Consumer complaint received 2025-05-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: Byrider Franchising, LLC
State: PA

Complaint narrative:
XXXX XXXX on XXXX XXXX in XXXX I feel unlawfully repossessed our vehicle after we attempted multiple times to contact them regarding payment. Vehicle purchase XX/XX/year> from the start the vehicle had issues and was in the shop 4 times we didnt have the vehicle for very long and due to the consistent issues we had with the vehicle it caused us to miss work XXXX payment was made on XX/XX/XXXX as that was the second payment manager XXXX XXXX XXXX XXXX said due to us not having the vehicle for almost an entire month due to it in and out of the shop they sold us a XXXX car and they new it XXXX the manager stated that due to the issues he would talk to finance to work something out with them so that we would make a lower payment for XXXX due to the ongoing issues we had with the vehicle one of which being a recall that they never fixed prior to selling us the vehicle so the issue is still persisting until said recall parts could come in and be replaced. Saturday XX/XX/XXXX 3rd the finance department called us for payment and my fiance stated that we would not be able to make the full second XXXXXXXX XXXX  payment and stated that XXXX said he would talk with you guys to work something out we were told wed get a call back and never did so we tried calling them mind you we have consistently tried to get ahold of the finance department inside of XXXX since the day after we purchased the vehicle which was XX/XX/XXXX. We had never gotten ahold of them and there is no voicemail system set up for us to leave a message for them to return our call so we would leave messages with staff and they would never get to finance. XX/XX/XXXX was the one day we spoke to someone and they said they would call back not even a week later on Friday the XXXX my fiance went to go leave for work only to find out that they had repossessed the vehicle without any attempt to get ahold of us and follow up with the phone call from XX/XX/XXXX mind you we tried calling them all week we both work jobs so we would call any time we had the chance to. We finally got ahold of someone on Friday after over 50 plus attempts to contact them to figure out why they took the car cause we were refusing payment we stated we could only pay a partial amount until this following Tuesday when my fiance had a bigger check mind you his previous one was low due to missing work because of the consistent issues we had with the vehicle. We told them that we were willing to pay but they never answer there phones nor called us back so we had intended on physically going up there to figure out why no one answers the phone. The fiance company told us prior to purchasing vehicle if we were to need to move the payment all we had to do was call conveniently enough the gentleman XXXX in fiance says he never said that and said that he never got any of our calls. I have all the call log records. They told us the only way to get the vehicle back was to pay off the loan entirely and they refused to work with us when we werent even a whole week late on a payment that we attempted to contact them to make

Company response to consumer: Closed with explanation