I paid 1300 for all this repairs plus paying people to take me to work because your Mechanics were not adequate enough to fix and u guys closed the store and fired everyone and that mad it even more difficult to get my truck done I should of not had to pay the full bill I just got the truck back and paid in full for the repairs I even had to pay your company should of did but no there cares if I lost my job from not having a car if the Mechanic knew they could not fix they should of out Source from the beginning and save so much time 

  

  Business response

  03/14/2024

  Byrider has agreed to reimburse $600 for the recent repairs. We spoke to ************** and the refund will be sent directly to him. Once again, we apologize for the delay and inconvenience this has caused.

  Customer response

  03/14/2024

  thanks u 

  Customer response

  03/14/2024

  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

  03/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I paid over $14000 for a vehicle & included service warranty for a ******************* 2022. Since then I've had 2 major breakdowns with the car. Both times I've had to incur costs of a rental car. This last event is still ongoing and I'm out over $1000 so far on a rental car. They have made no effort to help offset costs. The repair time has been more than 2 weeks & has put me in a position of choosing work or going on unemployment/ retirement.

  

  Business response

  03/11/2024

  In the case of *********************, Complaint Number: *******, we have investigated this matter with the full cooperation of the company-owned Byrider. ************ is aggrieved with the amount of time it is taking for his vehicle to be repaired.

  ************ purchased a 2017 **** Escape on April 8, 2022 from our company owned dealership on *********** in *************. He also purchased a 36 months or ****** miles service agreement, whichever occurs first. 

  While we understand that dealing with any service issue can be frustrating, a preowned vehicle like any other mechanical device will require routine maintenance and repairs to ensure its continued operation. Service records show ************ had his vehicle in our service department one time since the time of purchase. In November 2022, the transmission was replaced. The repairs completed were covered under his vehicle service contract and the only out of pocket expense was the $50 deductible. 

  Although Byrider does not provide rental vehicles, the Byrider service contract does allow for rental reimbursement of up to $25.95 a day for 5 days while eligible repairs are being completed. ************ can submit invoices for his rental and Byrider will submit a reimbursement.

  We value ************** patronage and want to assure him that we are committed to resolving this matter promptly. Our service department will be inspecting ************** vehicle Monday March 11, 2024. We will reach out as soon as the vehicle is diagnosed. 

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

  
  

  Customer response

  03/12/2024

  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. 
  The allowance for the rental does not come close to being fair. I've spent over $1,000 so far (receipt submitted to service dept)and still no contact as of today (4/12/24) on when my vehicle will be repaired. This is the second major breakdown in the 2 yrs I've had this car. The engine has a known problem & I should have been made aware of it before purchasing. I expect at least half of what I have spent so far on a rental and $50.00 deductible for repairs waived.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  

  

  Business response

  03/14/2024

  We value ************** patronage and want to assure him that we are committed to resolving this matter promptly. Unfortunately, the specific engine that we ordered arrived faulty. We have filed a warranty claim and are awaiting their response. On Monday, March 11, when ************ visited our office to drop off his rental car invoices, we provided him with an update regarding the warranty claim. As an act of goodwill, Byrider will provide ************ with a rental reimbursement of $363.30 for 14 days, exceeding the 5 days allowed by the service contract, which will take 7-10 days to process. Our service department is actively monitoring the situation and will contact ************ as soon as the engine becomes available. In the meantime, we kindly request his patience and understanding.

  Customer response

  03/14/2024

  According to the service manager this car has had known issues with the engine with multiple law suits against **** for them yet the sales staff did not unform me of this issue at the time of purchase. Had I been informed about it, I certainly would not have bought that particular vehicle. The reimbursement they are offering is well below the $1,019 I've spent on a rental car plus they've had my vehicle for over a month now and I still don't have a projected date when it will be fixed. They have put me in a very precarious position with my employment & income. I don't want to accept their offer but I need whatever funds I can get at this time. I'm still not satisfied with their response but by rejecting it, I may not get anything but the minimum from them. I'll have to think about my response for a couple days and maybe consult an attorney 

  Customer response

  03/19/2024

  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.]
  I have not been given timely updates on the status of my car repairs, the service department has failed to call when promised. It's going on 5 weeks now & still no response or time frame when repairs will be done. Rental car reimbursement is well below what they actually charge which is around $40 per day. I've exhausted all means of transportation to be able to continue working & that will affect my ability to make timely payments. If I don't have a vehicle by this Friday the 22nd I will not be able to work. I keep getting that they (service ***** are waiting for warranty company to respond. 5 weeks is unacceptable & unreasonable for repairs that are supposed to be covered by a paid for warranty. I'm the one that is going to be affected by this delay and it appears that this company could care less. I'll seek a resolution from the state Attorney General & private attorney. This has gone too far.
  Regards,
  
  *********************
  

  

  Business response

  03/26/2024

  We sincerely regret the delay in completing the repairs on ************** vehicle and apologize for the inconvenience it caused. The repairs were completed and ************ picked up his vehicle on Friday, March 22, 2024.

  We acknowledge that we had the vehicle for an extended period, beyond the usual timeframe. To make up for this inconvenience, we will reimburse ************ $40 per day for the rental expenses, based on the last rental receipts.

  We understand the importance of timely repairs and strive to provide our customers with the best possible service.
  

  
  

  Customer response

  03/26/2024

  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,

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

  Customer response

  03/26/2024

  I haven't received anything from Byrider yet & it's past the time they told me it would take to process the initial refund. I don't trust this company to follow through with their offer of resolution. How do I follow-up if they don't?

  Customer response

  03/27/2024

  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. 
  
  I haven't received anything from Byrider yet & it's past the time they told me it would take to process the initial refund. I don't trust this company to follow through with their offer of resolution. How do I follow-up if they don't?
  
  Regards,
  
  *********************
  

  

  Business response

  04/02/2024

  A check for $363.30 was sent on 3/19/24. ************ deposited the check on 3/29/24. As we stated in our previous response, we will reimburse ************ $40 per day for recent rental expenses; however, to process the reimbursement, ************ will have to provide the rental receipts.

  Customer response

  04/02/2024

  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. 
  Although I have already submitted a copy of the rental receipt at the dealership & they informed me that it was forwarded to corporate, I've also attached the invoice here. It's a copy of the e-receipt Budget sent me
  
  

  Regards,

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

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern, I ******************************* am writing this letter to make a complaint against Byrider at 1525 Shadeland. I got my car towed to the shop on 02-11-2024 to get my instrument cluster fixed. Byrider had my car for a couple weeks. Causing hardship in me and my children's lives. I have spent several hundreds of dollars on uber trying to continue our busy daily schedules. I have gotten this car pretty much rebuilt over the last year. It has gotten a new engine, transmission, and serval other things. I have 43 pages of different services done to the car. I would like to take them to court. When I came to pick my car up on 2-28-2024 after them having it for a couple weeks. The car is still not fixed. the dash lights flash on and off and there is a noise the dings every 3 seconds. They are telling me to take it to the electric shop. They should have sent the car back working properly.Can you please help me with the steps I need to take to take Byrider to court to fix my car or trade it out.******************************* ************************************************ ************ ***************************** I can be reached anytime..Thank You

  

  Business response

  03/06/2024

  In the case of *******************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider. **************** is aggrieved with mechanical issues.

  **************** purchased a 2008 Dodge Grand Caravan on October 26, 2021 from our company owned dealership on **************** in Indianapolis, IN. She also purchased a 48 months or ****** miles service agreement, whichever occurs first. While we understand that dealing with any service issue may be frustrating, a preowned vehicle like any other mechanical device will require routine maintenance and repairs. Service records indicate that **************** has driven the vehicle more than ****** miles since purchase. 

  In September 2023, **************** spent $698.10 on a transmission repair. Unfortunately, the issue persisted, and in February, she returned with her vehicle. During the diagnosis, an electrical problem was found. However, the vehicle service contract doesn't cover electrical repairs and Byrider recommended a specialty shop who performs electrical work. Byrider agreed to refund the cost of the initial repair. **************** was in need of replacement tires, including a rim that needed replacement. In addition, a serpentine belt was replaced at that time. The refund was applied to the service and the remaining balance was $140.39. **************** was notified by Byrider that her refund check is ready for pick up. All claims eligible under the service agreement have been processed, and **************** has already collected the check.

  Although Byrider does not provide rental vehicles, the Byrider service contract does allow for rental reimbursement of up to $25.95 a day for 5 days while eligible repairs are being completed. The repair in question is not a covered item. 

  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 but cannot adhere to her request for a new vehicle.
  

  
  

*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. ↩