Swan Tile

To Whom It May Concern, Ms [redacted] is correct Her card was ran in error on 8/ As soon as this was realized the payment was reversed and credited back to Ms [redacted] on 8/ Typically, these funds will show in a customers account within 5-days The employee involved was a new employee that saw Ms [redacted] fantastic pay history and just assumed the missed payment was an oversight Most of our customers continue to pay as their contract states until the insurance check is received to ensure their pay history stays positive We addressed this with the employee immediately and corrective action was taken The insurance check was received There is still a balance of $that Ms [redacted] is responsible for JD Byrider will eliminate this balance with a new purchase or Ms [redacted] can continue to pay until the account is paid in full Ms [redacted] has been a great customer and we hope to hear from her soon to help her replace her wrecked vehicle We have been leaving messages to let her know we reversed payments and status of the claim but have yet to receive a return call

Sorry for the delay in our response We never received the first notification of the concern Thank you for the 2nd noticeThis response is in reference to Ms [redacted] concerns I believe her main concern is her payment history reported to the credit bureau She believes we should be able to go back and change her reported pay history on the credit bureau As most understand, this isn't possible Ms [redacted] took her vehicle out of state and ceased all communication and payment with our office for over months In this time her account became extremely delinquent and was thus reported to all credit bureaus correctly We worked diligently to get Ms [redacted] to communicate with us and she simply would not After over months she did re-engage with us We did offer Ms [redacted] a fresh start and after she re-established consistent pay we "reset" her delinquency from over months behind to current and days delinquent which was also reported from that point in Dec of until she again stopped paying after an accident in the vehicle in October of We pride ourselves in giving customers the opportunity to improve their credit with on time payments we report each month to all credit bureaus In Ms [redacted] case, she simply did not do this Thus, all credit reporting is accurate and cannot be changed Ms [redacted] will most likely have a small balance owed on her account after her insurance pays the claim If she could please contact us to make arrangements on this balance

Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ As a company, JD Byrider takes Customer Service very seriouslyThis is why we include a year, 36,mile warranty with every vehicle we sellThe vehicle sold to Mrs Gregory was titled in both buyers names and is secured by CNACIn accordance with Missouri Law the lienholder can hold the title if they apply for it on behalf of the customerCNAC paid and financed the customers sales tax, therefore CNAC applied for title and has it secured in their office until the loan is paid in fullIn reference to the mechanical concerns, Mrs Gregory moved to New Mexico immediately after purchase and then moved to Oklahoma without notifying CNAC of the moveThe customer had moved over hours from the dealershipWe can't control where a customer moves, but we did provide several options to the customer to get the vehicle to the nearest JD Byrider in Texas or back to Springfield, MO to address his concernsWe also provided them the option of having the repairs done locally and being reimbursed by us for the amount that it would have cost us to do the repairThe vehicle has since been picked up by JD Byrider and brought back to the Springfield store for repairConcern has been resolved successfully for both parties Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I have tried calling to get the payment history; they say they don't keep that on hand. I asked for them email it to me and they said I could come up to the office and look through the paper work myself. I just want to know how much I owe

As stated in the prior responseMrs*** simply didn't respond to our efforts in contacting her. From July to Sept of 2016 with calls regularly made to her, her husband, and any references she provided she chose not to contact us for nearly months. In late September she finally returned our calls and said she stopped returning them because we were bothering her. This long delay in payment caused the late payments reported on her credit bureau. Her account was on auto pay and every payment was declined for that period. We did offer and deliver her a fresh start in Dec of 2016. Our employee sent and email to the customer confirming the fresh start. From Jan to October of her account reported on time with all payments. At the time of the fresh start her account was nearly days past due. The fresh start put the past due at days and it has been paid on time since then until now. Unfortunately, due to the lack of payment since early October the account will now report slow payments again. As requested, Mrs*** should contact *** in *** as soon as possible to make arrangements to ensure a positive payment history gets reported to the credit bureaus

Initial Business Response /* (1000, 9, 2015/12/01) */
JD Byrider sells every vehicle with a yr mile warrantyWe inspect and recondition every vehicle prior to purchaseUnfortunately, we can't predict or assure that the vehicle will not have any mechanical issues after purchase
However, we pride ourselves in reacting quickly and in the customers best interest alwaysAs a dealership, JD Byrider has spent nearly $in repairs since her purchaseNot all were covered under warranty but were done as goodwillMrs *** has driven the vehicle over miles in the months she has owned itShe has had great use of the vehicleUnfortunately, towing isn't covered and is an expected expense as a car ownerThe value she states in her concern is nowhere close to accurate valueMrs *** was in the dealership the same day as this complaint was issuedShe and I sat down and reviewed the service issuesWe have addressed all her concerns and she stated at that time she would let the Revdex.com know that she was satisfied with the resolution

Complaint: [redacted]
I am rejecting this response because:
They did not offer a reset. This whole time I thought I was paying late fee they did not make that clear with me at that time. I have three different agent who work on my account and each one of them gave me a different response. The first she was too busy yelling at me on not returning their call she did not offer me a reset. She about my job and to set up pay account they set it up to call me every other friday during my work hours the only way to do it. Second agent he call me to tell me I was caught up and no longer behind that my credit should start looking good. I ask him a question about the late fee and that went he told me it was interest fee that I was paying off. I ask questions about the interest fee if im still have to keep on paying them and he told no I was done paying the interest fee now that im caught up all I gotta do is pay what I owe left on the vehicle. I thought thing was going good and I ask him to set it up where they draft every due date  with copy receipt send to my email and to call me if something goes wrong not to wait til 5 when all bank close and he said he'll do. After him that was the last time I got receipt thru the email or heard from the first two agents. I some how got a different   agent again. I call and call to get copy of my receipt and they said theyll send it and I still havent gotten them and theyre pulling it out of my husband bank account. After few month went by I end up working getting another vehicle and this dealership show my credit and the only ine that is stopping me is jd byrider they have listed me as a slow payer even though they set it up on the day they told me to pay it on and I know they draft it out every other friday I make sure there is enough for them. I know if I was late they would be calling me and I never received any call on being late at that moment. I call to ask questions about me being listed as a slow payer and she was clueless. She didnt know nothing about that and I shouldnt be listed as a slow payer. I started asking question like what the original price on the vehicle I am purchasing and she couldnt tell me or pull up my account and look.  This became fustrating I ask how much I owe and it seem like I went no where and I ask her how am I being charge so much and I told her about the second agent and she said that I must have misunderstood everything because she have no idea what I am talking about. I got my family involed because to witness their conversati and I ask for a copy receipt told her I havent gotten one since june and she said she'll send but no copy receipt was sent to me. When my insurance were working on my claim she call to apologize for getting back so late she told me that jd byrider arent returning their call sooner and that they told her they lost the title and that need to look for my file. My insurance told them they have a week to get it and she explained to me if they dont response back sooner she will file for lost title and send them to me to sign and she said to send them back to her. She said this is urgency and we must get it done soon. I gotten the title from my insurance by the end of the week I sign and sent it off the same day. Later that day I got call from jd byrider saying she finally found the title and she told I need to come up their to sign it and she'll sent it to my insurance. I didnt like the sound of that and make me feel like something not right and it's not what my insurance told me and I know she told me to send it straight to her the faster she can get it done. I ask her for my history billing that I made in the past and she told me they cant send it because that per page and that's too much to do by mail. So I ask how about email? She told me per page? Like that's still too much to do. I cant get a copy receipt from them or a billing history at all so I stop paying them if I cant get proof of what im pay for how am I suppose to know what my balance is and that theyre not adding more charge on it. Im paying double and listed as slow payer even through they draft it out of my husband bank accounts.
She said that she alway report me being on time and she trying to say it was in may I havent pay on time that is when I set up an automatic draft on every other friday and yet some how im not on time. She told me I am responsible to make sure it get draft out on time and she told me if she was me that she would have call to get a copy receipt. I did those thing and look where it took me. This make me theyre looking for a reason to keep me on their account longer knowing I am almost finish paying off the vehicle. 
Sincerely,
[redacted]

To Whom It May Concern, Ms. [redacted] is correct.  Her card was ran in error on 8/9.  As soon as this was realized the payment was reversed and credited back to Ms. [redacted] on 8/10.  Typically, these funds will show in a customers account within 5-7 days.  The employee involved...

was a new employee that saw Ms. [redacted] fantastic pay history and just assumed the missed payment was an oversight.  Most of our customers continue to pay as their contract states until the insurance check is received to ensure their pay history stays positive.  We addressed this with the employee immediately and corrective action was taken.  The insurance check was received.  There is still a balance of $1700 that Ms. [redacted] is responsible for.  JD Byrider will eliminate this balance with a new purchase or Ms. [redacted] can continue to pay until the account is paid in full.  Ms. [redacted] has been a great customer and we hope to hear from her soon to help her replace her wrecked vehicle.  We have been leaving messages to let her know we reversed payments and status of the claim but have yet to receive a return call.

Sorry for the delay in our response.  We...

never received the first notification of the concern.  Thank you for the 2nd notice. This response is in reference to Ms. [redacted] concerns.  I believe her main concern is her payment history reported to the credit bureau.  She believes we should be able to go back and change her reported pay history on the credit bureau.  As most understand, this isn't possible.  Ms. [redacted] took her vehicle out of state and ceased all communication and payment with our office for over 5 months.  In this time her account became extremely delinquent and was thus reported to all credit bureaus correctly.  We worked diligently to get Ms. [redacted] to communicate with us and she simply would not.  After over 5 months she did re-engage with us.  We did offer Ms. [redacted] a fresh start and after she re-established consistent pay we "reset" her delinquency from over 3 months behind to current and 0 days delinquent which was also reported from that point in Dec of 2016 until she again stopped paying after an accident in the vehicle in October of 2017. We pride ourselves in giving customers the opportunity to improve their credit with on time payments we report each month to all 3 credit bureaus.  In Ms. [redacted] case, she simply did not do this.  Thus, all credit reporting is accurate and cannot be changed.  Ms. [redacted] will most likely have a small balance owed on her account after her insurance pays the claim.  If she could please contact us to make arrangements on this balance.

This writing is in response to Ms. [redacted]'s concerns.  Ms [redacted] bought the vehicle in Aug of 2017.  At the time of purchase we paid for an interpreter to review all closing documents with Ms. [redacted] to her satisfaction.  The level of detail involved with the documents warranted this....

 Since then, her first request for an interpreter was today.  We feel we can resolve this in writing back and forth with Ms. [redacted].  We inspect every vehicle we sell with a focus around safety and drive-ability.  However, we cannot predict what will happen over the course of driving and ownership for a customer.  After purchase we repaired a door latch, window regulator, replaced a gas cap and replaced a couple lug nuts.  None of these items were covered under warranty but was done free of charge in the spirit of great customer service at a cost of over $500 to us.  We didn't hear of any additional service concerns until 11/8/17.  Her concerns were the trunk button not working, heat, and cruise control.  We have never been told that the trunk opens automatically and have not seen this to validate the concern.  Ms [redacted]'s warranty covers alot of major components.  It was made clear in closing that heat and AC are not covered items.  Cruise control isn't either.  We again went above and beyond our obligation and replaced the heater control valve at no cost(not a covered repair) to repair her heat concern. We offered to split the other repair cost with Ms. [redacted]. Her portion would be $72.  This is again, more than fair for repairs that don't affect safety or driveability.  Maintenance is part of owning a vehicle.  We do not imply that our warranty is bumper to bumper in any way.  It is a great warranty, but not bumper to bumper.  We do guarantee to do any repairs at a zero profit on parts and an extremely reduced labor rate of $45/hour.  This saves our customers alot of money over the course of ownership.  Ms. [redacted]'s request to simply switch cars is not warranted.  To our knowledge, the vehicle has been mechanically dependable since purchase as over 8000 miles have been driven in 3 months. She made a commitment to this vehicle and loan and we expect her to honor it. She is not renting or leasing this vehicle.  It was a purchase. We feel we have honored our obligation by repairing items that should have been her responsibility free of charge.  Ms. [redacted] will have to participate in repairs of her vehicle.  We will continue to give Ms. [redacted] great customer service in light of her passing notes to customers in our lobby disparaging us as a business.  Please have her contact [redacted] in Finance or [redacted] in Service at the Springfield store to be provided all her options.

Initial Business Response /* (1000, 5, 2015/11/18) */
As a company, JD Byrider takes Customer Service very seriously. This is why we include a 3 year, 36,000 mile warranty with every vehicle we sell. The vehicle sold to Mrs Gregory was titled in both buyers names and is secured by CNAC. In...

accordance with Missouri Law the lienholder can hold the title if they apply for it on behalf of the customer. CNAC paid and financed the customers sales tax, therefore CNAC applied for title and has it secured in their office until the loan is paid in full. In reference to the mechanical concerns, Mrs Gregory moved to New Mexico immediately after purchase and then moved to Oklahoma without notifying CNAC of the move. The customer had moved over 4 hours from the dealership. We can't control where a customer moves, but we did provide several options to the customer to get the vehicle to the nearest JD Byrider in Texas or back to Springfield, MO to address his concerns. We also provided them the option of having the repairs done locally and being reimbursed by us for the amount that it would have cost us to do the repair. The vehicle has since been picked up by JD Byrider and brought back to the Springfield store for repair. Concern has been resolved successfully for both parties.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)