Complaints

This profile includes complaints for byrider's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  byrider

  12802 Hamilton Crossing Blvd Carmel, IN 46032-5424

  
• 

  J D Byrider

  1575 Miamisburg Centerville Rd. Dayton, OH 45458

  
• 

  Byrider

  3521 Grape Road Mishawaka, IN 46545-2712

  
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  Byrider

  2144 Elida Rd Lima, OH 45805-1519

  
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  Byrider Sales of Indiana S, Inc.

  3700 W Broad St Columbus, OH 43228-1443

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:04/18/2025

  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.

  Purchased the 2015 ***** Sonic on February 4th, 2025 it is now April 18th 2025 and my vehicle does not even run. I paid $500 and did my 3 or 4 differed payments. I just made a normal car payment yesterday on the 17th. This is unacceptable. My vehicle went into the service department on Feb 19th 2025 for two things!! I asked for the rotors to be replaced because of how rusted they are & the sensor because I took the vehicle to auto zone before purchasing so I could do a check engine test on it. Upon the time being in the service department there were multiple things wrong with my vehicle and "fixed" 2 months later and my vehicle does not even run? And I am being told to bring it in, things happen. NO This is an ongoing issue with this place. They do not offer loaners or anything to help a customer out, this place is money hungry with terrible service. I want my car payment reimbursed so I can pay to have my vehicle towed or fixed!!!!!!!!! When I purchased this vehicle I was told it was really only option, I do nothing but make my payments on time for this company but to feel like I am in a choke hold with a company is ridiculous and careless obviously if I could afford to go somewhere else I would but I can't at the moment. But for a company to provide service to people who actually need it you'd think they would have exceptional service as well as quality but they don't they just drain your pockets and tell you it's not their problem. I just want a running vehicle that works. I understand normal maintenance and issues but JDByrider has a very good habit of stating that something could always happen when that's ******** there's lemon laws for a reason, this company has a whole service department but doesn't know how to inspect vehicles and then blames customers for the s***** cars they sell and only decide to help us when we complain knowing we still have to keep the car through them or come back. This needs to be resolved.

  

  Business Response

  Date: 04/22/2025

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

  Ms. ******* purchased a 2015 Chevrolet Sonic on February 2, 2025 from the franchise-owned Byrider on **************************************************. The vehicle is covered by a 24-month, ****** mile service contract, whichever occurs first. The terms of the vehicle service contract were reviewed both in writing and verbally at the time of closing. It was stressed that towing is not a covered item.

  Ms. ******* bought a vehicle from us in 2022 and was dissatisfied with it. We then switched her to a different vehicle, which she traded in for her current Chevrolet Sonic two months ago. 

  Before making it available for sale, each Byrider vehicle undergoes an in-depth inspection and reconditioning process to ensure its functionality and reliability. Ms. ******** vehicle went through this process and passed inspection. However, after ***** miles the vehicle needed some repairs. Byrider covered all the items and waived the $50 deductible.

  Upon receipt of this complaint, Byrider offered to release Ms. ******* from her financial obligation, but she declined. We are working to find a solution for Ms. ******** and she has a service appointment scheduled for April 24th.

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience and value Ms. ******* as a customer. ********************** remains committed to working towards a resolution.
  

  
  

• Initial Complaint

  Date:04/08/2025

  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 am writing in regards to Voluntarily Surrendering my car. It took a lot to come to this decision, but I have decided that this is the correct and only course of action I have left. In reviewing my entire contract from start to finish.. one major thing stood out to me and that is on one of the very first pages- the Credit Score Disclosure- where the company, Byrider, communicates that they Specialize in selling great cars to people who need credit, and want an affordable payment along with a better car care program. Well, none of these statements are actually true. They somehow specialize in upselling junk cars to vulnerable customers in dire situations. And in this upsell tactic, they provide unaffordable payment plans at unreasonable interest rates. I spent 3 years spending $500 a month on a car that was better at breaking down than it ever couldve been at driving. In the attached picture you will see that, in total, i would spend $30,000 on a car worth not even $2,000. Not a thing as advertised, promoted, or written in contract as. When I called to have this taken care of, the company chose to respond very unprofessionally and served more attitude than promise or solutions. Ive spent days researching this and everyone and anyone feels scammed and used by JD Byrider. Nowhere in the contract does it state this is not acceptable.

  

  Business Response

  Date: 04/09/2025

  ******* ******** purchased a 2012 Chevrolet Cruze on March 11, 2022 from our Byrider location in ***********, **.   The purchase was secured by a retail installment contract. Ms. ******** purchased an optional  36 month/36 mile service contract. 
  Ms. ******** contacted CNAC to voluntarily surrender her vehicle on 4/8/2025. Once the vehicle has been repossessed, CNAC will send Ms. ******** all required documentation. The vehicle will be liquidated and the proceeds from the sale will be applied to the account. Ms. ******** will be notified of the sale and any remaining deficiency balance.
  

  Customer Answer

  Date: 04/09/2025

  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 have paid the Principal Balance on the car, as shown on the contract. I will not be paying the interest on a loan for a car I will no longer have. I have paid the money you set out to get and more. Sell the car at auction. Sell the car to another poor soul. I will not be responsible for the loan any longer.

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

  
  

  

  Business Response

  Date: 04/15/2025

  We stand by our original response.

  Customer Answer

  Date: 04/16/2025

  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. 
  
  And I stand by mine. The car has been gone for over a week now and is still showing in my account- I am

  not delinquent in payments as I no longer have the vehicle . Please act like a business and take accountability. I will be moving forward in the ways I need to get this squared away. 

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

  
  

• Initial Complaint

  Date:03/21/2025

  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 bought my 2017 ***** Equinox July 19, 2024. On January 22, 2025, my car stopped working as I was driving it to work. January 23, 2025 I towed my car to JD Byrider ******, **. January 28, 2025, ***** called and told me my transmission had internal seals leaking and they would have to replace it. It would be through my warranty, cost $241.08 and would be fixed in 2 1/2 weeks. I called weekly to check in on my car. They never called me to tell me they had the new transmission. I had to call and ask them. Only then ***** told me they had the new transmission but had 3 cars ahead of mines. I kept calling weekly with the same answer stating one of the cars have a lot of problems and there is only one mechanic that can deal with our car issues (engine/transmission). I kept calling weekly and finally ***** said they were working on my car. Called again and he said there was more leaking and would have to go through warranty again. I called again and ***** said they were working on the finishing touches on the car (last Thursday/Friday). This past Monday, March 17, 2025, ***** said they should be finished with my car. March 18, 2025, which is this past Tuesday, I called to see if I could come and pick up my car. ***** said they are about to do a test drive and will call me back in 30 minutes. ***** called me right back and said the transmission they put in from warranty was defective and they have to go back to warranty and the process would take 2-3 days for the request. I called and emailed corporate and the finance team manager called me today, March 20, 2025. She said they were going above and beyond with offering me up to 10 day of $50/day car rental reimbursement and that I do not have to pay my car note tomorrow. I am still without a vehicle, Im a single mother to 2 small children and I work full time. This is unacceptable. They have no sympathy or urgency to fix my vehicle. I feel like a number and not a human being. I feel like they are taking advantage of me.

  

  Business Response

  Date: 03/28/2025

  In the case of Ms. ****** *****, complaint number ********, we have investigated this matter with the full cooperation of the company-owned Byrider. Ms. ***** is upset with the amount of time it is taking to repair her vehicle. 

  Ms. ***** purchased a 2017 Chevrolet Equinox on July 19, 2024 from our Byrider location on *************************** in ******, **. She also purchased the optional 30 month/30,000 mile vehicle service contract, whichever comes first.

  We sincerely apologize for the delay in completing the requested repairs. Unfortunately, the transmission that we ordered arrived defective, resulting in an extended wait time in our service department. We are actively monitoring the situation and anticipate receiving the needed part by Friday March 28. Once we receive the part, we will swiftly complete the repairs and anticipate the vehicle to be ready by early next week. We understand that this delay may be frustrating, and we deeply regret any inconvenience it has caused.

  Byrider has offered Ms. ***** $50 reimbursement for up to 21 days of rental car expenses due to the extended repair time. This offer exceeds the maximum reimbursement of $25.95 per day for up to 5 days stipulated in her vehicle service contract. Ms. ***** will need to submit her receipts for reimbursement.

  Upon receipt of this complaint, Byrider attempted to contact Ms. ***** to give her an update and extend our sincere apologies. Byrider strives to achieve the satisfaction of every customer. We value Ms. ***** as a customer and look forward to our continued relationship

  
  

  Customer Answer

  Date: 03/28/2025

  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 do not accept a car rental reimbursement agreement due to the fact that I cannot trust that I would be reimbursed in a timely manner noting that they have had my car since January 23, 2025 and its March 28, 2025, still without a car. I asked for a rental car beforehand and they would not allow it. Only now that I have complained. JD Byrider Dayton also has not acknowledged my request to not pay for the services of my car due to the timeframe and lack of empathy/sympathy/urgency for my vehicle being fixed. They also have not acknowledged that if my car still has problems, for me to be able to get another car due to me wanting a safe and reliable car to drive for my children and myself. They have not valued me as a customer during this process and I am still without a car and never missed a car payment.
  
  Regards,
  
  ****** *****
  

  

  Business Response

  Date: 04/04/2025

  We stand by our original response. We again sincerely apologize for the delay. The vehicle repairs are now completed. Byrider has been in touch with Ms. ***** with all updates.

  Customer Answer

  Date: 04/04/2025

  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 finally have my car on April 4, 2025 and was without it since January 23, 2025. I should be reimbursed of the payment of $241.08 for fixing my car since this process took so long and was very stressful for me. This whole process has been unacceptable and this company shows that they do not care for their customers. Waiting over two months to have my car fixed is grounds for reimbursing me for payment and time without my car.
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:03/20/2025

  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.

  Subject: Complaint Against [BYRYDER/CNAC] - Improper Handling of Vehicle Total Loss To Whom It May Concern,I am writing to formally file a complaint against [BYRYDER/CNAC] regarding the handling of my vehicle, which was deemed a total loss. Despite the car being totaled, I am still being held responsible for the loan payments.Details of the Situation:Vehicle Information: 2012 **** Fusion Date of Incident: 05/24/2024 ***************** Involved: ************************* Loan ******: **** After the dealership declared my vehicle a total loss, I expected the necessary steps to be taken to resolve the outstanding loan. However, I have continued to make payments on the loan without a clear explanation as to why this remains my responsibility. Unfortunately, I was also recently involved in another accident in the same vehicle, further complicating the matter.I have attempted to resolve this issue directly with the dealership but have not received adequate support or clarification. I am seeking a resolution where I am no longer held financially responsible for a vehicle that was deemed a total loss.Desired Resolution:A clear explanation of why I am still financially responsible.Assistance in resolving the loan balance.Any additional actions necessary to ensure fair treatment.Please let me know if additional documentation or evidence is needed to further support my complaint. I appreciate your time and assistance in investigating this matter.Sincerely,****** ******/Summlion ************ ********************

  

  Business Response

  Date: 03/26/2025

  In the case of Ms. ****** ******, complaint number ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider. Ms. ****** is dissatisfied with the handling of her account following an accident. 

  Ms. ****** purchased a 2012 **** Fusion on December 12, 2023 from our Byrider location on **************** in ******, *********

  On March 20, Byrider was notified that the vehicle was involved in an accident for a second time. An insurance claim was processed through *********************** and the vehicle was determined to be a total loss. Once the insurance check is received, the insurance proceeds will be applied to the account and Ms. ****** will be responsible for the deficiency balance. Ms. ****** is advised to call her account representative at ************** to discuss options.

  Byrideris dedicated to providing the utmost satisfaction to each and every customer. We deeply appreciate Ms. ******** patronage and value our ongoing relationship with her.
  

  
  

• Initial Complaint

  Date:03/16/2025

  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 was financing a 2019 ****** Sentra from one of the dealerships in **********. The transmission went out on the car and I dropped it off to be fixed, they had the car for 3 months went through 4 bad transmissions before the supposedly bought a brand new one and put it in the car. When asked about the paperwork on that transmission I was told that wasn't allowed because the price they paid was on that paperwork. In less than a month of getting the car back the transmission went out again while driving down the road this time. I called and dropped the car off again. I was told initially there was nothing wrong with the car and then got a phone call 2 days later saying it was the transmission and there was metal in the transmission or fluid. I then was offered to be put into another car. Which I was okay with until the carlot telling me my only 2 options was the same model car only a 2018, and Kia ***** Which I did not want. For almost ***** dollars I would have thought I had a few more options in the situation. And I also expressed that to them at the car lot. So on May 13th I called and spoke to *** the manager and told him I no longer wanted to do business with them and I would take the voluntay repossession on my credit i just wanted to be done with doing business with them. He of course apologized and said okay. Well on may 14th 2025 the payment for the car was taken out of my account after telling them I didn't want the car anymore. And when I was asked when I could bring the car in I told the woman I spoke to that the car lot had been in possession of the car already for over a week and a half. The woman I spoke to ******* asked if she could call me back so she could call her boss and see if there was anything that she could get done. I received a call back from *** where he proceeded to give me two more options on cars which were a 2018 ******* & a 2018 **** I didn't want either and they still took the money out of my account even aftersurrendering the car

  Customer Answer

  Date: 03/17/2025

  Yes i would like the payment they took out to be refunded. I would also like to make sure this doesn't happen to anyone else. 

  

  Business Response

  Date: 03/21/2025

  In the case of Ms. ******* **********, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider.  

  Ms. ********** purchased a 2019 ****** Sentra on June 15, 2024 from our franchise owned Byrider dealership on ******************************, ***  The vehicle is covered by a 24 month / ****** mile  limited warranty, whichever occurs first. 

  Ms. ********** was offered another vehicle by Byrider after experiencing transmission problems with her current vehicle. She was presented with several alternative vehicles but declined them all and decided to voluntarily surrender the vehicle instead. 

  We informed Ms. ********** that she would need to visit our office to sign the necessary paperwork for the voluntary surrender of the vehicle. Her autopay ran before she formally requested the termination of her autopay. On March 17th, Ms. ********** came to our office to sign the paperwork. No further payments will be processed on her account.

  We regret that Ms. ********** chose to return the vehicle voluntarily instead of exploring alternative options as Byrider strives to achieve the satisfaction of every customer.
  

  
  

  Customer Answer

  Date: 03/27/2025

  The payment they took out of the account after I told them I no longer wanted to do business with them has still not been returned. *** the manager said it would take 5 to 7 days and it's been 10 days and I have called and left multiple messages for someone to call me back to find out why it hasn't been refunded yet. I can't got anyone to call me back or answer when I call the finance department. I would just like the payment back they took out that they weren't suppose to take out to start with. They told me it would be refunded.

  Customer Answer

  Date: 03/28/2025

  Now they are telling me that my money will not be refunded to my account the owner denied the claim that was filed. Even though I was told i would be getting my money back. And even though they took the payment out after I had surrendered the car. 

  Customer Answer

  Date: 03/31/2025

  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.]

  Now they are telling me that my money will not be refunded to my account the owner denied the claim that was filed. Even though I was told i would be getting my money back. And even though they took the payment out after I had surrendered the car. 
  
  Regards,
  
  ******* **********

  
  

• Initial Complaint

  Date:03/15/2025

  Type:Sales and Advertising 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 have had this vehicle for 2 years and it has had 2 engine replacements and is currently in the shop now waiting for another engine replacement. The car is under warranty. I have asked why is this happening and are they putting bad parts or are they even fixing my car. The last time they had my car for 2 months. I want this investigated and I want my car fixed asap.

  

  Business Response

  Date: 03/18/2025

  In the case of Ms. ****** ****** complaint number ********, we have investigated this matter with the full cooperation of the company-owned Byrider. Ms. ****** is upset with mechanical issues.

  Ms. ****** purchased a 2014 Kia ******* from the company-owned Byrider on *************************** in ***********, **. The vehicle is covered by an optional  30 month, ****** mile service contract, whichever occurs first.

  At Byrider, we are dedicated to delivering exceptional customer service by ensuring that our repairs are performed with high-quality parts. Byrider replaced **************** with a new *********** on January 3. She returned the vehicle to service on March 10 with the *** flashing. Our technician discovered the coolant was low and added more. They found low pressure in the cooling system and replaced the thermostat and radiator cap. This improved the pressure and allowed the motor to reach operating temperature. However, when the motor is under load, coolant bubbles up in the tank and the vehicle enters safe/limp mode. We are working with our distributor on a warranty claim, as the motor we received is defective. 

  We sincerely apologize for the delay in completing the repairs and actively monitoring the situation. Byrider will reach out to Ms. ****** as soon as we receive information from the distributor regarding the next steps. In the meantime, we kindly request her patience and understanding.

  Byrider strives to achieve the satisfaction of every customer. We value Ms. ****** as a customer and look forward to our continued relationship.
  

  
  

• Initial Complaint

  Date:03/12/2025

  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 bought this car back in June. It was cutting off back then and the engine light was on. They could not find the problem and sent it to the dealership. I told them they need to figure it out before it gets worse. They were guessing and said they could not find the problem and the dealership could not either, but they fixed parts they thought were wrong. I told the service manager they were fixing it to get it past my 30-day warranty, so I would have to pay. She said no, if you have the same problem you will not be charged anything. Now she conveniently does not remember the conversation. Yes, it has been 8 months and she said she did not get the letter I handed her back in July, but sent it to the dealership like I requested in the letter. I even asked them back then if they could not find the problem to get me another car and they refused and fixed it enough to get by. I had four free diagnostics and found out it was the crankshaft sensor, which is a 59 dollar part, plus I have to pay my mechanic a 150 dollars in labor. Byrder's wants me to pay ***** diagnostic fee and the labor because it is not covered in my extended warranty, that is why I cancelled my appointment with them. Ms. ****** whom I have been emailing, checked with warranty that it was not covered and it is not, and service could not tell me. They knew this car had this problem way back in June, and now they want me to pay them to fix it, which would be more than I am paying my mechanic. I have an appointment with him tomorrow, Thursday, May 13, 2025, with a licensed mechanic at my church. Ms. ***** said since it has been 8 months it will be an issue. However, when I call to get my payments extended, they say it's too early, the loan is still too new, which one is it? If it is a new loan, then the car should be new to have the same issues, and too soon to have the same issues. You can not have it both ways. Ms. ***** has our emails, she will probably forward them to you.

  Customer Answer

  Date: 03/13/2025

  I did get repairs this morning. This was a 5 hour job and a mechanic from my church did the labor and he charged me ****** dollars and I bought the part with tax the total was ***** cents. I sat there for 5 hours and watched him do the labor, orginally this would have been a 400 -500 dollar job because of where the part is located under the throttle body up under the engine. Everytime I call in about my loan **** says this loan is to new to make payment arragements or adjust payments.  However, when the car needs all these hard labor repair and other repairs especially when they new the car had this problem when I first bought it and the engine light came on two days after I had and they did not do their do deligence to figure out the problem and they did not keep their word about if I have problems after the *******************************************************************

  I am requesting the CNAC/Byrider reimburse me for the repairs I had to make, the part and labor = 2*****.  I have a ****** dollar car payment due April 3, 2025. Since I had this problem when I first bought the car I am requesting CNAC Finance/Byrider to deduct this from my ****** car payment on April 3, 2025, therefore I should only be responsible to pay ****** car payment April 3, 2025 and not ****** on April 3, 2025.  I want to be reimbursed for the repairs I had to pay out of my pocket to get done.

  

  Business Response

  Date: 03/17/2025

  In the case of Ms. ********* *****, complaint number ********, we have investigated this matter with the full cooperation of the company-owned Byrider. Ms. ***** is upset with mechanical issues.

  Ms. ***** purchased a 2014 Chevrolet Malibu on June 18, 2024 from our Byrider location on *************************** in ******, **. She also purchased the optional 30 month/30,000 mile vehicle service contract, whichever comes first. The terms and conditions of the optional vehicle service contract were disclosed both verbally and in writing before and during closing. 

  Ms. ***** experienced issues with her vehicle shortly after purchase, but our service department was unable to duplicate the problem at that time. We did not hear from Ms. ***** again about this issue until January 2025. 

  According to our service records, Ms. ***** has not had any out-of-pocket expenses for service issues since purchasing the vehicle. Byrider is happy to diagnose the vehicle; however, there is a diagnostic fee. This fee will be waived if the issue is covered. If the issue is not covered, Ms. ***** will be responsible for the deductible as per her vehicle service contract.

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

  
  

  Customer Answer

  Date: 03/18/2025

  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 have been in email and phone contact with ***** *****, CNAC Region Lead, ***************************************************************** ******, IN *****, office # ************** email ***************** I reject their response because a few days later after I bought this car I told them I was having this problem, it is not my fault they could not figure out the problem when I first bought the car. When I spoke to the service manager and told her that they were just guessing and was fixing the problem enough to get it pass the 30 day warranty so I would have to pay. Then she said no not if you have the same problem you will not have to pay anything and I still had the same problem until I had a free diagnostic and bought the part myself. Now conveniently she does not remember saying that if it had the same problem after 30 day warranty I would not have to pay anything.  What I am asking for is reasonable which is reimburse me the $263.00 or deduct it from my car payment due April 3, 2025. They wanted me to pay $89.00 for a diagnostic and if it was not covered by warranty I would have to pay.  I found out it was not covered by warranty because ***** *****/CNAC Region Lead check with the warranty department and they told her the crankshaft sensor was not covered by warranty. The $89.00 they were going to charge me for the diagnostic fee I used for the part. I will not be satisfied until I am reimbursed my $263.00 or if it is deducted from my car payment due April 3, 2023 Which means my car payment would be $211 on the third and not $476.00.  The reason I am not satisfied with business response is because she should have not said if I have the same problem again after the 30 day warranty the service manager told me this and now conveniently she does not remember. It is not my fault they did not do their due diligence when I first got to car to figure out the problem, they act like I was lying because they could not duplicate the problem, if they would have did their due diligence and fixed the problem when I first got the car, it would have not gotten to this point. They sent it to the dealership but they said the dealership could not duplicate the problem well they should of did more investigation to figure out what the problem is, they new it was a problem because the engine light came on a few days after I had the car. 
  
  Regards,
  
  ********* *****
  

  

  Business Response

  Date: 03/21/2025

  Byrider stands behind the vehicle service contract and makes good faith efforts at all times to help customers with their repairs. We are happy to work with Ms. ***** and her service issues, however the vehicle must be brought to our service department to be diagnosed first. As stated in our previous response and per her service contract, the diagnosis fee will be waived if the issue is covered. If the issue is not covered, Ms. ***** will be responsible for the diagnosis fee.

  Customer Answer

  Date: 04/07/2025

  I didn't receive another response from the business after the other response I sent abut being dissatisfied with their first response about them fixing car, they fixed it long enough to get the car fixed past the 30 day warranty and the warranty department would not cover the repairs I needed one of the **** representative supervisor checked with the warranty department.  I had to come out of pocket.  Although,  I am still very dissatisfied with JD Byrider and their service department **** finance supervisor worked with me with my payment this month because of this issue so I am satisfied with the **** finance department working with me but still not satisfied with Byrider service or sales 

• Initial Complaint

  Date:03/07/2025

  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 2017 **** fusion from Byrider I was told I had a warranty also ws told they did truth in lending, I never received a copy of the warranty and I also have taken my vehicle several times since buying the vehicle and the warranty they sold me fixes absolutely nothing, it did fix the oil leak *** could pass inspection but they have an mechanic shop but does not do inspection and emission, I had to off premises to get that done, I bought the car and 30 days later the audio went in the car and I was told it is not covered on the warranty and they don't fix audio so I do not have the ability to use the hands free, I keep paying my car note whites not monthly it is biweekly but it is being reported monthly and shouldn't it be reported biweekly cause that is how I pay it as well as should your company who offers warranty which I pay for fix the issues with my vehicle, why am I going to other dealerships to get my car fixed when your mechanics should fix it, I want my car back in the condition it was when I bought it, I attired of getting the run around about this car, I pay it should get fixed I am paying way too much for this used high mileage vehicle for it toot fiction also my trunk is broke and I cannot use it without holding it open and was told he couldn't fix it and I was not told this prior to picking up the vehicle, I am a wife and a mom and I feel as if I have been taken and they sold me this car broken on purpose, I need to be able to drive safe I need a front end alignment and was told they don't do that, so what exactly do you do and why was that not told to me at the signing,i was not given all the facts to make a sound decision on purchasing this car

  

  Business Response

  Date: 03/13/2025

  In the case of Ms. ******* ********, complaint number # ********, we have investigated this matter with the full cooperation of the company-owned Byrider.

  Ms. ******** purchased a 2017 **** Fusion on November 3, 2023 from the company-owned Byrider location on ********************* in **********, **. She also purchased the optional 30 months or ****** miles service contract, whichever occurs first. 

  The terms and conditions of the optional vehicle service contract were disclosed both verbally and in writing before and during closing. Byrider can provide Ms. ******** with another copy of her service contract upon her request.

  Ms. Mitchells account representative contacted her on March 3 and suggested that she contact the Monroeville location if the ******** **. location was unable to help. It was explained that while there are other locations that would honor eligible repairs, some of Ms. ********** issues were not covered and might require a specialty shop. Ms. ******** stated that she already had an appointment with **** for her alignment. Ms. ******** was advised to call us back if she has any further questions or concerns.

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

  
  

  Customer Answer

  Date: 03/14/2025

  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 was not informed that I would have to go to another auto mechanic cause Byrider auto mechanics could not fix anything I need fixed on my car. I am having to find another mechanic to fix my car cause Byrider mechanics can not. That is not a specialty shop that is having to go some where else and get it fixed. I was not informed of this and I was not able to make an informed decision about the purchase of this vehicle, so they lied to me and now I am stuck, being sorry for inconvenience is not good enough, I do also know that I can't give it back so in essence I am stuck with a vehicle that I pay for but it does not serve me any function, except to go from point a to b. I can't use the trunk, I have no safety features, so I can't use my hands free, my back up camera does not alert to anything, and so on. thanks for your apologize that does not help me
  Regards,
  
  ******* ********
  

• Initial Complaint

  Date:03/04/2025

  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.

  My car was purchased in september of 2024, within two weeks, my car had a leak that i struggled to get fixed and come out of pocket for. what they did was illegal and i have been charged at ****** note for a ***** used car. On november 25th 2024 i was in an accident that i am not in fault for and since they have played games and threatened me of repossession although i am injured and could not physically work. they have lied to my lawyer multiple times and are telling her one thing but not communicating that with me, as well as trying to keep me in a loop with with them and bring me into more debt. which is shown in the picture. I have proof of me getting the leak fixed at their location and being no where near helpful with the situation.

  

  Business Response

  Date: 03/05/2025

  In the case of Ms. ***** ********, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider. 
  

  Ms. ******** purchased a 2016 Chevrolet Cruze September 18, 2024 from the Byrider dealership on ***************************, **. The vehicle is covered by a 24-month, ****** mile Limited Warranty, whichever occurs first.  

  Service records show Ms. ******** had her vehicle serviced with us once since the time of purchase. She moved to **************, **, in late November, and we lost contact with her. We used the vehicle's GPS to find the vehicle at a Copart auction in ************** and learned of a pending insurance claim through Progressive. Byrider contacted Progressive and initiated the claim process. However, the claim was filed through a third party due to the accident not being Ms. ********* fault. 

  Upon receiving the insurance proceeds, we applied ************************ payment to her account to reduce the principal amount. However, this didn't cover the total outstanding balance, and a past-due amount remained. Ms. ******** was under the impression that the insurance payment would satisfy all outstanding charges on her account.

  ********************** spoke with Ms. ******** on March 3, 2025 and agreed to a settlement of $2,000. Once the $2,0000 payment is received, Byrider will release the lien and report her account as "paid in full, settled for less than full balance."
  

  
  

  Customer Answer

  Date: 03/05/2025

  hello thank you for your help i have attached a recording of the conversation and would like to know about how obtaining documentation of this agreement so that i can sign this or to physically see my total only being ***** now?

• Initial Complaint

  Date:02/23/2025

  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.

  This is a complaint against jb byrider monroeville I was sold a vehicle that was not running properly I mentioned the day of purchase that something felt off about the vehicle as if it wanted to stall out as I drove . I was told by the dealer that nothing was wrong with the vehicle and that it was serviced up to date and perfectly fine. two days following the date of purchase i made a call in explaining that there were three issues with my vehicle. The mechanic that i spoke with me told me to bring the car in to be checked out. after my car was looked at i was charged 200+ told that the " issue couldnt be duplicated . " and service to my vehicle was refused i was told to come back when the check engine light came on which leads me to believe this is a reaccuring issue with byrider. When the check engine light did come on it was after stalling out and i was outside of my coverage period this has now become a huge problem i o not belive this vehicle would be considered safe to drive. i Am also paying for this vehicle currently bi weekly at 250 along with insurance on the vehicle.

  

  Business Response

  Date: 02/28/2025

  In the case of Mr. ******* *****, complaint # ********, we have investigated the matter with the full cooperation of the company-owned Byrider. Mr. ***** filed a complaint regarding mechanical issues.

  Mr. ***** purchased a 2017 ********** Passat on August 29, 2024 from the company-owned Byrider on *************************** in ***********, **. He also purchased the optional 30-month/30,000 mile service contract, whichever comes first.  

  Our service records show that Mr. ***** had his vehicle serviced with us once on September 12, 2024, since the date of purchase. No issues were found during that service visit, and there were no associated out-of-pocket expenses. Mr. ***** has not contacted us with any further concerns. 

  Upon receipt of this complaint, Byrider contacted Mr. ***** to schedule an appointment to address his current issues. However, Mr. ***** indicated that he was unable to schedule an appointment at this time. He can call us at ************ to arrange an appointment for vehicle diagnostics. Byrider stands behind the vehicle service contract and will honor any eligible repairs. Mr. ***** will be responsible for the diagnostic fee if the issues found are not covered items. However, we cannot provide any reassurances until we diagnose the vehicle.

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