Complaintsforbyrider

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  October of 2023 I traded in a 2002 ****** Pathfinder towards a 2014 Chrysler 200 S Now in the first Three months of having the car the Head Gasket went out, Starter, Battery and Ive had to replace every headlight and tail light. Its November of 2024. I have been calling this company nonstop trying to set up a date for service because for some reason my car started making a weird ticking noise from behind the steering wheel and my cluster which controls my lights is faulty. My fog lights only come on if I use a turn signal and my dash will dim itself automatically as if theres a fault. I owe *****k on it still and still have ******* miles before my warranty is up. I dont appreciate leaving voicemails and receiving no calls back especially seeing even if I do get it in there Im paying $75 just to look at it and they will most likely wait days before checking it out. This is my only means of transportation and for the amount Im paying least I expect is for the dealer to call me back. This is a service issue and Im trying to have it serviced.

  

  Business response

  11/12/2024

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

  Mr. ****** purchased a 2014 Chrysler 200 on October 7, 2023 from our Byrider dealership location on ****************** in ********, ***  He also purchased an optional service agreement effective for 30 months or ****** miles, 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. ******** vehicle has been serviced twice since its purchase, as per our records. On October 31, 2023, repairs for a head gasket, PCV valve, and thermostat were fully covered by Mr. ******** vehicle service contract, resulting in no out-of-pocket expenses. However, on January 25, 2024, a starter and battery replacement was performed, which are not covered under the contract. Consequently, Mr. ****** incurred an out-of-pocket expense of $249.99 for this service.
  

  Due to a recent ownership change, the ******** Byrider location has transitioned from a company-owned store to a franchise location. As a result of this change, Mr. ****** should contact Best Extended at ************** whenever he needs to schedule a service appointment.
  

  Upon receipt of this complaint, the service manager at the franchise owned ******** Byrider reached out to Mr. ****** to discuss his service concerns. The service manager recommended that Mr. ****** bring his vehicle to ****** ******** because there is a recall that is likely causing the issues Mr. ****** described.  Byrider has not heard back from Mr. ****** since this conversation. 
  

  Byrider strives to achieve the satisfaction of every customer. 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 response

  11/12/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  They have been very helpful and I didnt know they had transitioned. I will reach out to the extended an Ive contacted ****** ******** just waiting on a response from them. 

  Regards,

  ***** ******

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We was sold a car with the catalytic converter cut off and a pipe welded in its place. Its against federal law to drive a vehicle that has an exhaust system altered in any way. Its illegal to sell a car that has an emission system altered. I have called and messaged and no one is helping me. The ******* shops cannot touch it without losing their mechanic license . Im paying for my car I want it fixed or a new car!

  

  Business response

  11/08/2024

  In the case of Ms. ***** ******, complaint number ********, we have investigated the matter with the full cooperation of the franchise-owned Byrider. Ms. ****** filed a complaint regarding mechanical issues not being fixed.
  

  ****** ******** and ***** ****** purchased a 2010 Chevrolet Malibu on May 20, 2024 from our dealership on S US41 ***********, **. They also purchased an optional service agreement effective for 24 months or ****** miles, whichever occurs first.
  

  Before making it available for sale, each Byrider vehicle undergoes an in-depth inspection and reconditioning process to ensure its functionality and reliability. Service records show that Ms. ******* vehicle went through this inspection and the catalytic converter was on the car at the time of sale. 
  

  On July 22, Byrider received a text message from Ms. ****** regarding an issue with her vehicle's catalytic converter. In response, Byrider reached out to a local muffler shop to arrange for an inspection and repair. However, attempts to contact Ms. ****** to inform her of these arrangements were unsuccessful as all calls went to voicemail and no return calls were received.
  

  On October 24, 2024, another message was received from Ms. ****** regarding the same issue. Byrider attempted to contact her without success once again. On November 7, Ms. ****** left a voicemail. Byrider promptly returned her call, but all subsequent attempts have been unsuccessful, as they have gone directly to voicemail.
  Byrider is committed to resolving this issue but requires contact with Ms. ******* She is kindly requested to call ************** so that Byrider can schedule her vehicle at the muffler shop and address her concerns effectively.
  
  Byrider strives to achieve the satisfaction of every customer. We value Ms. ****** as a customer and look forward to our continued relationship.
  
  

  
  

• Initial Complaint

  10/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  **** is currently garnishing my check for a vehicle I no longer have and have tried to make payment arrangements for. This started in 2020 and has resumed as of September 2024. I have speoken to **** from ****, managers, etc, since 2020 trying to make an affordable arrangement that they have denied. My car payment was $230 bi weekly, which I never missed. I had a accident totaling the vehicle in 2018 and have been trying to make reasonable arrangements. I could not afford to pay over $400 a month for a vehicle I no longer had and try to save for another one, but my offers were constantly denied, as I made my regular payments. I am trying to stop these people from taking almost $400 out of each check I get during this very hard financial time. They will not accept any proof of my financial hardship to try to work out acceptable and affordable payment arrangement. My room mate is not working, I am currently responsible for all the housing bills and my personal bills and have fallen very behind, as this has been the case for me for months now. I am desperately trying to survive but cannot with CNAC being so insensitive to how they are handling their customers. I am trying to pay my bill, in full, but I cannot pay how they want me to nd they are bullying me for my hard earned money.

  

  Business response

  11/05/2024

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

  Ms. ****** purchased a 2007 ******* Tucson on July 30, 2016 from the franchise-owned Byrider location on ************ in ************, *********

  On March 28, 2018, CNAC was notified that the vehicle was totaled in an accident. Ms. ****** did not have full coverage insurance and therefore, an insurance claim was not processed leaving Ms. ****** responsible for the remaining balance of $6,472.99. The account was charged off on August 30, 2019. **** obtained a judgment for the deficiency balance. Ms. ****** should contact her local **** representative to make further arrangements.
  

  
  

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Payment of vehicle was due on 10/04/2024. Called Byrider on 10/04/2024 to let them know I could make my payment in a couple days that I would be late because I had some other fees to pay for. They made a note on my account and stated they would talked to the manager and get back with me. 10/05/2024 they called me again and asked about my payment and I said the same thing, they made a note on my account. She asked if the manager approved. I said I dont know because nobody called me back. She stated she would talked to her and call me back. Went on break from work and noticed they came and took my car back to the lot. Nobody called me back. Nobody will answer the phone. My payment was made 8pm 10/05/2024. I would like my vehicle back and them reprimanded for their bad service.

  

  Business response

  10/09/2024

  In the case of Lachea Hall, complaint number 22386063, we have investigated the matter with the full cooperation of the franchise-owned CNAC. Ms. Hall is upset with the handling of her account.

  Ms. Hall purchased a 2015 Dodge Grand Caravan on May 10, 2024 from our dealership on First Avenue in Evansville, IN. The vehicle is covered by a 24-month / 24,000 mile service contract, whichever occurs first. 

  During the contract closing, Ms. Hall was informed that CNAC maintains a strict on-time payment policy. Unlike some contracts, there is no grace period offered by CNAC.

  On October 4th, Ms. Hall contacted her account representative, requesting to make her payment two weeks late. However, her request was denied, as the representative informed her that late payments could not be accepted. The following day, October 5th, Ms. Hall defaulted on her contract, leading to the repossession of her vehicle. Later that evening, Ms. Hall made a payment to bring her account current, and successfully redeemed her vehicle on October 8, 2024.

  At CNAC, our goal is to provide the highest level of satisfaction to every customer. We value Ms. Hall and look forward to our continued relationship.
  

  
  

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an extended warranty with rental reimbursement. I have emailed the service department the receipt several times and they will not get back with me. It's been over a month and they keep asking me to resend the receipt.

  

  Business response

  10/08/2024

  In the case of Jeffery King, complaint number 22319631, we have investigated this matter with the full cooperation of the company-owned Byrider. Mr. King is aggrieved with the amount of time it is taking for his rental reimbursement to be issued.

  Mr. King purchased a 2014 Ford Focus on March 9, 2022, from the Byrider dealership in Maumee, OH. The vehicle is covered by a 36-month, 36,000-mile service contract, whichever comes first. Please note that loaner vehicles are not included in this service contract. To help offset rental vehicle costs, Byrider offers reimbursement of up to $25.95 per day for up to five days while the Byrider vehicle is being serviced. 

  Mr. King submitted the requested rental invoices. The reimbursement check was cut on October 1st and mailed out on the same day. Mr. King should expect it to arrive soon, if it hasn’t already. 

  At Byrider, we are dedicated to our customers' satisfaction. We value Mr. King as a customer and look forward to continuing our positive relationship with him.
  

  
  

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  car repossessed within 4 days and not allowing me to pay amount to get it back now that i have the help. very rude customer service. employees asking for too much personal business thats not necessary. made me trade my car in to get a new car and made me still put a down payment of $1,380.

  

  Business response

  09/18/2024

  In the case of *************** Complaint Number: ********, we have investigated this matter with the full cooperation of the franchise-owned CNAC.  Ms. ***** is aggrieved at the handling of the repossession of the vehicle.   
  
  Ms. ***** purchased a 2011 ******* ****** on June 20, 2024 from the franchise-owned Byrider location on ************** in *******, ******  The vehicle is covered by a 36-month, ****** mile service contract, whichever occurs first. 
  
  Ms. ***** had a contractual payment due on September 7, 2024.  On September 9, 2024 Ms. ***** contacted **** and informed them that she would pay for the insurance on the vehicle but the car payment would have to wait until September 22, 2024.  Ms. ***** was informed during her contract closing and again during this phone conversations that **** does not have a ***** period and all payments must be paid on or before the due date. 
  
  On September 11, 2024 Ms. ***** contacted CNAC to request an extension.  Ms. ***** stated she had other bills to pay and she would not be able to make her payments.  CNAC requested proof of the hardship in order to grant her an extension (which is our internal policy). Ms. ***** hung up.  
  
  Ms. ***** defaulted on her retail contract, and her vehicle was subsequently repossessed on September 12, 2024. 
  
  On September 17, 2024, the General Manager sat down with Ms. ***** and her family member to find a solution to their issue. After productive discussions, they successfully reached a resolution, allowing Ms. ***** to reclaim her vehicle.
  
  Byrider strives to achieve the satisfaction of every customer. We value Ms. ***** as a customer and look forward to our continued relationship.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ********************************* is a buy here, pay here location. So the finance portion and sales portion are one and the same. Byrider wrongfully repossessed my vehicle. I am current on my payments and payment is not due until 9/13. The only reason I can think of why they might possibly repossess my vehicle is because at the time the contract was made, they set up the wrong payment dates. I had brought this to their attention after the contract had been signed, so they said I had to come in to sign some paperwork to get my payment switched to the 15th and 30th of every month. Not only did they get the payment dates wrong, they bait and switched me, promising one price then hiking it up when I got there. As a reminder, I am up to date on my payments, my payment isnt due until 9/13, & if for some reason I am somehow missing a payment, the company did not alert of any past due payments

  

  Business response

  09/18/2024

  In the case of Mr. **** ******, complaint number ********, we have investigated this matter with the full cooperation of the franchise-owned Byrider. Mr. ****** is upset with the handling of his account.

  Mr. Lohman  purchased a 2011 Buick Enclave on June 1, 2024 from the Byrider location on ******************** in ******, **. The purchase included a 24-month, 24,000-mile limited warranty.

  Byrider has written policies and procedures that govern our sales and underwriting processes.  The terms of the retail contract, including the payment amount, annual percentage rate, total sales price, and payment schedule were disclosed prior to and during closing, both in writing and verbally. Mr. ****** signed a Retail Installment Contract which secures his purchase.

  When Mr. ****** became delinquent on his account, he informed **** he was paid semi-monthly rather than bi-weekly. **** offered to adjust his due dates, but this required him to visit the location and sign the necessary paperwork. Mr. ****** failed to appear for the signing, resulting in the repossession of his vehicle. However, on September 16, Mr. ****** visited our location, and we agreed to mutually release him from his financial obligation.
  

  
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/3 I took my vehicle to the Monroeville Byrider location to have my car (2011 Kia ******** repaired. I explained to *** that the check engine light was on, my vehicle was stuck in limp mode, would not go above 20 up a hill with the gas floored, code indicated P0880 (previous complaint filed for time of repairs and lack of communication) I received my car back on 6/26, and paid $1609. *** stated my vehicle was repaired and was running great. Within a few weeks of receiving my vehicle back, the check engine light was on again, my vehicle was stuck in 4th gear, was shifting hard, and was again stuck in limp mode. I called **** at ******** where I purchased the vehicle, and made an appointment for 8/26, within an hour **** stated I needed a new transmission, that is what the code (P0880) was indicating. He stated the transmission was covered under the warranty and would take a few weeks. I picked up my car today 9/10. I was without a car for over 6 weeks to complete the same repairs that were indicated back in June. My vehicle was not properly repaired when it was serviced in June. I am requesting 1/2 ($800) of what was paid in June ($1609) for the repairs that were not properly completed. I also rented a vehicle from Enterprise during the current repairs for 10 days, total $804, and was told the most I could receive back was $129.75. You cannot rent a vehicle in 2024 for $25.95, and capping the reimbursement at 5 days, when the repairs took 3 weeks is unfair and unreasonable. At this point if we cannot reach a reasonable solution, I will be contacting an attorney for next steps in receiving financial recovery. Also, I never requested the towing reimbursement of $75 in June, and I had to pay twice ($97.50) for inspection to be done. I believe what Im requesting is more than reasonable considering what *** paid out of pocket.

  

  Business response

  09/19/2024

  In the case of ******* ****** Complaint Number: ********* we have conducted a thorough investigation with the company-owned Byrider. We are committed to addressing *** ******* concerns about the mechanical issues she has experienced with her vehicle. 
  
  *** ***** purchased a 2011 Kia ******* on July 16, 2021, from the company-owned Byrider on ******** **, *********** **. The vehicle is covered by a 48-month, 60,000-mile service contract, whichever occurs first. 
  
  We fully understand that dealing with any service issue can be frustrating. We recognize that a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.
  
  *** ***** had the vehicle towed in for service to the company-owned Byrider located on ***************************************** **, on Friday, June 7, 2024, stating that the engine light was on and the vehicle would go no faster than 20 mph.  The technician diagnosed the car and found that the vehicle needed a valve control module, lower intake manifold, intake manifold gasket, valve position sensor, engine oil pressure sensor, wheel hub, and clock spring. The only code stored at this visit was code P200A (which is for the manifold gasket).  Code P0880 was not present during any diagnostics that occurred during this visit. Prior to returning the vehicle to *** ****** it underwent a test drive to ensure its intended performance. No indications suggested the need for transmission repair or replacement.
  
  Furthermore, *** ***** had her Pennsylvania inspection and emission completed at the ******** ** location on July 12, 2024.  The vehicle would not have passed the inspection if the P0880 Transmission code was present. 
  
  *** Nolans vehicle did not show the transmission code of P0880 until her visit to ******** on August 26, 2024.
  
  The company-owned Byrider apologizes for any inconvenience the repairs may have caused *** ****** but they cannot adhere to her request for a refund.  They remain committed to honoring the terms of the service contract if any future mechanical issues should arise.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 26th 2024, I signed the paperwork to buy a car from JD Byrider with a down payment of $2,000 3 days later the car was taken from me because the financing was pulled and I have a video of me being told I would get my $2,000 back from the dealership and that the whole deal is cancelled and would be like it never happened if I called them. When I called they said I am not getting my down payment back since I signed a paper saying my down payment was non refundable but if the whole deal got cancelled then so did me signing that paper and if its supposed to be like it never happened then I should still have my $2,000. This is the reason I am filing this complaint and I have also contacted an attorney to file a lawsuit since I have video being told I will get my money back when I havent.

  

  Business response

  09/05/2024

  In the case of ********************************, Complaint Number ********, we have investigated this matter with the company-owned Byrider. Mr. *********** is dissatisfied with the repossession of his vehicle. 

  ************** purchased a 2014 Chevrolet Traverse on August 23, 2024 from the company-owned Byrider/CNAC on ******** Road in **********, ***  The purchase was secured by a **************************************************** owned Byrider/CNAC has documented policies and procedures surrounding the sales and underwriting process. As with any new customer, ************** completed an application process and was asked a series of questions such as name, address, social security number, and residential and employment information. During the verification process, it was discovered that ************** falsified information on his application. This violated the terms of his Retail Contract. The company owned Byrider/CNAC made the difficult decision to repossess the vehicle. ************** signed paperwork stating all refunds are non-refundable.

  We would like to consider this matter as resolved and would appreciate your agreement with this resolution.
  

  
  

  Customer response

  09/05/2024

  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 did NOT falsify any information it was a miss communication between CNAC/Byrider and my landlord and that is BYRIDER/CNAC's problem and did not even try to sort out the issue. I do not care the car was taken because of their mistake as a dealer, I care about being told on video I would get my money back and then was told no. As a dealership it is THEIR responsibility to verify ALL information BEFORE allowing customers to drive a car off the lot. I have proof FROM A JUDGE saying my rent is current which triumphs ANYTHING my landlord says. I would've happily provided this proof of my rent verification if I was asked instead of ASSUMING I "falsified" information and taking the vehicle without any effort in trying to clear up this misunderstanding. Since you took the vehicle under the ASSUMPTION that I falsified information when I have proof I did not that means your reasoning for taking the vehicle is not valid, so you didn't "repo" the vehicle you simply stole it from our driveway under false assumptions and not giving me my money back since you took the car is simply stealing my money. If the papers I signed saying I'm approved and bought the vehicle was cancelled/voided, then so is any other paperwork I signed including my downpayment being "non-refundable" You cannot pick and choose what papers in the contract are voided or not, either the whole contract is cancelled or none of it. Unfortunately, either way you look at it you either stole the vehicle unlawfully or my money. At this point, like I stated before, I have already contacted an attorney in this matter and that's all I have to say. 
  
  Regards,
  
  ****************************
  

  

  Business response

  09/09/2024

  We stand by our original response. Our sales agreement with ************** was contingent upon the verification of his information, which was not successful. As a result, his contract has been canceled, absolving him from any remaining balance. His credit report will not show this transaction as an open account or a repossession. As disclosed to ************** when he applied for financing, the down payment is non refundable.

  Customer response

  09/10/2024

  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 stand by my original response and this matter will be handled through the legal system from here on out
  
  Regards,
  
  ****************************
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in because it overheated due to a leak from a hose, they recommended I replace the engine, I gave them the ok to replace it. I also informed them that there was a strange noise coming from the front end, they told me it was the sway bar I gave them the ok to fix it, they then called back & said after replacing it there was still a ********** turned out to be the control arms, I gave them the ok to fix it as long as it wouldnt exceed ***** with the engine replacement & the way bar replacement. Days later they called for me to come get my car, after picking my car up there was still a noise coming from the car. I parked the car and continued to use the rental I had. After returning my rental a couple days later I started driving my car again but the first day driving it I noticed an extreme spell of gasoline & noticed I was using gas than normal. I parked my car and called them, they refunded me a tow so I argued with them that I cant drive the car with the engine leaking gas, it will catch on ******** hung up on them. They later called me back and agreed & said they would tow it. After they checked it out they called and informed me that the gas line had a bad O ring that something must have happened in the process of putting everything together. They replaced it, free of charge. About 3 weeks later, all of my coolant leaked out again & my car shut off in the middle of the street & wouldnt turn back on. I called and informed them there was an antifreeze ******** believe my engine locked up. They called me two days later stating all fluids were in the car and nothing was wrong with the engine that the started went out. I then re explained that I watched the anti freeze leak out. I called back later and the service manager said I mustve had my mind on something else and didnt hear him say that the anti freeze is gone & there is a leak coming from the heater hose. So basically, they never fixed the original issue that caused my engine to overheat.

  Customer response

  08/30/2024

  After she told me the technician did tell her the coolant was gone & there was a leak in the heater hose, I told her Id call back later with the mechanic who originally told me that the first engine overheated because of a leak in the hose. I call later and he speaks to her asking her multiple questions. How do you know its the starter and not a safety sensor on the car because of the heater hose? Her response was that they tested the power to the starter & it has power but the car wont turn over so it must be the cylinder in the starter. He then asks her if they took the starter off the car and hooked it up to the machine to see if the cylinder was bad & she said no, that in her 4 years of working there she had never heard of such a thing & they dont offer that. So then he said so you dont know for sure youre just assuming because theres power to the starter but the car wont start that the cylinder must be bad? Did you double check that the start is actually hooked up correctly considering you didnt hook the gas line up correctly after you replaced the engine? & she explained they triple checked everything. So then he asks why they didnt fix the heater hose when they replaced the engine considering that was the reason the first engine overheated? She stated because all my concern was with the head gasket and they didnt want to cause more expenses to their customers than needed. After the conversation she then tells me if I want them to fix the heater hose assembly & the starter that it would be 550. I told her I wanted to speak to my attorney first before doing anything bc Im tired of coming out of pocket and dealing with them s******* me over. (This is not the only issues Ive had over the last 3 years). She said okay & the call ended. I called back hours later to let her know that I was advised to tow my car home & that I needed her to put the keys in the car bc the tow truck wouldnt get there before they close. She then said that she couldnt do that bc its a liability issue & I said ok he wont be able to come until tomorrow then & she said there would be a ***** diagnostic fee. (Which I was never made aware of.) in our initial phone call she told me they wouldnt do anything to the car without letting me know beforehand. When she explained that the car would be 550 to get fix why would I not be informed of a diagnostic fee then? I expressed to her that she told me nothing would be done to my car without telling me how much first & then she told me no one is ever going to do work on my car for free but shes not going to argue with me so make sure the tow truck comes in between 8-5. I got the car towed (08/29/2024) when I got home they had my car taken apart even tho it was taken to them completely assembled. Multiple things are taken apart. I have attached a picture. (The amount I paid to them was apprx *****. It was a little over 5900.)

  Customer response

  08/30/2024

  After she told me the technician did tell her the coolant was gone & there was a leak in the heater hose, I told her Id call back later with the mechanic who originally told me that the first engine overheated because of a leak in the hose. I call later and he speaks to her asking her multiple questions. How do you know its the starter and not a safety sensor on the car because of the heater hose? Her response was that they tested the power to the starter & it has power but the car wont turn over so it must be the cylinder in the starter. He then asks her if they took the starter off the car and hooked it up to the machine to see if the cylinder was bad & she said no, that in her 4 years of working there she had never heard of such a thing & they dont offer that. So then he said so you dont know for sure youre just assuming because theres power to the starter but the car wont start that the cylinder must be bad? Did you double check that the start is actually hooked up correctly considering you didnt hook the gas line up correctly after you replaced the engine? & she explained they triple checked everything. So then he asks why they didnt fix the heater hose when they replaced the engine considering that was the reason the first engine overheated? She stated because all my concern was with the head gasket and they didnt want to cause more expenses to their customers than needed. After the conversation she then tells me if I want them to fix the heater hose assembly & the starter that it would be 550. I told her I wanted to speak to my attorney first before doing anything bc Im tired of coming out of pocket and dealing with them s******* me over. (This is not the only issues Ive had over the last 3 years). She said okay & the call ended. I called back hours later to let her know that I was advised to tow my car home & that I needed her to put the keys in the car bc the tow truck wouldnt get there before they close. She then said that she couldnt do that bc its a liability issue & I said ok he wont be able to come until tomorrow then & she said there would be a ***** diagnostic fee. (Which I was never made aware of.) in our initial phone call she told me they wouldnt do anything to the car without letting me know beforehand. When she explained that the car would be 550 to get fix why would I not be informed of a diagnostic fee then? I expressed to her that she told me nothing would be done to my car without telling me how much first & then she told me no one is ever going to do work on my car for free but shes not going to argue with me so make sure the tow truck comes in between 8-5. I got the car towed (08/29/2024) when I got home they had my car taken apart even tho it was taken to them completely assembled. Multiple things are taken apart. I have attached a picture. (The amount I paid to them was apprx *****. It was a little over 5900.)

  Customer response

  08/30/2024

  After she told me the technician did tell her the coolant was gone & there was a leak in the heater hose, I told her Id call back later with the mechanic who originally told me that the first engine overheated because of a leak in the hose. I call later and he speaks to her asking her multiple questions. How do you know its the starter and not a safety sensor on the car because of the heater hose? Her response was that they tested the power to the starter & it has power but the car wont turn over so it must be the cylinder in the starter. He then asks her if they took the starter off the car and hooked it up to the machine to see if the cylinder was bad & she said no, that in her 4 years of working there she had never heard of such a thing & they dont offer that. So then he said so you dont know for sure youre just assuming because theres power to the starter but the car wont start that the cylinder must be bad? Did you double check that the start is actually hooked up correctly considering you didnt hook the gas line up correctly after you replaced the engine? & she explained they triple checked everything. So then he asks why they didnt fix the heater hose when they replaced the engine considering that was the reason the first engine overheated? She stated because all my concern was with the head gasket and they didnt want to cause more expenses to their customers than needed. After the conversation she then tells me if I want them to fix the heater hose assembly & the starter that it would be 550. I told her I wanted to speak to my attorney first before doing anything bc Im tired of coming out of pocket and dealing with them s******* me over. (This is not the only issues Ive had over the last 3 years). She said okay & the call ended. I called back hours later to let her know that I was advised to tow my car home & that I needed her to put the keys in the car bc the tow truck wouldnt get there before they close. She then said that she couldnt do that bc its a liability issue & I said ok he wont be able to come until tomorrow then & she said there would be a ***** diagnostic fee. (Which I was never made aware of.) in our initial phone call she told me they wouldnt do anything to the car without letting me know beforehand. When she explained that the car would be 550 to get fix why would I not be informed of a diagnostic fee then? I expressed to her that she told me nothing would be done to my car without telling me how much first & then she told me no one is ever going to do work on my car for free but shes not going to argue with me so make sure the tow truck comes in between 8-5. I got the car towed (08/29/2024) when I got home they had my car taken apart even tho it was taken to them completely assembled. Multiple things are taken apart. I have attached a picture. (The amount I paid to them was apprx *****. It was a little over 5900.)

  Customer response

  08/30/2024

  After she told me the technician did tell her the coolant was gone & there was a leak in the heater hose, I told her Id call back later with the mechanic who originally told me that the first engine overheated because of a leak in the hose. I call later and he speaks to her asking her multiple questions. How do you know its the starter and not a safety sensor on the car because of the heater hose? Her response was that they tested the power to the starter & it has power but the car wont turn over so it must be the cylinder in the starter. He then asks her if they took the starter off the car and hooked it up to the machine to see if the cylinder was bad & she said no, that in her 4 years of working there she had never heard of such a thing & they dont offer that. So then he said so you dont know for sure youre just assuming because theres power to the starter but the car wont start that the cylinder must be bad? Did you double check that the start is actually hooked up correctly considering you didnt hook the gas line up correctly after you replaced the engine? & she explained they triple checked everything. So then he asks why they didnt fix the heater hose when they replaced the engine considering that was the reason the first engine overheated? She stated because all my concern was with the head gasket and they didnt want to cause more expenses to their customers than needed. After the conversation she then tells me if I want them to fix the heater hose assembly & the starter that it would be 550. I told her I wanted to speak to my attorney first before doing anything bc Im tired of coming out of pocket and dealing with them s******* me over. (This is not the only issues Ive had over the last 3 years). She said okay & the call ended. I called back hours later to let her know that I was advised to tow my car home & that I needed her to put the keys in the car bc the tow truck wouldnt get there before they close. She then said that she couldnt do that bc its a liability issue & I said ok he wont be able to come until tomorrow then & she said there would be a ***** diagnostic fee. (Which I was never made aware of.) in our initial phone call she told me they wouldnt do anything to the car without letting me know beforehand. When she explained that the car would be 550 to get fix why would I not be informed of a diagnostic fee then? I expressed to her that she told me nothing would be done to my car without telling me how much first & then she told me no one is ever going to do work on my car for free but shes not going to argue with me so make sure the tow truck comes in between 8-5. I got the car towed (08/29/2024) when I got home they had my car taken apart even tho it was taken to them completely assembled. Multiple things are taken apart. I have attached a picture. (The amount I paid to them was apprx *****. It was a little over 5900.)

  

  Business response

  09/05/2024

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

  ************ purchased a 2013 Dodge Charger on May 26, 2021, from the Byrider location on ******************************************. This vehicle is covered by a 48-month, 48,000-mile vehicle service contract, whichever comes first.

  While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use.

  Upon receipt of this complaint, Byrider promptly reached out to ************ and arranged for her vehicle towed to our service department at no expense to her. We also discussed in detail all her concerns to ensure they get addressed. However, we informed ************ that the repair might take longer than usual due to our current staffing shortage. ************ expressed her appreciation for our prompt communication and efforts to resolve the situation.

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

  
  

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