JD ByRider

ResponseI have reviewed Ms. [redacted]’scomplaint.  Despite being submitted on December 31, 2014, I did not receive the complaint until January 05, 2015.  Since that time, numerous attempts have been made to contact Ms. [redacted] with the intention of resolving the...

issue.  Each time, the calls are either blocked or they are not returned when a message has been left.In reviewing the history on the account, it gives one the impression that Ms. [redacted] might be using the Revdex.com Complaint process as a smokescreen.  The account is not in good standing and has not been since November 2014.  The account is not in good standing for more than one reason.  Since November 15, 37 attempts to contact Ms. [redacted] have been made.  None, not a single one, of those calls have been returned.  Yet, she complains of harassment.  I fail to see how one can be harassed when one does not even speak to the alleged harasser.  I fail to see the validity of a complaint that is filed and, when we attempt to resolve the alleged issue, the accuser leaves the matter unattended.It seems clear to me that Ms. [redacted] had no intention of making a valid complaint and she had no intention of trying to work towards successful resolution.  I am quite certain that the calls that she claims to have received did not originate from my employees and did not originate from any of our facilities.  I know this because we record our telephone calls and those alleged calls were not found.  Finally, Ms. [redacted] states that, as a successful resolution she no longer wishes to deal with our company.  If that is the case, she may surrender the vehicle at any time or she may make payments per the terms of the contract which she signed and properly insure the vehicle.  Either of these options will result in no longer dealing with our CNAC other than making payments (which can be done online) though I believe that there are better ways to resolve this issue if we were able to speak with her.  Neither partycan promise a perfect experience to the other but, through open communication and meaningful and truthful dialogue, most issues can be overcome.I can be reached at 1-740-373-7051 or 1-740-434-4100 ext. 15 should the either the complainant or the Revdex.com (of which we are proud members) wish to discuss the matter further with me. Regards, Mark MorrisVice President and General Manager

I have completed a full review of complaint #[redacted]. CNAC experienced an
error with our payment processing company, and worked diligently to remedy this
for all customers. CNAC does apologize 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. We know Ms. [redacted] has been an excellent customer for
CNAC since the account opened in September of 2015. CNAC would like to provide Ms. [redacted] with a courtesy payment toward 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 ###-###-####

Customer was traded into a new vehicle

I will try to address the issues in Ms. [redacted]'s complaint in the order in which she
outlined them.
Regarding her comments "I have always made my payment on time", our records do
reflect that Is not an accurate statement.
Regarding her" transmission going out and our...

Service Manager instructing her to have
it towed to our facility": Ms. [redacted] signed an agreement at delivery that she understood
and acknowledged that her warranty did not cover towing.
Regarding "For several days, the tow truck did not make it to Milwaukee to retrieve
my vehicle. Our records do Indicate that we sent THREE separate tow trucks to her
father's residence and no one was there to meet them as promIsed. Our records also
Indicate that despite there not being coverage WE PAID the tow bills.
Regarding "th ere was even a time she hung the phone up and refused to talk to my
Father ... I advised her father that I was unable to discuss the account with him as he was
not on the account and after he screamed, yelled and cussed and told me I was
going to talk to hlm ... 1 chose to stop the conversation.
Regarding "l was then issued a loaner car until my transmission was fixed ... Ms. [redacted]
service repairs. However, we chose to find her one to use to help her out.
Regarding "I repeatedly tried making contact with the CNAC bank that financed the
vehicle for me and told them that I no longer teel sate in the car and I would like
to break my contract and take my business elsewhere " .... our records do Indicate
that [redacted] the Finance Manager explained to Ms. [redacted] that you just don't
r
break a legal signed finance contract and in the State of Wisconsin there is no right
to rescind when bought at the dealer's location.
Regarding "I was told my 2006 Ford Fusion would be replaced with a 2003 Dodge Stratus and my
payments would remain at 182 and nothing would change with my loan." Miss [redacted] did not have
To take a replacement vehicle. This Is something we offered her to make sure she did not loose her
down payment or any payments that she had made thus far In the contract. The insurance check was
short over $4000.00 to pay off the loan and we were helping her absorb the loss. She also was to pay
us her $500.00 deductible and was unable to which resulted In taking a vehicle worth less In value.
Regarding "to add insult to injury they would not give me temporary plates." Miss [redacted] was not
eligible to receive a temporary plate for her trip back to Virginia because she already had plates she
was transferring. She failed to include in her scenario that she forgot them back in Virginia when she
came back home. So we went ahead and gave her a temporary plate without any charge.
Regarding "1 had considered the option of trading in the car and going to a dealership here in West
Virginia. I was told by another facility that JD Byrider definitely took advantage of me and exploited my
finances. We are not In a position Miss [redacted]'s credit worthiness In this forum.
Regarding desired settlement "1 would one of two things to be considered for resolution to my
problems. The car that I have now In my possession to be upgraded to a vehicle of equal or greater value
as my 2006 Fusion or that the contract between CNAC be voided upon return of the 2003 Dodge Stratus
and the remainder of the loan be forgiven. It Is not legal to break a finance contract by either party.
We will not be upgrading her vehicle unless Miss [redacted] has the cash difference to do so.
Sincerely,
[redacted]
General Manager

The customer has indicated that the account still shows open on her credit report.  The account was processed last month, I personally processed it, so I will need to follow-up with the Credit Bureau to make sure the reporting of that account is properly updated.

[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.

The response provided previously contains all the information that we are able to disclose in a public forum.  In summary, the repossession was executed due to the terms of the contract not being met by the consumer.  There are no further details regarding this account to share that have not been addressed in earlier responses.If the consumer has additional questions regarding the outstanding balance after collateral disposition, they should be directed to the CNAC branch.  Thank you again.

Dear Ms. [redacted], I have completed a full review of complaint #[redacted]. On July 29th, 2016 Desiree [redacted] authorized a payment in the amount of 180.00 from the debit card mentioned in this complaint with a CNAC representative. CNAC received an authorization for this payment, and the 180.00 was...

processed with the authorization received on July 29th, 2016. We did receive a delay in the payment being processed for July 29th, 2016 which was resolved with the company we use for payment processing. We attempted to explain the occurrence with our payment processing company with Desiree [redacted], but there is still some concern regarding this, and we will continue to reach out to Desiree [redacted] to explain the process. CNAC works with all of our customers to advance them through our program, and to try to keep all customers on track to save them time, and money with their loan. Desiree [redacted] had an arrangement with her CNAC account manager that was attempted to be resolved on August 18th, 2016 but Desiree [redacted] was not able to follow up with when she was at the JD Byrider location. We would like to try to assist Desiree [redacted], and resolve this concern, but have not been able to get her to contact CNAC back. 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 ###-###-####

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.It states that I didn't clear up the matter. I actually. I went into the office to take of the payment in cash. CNAC had caused my account to be so far overdrawn...with their delay in payment. They call me 20 leading up to a payment...to remind me. But couldn't call me to let me know there was a delay? I could arranged some things within my account to prepare for that since I was under impression that I had taken care of the payment already. Every other time in the past 3 years it has been taken out immediately. So why would I even question this payment not going through? They caused a lot of turmoil on my end that I am still dealing with. And when I tried to call and talk to the manager, he just yelled over me. Maybe they have had to explain the situation to a lot of people. But they can't take their frustrations out on customers. I'm very dissatisfied with this company. Moving forward I will be cancelling any and all cards that may be associated with this account and only pay in cash moving forward. Poor customer service skills is an understatement!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Desiree [redacted]

Good AfternoonI want to start by saying that the frustration felt when a vehicle develops a mechanical issue is certainly understandable and it is unfortunate the such an event has taken place here.  We at J.D. Byrider take our commitment to the customer very seriously and our mission to...

provide a quality, reliable vehicle to customers that qualify for our program.  This is a case where the company has taken the measures needed to stand behind our program, our vehicle and our promise.  We were informed that the vehicle had experienced a failure and was taken to an impound lot.  We started the process to retrieve the vehicle from the impound agent for which we paid over $1800.00, this is not included in the warranty or agreement but we wanted to make it right for the customer.  The vehicle was taken to our location in Mount Pleasant and was entered into the service log on 10/18/2016.  The issue discovered was found to be a manufacturer defect requiring a slight delay in receiving a replacement part.  The service was completed fully and the customer has picked up the vehicle on 11/2/16.There were several issues that caused the customer to experience a longer period of time without the 2010 Chevy Aveo the most significant being the time in the impound lot.  I am pleased that we were able to arrange to take care of that for the customer so we could get started on the vehicle repair.  As always, our staff is available to answer any questions and be reached directly at [redacted] we welcome the opportunity to help.Thank youWade [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 proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not appreciate the comment that UPS reported. I did not have the opportunity to solve the problem before I left. I tried to have them solve the problem while I was there, but the guy that did the service, plus the man looking woman told me in no uncertain terms that they do not make mistakes and could not understand what the problem was, since that there was no way they could make a mistake. I told them all I wanted was a few copies and we would call it even, but once again I was told we do not make mistakes, then that is when I cussed and left the business. Never once did they back down from saying they were perfect and didn't make mistakes or offer to resolve the problem, So their response is a told lie, and they are trying to cover there own butt.
Regards,
[redacted]

I have completed a full review of complaint #[redacted]. After reviewing all service records for this complaint, I did find records from
November of 2015 that JD Byrider service replaced a transmission for Miss.
[redacted]’s 2008 Dodge Caliber, which was covered under warranty. On September 15th,
2016...

there was a service appointment scheduled, and JD Byrider had All World
Transmission a third party company assist with diagnosing Miss [redacted]s
transmission for JD Byrider. All world transmission could not duplicate any of
the concerns mentioned with Miss [redacted]s 2008 Dodge Caliber. According to the
diagnosis at all world transmission there was no mechanical issue with the
transmission for the 2008 Dodge Caliber. JD Byrider does have records that
there was service work completed on September 15th, 2016, but was
not the transmission. JD Byrider did make an exception and covered all repairs done
under warranty even though the 2008 Dodge Caliber was over the mileage limit for
the warranty as a courtesy to Miss [redacted], which also included a courtesy tow
for Miss [redacted]. JD Byrider feels that we have provided good customer service to Miss [redacted],
and request for this complaint to be closed. Please feel free to contact our office with any further questions or
concerns regarding this complaint.   Sincerely,Michael [redacted]CNAC[redacted]
[redacted]  [redacted]Telephone – ###-###-####Fax – ###-###-####

Good AfternoonWe are always happy to address any concern regarding our business.  The nature of this complaint appears to be regarding a promotional offer that we had available at our dealership.  The offer however was misquoted in the complaint as it states $0 down... The actual offer is...

$99 Delivers.  There is a distinct difference in these two products and the key difference is DOWN versus DELIVERS.  The $99 delivers offer was in fact running during the time frame expressed by the reporter.  However that means that $99 is taken at time of sale and any additional down payment that would be needed for approval would be processed as a deferred amount to be paid at a later time.As with any promotional offer, the offer is only valid for qualified approved applications and pertains to a select group of vehicles.  All of this information is stated in the disclaimers found on the offer marketing materials and is in a legally acceptable form.  All marketing materials are provided by the J.D. Byrider Corporate Team and have been thoroughly vetted by the Legal Department.  In this case it appears the customer application did not qualify for this particular offer.Thank you for the opportunity to discuss this issue and provide a response for the record.  We are always glad to help clear up any concern.  However, I think we can all agree that any dispute is more effectively resolved by the two involved parties communicating directly.  This will conclude our public discussion of this matter.  The complainant has any additionaladditional questions and/or concerns he should contact the Sales Department Janesville directly at ###-###-####, **  would be happy assist him.

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 agree this is silly. I do not wish to speak to a company that has been using horrid intimidation tactics. Yes, you did have a representative call and harass mother, my ex husband, my father -In-law, my father, and my work, they had my account information from you. Again, I have them recorded. However they lied to my friends and family about me, they made me sound like a wanted criminal. They misrepresented themselves as government officials and dmv representatives. I couldn't make this stuff up. Do you really expect people to believe someone called me about a vehicle I bought from your company on their own behalf? Ridiculous. I currently have a balance of $300, why on earth would I be trying to make anything up. I want to draw attention to your business practices, they are outrageous, I want the insane tactics to stop. I purchased one of the more expensive vehicles in the lot, have paid thousands and I feel I am being intimidated so you can have it back now that the value of the vehicle has been paid. Your company claims to help people and work with you, this is false. This process has been a nightmare.

Good AfternoonLegally binding contract are not open to negotiation after consummation.  This is a legally binding agreement requiring the contract be paid as agreed by the customer.  Mr. [redacted] claim that he is withholding payment is default of that contract and will be treated as such.  As I stated in prior responses, my office has no additional information for Mr. [redacted].  The only thing I can personally do for him is discuss the issue with my service department (which I have done), and advise him to bring the vehicle in and speak with Brandon in service.  Additionally I would advise Mr. [redacted] to make the payments he is contractually obligated to make per the legally binding agreement that he signed at time of purchase.To recap the only resolutions that can be made in this case are as follows:1) Contact Brandon in service, schedule an appointment, bring the car in for service.2) Make payments as agreed per the sales contract.These steps will ensure that Mr. [redacted] has his car properly evaluated, and will ensure he stays out of the collections process avoiding the next steps by our company to protect our interest.

We received the complaint #[redacted], regarding issues
with the car and the repairs needed.  After reviewing the repair orders, and the history of the vehicle, we
would like to offer a solution.  The warranty on the vehicle has expired.  During our inspection, we did find that...

the
ball joints on the vehicle are what is causing some of the issues, not the tie
rod.  We are willing to cover the ball
joint repair as if it were covered under warranty, with the customer only
having to pay the warranty deductible.  If, during the repair, we determine the tie rod is in need of
replacement, we will extend the same courtesy to that part as well.  We will do this as a onetime courtesy, as the
customer is only slightly out of the warranty period.  If the customer is satisfied with that, we
urge her to set up an appointment with our service center, and we will perform
the repair.  Considering the brake noise issues, we have inspected
the vehicle multiple times, and can find no faults with the operation of the
brake system.  Some noise is normal with
almost any brake system, regardless of what another facility may say.  Although we can find no safety issues with
the brake system, we will be willing to offer to replace the noisy brakes with
a much higher quality set of brake pads and rotors, and only charge our
wholesale cost on parts, and a discounted labor rate.  This will not guarantee any noise, but may
greatly reduce it.  In regards to the final issue of the lack of power, we
have not been able to duplicate the concern.  If the customer wishes to take a technician for a ride to show them when
and how the issue is happening, we would be happy to look further into it if we
can duplicate it. We invite the customer to get another opinion on any of
these issues from the Chrysler dealer, or another reputable shop, and get a
written estimate of their findings.  Our
wholesale cost and labor rate would apply to any of the needed repairs, as
well.  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

This is not getting anywhere obviously for the company and for myself. I will have my attorney look into further detail with the problems that I am facing.

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.]You don't buy a car for 12,000 dollars and 2 months later it only be worth 7-8,000 thats a rip off. This matter still needs to be looked into. In no way am I satisfied with this investment.
Regards,
[redacted]

CNAC aka Cilla Financial LLC to comply promptly with the State of Missouri's Department of Revenue regarding the title to be transfered down to Missouri. We have proof of insurance, proof of payments, which we are current, proof of Vehicle Inspections(required by law). There has been no lapse in any...

coverage.

I am
writing in response to your correspondence emailed to me on January...

24, 2014.
I have read the submitted
complaint by Ms. [redacted] and want to respond to the items as well provide an
update on the matter.
Mrs.
[redacted] is currently on her third vehicle purchase with JD. Byrider. The first
two cars that she had owned were both wrecked by her and paid off by her
insurance company allowing her to repurchase another vehicle each time. It has
been my experience that when a customer returns to your company for repeat
business then they are satisfied with your company and what you have to offer
them.
Mrs.
[redacted] current vehicle is a 2008 [redacted] which she has owned since
11/30/2012. In the 14 months she has owned this car it has been driven for over
20,202 miles and has only been in our service department 3 times. One of those
times was for an oil change which we provided for our customers at the cost of
only $9.95. While I can't vouch for the upkeep and maintenance provide for the
vehicle due to us not seeing the car regularly, I can say with proper
maintenance and upkeep the vehicle is less likely to break down or have issues
that can you leave you along side the road. Had the vehicle been brought in to
us for the now 7 oil changes that were due, we would have been able to inspect
the car along with helping the customer provide the regular maintenance.
We
replaced the engine and all associated parts and fluids in the customer's car
on 6/21/2013. While it is highly unusual for the replacement engine to go bad,
it does happen. During that time frame 6/21/2013 to 1/15/2014 the customer
drove approximately 10, 987 miles and has no record of regular maintenance.
However the engine that we had put in her car did come with a warranty so we
were able to replace everything again for the customer with no cost to her.
So far
we have serviced her car and paid for
everything that we had agreed to when we sold her the car. With this car we
have spent $4,178.88 in warranty costs in putting the engine and associated
parts in her car. We will continue to honor the warranty and everything as we
agreed to and all we ask in return is the same. Although there is some
inconvenience in regards to having your car being serviced we are not in the
habit of just taking our cars back and calling it quits as she requests. We
have a contractual agreement with Mrs. [redacted] that we will honor until her 3 years or 36,000 miles expire, although we will still provide
her with the discounted labor and parts that our customers enjoy as part of our
program after that warranty finished.
Kindest Regards,
[redacted]
Regional Customer Service Manager