JD ByRider

From: CustomerService MailDate: Tue, Jan 5, at 11:AMSubject: PA Revdex.com - ***, *** - *** - ResponseTo: *** *** Cc: CustomerService Mail *** *** - Please find
enclosed the response for *** *** If you have any questions feel free to email me or call me directly at ###-###-#### Thanks,Chris K***J.DByrider SystemsIn the case of *** ***, we have reviewed this matter with the full cooperation of the J.DByrider/CNAC franchise in question. *** was upset regarding her account. Please note that since filing the complaint, this matter has been resolved. *** purchased a *** *** on September 2, from the J.DByrider franchise located in Wilkes-Barre, PA. Per management, there were clerical errors made regarding ***’s previous payments. Those issues have been rectified and ***’s account is current. CNAC would like to apologize to *** for any inconvenience that she may have experienced. J.DByrider strives to achieve the satisfaction of each and every customer. The J.DByrider/CNAC franchise was sorry to learn of ***’s dissatisfaction as expressed in her complaint to your office. The J.DByrider/CNAC franchise will continue to accommodate *** to the best of their abilities, and hopes to move forward amicably in their relationship with her.Proprietary & Confidential. All rights reserved. This information is internal to J.DByrider Systems and is not to be disclosed or used without prior written approval

We received the complaint and the reply to our response for complaint ID
#***. Unfortunately, a refund of the purchase, along with the other fees is not a
possibility. We believe the vehicle very
likely has an engine issue at this time. After our review of the initial inspection at the time of sale, and the
remainder of the documents for other services performed by our locations, we
cannot find any evidence that the engine was bad when the vehicle was
sold. The vehicle did run rough At the
time of our initial inspection, but that was rectified before we sold the
vehicle, and we believe the current issue, and that one to be two separate
issues, as they occurred on two different cylinders in the engineWe have tried to contact the customer to get the vehicle in to verify the
condition and the current mileage, in order to move forward. The customer has not returned phone calls to
set up an appointment to do that. Again, we offer to replace the engine, if we verify the same findings as the
customer has received from other repair shops. The vehicle has not been to one of our locations for any service work
for a very long time, and much can happen with time an miles being added to the
vehicleWe understand the customer feels it was a pre-existing condition, but
it very well could have been unrelated to any prior running concernsWe are
still willing to offer our services to replace the engine and get the car in
good working order by honoring our warranty. Please feel free to contact our office with any further questions or
concerns regarding this complaint. I
would happy to assist you in any way possible

Please see attached response to this complaint.Thank you,*** ***

Revdex.com:We first met with Jason who was amazing and the main reason we decided to choose this establishment because he was extremely caring and friendlyHe even was on shock by Samanthas behavior when we approached him outside after not going thru with our application and telling Samantha we wanted our application cancelled due to her behaviorOur application was NEVER ran to be declined as this company wrote! Matter of fact if our application was supposovely denied which it never would have been so that in itself if a lie, then why did Jason apologize for the way she treated us and told us to come back and finish the application process the following day because she wouldn't be there? If my application was processed, it was done illegally as I had left before the process even started! I will not let this company slander my reputation as an upset customer who was just upset they were declined when that is farthest from the truth! After meeting with Jason for an hour he said he would pass our paperwork over to Samantha who would start the application process and he went outside, not even minutes later she approached us didn't say hi looked at me and said do you have your I'D? I replied no, but Jason was aware of this and said it was okShe replied with an absolute attitude well we aren't able to go forward with the application process your gunna have to come backWhen I told her Jason was aware of the fact my ID was bot with me she said well I doubt that and she would process my application with it while she chuckled and rolled her eyes the entire timeTHAT is why we left and asked her to cancel our application which she then said she never started to begin with so she couldn't cancel itI did find my ID in my vehicle while Jason was talking to my husband about coming back the following day when she wasn't there but by then the way we were treated was appalling and I'd never give them business because of herHaving said that how did my application get denied exactly as previously stated by this company? As stated by the employee that made this an issue she couldn't go thru with the application process because my ID wasn't with me and she couldn't cancel my application because it was never ranI'd love the explanation in regards to their previous statement that I was an angry declined customer! To be very clear WE left because if the horrible customer service Samantha displayed that day not because we were declinedWe were happy to deal with a dealership who appreciated our business hours later that day and got us into a reliable vehicle without being unprofessional and snarkyI still want to know what happened to my original documents she kept as that highly illegal as wellWhen the police officer came back outside to talk to us he told us she cleared her desk and had our documents in a locked cabinet and denied having our original documents which he himself said was probably her giving him a bs story but he could not do anything to retrieve themThis employee has numerous complaints against her as I have made copies of the complaints against her yet they still have her there as an employee which is a shameInstead of making up a story to make your company look good apologizing and correcting the issue would be the tight way to go about this as I was unfairly treated and you lost my business to anothher dealership because of it.
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Brianne ***

From: CustomerService Mail">Date: Tue, Jan 5, at 11:AMSubject: PA Revdex.com - ***, *** - *** - ResponseTo: *** *** Cc: CustomerService Mail
*** *** - Please find enclosed the response for *** *** If you have any questions feel free to email me or call me directly at ###-###-####
Thanks,
Chris K***
J.DByrider Systems
In the case of *** ***, we have reviewed this matter with the full cooperation of the J.DByrider/CNAC franchise in question. *** was upset regarding her account. Please note that since filing the complaint, this matter has been resolved
*** purchased a *** *** on September 2, from the J.DByrider franchise located in Wilkes-Barre, PA. Per management, there were clerical errors made regarding ***’s previous payments. Those issues have been rectified and ***’s account is current. CNAC would like to apologize to *** for any inconvenience that she may have experienced.
J.DByrider strives to achieve the satisfaction of each and every customer. The J.DByrider/CNAC franchise was sorry to learn of ***’s dissatisfaction as expressed in her complaint to your office. The J.DByrider/CNAC franchise will continue to accommodate *** to the best of their abilities, and hopes to move forward amicably in their relationship with herProprietary & Confidential. All rights reserved. This information is internal to J.DByrider Systems and is not to be disclosed or used without prior written approval

I have
reviewed the response for complaint #***.
JD Byrider has a pricing model is consistent within the subprime retail
auto sales industry, the purchase price was agreed to on July 30th,
when Evelyn *** and Stephen *** signed the Retail Installment Contract
If repairs
are needed we are willing to assist with expediting any repairs and
asking the store’s General Manager to personally test drive the vehicle with
Mror Mrs*** to make sure all areas of concern are looked atAbove
is our last response to this complaint that we have responded to a couple of
timesSince our last response, JD Byrider Service does not have any
documentation or record of any attempt to address any service concerns for the
vehicleAlso, we offered to expedite any repairs and provide the General
Manager test drive the vehicle to ensure we’re doing everything possible to
address concerns with the vehicle, but no action has been taken by Mror Mrs
***JD Byrider/CNAC will still offer the same courtesy to Mror Mrs
*** as stated belowJD Byrider service department can’t be expected to
repair a vehicle to proper standards without access to diagnose what is wrong
with the vehicleOur service records also show that the vehicle has been in
one time in the past six months, so we do ask if there are concerns with the
functionality of the vehicle to schedule an appointmentI believe all concerns
regarding the cost of the vehicle at the point of sale and the value of the
vehicle has been addressed a couple times now and JD Byrider certainly follows
all state statutes with their pricingOur main goal is to make sure our
customers advance within our program and leave in a better situation than when
they came to us, so we hope they offer JD Byrider service the opportunity to
address any mechanical issues with the vehicleOur Resolution:CNAC/JD
Byrider is unable to cancel, or rescind this contractWe would be happy to
still attempt to expedite any repairs needed whether covered under warranty or
notPlease
feel free to contact our office with any further questions or concerns
regarding this complaint. I would be
happy to assist you in any way possible

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I disagree/reject with what they have come up with cause I have tried several times to switch my car payment date and they won't do it also while my car was under warranty they wouldn't do anything with the car the car wouldn't run for three months they said not there problem so I had to find someone to fix that now the hub assembly keep going out this is my fifth this changing them I have call them about it they say well your warranty is up but you can bring it in and will have to pay us to fix it no this is a on going thing with this car they can knock some money off of what I owe or figure out something else and they are still rude as heck they harass me every day so my payments are always going to be late cause they won't switch and my car still has issues and really isn't safe to have my children in the car but as long as they get there money and got you suckered into a vehicle they are happy so they can either get me something different or they can knock off my loan
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Ok I did ask for a review and apology, I have not gotten thoseI got excusesIf you reviewed my records than someone at the lot deleted the copies of our pay stubs and W-2'sSo I have not gotten what I asked for An apology is a call that says that your sorry that I was treated so unfairly.As far as being vulgar, well when someone tells you to get housing help or food stamps then it will make you made, which I apoligised for before ending the conversationAs far as the budget they say that have, that was given to me by whoever I talked to thereDid your staff also tell me that they never called me back that day or the next day and that I had to call them and get transferred times before I was told anything? As as far as litight ion, well that wasn't ment as a threatIf you took it as that then I am sorryI found about other people that had the same thing happen to them at that lotAll of us didn't have the budget, and when asked our income proof somehow vanished from our filesI don't apreciate being treated like dirt because I have a job and pay all of my own billsBeing told that being on welfare would help me just made me angry, hopefully you can understand my point on thisI have been turned down for a loan before, I just do not be lied to and people trying to manipulate meIf you would like to discuss this please call me, you told me to call you, but never left your contact inforCall me at *** ** ***
Regards,*** *** **

In the case of Christopher ***, we have reviewed this matter with the full cooperation of the J.DByrider/CNAC franchise in question. Mr*** is upset regarding his vehicle. As a result, he is requesting a refundMr*** purchased a Ford Five Hundred on April 3, from
the J.DByrider franchise located in Wausau, WI. The vehicle is covered by a 36 month or 36,mile limited warranty which mainly covers the major components of the power trainWhile the J.DByrider franchise understands that dealing with any mechanical issue can be frustrating, a used automobile, like any mechanical device that is subject to wear and tear, will require regular maintenance and repairs to ensure its continued use. Account notes indicate that the vehicle is currently in the service center. J.D. Byrider strives to achieve the satisfaction of every customerThe J.D. Byrider/CNAC franchise was sorry to learn of Mr***’ dissatisfaction as expressed in his complaint to your office. Nevertheless, they are unable to adhere to his requested resolution. Management would like to apologize to Mr*** for any inconvenience, however, he should be aware that the service center is working diligently to repair his vehicle. The J.DByrider franchise will continue to stand behind their limited warranty, and is committed to ensuring that Mr*** has safetransportation. Thanks,J.DByrider/CNAC Customer Service

Dear Ms***, I have completed a full review of complaint #***The Chevrolet
Cobalt Mr*** purchased on September 10th, that came with
a year 36,warranty that may still be active depending on the mileage
placed on the vehicle since the purchase dateJD Byrider does
provide all
customer this warranty plan for peace of mind when purchasing a higher mileage
late model vehicleAny outstanding service issues with the Chevrolet
Cobalt would certainly be available to be serviced by contacting the JD Byrider
Mr*** purchased his Chevrolet Cobalt fromWe would be happy to
assist with resolving any outstanding service related issues for Mr***Regarding the concern of the sale price Mr*** agreed to a finance
amount of 6,660.14, amount finance of 12,434.86, and sale price including down
payment of 19,when he signed the retail installment contract on
September 10th, JD Byrider’s pricing model is consistent
withe buy here pay here industryCNAC does not see any violation of WI
state statutes that would require CNAC to provide a refund to Mr***CNAC would be happy to try to resolve this matter amicably with Mr
***Please have Ms*** contact Mike *** at ###-###-####, so I could
assist further with any further concernsPlease feel free to contact our office with any further questions or
concerns regarding this complaint. I
would be happy to assist you in any way possible

Good Afternoon,I understand that vehicle repossession is a stressful and upsetting event for the consumer, however the details provided in the complaint are not accurate.  First, I would like to take a second to say that vehicle repossession is always a last resort for our company as it is not...

financially helpful for our organization, so while I understand the frustration expressed by Mr. [redacted] I can assure you that the situation is equally frustrating for our company.The vehicle was placed with a repossession on 2/14/17, at the time the account was not paid as agreed.  I will not disclose the particulars of the aging in a public forum, but it is an important part of this complaint as the consumer states a different purpose for the repossession.  A payment was made on 2/15/17 but this amount did not bring the account to a current status.   There was a lapse in insurance coverage noted, however that is not the reason we repossessed the vehicle.  The account was reported repossessed on 2/16/17.  Prior to any repossession in the State of Wisconsin a notice called Right to Cure must be sent to the customer with an expiration date.  These notices are sent via certified mail and all receipts (showing date sent) are maintained in the customer file.  The expiration date required by law is based on the date sent NOT the date received by the customer (as often reliable contact with the customer is a major issue in the collection process).  The correct documentation is in place, I personally verified the dates and process after reading this complaint.  Our organization is compliant with all state laws regarding this, and all other matters.The last claim of the complaint is centered around the act of the repossession.  The account was placed with a third party agent who is licensed and bonded in Wisconsin to conduct vehicle repossessions.  This agent has an executed Hold Harmless Agreement, meaning that any issue with the way the repossession is carried out is the sole responsibility of the agent.  This agreement would include any property damage, vehicle damage, cataloging and maintaining consumer personal property, and any infractions regarding laws and ordinances.   We use reputable repossession agents for our accounts.  Any complaints regarding the execution of the physical repossession should be directed to the repossession agent.Thank you for sharing the feedback and inquiry, if you need any additional information, please do not hesitate to reach out.

Revdex.com:
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.
 
Regards,
[redacted]
 
 I've never taken my vehicle to J.D Byrider for an oil change. I did call and schedule an appointment but did not go to that appointment because the wait for an oil change was too long.  It can take weeks to get in for a 9.95 cent oil change. So to say that I paid for an oil change there is one thing but to determine how many miles I have on my car or how many miles I drive a month when it hasn't been to your service station is another. Whoever made this statement is being untruthful. I do have a big problem with a car having almost 120,000 miles on it  and being sold for 15,000 dollars after being charged a very high interest rate. I do feel like JD Byrider preys on people who have no other realistic way to go when it comes to getting a vehicle and the only response that the reps for JD Byrider has is that they don't advertise to be the cheapest route to go. There are many other car dealerships who don't advertise being the cheapest way to go either but they are at least halfway fair or decent with the pricing on their vehicles. When I took may car to another dealership and they found out what I had already paid into the car and how much I had left to pay they were shocked. Even at my bank the financial officer said that this company (JD Byrider)  is not right and she would never send anyone to JD Byrider. Neither will I. There are many negative reviews on JD Byrider about how they do people. JD Byrider does not have to honor anything as far as my "outstanding balance" goes. I've already paid 10,000 dollars into a vehicle that is only valued at around 4000 dollars and I still have 5500 more dollars to pay on it. Now thats an outstanding price to pay for this particular vehicle if you ask me. I've made every payment on time for the last almost 2 years but I will be starting a petition about this issue. There have been lawsuits and numerous complaints against this company. They cannot continue to keep growing as a business at the expense of people who are trying their best but getting taken advantage of by JD Byrider.

We have reviewed the customer statement and we understand that there was a perceived delay on the customer end.  I want to take a moment to explain the cause for the time required to resolve the matter with the State of Missouri.  In order for our business to send a title for a vehicle to any organization, state agency or otherwise, we must receive a formal request directly from the requesting agency.  In this case I believe the State of Missouri told the customer to get the title sent to them for registration change to be completed, and the customer contacted our company to request the title be sent.  I can understand the frustration of the customer in having the timeline extended, however the issue seems to stem from a miscommunication regarding the direct request for the tile.  We did receive the communication from the State of Missouri requesting the title in early October and complied with the request within 48 hours of receiving the official documentation.  In addition, the customer had the Janesville Police Department dispatched to inquire about the title, the  officer was welcomed and provided a full update on the situation finding absolutely no negligent practices regarding this matter.  I am sure everyone is aware of how critical the possession of title is in the automotive industry, and we have a very strict process in order to protect the interests of the company and the customers who have titles maintained in our offices.If there any additional questions the customer is always welcome to contact our office directly at [redacted] we are always happy to assist. Thank you Wade [redacted]Vice President of Sales

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]the reason why it has been 2 times in the shop and not the 5 is because I was told that the other two are not covered under warranty. so I had to pay for the part and repair my self. and what about the car that went up in flames that I also took to them for repair and nothing got done about that

I had contact with Miss [redacted] today and am in the process of providing her refund.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Christopher [redacted]

Good Morning As always, we are happy to have the opportunity to share more information around concerns brought to your organization.  We pride ourselves on being transparent in our operation and, also for our consistently high rating with the Revdex.com. There are a few concerns...

that I have with the statement you received regarding this situation.  The first is in the desired outcome section of the communication.  The customer references that she was sold a lemon.  I want to be sure that we clarify that specific statement first.  The Lemon Law only applies to the sale of new cars, this is a used car purchase that term does not apply, and that type of insinuation provides a false negative portrayal of our business.  As with any used vehicle purchase, mechanical issues may arise after purchase.  This is why our organization is proud to offer the 24 month/24,000 mile warranty with each used car purchased from J.D. Byrider.  I understand the frustration associated with a perceived issue with the transmission.  Our service team not only did research on the issue with our tools and resources, but also contacted Ford directly and was given the information that the transmission behavior described by the customer is within their expected performance guidelines.  This conversation with Ford happened prior to the sale of the vehicle to Ms. [redacted] during the 92 point inspection of the vehicle.  Ms. [redacted] was not happy with the vehicle and exercised her right to return the vehicle on 1/10/17.  The State of Wisconsin requires all vehicles be held for 15 days to provide a window of time for customer redemption.  That window expired on 1/25/18.  In regard to the credit reporting, the amount reported to the bureau is the balance at the end of each month.  Since this vehicle was purchased on 12/28/18 the account had only accrued a few days of interest, this is why the amount reported is for the amount of purchase.  In addition, the credit bureau reporting process is not instantaneous, and records are updated with the bureaus at the close of each month.  This is the reason the account still shows as open, because the car was returned on the 10th of this month. I am again thankful for the opportunity to provide information for clarification purposes, and find it unfortunate that Ms. [redacted] was not satisfied with the vehicle purchased.  If Ms. [redacted] has any additional questions the CNAC office can be reached at ###-###-####. Thanks again, C. [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have seen/read your last email. I guess this case is now closed, which is fine by me.  I just want to thank you so much for taking care of this complaint on my behalf. I do truly appreciate for taking a moment from your busy schedule to handle this minor complaint. Just a brief update, I have not heard anything from the company and that's all I wanted. So, I guess this case is closed. So, have a great holiday. And Thanks so much for your time and effort on getting this case so resolved and closed.

We have reviewed Ms. [redacted]’ complaint in detail and
appreciate the opportunity to respond to Ms. [redacted]’ concerns. Ms. [redacted] indicated she did not realize she signed an
agreement or consent to be audiotaped and videotaped during the sale, financing
and closing.   All...

agreements our
customers sign are thoroughly reviewed between the customer and the
salesperson.  Each customer is provided
an opportunity to ask questions before and after they sign any agreement with
JD Byrider. At JD Byrider it is important the customer thoroughly understands
their commitment to the terms and conditions of the loan.  Ms. [redacted] did not appear desperate or
confused about the loan process. She has continued to pay her loan on the
scheduled dates since the inception date of the loan. Ms. [redacted] is requesting CNAC to settle her account for
less than the contractual amount. This is not a common practice for CNAC and we
do not have any language in the contractual agreement to suggest settlement
offers.  We encourage our customers to
complete the payment process as Ms. [redacted] agreed to and has abided by since
her first payment. Ms. [redacted] recently experienced service issue with her
vehicle.  The JD Byrider service
department would like the opportunity to explore some options with her to
repair the vehicle.  She can call the JD
Byrider Service department where she purchased her vehicle to make
arrangements.

We have been clear and transparent in our response.  Our mission to provide the best service and care for our customers is top priority for our organization.  As in any matter between two parties the best, most effective way to resolve any issue or have effective communication.  We are, and have been, happy and available to discuss any further concerns with the customer directly.  The account is with CNAC and the business hours for their office are M-F 9am-7pm and Saturday 9am-4pm.  The office is closed on Sunday.Thank youWade [redacted]VP of Sales