ComplaintsforEarth Auto Credit, LLC

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I purchased our 2013 ford Taurus from byrider in 2021. We purchased insurance through the CNAC with them as well. We payed a car note every week 115 for the car and 20 for the CNAC insurance through them. On December 2nd, 2023 my husband, my child and I were in a car accident where the other person side swiped us and totaled the car out. The sheriff determined it was the other drivers fault. We only had liability insurance since we opted to go through CNAC with byrider, incase something where to happen to the car it would still be insured through them. I called byrider Monday December 4th, to notify them of the situation. I was told to email pictures of the car, and the incident report to the representative ******* I did so. On December 5th, I emailed him again because I did not get a response from him the day prior. No response to that email either. I called on December 6th to follow up on the emails. I was met with an attitude via phone call from *** * *****, stating that if they need anything they would call, I don’t need to be calling them asking questions. I let some time pass and still haven’t heard anything from them so I emailed mr ****** again on December 27th stating our insurance claimed there was an outside claim for the car that has been settled. No response to that email as well. I called them on December 29th, and was transferred over to CNAC and was hung up on. I have tried to reach out to Byrider and see what is going on. From my understanding since the car was totaled out they wrote it off, yet they are still trying to charge my husband and I for a car that is already written off. If we are still liable for this car that is fine, but the lack of communication on their end is unacceptable.

  Business response

  01/09/2024

  CNAC did receive an insurance check from American Risk Services. The check has been applied to the balance and the remaining balance has been reduced to zero. The account has been reported to the credit bureaus as paid in full. There is no balance due on this account and it has been reported as such.

  Business response

  02/12/2024

  It is the policy of CNAC to report any account which was paid by insurance as paid in full. An insurance check was applied on 01/09/2024 to this account and the deficiency was reduced to zero and reported as paid in full. There are no notes from our office showing that this customer has been contacted since 12/26/2023. The account shows as paid i full and is closed as of 01/09/2024. No one for our office has contacted anyone regarding payment and will not in the future. 

  Customer response

  02/12/2024

  
  I understand that, which is totally acceptable. What I don’t understand is why is it showing up on my credit report as a charge off/collection. In January the account was paid off and closed but now it is showing up as something different. If you all are not responsible for that then I sincerely apologize but as of now it’s stating that it is from CNAC. I’ve only dealt with CNAC through you all.  
  Sincerely,
  
  ******** ******

  Business response

  02/12/2024

  I have gone onto E-Oscar credit reporting and reported this account as paid in full and not charged off. Please check your credit report in a few days and you should see that it has been resolved. 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from Byrider in Monroe, LA on february 1, 2022. Since purchase There have been several issues with the car including the computer system. Byrider claimed it wouldn't do any damage. Also Byrider charges a 20% APY on top of full price for a car that was used and has been wrecked before. They showed me a CarMAX report stating the car has never been wrecked. But my father in law who is friends with a mechanic noticed that there has been wreck that was never reported. Which means that when the car was sold to me they were not honest on their reports. My car is only worth $2000 and I was charged $15500 for financing the car. at the time I misunderstood and thought full amount was 15500 including the APY which would make sense. on top of that everything They fix my car it comes back with another issue. I either need an exchange on a car for a lower price, a Price arrangement, or need my car completely fixed.

  Business response

  05/31/2023

  Attempts have been made to reach *** ** ** **** on 5/22/23 at 2:48 p.m., 5/23/23 at 9:47 a.m., 5/24/23 9:45 a.m., and continuing.  Texts were also send dating back to 5/24/23 to no avail.  

  With regard to her contract price, interest rate, etc., we are required to present the TILA before any documents are executed that goes over the entire cost of financing.  The customer is not obligated to proceed if they do not agree to the terms.  During the actual contracting, *** ** ** ****, signed the contract as well as the buyer's order which discloses all finance information.  At any point during contracting, the customer has the opportunity to cancel the transaction.  She did not elect to cancel any of the process which we have a video copy of her doing the transaction both video and audio.  There also is a form signed during closing that the customer acknowledges third party service providers such as Carfax is the provider of their report and not owned or controlled by Byrider.  It further states Byrider has not verified nor is responsible for the accuracy or completeness of the history report as we know not all incidents may be reported.  This is just an additional measure we take by providing this report to help us identify issues that may not be recognized.  Our honesty and integrity of being in service 20 plus years is what had kept us afloat.  We have never not disclosed auto history reports if we have them.  We give them a copy of what was provided to us at the time of purchase.  

  We unfortunately do not have the option of changing the contractual finance information after purchase.  The value of our "program" is more than the book value of a car as our program offers credit rebuilding by reporting to 3 major bureaus, and included 24 month/24,000 mile limited warranty, limited free oil changes, and other benefits.  

  We would be happy to work on her vehicle, however we have to be able to communicate with her.  It is further our understanding that when the vehicle had this service issue, it was towed further away from our dealership to an unknown location versus being towed to our dealership that was closer.  Finally, for service work to be completed on her vehicle, the account must be in good standing, and currently, and at the time of the issue, the account was not.  She will need to speak with us and we will be glad to proceed to helping her get back on the road.  

  I've attached two pertinent documents based on her concerns.  I do have in our possession call record attempts if that will be needed.  Again, we're here to help keep customers on the road.  Please have her provide us the best method of contact and time and we will establish a plan of action.

  Thank you.

  Customer response

  06/01/2023

  Byrider has been harassing all of my references telling personal information. Under the federal law they are only allowed to contact them to ask how to get to me. They literally broke the law. They have been calling every single person on my reference list telling them every detail of what’s going on. Which is none of their business. I have emailed byrider to tell them I’m doing everything I can and no one responded. I am at the army center every day from 8 to 5 for my pre basic training And not allowed to be on my phone. So atleast they could respond to my emails. But no, they harass my family and people I barely know and tell my personal business. At this point they need to just take their car back and put me on a plan to atleast pay off the car. There has to be some kind of exception since I don’t have a job. Maybe make a settlement offer or something. I just can’t afford this. Due to the job I lost over 6 months ago due to not being able to afford child care for my 3 kids to work.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After being contact multiple times and making appointments here and there my daughter and myself decided to go into ** ******* dealership located in Monroe,LA. We begin the process of getting a vehicle at 10:30a.m.we finished the 1st step and was told we had to wait on the financial decisions so we walked to get breakfast. Being that we where dropped of at the location with the promise of a vehicle. As we where at breakfast I received two calls one from the financial department the other from the sales lady for me to come back and proceed so I did. Once my daughter and myself returned I was given more paperwork to feel out one was regarding 12 references. Everything as far as paperwork and down payment was done again we walked there so the vehicle I was supposed to get I was given the keys for the second time the 1st was to test drive it this time I was told to go insure it. I go do that haveing to put my money on a machine the place didn't have cash on hand , any who I put the full coverage insurance on the vehicle and go back to the dealership once back I contact my brother to come see my new vehicle he shows up be they had it washing it put gas those sorts of things . That's when the financial officer guy comes out and decides he isn't going to give me the vehicle because of one of my references not answering which I don't believe he bother to even contact because he made the statement I had 12 empty slots for references and I then caught him in that lie stating that's impossible my brother whom was standing there was one my daughter was one whom was standing there neither of their phones rang? He then began to say it was because I got aggressive with him ? I again caught him in that lie all of this took place in front of his co workers my brother and my daughter he then told me well he just isn't doing the sale I proceeded to speak of how wrong it was and now I'm stuck with a fully covered vehicle I don't have. The entire incident ended at 3:57 p.m.

  Business response

  07/07/2022

  Business Response /* (1000, 8, 2022/06/21) */ To clarify approval, no one is approved for financing until all stipulations are met. One of those stips that is required for financing is to provide 12 verifiable references. Upon contacting one of the references provided by the applicant, our Finance Dept was informed by them ( in which we have the specific name ), not to include them as a reference. They went on further to make additional comments that we will not share at this time. This, unfortunately happens from time to time, and all we ask is that the customer provides a replacement reference. Ms. ********* refused to provide an additional reference and went on to call that specific customer back on the phone and say this is that person and gave it to our Sales Manager for verification. When our Sales Manager spoke to Finance, Finance had to call back to verify the statement. That reference stated that no, I did not speak with anyone else regarding this. Upon informing Ms. ********* of this, she refused to provide a replacement again which impacted her approval. Again, approvals are contingent upon the satisfaction of stips as required by the finance company. If she had obtained insurance and did not take delivery as stated, we would have been more than happy to have provided a letter to the Insurance Company stating the delivery did not take place, and our general experience has been they will refund any monies paid if it's within a few hours. We would have been more than happy to have delivered the vehicle if all had been submitted as requested. Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩