ComplaintsforByrider

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In march of last year I purchased a vehicle from jd byrider in Monroeville, PA. These are the issues I encountered:1. I was never told that the service contract was optional and because of this I ended up purchasing a vehicle I didn't want because the one I wanted would be too much with the service contract. 2. Insurance costs were going to be too high and I was going to back out of the purchase until the byrider sales person said they could get me a policy from ******** for 150 a month. Three days after signing this policy ******** informed me that I owed them 350 dollars and would have to pay 350 monthly moving forward.3. I informed Byrider that I was switching jobs in the coming weeks and may have a lapse in pay and if this was an issue I would wait to purchase the vehicle. I was told that Byriders financing company **** would work with me and it would not be an issue. When the lapse in pay came **** refused to work with me and told me that if payment wasn't made in full on time the car could be repossessed the following day. 4. When I got home the vehicle had a warped rotor which I fixed. A year after purchasing the car I found out the ODB-2 port had been cut out of the car and wires hidden behind the dash. Byrider inspected the vehicle but the Pennsylvania emissions inspection would have required them to plug a computer into that port. This means that byrider did not perform a legal inspection and simply passed the car without it. I was never informed the vehicle was missing this port and now can not get the car inspected. I called byrider corporate offices and asked to take the car to a different shop to be fixed but they will only allow me to take it to byrider who at this point I can not trust to work on my vehicle. I have notified the state of pennsylvania about this illegal inspection.

  Business response

  04/28/2022

  In the case of *****************************, Complaint Number: ********, we have investigated this matter with the full cooperation of the company-owned Byrider.  ****************** is aggrieved by the mechanical difficulties he is experiencing with the vehicle and the sales process.  
  

  ****************** purchased a 2012 **** ***** on Month Day, Year from the company-owned Byrider location on *************************** in Monroeville, Pennsylvania.  The vehicle is covered by a 48-month, 60,000 mile service contract, whichever occurs first.  
  

  Upon receipt of this complaint, we made contact with ****************** and offered to make him an appointment with our service department to address his concerns.  He expressed his wishes to have the vehicle looked at by a non-Byrider repair shop.  We informed him that we could work with him to coordinate the inspection of his vehicle at a new car dealership.  He declined both offers, and stated he would be fixing his vehicle himself.  We would encourage ****************** to reconsider and work with us to resolve his service issues.  
  

  The Monroeville Byrider location is an official inspection station for the emissions testing in Allegheny County, and as such, is subject to regular compliance auditing.  There is no way to issue a sticker without running the test first, and every sticker issued is accounted for by the state.  The ALDL connector is required for the testing, and if it were not present, we would not have been able to perform the test to issue the sticker that we did prior to purchase.  
  

  Additionally, Byrider has documented policies and procedures in place for the sales and underwriting process to ensure full transparency and customer satisfaction.  The terms of the retail contract, including the payment amount, APR, total sales price and the optional service contract were disclosed prior to and during closing, both in writing and orally.  
  

  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.
  

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

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a car with Byrider on July 27th, 2021. The first week I had the car it started giving me check engine lights and the car was not giving full power when I pressed on the accelerator. I called the service department as soon as the problems started to occur. I was given an appointment to come in 2 weeks later and when I brought the car in they told me they had to order a part for the engine. A week later they had me bring the car in for the repair, and when I left the shop the car starting the same exact problem of losing power and the check engine light coming on. I expressed with the service department and the finance department that I was not happy with this vehicle and they need to fix it and fix it right. They were very rude and not understanding of my concerns of this car being unsafe and unreliable. I did not have the car for 30 days and it had been in the shop multiple times and I have several near misses due to the car lagging when I push the accelerator. I told them I want to return the vehicle because I did not feel safe driving the car. I eventually returned the car to their lot. Now they are trying to collect $14,000 from me when I didn't have the car for more than 30 days and I made my bi-weekly payments on time. I am reporting Byrider to the BBB because they are using shady business practices by selling overpriced lemons to consumers who have bad credit and need a car to get back and forth to work. They are very unprofessional and need to be brought to justice. I would also like to request help on how to dispute this charge against my credit report being as I voluntarily returned this car and they did not repossess the car.

  Business response

  01/05/2022

  In the case of *****************************, Complaint Number: ********,  we have investigated this matter with the full cooperation of that franchise-owned Byrider.  ******************** is dissatisfied with mechanical and service issues he is experiencing with the vehicle.  
  

  ******************** purchased a 2012 **** ****** on July 27, 2021 from our Byrider location on ******************* in Easton, Pennsylvania. The vehicle was covered by a 36-month, unlimited mile service contract, which is set to end on July 27, 2024. 
  

  On August 3, 2021, ******************** came in with a check engine light on and the concern of the engine knocking.  It was determined that the vacuum pump needed to be replaced to resolve the issue.  The part had to be ordered directly from **** ****** and it happened to be on backorder, likely due to the national shortages experienced this year as a result of the pandemic.  
  

  The part came in on August 23, 2021, and the car was promptly repaired and returned to ******************.  On September 24, 2021, ****************** brought the vehicle in requesting an immediate appointment.  We were able to offer him the soonest available, which was on September 27, 2021.  He failed to show up for that appointment.  On October 1, 2021, he informed us he no longer wanted the vehicle and would be returning it to the dealership. On October 12, 2021, he returned the vehicle as a voluntary repossession. 

  The vehicle was sold at auction, and the proceeds were applied to the account on January 1, 2022, leaving a deficiency balance of $9,837.40.  All of the propper letters were sent to ******************** regarding the voluntary repossession.  
  

  Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience the repairs caused ********************, and we wish him the best in all his future endeavors. 

  Customer response

  01/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: This response is not accurate. They never ordered a part directly from an authorized **** dealer. They purchased and installed an aftermarket part which lead to more engine problems. I brought the car in to be checked immediately because the car was unsafe to drive. They attempted to set up an appointment for 1 week later. At that point I told them this vehicle is not safe and I am returning it.
  
  Regards,
  
  *****************************
  

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