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Description

New and Pre-Owned vehicle purchasing
Servicing all makes and models
Collision Centers
Detail Centers

BBB Accreditation

A BBB Accredited Business since

BBB has determined that #1 Cochran Automotive meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for #1 Cochran Automotive include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 54 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

54 complaints closed with BBB in last 3 years | 27 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 12
Billing/Collection Issues 2
Delivery Issues 0
Guarantee/Warranty Issues 3
Problems with Product/Service 37
Total Closed Complaints 54

Additional Information

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BBB file opened: August 16, 1965 Business started: 07/15/1957 in PA Business started locally: 07/01/1965
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Pennsylvania Department of State
206 North Office Building, Harrisburg PA 17120-0029
http://www.dos.state.pa.us/portal/server.pt/community/licensing/12483
Phone Number: 717-787-8503
RA-BPOA@pa.gov

Type of Entity

Corporation

Business Management
Mr. Robert Cochran, CEO Mr. Dirk Harper, Director of Fixed Operations
Contact Information
Principal: Mr. Robert Cochran, CEO
Customer Contact: Mr. Dirk Harper, Director of Fixed Operations
Business Category

AUTO DEALERS - NEW CARS AUTO DEALERS - USED CARS AUTO PARTS & SUPPLIES - NEW TIRE DEALERS ALTERNATORS & GENERATORS-AUTO REPAIR AUTO BODY REPAIR & PAINTING AUTO DIAGNOSTIC SERVICE AUTO ELECTRIC SERVICE AUTO INSPECTION STATIONS AUTO REPAIR & SERVICE BRAKE SERVICE AUTO OIL CHANGE & LUBRICATION SERVICE MUFFLERS & EXHAUST SYSTEMS RADIATORS - AUTO TRANSMISSIONS - AUTO AUTO REPAIR - WINDSHIELD, GLASS SHOPS

Products & Services

#1 Cochran Automotive sells the following brand(s): Buick, Cadillac, Fiat, GMC, Hyundai, Infiniti, Kia, Nissan, Pre-Owned (all makes and models), Subaru, Volkswagen

#1 Cochran Automotive offers the following product(s): Charger, Chrysler, Dodge, Ford, Jeep, Mazda, Ram, Viper

Alternate Business Names
#1 Cochran Automotive Group #1 Cochran Chrysler #1 Cochran Dodge #1 Cochran Ford #1 Cochran Ford Chrysler Dodge Jeep Ram Viper #1 Cochran GM MegaCenter #1 Cochran GM of Robinson #1 Cochran Hyundai of Monroeville #1 Cochran Hyundai of South Hills #1 Cochran Jeep #1 Cochran Kia #1 Cochran Mazda #1 Cochran Monroeville Collision Center #1 Cochran Ram #1 Cochran Robinson Collision Center #1 Cochran Subaru #1 Cochran Viper #1 Cochran Volkswagen Cochran Infiniti of Monroeville Cochran Infiniti of South Hills Cochran Nissan of South Hills Cochran Volkswagen Fiat of Monroeville / #1 Cochran Fiat

Additional Locations

  • 110 Route 908

    Natrona Hts, PA 15065 (724) 294-2000

  • 11750 Rt 19

    Wexford, PA 15090 (724) 940-1000

  • 2770 W Liberty Ave

    Pittsburgh, PA 15216 (866) 588-2734 (866) 663-1651

  • 2809 W Liberty Ave

    Pittsburgh, PA 15216 (412) 245-3636

  • 2841 W Liberty Ave

    Pittsburgh, PA 15216 (412) 535-8278

  • 318 Old Haymaker Rd

    Monroeville, PA 15146 (412) 372-8601

  • 3200 W Liberty Ave

    Pittsburgh, PA 15216 (866) 542-3233 (866) 549-8584

  • 4515 William Penn Hwy

    Monroeville, PA 15146 (724) 325-2888

  • 4520 William Penn Hwy

    Monroeville, PA 15146 (412) 349-1700

  • 4520 William Penn Hwy

    Monroeville, PA 15146 (877) 273-4928 (888) 711-3782 (888) 253-3503 (888) 212-0349

  • 4845 William Penn Hwy

    Monroeville, PA 15146 (877) 856-5664 (877) 710-6795

  • 5200 Campbells Run Rd

    Pittsburgh, PA 15205 (412) 788-4444 (888) 899-8417 (888) 473-8832 (888) 568-2652 (888) 613-9144

  • 1
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Professional AffiliationsX
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Types of Complaints Handled by BBB

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  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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Additional Phone Numbers

  • (412) 373-3333(Phone)
  • (724) 294-2406(Phone)
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Additional Email Addresses

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Complaint Detail(s)

7/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently bought a 2008 Jeep Wrangler at #1 Cochran in Natrona Heights. Less than a week after purchasing the vehicle I began to experience problems. There were electrical issues with the running lights not always working, I lost my brakes approaching a stop sign, the windshield wipers were not replaced as indicated on the service report, and I was having issues starting the vehicle. #1 Cochran agreed to make the repairs at no charge to me. However, after getting the vehicle back, the electrical problems persisted. The running lights were not working and the vehicle was still having trouble starting. My salesman told me that the service department found nothing wrong with the starter and could not find any kind of electrical problem. However, I continued to have problems starting the vehicle. I took a video of me trying to start the car without any luck and sent it to my salesman. He said that he would have the service department look at it. He then agreed to meet me for a second time, swap vehicles, and have the problem fixed. However, when the day came for us to swap, there was no contact made by #1 Cochran. Having not heard from my salesman or the service department, a call was made to request that the repairs be made to my vehicle. My salesman texted me stating that the head of the service department would be calling me that day to get to the bottom of my issues. Several days have passed and I have yet to receive a phone call.

Desired Settlement: I would like my car to be repaired in a timely manner and receive some sort of compensation for this issue lasting for nearly 2 months now.

Business Response:

Below is the response from the sales consultant who has been working with Mr. *****.

Mr. ***** purchased this vehicle about two months ago.   There was a service issue that occurred with the break lines and we had the repair done at an outside shop.  Mr. ***** then contacted me a week later because of the problems he had with the starting of the vehicle.   I drove all the way out to his house and picked up his vehicle.  I gave him a loaner at the time.  We had his vehicle in and repaired the door hinge and also checked out the break line work that was done.  For 5 days in our shop, the vehicle did not have any issues starting.  I personally drove Mr. *****s vehicle back out to him at his place of work in Ligonier PA.   Two weeks later, MR. ***** sent me a video of the car not starting.  I told him that we would have to get it in again, but he didn’t want to bring it out here.  I offered to pick it up, then he texted me saying that he was reading online and this was a problem with the wranglers and no one could figure out how to fix it.   He told me he was going to just deal with it and I told him I would be happy to get it back in here.    That was a couple weeks ago and this is the first I am hearing about there being a problem again.   I will do whatever is needed to help Mr. *****, but he has been asking for money back from the start, which makes no sense at all.   Please let me know how I can help.

 

 

 

***** *************

#1 Cochran Allegheny-Valley Mega Center

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: hi I Drive a Saturn Ion my car broke down 3 times and then it was recalled I took it to number 1 Cochran of monroeville where it was purchased seven years ago I was given a call on June 18 stating that my vehicle is ready for pick up I was driving a loaner I be told return the loaner vehicle and when I started my car my battery light was on I am also why my exhaust pipe with hanging on the ground below my car he had no exclamation I had inspection before I took my car to the shop and everything I need it I had done I have receipts to prove everything I just want my vehicle fixed and I do not want to take it back to number 1 Cochran of monroeville because I don't like their service and they're very unprofessional.today June 19th one day after I get my car out the shop I'm driving to work my steering wheel ******** my electrical system goes haywire my battery light when I drove from the dealership was still on and when I told the person at the dealership whose name is **** ****** he's the one who called me to tell me that my vehicles ready he had a filthy attitude and he was totally unprofessional please help me I want this matter resolved I do not want to seek legal counsel because it is costly so I'm coming to you for help thank you

Desired Settlement: my desired settlement would be for me to get another vehicle because my vehicle is in perfect health in shape there's nothing wrong with my vehicle whatsoever the only problem I had was the recalled because my electrical system went haywire so much of it would be for me to get another vehicle and I want them to take this vehicle and they can keep its just a mess this vehicle up and give me another one and not only did my car stop but they did not give me a new battery and I purchased a brand memy phone number is*** *** ****

Business Response:

Customer's vehicle was in our shop for the ignition switch recall  through GM.  The customer's vehicle is a 2004 Saturn Ion with 126,270.  Due to the customer's decision to not want to drive her vehicle while awaiting parts, the customer was provided a complimentary loaner vehicle.  Because of the volume of vehicles under this recall and again, the customer's desire to not drive while awaiting parts, we had the customer's vehicle from March 20 till June 18th.  During this time no other work or items were touched or addressed, only awaiting for the parts arrival for work to be performed in the ignition switch and steering column.  The customer's concern about her tail pipe being lower that previously known, had nothing to do with any work we performed, but as a goodwill gesture we did raise it for her.  She also had a dead battery, which the customer provided a new one and we installed at no charge as well. 

The work we performed was only under the GM recall for ignition switch replacement and nothing else.  Any other mechanical issues the customer is experiencing outside of the recall would be a matter that she would have to address, at her expense, with a shop of her choosing.  #1 Cochran performed the work under the recall as well as provided the customer with alternative transportation while awaiting the parts.  There will be no further repairs performed on this vehicle at #1 Cochran at no charge, that do not apply to the recall under the guidelines set forth.

 

**** ****** 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Chevy Malibu purchased 06/16/2014 #1 Cochran Monroeville. The engine light came on 05/15/2014 car stalled approximatley 16 hours later. Towed to #1 Cochran Monroeville Service Center by GMC Roadside Assitance on 05/16/2014. Spoke with *****- no loaner cars available car will be looked at Saturady, Monday at the latest. Called 05/20-5/22/2014 left message no return call. Left message with Service Dept Supervisor **** ******* no return call. 05/23/2014 received call from **** can not locate car on lot, found 05/23/2014 wrong lot. Will call with info. 05/27/2014 Left message for **** & Supervisor no return, **** their very busy supervisor out at conference all week. No power to vechile still trouble shooting, offered loaner checking battery and coil pack. 05/26/2014 Attempted to pick up car not in due to Holiday but **** confirmed they would be open over Hoilday weekend. 05/27-5/28/2014 call no return call. 05/28/2014 request to also change oil with repair. Recv call metal shaving in oil adjustor coming out mybe engine problems willlet us know.Engine needs replaced will not put it back in, will put it the trunk pick up car if we want to.Need proof of oil changes will not honor warranty- with out it. Confirmed that there was oil in engine. **** s- yes but the velocity was not good.05/29-06/16/2014 leftover 25 message requesting to speak with service supervisor, copy of vechile maintence record prior to purchase, estimete. On 06/10/2014 recv email estimate.

Desired Settlement: Engine replaced as specifed under warranty, copy of Vechile service history. Warranty doesnot say you can not change your own oil and must have receipt of services. A return call from the supervisor. If determined it's not covered old engine put back in carand make it available for tow asap. They assumed it was covered under warranty and broke down the engine. Did not inform us or seek permission for possible labor cost to reinstall. They also offer free service estimate online

Business Response:

The issue with this situation is the condition of the engine currently and the inability of the customer to validate having oil changes performed to maintain the proper condition of the vehicle.  The customer purchased the vehicle about 16,000 miles ago and from the looks of the engine and current condition of the motor oil, the oil has not been changed in this vehicle since purchased.  The owner of the vehicle is responsible for performing routine maintenance services in order to maintain any warranty - in this case the GM Powertrain.  #1 Cochran has performed the proper protocol under the Powertrain Warranty and without evidence from the customer that oil changes have been performed, GM will not cover this work. 

If the customer wants further work performed, it would be at their expense.

 

**** ******#1 Cochran

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a new 2014 GMC Terrain.... Made Deal to purchase accessories dealer cost and installed at no charge....Was Billed $500.00 for said accessories which were to be....Splash Guards front and rear which are a GM RETAIL price of $90.00. Vent shades which we decided not do...And FLOOR LINERS....Splash Guards were installed no problem with those....We were to get floor liners...not flimsy rubber mats...When I called the sales manager ****** who made the deal, he was very rude, told me that I'm wrong, we can agree to disagree, and he wont take the mats back, and he doesn't care if we shop #1 Cochran again....Who treats customers like that????? were never given any paperwork on items tho asked for several times...We made a deal, the only thing that was right is the splash guards that are a GM retail price of $90.00 Were billed $500.00.....Have received no refund and no call back from management...We had a positive experience till this I guess they had to find somewhere to be shady

Desired Settlement: I want refunded for the vent visors, and the rubber mats that are not what we wanted......Paid $500.00 the splash guards are $90.00 RETAIL...Honor the deal that was made...accessories that we wanted at DEALER COST installed NO CHARGE

Business Response:

The customer confirmed twice his order for accessories.  They wanted front and rear mudflaps as well as all weather mats for the front seats, second row and cargo area.  We ordered everything he requested and installed at the agreed upon price.  The vent shades were not available in the form that he wanted.  The floor liner is not an available option through GM.  The parts were not sold at cost and labor must be paid to have items installed as we have to pay the techs to do the work.  We cannot return the mats as they have been used by the customer.  We also cleaned the vehicle three times for the customer.  However, as a last goodwill gesture on this situation, we will adjust the price to cost on the accessories and refund to the bank (on the loan) $244.40.

 

**** ******#1 Cochran

 

Consumer Response: They can refund me via check so that we may purchase the FLOOR LINERS that we were supposed to get in the first place....and now were stuck with useless mats...They knew what we wanted and slid these in because they are overpriced GM mats...Why they wont take the mats back that were in car for 1 day is beyond me...What ever happened to the customer is always right. Never have we been treated so poorly by a car dealership after the sale, EVER and we buy a new car every 2-3 years

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a pre owned 2012 Hyundai elantra with 21,000 miles on it aprox.1 1/2 yrs ago.A short while after I bought it the material on the seat cover and steering wheel cover started lifting up.Hyundai did replace it,but after buying a new car who wants to be in the shop a few months later already having issues.Shortly after that I noticed the paint chipping on both back doors.I went to Hyundai and they were shocked and said I quote"I have never seen this before".The guy who deals with paint issues comes in once a month or so.Every month I would call"is he in yet".Every month there was a different reason why he couldn't make it that month.I ran into a guy who works for Hyundai,showed him the paint chips and he said it was from rocks hitting it.When at Hyundai I told them what the guy said it being from the rocks.They said "Oh yes we see that all the time you need a chip guard".Now a few months ago they were shocked and never saw such a thing.If you see this all the time WHY didn't you recommend a chip guard to me when I bought the car?I am there for my oil change on time and ALWAYS do everything they recommend.The past 2 times they say I will need 2 front tires.My husband looks at my tires and asks me"Have they ever rotated your tires"? I said no they havent.I called the "service manager" and ask why my tires were never rotated.He said well they must of not needed it.We would of recommended it to you if it needed done.I said so I have 40,000miles on my car and my tires never needed rotated?He said "it is possible".That comment lead me to write this complaint.I am highly offended that he would think im that stupid to not know better.Therefore my alignment was messed up which they never recommend to have done either.I called hankook tire warranty and they said they would have to look at my rotation record.Well there is NONE bc Hyundai never rotated them.Today my radio stopped working and im 4,000 miles over warranty to have that fixed.So disappointed in Hyundai.Nothing but problems w/ this ca.

Desired Settlement: Today I bought 2 new tires and got an alignment.I would like reimbursed expenses.My total was $284.58 and I have receipts.

Business Response: In regards to this situation, we understand the customer's concern, however most every car on the road does have rock chips.  We would be happy to provide the customer with a complimentary bottle of touch up paint if she would like. 

  In regards to the tires, our notes on her last visit have her tires as documented to 4/32" in the front and 6/32" on the rear. A tire rotation at this time would have been the correct process to get the better tires to the front. However, new tires were not needed at this time as the customer likely had another 7,000 miles or so of tire wear - especially being the summer/fall months. An alignment was likely performed due to her purchasing new tires. 
  We will not be reimbursing the customer for purchasing tires, especially at another facility. I will offer the customer a $50 credit for the next service visit. 
 
Sincerely
**** ******#1 Cochran

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* *******

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new 2013 VW Passat TDI in August of 2013. I started noticing air conditioning issues toward the Fall when warmer days were sporadic. At my 10000 mile maintenance, I specifically asked Cochran to check the air conditioner for issues. When i picked up the car, I was told it was too cold for them to check the unit. I specificially mentioned that the shop was heated and they could have at least investigated the issue. When I brought the car back for the 20000 mile maintenance (May 2014), the again did not diagnose the issue saying it was too cold to check it. Each one of these trips were causing me to miss a days work. A few weeks later, when the weather was consistently above 80, I took another day off and I brought the car in for another diagnosis. This time they said it was the compressor and they would need to order parts. It took 4 days for them to receive them, yet no one called to let me know they were in. I called by chance on May 23rd and found out that everything was ordered. (the car is without air on 90 degree days). After confirming back on May 27, the earliest appointment they would give me is May 30th. Therefore, I have waited almost two months to have the situation fixed, and I have been forced to miss 3 days of work because they do not offer loaner cars. I also had purchased an extended warranty that does cover rentals, but Cochran refuses to honor the warranty and stated I must pay Enterprise directly and file the claim separately. In general, the service representative **** is completely dismissive of my situation and could care less about trying to help me. He even stated he is filling in for someone and he doesn't normally work there. Overall, this dealership is an embarrasment to VW Service and treats customers as a throw away commodity. I have also called VW Customer Support and they also stated there is nothing they can do to force a dealer to help out customers. BTW, this was a 38K Passat, not a 15K Jetta.

Desired Settlement: I just wanted to make buyers aware of the status and nature of poor service that Cochran will provide you after you purchase your car. They truly offer nothing exceptional in the way of customer service and will treat you as if you do not matter. Beware that these dealers are not bound by any VW policy, and they will act accordingly when you have issues. You will be forced to a 8-5 M-F repair and you will be forced to meet those hours when you have repair issues.

Business Response:

Mr. ******

  I am sorry for the service you have received.  I do understand that the compressor is to be installed on Thursday (May 29th).  I would be more than happy to discuss this matter with you personally, and my contact information is listed below.  I have spoken to both our Service Director and Service Consultant in regards to the handling of this situation.  I look forward to hearing from  you.

Sincerely,

 

**** ******Director of Customer Care & Owner Loyalty

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had my oil changed on my brown 2012 Hyundai Elantra VIN *****************, at Cochran Hyundai of South Hills several times. The last time they did not put the oil drain plug in correctly and in eventually fell out when I was leaving work in the early morning of May 17th 2014 at the ****** ****** ******* ***** ******* ** ************* **. My car was inside the guarded parking lot. I had it towed to ******* **** ******** ******* and the service manager said that either it was not put on correctly or someone removed it. No one could've removed it at the power station lot, because it's a highly secured parking lot. Also, my car would've had to be jacked up to reach the drain plug. ******* ******* only added oil and the oil drain plug. I only got to the next red light when my the car stalled and had to be towed back to *******. it was eventually towed to Cochran Hyundai of South Hills. The service manager at South Hills, was not taking any responsibility for the oil drain plug failure. Also I have not had any return phone calls from the Hyundai customer service center in Arizona. My case number is *******.*** ********** was the last service advisor at Cochran Hyundai of South Hills. My car is undriveable and it's repair status is in limbo. I need a new out-of-the-box engine put into my car, with a new engine warranty, as soon as possible.

Desired Settlement: I need a new out-of-the-box engine put into my car, with a new engine warranty, as soon as possible. I have to be reimbursed for the cost of my rental car and the diagnostic portion, $45.48, of *******'s bill.

Business Response:

Mr. **** had an oil change service performed on his 2012 Elantra at our South Hills Hyundai store on February 13, 2014 at 22,702 miles.  Mr. **** also returned to this same store on February 21, 2014, with an unrelated air bag light and vehicle not moving out of park.  We could not find a cause to his concerns on this visit and vehicle was operating as designed.  However, during this visit, the vehicle would have been up on a rack and if there was a missing drain plug or any oil leaking, it would have been easily seen and noticeable, of which it was not.  We have not seen the vehicle in our service department since mid February which is over 90 days since the oil change.  An oil drain plug does not just fall out 90+ days later and if any leaking over the last 90 days, the customer would have noticed such on his driveway or garage floor.  I do not have an answer for why his drain plug was missing in regards to his current situation, but the cause, if as the customer claims, relates to his oil change in February, would have been prevalent and present much earlier than 90+ days later.

 

**** ******#1 Cochran

Consumer Response:

This is in response to **** ******** answer to my original complaint. He is located at Monroeville and is Director of Customer Care and Owner Loyalty. It is his job to reply to every complaint in a variation of a form letter. He has no knowledge of my problems with Cochran Hyundai of South Hills. My original complaint on 5/17/2014, was about a missing oil drain plug and total loss of oil. According to other complaints at this BBB site, customers have had similar problems about faulty and irresponsible service. The service manager at Hyundai of South Hills, **** *******, was extremely rude and lacks people skills. Obviously, he is tired of hearing complaints about the poor work performed at his shop by a few team members. Unfortunately, the person I know and trust there was not working that day. The service advisor at ********* **** ******** *******, ***** * *****, was quite surprised that Hyundai of South Hills had previously changed the oil. ***** said that if the drain plug was not torqued to specifications, that it would eventually fall out. He could not tell if it was over-torqued and stripped because it was missing. He did not expect that a dealer would perform such inferior work.

 

I am still incurring costs associated with a rental car, a $500 deductable, and the original $45.48 diagnostic fee from Falconi Hyundai.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have received atlease 10 phone calls from outside sources trying to sell me an extented warranty. When I asked the guy how he received my phone number he said it was in his data base on my 2010 Hyn Alantra purchased from Cochran-Monroeville PA. The phone number that showed was ###-###-####. I talked to Cochran in April of 2014 and they assured me that they took care of the problem. Well they did not. I know Cochran sold my information to an off-shore company. I will file a lawsuit if I receive one more call. I will never buy a car from them....EVER.

Desired Settlement: I feel Cochran owes me $500.00 a call, so they can send me a check for $5,0000 for all the inconviences and trouble they have caused me in the last few months.

Business Response:

#1 Cochran does NOT sell our customer information to any third party source.  We have fielded other calls from customers pertaining to this issue and have tried contacting the companies via the phone numbers without any success.  Our customer information is secured in our own Dealer Management System, however, unfortunately, through the Department of Motor Vehicle and other marketing sources such as Polk, for example, this information is available to other companies based on owner registration information that is public knowledge.  Our apologies to all of our customers, as well as those from other places of business, but the information is not coming from #1 Cochran nor do we solicit our customers to purchase extended warranty contracts.  We offer extended warranty contracts at time of purchase through Easy Care - which is not this company - or at anytime that our customers contact us - but again, we do NOT solicit through any third party source to contact our customer base.

Sincerely,

 

**** ******#1 Cochran

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been to the Hyundai South Hills Dealership twice in the last 2 months. The first time was in mid February for a check engine light that came on. I told them about a stuttering problem that the car had when stopped as well as the check engine light. They said the check engine light was because of a bad sensor and fixed that. I asked about the stuttering problem and they told me it was nothing. They also did a FULL CAR INSPECTION and said that there was NOTHING MORE I WOULD NEED DONE TO PASS MY INSPECTION in a month and a half.The next day I was driving home and my engine temp went really high into the RED. Pulled over to check the coolant levels and there was NOTHING in there at all - it was bone dry. So I got some coolant and filled it back up and I haven't had any probelms (OR LEAKS) since and considering no one else touched my car in that time period I am assuming that the mechanic drained the coolant and NEVER REPLACED IT. Not sure why this would have been done to my car UNLESS they were trying to get me to come back and have it "serviced" there.So fast forward to last Friday. I took a day off of work to have my car inspected. After about 90 minutes of waiting they gave me a laundry list of things that needed to be done to pass inspection (about $1600 worth of work). This was a little suprising considering a month and a half ago they told me that I NEEDED NOTHING to pass inspection. So I told them I would do the work myself and they charged me $55 for the EXACT SAME SERVICE that was performed the last time I came. I thought it was BS, but whatever it is what it is.I get into my car and start driving and my driver's side brakes were squealing EXTREMELY LOUD. They were making NO sound when I brought them in and after your mechainic "inspected" my car it was squealing very loudly. I turned around and went back to the dealership to find out what the hell the mechanic had done to my car to make it sound like that. I was forced to wait 20 minutes while "the person who took care of me" was on the phone. He finally made it over to talk to me and I explained the situation. The response from him was "You need new brakes". I said that I understand that I need new brakes but how do you take someone's car to "inspect" it and give it back in worse condition than it came in? The reponse was "there is nothing we can do for you".So I bring my car to the SAME DEALERSHIP that it was purchased at and I get it back in WORSE CONDITION on both occasions? How can you seriously think that you have any Customer Service when the person I speak to about an issue I had with service tells me that "there is nothing that can be done"? I went home and changed out the brakes myself and found that not only was the "squealer bar" pushed forward so that it would contact the rotor AND MAKE THE LOUD NOISE, but the mechanic didn't even use a torque wrench to properly put the wheels back on, so I had to use an air impact driver to get the lugs off.

Desired Settlement: I would like the refund of my $55 + expenses (coolant and brakes) considering I got my car back in worse condition than it was in when I brought it to them TWICE.

Business Response:

In regards to Mr. ******'s assertions - we are sorry that he feels this way and will gladly reimburse him the $55 as he requested.  In regards to his accusations, we will also leave those to his perspective in regards to the condition of his vehicle from how it was brought to us and how he feels it was returned to him.  The check will be cut and sent directly to the customer.

 

**** ******#1 Cochran

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying to get help in filing for my refund of extended warranty due to accident totaling the vehicle. The first attempt was in January. I have been passed from sales person, to warranty co. , finance dept. who never responded to my messages, Sales manager, Assistant sales rep. who both said this matter would be taken of immediately. The I got a call from the customer care. The following contact was email saying she was taking care of the matter. It should never have taker 4 months of calls to get what I needed.

Desired Settlement: I understand that there is a percentage of my cost since the vehicle had been totaled. All I want is information to get this money.

Business Response:

Ms. ******

  We need you to stop by our store to fill out the cancellation form and also need a notarized odometer reading and paperwork from the bank that the vehicle is paid off.  Once we get that paperwork, we will cancel the policy and expedite the refund.

Sincerely

 

**** ******#1 Cochran

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The dealership in which I purchased my vehicle from has been terrible experience.I was financed I signed a contract for 72 months because thats the only term they stated I could do. I finally got my new car February 17,2014 not my preferred term but it was fine. So 2 weeks later around February 28th,2014 I get a call from the financing manager "******" stating I had to sign a new contract because the maximum months was 60. So I went to the dealership & ****** explained the situation & it made the term shorter & about 4 thousand less interest would be owed . So since that was done I signed the paper on the new agreement in which ****** stated once I signed the paper the other contract was completely canceled.Everything was fine for about 3 weeks. Then I received a voicemail from the dealership March 24th stating that there was a mistake and the 72 month term was placed back into effect. Legally if I sign a contract that should be what's in effect. You cannot have two contracts to decide which I'm going to be assigned. I returned ******** call and left a message. She never returned my call. I called to speak with ****** and randomly he's no longer with the company. So since I never got my call returned, I took it upon my self to just go straight to the dealership. I spoke with the new person that replaced ****** "****" he stated that the reason it was switched back was because the lender required the 72 contract be placed back into effect. He attempted to explain that it wasn't in no way the dealers fault it was the lenders, his exact words then firmly stated it couldn't be switched back to the 60 month term. I called the lender they stated the GM called very angry forcing the lender to come back to the longer term in which would make them more money. Also the lender stated they COULD switch it back they would just have to do a flat rate change.I just feel as though that's very unprofessional especially being my first purchase, then for him to lie to my face stating it couldn't be switched.

Desired Settlement: Honestly I'm not sure what the settlement should be. I just hope this experience is something every customer doesn't have to go through. It's 2 months later & I'm still signing contracts getting the correct term in place. Defiantly not a satisfied customer!

Business Response:

We have spoken to the customer about this issue and it stems from misunderstanding between our #1 Cochran team member and Volkswagen Credit.  The customer did sign a 72 month contract with our team member on a VW Credit approval that stated "customer approved first time buyer program for 72 months".  Due to some issues outside of this matter, #1 Cochran parted ways with the team member that did this paperwork originally.  Upon sending in the paperwork, we received notice back from VW Credit that they would not fund the deal as they were incorrect in the original information and a 60 month cap was the most on a first time buyer program.  We contacted the customer and explained the issue and had a new contract written up that the customer signed.  We understood the payment amount went up, but were told by VW Credit that this was the cap (60 months) they would finance.  Upon seeing the multiple paperwork and the issue for the customer with a higher payment, our Sales Manager, **** *******, got involved and called VW Credit and asked them to honor their first commitment to the customer for the 72 month term.  Once we got with the right people at VW Credit, they agreed to extend it from 60 months back to the original 72 months for the customer.  When the customer called VW Credit, they were told that we moved it back to 72 months so we make more money, which if VW Credit said that, then they are wrong, as the reason we did it was to honor the original agreement for the customer and to reduce his monthly payment.  The benefit from #1 Cocrhan is selling the vehicle, not the financing difference in 12 months.  Our reason for doing this was that the customer originally wanted 72 months and that is what VW Credit told us we could do - our desire was to get the customer the payment terms desired.  When the customer insisted to go back to the 60 month term, we once again had to cancel the 72 month contract and do a 60 month once again. 

Certainly, this is not the process we want any of our customers to experience, but #1 Cochran's goal was to get the customer the terms that he wanted which unfortunately, due to mix up with VW Credit switched it multiple times.  We honored the customer's request each time from 72 months or 60 months and it was finally settled by the customer to have a 60 month term, which we processed.  Again, the financial gain was not at anytime the goal of #1 Cochran but instead, to get the customer the terms he wanted, which we feel we did.  We appologize for any confusion and understand the customer's feelings.

Sincerely,

 

**** ******#1 Cochran

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Cochran advertised a 2014 Cadillac SRX demo, Luxury Collection, in the **** ******* on 3/23/14. The MSRP was $51,105; the sales price was $39,999. I called on 3/24/14 and spoke to ******* ********, who said the vehicle was in stock but she couldn't find it in their computer. She gave me details that it was silver and had 4,005 miles. Due to family needs, I wasn't able to go to Cochran until 3/27/14. I called Ms. ******** that morning and left a message. By 3pm I called again and she confirmed that the advertised demo was in stock, told me to see "******". I arrived about 5pm and was met by *** ********, a sales consultant who works for Mr. ******. Mr. ******** told me he sold that car a month or so ago. I confirmed with him the stock number (*******), color, mileage, and he admitted it was sold. I then stated that either Ms. ******** needs training to know their stock,or that it was company policy to advertise cars they didn't have. I stopped short of claiming a "bait and switch" tactic. Mr. ******** then spoke privately with Mr. ******, and returned to tell me that they may have another demo for sale in May, but it would be a higher-priced model (Performance Collection). He asked for my phone number and said he would call. He claimed that their advertising department got the information all wrong in the ad, a copy of which I showed him. I feel strongly that had I not mentioned the potential of bait and switch, he would have offered to show me other similar vehicles. Out of curiousity, I asked my ******** friends if anyone had a similar experience, and was astonished to find that a friend had, indeed, gone to Cochran several times to see advertised vehicles, none of which were available, but was directed to look at higher-priced models. I am abhored by this business practice.

Desired Settlement: I would like Cochran to sell me a 2014 Cadillac SRX awd Luxury Collection vehicle, for the price quoted in their ad. They were also offering a $1,000 addition to trade-in value (per *******) at that time. I would have readily purchased the advertised demo vehicle that day, paying cash for my purchase minus my trade with $1,000 bonus. I was prepared to take delivery the following day. I would also like their staff to receive training to avoid another similar occurrance.

Business Response:

In regards to the situation reported by Ms. ***** ****, #1 Cochran is certainly sorry for the miscommunication created, but in no way would practice intentional false advertising or ‘bait and switch’ tactics.  Please find attached documentation showing the advertising error by the **** ******* and other ads documenting the correct year vehicle that was properly advertised. 

 

  The vehicle the customer was seeking was a 2013 Cadillac SRX, which was correctly posted in our Saturday ads as shown.  The ****, accidentally, ran the ad in the Sunday paper, with the model year showing as 2014 and this oversight was not caught.  However, the vehicle was also clearly advertised the weekend prior and same weekend on Saturday.

 

  The 2013 SRX was sold, but not until March 24th, so on the initial date that the customer reached out to us, the 2013 SRX had yet to be sold.  There admittedly was confusion between all parties, and the Stock Number the customer references in the email (*******) is a 2014 SRX, not the 2013 model. 

 

  The 2013 model was a vehicle that we had as part of our Service Cadillac Loaner program and was taken out of service at the required time by Cadillac to be sold.  As explained to Ms. ****, we have other models in our loaner fleet that will be coming out and would certainly be more than happy to discuss the options on those vehicles.  We will also certainly honor the $1,000 above trade in value at that time, regardless if that program is still running or not. 

 

  We do apologize for the confusion, but certainly did not intentionally misrepresent the issue, nor would we as a company celebrating 49 years in business.

 

Sincerely,

**** ******

#1 Cochran

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I was specifically told by the salesman, *** ********, that he personally had sold this vehicle nearly two months prior, and confirmed the stock number.  He also confirmed that it was a 2014 SRX as well as the publicized sale price.  And, it was confirmed by ******* ******** by phone twice that the car was still available for sale as late as two hours prior to my arrival at the dealership.  There was another SRX available earlier as a demo, which was a 2013, but was a different vehicle from the one advertised that I was interested in.  I firmly believe that Cochran is lying in their response to you.  They advertised a vehicle that they had not had in stock for nearly two months, at such a terrific price that it prompted me to visit with the intention of purchasing that specific vehicle that day.

 

Their response also does not speak to the training that their staff needs to assure that future advertising is not manufactured in this way.

 

I am not pleased with their response, which is further fabrications and lacks truth.

Regards,

***** ****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The dealership has terrible customer service. My wife and I have turned in a lease vehicle to #1 Cochran of Monroeville, PA and in turn took a new lease of a new 2014 GMC Terrain. The lease of the turned in vehicle was never grounded, the remaining payments were never handled and my wife was basically blamed for the things that went wrong. It has now been a month and my wife and I are getting letters from the financing company saying that the payments are late and the insurance on the vehicle has been cancelled and that we are responsible for a vehicle that we no longer have in our ownership. We have done the necessary paperwork on our end and they have record that they have received the paperwork that my wife and I gave them. They have not upheld their end of the contract and it is ruining our name. We do not have any idea on the condition of the vehicle we have turned in since it is no longer in our possession and the dealership has never taken ownership. This whole situation is terrible and I do not recommend that anyone go to this dealership in the future.

Desired Settlement: All that I ask for in this matter is for the dealership to take responsibility of the situation and handle it in a timely manner and correctly so that this hopefully does not happen to anyone else in the future.

Business Response:

We recognize the mistake on our part and yesterday (March 25th) - spoke to the lease company as well as GM Financial to correct the matter and absolve the customer of any and all responsibilities, including anything on their personal records. All paperwork is in the process of being rectified.  We are sorry for our oversight and have taken the necessary steps to correct the matter for the customer.

**** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2008 Dodge Nitro through #1 Cochran on January 26, 2013. I started having problems with the heat immediately and #1 Cochran signed a WE OWE stating that they would fix my heat to factory condition. My vehicle has been in #1 Cochrans service department at least 9 times. Either they tell me they had to flush the line because it was clogged or that my heating core was bad. Now they have replaced my heating core twice in less than a year. On Friday my vehicle broke down on my way home from work, my entire passenger side was soaking wet with ALL of the coolant from my vehicle. My vehicle is currently at #1 Cochrans service department and NOW they are telling me that they are not covering the repairs. I am fed up! I have owned my car for 1 year and 2 months and its been in the shop so many times I cant take it. I still owe $10,000 (+) for this vehicle and I cant afford to constantly pay to have repairs done by a car should be reliable. The service department thinks its a joke that Im upset and Im done. I dont want this car anymoreI want a full refund so that I can go to another dealership and get a better car. I have 3 jobs, 1 that requires me to drive 100 miles a day and I cant have a car that is constantly in the shop or breaking down. On top of all of the times its been in the shop, #1 Cochran has returned the car to me with NO gas in it, when they received it with a full tank, or their service department has smoked in my vehicle putting ashes ALL over the front dash and center arm rest of my car. I am so unhappy with the way things have been handled with my vehicle at #1 Cochran. I will NEVER purchase a vehicle at their business again. I just want them to take the car back and give me a FULL refund for what I signed my papers at. I dont want this car backIm DONE with dealing with this company.

Desired Settlement: I want a full refund on the vehicle in the amount of what I signed the papers at.

Business Response:

This vehicle has had repairs on the heater core.  The first was at 29,965 miles and a new heater core was put in the car at no charge to customer - this was in February 2013.  In May of 2013 (37,052 miles), we did a replacement of the failed part again under warranty at no charge to the customer.  In October of 2013, we found the core to be fine and provided at no charge to the customer a flushing of the system.  The vehicle now has 68,411 miles on it, so over 30,000 miles since last replacement part and there is no warranty covering a repair after that many miles.  We are willing to repair the vehicle at our internal cost, but the customer would be responsible for paying that amount.  We have also provided transportation to the customer and will continue to do that if the repairs are approved and paid for by the customer.  If not, we will no longer pay for the rental car past Thursday, April 10, 2014.  I am sorry the customer is having these issues, but there is not a lifetime warranty on these parts and unfortunately items do fail on cars.  We have provided her multiple repairs at no cost to her since ownership.

We would be more than happy to assist her in trading out of the vehicle, but only at current fair market value on the car as a car that was sold with around 28,000 miles does not have the same value of a car now at 68,000 miles. 

**** ******

#1 Cochran

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I understand where **** ****** is coming from but his office signed a WE OWE saying that it would be fixed, it still isn't fixed and I'm not paying for these repairs. I'm not saying that it should have a life time warranty, but what **** needs to realize that they sold me a LEMON and told me it would be fixed and it still isn't fixed! I'm currently in contact with an attorney and a news station because this is uncalled for.

Regards,

****** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

1/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2012 Kia Optima from the location in July 2012. The vehicle was paid off in Sept 2013. I have called numerous times and left a message for ***** in Finance to cancel the GAP coverage. I physically went into the office in October to sign the necessary removal documents with ***** and advised it would be about 6 weeks for my check. I never heard back so I called in December and left another vm message for ***** and then return call so I called again and was advised that he left me a message but could not verify which number??? I only have 1 number. I was informed by ***** that he needed a copy of my title or the odometer statement, I had to call the dealership which I traded my vehicle to get a copy of the title and faxed it and personally called ***** on his cellphone which he gave me.n I advised that the document was faxed but he informed me that he was out of the office but would have someone pull my fax and he would forward to ***** to expedite my check. To this day I have not received a return phone call or check. I have left messages on 1/9, 1/14. I also left a private priority message for ***** ******* on 1/17, ****** supervisor and also for ***** **** at Corp on 1/17 that issues the refund check today.

Desired Settlement: I would like my more back. Name removed from future advertisements.

Business Response: My apologies for this delay. The check has been cut and will be sent to customer in the mail tonight to her PO Box in Weirton. 

 
Again, I am sorry this was not handled appropriately. 
 
**** ******

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 26, 2013 I had my 2006 Mazda 3 in for service at this dealer. After waiting most of the day to hear any diagnosis I finally received a call from the service consultant. He informed me via telephone and technician report that my car's transmission was worn out and I needed a new one. He got me a quote on a remanufactured one beginning at $3000. I told him I would not be getting that and I would pick up my vehicle. Once I finally did get my vehicle it wouldn't start, dead battery. That's not their fault, it was cold and I needed a new one. Anyway, I had been looking for a new vehicle and I thought I'd get a second opinion on my car since it was still drivable. I took my car to ***** about 11 miles from the dealer. ***** called me the morning of my appointment to confirm they have the car and it needs a new battery. By the afternoon they called again to tell me that the warning code AT was tested by them. It said there was an issue with the torque converter. They then saw that I had half the amount of transmission fluid needed for my car to function properly and half the amount of oil I needed. They refilled the transmission fluid, the code went away and it shifts like it used to. They said they don't know without opening the transmission if it's damaged from driving on low fluid, but visually there are no issues and it shifts like it is supposed to.So the dealer tried to get me to spend 3000 on an unnecessary repair, I paid 112 dollars for the wrong diagnosis and for 65 dollars at ***** my car was correctly diagnosed and fixed.Due to their failure of correct diagnosis and failure to check fluids I could have potentially paid for an unnecessary repair. I believe they were trying to scam me because I'm a female and wouldn't know any better. I've taken a survey from Mazda and reported this same issue.

Desired Settlement: I would like a full refund of what I paid them for diagnosis.I have the service papers from this business as well as ***** as proof of service and diagnosis.

Business Response:

In speaking with our management team and certified trained Mazda technician, it is still our opinion that this vehicle does need the transmission replaced.  The service performed at *****, in our opinion, was a band-aid to the issue and that the customer will find out that adding fluid is not going to permanently fix her concern.  Our technician is a certified trained Mazda technician that works on these cars every day and we trust his opinion.  Our diagnosis has nothing to do with whom the customer is - but from what we see in the vehicle.  In this case, we see a transmission that does and will need to be replaced.  I can fully understand the customer's situation in regards to the expense of this repair and not liking to hear that news, but it is our responsibility to present to the customer the findings we determine and the proper fix to the situation.

Sincerely,

**** ******

#1 Cochran

Consumer Response:

I believe this response is merely an attempt to placate me. I disagree with their findings. ***** technicians are certified transmission specialists, I don't care what a Mazda generalist has to say.  Also if the solution is just a bandaid why didn't the dealer bother checking my fluid and offer to refill it? Why wouldn't ***** want my business to replace the transmission if it is really that bad? 


I'm completely offended by the response and I'm not hesitating from posting it on every web review board I can. I've informed Mazda already about this terrible service and I will never recommend this dealer for service or car purchase to anyone I know. If my 112 dollars is worth all the bad word of mouth then fine. 

Regards,

******** *******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/3/2014 Problems with Product/Service
12/16/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 1) Purchased a certified 2012 vehicle that dealer said had no prior body damage. Dealer said that is one reason why it is certified. Nissan web site also said that certified meant no body damage. While washing it a week later, I noticed damage to left panel & bumper. Dealer said that they did not do the faulty repairs & were not willing to remedy the issue. Nissan rep examined it & agreed that it had prior body work done to it which was bad. No one is willing to mitigate the damage issue. Now I have a damaged car which has diminished value should I have to sell it or trade it. I would not have purchased the car if I was aware of the body damage as it was not worth the purchase price.2) When I agreed to purchase the vehicle it had 23,997 miles on it. When I went to pick it up 3 days later, the milage was 24,270. Therefore, someone used the car in the interium. I lost 277 miles on the warranty & never received an explanation of why they used it prior to signing the agreement.

Desired Settlement: As this vehicle has diminished value to it due to the body damage, it is worth $3,000 less on the open market. Also I should be reimbursed $277.00 for the mileage that dealer put on the car while holding it.

Business Response:

In regards to the concerns filed by Mr. ******** in regards to his recent purchase, please find below the statement from #1 Cochran.

In regards to the body damage from the customer, it must be noted that this vehicle was purchased in April of 2013. The first concern brought to our attention by the customer shows in August 2013, 4 months after purchasing.  In reviewing the ****** on this vehicle, there is no accident/damage reported which they pull from police reports and/or insurance claims, so there would be no history from any prior damage reported that we would be aware of. In regards to certifying a vehicle, again, there was no reported damage and the vehicle was not originally purchased nor serviced at #1 Cochran, so no prior owner history shows of any occurence of an accident, that would give us concern over frame damage or air bag deployment.  However, we do not state that their may be cosmetic damage on some pre-owned vehicles, but that is or cannot be hidden from a customer at time of purchase and any blemishes is either accepted by customer in purchasing the vehicle or not.  We did review the vehicle in August and noted that the paint concern was not a factory defect, but due to a dent, which again, was 4 months following purchase of the vehicle. 

As for the mileage discrepancy claimed by the customer, we would have to pull the paperwork, as in our history we show the last RO prior to sale was on December 18, 2012 at which time the vheicle had 23,841 miles.  Between test drives from other customers and moving the vehicle between locations, it is possible that the last recorded miles from transferring vehicle from one lot to another was at 23,997, but again, during test drives and such, additional miles could occur.  There would be nowhere that any team member could/would drive a car almost 100 miles per day from time of sale to customer picking up.  However, we will gladly honor an additional 300 miles on the customer's warranty shall that be needed come the expiration of said warranty.

We did provide the customer with a complimentary cargo net in regards to his concerns prior and again, this was not brought to our attention until months after purchasing the vehicle, so what may or many not have occured while under the owner's care prior is undetermined.

Sincerely,

**** ******

Consumer Response:

I disagree with Cochran's statement.

First, the dealer stating that there is no damage to the vehicle at time of sale infers cosmetic as well as collision damage. They had the vehicle for four months and should have been aware of the flaws & informed the customer. Their rep did not say it was only free of collision damage but said their is no damage to vehicle. Using a ****** report to indicate no damage does not justify their position about informing people of flaws on the vehicle. Collision damage can be noted by a ****** report but not attempted dent repairs or repainting the bumper which could have been done inhouse by Cochran without informing ******.  Also the bad paint job on the bumper was noted because a paint bubble eventually became apparent. The bubble was broken by their service mgr,**** ****** at time of the initial inspection at the dealership. 

Cochran is attempting to shift responsibility of its liability by inferring that I had the poor repairs done on the panel & bumper. If I had the work done by a independent shop, I would be sueing them for fautly repairs instead of looking to Cochran for their false advertisement. I waiting four months to inform Cochran as I wanted to get the oil change done at the same time as well as repairing the loose fog lights. The fog lights had missing clips which is another indication that Cochran did not do a good inspection of the vehicle prior to its sale. As the flaws on the vehicle did not hinder the operation of the vehicle, there was no hurry in having it inspected by the dealer.

The issue here is false advertisement of a vehicle. Even the Nissan web site at the time stated that certified vehicles had no damage. It did not state collsion damage but damage in the most general terms.

 

Another example of their distortion of facts is their statement on the cargo net, I purchased it from them on May 9, 2013 and I do have the receipt. They did not give it to me. Thus an indication that they either do poor work or misinterpret things for their benefit.

 

To resolve this matter, they should repair the car to the level as it should have been when it was advertised as being damage free. I am not a body repair man to have noticed the inperfections/damage at time of sale. But did see it when the car was washed.

 

I would not have purchased this vehicle had Cochran informed me of the damage as there was another one available. Cochran did say at the time that it had damage and could not be certified. So why did they not inform me of the damage on this one. Their stock number of that vehicle was ****** & it cost less than the one I purchased.

Regards,

*** ********

PS I do not have scan ability to forward the cargo net invoice or the service invoice of their inspection.

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/2/2013 Problems with Product/Service
10/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This also concerns Product, repair, & service. Dropped off Fiat 500L on 9/24/13, spoke with service mgr *****, he suggested it was the wiring cluster, said he would call later. 9/25, 26, 27 & 28/13 the response as follows: I'm the 1st person in the US to have this problem and the engineers at Fiat have no knowledge on how to repair their vehicle. He stated that all wiring & electronics were being tested & reset twice and the problem has reappeared. On 9/28 I contacted Fiat USA spoke with ***, he advised me someone would be in touch and I was given case #24006121. On 10/1 I spoke with resolution specialist Rachel, response was Fiat is still looking into problem. On 10/3 spoke with sales mgr, ****** from Cochran #1, requested a phone call from owner, *** ******* and was referred to******* ******, who advised me that Chrysler reps were now involved. He also stated that Cochran has nothing to do with it and it was up to Fiat to resolve, which I do not understand because they are the ones that sold me the product and will service it in the future. My car was purchased on 7/30/13 and had less than 2,000 miles. As of today 10/7/13 I have yet to hear from either Cochran #1 or Fiat USA about possible resolution to this problem. I am now making payments on a brand new vehicle that I don't even have. If nothing is done I will be contacting the consumer advocates at the local news stations and newspapers.

Desired Settlement: I feel that a vehicle should not be experiencing these major problem with less than 2,000 miles and less than 2 months old. I am very concerned that if this particular vehicle is returned to me that I my have the same issues on a regular basis, it may result in further damage, and the safety of all that ride in the vehicle is at risk.I would like to have a brand new vehicle of equal or higher value.

Business Response:

Mr. ********** has a clock and date issue on his Fiat, where the clock is 'losing time' and the date will randomly change.  Both these conditions are recognized and have been sent to the appropriate parties at Chrysler Corporation.  The vehicle does not have a safety or lost value issue based on these functions and again, we are working with Chrysler engineers for a solution.  The cusotmer has been provided a loaner vehicle (another Fiat) at no cost to him as well.  Whereas I can understand the customer's frustration and that is equally felt by us in trying to repair his clock and date issue, we feel that #1 Cochran has followed all the appropriate steps working with the manufacturer and have provided the customer with alternative transportation while trying to resolve the issue.

**** ******

#1 Cochran

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I took my Infiniti G37 there for warranty work. I was told by Service Manager that Infiniti Warranty division had rejected the warranty work. When I finally spoke with Infiniti Consumer Affairs, they had NO RECORD of any claim from Cochran Infiniti for warranty work on my car. Infiniti agreed to replace the long block engine on my car. When I went to pick up my car, I had to walk around the parking lot clicking the alarm to find it. When I got it to drive it home, the low tire pressure light was on. I guess putting a little air in my tires wasn't covered by the warranty so they didn't do it. When I got home, the right rear quarter panel was bashed it and along with the rear bumper, now that has to be replaced. THANKS COCHRAN INFINITI!! You lied to me about Infiniti Warranty department not covering the engine replacement and then damaged my car. And yes, the car was there for eight months. The reason it was there for that long was, according to Infinifi Consumer Affairs, there was NO REQUEST for warranty work to be done to my car.

Desired Settlement: I would like the body damage done to my car repaired/replaced

Business Response:

We have been in contact with this customer as he posted this all over social media. What is neglected to state is that the vehicle was towed to our shop in December 2012. We have never serviced this vehicle nor did the customer purchase the vehicle from us so we had limited access to any prior service history. The vehicle had no oil and heavy sludge. In order to even consider contacting Infiniti for any warranty assistance, we first had to diagnose the vehicle, which may or may not be covered by the factory, so we needed customer approval. I cannot confirm the communication with the customer at time of drop off, but the vehicle set at our location from December 2012 till August 2013 with no contact from the customer. In August, we sent a certified letter to the customer concerning abandonment of the vehicle as again, had been on our lot since December and no contact from the customer. Upon receipt of the letter, the customer contacted us and with his help from prior repairs along with Infiniti being able to verify an engine replacement at another store, the vehicle had the engine replaced under Infinti warranty. 

As for the tire light coming on, I can only apologize if that was over looked at time of service.  In regards to the damage on the car, cannot state if it was done prior to being towed in, but the vehicle was left on our property for over 8 months with no communication from the customer and we cannot be responsible for this action.  However, we are willing to work with the customer on his repair through our Collision Center, but for the customer to put all the responsibility on #1 Cochran when the vehicle was in essence abandoned on our lot for over 8 months with no communication from the customer.

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The single aggravating factor is that the Service Manager told me that Infiniti Consumer Affairs rejected the warranty work.  Until I called Infiniti Consumer Affairs, there was NO COMMUNICATION between the dealer and the car manufacturer regarding the issue with my car. Once I got involved, it was a matter of about 2 weeks for Infiniti Warranty to authorize the engine replacement. If the dealer would have contacted the manufacturer for warranty guidance early on, instead of anointing themselves judge, jury and warranty executioner, the whole situation would have never happened. 

Regards,

***** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We have been car hunting for a few months and have finally converged on a VW ******. My husband had been dealing mostly with this dealer (*****). They offer a customer guarantee (in writing) that they will match any lower price. I decided to take them at their word and got a quote from another nearby dealership offered a price that was about $500 lower. My husband contacted them and they verbally agreed to match that price. We both took half a day off work to come in and put down a deposit. There was no mention at all to us of a $500 factory rebate offer that was in effect at the time. A different dealers that I had been talking with left me a message about the rebate and so I phone up ***** right away asking if he would honor that in our agreement. First he said it was already figured into the price. So I asked why he had not mentioned it - it surely seemed like an important detail to me. He told me there there was "not enough time" when we came all the way over there to sign the deposit form (which took less than 5 minutes). He claimed that he had intended to go over all the costs with us at that time but was too limited (gee- I guess he didn't want to say something like- "too bad I don't have enough time to tell you how I cheated you out of this extra $500 ..."). I told him I was very unhappy about this disclosure failure in his part. I also told he that this seem a dishonest practice. He then changed his story somewhat and mplied that he would not have matched the other dealer price without it. It is not at all clear where this $500 comes in to this deal so either the matching is a fraud or this dealership is cheating us out of these discount. In either case this is a bad business practice and I am going to consider just cancelling the deal due to this dishonesty.

Desired Settlement: I want the $500 discount applied or I will cancel the deal and want my full $1000 deposit back.

Business Response:

Our Sales Manager - **** ************ has been in contact with the customer and have agreed upon the price of the vehicle to the customer's satisfaction.  We are, however, having to locate the specific vehicle that meets her specifications.

Sincerely,

**** ******

#1 Cochran

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.   

 

Regards,

 

 

***** ******

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Aug 1,2013, i purchased a used truck from Cochran Ford. I paid for the truck with $7000 of my money and $28,000 in a check from ***** bank.When i closed the loan ,Cochran Ford said they would mail me,in a few days, a $2110 in a check to pay my state(Ohio)taxes,a title memorandum(to get tags),and the original title to my bank.On Aug 20th, i called and spoke to ***** *******(my salesman)and told him i have received nothing. He said he would call me back and did not.On Aug 22nd ,i called ******* boss(****) and spoke to him. He said that they had it and would OVERNIGHT it to me. Never came. I then called **** *****(gentleman who closed my truck deal and took my money)and **** said they don't have the title for the truck. I asked how he could sell me a truck with no title.He then said to speak to his GM(don't remember name).The GM guy told me they were trying to find the title ,but haven't yet. He then proceeded to tell me that they did this deal as a favor to a guy who traded the truck in to buy a new one from them. He then says that the dealership doesn't make any money off of my purchase from them, so it is very difficult.At this time, i have no title,a truck with expired tags for almost 2 weeks,already made a $661 truck payment on a truck i can't drive,paying for my insurance on a truck that isn't being driven and had to rent a car to get back and forth to work and haul my family in.

Desired Settlement: First- i would like to have my bank get the title ,so i can get tags and can use my truck.Second- reimbursement of portion of truck payment/insurance that i couldn't use truck.Third- pay me for renting of car @ $200 to this pointFourth- that this can't happen to the next person that purchases from them.

Business Response:

#1 Cochran did a courtesy trade for Mr. ******** who was buying a truck from Mr. ***** *********, who sold his truck to Mr. ******** as he was purchasing a new truck from #1 Cochran.  How Mr. ********* and Mr. ********* connected in regards to the selling and buying of Mr. *********'s truck, I am not aware of.  In doing the courtesy trade, #1 Cochran followed the exact same protocol as we would on any other vehicle.  I have attached the full list of documents showing the transactions with Ford Credit as well as the State of Pennsylvania.  Mr. ******** lives in Ohio and one of the issues is that the state of Ohio has only a 30-day temporary license, but before anything could be done, we had to retain the title from the State of Pennsylvania.  There was a payoff remaining on Mr. *********'s truck that also had to get the paperwork cleared from Ford Credit prior to any realease of titles from the State.  We informed Mr. ******** of this process and that before a title would be released, Ford Credit would have to clear the payoff amount and then we were at the mercy of the State of PA to release the title.  I can undersand and empathize with Mr. ******** on the time frame and delays that this process created, but #1 Cochran was only the processor of the paperwork and we acted in good faith and due diligence in trying to expedite the matter. 

We told Mr. ******** as soon as we received the title that we would overnight it to him.  The title was not sent to #1 Cochran by the State of PA, but actually sent to Mr. *********.  Mr. ********* brought it to #1 Cochran and we immediately sent it overnight to the customer as promised. 

Again, the arrangements of sale of the truck purchased by Mr. ******** was pre-arranged with Mr. *********.  In our desire to help both gentleman out, #1 Cochran facilitated the process between the two parties, but as for the timing of Mr. ******** receiving the title, #1 Cochran again, acted in good faith and process with both Ford Credit and the State of Pennsylvania.  We do not or cannot control the turnaround time between the third parties and the transaction between the two gentleman was arranged by them as far as timing of the deal.  #1 Cochran will not be offering any reimbursement or assistance to Mr. ******** for an issue we did not create or delay in our process.

**** ******

#1 Cochran

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/26/2013 Problems with Product/Service
9/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my husband and mother in law bought me a 2006 ***** *********** on aug 30 2012. 3 days after purchase the check engine light came on and the gas kept reading at empty. we have had it in several times for a sqeeling metallic type noise many times which they can never find. it was in for resurfacing of one rotor. that required a loaner and was in for a day. we had it in for a noise and blower problem. the blower stopped working when on 5th setting. they told me there was nothing wrong with blower. my husband went to return the loaner and get trailblazer back. when there he checked the blower. didn't work when put on 5. he showed the tech and **** ******. the tech then proceeded to smack under the dashboard. blower started to work. is this how it was "fixed" the first time? vehicle was in shop for 2 days. 2 weeks before we went on vacation I took it in again for the noise. they again couldn't find the noise and said the vehicle was fine. week after vacation we took it in for inspection. at that point we were told that the ball joints were so badly off they needed fixed immediately. when a couple of weeks prior nothing was wrong with this vehicle. literally 2 weeks later I am leaking a red fluid from the vehicle. take it in and am told that all 4 lines going into the tranny are corroded and their seals as well. how was this not noticed at inspection time? when we called the ***** ***** ****** used dealership and talked to **** the sales manager, we told him what was going on with it and he asked what we wanted. we said we wanted the loan on this piece of junk paid off and a new vehicle. he said ok get me the payoff. he currently didn't have any vehicles on his lot that he wanted so he told us to go to the Allegheny valley lot. we were there this past Saturday, sept 14, 2013. we explained all that has been going on and what we wanted. they are now telling us that they can't pay off the vehicle and that all they will give me for it is 7500. we are not happy

Desired Settlement: we want the loan on this vehicle to be paid off and we want another not piece of crap vehicle

Business Response:

The vehicle in question (**** ***********) was purchased on 8/30/2012 with just under 58,000 miles.  During time of ownership, I can only speak on services performed at #1 Cochran. The vehicle has had issues that we have addressed including a fuel sending unit, blower motor resistor, rotors resurfaced, factory recall, ball joints replaced (covered by extended warranty) and transmission line and fittings leaking (customer declined repair). Whereas I can empathize with the customer over these items, these were not present conditions at time of purchase nor were present and no one can predict what may occur with a vehicle, only to address items as they occur. Unfortunately, some vehicles have more issues than others and there is often no logic as to why or what - it unfortunately comes with a mechanical piece of equipment that has thousands of parts and they can and ultimately do fail.  During ownership, the customers out of pocket expense has been $155 for a blower motor and $160 for brake resurfacing - the other concerns were either covered by the customer's extended warranty or good willed by #1 Cochran.

Whereas we wish our customers do not experience issues with their vehicles, we are unable to predict or prevent items occuring and on older model vehicles the possibility does increase. In regards to her desire to exchange this vehicle, we are certainly willing to work with them on a current, fair market value trade and willing to assist to provide the best pricing on both the trade and desired other vehicle. However, we have not nor will assume the full amount of remaining balance on the vehicle, for the reasons described above, nor was the offer to pay off the full loan amount given by Mr. Doug Ward.  Included in the customer pay off does include gap insurance as well as extended warranty coverage that would be pro-rated as part of any transaction. Again, we are willing to assist the cusotmer the best we can, but vehicle ownership does come with potential issues that cannot be known at all times or predicted in the future.

**** ******

#1 Cochran

Consumer Response:

 They also failed to mention we paid our $250 deductible which they added sales tax to. We are no longer going to deal with this dealership. We are tradin it in else where and will have no further contact with them.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

9/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 27 2013 I visited the #1 Cochran dealer with my mother on West Liberty Avenue in hopes of trading in my car and purchasing a new one. The car I was interested in was a 2011 *** **** ******. On July 27th, I handed the salesman **** ****** a $2,000.00 down deposit in cash. There was one issue at the time the dealership did not have the title to the *** just yet so a verbal agreement was made that I could take the *** home they accepted my down deposit and took both sets of keys and my car and when the title came in we would all sit down and do the paper work. The only paper work I signed was agreeing to drive around on dealer plates under their insurance. Around 2 weeks passed by keeping in mind I had been calling **** the salesman every other day about the title situation and they still did not have any answers or a title to the ***. 1 more week passed by and the payment for my car I "traded" in was due. So I made the car payment on my old car while I was driving around in their ***. This is the point where my mother and I had enough. I returned to #1 Cochran on August 14th and spoke to **** **** the used car sales manager telling him that we had signed no paper work 3 weeks have gone by there is still no title I am still paying on my old car while driving around in their *** there was only 1 set of keys to the *** and the paper work I signed agreeing to drive on dealer plates and insurance expired after five days of me driving off the lot; I was driving unknowingly uninsured. When I asked where my old car was **** replied, "We don't know." **** was extremely rude to my mother and myself when we said we wanted to return the car. August 15th we returned to the dealership and waited for my car. An hour later **** told us my car was sitting on the top lot the entire time. When I saw my car it had residue from sales stickers on the windshield how can they sell a car I'm still paying for? I only received one set of keys in return my owners manual is missing and I have to wait for my deposit.

Desired Settlement: This entire situation was a complete mess. I personally do not want anything from them nor would I purchase a vehicle or recommend them to anyone, ever. I would like for **** to work on his customer service attitude, he was extremely unprofessional and rude, I have never seen anything like it. **** had no clue about the *** I understand it is a Nissan dealer, but if the car is on your lot it's your car to sell. I would like for *** ******* to be notified about this situation.

Business Response: Mr. ******* did receive notice of this issue over the weekend and we will be addressing it today in regards to the customer's concerns. We take very seriously the concerns of our customers and this matter will be addressed appropriately. 


**** ******
#1 Cochran

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Body shop estimated repairs for ***** at $1900, then after ***** **** adjuster priced at $2200, body shop raised their quote to the exact same price without doing any extra repair work. When asked about the difference between the original estimate and the final bill, body shop mgr indicated that they 'needed to use ***** **** rates', which fortunately meant they billed an extra $300. Called ***** **** and they indicated there is no such policy. Body shop manager 1) lied about the reason for the cost difference and 2) retained the original estimate documentation so that I could not challenge the difference after the fact (unfortunately I did not keep a copy).

Desired Settlement: Refund for $300, the difference between the original estimate from Body shop and the actual cost of repair.

Business Response:

Customer has spoken to our Collision Manager***** ****** as well on this issue.  The customer came in for an estimate and at the time did not state if they were going through an insurance company. Our estimate was completed based on what we saw for the repair. The cutomer then presented an estimate from ***** **** and we found additional items that ***** **** approved to be repaired that were not part of our original estimate.  In oreder to ensure the customer would have all work performed as approved by the insurance company, we mirrored the work approved from ***** **** estimate which is what caused the price difference. Again, the difference was in the amount of work approved by the insurance company to be performed and #1 Cochran wanted to honor the exact work approved by the insurance company to provide the cusotmer with the full work allocated and to not have potential issues down the road if another claim or issue arose on the repair.  Our estimate and work performed matched that of the insurance provider.

**** ******

#1 Cochran

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******.  

While I accept the business response, I remain displeased as a consumer with the manner in which this was handled.  Business did not communicate key facts in a proper and timely manner.  Business should have advised me of the increased cost associated with the repair before vehicle repairs were begun, and the itemized tasks leading to increased cost compared to original quote, so that I might have had an opportunity to obtain an alternate quote from another collision shop. 

 

Regards,

 

 

****** ** *******

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cochran Cadillac CLEARLY attempted to practice price gouging with my service. I went in to ask for diagnostics for a non-working horn and to provide me with a phone call with results and to let me know what was needed for Pennsylvania state inspection. I was called to inform me that the emissions test was completed but without my authorization. I was further told that the right headlight assembly needed replaced to pass inspection and the total cost for everything would be over $900. I took my vehicle without being inspected and still had to pay $118 for the emissions and diagnostic despite my never approving of the emissions test. I then purchased a headlight defogger, purchased a new horn on my own, and had my car inspected at a local mechanic for under $100 saving me over $800 that Cochran was going to charge me.

Desired Settlement: I would like my $118 reimbursed and that Cochran explains why they were going to charge so much money for something that cost me less than $150.

Business Response:

Mr. ******* came in on June 15th with his 2005 Cadillac SRX and had the following concerns: Perform PA State Inspection; Inoperable horn that would not allow for inspection to be performed, but did approve for electrical circut diagnosis; oil change and left front marker bulb being burnt out.  We explain to every customer that there is a diagnostic charge of which we reduced for Mr. ******* to $69.95 to trace and locate the issue for his horn.  If the customer would have had us perform the work to fix the horn, then the diagnostic charge is waived as part of the repair, yet he declined any further work. In the process of the appointment in which the customer requested a PA State/Emission inspection, we did as the customer requested and performed what we could, which was the emissions test. The safety part of the inspection was not able to be performed due to 3 issues: inoperable horn, discolored head lamp and burned out marker bulb.  The customer declined all 3 services so the safety part of the requested PA inspection was not able to be performed.  However the charge for the emissions test and pre-disclosed diagnostic for the horn was charged and properly so as per appointment of the customer.

The cost of the headlamp was for a replacement of the part and you have to replace the whole unit and not just the glass.  If Mr. ******* was able to clean the lense, that is his choice, but the discoloration will return most likely when the polish wears off.  We do not get into that type of fix due to future concnerns and issues that can come back against the dealership.  We performed the work that was requested by the customer and the customer chose other alternatives to his needs.  However, I do not see that a refund is appropriate for what we performed per the customer's initial appointment.

**** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a used ****** vehicle from #1 Cochran of Robinson. When I purchased the vehicle I was given a 158 pt vehicle inspection sheet w all areas checked as "ok". I have recently taken my vehicle to my mechanic of over 30 yrs for inspection. I was told by my mechanic that I need an exhaust system, however, he won't even touch it because of the "rigging" of exhaust system which was in place when I bought the car. Normal factory system that I would have paid for runs approx $300.00 for my car. I will now have to pay between $500 & $600 to have it replaced because of the way the present exhaust system on the car, which is how I bought it, is so mickey moused, he suggested I take to to a place such as *****. My complaint is, the 158 point inspection sheet says the exhaust was inspected. If indeed it was, why was this thing sold like this. If it was not inspected and the dealer was unaware, then why is it checked off on the 158 pt insp sheet. I have tried & tried to contact *** ******* to inform him of what kind of cars are leaving his lot & was told by **** ******, Director of Customer Care & Owner Loyalty, "that's just not going to happen". I am furious that not only will *** ******* NOT take responsibility for this & at least get on the phone, but now I am forced to pay double for an exhaust that was mickey moused by someone before I bought it & was never told about it. The warranty has run out and I have had the car almost 3 years. I told Mr ****** I was aware of this & wouldn't dare ask Mr. ******* for $ or to stand by his product in good faith, but I want someone to know what kind of cars they are selling, along with the car's "repair secrets" How could they look and inspect this & not see what my mechanic saw as soon as he put it on the rack? DISHONEST in my eyes to say the least. Trying to get ahold of Mr *******, FORGET IT! He will not take calls from customers who spend their hard earned $ once he gets is. Beware, used car customers. AS FOR THE 158 PT INSP SHEET, ???????

Desired Settlement: **** ****** has offered to "take a look at the car". Quite honestly, I am afraid they will do something else to my car if I take it to them. I think they should be made to replace this exhaust in the order that it should have been sold to me. Not a mickey mouse job that obviously was not inspected, but was stated that it was inspected.

Business Response:

Ms. ********* did purchase a 2003 ****** from #1 Cochran on August, 21, 2010 - almost 3 years ago and at that time the vehicle had just under 51,000 miles on it.  The last time the vehicle was at #1 Cochran was on November 17, 2010, approximately 2.5 years ago.  Over the course of this time, we have no idea of what services or whom worked on her vehicle.  Assuming by her letter that she would have been going to her mechanic of over 30 years, my assumption would be that he is the person that has been working on her car the past many months.  If the exhaust system is as she described, someone would have certainly seen the concern that she expresses well before now and since we have not been the service department working on her vehicle for the past years, how is it that we can be responsible for what others may have done over this time that she may not be aware of.  Her assumption that this was a condition at time of sale and not something over the past multiple years of others working on the vehicle is not a fair assessment, that she comes back to the selling dealer after 3 years.

In regards to Mr. *******, we are a large organization, and as other companies our size, we have management in place to handle such situations, and in my role, I have the authority to speak on behalf of Mr. *******, as he is away from the office on a regular basis addressing other business.  I offered to look at the vehicle for the customer and at which time, she hung up the phone without completing the conversation.

#1 Cochran stands behind every vehicle we sell and service, but the fact that this vehicle was purchased 3 years prior and serviced by others over the past 2.5 years, our best offer would be to look at the vehicle and see if we cannot save her some money on the repair, however, to take full responsibility over the course of the ownership without us servicing the vehicle is not an option as the customer chose where to entrust her service work to be performed elsewhere.

Sincerely,

**** ******

#1 Cochran

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I took my Nissan X-Terra in due to a loud grinding noise. I called to make an appointment and specifically said it sounds like a wheel bearing issue. I was told the sound was bad rear rotors which needed to be replaced, I complied and paid for the service. After driving the car off the lot, the sound remained. I called Cochran Nissan again and asked if they inspected the wheel bearings. Their repsonse was "yes" but "maybe they do need to be replaced". So the repair which I paid for was not what I took my car in for, as usual. I went to drive to work and the sound got so loud I took it straight to a local mechanic. He inspected the wheel bearings and said it was "unsafe to drive". My safety was compromised by Cochran Nissan Service's negligence. Their repsonse to me saying I didn't trust their Service Department and that I felt my safety was compromised was "we can give you a discount on wheel bearings or a free oil change". I will never use them again, and recommend that NO ONE takes their car to be serviced there.

Desired Settlement: I would like a Refund for the cost of the unecessary repair of the rear rotors $303.94. It was not what I took my car in for, and my safety was compromised due to their negligence.

Business Response:

In regards to the concern from *** ***** *** ****, I want to apologize on behalf of our team for the way this was handled.  I will be issuing a check refund for $303.94 as requested. 

Sincerely,

**** ******

#1 Cochran

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told that I was getting a 6 year 72 month deal on a vehicle and was led to believe that throughout the course of the sale. Because I trusted the salespeople, I was taken advantage of in the final signing and did not realize that a 7 year 84 month deal was put in place even though there was no verbal mention of this.

Desired Settlement: I would like to either cancel the deal or get the same payment at a 6 years 72 months.

Business Response:

The customer had agreed on the sales floor to a 72 month deal at $360 - that we agree upon.  However, when the customer went into the finance office, he was also presented other options including a 75 month term at $346 and an 84 month term at $317 - all for base payments.  After about an hour of discussions with the customer including consideration of ancillary products, the cusotmer agreed upon and accepted an 84 month term at $360 but that also included optional warranty, gap protection and key replacement.  The customer has the same payment, but with his desire for the additional products and keeping the payment the same, the term had to be and was agreed and signed for by the customer to an 84 month term. 

We presented all the information to the customer, as noted by spending an hour with the F&I representative, and the customer knowingly signed for the term that he has received at the monthly payment he wanted. We have copies of all documents that are signed by the cusotmer if you would like those sent as well.

Sincerely,

**** ******

#1 Cochran

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I traded my vehicle in on Saturday April 13th. I was looking for a cheaper vehicle to trade for, and since I owned my vehicle I was expecting money in return. I came in without the title for my vehicle and I understand that it came take time to get one. However when I asked how long I should expect to receive a check under these circumstances. The salesman and sales manager told me early this week. All they had to do was go to Butler to get a title and when it came back they could write me the check. It is now Friday and when I called the salesman told me that they haven't even went to Butler yet and he will give me a call me a call when they get the title. I feel very used and taken advantage of. They just told me what I wanted to hear about the time it would take to get a payment, and I don't think that they felt any kind of urgency once they sale and trade in was completed. They did whatever it took to make the deal with me and I don't think that this is right at all. I thought this was a solid company to deal with and these salesman aren't representing the company the way they should. It shouldn't take a week longer than what was presented to me upon the time of the sale. Under this time frame I could have gotten a title myself and perhaps found a dealer willing to pay more for my trade in. I'm very disappointed with what's going on here, I feel part of the sale was getting this payment this week like what was proposed to me. If someone tells me they are going to have something done and its a week late. That does not seem like very good business to me.

Desired Settlement: I feel that I should be compensated in some way for the sales team misrepresenting the time frame involved with my deal.

Business Response:

We had a computer system crash last week, that certainly should have been told to the customer. We got the title and a check is in process.  Would be more than happy to offer the customer their next oil change and tire rotation to be performed complimentary to them.  Please let me know.

Sincerely,

**** ******                    

#1 Cochran

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I took my 2010 Hyundai Sonata GLS auto to Cochran Hyundai for warranty work on Thursday, April 11th, 2013. I expected to get my car back the same day, but was told my car was backed into a pole in Cochran Hyundai's service area and that they were sending my car to their auto body shop. The car went to the auto body shop on Friday, April 12th, and was repaired, but it was in their shop for seven days. I was offered a rental and took the rental, which was a 2013 Jeep Compass SUV. I had to put the collision for this vehicle on my **** ** ******* credit card, as did/don't have collision insurance on my car, only Liability insurance, which covered liability on the Jeep Compass. I was called on Thursday, April 18, ( I live 60 miles away from Cochran) that my car was ready for pick up. I went into the Cochran Hyundai dealership and asked if they were going to pay the $136.00 charged against my **** ** ******* credit card for collision on the Jeep. The service representative said, "No". I called the Service and Parts director(*** ******* the following Monday and asked for reimbursement, and he just chuckled and said "No". I sent a certified letter to Mr. ******* with a copy of my ********** charge of $136.00 for collision coverage on April 22nd. I have not been contacted and no remuneration has been sent me for the charge. My car was damaged by a Cochran Hyundai employee thru no fault of my own. I wouldn't have had to pay for 7 days of collision insurance if this accident didn't happen in their facility. Respectfully,******* * *********

Desired Settlement: I want to be re-reimbursed the $136.00 I had to pay ********** ****** for collision coverage on the 2013 Jeep Compass due to the 7 days time it took Cochran Hyundai to repair my 2010 Hyundai Sonata GLS, PA ******* * *** ************ * ************ ****** ******* ******* ** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

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