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:07/08/2024

  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.

  The ladies at **** at this location are terrible, I got my car repossessed, attempted to get it back these ladies I use that term loosely told me my car had just gone to auction. Two weeks go by and some lady out of *********** calls me an ask do I want to get my car back it sitting at the dealership. Wow ?? fast forward 3 months the system wont take my payroll card information so my payment is late. I inform them that Im getting a new bank account can I just make 2 payments and they representative **** gets an attitude and says no thats not how this works. Now I call and let the manager ******* now. She says yes maam I understand, *** notate the account 20 minutes later I get another call from **** asking about the account I said I just spoke with your manager did she put notes in the account. In a menacing manner she said no she did not so can you please explain to me again the issue. So I did then she says Ill get the manager to verify the story. I say sure Ill call back in about 30 minutes. Needless to say they saw me calling and picked up the phone and immediately hung up about 4x. Please whatever you do. Do NOT GO BUY A CAR FROM HERE !!

  Business Response

  Date: 07/10/2024

  In the case of *******************************, Complaint Number: 21957150, we have investigated this matter with the full cooperation of the franchise-owned CNAC.   ****************** is dissatisfied with the handling of her account and the customer service that she received.  
  
  ****************** purchased a 2016 **** Focus on March 21, 2022, 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.  We do apologize for any misunderstandings that *** have occurred between ****************** and our collection staff.
  CNAC has made several attempts to secure acceptable payment arrangements.  Upon receipt of this complaint, CNAC has attempted to contact ****************** to provide her with a pathway to bring the account back to good standing.   ****************** can contact us directly at ************ at her earliest convenience to get a plan put into place.
  
  At ****, 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 with her.  

  Customer Answer

  Date: 07/10/2024

  Complaint: 21957150
  
  I am rejecting this response because: I do not like the disrespect given by the case manager **** and her manager ******* in my opinion they make you feel beneath them like you are gum on the bottom of there shoe. Theirs is no reasoning with them as human beings. I strongly believe that in order to make this right I need an apology and decent human respect from **** and ******* her manager. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair 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.

  Complaint: 20372933
  
  I am rejecting this response because:

  The reply is sounds so much better than what happened I did record CNAC saying that the vehicle is held through repairs if you car payment is due. At the time of the vehicle being impounded my payment hadnt been due yet but when it was due I did pay it. I could not obtain the vehicle because the impound fee was due plus the protection so when my next payment came I payed what was owed plus my impounded fee. Soon after I got my car it seems problems that I was having after I was told the catylic converter was changed but the problems that I started having was what would be because of a bad catylic converter. And yes we know about used car problems but these problems seemed to be from neglect not using new parts but reusing used parts and quick fixes which this car cant handle. I went from no codes when I got the car back to every error code you could think of to the car completely not moving. I did not bring the car in because I didnt want the car held through my next car payment when I called the service center ****** told me that there were other cars ahead of me and since it was Thursday the car would most likely be there through the weekend which I had a car not coming up its easy to say well we fixed the issue but your car note is due its just a way to lead up to having the car back in their possession. Im like no ******. I really wish the problem could have been solved so I can drive to make the car payment I didnt have bus money for day to day transportation but I did have enough for gas. It is all good I have gave the car back to Byrider all my money wasted but you I have learned from this thank you but no thank you Im not going to spend anymore money on a car thats not in driving condition. I also have proof that I have spent a lot of money with Byrider I had one last deferred payment but of course that was not going to happen with this car and they knew it its just a car that back and forth between us buyers. Their mechanics are so sketchy also this is nothing but a game that I didnt pick up the controller to play. The mixing up situations and words is already starting this is why they were sued out of ******** which I wish I had known if they dont stop this will be the next stated to be sued out of. How embarrassing when you stopped in the middle of traffic and your steering wheel is jerking and you cant move yeah right.

  Regards,
  
  T Hall

  Business Response

  Date: 08/09/2023

  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 he is experiencing with the vehicle.  
  ************ purchased a 2014 ***** Cruze on May 31, 2023 from the franchise-owned Byrider location on ************************* in **********, *****.  The vehicle is covered by a 36-month, ****** 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.
  ************ initially brought his vehicle in on June 16, 2023 for a catalytic converter and repairs to the air conditioning unit. This was repaired for ************ at no cost to him. On June 24, 2023 Byrider was notified that Mr. ***** vehicle had been impounded. We collected the vehicle from impound and informed ************ of the cost to redeem his vehicle including his past due payment. ************ redeemed his vehicle on July 7, 2023. At no time did Byrider decline to repair the vehicle during this time or inform him that we would not repair the vehicle until he made his payments.
  Since ************ redeemed he has contacted us regarding a service issue with the vehicle starting on July 13, 2023. Multiple attempts have been made to bring the vehicle in to assess the vehicle and determine the best course of action. Unfortunately ************ has declined to bring the vehicle in for a proper diagnosis. **************** vehicle is covered by a 36-month, ****** mile service contract that will cover the cost of any eligible repairs, and Byrider will stand behind the service agreement.
  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.

  Business Response

  Date: 08/23/2023

  We want to thank ************ for bringing these concerns to our attention. As a reputable business specializing in the sale and financing of used vehicles, we take all feedback seriously and make every effort to resolve issues.
  
  First, we would like to acknowledge that used cars sometimes have mechanical issues that new cars may not.   However, at Byrider, we work hard to mitigate those risks through our inspection and reconditioning process. Before releasing a used car into our inventory for sale, it undergoes an 83-point vehicle inspection, which includes:
  
  Examining engine mounts, oil and filter, leaks, and intake manifold.
  Inspecting seat belts, spare tire, airbag warning lights, interior and exterior mirrors.
  Checking heating and ***********, control knobs, and switches.
  Reviewing frame, underbody, hood, trunk, and gas releases.
  Testing the electrical system, including headlights, taillights, and turn signals.
  Assessing the transmission, suspension, steering, fuel, and braking systems.
  Utilizing a computer diagnostic test to identify and repair engine codes.
  Conducting a 20-minute test drive to confirm the vehicle's condition.
  
  We assure ************ that his 2014 ***** Cruze went through this process to meet our standards.  While his frustration regarding the catalytic converter is understandable, it's crucial to note that he mentioned in his own reply that he refused to bring the car in for service. We were prepared to diagnose and rectify any issues but could not begin the process due to the refusal of ************ to cooperate with the required service intake process.  We acknowledge that **************** concerns about making the next car payment were a factor in his decision. We regret any confusion or misunderstanding about our procedures. CNAC has a clear policy that all customers must be current on payments, and that this is separate from Byrider's obligations to fix mechanical issues under the limited warranty. Ultimately, the ability to provide any necessary service is contingent upon Byrider service having access to the vehicle.
  
  At Byrider, we strive to offer vehicles that meet our mechanical criteria.   We stand ready to assist our customers with any concerns and we appreciate the opportunity to clarify our position to ************.

  Customer Answer

  Date: 08/23/2023

  Complaint: 20372933
  
  I am rejecting this response because: 
  Its always seems easy to make a person seem like they are rejecting a businesses policy when things go wrong, I shouldnt have had **** a deep issue with not even being able to move with this being a new purchase even though it was used I felt that Byrider was keeping there vehicle up to the best upkeep where as I didnt expect any issues but not such severe issues, as we know it was more problems than just the catylic converter, but hopefully this car company learns how to really appreciate there customers and really help us to stay a float when I need of a vehicle. I hope no repo comes on my name because I would hate to have to go to a more legal route. Where I feel I should as seeing I have wasted my money, and you guys yet have the vehicle.

  
  Regards,
  
  T Hall

   

  Customer Answer

  Date: 08/24/2023

  Hello I recently bought a car from JD Byrider which I thought was a good chose because I looked at all of their reviews and everything was good. I was approved for a 500 down and deferred payments for the purchase of a 2014 ***** cruze. I saw the car and liked the way it looked, I test drove the car and everything seemed like new. Upon getting the car within the first week my air wouldn't function right in the car so I let them know on the day of bringing it in before I made it the air magically was back working right, but it was only blowing out of the defrost vents. I still decided to take it and in doing so my engine light comes on and the car starts getting hot on a to b destinations I take it to them the catylic converter has went out so they change it check the air and fix the air, well during this time one of the mechanics before hand I would call to see if it was done and I would keep being told it wasn't they had to take it across the street to a guy the specializes in mufflers so I started telling my friend I think there holding my car because I haven't made the car payment which I wasn't until I was for sure it was fixed I called CNAC and was told that wasn't going on, well I go on head make the payment and I tell you I call back CNAC get a different person I'm like hey letting you know I made the car payment she's like yeah of we have the car and its in the service center we hold it if your car payment is due I'm like dead silent I play it off laugh, I get off the phone call the service center he's like yeah your cars ready she sitting out there I'm like literally 15 minutes ago it was still across the street but whatever. I say this to show the games starting. I come get my car I give it a week I start having problems with it going dead on me inthe middle of traffic I'm like screaming in the car, To make a long story short here come my payment I can't make can't drive which I need it to, car engine loud, transmission going out, error message NO AIR.

  Business Response

  Date: 08/25/2023

  CNAC spoke with *********** on 8/24/23. At that time, it was explained to him that CNAC is releasing ************ from his obligation and his Credit Bureaus will reflect the amount owed to CNAC is $0.
  
  
  If ************ has any further questions, he is welcome to call CNAC at ************.
  
  

  Customer Answer

  Date: 08/26/2023

  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,
  
  T Hall