Consumer complaint received 2025-11-20 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: GA

Complaint narrative:
I am filing a complaint against CNAC regarding an auto loan for a XXXX XXXX XXXX XXXX purchased from XXXX in XX/XX/XXXX. I believe I was sold a vehicle at an inflated price, with a costly warranty that has not provided the promised benefit, and CNAC is continuing to demand payments on a car that is unsafe and has not been repaired. 

The vehicle had XXXX miles at the time of purchase. The vehicle was sold for approximately {$9000.00}, but CNAC financed over {$15000.00} including fees. I was also charged {$2500.00} for a warranty/service agreement that was heavily promoted as offering affordable, in-house repair support. This warranty has provided no value, and I now believe I was price gouged and misled during the purchase. 

On XX/XX/XXXX, just weeks after purchase, I reported that the vehicle was slipping gears, losing power, and not catching gears. A Byrider service representative confirmed over the phone that it appeared to be a transmission issue. I delivered the vehicle for repair and it remained there approximately 5 days. When I returned, I was told a XXXX had re-diagnosed the issue and it was no longer the transmission. No written repair documentation was ever provided, and the original issue continued unchanged. 

From XXXX through XX/XX/XXXX, I brought the vehicle in for service * * XXXX times * *. The car spent a total of at least 1617 days in the dealerships possession. On XXXX occasions I was told they did not even have a certified mechanic available to look at the vehicle. At no time did I receive repair receipts, diagnostic reports, or written confirmation of work performed. The vehicle remains unsafe to drive and continues to have the same mechanical failure. 

Because the vehicle was repeatedly unusable, I had no choice but to rent cars at my own expense. I spent approximately {$1100.00} in rental fees, which should have been covered under the warranty/service contract. Byrider denied reimbursement, claiming the issue was not covereddespite never diagnosing the problem correctly. This left me paying for the loan, paying for repairs that never fixed the issue, and paying for alternative transportation while the vehicle remained unusable. 

I contacted CNAC to explain the situation and request help. Instead of working toward a resolution, I was told I could voluntarily surrender the vehicle and CNAC would recover their losses on the back end. I have made every loan payment on time and have fulfilled my obligations. Being pushed toward repossession while the dealer is unable or unwilling to repair the vehicle is unacceptable and financially damaging. 

I believe CNAC and Byrider engaged in unfair and deceptive practices due to : Selling a vehicle at an inflated price that could not be repaired Charging {$2500.00} for a warranty that has provided no benefit Failing to supply required repair documentation Denying reimbursement for rental expenses without a valid diagnosis Continuing to demand full loan payments while the vehicle is unsafe and unusable I am requesting the CFPBs assistance in obtaining a fair resolution. I am seeking : 1. Cancellation of the retail installment contract due to failure to provide a functioning, repairable vehicle 2. Refund of my down payment 3. Reimbursement of approximately {$1100.00} in rental expenses 4. Prevention of negative credit reporting while this dispute is under review I have documentation including rental receipts, emails, and call recordings of service staff confirming the original diagnosis. I am prepared to provide any records requested.

Company response to consumer: Closed with explanation