J.D. Byrider

Vehicle: 2005 Ford Escape Limited
Stock Number: BK3942
Purchased: 10/26/2013 @ 125694 Miles
Original Cash Price of Vehicle: $11, 585.00
KBB Trade In Value: $3040.00 - $3823.00 ($8545.00 - $7762.00) (9/24/2015)
KBB Used Price Should be: $5986.00 - $8071.00 ($5599.00 - $3514.00) (9/24/2015)
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Engine Swap Performed: March 2015
Paid: $25.00 (Shop Fee)
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Water Pump Replaced: Service IN: 3/30/2015 Service OUT: 4/10/2015
Paid: $68.01 (Shop Fee + Belt)
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Service Department
Justin Naylor
6/12/15
To: JD Byrider
I am a 3 time JDB customer and had my vehicle serviced 2 or so months ago. Recently in Ohio it has been hot. Well, after my engine was replaced 2 months ago wouldn't you know that the service department did not ensure my A/C was in working order before it was returned to me. Prior to my engine being replaced I had a new radiator and A/C condenser installed (at another shop) and I can verify that my A/C was in fact charged and working.

Is there anything I can do about this? I don't want to be without A/C or my vehicle for any length of time.

Thank you for your time.
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Unable to get my vehicle in for the A/C Issue during this time until: Oil leak and Misfire noticed on or about 7/31/2015
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New Email 8/02/2015 Addressing Previous Email about A/C and to address the Oil leak and Misfire
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Service Complaint
Justin Naylor
08/02/15
To: [protected]@jdbyrider.com, [protected]@jdbyrider.com
To whom it may concern,

I am going to be straight to the point here. I am extremely dissatisfied with my experience with JD Byrider's service department located at 15200 Lorain Ave. Cleveland Ohio 44111.

Earlier this year (I believe it was February or March as I can't find my service order) I brought my vehicle (Purchased 10/26/2013) in to have my engine replaced. Another shop/friend of mine told me my camshaft bearings were going so I had roadside service tow it to JD Byrider for confirmation. The service department then called me and said "We can't find anything wrong with it. The vehicle has been running fine" So I asked "Have you driven it?" the response was "No" so I told them to drive it to Kamm's corners and get back to me. (Driving it would heat the engine parts up and make the bearings expand upon which the engine would no longer have oil flow resulting in the engine sounding like a diesel because of friction) Service called me and said "looks like you need a new engine". It took them almost 3 weeks to do the engine swap. (In the defense of the service department they did have 4 other vehicles that also needed engines before mine so I can understand some of the delay) When it was all said and done me and a friend (Whom knows about cars more so than I do) asked the service manager "Did you replace the spark plugs/coils/wires?" Which we got the reply of "Yes, we changed them" (They visibly were covered in dirt/grease from sitting in the junkyard so that was an outright lie. I had my vehicle home for a short time (a week or less) and the driver's front of the engine would squeal on cold startup. Another call to the service department. "My engine is squealing, I think it may be the water pump" "Well bring it on in and we will look at it" I dropped it off that afternoon and it was checked over "Sir we can't seem to find anything wrong" "It only does it on a cold-start so you will have to let it sit over-night and see if it does it in the morning" The next morning "Yep sounds like your water pump" (You see a pattern here right? Why do I have to tell an ASE certified mechanic/service manager how to do their job?) The work order I have for the water pump, belts, water leaks ect is - Service in 3/30/2015 - Service Out 4/10/2015 (So it took 10 days to do my water pump) Now as a back story to all of this, When I first got my vehicle in 2014 and did my first oil change at the manufactured recommended mileage of 3000 miles (assuming that the engine had conventional oil in it) and after that oil change there was a slight ticking in the engine. I informed the dealership at that time and was told "Bring it in and we will look at it" I did and they told me "We ran some ""cleaner"" through it" I started it up and the "ticking" was gone... at least until the time I got home. By the time I drove home it sounded exactly the same as when I brought it in. (So in hindsight, That "ticking" was likely the bearings going bad even at that time. Whatever was in the oil when I bought it kept it quiet but when I did my oil change whatever was in the oil was removed and the "ticking" showed itself at that time)

Fast-forward to a couple months ago when the weather got warmer. I turned on my Air conditioner and to my surprise Warm air came out of it. I proceeded to check the pressure, Hmm no pressure in the cooling system. I then purchased a can of refrigerant at O'reiley's for $29.95 (I believe it was) and re-filled the cooling system. Still warm air, which means when my engine was swapped the cooling system was never evacuated and refilled. (Mind you that I had just had the A/C condenser replaced and the A/C evacuated and recharged and it was working fine before the engine swap.) (I realize A/C is not covered by my warranty but if it was working prior to having the engine swapped shouldn't it work after as well?) I called the dealership and got the usual "Bring it in and we will look at it" It was at that time that my workplace experienced an influx of work and I have been unable to take my vehicle up there thus far. (Which is fine I guess because...) about a month ago My check engine light would come on and my vehicle would idle rough on cold starts, the engine code coming up is for Cylinder 1 misfire (Remember those spark plugs/coils/wires we asked about when the engine swap was done?) Now this last week I have notice it is leaking oil from the driver's side front corner of the engine. (I can't see the exact spot but it looks a lot like the area of where the engine block meets the transmission. (Meaning when I schedule this to be done the service department will have to have it for a minimum of a week. If the seals/gaskets are to blame the engine will have to be removed and separated from the transmission to replace them. On top of the other work needed.

So that means in the three weeks the service department had it for the engine swap and ten days for the water pump, that is a Month I had no vehicle. Luckily I had a friend that let me use their "spare vehicle" in that time to get to and from work and to pick up my daughter on weekends. I no longer have that vehicle available to me.

The next round of service will be a week minimum though I could see it easily stretching into two weeks. If this is the case and I'm sure it will be, I would like to propose JD Byrider to at the very least provide me a rental or another vehicle during the time that mine is being repaired. I feel it is justifiable of me to ask this of JD Byrider due to the length of time I was without my vehicle already and due to the length of time you will next have it coupled with the fact that the oil leak and misfire could have been prevented by the service department.

If and when my vehicle is to be serviced I would like to request that it NOT be serviced by the Lorain Rd. Location. I would prefer anywhere but there.

The other resolution to this issue and the issues I'm having with my vehicle is for JD Byrider to find me another vehicle and to take my 05 Escape back.

However, if this is the case I would be willing to pay another three years on it, with the same warranty I have now (3 years/36000 miles) with the same or lower payment ($360.00 monthly) but only if it is a generation 2 escape 06-12 (before they went to the newest body style) or an 07 or newer Jeep Wrangler 4 door (Ideal).

I have provided you with the details of my service history on my vehicle and of my acceptable resolutions. I hope we can come to a suitable agreement on this issue. (This is my third vehicle through JD Byrider and by far my worst service experience thus far)

Sincerely,
Justin Naylor
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In response to 6/12/2015 and 8/2/2015 Emails + Oil leak and Misfire noticed on or about 7/31/2015

Service IN: 8/3/2015 (Placed in JD Byrider System)
Service IN: 8/12/2015 Service OUT: 8/14/2015
*Oil Leak (PCV Valve Area)
** PCV Replaced
*Misfire Cylinder #1 Codes P0301 and P0316
** Replaced Coil and Plugs
*A/C Blowing Hot air
** Recharged A/C Freon

Service Performed: Replaced PCV Valve, Recharged System
Paid: $67.68 (Cost of A/C Freon) (Paid for but was just done Prior to engine swap and I shouldn't have had to of paid to have it recharged)
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Dropped off to JD Byrider: 8/12/2015 - First Rental (2015 Ford Fusion)
Service Completed: 8/14/2015
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8/20/2015 : Oil leak and Misfiring again
8/27/2015 : Physically went to dealership service department to complain about continuing Oil leak and Misfire
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Dropped off to JD Byrider: 09/02/2015 - Second Rental (2014 Nissan Cube)/(2014 Hyundai Sonata)
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Service IN: 8/27/2015 (Placed in JD Byrider System)
Service IN: 09/02/2015
Service OUT: 9/10/2015
*Oil Leak (PCV Valve Area)
**Water Condensation in Exhaust Pipe, Resonator Changed (I was verbally told the resonator was clogged/obstructed so it was replaced)
**Sent to Sublet Shop
*Misfire Cylinder #1 Codes P0301 and P0316
**Sent to Sublet Shop who changed the engine (I was verbally told by the General Manager that there were no codes or misfire detected on 9/22/2015)
Paid: $0 (Service/Shop Fee Waived)
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9/12/2015 - Facebook Update 10:56am
Service was completed Thursday (7 working days later) I was told the resonator was clogged and that the exhaust back pressure was the source of all my problems. I hope this time everything is fixed and that I don't have to see the service department for a long time.

9/12/2015 - Facebook Update 12:32pm
Yeah well that didn't happen. Oil leak fixed (for now) Still misfiring however.

*Note* Both posts removed to re post entire consolidated timeline
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9/12/2015 - Email addressing continuing issues Sent at 12.30pm
*Misfire Cylinder #1 Codes P0301 and P0316
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Service complaint
Justin Naylor
9/12/15
To: JD Byrider
I am writing to you again after having my vehicle serviced because it still has not been fixed properly. I had it in on Monday 8/27/2015 to be repaired for the same thing it was in for less than two weeks ago. (Misfire on cylinder 1 codes P0301 and P0316 and oil leaking from the driver's side front corner of the engine) I spoke with one of the service technicians who worked on my vehicle previously and he said it could be the injector on that cylinder and that they would replace it.

I left and was taken to pick up my rental vehicle. I heard nothing back from the service department until the following Thursday 9/10/2015 when they said it was done.

The cause of the oil leak was a clogged exhaust resonator (likely because of remnants of burned oil deposits from my old engine combined with putting the exhaust on the new engine from the junkyard and it having dirt or debris in it.

The resonator was replaced and I have not seen any oil leaking so far. (It took a week or so to leak last time it was "repaired" so I will keep watching it.)

However upon checking the obd codes after receiving my vehicle back it had pending codes for the misfire again. Then today (Saturday 9/12/2015) the check engine light came on after a cold start and the obd codes of P0301 and P0316 came up.

I have been patient and very forgiving during all the repairs of my vehicle but I'm now at the end of my rope.

I should not have to bring my vehicle in a million times to get it fixed and then a week or two later have to bring it in for the same thing. The misfire was not addressed or touched this time. That shows very poor service in my opinion.

I am done with this.

I think due to the way service has been handled and the repeated inconveniences that this has caused me that JD Byrider should at this point either buy my vehicle back from me at the current amount I have paid into my Financial Obligation minus service deductibles and allow me to terminate all ties to JD Byrider or should allow me out of my current Financial Obligation and put me in a vehicle of my choosing under the same terms as my current Financial Obligation.

This is my third vehicle and never has your service to your customers been worse.
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No response to 9/12/2015 Email was received
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New Email sent on 9/18/2015 at 4:21pm addressing the 9/12/2015 Email concerns due to no response as well as outlining the other existing issues that have been verbally told to several technicians of the course of service.
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Service complaint
Justin Naylor
9/18/15
To: JD Byrider, [protected]@jdbyrider.com
I am resending this email (please see below) was sent last Saturday (9/12/2015) and I have not received any response. (I'm assuming that the email may not have been received.

In addition to the below complaints about service I'd like to add a few things.

In addition to my service complaint of the misfire condition of my vehicle not being taken care of while my vehicle was specifically in for service last time and nothing being done with it. ( I personally spoke with a technician who said that they worked on my vehicle previously and said that the injector probably needed to be replaced) I have on several occasions voiced concerns of a "pop" in my steering (Not addressed, which has been happening since I bought my vehicle) and driver's side wheel "noise" that occurs only at speeds of 55+ (or so) and only when steering to the right. (no "noise" when steering left) which started after my engine swap.

So far the only things that have been corrected are my air conditioning now works (only 1 service appointment to get it working) and my oil leak has stopped (so far. And only took 2 appointments to get that fixed correctly)

-------- Original message --------

See Message from 9/12/2015 Above
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Response after the 9/18/2015 Email Received at 5:17pm via phone:

Phone Call from Bruce the service manager. "Bring it in and we will take a look at it"
I respond with "I need to get my work schedule and I'll get back to you."
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9/21/2015

I get off work early and go to JD Byrider and speak with Bruce.
The conversation that took place consisted of me telling Bruce the problems listed in the 9/12/2015 and 9/18/2015 emails above.
*Misfire still present after service
*Steering "Pop" (Which has been present since original purchase)
*Drivers wheel noise (Present since engine swap)
*Air Bag Light (Now burned out and chiming at every start up and every 30 minutes of vehicle operation. The light was intermittently on since original purchase and finally burned out causing the chiming to start early this year)

It was too late in the day to arrange a rental vehicle that day so I was told to bring it in on Wednesday (9/22/2015) after work which I told Bruce was around 4pm (He scheduled me for 3pm anyways)
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9/22/2015
Service Complaint Continued
Sent: Wed 9/23/15 8:43 PM
To: [protected]@jdbyrider.com, [protected]@jdbyrider.com

To whom it may concern,

I was scheduled for 3pm and arrived at 4:30pm [after driving back from Pittsburgh PA for work] and Bruce was out for an appointment. The Woman taking care of the desk looked up my information and told me she just removed it from the schedule. So she added everything back to the schedule and I inquired about getting a rental car again (as I have in the past few occasions) She contacted the General Manager and he told her he didn't know anything about it and that I would need to speak to Bruce about it. So I walked around to the offices and spoke to the General Manager myself about it. I was pretty much told that I would need to bring my vehicle in one morning and that they could have someone take me to work.
(Firstly that might work if the service department was open at 6:30am when I'm heading to work, but you aren't even open until 8am) [I have taken enough time out of my work schedule because of rental vehicles that were supposed to be ready [I was taken to Rent A Wreck (8/12/2015) and upon arrival learned No one contacted them, and no vehicle was ready] I was then taken to my workplace at approximately 9:15am (I should have been there by 8am, I actually should have started at 7am)
That was the first time a rental was offered / provided. It turned out that they would have to keep my vehicle (as I expected) for a longer time. I was told Enterprise would pick me up after work that day (It took nearly an hour between contacting JD Byrider so they could contact Enterprise and Enterprise actually arriving)

I had that rental for 3 days while my vehicle as serviced.
Rental number two was given to me after my complaint at the dealership service department. (8/27/2015)

[Because we don't even know how long it will take to service my vehicle] Prior to this I was given a rental with no questions asked because the service issues were the fault of JD Byrider. This time however, I was treated very "coolly" almost begrudgingly because of (As it was said to me) "You could have just come back to us or called us if the service performed on your vehicle was not satisfactory, but since you sent an email about it we will not give you a rental vehicle"

So the way I see this I am being told we will service your vehicle on our terms and not yours anymore. (Need I remind you that the continuing misfire on cylinder 1 is still the service department’s unresolved issue) Not to mention the other existing issues that have been brought up.
I will ask nicely one more time, (Not that I feel it will do any good) I would like my vehicle fixed correctly (To the point of having no issues relating to any and all issues I have brought to the attention of JD Byrider and it's service department) and provided with a rental vehicle while my vehicle is being serviced, or JD Byrider can follow one of the other resolutions I have made available to you.
Please also send this email to whomever is at the corporate level above the General Manager of the JD Byrider location at 15200 Lorain Ave. Cleveland Ohio 44111 so that they may be kept in the loop as to the events of what is happening with me and my service experience.
Sincerely,
Justin Naylor