J. D. Byrider - Corporate HQ complaints

In the case of Mr. Mounchili, complaint number 99038806, we have investigated the matter with the full cooperation of Byrider. Mr. Mounchili filed a complaint regarding mechanical issues he is experiencing. Mr. Mounchili and Mr. Mfut purchased a 2012 Acura MDX on MMay 22, 2024 from our Byrider dealership on Dundee Avenue in East Dundee, Illinois. They also purchased an optional service agreement effective for 36 months or 36,000 miles, whichever occurs first. Mr. Mounchili has put 19,251 miles on the unit since his purchase. While we understand that dealing with any service issue may be frustrating, a pre-owned vehicle, like any other mechanical device with moving parts, will require routine maintenance and periodic repairs to ensure its continued use. Prior to his engine replacement in July, Mr. Mounchili had three oil changes (October 2024, December 2024, and February 2025) and did not report any mechanical issues during these service visits. On July 15, 2025, Mr. Mounchili's engine was replaced at no cost to him, as the repair was covered by his vehicle service contract. Mr. Mounchili inquired about future service visits due to his planned relocation to New York. He was informed that Byrider does not have locations in New York and that he would be responsible for transporting his vehicle to the nearest Byrider service department for any future repairs should he relocate. It was also reiterated that Byrider does not provide towing services or rental vehicles, a fact he was informed of during his contract closing. Mr. Mounchili informed us a week after his engine replacement that he was experiencing issues. He was instructed to contact the service department to schedule an appointment. At this time, we had no knowledge if he was still located in Illinois or New York. It is important to note that Mr. Mounchili's contract terms require him to provide us with a current address in the event he does relocate to New York. At all times, Byrider has honored the service contract and made good faith efforts to resolve Mr. Mounchili's mechanical issues. If he is still experiencing mechanical issues, he will need to call the service department to schedule an appointment to have the vehicle diagnosed. Byrider is committed to upholding the 36-month, 36,000-mile service agreement for Mr. Mounchili's vehicle. This contract covers all eligible repair costs. As we stand by the terms of this service agreement, we are unable to release Mr. Mounchili from their contractual obligations.

Read More

Read More

In the case of Ms. Cofield, complaint number 99037302, we have investigated this matter with the full cooperation of the franchise-owned Byrider. Ms. Cofield purchased a 2020 Jeep Compass on October 22, 2024 from the Byrider location on Rivers Avenue in North Charleston, South Carolina. The purchase included a 24-month, 24,000-mile service contract, whichever comes first. Byrider has written policies and procedures that govern our sales and underwriting processes. The terms of the retail contract, including the payment amount, annual percentage rate and total sales price were fully disclosed to Ms. Cofield both in writing and verbally prior to and at the time of closing. Ms. Cofield reviewed and signed the Retail Installment Contract which secured her vehicle purchase. The interest rate disclosed was within applicable state limits. All closings are conducted and recorded through Secure Close to ensure consistency and proper disclosure. Following Ms. Cofield's initial complaint in December, Byrider acted in good faith to address her concerns. As a gesture of goodwill, we extended her service contract by 6,000 miles. Most recently, Ms. Cofield's vehicle was inspected at our Charlotte location and subsequently referred to a local repair facility that specialises in transmission related issues. Although the recommended repairs were not covered by the service contract, Byrider agreed to cover the full costs of repairs, which were completed on or before June 2nd, as agreed. While a refund is not an available option, we remain committed to assisting Ms. Cofield with resolving any remaining concerns. We encourage her to contact our General Manager, Audrea Perry, to explore further resolution options. As Ms. Cofield has since moved outside our service area, the responsibility for transporting the vehicle for inspection and repairs lies with her. However, in the interest of continued support, Byrider is willing to share costs to allow us the opportunity to inspect the vehicle. We have been quoted $528 and are prepared to cover half. Ms. Cofield would be responsible for paying $264 upfront and we will cover the remaining balance. Audrea Perry contacted Ms. Cofield upon receiving this complaint to discuss her service issues. Ms. Cofield has an appointment scheduled for July 16, 2025, at the Charlotte location. Ms. Perry has offered to pay for Ms. Cofield's Uber ride home after dropping off the vehicle and has requested an update on the diagnosis once it's complete. Byrider strives to achieve the satisfaction of every customer. We apologize for any inconvenience this mechanical issues may have caused, and we value Ms. Cofield as a customer. We look forward to our continued relationship.

Read More

Read More