Complaints

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:01/30/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 car from JD Byrider in November 2019 and paid off my loan in full as of December 2024. In May 2024, I had my car towed to their service center for repairs. During drop-off, the tow driver damaged my vehicle, leading to an insurance settlement that concluded in December.
  
  In early December, my account manager informed me that my car had been on their lot too long and that if I didn’t pay off my loan and remove it by 12/31, it would be auctioned. I paid the final balance of approximately $440 on 12/30 and informed them that I had arranged for my car to be towed the following week. My account manager confirmed this was acceptable.
  
  However, when I arrived for my scheduled tow, a different employee claimed I still owed $400 from 635 days prior—an amount I was never informed of until that day. I requested documentation but received no clear explanation. Due to this unexpected balance, I had to postpone my tow. On 1/29, I dropped off my key and later called to confirm pickup, only to be told I could not have my car until this alleged balance was paid and that my car could still be auctioned.
  
  JD Byrider has engaged in misleading and unfair business practices, including:
  • Failing to provide written documentation of alleged outstanding balances
  • Changing the amount owed without clear explanation
  • Withholding access to my fully paid-off vehicle
  • Threatening to auction my property despite my compliance with their stated terms
  
  I request that JD Byrider immediately release my vehicle and title, report my loan as paid to all three credit bureaus, and cease any further attempts to claim an unpaid balance that was never properly disclosed.
  
  I look forward to a prompt resolution .

  Business Response

  Date: 02/07/2025

  In the case of *** ***** ****** complaint number ********* we have investigated this matter with the full cooperation of the franchise-owned CNAC. 

  *** ***** purchased a 2014 Mitsubishi Outlander on November 5, 2020 from the franchise-owned Byrider location on Laurens Road in Greenville, SC. 

  *** ***** paid off her contract with CNAC December 30, 2024. However, she still has an outstanding balance for mechanical services. As a gesture of good faith, CNAC will cease further attempts for the remaining mechanical balance.

  CNAC mailed the title to *** *****'s vehicle to the address on file on February 3, 2025, and has attempted to contact her to arrange for the return of her vehicle but was unsuccessful. *** ***** should call ************ to coordinate.

  CNAC has updated the credit report to show *** *****’s account was paid in full to all three credit bureaus. CNAC strives for the highest level of customer satisfaction and apologizes for any miscommunication.
  

  
  

  Customer Answer

  Date: 02/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau,
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
   ***** *****

• Initial Complaint

  Date:11/01/2024

  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 2019 Hyundai sonata in sept. I had the car not even for one month and had to drop it off due to oil light coming on, blow motor went out, and transmission is bad. The car sat for two weeks I called after the first week to get an update I was told that the transmission would have to be replaced and the part will be in the following week. After I got the car back on the 3rd week the car’s transmission was never fixed, it still stalls and even jerks when parked sometimes there was not record of the car having a bad transmission durning the sell I was showed carfax files but they only reported a few accidents. As stated by sc lemon law used or new vehicles that have a defect that wasn’t fixed in a time of manor or that effects the cars ability should be handled. I would like a refund of $1100 they may keep what I have paid on the vehicle so far in payments which is more than the shown amount. I would like to cut ties with this business because they have breached the warranty contract which holds them in violation of that contract. Also the transmission drops the sell value of the vehicle which is labeled around an estimated value of 14,000. Also I’ve contacted the finance manager stating the problems she claimed she never received my messages although I texted the number she gave me.

  Business Response

  Date: 11/05/2024

  In the case of *** ****** ******, complaint number: ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider.  *** ****** filed a complaint regarding mechanical issues he has experienced since purchase.

  *** ****** purchased a 2019 Hyundai Sonata on September 12, 2024 from the franchise-owned Byrider location on ******* **** in Greenville, SC. He also purchased a 24 month, 24,000-mile service contract, whichever comes 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.

  On October 14, 2024, *** ****** contacted Byrider regarding the oil light coming on in the vehicle.  Byrider scheduled a service appointment for October 17, 2024.  Byrider diagnosis determined the vehicle needed a transmission and a blower resistor motor.  All parts were ordered and received on October 21, 2024.  The work was completed by the morning of October 25, 2024 and *** ****** picked the vehicle up on October 26, 2024. The cost of all repairs were covered by *** ******’s vehicle service contract and as a gesture of goodwill Byrider agreed to waive the deductible.
  

  Upon receipt of this complaint, Byrider attempted to contact *** ****** to discuss his concerns.  *** ****** has not returned our call.  Byrider is committed to resolving *** ******’s mechanical issues and will stand behind the vehicle service contract.  If *** ****** is still experiencing mechanical issues with the vehicle, we encourage him to reach out to our service department at **************
  

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the mechanical issues may have caused; however, we cannot agree to release *** ****** from his contractual obligations or refund any monies paid to date. 
  

  
  

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  
  
  Regards,
  
  
  
  ****** ******

  Customer Answer

  Date: 11/05/2024

  I’m going to have a mechanic I know and trust to look into the transmission to get a second opinion. 

  Business Response

  Date: 11/06/2024

  Our initial response remains unchanged. Byrider is committed to addressing *** ******'s mechanical concerns and upholding the terms of the vehicle service contract. If *** ****** desires a second opinion on his vehicle's condition, he has the freedom to do so. Alternatively, he can contact our service department at *************, and we will promptly schedule an appointment for him.

  Customer Answer

  Date: 11/06/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  I will go with getting a second opinion due to the fact that I am feeling the transmission still slipping once I get my second opinion depending on what is said I will then involve my lawyer in the matter until then. And the service department should’ve done the job correctly the first time and this wouldn’t be an issue I do not have the time to deal with a faulty car while I’m also trying to purchase a home I will honestly take the repo and try my chances else where before I do because I pay on time and I give no issues so I should also be treated equally.
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:07/08/2024

  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 car from Byrider and ever since I’ve had the car which was for a year and a half. The car has been in the shop repeatedly. They have not tried to solve this issue. I wanted to maybe trade my car trade in. Because I have never missed a payment and if they want me to continue to pay for the vehicle, then they should make sure that the vehicle is working Properly. I was sold a lemon That I had to keep making payments on I have a three-year warranty on the car and the issues with the car is in warranty. They don’t want to cover even though it’s in the contract.

  Business Response

  Date: 07/15/2024

  In the case of *** ******* ******* complaint number: ********* we have investigated this matter with the full cooperation of the franchise-owned CNAC. *** ****** is upset with mechanical issues and wants her vehicle replaced.

  *** ****** purchased a 2014 Mazda 6 Sonata on March 14, 2023 from the franchise-owned Byrider location on Laurens Road in Greenville, SC. She also purchased a 36-month, 36,000-mile service contract, whichever comes first. Records show *** ****** put just over 35,000 miles on her vehicle since the time of purchase. 
  
  While we understand that dealing with service issues can be frustrating, a pre-owned vehicle, similar to any mechanical device, will require proper maintenance and occasional repairs to ensure performance and longevity.

  *** ******’s vehicle most recently had repair issues after a serpentine belt broke. Byrider stands behind the 36-month, 36,000-mile service contract and will cover eligible repairs. *** ****** would be responsible for the tow and diagnostic fee.

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

  
  

• Initial Complaint

  Date:07/03/2024

  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 purchase a vehicle from JD BYRIDER OF GREENVILLE SC on June 29 I only drove the car off the lot for 1 day. The car broke down on me the next day ,I called the sales manager Eddie and see what he can do ,but he refused my down payment saying I couldn't get my money back because of a sc law.so I called back and asked for my sales person[morton] who sold me the car he's not available ,so I then had to be transferred to service department to get the car towed to the shop I talked to someone named dee she told that a tow company is enroute to get the car ,that was at 10:44 am so I waited and waited, no tow company didn't arrive until 2 pm. The car has been sitting at the shop since July 1 because the service department ordered the wrong part,I called eddie the sales manager to see if I can get another vehicle until then he's basically telling me nope, so I'm sitting here with no car and they still charging me for something I'm not driving because the car doesn't work. Why sell me a car they know didn't work, and I have a payment on July 5th and I'm not driving the vehicle . The service department telling me since they ordered the wrong part from the dealership I have to wait a week to even drive my car this is unacceptable and this place is un reasonable. I trusted them to get a car off the lot and they failed me,I wouldn't recommend anybody to go there . So basically I'm making a payment on a vehicle that doesn't work

  Customer Answer

  Date: 07/03/2024

  Warranty for 24 months/24,000  miles

  Business Response

  Date: 07/16/2024

  In the case of *** ******* ******, Complaint Number: ********, we have investigated this matter
  with the full cooperation of the franchise-owned Byrider.  
  
  
  
  *** ******  purchased a 2010 Jeep Grand Cherokee  on June 29, 2024  from the
  Byrider location on Laurens Road in Greenville, SC. The purchase included a
  24-month, 24,000-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 July 1st, the vehicle
  had to be towed in for service as it would not start.  The technician
  diagnosed the problem and found that the ESIM valve needed to be
  replaced.  The part had to be ordered from a local Dodge dealership. 
  The part was received and placed on the vehicle at no out of pocket expense to *** *******  Calls were made to *** ****** to pick up the vehicle and he
  stated he no longer wanted it because it was causing him so many
  problems.  A mutual decision was made to take the collateral back and
  release *** ****** from his financial obligation.
  
  
  
  At Byrider, customer
  satisfaction is our top priority. We sincerely apologize for any inconvenience
  you have experienced due to the issues. 
  

  Customer Answer

  Date: 07/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:05/24/2024

  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.

  They had me paying for full coverage thru the company then I got my own full coverage but for two more months they still had me paying their insurance so they got the car so I seen Friday May 17 they tried to take out of my bank account the payment without there insurance so I talked to them that Saturday he told me yes everything was fine just bring the payment now I got there Monday morning and he came with a different thing not to give me my car and I have bank statements if what happened

  Business Response

  Date: 05/24/2024

  In the case of *** ******* ********* , complaint number ********* we have investigated the matter with the full cooperation of the franchise-owned ****.  *** ********* filed a complaint that his insurance coverage was not accepted by ****.
  
  *** ********* purchased a 2011 Honda Accord on June 24, 2023 from our Byrider dealership on Boland Circle in North Charleston, SC. . She also purchased an optional service agreement effective for 36 months or 36,000 miles, whichever occurs first.
  
  *** ********* provided an insurance declaration page that did not have his name listed as a policy holder. *** ********* would need to provide proof of full coverage that included his name on the policy in order for us to accept it and cancel the collateral protection insurance
  
  *** *********** vehicle was repossessed due to delinquency. If *** ********* is interested in reclaiming his vehicle, he will need to discuss his account with CNAC.
  
  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:03/15/2024

  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.

  My car was a few days passed due. Byrider did not contact me to let me know my vehicle was out for repossession. They repossessed my vehicle. Even after I offered to bring the vehicle in. They then told me I would just have to bring the account current and pay the towing fee of $300 to get access back to my vehicle. Cory G*** is the most unprofessional person ever. Cory not only lied he then accelerated my loan, so I have to pay upfront or lose my vehicle. My payment is not due for days. They got their money but I didn’t get my car. He is a crook and I hope all that karma catches up to him. **** constantly transfer you right back to him. I’m ready to take legal action.

  Business Response

  Date: 03/19/2024

  Regarding ***** *****, complaint number ********, we conducted a thorough investigation with the full cooperation of the franchise-owned ****. Mr. ***** is dissatisfied with how the vehicle repossession was handled.
  On  purchased a 2016 ***** ******* from the independently owned Byrider location at Laurens Road in Greenville, South Carolina. The purchase was secured by a retail installment contract. 
  Mr. ***** defaulted for  the second time on his retail contract when he did not make his scheduled payment, and the vehicle was repossessed. 
  **** has written policies and procedures in place to ensure every repossession complies with federal and state regulations. This includes providing Mr. ***** with a written explanation of their rights and responsibilities after the repossession.
  At ****, our goal is to provide the highest level of satisfaction to every customer. While we understand Mr. Chung's situation, he did default on his retail contract.  **** spoke with Mr. ***** on March 19, 2024 and resolved the default. We understand and empathize with the difficulties experienced during the repossession process and value our ongoing relationship.
  
  

   

• Initial Complaint

  Date:10/10/2023

  Type:Product 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 June 6th I bought a 2012 Lincoln mkx really nice car drove the car car for 28ndays absolutely loved it I went and had the moonroof repaired out of my pocket cause they refused to even look at it but they did give me a list of things they would fix well on the 29th day of ownership the car ran hot to it to byrider and their absolutely rude and incompetent service department hey told me the moter was blown they supposedly replaced it and returned the car it wasn't fixed it had more problems then after realizing the where not capable of working on my car they sent it to Lincoln who told them something I still don't know what but the result was they were not going to fix it and told us to come pick out a new car when we arrived the **** **** lady Keisha told us that we could take a 2013 Dodge journey or do without this is crazy I got rid of a 2018 dodge journey to get my Lincoln amd they want to force me it to one 5 years older its ******** Keisha and the GM are nothimg but bullies whonthink there size is intimidatimg and try to frce peoppke

  Business Response

  Date: 10/13/2023

  In the case of ****** ****** Complaint Number: ********* we have investigated this matter with the full cooperation of the franchise-owned Byrider.  *** ***** is aggrieved by the mechanical difficulties he is experiencing with the vehicle.  
  *** ***** purchased a 2012 Lincoln MKX on Month Day, Year from the franchise-owned Byrider location on Laurens Road in Greenville, South Carolina.  The vehicle is covered by a 36-month, 36,000 mile service contract, whichever occurs first.  
  While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.
  Upon receipt of this complaint we reached out to *** ****** We went over the options we had to place him in a comparable vehicle and explained due to the repeated issues he had this was being offered. He expressed this was not what he wanted and he only wanted the vehicle to be repaired. We have scheduled the vehicle for additional diagnostics to further assess the vehicle on October 13, 2023.
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value *** ***** as a customer.  We look forward to our continued relationship.

  Customer Answer

  Date: 10/16/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  
  
  Regards,
  
  
  
  ****** *****

  Customer Answer

  Date: 10/16/2023

  I still am without a car so after crunching numbers this is the deal and only deal as I was to by Keisha the only deal I could get was a 2500 dollar car in return for my 12000 dollar car and they would keep the payments the same so no I don't accept a car that I've already paid more on my Lincoln than the car they offer is worth 

  Business Response

  Date: 10/17/2023

  Once again, we apologize for any inconvenience the issues have caused, and we value *** ***** as a customer. As a gesture of goodwill, we did arrange for the Ford dealership to diagnose the vehicle at no cost to *** *****. It was determined that the vehicle had suffered a failure in the electrical system. These repairs are not covered by the Service Agreement. *** ***** would be responsible for any additional diagnostics as well as costs of parts and labor of the uncovered repairs. We do value his business and would like the opportunity to provide him with additional options. Our inventory changes regularly and we are anticipating new vehicle options this week. We encourage *** ***** to maintain his payment(s) and follow back up with us Thursday, 10/19/23 or at his convenience.
  
  

• Initial Complaint

  Date:10/04/2023

  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.

  9/28/23
  Bought car 4/2/23. Car has had coilpacks replaced 3 times within a month of having car. Still kept misfiring. Radiator connection fixed end of July. On 7/31/23 car locked up and wouldn't do anything. Towed to JD BYRIDER, took a month to get back because they replaced the engine. No paperwork stating how many miles was even on the engine put in. Picked up on 8/30/23. Car idling really high and awful gas mileage. On 9/28/23 car completely suddenly cut off in the middle of road while driving and wouldn't start back up. Had towed back to JD BYRIDER. Called them 22 times on 9/29/23 about car. They wouldn't answer or return my calls. They finally called on 9/30/23 that my car was fixed without explanation. Went to pick car up on 10/1/23, started car and the engine was shaking tremendously, idling extremely high and misfiring bad. Drove around parking lot and it cut off again while driving but started back up. Still shaking and knocking. Checked the oil level and it was overfilled with oil halfway up the dip stick. I was extremely scared to even drive it because it was so bad that I was afraid I could wreck and be killed. Left car with a note and told them what was going on. Called multiple times on 10/2 and they wouldn't return my calls. Today on 10/3 they left a message that a special technician was called in, but nothing else. I lost my job in August because they had my car for so long and it was my only transportation to work. Meanwhile refusing to get me a lender car, also I'm having to make every single payment on car when it has been undrivable for almost 2 months total out of 6 mths having car. I've gotten a new job, but don't have transportation anymore because of car being undriveable and at JD BYRIDER with no lender or date when my car will be ready. I let them know I have tickets to a nascar race this coming weekend and need my car for tickets are non refundable @ 200 each times 4. I'm scared to drive car if not fixed properly.

  Business Response

  Date: 10/09/2023

  In the case of ****** ******* Complaint Number: ********* we have investigated this matter with the full cooperation of the franchise-owned Byrider.  *** ****** is aggrieved by the mechanical difficulties she is experiencing with the vehicle and the extended time it has been in service.  
  *** ****** purchased a 2014 Nissan Maxima on March 20, 2023 from the BLD-owned Byrider location on Laurens Road in Greenville, South Carolina.  The vehicle is covered by a 36-month, 36,000 mile service contract, whichever occurs first.  
  Upon receipt of this complaint we reached out to *** ****** to provide an update, she acknowledged the communication had improved but she was in dire need of transportation. At Byrider, we work diligently to source quality parts for our repairs in a timely manner. When we spoke to *** ******, it was explained that  we were waiting on the parts to arrive to complete the repairs. All repairs were completed and *** ****** was informed on October 6, 2023 that her vehicle was ready to be picked.
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value *** ****** as a customer.  We look forward to our continued relationship.

  Customer Answer

  Date: 10/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  
  
  Regards,
  
  
  
  ****** ******

  Customer Answer

  Date: 10/10/2023

  Car wasn't ready until after 5pm, no update given until time it was picked up. Called multiple times that day. On the way to pick up car, they called me and said they drove it 16 more miles and tge service engine light came back on. Told me that I needed to bring it back up to them to get checked. More time off from work and no guarantee that they will fix the problem. This happens every time they work on my car. The problem either isn't fixed correctly or something else happens. Still no paperwork stating how many miles was on the engine that they replaced my other one with. My car literally had approximately 114,000 miles on it and I don't know if tgey replaced the engine with one that had even more miles than my car. Still refuses to give a loaner car if they have to have my car for a long period of time.  Also, still expect car payments even when they have your car for a month, no exceptions. If you don't have reliable transportation how can you get to work to make these payments to them. 

  Customer Answer

  Date: 10/10/2023

  Car wasn't ready until after 5pm, no update given until time it was picked up. Called multiple times that day. On the way to pick up car, they called me and said they drove it 16 more miles and tge service engine light came back on. Told me that I needed to bring it back up to them to get checked. More time off from work and no guarantee that they will fix the problem. This happens every time they work on my car. The problem either isn't fixed correctly or something else happens. Still no paperwork stating how many miles was on the engine that they replaced my other one with. My car literally had approximately 114,000 miles on it and I don't know if tgey replaced the engine with one that had even more miles than my car. Still refuses to give a loaner car if they have to have my car for a long period of time.  Also, still expect car payments even when they have your car for a month, no exceptions. If you don't have reliable transportation how can you get to work to make these payments to them. 

  Business Response

  Date: 10/18/2023

  *** ****** took delivery of her vehicle Friday as promised on 10/06/23.  She contacted the service department, after operating hours, stating that shortly after taking delivery the check engine light was on.We advised *** ****** that it may be a simple fix although we were unable to resolve it without the car on location and encouraged her to bring it back to our service department. *** ****** had plans and required transportation at that time. We attempted to follow up on 10/12/23. *** ****** replied via text, explaining she was at work until 12AM. She did not mention the service concern, but had an unrelated request. Byrider is committed to resolving this matter.  We urge  *** ****** to contact our service department and schedule an appointment at her earliest convenience.

• Initial Complaint

  Date:08/23/2023

  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.

  July 31, 2023 my car, broke down at work in Columbia South Carolina. It was the starter. I was told it would be ready for me the next day, and by rider came and picked it up and that it was covered under warranty. The next day they said they haven’t even gotten to look at it. seven days later on they had it would be ready for pick up by 4 o’clock. I got there at 3:30 and had to wait until 8 o’clock just to find out supposedly ******** sold a bad starter. The General manager promised me it would be ready by Tuesday 5 o’clock. I picked it up Tuesday and drove back to my store. 30 minutes away when leaving the car did not crank back. No power. I went and looked at the battery in the battery. The black terminal was not even connected all the way everything was still showing so they didn’t clean up their mess or cover anything up. I push the black terminal down and I made it home. The next day I went to Walmart and back home and it broke down on me again on the way home. My battery was dying the whole way to Walmart. I call they come and get the car today is now Friday and I was just told that there was an electrical surge that cause a bunch of wires in the starter to mess up. I have not been offered a loaner car. Everybody’s rude and not helpful. I’m going on day 13 now of waiting for a car for a starter. I live an hour away from work and I have a child with mental health issues that have to go back-and-forth to the doctor. JD by rider does not seem to care about any of this. They seem to just want their money and shoe us away. They have horribly damaged my vehicle that I’m paying for even though I haven’t had my car in two weeks which is not fair. I would love for some help in this matter before I have to go above and get an attorney because I really don’t wanna go that route. I just need my car for my family and for my job. I am a store manager, so I am required to be at my job.

  Business Response

  Date: 08/23/2023

  In the case of ****** ******, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Ms. ****** is aggrieved by the mechanical difficulties she is experiencing with the vehicle.  
  Ms. ****** purchased a **** ***** ******* on May 10, 2023 from the franchise-owned Byrider location on Laurens Road in Greenville, South Carolina.  The vehicle is covered by a 36-month, 36,000 mile service contract, whichever occurs first.  
  Ms.****** notified us of a mechanical concern following her recent repairs on August 9, 2023. The  vehicle was towed in after hours and the vehicle was diagnosed August 11, 2023. The repairs were completed August 14, 2023.and Byrider conducted an extended test drive to ensure the vehicle was operating as designed.  Ms ****** was notified the issues were fully resolved and ready for pick up; however, Ms. ****** has not picked the vehicle up to date. We urge Ms. ****** to contact the Byrider Service Center at her earliest convenience as we are eager to assist in resolving this matter. 
  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the issues have caused, and we value Ms. ****** as a customer.  We look forward to our continued relationship.

  Customer Answer

  Date: 08/28/2023

  So I’m a big person on principle. And by rider completely screwed me over. Byrider has not mentioned anything in what they say acknowledging that they are the ones that fried of my vehicle and made it last 15 days for my car to be ready when it was only a 24 hour job not even.

   

  So I made my payment June 29 and then the car broke down two days later and then they had it for 15 days. Within that 15 days I had to spend $80 a day on an Uber one way. So I do not feel like I should have to have made that payment for that two weeks that they had my car because they messed it up.

   

  At this time as it stands, I do not have any intention on going to get back that car, because I have zero intention to associate with scam artists. This place has got me out of seven grand in three months to turn around and screw me over and then when I’m at the business they try to act like they’ve done no wrong.  I do have an attorney on this and I am moving forward with this against Byrider.  
  

  At this time, since I only had the car a few months and by rider is the reason I don’t have it anymore because they fried my vehicle. At this point I would like to ask for a refund of my money back because 4500 of it was a down payment and that’s not fair to me to have to spend $7000 within just a few months to have a vehicle that I no longer have. All by rider is doing is going to turn around and resell it and get the same exact amount of money as if I never bought it making a come up for them and screwing over a customer 

  Business Response

  Date: 09/05/2023

  We stand by our original response and cannot adhere to Ms. ******** request to release her from her contractual obligations. Ms. ******** vehicle is covered by a 36-month, 36,000 mile service contract that will cover the cost of any eligible repairs, and Byrider has stood behind the service agreement. Ms. ******** vehicle has been repaired, road tested and ready for pickup since August 14, 2023. 
  Byrider and CNAC have made multiple attempts to reach out to Ms. ****** and we have acted in good faith to resolve her vehicle issues. At this time Ms. ****** has ceased communication with Byrider and has requested we no longer contact her. We would like to encourage Ms. ****** to contact the dealership so we can have the opportunity to work with Ms. ******.

• Initial Complaint

  Date:06/16/2023

  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.

  I went into this business looking to buy a car because I was definitely in need of one I’m a single father of 2. Told the sales rep and all. I shouldn’t have because they preyed on that. Not only did everytime I tried to leave because I was rethinking my decision, either one rep would follow me outside and stand at my car and try to prevent me from leaving & then you had one who held my card when I needed to go get my kids food. They did whatever they could to make sure they sold a car that day and it’s all on camera on 03/14/2023.
  
  Then on 04/08/2023 my vehicle broke down on me and my kids coming down the highway and the vehicle turns completely off on me thankful there was a trooper behind me to help me push my car out the way because it was only me and my kids. Of course it was Easter weekend so I had to wait until Monday to have my car picked up. I had to wait 2 weeks to get my vehicle back because they had to replace the motor. Thankfully I was still under the warranty but when I go to get my vehicle they tell me I have to make a car payment and when they literally had my car for 2 weeks and I had to struggle to get food and back and forth to work.
  
  But the most stressful part is that the rep really put my payment dates ahead of the week I get paid and they do not care nor will they listen. I’ve tried talking to them and they are very rude and nasty people. I’ve tried calling cooperate but I haven’t heard from anyone and they sent me back to the store phone line.
  They’ve repossessed my car now after I had a pay glitch in my work pay which I sent them every information even my bosses said they could call them and they refuse to try to help or listen.
  I’m asking for helping because enough is enough I don’t like how some business really prey on us vulnerable people in times of needs but don’t hold themselves to their own word. Please help me. Thank you, have a good day.

  Business Response

  Date: 06/20/2023

  In the case of ********* *******, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Mr. ******* is aggrieved by the handling of his account.   
  Mr. ******* purchased a 2014 ********* ****** on March 14, 2023  from the franchise-owned Byrider location on Laurens Road in Greenville, South Carolina.  The purchase was secured by a retail 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.  Mr. ******* entered into the contract of his own free will.
  The vehicle is covered by a 36-month, 36,000 mile service contract, whichever occurs first. 
  Mr ******* did experience a mechanical failure resulting in needing to replace his motor. The repair was completed under the terms of his service agreement at no cost to Mr. *******.  
  Mr. ******* was not required to make a contractual payment at the time he picked up his vehicle from service on April 17, 2023. As a gesture of goodwill, CNAC assisted Mr. ******* with his concerns regarding his pay period and due dates and Mr. ******* signed a new agreement which would amend his contract to coincide with his pay dates. 
  Mr. ******* did not keep his commitment and defaulted on his retail contract, and his vehicle was subsequently repossessed on June 14, 2023. CNAC has written policies and procedures that govern the repossession process to ensure that every repossession adheres to federal and state regulations.    We encourage Mr. ******* to contact our office at ***** ******** to work toward a mutually acceptable resolution.
  At CNAC we strive for the highest level of satisfaction for every customer.  While we sympathize with Mr. *******’s predicament, he did default on his retail contract.