Consumer complaint received 2025-03-15 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Notice to repossess
Company: Byrider Franchising, LLC
State: AR

Complaint narrative:
Complaint Against Byrider ( CNAC ) Unfair Practices, Coercion, Vehicle Repossession, and Miscommunication Date : XX/XX/XXXX To Whom It May Concern, I am writing to file a formal complaint against Byrider ( CNAC ) for unfair business practices, coercion, failure to honor warranty coverage, and improper vehicle repossession. Despite claims that we abandoned the vehicle, the facts show that Byrider acted improperly, and without proper communication, and allegations that we abandoned the vehicle, Below is a detailed timeline of the events leading to this situation. 

Background and XXXX of XXXX : XX/XX/XXXX : We purchased a vehicle from Byrider, financed through CNAC, under the expectation of receiving reliable service. 
XXXX - XX/XX/XXXX : The vehicle had recurring mechanical issues, including the replacement of XXXX alternators, a battery, and several visits to an electrical shopall while under warranty. Despite these repairs, the same problems persisted. 
XX/XX/XXXX : After continued issues, the vehicle lost power while driving home, signaling that the problems were not properly addressed. 
XXXX - XX/XX/XXXX : The vehicle continued to have serious mechanical issues, including overheating and power loss. Byriders service department refused to properly inspect or repair the vehicle, forcing us to tow it over XXXX miles to their facility. They returned the vehicle with no resolution, claiming it was fine, even though it continued to malfunction. 
XX/XX/XXXX : Despite our repeated attempts to resolve the issues, Byrider continued to claim that the vehicle had no significant problems, while we experienced frequent breakdowns and the vehicle remained unreliable. 
XX/XX/XXXX : The warranty expired, and Byrider informed us that any further claims would not be honored under warranty. 
XX/XX/XXXX : The vehicle stopped working entirely. We made CNAC aware that we were waiting for Byrider to repair it before we could resume payments. 
XX/XX/XXXX : XXXX diagnosed the vehicles issue as a transmission failure, quoting {$3000.00} in repair costs. However, given the history of issues, the vehicle was no longer worth the money owed. 
XX/XX/XXXX : We discovered that Byrider had placed a no work order on the vehicle. In XXXX, XXXX XXXX from XXXX XXXX department claimed she had spoken to CNAC and that a solution was offered by CNAC, but this solution was not accepted by the General XXXX of Byrider. 
XX/XX/XXXX : Without prior warning, Byrider repossessed the vehicle, claiming we abandoned it. They also stated that the vehicle had been auctioned off. We were never informed of this repossession in advance, nor were we given tracking information for any supposed notification letter.

Byriders allegation that we abandoned the vehicle is misleading. While we did discuss with Byrider the possibility of returning the vehicle voluntarily, this was a contingency based on the vehicles issues being unresolved and the potential cost of repairs. Our decision to return the vehicle was not made lightly and was never an abandonment of responsibility. Instead, we expressed our willingness to return the vehicle only if Byrider could not fix the issue or determine whether repairs were cost-effective.

At no point did we abandon the vehicle. We were actively engaged in communication with Byrider and were prepared to either resume payments after the vehicle was repaired or return the vehicle if repairs were unfeasible. 

The repossession took place without adequate communication, and we were unaware of the no work order placed on the vehicle. The vehicle was repossessed without proper notice, and there was no opportunity for us to resolve the situation as we had planned. 

XXXX XXXX vs. Contractual Terms : Although our contract specifies that one missed payment can result in repossession, we had already missed several days of payments when we were told the only condition in getting the vehicle back was if we became current on the vehicle, which we agreed and continued to have this communication well into XX/XX/XXXX. We had a verbal agreement with Byrider to halt payments while the vehicle was being repaired, with the condition that we would need to become current on payments before we could pick up the vehicle once the issues were addressed. Byrider did not claim at any point that the vehicle would be repossessed due to missed payments as long as we became current before picking it up.

However, when Byrider discovered the transmission issue, they placed a no work order on the vehicle and repossessed it without proper communication. Despite their claim of sending a letter, we never received any notification, and no tracking information was provided for the letter. 

Coercive Settlement Offer : On XX/XX/XXXX, I received a message from XXXX XXXX, the XXXX at Byrider in XXXX, AR, offering to settle the debt if I removed my negative reviews and complaints : If you remove your XXXX XXXX review XXXX as well as all other negative social media posts, BBB complaints, Attorney General complaints, etc., I will accept the auction proceeds as payment in full for your account. This means you walk away from the {$6300.00} balance that you currently owe to CNAC, and your credit will be reported as Paid in Full. 

This message is a clear attempt to coerce me into removing legitimate complaints in exchange for settling the debt. This is not only unethical but also illegal under Arkansas XXXX and Deceptive XXXX Practices XXXX. 

Repossession Without Proper Notification : The repossession of the vehicle occurred without proper communication. We were not informed about the repossession, and Byriders claim that they sent a notification letter is falseno such letter was received, and no tracking information was provided. When we went to retrieve our belongings from the vehicle, we discovered that it had already been repossessed. We were never given the opportunity to become current on payments or resolve the situation as per our verbal agreement. 

Request for Investigation and Resolution : I request that the Consumer Financial Protection Bureau ( CFPB ) investigate Byrider ( CNAC ) for their unfair business practices, failure to honor our warranty agreement, improper repossession, and the coercive offer made by their staff to remove valid complaints in exchange for settling the debt. 

I would also like Byrider ( CNAC ) to address the following : 1. A fair resolution of the remaining debt considering the vehicles mechanical issues, including failure to properly repair under warranty.

2. A thorough investigation into the improper repossession, including their failure to communicate and their false claims of sending a notification letter. 
XXXX. An investigation into the coercive and illegal tactics used by XXXX XXXX to silence complaints in exchange for settling the debt. 

Thank you for your attention to this matter. I look forward to your response and hope that steps will be taken to hold Byrider ( CNAC ) accountable for their actions. 

Sincerely, XXXX XXXX and XXXX XXXX

Company response to consumer: Closed with explanation