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J.D. Byrider

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J.D. Byrider Reviews (180)

Issue Number 1 - Car repair issues - This customer purchased an extended service contract covering his vehicle for 24 months or 24,000 miles, whichever comes first.  JD Byrider is pleased to honor that commitment.  Since receiving this vehicle on 12/31/13 this customer has scheduled his...

car for repairs two times, once on 2/10/14 and again on 4/18/14.  Both times the customer did not come in for his appointment and did not request another appointment.  If customer is experiencing ongoing vehicle issues, we would request that he schedule and bring his car in for service in accordance with his service contract.  We will be handle all the covered items.  The customer's only charge will be the $25 deductible.Issue Number 2 - Collection techniques - JD Byrider and CNAC it's finance company adhere strictly to the [redacted] ([redacted]).  Customer is currently 54 days past due.  Customer has refused to take our phone calls and despite what he has stated, has not given us any indication as to the vehicle's location.  We have not made any threatening phone calls and will not ever participate in any types of threats to the customer or his references.  We do have the right in the collection process to check the customer's credit bureau in our attempt to find the vehicle's location.  We will continue to skip trace this account with the attempt to find the vehicle and repossess the collateral on this account.  If the customer would like us to stop pursuing this account, he simply needs to let us know the location of the vehicle so we can pick it up and process it according to Arizona Statutes.   Customer states in his desired settlement that he would like us to pick up his vehicle.  We also are desirous of this and would ask that the customer please give us the location of the vehicle so we can do so.

Nice friendly people. A great experience buying a car. Would tell my friends about it. Good Work.

Representatives from J[redacted] met with this customer on 6/25/15 and worked out a solution that was acceptable by both parties.  [redacted]'s top priority is customer satisfaction and keeping a good reputation in our community.  We are thankful that we were able to satisfy this customer.

Ms. [redacted] purchased her vehicle from JD Byrider in March of 2012.  At the time of purchase the vehicle had 113,473 miles.  The vehicle was purchased with a 2 year, 24,000 mile service agreement that covered the engine, transmission and many other items.  At this time we show that...

this vehicle is not covered by the service agreement because it has been over 2 years since the date of purchase and over 24,000  miles.  As part of our service to all of our customers, we offer a preferred pricing program that gives our customers discounted repair costs once the service agreement has expired.  This preferred pricing program provides parts to repair their vehicle at our cost with no markup plus the sales tax and labor at $43.00 per hours, approximately half of what it would cost at most repair facilities. JD Byrider's service manager has reached out to Ms. [redacted] via email and made an offer of this preferred pricing to her.  We would be happy to do a free inspection and estimate of any repairs that may need to be completed.  The service department can be reached for an appointment at ###-###-####.

Ms. [redacted] was given an opportunity to redeem her vehicle and pay her account up to current by Nov 28th.  On Nov 30th, Ms. [redacted] came into the office and told us that she decided not to redeem the vehicle and signed a mutual release.  This releases her from her obligations on the contract and releases this company from any financial obligations toward her, including refunding any down payment monies.  This is in accordance with the contract that Ms. [redacted] signed originally stating that all down payment monies were non-refundable.  Her personal items, which were in the vehicle were returned to her at no cost.
It is regretful that we were not able to retain Ms. [redacted] as a customer, but "on-time" payments are a necessary part of the JD Byrider program, as "on-time" payments help contribute to rebuilding credit.

I enjoyed my experience at JD Byrider. I was assisted by two agents Zully and Joe who both helped me tremendously. I walked away with a vehicle the same day couldn't be happier. Thanks!

Last week, we met with Mr. [redacted] and worked out an arrangement to trade him out of this vehicle.  We are sorry that he had a bad experience with it.  Our goal is provide quality transportation to our customers, so it is unfortunate that his experience was not what we would have...

liked.  We believe he will be very satisfied with next vehicle.

Please allow us an extension on answering this situation.  We have been in contact with the customer.  We have asked him to take the vehicle to a mechanic shop to have it checked out to see where the oil leak is coming from.  He went to a shop.  They told him they would have to...

steam clean the bottom  of the engine and put dye in the oil.  After doing this and driving the car for a little while, they will be able to see where the oil is leaking.The customer is planning to have that done to his vehicle and then get back to us.  If the oil pan gasket that we installed is leaking, we will find an agreed upon solution.  At this point, we are still awaiting further information.The repairs we do in our shop are warrantied for a year.  We're not sure how the misunderstanding arose with the length of the warranty, but regardless, we will seek to find a way to satisfy the customer's needs.[redacted]

Thank you JD Byrider for working with me on my down payment and getting me in a car with warranty!!!

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The vehicle is not even worth what I owe on it even if I put more money into it. It will never be worth what I owe on it, I want a working vehicle at equal value of what I owe to trade you guys sold me a vehicle that wasn't even worth the price you sold it to me as. This van is only worth like 1000 and I owe 5000 how does that work out.

Regards,

The goal of JD Byrider is to provide reliable vehicles to customers with bad credit or no credit via a program that maximizes their opportunities for success in the retail installment contract.  We do this in many ways, but in regards to the vehicle, we carefully purchase vehicles that carefully inspecting and reconditioning prior to their sale. Then we  provide after sales support in the form of a 24 month / 24,000 service contract with a $25.00 deductible.  When that has expired, we offer repairs in our shop at $43 / hour labor (about half the going rate at most shops) and we sell the parts with no  mark up to our customer.Comparing the loan balance of the vehicle sold through the J.D. Byrider program to the pricing listed through a third-party retailer is not an accurate measurement of vehicle value.  The vehicles that are sold through J.D. Byrider undergo not only a comprehensive pre-sale inspection, but also a significant reconditioning process prior to sale.  A third-party retailer's estimated resale value of the vehicle would not take these factors into consideration.  The purchase price of the vehicle was clearly outlined in the Retail Installment Contract and Security Agreement signed by Ms. [redacted] at the time of purchase, and was referenced multiple times throughout the closing process.  Please keep in mind that the retail installment contract was for $10,555 and the price of the vehicle was only $9,500, so right from the start, the amount owed was $1,000 more than the amount the vehicle was sold for.  This is because the customer only submitted a down payment of $1,100, which didn't cover the total cost 0f the sales tax, licensing and the service contract.If Ms. [redacted] was unhappy with the purchase price as compared to the value of the vehicle, this should have been addressed and negotiated at the time of purchase.  We are unwilling to renegotiate the terms of this sale 3 years after it was agreed upon.We would still like to work with this customer to handle any mechanical issues she is experiencing.  Since the 24 month / 24,000 mile service agreement has expired we would like to reiterate that we can still repair her vehicle under our preferred pricing plan.

One of the staff members of the finance company reached out to Ms. [redacted] and worked out an arrangement for her to get back into the vehicle she purchased on 11/28.  We understand that our "no late payment" policy is more rigorous than most finance companies.  It is...

part of our program to help clients build or rebuild credit.  On time payments on an installment contract is one of the factors that can increase one's credit score.  We apologize for any confusion that there might have been in communicating this.

I had a car accident. J.D Byrider took care of me, upgraded me to a much better car and same payments. Billy has excellent customer service. Thank you!

They have not confirmed they would give me the vehicle back, I have to provide and itinerary and they "MAY" let me get back into the vehicle.  They did not say that if I can show I was out of town and make the payment they would definitely let me have the vehicle back.

My service was great. Zully and Billy really worked with me on driving away with a pickup. I am forever grateful for their efforts in providing GREAT customer service.

I was sold a lemon and forced into a insane contract with a high monthly payment and no regard given to me when asked for understanding.I thought this company was great, what other company would give me a car for $200 and defer the rest of my down payment and allow me to make payments on it. I received my car with no oil or coolant in it. I took it back the next day and the issue was fixed. Not even one month after I had to have the valve cover gasket replaced. Now granted this was covered under a warranty but if the company goes through such a great inspection process these things shouldn't happen. My next issue is they are targeting and preying on people in bad financial and credit situations. My car had just broke down on me and I was going to lose my job if I didn't get a car quickly. Including finance charges I would be paying over $17k for a[redacted] that according to [redacted] is worth $3,500. If this wasn't enough I lost my job two weeks after I got the car. I informed my account representative and she agree to set up a arrangement for me after knowing that I would be receiving unemployment benefits. I keep the arrangements and paid altogether $1200 down for the car. December would be the first month of regular payment of $384 and it was late because I was now getting paid biweekly and originally my payments were set up for monthly because that was how I previously got paid. My account representative was fine with it and assured me that they wanted to help and it would not be a issue. Now January comes and let [redacted] know that I am having issues with the car and it is too much and every time I take the car to service they tell me nothing is wrong with it and something needs to be done about this before I make another payment. After I withhold my payment for five days they send a repo agent to take my car. I call to attempt to remedy the situation and offer to pay the balance due and they refuse to give me the car back. Desired SettlementThe settlement I want is to be refunded my down payment of $1200 and to be relived of my contractual obligation because [redacted] forced me to breech my contract by not properly inspecting this vehicle and not properly honoring the warranty. My livelihood has been put in jeopardy and the refusal of my payment has showed me that the intent of [redacted] was to get me into a contract that could not be completed, it was only after my down payment was paid that these strict standards where enforced.Business Response In the case of [redacted], we have reviewed this matter with the full cooperation of the J.D. Byrider franchise in question. Mr. [redacted] was upset regarding his account/vehicle. Since filing the complaint, the J.D. Byrider/CNAC franchise and Mr. [redacted] have come to an agreeable resolution.Mr. [redacted] purchased a [redacted] on September 3, 2014 from the J.D. Byrider franchise located in Raleigh, NC. Account notes indicate that Mr. [redacted] visited the J.D. Byrider franchise on January 10, 2015 to discuss his account. Following the meeting, Mr. [redacted] redeemed his vehicle and his account is currently in good standing. The J.D. Byrider/CNAC franchise would like to apologize to Mr. [redacted] for any inconvenience that he may have experienced, and was happy to assist him.J.D. Byrider strives to achieve the satisfaction of each and every customer. The J.D. Byrider/CNAC franchise was sorry to learn of Mr. [redacted]'s dissatisfaction as expressed in his complaint to your office. The J.D. Byrider/CNAC franchise will continue to accommodate Mr. [redacted] to the best of their abilities, and hopes to move forward amicably in their relationship with him.Thanks,J.D. Byrider/CNAC Customer Service

I make my car payment on time every month and still get several contacts from the agency to contact them even though I am paying on time.I get several ongoing contacts by email and phone even though I have paid on time every month since November. It should not be necessary since I am paying ontime. I am treated by email and phone as if I were delinquent and I am not.Desired Settlementstop harassing me with all the phone calls and emails. I am paying ontime.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]It is our practice to remind customers of their payments on the day they are due. Many customers find this to be a helpful reminder. A customer only needs to ask for us to stop making reminder contacts and we will honor their request. The notes on this customer's account do not indicate that he has requested for us to cease. We will now notate his account to prevent future reminder contacts. We appreciate this customer's business and encourage him to contact us anytime he has a question or an issue.Consumer Response thank you. I will continue to make my payments on timeFinal Business Response You are welcome and we appreciate your business.

Problems with car from Day one of purchase.Radio,tires,Brakes,Lights,oilI purchase car around 8/8/15 1600 down and 1000 off price because the hubcaps were defective. Drove home and heard knocking in tires and brakes, squeaking and the back turning signal was out and air pressure was off on all tire. I had to have tires balance and oil changed and light replaced. Call and was told to bring car back on 8/25 Having to miss work and wait that long for a service call for a new purchase of a used car .The tire are 2 different types Took car to service department 8/25 to be told that they check it but nothing they can do about it not happy with the service the sales the lies the unprofessionalism. Was told by [redacted] sales manager and [redacted] sales person that things would be check and taken care of .none of this happen or was addressed. Will not refer or do business again with them.Desired Settlementreplace tires to have all 4 tires the same .front alignment ,brakes check and bill adjustment of one month free on monthly payment due to inconvenience. Have manager look over to make sure things are done . Business Response We have an appointment for the customer to bring the car into the service department on Thursday September 3rd. I am hopeful that any issues can be resolved on that date. I will update the Revdex.com at that timeConsumer Response I hadn't received the free month for inconvenience . I missed hours of work . I will have to miss hours again from work to bring in a car that's I paying 400 a month , plus put down 1600 dollars how can I pay for a car if I missing work ? This car purchase @ 13000 not full just est amount . That wasn't Checked out before I took it off lot . Once everything is done satisfactory I will say it's resolved . But until then it's unacceptable Final Consumer Response I didn't receive tires, no front alignment , or one month . So once this take care of I be satisfied . Final Business Response I am concerned and surprised that this customer is not satisfied. I personally spoke to her on thursday and discussed all of the issues outlined below. She was in the service department on Thursday. Despite already inspecting her brakes, tires and transmission and confirming the prior week that they were safe and reliable we gave her a ride to work on Thursday so she would not have to wait for us to inspect the car again. We re-inspected the tires and CONFIRMED that all 4 tires were well above the state inspection tread depth and were also above our more stringent standard. The only thing "wrong" with the tires was that the prior owner had replaced 2 tires with a different brand tire. The back had [redacted] tires and the front had [redacted] tires. Despite this being completely normal, We had pre-ordered a pair of tires to match but we guessed wrong on the brand. On thursday when her car arrived and we saw the brand, we ordered matching [redacted] tires but since they had to be special ordered they did not come in until the next day. We told her to stop by anytime and we will put them on her car in 30 minutes. After completing her repairs (outlined below) we delivered the car back to her at work.Here are the other items that she was concerned about:1. Brakes: We found they were operating completely properly and had substantial pad and shoe life left. To satisfy the customer we disassembled the brakes and inspected their wear surfaces. There was some NORMAL but noticeable wear in the rear shoes and drums so we replaced them for no charge. We also machined the front rotors and cleaned the pads.2. Taillight out, Oil change: The customer had the "change oil" light come on the day after she bought the car. She ran over to [redacted] and (because of our partnership with [redacted]) paid $5 for an oil change. They also replaced her taillight bulb for $5. We actually HAD changed the oil before we offered the car for sale and we did an inspection where we check all the lights. The bulb must have burned out at some point after the inspection. As for the oil change, the car has [redacted]s oil life system and it uses a computer algorithm to determine when its time for an oil change. The cars' computer simply did not know that the oil had been changed. Had she asked we could have given her an oil change receipt and reset the light for free. We also would not have charged her for the bulb.3. Transmission: We had our top [redacted] technician drive her car (he is ASE certified) and our service manager and our regional service director have driven it. We have also scanned it with a ** TEch II scanner and there are no signs that the transmission has a problem. On top of that her car came with a 3 year 36,000 mile warranty on her car and if her transmission does fail in the warranty period we will have it rebuilt or replaced for a deductible of $25.4. Radio: The radio has a powered antenna and the connection to the antenna was loose. The radio only picked up a few of the strongest stations. We genuinely missed this in our inspection but we repaired it on thursday.5. Front suspension makes a noise over speed bumps: These are normal noises. We have inspected (once during our inspection and twice per her request) the following: Sway bar links, Ball Joints, Strut Bushings and all the other components of the suspension. Everything is working as it should.6. Hub caps were "defective": Apparently the hub caps that were on the car at the time of sale were scratched or damaged. The customer replaced them purely for cosmetic reasons and the sales department had given her a discount to offset her dissatisfaction with the ones that were on the car.7. Alignment: She wants us to have her car aligned. We do not own an alignment rack but after we replace her tires we would be happy to arrange an alignment at a discounted rate at one of our service partners. We have done the following to resolve her issues:Paid $150 towards her payments for her trouble (this was paid on September 4th)Paid $10 towards her payments for the money she spent at [redacted] (this was paid today Sept 7th)Replaced the rear brakes for freeResurfaced the front rotors for freeFixed the radio problemSpecial ordered her 2 matching [redacted] tires for free (that we will also install for free)Shuttled her to work and brought the car back to her so she would not miss any more time.We appreciate her business and feel that we have responded appropriately to her concerns. We will be there to service her car during her warranty period and beyond. We would like to remind her that our service department (for our customers only) charges only $25 for diagnostics and we only charge $45/hour for labor. Much of her vehicle is covered by her limited warranty and her deductible for covered repairs is only $25. If there are non-covered parts in any repair we will not mark them up. That is our policy for all service customers.

Had a payment refused and car was repo'd when I tried paying on Friday of last week.Starting with this I live about 45 mins from the location I purchased the car. I was told the day I went that I was approved for 700 down. When I got there that number went up to 2100 with 1000 down and a payment plan for 550 on 9/1/15 and 10/1/15 of which were both on time and before I could make the first payment of 550 the alternator and battery both went dead and paid out of pocket because after reading reviews and have known people have missed work because of the slow service department. I put 126.63 on an alternator 218 on a battery and 125.00 to install the alternator 469 dollars. They still harassed me for the 550 but I emailed them my receipts and instead of them deducting 469 they only took off what they would have paid for the repairs. I explained to them that my payment would have been on time if the car was in working order. If there were any late payments they were made on date promised. We get to December's payment. I Lost my Debit card and cancelled it and froze my until I got my new card in the mail. Even went told them that I would try and borrow the money and she said ok. On Monday December 7th Called and stated that I couldnt borrow the money from anyone because of the holiday season. Was that wasnt her problem and I told CNAC that I would make my Payment on Friday December 11, 2015 and that payment was refused on the morning I called and the account manager stated that she needed documentation as to why it was late. My car was repo'd on December 16, 2015. That is completely unacceptable now I have to miss work. In the state of North Carolina its against the law to refuse a payment as long as it is more than 25% of monthly payment.Desired SettlementIt may be a stretch but I would like at least my money back that I put into the car as well as half of my down payment in return. I would also like to have my contract terminated, and I do not want to be held responsible for the Repo fee.Business Response In the case of [redacted], we have reviewed this matter with the full cooperation of the J.D. Byrider/CNAC franchise in question. Mr. [redacted] is upset regarding his account. As a result, he would like to have his contract cancelled and received a refund.Mr. [redacted] purchased a 2007 Mitsubishi Galant on August 1, 2015 from the J.D. Byrider franchise located in Raleigh, NC. Records indicate that shortly after purchasing, Mr. [redacted] fell behind on his contractually obligated monthly payments. CNAC then contacted Mr. [redacted] to discuss his account. Mr. [redacted] was asked to provide proof of why his payments were continually delinquent, however, he refused to supply this information. After unsuccessfully attempting to bring the account current with Mr. [redacted] and with no definitive payment arrangements, CNAC deemed the vehicle eligible for repossession. Contrary to Mr. [redacted]'s original complaint, CNAC had the right to refuse payment as his account was in default status. J.D. Byrider strives to achieve the satisfaction of each and every customer. The J.D. Byrider/CNAC franchise was sorry to learn of Mr. [redacted]'s dissatisfaction as expressed in his complaint to your office. At this time, the J.D. Byrider/CNAC franchise is willing to offer Mr. [redacted] a mutual release. Once executed, the agreement would release both parties from any further claims related to the transaction. No refund will be forthcoming, however, Mr. [redacted] would be released his contract and any future contractual obligations. If Mr. [redacted] has any questions or concerns regarding the mutual release, it is recommended that he contact CNAC management directly at [redacted].Thanks,J.D. Byrider/CNAC Customer ServiceConsumer Response yes shortly after I purchased the car I had problems in regards to having to put an alternator and Battery on the car so yes my payment was late because of the reimbursement of repairs of which was $100 dollars less than what I paid to fix the issue. We worked pass that and still conducted business with making payments. When my payment of $387 was late I stressed to them that I would pay on December 11th but my account manager was not in the office and my payment couldn't be accepted until I spoke with her. Even when I spoke with Acct. Manager to make full payment she still wanted documentation of which I was waiting for it to arrive in the mail. The car was repo'd before I could bring in those documents. The payments couldn't be changed to accommodate a bi-weekly pay schedule so that caused some sort of delay. The fact remains that I tried calling to make payment 5 days prior to repossession of the vehicle and for that fact I would like my requests to be granted. Final Business Response Account notes indicate that Mr. [redacted]'s alternator and battery are covered under his warranty, but he did not bring it in for a service appointment. Despite this fact, the J.D. Byrider franchise did reimburse him an amount equal to the internal repair cost. Those funds ($227.64) were applied to his account and comprised part of his payment that was paid on October 23, 2015. Mr. [redacted] made one full payment (9/1/15) on time. His second payment was paid as a partial payment 22 Days late on October 23, 2015. His third payment was paid on the correct date (11/1/15), but was short paid due to the remaining balance of $172 on his prior payment. And the remainder of the 3rd payment was paid 13 days late. CNAC reiterated to him, at that time, that we had a strict on-time payment policy.When his fourth payment went unpaid on December 1, 2015, CNAC tried to reach Mr. [redacted] for three days after which an email was received from him stating that he had a problem with his debit card and that he could not pay until the following Friday. CNAC reached him on December 4, 2015 and told him that that they could not accept those arrangements, at which time he said he would try to borrow the funds. CNAC did not hear from him that evening (12/4) and reached out to him again the next day (12/5), but he did not return the calls. Since the account had seen only 1 on-time payment out of the first four, CNAC was seriously concerned about the collectability of this account. The account was reviewed and approved for repossession on December 7, 2015.Furthermore, management decided that if CNAC were to continue with this relationship, they needed further information to validate his late payment explanation regarding his lost debit card. It is CNAC policy that late payments in the early account stages need to be accompanied by proof of delinquency. CNAC received an email from Mr. [redacted] on December 7, 2015 reiterating that he could not pay until Friday (12/11/15). CNAC called to discuss this with Mr. [redacted], but he did not return the call. The vehicle was assigned to a repo agent on December 8, 2015. CNAC tried to reach Mr. [redacted] on 12/8, 12/9 and 12/10 but none of the calls were returned.On the morning of December 11, 2015 the portfolio manager placed a note on the account that she needed to speak personally with Mr. [redacted]. Furthermore, it is CNAC policy that the cashier cannot take pate payments unless specifically instructed to do so by a portfolio manager. Mr. [redacted] called and spoke to the cashier on December 11, 2015 in an attempt to make a payment. She informed him that he would need to speak to his portfolio manager. She attempted to get a good contact number, but he terminated the call.Shortly thereafter, CNAC tried to reach out to Mr. [redacted] and explain the situation further (and the need for more documentation). CNAC got him on the phone, but Mr. [redacted] stated that he was at work and was unable to talk. He told the portfolio manager that he would call her back. The portfolio manager never received a call back from Mr. [redacted]. In fact, CNAC tried to contact him via telephone on 12/12, 12/14, and 12/15. CNAC never received returned calls on those days either. The vehicle was repossessed on the morning of December 16, 2015.This vehicle was repossessed because of repeated late payments and a lack of communication on the part of Mr. [redacted]. CNAC closely followed all company policies. This is an unfortunate situation for Mr. [redacted] as well as for the J.D. Byrider/CNAC franchise, as a repossessed vehicle hurts both parties. CNAC does not desire to harm Mr. [redacted]'s credit report and with a mutual release, CNAC is offering for him to have some closure with this issue in a way that will allow him to be absolved of any legal responsibility for the remaining balance of his account. As a result, in this circumstance, CNAC has offered Mr. [redacted] a mutual release. If Mr. [redacted] has any questions or concerns regarding the mutual release, it is recommended that he contact [redacted] directly at [redacted].Thanks,J.D. Byrider/CNAC Customer Service

I have purchase a car from Jdbyrider (scam artist) I purchase back in August 2015 it's 2010 (piece junk lemon) hhr. I have take this car back several time for different things , brakes , tires, leaking , this is a 14,000 dollar car . That I have to have for 3 years with payments plus insurance totaling almost 500 . I see commercial from local dealers with new cars don't total that for monthly payment as well as for the amount of the be vehicle .I receive several lies from service dept stating they replaced , tired ,and brakes , and rotors . But yet I have to consistently miss work to run back and forth to New Bern Ave location in Raleigh NC. From the sales dept to the finance copy [redacted] . It's a terrible rip off . Which target low income bad credit people of color . I have several document which show conflicting findings I the vehicle . One being the replace it resurface of rotors and brakes . I barely drive this car . So if they replaced those parts , why is it grinding squealing . And service tech tells me that the brakes are 40% worn in front and 5% in back worn. I have driven about or put about 1500 miles since Aug 2015 how could the brakes wear down if haven been replaced to 40% . Unacceptable . Technician tells me that how it should sound . Would let your family drive a vehicle with brakes grinding and squeaking . Unacceptable the professionalism that this company represent . Jdbyrider supposedly started this company to help people that was I his situation bad credit and not much money . Well that is a lie . Everything you make appointment to address this is 2 to 3 weeks to get in . The car leaks told them that nothing , told radio and lights like electrical nothing done I tired and drained . To have unsatisfactory service all around in this company . I will continue to speak out against this companies bad and unacceptable business practice . [redacted] is a con ,a unconcern individual he represent the company well with his unacceptable ,unprofessional . It shows that having to wait that long for appointment and still have this issue not resolved . Managerial position over the dept . His leadership is terrible ,the technicians do and follow what unsatisfactory behavior he exhibits . A lot things going on in world and in our country . We don't need a company who to gave your trust to cut your legs from under you . To put you back in bad credit bracket. They so lied to help keep your out of that situation . I have health issues thus making things worse . Unsatisfied, depress , stress, gave my hard earn money as down payment , truck, mistreated customer [redacted] only thing this company dealership has done is cause stress and more health problems for me .Desired SettlementRepair and get it done correctly . Be professional and complete job . I want corporate manager over that location to review and resolve this issue the manage the [redacted] isn't doing it making sure the job is done right and correctly . [redacted] really isn't concerned with this vehicle being repaired correctly in Timely manner I keep having to go back and forth wasting my valueable time .Business Response Contact Name and Title:[redacted]Contact Phone:[redacted]Contact Email: [redacted]As with every customer we want this consumer to be completely satisfied with her ownership experience. As a point of note all of our customers get telephone surveys and we are proud that over 90% say they had a positive experience in our service department. We are, however, sorry to learn that this particular customer is not satisfiedIn this case we reconditioned the customers' [redacted] HHR in Early August 2015 and offered it for sale shortly thereafter. She bought the vehicle a few days later on 8/8/2015. As is our practice, prior to offering it for sale, we inspected her brakes (along with our normal comprehensive checklist) and estimated that there was still substantial brake life left. We define substantial life as over 50% brake part life. After purchasing the vehicle the customer communicated that she was dissatisfied with some issues with her vehicle:1. The brakes were noisy and she thought they did not feel right2. The radio would only pick up some stations3. A taillight was burned out4. She felt the transmission was taking too long to shift5. The brand name on the front tires was different from the rear tiresDuring 3 separate visits to our service department we performed the following services (by an [redacted] certified technician who formerly worked at a [redacted] dealership) free of charge:1. We replaced the rear brakes with new shoes and drums.2. We resurfaced the existing front brake rotors and pads.3. We ran a computer diagnostic on her transmission with a [redacted] II scanner and found no codes stored in her computer for any long shift or other transmission issue.4. We replaced a taillight bulb.5. We replaced 2 tires with a brand matching the other 2 tires despite the fact that all 4 tires had substantial tread life left. We had to special order the tires because they were not carried by our normal supplier.6. We found a loose connection in her radio antenna wire and we re-secured the connection.Those repairs were all completed by 9/9/2015. As of that date she had put 3,182 miles on the vehicle.She brought the vehicle back in to us on 12/15/2015. She was again concerned about the brakes. We re-inspected the brakes and estimated there was 95% life left in the rear (the parts we had replaced) and 60% life left in the front (the parts we had resurfaced). We cannot find any issues related to the function of the brakes. If she, however, would like to replace the front brake pads and rotors we do not mark up our parts and we only charge $45 per hour for labor. She has put 2,583 miles on it since the service on 9/9/2015.We are not aware of any other issues with her vehicle. If she would like to set an appointment to replace her front brake pads and rotors she is welcome to do so by calling our service department at[redacted] option 3

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Description: Used Car Dealerships

Address: 4614 North Street, Jamesville, New York, United States, 13078

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www.imperialfamilyauto.com

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