Consumer complaint received 2024-03-05 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Byrider Franchising, LLC
State: OH

Complaint narrative:
Hey, hello good afternoon My vehicle has been in repair every month or every couple months since I have brought the vehicle from the XXXX XXXX XXXX on XX/XX/XXXX that had shut down couple days after buying the car from them I went there one time after buying the car to looking at my brakes for free because they told me anything I said that was wrong with the vehicle upfront they will covered so I had said my brakes because they were grinding and my tail light because it was out, they put a burned out one the day I took the car home.The brakes they didn't even do because they were saying they didn't need repaired. Not too much I get the regular maintenance but it is beyond that at this point when your car has spent most of its time at the dealership and me having no transportation walking places when I have a vehicle, I am paying more than it's worth and you guys knowing that instead of telling me this isn't the place for me to just start out being XXXX XXXX XXXX female with no credit is insane. 

Not even a month of having the vehicle I had called them because the check engine light came on XXXX XXXX. Went there for an appointment.They told me it was the Intake manifold and the runner control was stuck but before I had brought the car to its appointment it hardly started for me. They weren't able to do anything so had to reschedule to XX/XX/XXXX because they weren't able to do it. Mind you, that's 9 more days to wait on my car not working properly and plus when my engine light came on, the tire light was on, constantly put air in them but it was still on, took it to them on XX/XX/XXXX. They said all my tires were low and just needed air but when I had left they were still losing air and just ended up getting new tires myself and I found something in both front tires.But Byrider did the same thing I said i did, must of thought I didn't know what I was talking about when I said they kept losing air after putting air. 

Through the time until now was all regular stuff to get done on a car bur not even a year later of getting the car in XXXX, I had a Check Engine light come on again XXXX XXXX, I have a paper where I got my cars engine light code read and the code was XXXX Camshaft sensor position-timing over advanced or system performance Bank 1 calling them to get appt had got nothing back from them no calls Wasn't driving this car with everything was going on and being scared to drive it with fear of it acting up or problem getting worse. After a month of not having a car I was just going to drive the car to them because they weren't going to tow it but by that time the engine was done it wouldn't even start I had it towed to Byrider. 

XX/XX/XXXX, My car was towed to Byrider and I was calling to see if they received my car from the tow truck people and make sure they got my keys and ask if they have an update on the car.They basically told me everything underneath the hood needed to be replaced, named off a bunch of stuff and said they would let me know more after they get done looking at it a little more at everything. I have recordings of phone calls also so they can not say they didn't say it. My Car stayed there until XX/XX/XXXX the transaction was made at XXXX XXXX. That whole time there was no update on my car it was just me calling Byrider repeatedly because they dont answer half the time trying to figure out what's wrong but they ended up putting two different ENGINES in my car going on third now but yea that's regular maintenance for a used car let 's be fr Byrider. 

Not even a couple weeks after it was back it started to have issues, my car started acting up when I was going to get some food and my car literally started and turned off after trembling a few seconds and the check engine light came on and the oil light and the battery light at that point I just turn my car off and went back inside called Byrider XXXX XXXX I, XXXX was not sure if I should bring the car there because I had Body Work that needed to be done and it was already scheduled XXXX XXXX before my car started acting up again. With that being said I wasn't sure when the repair would be finished so I let them know that. My body work needed to be done before they kept the car for another month or so plus I wanted to get it done since it took several weeks to get on schedule. 

I had an appointment with Byrider XX/XX/XXXX after several attempts to cancel the appointment because the car was in the body shop and left messages and got no confirmation back. 

Friday XX/XX/XXXX I got a ride to go there in person because I haven't got nothing back because they were not responding told the guy that usually in the back the car was still in the body shop and I am not sure when it will be ready and I was trying to calling and cancel and got nothing back he apologize and he will schedule me for XX/XX/XXXX because that the earliest they have and I can just bring it it whenever because if its a drop off or it gets towed in they look at it sooner so I thought that was cool.I told him as soon as its finished at the body shop I would tow it there because I didn't want to drive it with it being in that shape of fear of being stranded on the side of road being a young female I was not for it. 

Thursday XXXX XXXX XXXX XXXX- I dropped off my car by tow truck to Byrider, followed the driver in and went in to talk to them and made sure the driver gave him my keys. He came out, said he got the keys and car and told me they will get it looked at. All day today on Friday XX/XX/XXXX I called to check and didn't get anything back. 
I have been getting rides to and from work from friends and family for weeks. It's just very inconsiderate. I feel like because they take their sweet time and give the customer no update on their car. I really just want them. It has been the thing all along the engine like come on I get the regular maintenance but it's beyond that you guys have to see and to just have me as a customer keeps going through the XXXX Just something has to be done. It is draining for me to keep doing the same thing with my car. You guys can say I got a Used Car for almost XXXX but only worth XXXX according to the bluebook come on and it going to have regular maintenance totally get that but for engine to be done 3 times and you have had other issues on it where you had to do all this waiting for appointments and when you do go to nothing done right so you ended up having to come back. That's the part that makes it no longer a regular thing. It's not regular maintenance when my engine light comes on more than 3 times in a month. As far as I know, the Byrider owner and XXXX insurance are closely affiliated.

Company response to consumer: Closed with explanation