Consumer complaint received 2019-03-22
Company: Byrider Franchising, LLC
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
I bought a car from XXXX XXXX XXXX XXXX XXXX location in XXXX , Texas in XX/XX/XXXX. The first day i drove the car the windshield wipers did not work I call and I wanted to give the car back. They resolved the issue but I was still not happy with the purchase. Or the course of having the car there were numerous mechanical issues that went on like my head lights would not stay on, my speakers would not always work things like that. Now of those things have anything to do with my main issue. On XX/XX/XXXX My car caught on fire after driving over a speed bump in a friends apartment complex. The car was a total loss. I had Insurance through XXXX XXXX XXXX. They filed a claim which was not handled properly to begin with. I provide all my details to a regular rep by the name of XXXX who then passed my info along to XXXX. XXXX was introduced to me as the person who handles insurance claims. I texted pictures of the car an the police reports that were filed at the time of the incident. I also asked for a copy of the insurance claim was filed via text message and i have the texts to prove. XXXX told me that XXXX would send to me after and adjuster as been assigned and it normally takes 24-48 hours. That was on XX/XX/XXXX. I called the office numerous times between XX/XX/XXXX and XX/XX/XXXX. I have the phone records to support and when you call the office it does have a recording that states the calls will be recorded. XXXX along with XXXX a different rep that i spoke to in the office about the claim both told me that once i pay my deductible I will no longer be responsible for the remaining balance on the account. I asked that questions specifically to XXXX and she told me I will no longer owe them anymore money. After I got upset with XXXX for not returning my calls the started to have XXXX call me. XXXX again proceeded to tell me that once i pay my deductible my loan would be satisfied. When she said that I could see that she was giving me the run around on the remaining balance so i asked her to further explain. She said the balance would be charged off I would not owe balance and it would not affect my credit negatively. I requested to speak with her manager and i went in to sit down with XXXX XXXX and XXXX XXXX on XX/XX/XXXX. They issue was not resolved they pretty much said that it was my fault and that I am going to owe the money even tho there insurance department has provided me with the wrong with information for the past month. They also delayed the insurance claim process to prevent me from purchasing another vehicle somewhere else. I had to reach out to the insurance company XXXX XXXX XXXX behind XXXX XXXX back to get the total loss letter from. They never even came inspect the car they deemed it a total loss based off of pictures. I was still in my XXXX mile warranty provided by XXXX XXXX. I did not get into an accident this car randomly caught on fire.I believe there was a mechanical issue that started the fire. And I feel the debt should be settled. They are Scamming out of additional funds. I am prepared to take them to court about it. Someone has to take a stand against these shady car lots doing shady deals taking advantage of hard working people who are already in a bind. Getting a car from XXXX XXXX XXXX was the worst decisions I ever made. Now a car that no longer exists is going to show up on my account as a repo and they still had the nerve to try and sell me another car. Why would i risk me and my child life purchasing a car from them that might catch on fire again.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation