Consumer complaint received 2018-05-15
Company: Byrider Franchising, LLC
State: PA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I have a vehicle loan through XXXX XXXX by rider  in XXXX XXXX Pennsylvania. I am having a lot of trouble with the collection process my payments are due on the fourth and I have a new person that has taken over my loan her name is XXXX she calls and harasses constantly she let me make an agreement to pay on a certain day and then started harassing me two days before that payment was due and I have that on a text message and then she proceeded to argue with me for an entire day through text message. I have a warrantee that I pay through with my car loan that they will not honor the warranty if the payment is late and nowhere does it say that so I have a car that has all kinds of problems which I have told them about six months ago that they won't even look at because she says that the payment was not on time so the warranty can't be used when the payment is on time they still won't let me use the warranty because they say nothing is covered and they want me to have it checked by them but I have to pay for it I had it checked by my own mechanic and he said there's so much wrong with it then I need to just get rid of it. I've been trying to refinance the loan and get another vehicle with another company but they want me to pay so much on it that I still owe {$7000.00} on a car that's only Worth about 2000 and they will not help in any kind of way whatsoever. XXXX also called my family members and she calls my cell phone or leaves messages and text messages up to 17 times a week and that's only when it's been a couple days late. She's been told not to call my family members and she still does she has been told not to call me at work and the message I got was that the only place I can get hold of you I will keep calling there as long as I can get hold of you they're even after I told her not to. I asked if I could make partial payments and they don't except partial payments the one time they did except it they didn't even use it to put against the balance of anything they said that that was extra interest for the 10 days being late on the car payment that I was already paying interest on so it's like they took the interest and added interest onto that again. I have reported her to her supervisor and they have not done anything about it. I had XXXX in XX/XX/XXXX and while I was in XXXX my boyfriend had my cell phone he is not on the loan he is not authorized to answer any questions about the loan he is not authorized to do anything with the loan and she went and told him everything about my loan and how behind I was and that my insurance was canceled when it was not we just switched companies so all in all this company has done absolutely nothing but harass me I have had this loan for about 19 months it has never been late enough to even be recorded on the credit bureau report as being late I pay {$360.00} a month for a vehicle that I can not use. I have told her numerous times about the error messages that keep coming up the engine light comes on the brakes say they need to be serviced the theft deterrent needs to be serviced stability control needs to be service traction control needs to be serviced tires need to be serviced I have had about 11 different error messages in the past two months of which 4 showed up six months ago which I have told her about and they just refuse to do anything except harassed me about the payments I'm trying to get rid of the car but nobody will even lend me any money to get another car because my balance is so high on a vehicle that isn't worth it so nobody will give me another vehicle.

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