JD ByRider

RE: Complaint # [redacted]        Account# [redacted] Dear Ms. Harris, I have completed a full review of complaint #[redacted]  JD Byrider does provide a three year thirty six month warranty for our customers since they are purchasing late model used cars with in some cases higher miles, and unfortunately the repairs listed on this complaint were not covered under the warranty for this vehicle. Attached is a copy of our warranty, and the repairs done for Mr. Ghent. If there are still additional repairs JD Byrider would be willing to discuss options to assist. If Mr. Ghent would like to discuss any concerns he has regarding repairs he can contact [redacted] at [redacted]. Please 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. Sincerely,   [redacted] Director CNAC Phone (262) 787-5835

Good MorningThank you for the opportunity to respond to reported concerns regarding our business.  As you know, we are always happy to provide response to concerns and operate our business in a manner that leaves nothing for us to hide.  In regard to the complaint filed with your office on...

9/12/2017, placed by [redacted], our response is as written below:The vehicle in question was in fact purchased in December of 2016 by the consumer at our Janesville location.  A review of the service records indicate that the customer has brought the vehicle into our service department 2 times with only one of those visits coming within the last 6 months.  If other issues have been manifest with the vehicle, we were not made aware of them through service requests or appointments.It is not our practice to discuss the information pertaining to customer accounts in a public forum, however it is important to note that the conditions of the legally binding contract signed by both parties at time of consummation should be respected and upheld by both parties.  For our two companies the main points would be the administration of the Good To Go 24 month / 24,000 Mile Warranty, along with maintaining the account to guide the customer through the process of advancement until the completion of the contract.  For the customer, the main points are making on-time payments and maintaining insurance coverage on the vehicle.  I am comfortable with the terms of the contract and the manner in which our team as lived up to those terms.  As a vehicle owner there is unfortunately a cost associated with ownership.  Regardless of whether the car is new or used... a Honda or a Bentley...  mechanical failures and repair costs are an unfortunate consequence of owning a vehicle.  That is why we are proud to offer the warranty program mentioned above and offer reduced labor rates (half the national average) with parts at our cost to help offset that cost for our customers.  We are always here to assist with those issues, but we have to know the full vehicle history and have a full vision of any issues that have presented themselves with the vehicle.  All of this information has been provided to the customer, and a customer signature was received on these documents at time of consummation.  Also covered was the assignment of the contract.  The account in question does not belong to J.D. Byrider.  J.D. Byrider sold the vehicle and operates the service department, the loan is owned and serviced by CNAC.  During that conversation it is made clear that mechanical failure is no a reason to fail to pay the agreed upon payment in a timely manner.  Failure to pay timely places the loan in default.Thank you again for the opportunity to respond to the concern.  If the customer has any additional questions it is far more effective to contact the Janesville location directly.  Service issues should be directed to the [redacted], Corey [redacted], and issues with the account should be directed to the [redacted], Karolina [redacted].  The main number for the Janesville location is ###-###-####.

Good MorningI would like to clarify, there was no implication that the incident was witnessed, the statement was made that I was aware of the situation.  In regard to the management comments, Samantha is the [redacted]... that is the correct member of the management team for the customer to have interacted with.  Each section of the building is a different company and as such has a separate manager running those areas.  There is no general manager in any of our locations.  The consumer also mentioned an identity theft incident involving our business.  I can assure everyone involved in this correspondence that incident had nothing to do with our organization.  J.D. Byrider and CNAC are franchises owned and operated by different groups.  Our franchise group has never had any issues with employee dishonesty involving customer information, I cannot speak for other franchises.Again we have provided explanation and clarification regarding the original request, and now the follow-up submission.  We stand with our statements and can reference several factors, including an +A Revdex.com rating, to substantiate our position as a business operating completely above board in every community that we serve.  I am sorry the consumer has perceived a negative experience.Thank you again

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.
I do not, did not, and have never lived at the address listed. I have repeatedly informed JD Byrider and CNAC of this fact.  I have contacted JD byrider and CNAC at least once monthly since October 2013.  I sent written mail in March of 2014.   No response was ever  made to these contacts. I had explained to them on multiple occasions that I worked 10 hour days, and attended gradate school nightly, making phone contact very difficult to impossible and asked that they communicate with me via email.  They would only call me leaving messages saying "please return our call".   I did excahnge emails with a representaive of CNAC in February of 2014 who indicated that the payout balance on this was a little over $7000.  There was no mention made at that time of a "right to cure" letter which had been sent. As for the comment regarding loan balance, I made payments every 2 weeks for the term of the loan, as was established.  When I missed a payment I then paid the balance due in full.  Yet after two years of paying  monthly,   I was told that I still owed over $7000. This did not seem right to me, and when I asked for clarification none was given. 
Regards,
[redacted]

I do not agree because the car is still on my credit report.

I did get my car...

back from jd byrider.  And they said it was fixed. Well it is not fixed. I am still having problems with it. And I cant take long trips in for fear that it will brake down on me when I have the kids.and I make my car payment on time every 2 weeks for a car that doesnt run properly. I am fed up this this crap. Either they trade my vehicle in for something better or I quit making payments.Thanks [redacted]

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.Ultimately they refuse to admit thatvthey broke Wisconsins self repossession law. They refuse to disclose why the letter dates 1/23/17 sat in there office till 2/1/17...sorry Carolina has blamed the USPS instead of accepting responsibility.  They have told me and my wife 1 thing abd tge Revdex.com a complete different story claiming a non existent "miss communication", ultimatelythey ethier lied to myself and my wife or the Revdex.com,  or to both. They claim alot but ultimately with the information ive provided the Revdex.com information that shows how incompetent JD Byrider, CNAC, Andrew and Carolina have been with this situation. Ultimately the 15 days required by Wisconsin State law was not met so Ultimately CNAC and JD Byrider broke the law, it is that plain and simple and not once have they acknowledged the missing 8 days of the letter dated 1/23/17 that was mailed 2/1/17 minus blaiming everyone else.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Gregory [redacted]

I have completed a full review of complaint #[redacted]. I have found that on December
14th, 2014 Ms. [redacted] did agree to purchase a 2009 Kia Spectra at a
purchase price of $$11,980.91. JD Byrider pricing is in line with subprime
retail auto sales pricing. Ms, [redacted] signed the Retail Installment...

Contract
agreeing to the sale price on December 14th, 2014. JD Byrider does
provide a 3 year 36 month warranty that we provide as a courtesy to our
customers. Currently the vehicle is in the possession of CNAC, so there will
not be a need to address any further concerns unless Ms. [redacted] meets the
request on the notice of sale mailed on April 25th, 2017. CNAC/JD Byrider consider this complaint closed since the collateral is now
in the possession of CNAC. Please 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 [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
"Fixing or replacing the engine" by JD Byryder is no longer an acceptable remedy. Since, I was given an extensive amount of paperwork from JD Byrider, upon my request I do not feel that this offer is equitable.  The paperwork I now have in my possession proves the J.D. Byrider was aware of the issue with the engine.  The symptom of  vehicle  "running rough" is documented in the paperwork with other paperwork showing how this vehicle was pieced together like a puzzle form junk yard parts.   This alos was not disclosed to me.  Yes, they gave me a fake car fax. But, the real car fax shows this vehicle has 58 records and was in a very major accident!! Yet, I was told time and time again by [redacted] Hurbutt at J.D. Byrider that the vehicle will seem like it runs rough because the engine is a straight 6 and not a V6 engine like the previous vehicle I had.  I was also getting 5 miles a gallon and [redacted] also told Jme I was going to get worse gas mileage also,  because of the type of vehicle it was.  [redacted] went so far as to say he had owned one so he knows this.   J.D. Byrider knew about the issue, tried to cover it up and up until I filed this complaint outright refused to fix my vehicle, because the told me "we can't reproduce what is wrong with it so we can't diagnose it or fix it".   I have two witnesses to substantiate what was told to me, along with a plethora of paper work to back me up.  I have spent over $1,000.00 on vehicle repairs already.  After having chased after them to fix my vehicle!  If I have to take my chances in court to get a full refund of what I have paid to CNAC Finance and JD Byrider for my vehicle down payment, repairs, etc. then I will take my chances, worse case scenario is the judge will order them to replace my engine then I will have to let them. I feel I have an excellent chance of getting what I want.  Plus I already have enough junk yard parts on my vehicle!! I  paid for a GMC Envoy I don't know what  I got, but it definitely is not an Envoy!!!Regards,
[redacted]

Hello,
We have completed a review of complaint #[redacted].  Ms. [redacted] purchased a vehicle from CNAC/JD Byrider September 12, 2014.  At the time of loan origination all loan documents were signed by Ms. [redacted], and a bill of sale showing the actual mileage of the vehicle was provided.CNAC/JD...

Byrider filed all pertinent paperwork with El Paso County DMV and the vehicle was registered.  CNAC/JD Byrider received the most recent notice from the El Paso County DMV February 20, 2015 indicating there was a discrepancy in the mileage.  The discrepancy was a clerical error, and is in process to be corrected.  The process to correct this discrepancy is not a quick one as the vehicles we purchase to sell are sometimes purchased out of state with out of state titles. We have been consistently working on correcting this discrepancy with several different agencies, and should have this matter resolved in a timely fashion.  We’ve remained in contact with the El Paso County DMV to keep them up to date on the continued efforts to resolve this matter. CNAC/JD Byrider has discussed this matter with Ms. [redacted] in person, and by phone to reassure her there was no intentional misrepresentation by CNAC/JD Byrider.  We apologize for any frustration this has caused Ms. [redacted], and are working diligently to get this matter resolved.Please 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. Sincerely,

Good AfternoonThe customer has the right to take their vehicle to any shop they wish for repair.  However, that choice may cause issues on subsequent service visits as we cannot know the quality of the work performed by the other business.  In addition it does not allow the customer to take advantage of the discounted labor rate we off our customer nor the ability to purchase parts at our cost.Again I would encourage the customer to contact the [redacted] to discuss any concerns regarding the vehicle.  We are aware of every word contained in our legally binding agreement with this (and every other customer) and are confident that every requirement of our organization has been, and will continue to be met. Thank You

Good MorningWe would like to thank you for the opportunity to review and respond to concerns related to our business.  As you know we are always eager to provide any clarification and information possible to assist in better understanding of business practices.I was actually aware of this...

situation while it was happening, and honestly the public outburst that was on display was disappointing.  The facts of the situation are as follows:  The customer came to our business looking for financing for a vehicle.  After completion of the application the information provided by the customer was reviewed for completeness and accuracy.  At this point the application is evaluated to determine if it qualifies to move forward to the next step of the process.  In this case the application was rejected from consideration.I understand that any time an outcome isn't what a customer hoped for that it can be frustrating.  However, the customer requested that the application and information be returned after the application was denied.  This is simply not possible.  A financial institution must keep all applications and information pertaining to that request for credit in order to provide explanations to agencies regulating credit (Wisconsin DFI, Federal Government) during annual examinations.  This is required to ensure institutions are not approving loans for unqualified customer (which would constitute predatory lending), and to ensure that any declined applications were rejected legitimately (which protects from discrimination). In addition, all information is recorded on internal documents that are property of our business.The remaining details including the call the customer made to the local Police Department (which no wrong doing was found) are all symptoms of a routine situation being interpreted in the wrong way.  We process many applications for credit and a number of those are rejected for one or more of several reasons.  All information is kept secured and maintained within the guidelines mandated by the Wisconsin Department of Financial Institutions.  As in all cases we find that any issue or disagreement is best resolved between the two parties directly involved.  However, we are aware of the customer's right to contact your organization with questions.  We have provided an explanation to the concern and our organization is considering this matter closed.  Thank you again for the opportunity to share the process. C. [redacted]

Response to Revdex.com complaint number: [redacted]
Account Number: [redacted]
 
Customer claim that loan number [redacted] balance was higher after two years of payments:
 The original balance for loan number [redacted] at the point of sale October 14, 2011 was 11,213.18, and as of...

November 21, 2014 is 7,365.81. CNAC will continue to try to establish contact with [redacted] to clarify any possible confusion that the balance is higher than the date of purchase.
 
Customer claim that she attempted to contact, and work out arrangements with CNAC:
 CNAC last had contact with [redacted] on October 14, 2013, through an email. Our records show numerous attempts made to phone number 262-622-2477 between the months of October 2013, and January 2014.  CNAC proactively attempted to establish contact with [redacted] between the months of September 2013, and January 2014 to resolve the delinquency of loan number [redacted]. 
 
Customer claim that right to cure was sent prior to repossession of collateral:
 The state required right to cure was sent to [redacted] residence on file N113W17036 driftwood CT Apt#10. Attached you will find a copy of the right to cure letter, with certified mail receipt sent on December 12, 2013, and expired on December 28, 2013. According to Wisconsin state law CNAC did provide [redacted] with notification of our intent to recover collateral, as well as ample time to respond to our intent to resolve. At the time (December 30, 2013) CNAC assigned account number [redacted] out for repossession the loan had not had payment in 120 days, and was charged off as bad debt on January 7, 2014.
 
Settlement:
CNAC has attempted to contact [redacted] to attempt to provide resolution, on November 21, 2014, and November 24, 2014 with no response. CNAC will have a member of our management team continue to follow up with the customer regarding her concerns, and provide options for the customer to retrieve their belongings.
 
Sincerely,
[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.  However, I did notify Tim of the fact that my car was still making noise and he refused to see the car again. So I'm not sure why their response says that I was satisfied with the original repair and didn't become unhappy until my car broke down. So not the case, I call weekly with a complaint. They are just sick of hearing from me. But until I get it done correctly I won't drop my case. I pay bi-weekly and transport my kids in this car. They need to do their job with quality standards that ensure safety and keeps the reputation in tack. Which from talking to people about my issues, I shouldn't have even purchased my car from them. I know now for the future. I will never go back and most definitely would NEVER refer anyone here. But thanks to the Revdex.com for helping to get this solved!
Regards,
[redacted]

Benita [redacted] Revdex.com of Wisconsin (Milwaukee)   [redacted] RE: Complaint # [redacted]        Account# [redacted] Dear Ms. [redacted], I have completed a full review of complaint #[redacted]. CNAC apologizes for any inconvenience that this has caused Ms. [redacted], and is willing to refund any money that Ms. [redacted] has accrued due to the delay in the payment processing. CNAC would like the opportunity to earn Ms. [redacted]’s trust back, and show our intentions to provide quality customer service. CNAC would like to provide Ms. [redacted] with a courtesy payment to her account with CNAC once she contacts myself to let me know that is acceptable.   Please have Ms. [redacted] contact Mike [redacted] at ###-###-####, so I could assist further with her concerns. Please 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. Sincerely, Mike [redacted] Phone ###-###-####

Management has since attempted to contact Mr. [redacted] to discuss his options in regards to extending the warranty.  At this time, it is recommended that he contact ###-###-#### and ask to speak with Jen.Thanks,J.D. Byrider/CNAC Customer Service

[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,
[redacted]

I have completed a full review of complaint #[redacted].  I have found that on August 12th, 2013 [redacted] did agree to purchase a 2006 Chrysler Sebring at a purchase price of
$12,197.82. JD Byrider pricing model is consistent with-in the subprime retail
auto sales industry....

 Currently loan
number 3911875 has a balance of $7,609.79 so the balance certainly has changed
since the opening of the loan. As far as the payment structure for Miss
[redacted], we would be happy to assist as long as her decision falls with-in our
loan amendment guidelines. Regarding repairs we have not had the opportunity to
assist due to the car not being provided the opportunity to do so. We do not
have record that Miss [redacted]s vehicle has been brought to one of our location
for service, or warranty work. Resolution:CNAC/JD Byrider is willing to assist with a due date amendment as long as
the request falls with-in our guidelines. If repairs are needed we would be
happy to discuss a location possibly closer to her home, if needed. Please 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. Sincerely,

We received the complaint #[redacted], and the
corresponding comments.  Originally the
customer was satisfied with the resolution that we had provided, but after the
most recent breakdown, she has now changed her mind.   Unfortunately, the repairs that are needed to make the
vehicle operational, are not related to any of the repairs we have diagnosed or
looked at in the past.  The timing belt
on the car has broken, and very likely has caused internal damage to the
engine.  As stated on our previous
response, the vehicle warranty expired in July.  Because of the lower mileage on the car and the remaining time on the
loan, we have decided to cover this repair at no charge.  Also the time the customer will be without
the vehicle could go up to 2 weeks, with our current schedule, and availability
of parts.  When I spoke to the customer,
she agreed to this, and we are starting the process.  In regards to the lack of power issue, as well as any
other mechanical problems, we can address those better once the vehicle is
drivable.  I discussed with the customer
that it is a used car with over 100000 miles on it.  It is going to have some squeaks and rattle noises.  We have not identified anything that we can
say is a safety concern.  I believe there
has been a slight miscommunication, as we did recommend the customer seek out a
2nd opinion on what is needed for the car, but only as we are having
difficulty duplicating and diagnosing the concerns.  Another repair facility may have different
diagnostic equipment to duplicate or isolate some of the issues.  I advised the customer that if some of the
issues are still present after the engine is replaced, I would also recommend
another shop take a look at it, just to get a different perspective on what is
going on.  I also advised her that we
would like her to take 30-45 minutes to take a technician for a test drive, and
show us what is occurring, and when.  This will aid us in repairing the vehicle correctly. The customer
understood this and agreed that was a suitable plan.  In summary, we are going to repair the engine of the
vehicle at no charge to the customer, and will continue to look at the other
issues, if they are still present.  This
will be a one-time courtesy.  The repairs
from the original complaint were completed to her satisfaction, and are not
related to the issue of her current complaint. This complaint should be closed
due to that reason.  Please feel free to contact us if there any further
questions or concerns.  We are happy to
assist in any way we can.Thank You

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.
I got the message like I said before I still reject there is no reason why the hub assembly keep going out every few months then on top of it they wear down the tires so that is another cost that I never brought up I am still asking they take off 2500 or 3000 off my loan for all the times in the shop your right my car was under warranty but didn't have any problem at the time but am now having several the car didn't run for three months had to pay to get that fixed five time for the hub assembly and now there is a big clunking noise from the front end so I think it's only far they pay for some of it not asking for it all and there is no where close to me where there is a jd byrider except 200 miles away
Regards,
[redacted]