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:01/20/2024

  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.

  Paid $17,000 for a 2010 GMC TERRAIN,. HAVE NEVER MISSED A PAYMENT, ALWAYS ON TIME. The evening we drove it off the lot the check engine light came on about 2-3 miles down the road. Next day I call them, they say bring it back to check it. They told me something to do with the catalytic converter, said they would take care off it as we had JUST purchased the vehicle. Took it in, I believe they blew out the cc ? Or maybe changed something to it , but a new one was not put on. The light was turned off, and it came back on after driving it home. Fast forward to today and the c.c has still not been fixed because it is "not covered" under the warranty. Nothing is covered by the thousands of dollars warranty and the lights keep coming back on. It is constantly sitting in the driveway or at their garage waiting to be worked on. It is now flashing the engine light, with "loss of power" popping up on dashboard and kicking down almost like going in to 1st gear. It is at their garage and they tell me "it is probably this" and its "gonna cost you around $235, $60 to try to find whats wrong with it., ( and idk if that includes labor,) and you know, there's no guarantee for the work bc we really don't know if that's what is really wrong with it." THIS IS ON TOP OF THE $1700+ to fix the catalytic converter issue that was never taken care of in the beginning. The vehicle was the only one we were "approved" for besides a car, which they knew we did not want. Even though we offered to pay the extra/difference to get a different suv, they refused, said bc we couldn't get approved for the other one. I feel like they knew this vehicle was not running properly and wanted it off their lot. There was around a $1000 difference to the other suv, which I was willing to pay along with the down payment to even it out. I do not recommend this place to anyone.Better off going to a dealer that wont sell you a vehicle with expensive repairs to it, and keep their word when they say they will fix it.

  

  Business Response

  Date: 02/05/2024

  In the case of Mr. ******* ********* *****, Complaint Number: ********, we have investigated this matter with the full-cooperation of the franchise-owned Byrider.  Mr. ********* is dissatisfied with the mechanical issues he has experienced with his vehicle since purchase.Mr. ********* ***** purchased a 2010 GMC Terrain on October 28, 2022 from the franchise-owned Byrider on ****** ***** ** ** ******** **. The vehicle is covered by a 36 month, 36,000 mile limited warranty, 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.Mr. ********* ***** brought the vehicle in for a check engine light.on On November 1, 2022.  Diagnostics showed the catalytic converter needed to be replaced.  Under the service contract,  the catalytic converter is not a covered item; however, since this was a new purchase as a gesture of goodwill, Byrider covered the cost to replace the converter and the vehicle was returned the same day.  On October 17, 2023 Mr. ********* ***** brought the vehicle in again for the check engine light.  Unfortunately, the catalytic converter had failed.  Mr. ********* ***** was quoted a price of $750 for the catalytic converter and a few other items that were not covered under the warranty. He declined the  repairs not covered and Byrider repaired the covered items.  If Mr. ********* ***** would like to have the remaining repairs completed at his expense, he can contact the Byrider service department at **** *********Byrider strives to achieve the satisfaction of every customer and has stood behind the Limited Warranty. We apologize for any inconvenience the mechanical issues have caused, and we value Mr. ********* ***** as a customer.  We look forward to our continued relationship.

  Customer Answer

  Date: 02/08/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I was told by the guy when I went to pick up the vehicle that they had "blew" the catalytic converter out, only,not replaced with a new one bc it was not covered under the warranty but that they did do that for "free" and should solve the problem. However, if that is not the case and a new one was purchased it will have a warranty on it. Should be five years. Therefore the actual piece would be free to replace. Also, the price given to me to replace it more recently( last  4 months or so) was not the $750 price shown here. It, with another issue was going to be over $2000,(( $1700+ for c.c and $235? for the pedal sensor that they THOUGHT would solve the problem but no guarantee for the decrease of power))so I did tell them no as I felt that the catalytic converter should be fixed by them as promised when I called the very first time about it. 
  If I absolutely have to, I will pay the mechanics fee of around $130 or what ever it will be for the 2hrs to replace the new piece. (which is what was charged before for the "replacement" of "new" catalytic converter.)
  Regards,
  
  ******* *********

  

  Business Response

  Date: 02/16/2024

  Mr. *********’s vehicle has two catalytic converters that are both in need of replacing. The catalytic converter is not a covered part under the Byrider limited warranty. The catalytic converter repair completed in November 2022 is covered under the manufacturer's parts warranty; however, Mr. ********* would be responsible for the labor portion which is not a covered item under the limited warranty.  The cost for this would be $95.  If Mr. ********* would like to replace the other catalytic converter, the out of pocket expense would be approximately $430. Mr. Hernandes can contact the service department to review the estimate in detail. 

• Initial Complaint

  Date:10/25/2023

  Type:Product 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 bought my vehicle on June 5,2023 on August 5, 2023 it broke down on the highway. Come to find out I was sold a vehicle that had a bad engine. They replaced the engine because I have a dealership warranty and I paid a $60 deductible. After 3 days of picking my car up my check engine light was back on. I called them and was told to bring my vehicle back. I did and ***** the manager said it was a code for the catalyst converter and the state of Virginia doesn’t care about emissions so they don’t have to fix it. Here we are 2months after that issue my car isn’t starting again. I’m making payments every 2weeks still for my used vehicle I have 2 jobs and need a vehicle to get to and from work that is why I went to them. I’m being told to toe the vehicle there which I have to pay for and then wait 3-5 days for them to just see what’s actually wrong with the vehicle. I called and spoke to ***** in the warranty department who said there is also a diagnostic fee of $60-$70. I’ve only had this car for 4months and 3 weeks and this is the 2nd time it has broken down. I don’t want this car any longer it should fall under the lemon law in Virginia. I was not sold a reliable vehicle. I just want all my money back so I can go buy a reliable car because the vehicle I was sold is a Lemon.

  

  Business Response

  Date: 10/30/2023

  ******** ***** purchased a 2011 GMC Terrain on June 5, 2023 from the franchise-owned Byrider location on ****** ***** **** ** ******** ********  The vehicle is covered by a 36-month, 36,000 mile limited warranty.  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. Service records show that the engine failed in August, 2023 after Ms. ***** had driven the vehicle approximately 2000 miles. Byrider replaced the engine under the limited warranty and Ms. ******* out of pocket expense was the $60 deductible. Shortly after the repair was completed, Ms. ***** returned with the vehicle due to a check engine light. Byrider performed an oil change and found the check engine light was not reset on the repair. The vehicle was operating as designed.  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 but cannot adhere to her request to return the vehicle. Byrider has and will continue to stand behind the limited warranty.  We look forward to our continued relationship.

  Customer Answer

  Date: 11/01/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:04/13/2023

  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.

  Only had this suv about a yr. And a year with mechanical issues. Have took it to the shop .it drives for a while ok then it starts doing the same thing they claimed to fix. My check engine light comes on and off and has 3 codes that have to do with timing chain and crank shift. Took it couple weeks ago to have them look at it . They told me it was due to my oil being low. That has nothing to do with them codes. So they have it back and wrote the same codes that I gave them. On the paperwork. Now car is back in the shop and byrider had me take it ********* ********* to have them also diagnose . To see the issue well spoke to the service manager over there and they got the same codes. Why not just fix and actually make sure there is nothing wrong with the timing chain or crank shaft. Instead keeping giving it back and then a week or 2 latter am taking it back for the same issues. Or just to resolve they should trade me out .the car as major issue they seem to not know how to fix . Or maybe they trying to let the warranty run out! The manager of sales is very rude and very unprofessional. So in the case they would rather have me keep bringing it back time and time again. Now am stuck without transportation catching ubers and lifts to get to work!

  

  Business Response

  Date: 04/20/2023

  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 2011 ********* Equinox on March 10, 2022 from the BLD-owned Byrider location on ****** ***** **** ** ******** ******.  The vehicle is covered by a 36-month, 36,000 mile warranty, whichever occurs first.  Ms. ******** brought her vehicle in with a check engine light on March 21, 2023, we discovered the vehicle was 3 quarts low on oil. We corrected this and at that time it seemed to fix the issue. We advised Ms. ******** we would need to run an oil consumption test. On April 4, 2023 Ms. ******** informed us that she had the codes pulled at ******* **** and was told it was related to her transmission. The only codes we have seen have to do with the timing chain, which can be caused due to low oil. The service department has not been able to duplicate Ms. ********' concern. We have arranged for the ********* Dealership to conduct an independent diagnosis and repair the vehicle, if needed, at our expense.  They are currently experiencing the same difficulties in duplicating the issue Ms. ******** has expressed with the vehicle. We were informed by the ********* Dealership that Ms. ******** has picked up her vehicle as of April 14, 2023. 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: 05/02/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  
  ****** ********
  
  Also would like to add the finance  Company that is affiliated  to jdbyryder.  Sent me a text message  and I also spoke to one of the ladies that I have talked to on several occasions  quoted your vehicle  will not be fixed if you are not up-to-date  on your car payment.  Which when I spoke to my lawyer  that is a breach in their contact  my warranty  and finance  charges have nothing  to do with one another.  So unless  am current  my vehicle  will not be fixed. I have copies when and who I spoke with. At this point  they are in breach.

  

  Business Response

  Date: 05/15/2023

  It is not our policy to decline service to a vehicle if the payments are behind. We have not expressed this to Ms. ******** and apologize if there has been any miscommunication where she may have believed that to be our intent.We have arranged for the ********* Dealership to conduct an independent diagnosis and repair the vehicle, if needed, at our expense.  They are currently experiencing the same difficulties in duplicating the issue Ms. ******** has expressed with the vehicle. Ms. ******** is not keeping appointments with the ********* Dealership, or letting them keep the vehicle to try and duplicate the vehicle. Without duplicating the issue we are not able to diagnose the specific problem Ms. ******** is having. We have not refused to fix her vehicle and have actively worked with her. We ask that Ms. ******** allow the ********* dealership the time needed to keep the vehicle in order to properly assess the vehicle.

  Customer Answer

  Date: 05/16/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  
  ****** ********
  
  The ****  has texted me that message also spoke with one of the ladies and she said the same if I don't pay or catch up on my payment they will not fix my car I have a witness that heard the conversation I had her on speaker phone  to confirm . Also spoke with my lawyer  a day before. So I know what questions  to ask . And as far as leaving my vehicle I have on several occasions  and they come back with the same thing and when the codes have popped up many times they haven't  not addressed  them .... at this point I think I am feed up with the company  and finance  company ****! I would just like my money back for the yr I have had the vehicle. And out if the lease! This company is a fraud  and misleading to people that have a hard time getting  a vehicle!

• Initial Complaint

  Date:10/03/2022

  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.

  Purchased a vehicle on July 30. On Aug 18 it was towed from work and put in the shop for a blown motor. Supposedly the motor was replaced and it has been in the shop 3 more times since. It is currently in the shop again as of sept 30 for a blown motor, As per my mechanic he does not believe the motor was replaced. It needs a new motor, heater core, mass air flow sensor, exhaust, catalytic convertor. and more. There is metal in the oil as well as gas and it is leaking antifreeze into the car and out the exhaust. They keep telling me its fine. The car is undriveable.

  

  Business Response

  Date: 10/05/2022

  In the case of ********* *****, Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider.  Ms. ***** is concerned with some mechanical issues she has experienced with the vehicle.  Ms. ***** purchased a 2011 Mazda CX-7 on July 30, 2022 from the franchise-owned Byrider on ****** ***** **** ** ******** *******. The vehicle is covered by a 36-month, 36,000 mile warranty, whichever occurs first.The franchise-owned Byrider has honored the terms of the warranty and acted in good faith to address Ms. *****’s concerns.  All eligible repairs were covered under the warranty, and in a gesture of goodwill repairs not eligible for coverage were also covered, totaling a little over $800.  Ms. ***** has not incurred any out of pocket expenses towards repairs.  Unfortunately Ms. *****’s engine failed and was replaced on September 6, 2022.  Currently, Ms. ***** is experiencing coil issues, and in an effort to get her back on the road as soon as possible, the coils are being replaced at a dealership close to her residence. The part has been ordered, and as soon as it arrives, it will be installed.  Moving forward, the franchise-owned Byrider plans to evaluate the situation further and determine if additional action is needed regarding the engine.  The franchise-owned Byrider apologizes for the inconvenience this matter has caused and remains committed to honoring the warranty and reaching a resolution through the repair of Ms. *****’s vehicle.