Complaints

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought this car a little over a year ago from ** *******. 3 months after I bought the car the engine went down. Every other month afterwards the car keeps breaking down. Not only am I paying for a car that doesn’t work. They also keep my car for weeks sometimes months at time. Making it impossible for me to get my children to school and me to work. They refuse to put me in a reliable transportation. I have been harassed and threatened by the people in this company. Please help me I am a single mother with 4 children. And they are getting over on me. They have my car right now and is harassing me and threatening. I am paying for a car that doesn’t not work. I have proof of the car breaking down every month

  Business response

  10/17/2024

  **** ***** purchased a 2009 Toyota Camry from ******* ****** on 8/30/2023.  At the time of purchase the vehicle had 159,549 miles, as of 10/1/2024 when it came into service the vehicle currently has 206,506 miles.  The customer put 46,957 miles on this vehicle in just over 12 months.  The vehicle shows to have been in our service department 4 times since **** ***** has owned the vehicle.  We did replace the engine in Oct. of 2023 and ******* covered 100% of that charge under the vehicle warranty agreement.  ******* did waive the warranty ded. for **** ***** at that time and **** ***** paid zero dollars of the $3472.27 repair.  Car returned to our service department in Feb. of this year for a starter replacement, oil change, and there was a tow bill as well.  None of these items were covered under warranty.  ******* agreed to allow **** ***** to pay $152 of the $303.10 total at time of completion and then allowed **** ***** to pay out the remaining $151.10 with interest free payments.  **** ***** did that had paid this off.  Car returned to service in April of this year for an oil change.  This is not a covered item, however, ******* paid the full $31.63 fee for this service and did not charge the customer.  Car returned in service in May of this year, needing a alternator, battery, mass air flow sensor, tow bill, labor, none of this $641.97 was covered because **** ***** had already eclipsed the mileage on her 24 month 24,000 mile warranty.  ******* agreed to repair the car for **** ***** and let her pay $150 at time of completion and are allowing her to pay off the remaining $491.97 on and interest fee payment plan.  **** ***** has paid that balance down to $332.65, which is now 14 days past due.  That brings us to the most recent service issue, car was brought in on 10/1, customer out of warranty, we agreed to purchase parts online to save on the cost of parts.  When doing this it does slow down the parts time, we now have to wait for parts to come in.  **** *****'s car payment and mechanical payment were due on 10/3, we agreed on a payment plan for 10/12.  When **** ***** did not make the planned 10/12 payment all service work was paused.  I have instructed service to finish the repairs today 10/17 and the stores Finance Manager is reaching out to **** ***** to figure out how we can move forward with the account and service.  Do to the amount of miles and the fact that we do not have any unrepairable issues or excessive issues the option for replacing the car is not available.  ******* and **** will be glad to resolve all these issue with the customer and help the best way we can.

  Thanks, 

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

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Chrysler 300 in the year 2021 the month of November from ******* ******. I was paying on 500 a month for the vehicle. The car had problems over and over again and they were supposed to fix the problems, but they never did. Every time I took it to them They patched up, whatever was wrong with it, but it was really never fixed. Every time I took my car to back to them for them to fix it I had to go through so many problems and they’ll try to keep my car for weeks at a time without fixing the actual problems with the car. Finally car broke down on the freeway of July 2024. I called him and told him and they towed To the car lot and I waited to hear something from them about what the problem was. when I called up there, they didn’t know my car was even sitting on the lot and it had been sitting there for nine days so I went up there to get my car and asked him what’s going on and they told me that they never even knew my car was on the lot. I explained to them that I have a job to get to, and I gave them ample time to fix my car and when I called up to the lot a woman told me that if I didn’t make a payment that week, they will stop service on my car, which they never started on. So I immediately got all my stuff out the car and told them they can keep the car. I will get me another car and I found me another vehicle and let them have that vehicle.. Now they’re saying I owe them $5000 because that was the rest of the payment that I owed on the car. I feel like I do not owe them anything actually they should owe me. They had my car sitting on the lot for 9 to 10 days to tell me you do not know that my car was on your lot. I feel bad.

  Business response

  09/11/2024

  ** ***** purchased a 2012 Chrysler 300, *****************, on 11/24/2021.  The selling miles were 105,270.  The current mileage is 133,607.  I have attached the service history for the vehicle.

  ** ***** signed a Retail Installment Agreement at time of purchase.  He is currently 40 days delinquent on his auto loan payment.  If ** ***** chooses to no longer make his auto payments, we will sell the vehicle at auction, and apply the collateral disposition to his account.  If it brings more than is owed, we will send a check to ** ***** for the overage.  If it is less than what is owed, we will pursue the deficiency balance in court.

  Please let me know how I can be of further assistance.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Well i bought a 2010 mazda 6 in 2021 i payed the car down to 2000 dollars my tail lights didnt work dash board lights didnt work so i try to give ********* a second chance thinking they do me right they sold me 2015 volkswagon passat there was a peice missing to window i got it july 8 and by wed thr car was broke down it had class slithers in vent they told me my car was fixed drop all thr way there for them to tell me they put zip ties on my stuff and to be careful driving it cause they knew it could break back down iam a single women iam not rich they want put me in another car i miss work because of it but they want. A car payment i wnat to know how to get out of my contract with them

  Business response

  07/17/2024

  **** ********** vehicle was brought into service for a shifter cable issue.  The connector bushing had worn out causing the cable not to perform and allow the car to go into gear.  Our service team diagnosed this issue and the part would have to be ordered.  We communicated that to **** ******** and let her know that we could do a temporary repair that would allow her to drive the vehicle while we were waiting for the part to come in.  We let **** ******** know that with the temporary repair there is a chance that it could fail and leave the vehicle inoperable if that happened.  However, my service team felt like there would be a very low chance of that as they had performed this temporary fix on more that one occasion with success.  The main goal was for us to provide the customer with an option to have the vehicle and be able to drive the vehicle while the part was being shipped.  Once the part was to arrive then **** ******** could return and we would be happy to install the part for her at that time.  The other option **** ******** had was to leave the vehicle with us and we would repair the vehicle once the part arrived.  This specific issue is not a covered item under our warranty contract, however, we agreed to take care of the issue at no cost to the customer.  The customer was not satisfied with any of these options and decided to sign a vol. surrender agreement on the vehicle.  The car is currently on our lot, the part is scheduled to be in no later than 7/18/2024.  The customer will be relieved of the contract with no current or future obligations to Byrider or ****.  They will not have negative credit reporting pertaining to this contract.  I am not sure what else we could have offered **** ******** to resolve this situation.  Please let me know if there is anything else you need. 

  Thanks,

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

   

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from their location last year and have had multiple issues with it since then. The latest issue was on June 4, 2023 I was on my way to work my motor died before I made it to work and I had to have it towed through my mom’s Roadside Assistance which caused me to miss work because I had to sit there for two hours waiting for them to show up. Three days later ByRyder finally came to pick my car up from my house. This was on June 7, 2023. Today is July 11, 2023 and I’m still waiting for my car to be fixed even though I still make biweekly payments, I have been inconvenienced for over a month paying for Uber and Lyft rides or having to use my mom’s car to get back and forth to work. I have called them more than 20 times inquiring about my car and asking them when it’ll be ready and I’ve gotten nothing but the runaround and what they plan on charging me because aside from the motor going out, the air conditioning went out too and the tire axle was bending or breaking but they are trying to make me pay for those repairs as well even though I’m still making monthly payments and don’t have the car. Can someone please help me out because I feel like this should be against the law and that I was sold a lemon. They are not professional and should not be in business selling cars that are no good but continue to make their customers pay out of pocket for expenses that shouldn’t be on the customer. If I’m paying a car payment I should be able to have a reliable car to drive. It’s been well over a month now and I’m still without my car but still making payments and is being told that I have to pay for mechanical repairs that should indeed be covered.

  Business response

  07/13/2023

  Ms. **** purchased her 2011 Buick Enclave, VIN#:  *****************, on 5/12/2022.  The vehicle had 128,500 miles on it at time of purchase.  Unfortunately, 11 year old vehicles with over 100,000 miles do experience mechanical issues from time to time.  As Ms. **** can remember from time of purchase, Byrider does NOT pay for towing.  It is the responsibility of the customer to get their vehicle to the dealership for repair.  Also, we are still experiencing lingering Service delays related to the pandemic.  The entire automotive industry is behind schedule, and will continue to be for some time.  As far as her concern about having to continue to pay for her vehicle while not being able to use it.  CNAC is no different than any other lending institution in America.  When you sign a contract stating that you will pay for something, you are stating that you will pay for it.  No bank in America stops car payments because of where the vehicle is located at any certain time.  We will do everything in our power to resolve Ms. ****'s mechanical issues in a timely manner.  However, we do expect Ms. **** to continue to pay for her vehicle.  Please let me know how I can be of further assistance.

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