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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 13 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 82 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

82 complaints closed with BBB in last 3 years | 27 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 10
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 8
Problems with Product/Service 63
Total Closed Complaints 82

Customer Reviews Summary Read customer reviews

10 Customer Reviews on #1 Cochran Automotive
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 9
Total Customer Reviews 10

Additional Information

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

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
The number is VD002387A.

Pennsylvania Vehicle Emissions Inspection and Maintenance Program
1101 S. Front Street, Harrisburg PA 17104
http://www.drivecleanpa.state.pa.us
Phone Number: 800-265-0921
Drivecleanpa@state.pa.us
The number is 1674.

Type of Entity

Corporation

Business Management
Mr. Robert Cochran, CEO Mr. Dirk Harper, Director of Customer Care & Brand Loyalty Mrs. Leslie Ozer, Media and Sponsorship Manager
Contact Information
Principal: Mr. Robert Cochran, CEO
Customer Contact: Mr. Dirk Harper, Director of Customer Care & Brand Loyalty
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, Chrysler, Dodge, Ford, GMC, Hyundai, Infiniti, Jeep, Kia, Mazda, Nissan, Pre-Owned (all makes and models), Ram, Subaru, Viper, Volkswagen

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

Alternate Business Names
# 1 Cochran VW of Wexford #1 Cochran Audi #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 Nissan of South Hills #1 Cochran Ram #1 Cochran Robinson Collision Center #1 Cochran Subaru #1 Cochran Subaru of Butler County #1 Cochran Viper #1 Cochran VW of Pittsburgh/South Hills Cochran Infiniti Gallery, North Hills Cochran Infiniti Gallery, South Hills
Industry Tips
Auto Repair Auto Service Contracts

Additional Locations

  • 10885 Perry Hwy

    Wexford, PA 15090 (724) 940-1000

  • 110 Route 908

    Natrona Hts, PA 15065 (724) 294-2000

  • 11750 Rt 19

    Wexford, PA 15090

  • 2770 W Liberty Ave

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

  • 2841 Liberty Ave

    Pittsburgh, PA 15222 (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

  • 3220 W Liberty Ave

    Pittsburgh, PA 15216

  • 340 New Castle Road

    Butler, PA 16001

  • 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 (724) 294-2406

  • 5200 Campbells Run Rd

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

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Aug 12, 2016 I took my 2011 Subaru Impreza in for service. The Check Engine light was continuously on. I received a call from #1 Cochran in the afternoon indicating that had found the problem. It was not going to be warranty work as I had caused the issue. I thank him for find the issue and asked if I can have the part number so I can replace it myself. The cause of the check engine light was that I drilled into the evaporator canister while installing my stereo. He indicated that they had to move my subwoofer box to find the issue. He told me it was 259.00 for the work they did to diagnose the issue but they can replace the part for me 688.00 since they already had remove items to diagnose I should let them do it. I gave them the ok. On Aug 17 i picked my car up and paid the 688.00. The car stalled three time on the way home. My stereo was wires were unplugged and still had power going to them. I called the service manager and indicated that I did not know they needed to take a part my stereo but was told just the box need moved and would not be able to be screwed down and it no was stalling. He said he would be happy to look at the stalling issue, but they are not allowed to touch after market stereo's. Now I had my stereo put back together for 200.00 dollars and one channel in my amp is not working. I contacted anther Subaru dealer and he indicated that the stalling issue would go away in a day or so as the computer needs to relearn itself from the work that Cochran did. That has been the case, I guess Cochran just wanted more money out of me. I did not get the service I paid for and my credit card company can not do anything.

Desired Settlement: I would 320.00 dollar refund as I would have corrected the issue myself and had my stereo taken apart professional as not to cause the damage #1 Cochran did.

Business Response:

The customer installed an aftermarket stereo in his car and drilled into part of the emissions system.  Our Service Advisor explained that this was not under warranty and we would have to remove his stereo to access that parts that he damaged.  The customer authorized the repair and was told we would not be reinstalling the stereo so nothing factory would be damaged again and he agreed.  Our Service Manager spoke to him yesterday about all this and explained I would not be refunding him for the repair but if there is a stalling issue or issue with the parts we installed that I would be more than happy to look at it.  Customer admits in his complaint that he damaged the car.  Again, if the performance of the car is due to the repair we made, we are more than happy to look at that aspect.

 

Dirk H*****

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.

Regards,

***** ******

From: **** *****************************
Date: Thu, Aug 18, 2016 at 3:55 PM
Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint #********.
To: Better Business Bureau <************************


I rejected there claim and not sure were I was to respond. They only stated they need to move my sub box and disconnect my stereo. If they are not allowed to put it back together, then why did how are they allowed to take it apart. Now one of the channels of my four channel amp is not working. This is why I first told them to give me the part number and I would fix it and just pay for diagnostics. 

8/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Saturday, May 14th, I purchased a used car from #1 Cochran and traded in a vehicle. I was dissatisfied with the mechanical condition of the vehicle I purchased. The vehicle was a certified Buick that had a 172-point inspection before sale but I suspected an antifreeze leak due to a burning odor when I arrived home with the vehicle. On Monday, May 16th, I returned to #1 Cochran with the vehicle. When they inspected the vehicle they were unable to locate an issue. As such, concerned with the vehicle's condition, I elected to utilize their 3-day 150-mile money back guarantee. The sales manager insisted we keep the vehicle despite the return guarantee advertised as "no questions asked" as he explained that if there were a problem it was certified. I declined to keep the sales manager refunded my purchase and returned my trade-in vehicle Subaru, but required that I pay $110 for title transfers for both cars. The manager then returned my trade-in Subaru title but never transferred ownership from the dealer to me. When I called the dealer's title department and inquired as to why the title wasn't transferred the representative told me that the $110 was for the used vehicle purchase return only because dealer title transfer is a double fee and she wasn't able to explain it. When I went to a notary to have my trade-in transfer completed back to me I paid the $51 title transfer fee and it was noted there that dealers have a $51 transfer fee as well, not double.

Desired Settlement: I would like a refund of all the charges incurred by me after I invoked the 3-day 150-mile money-back guarantee, totaling $175.

Business Response: Have forwarded the information to our Sales Management team of this location, including our Campus Director, to contact the customer and resolve the situation. 

Consumer Response:
Better Business Bureau:

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

Regards,

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

7/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a 2011 Kia Sorento in June of 2015. It came with a new, full inspection. In June of 2016 we returned to the Kia service department (in Robinson) to get our promised "free" inspection, that came with the purchase of the vehicle. The car also had two recalls that needed attention. I was told over the phone, when I made the appointment, that there was a recall on the broken passenger-side door, when in reality it was just the silver sticker that went on the handle--so that was an out right lie. And how is that a safety recall? I had an 8:30 AM appointment on Friday June 10, 2015. I arrived and was met by Ken. I gave him the keys and required info and went to wait in the waiting room/ show room. About 10 minutes into my wait Ken called upon me telling me that to pass inspection they would need to fix the passenger side door for $385, replace the filters $100, a back tail-light $45, and a front passenger side shock that was leaking fluid so badly that they would have to replace it for over $800--oh, and the inspection costs of $60. WOW! What?! Ken also suggested that I consider purchasing a new car from them, since the one I had required so much work. I was sitting in a show room! Did he think I was a moron? He must have! I argued that I just bought the car a year ago and how, with ALL of these MAJOR problems had it passed inspection to be sold? He shrugged. I told him to fix the recalls and do nothing more. I would take it to another mechanic to fix it. He agreed, charged me the $60 for the "failed" inspection and I left, angry, knowing he was trying to scam me. On Wednesday June 15th I put windshield washer fluid into my car. I noticed that the engine cover was missing. I called my mechanic and he got me in on Friday June 17th. He too noticed that it was missing and advised me to call Cochran to retrieve it and he would happily put it back on. I called Cochran Kia Service at 9AM on Friday June 17 and spoke to Ken, (the same Ken that tried to scam me just a week earlier) and he told me that the me the mechanic that worked on my car wasn't in yet, but he would call me back after he spoke to him and they located it. At 4:15 PM, the same day, my husband called Cochran Kia, as they had not returned or attempted to contact us yet. He too spoke to Ken, who said they were unable to locate the engine cover. By this time we had had another mechanic inspect the vehicle. It did need a rear tail light, but as far as the other expenses, those were not in violation of any state inspection requirements. They did say there was a tiny leak, but it was barely noticeable and should not be a problem for many more miles. The entire costs for the second inspection was $41. While on the phone with my husband, Ken, told him that we could come down to Robinson, which is about a 30-40 minute drive from our house, so he could look at the car--even though they had not found the missing piece. When my husband refused, saying that they could deliver the piece to us when and if they found it, Ken said that he would have his manager call us. Five minutes after he hung up the phone, Ken called back and said that his manager would not be able to address our problem until Monday. And now we wait. I would also like to add that as of yet there has not been an apology or any empathy for the situation. Nor has Ken taken a sympathetic or caring tone. Not a "sorry" for losing your engine cover, or "so sorry you are not happy with your service"--nothing! But I guess it is hard to be nice when you are screwing some one!

Desired Settlement: Either find the missing engine cover or order a new one. After acquiring it, they should deliver it to us so we can have our trusted mechanic install it. I will not let another Cochran employee touch my car, nor will I EVER purchase another car from Cochran.

Business Response:

Customer has spoken to our Service Manager.  A new engine cover has been ordered and will be sent to customer upon its arrival.

Business Response:

Our Service Manager personally went to the customer's home with a new engine cover and when we opened up the hood the engine cover was on the car's engine already.

Dirk Harper

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.

Regards,

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

There was an engine cover attached that had not been there before so I imagine the service manager had a way of opening the hood and getting the correct one on. This does not answer the question about why his mechanic said we needed nearly $1000 in repairs to pass inspection but our local garage was able to pass us with no repairs needed. I still doubt the honesty of this dealer and warn others not to patronize them.

7/5/2016 Problems with Product/Service
6/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had my vehicle serviced at this location. Spending $700 and my vehice was not fixed. Manager Tony told me he refuses to fix it. Was totally rude with me and refused to correct the problem. He claimed that the issue was with my rims being bent. I purchased new rims and the problem still exhist. He still tells me that he will not fix the problem. Also he had my vehicle for over 5 days and told me that "he would get to my vehicle whenever he got to it". Tony was totally unprofessional and extremely rude! And also hung up on me and refused to return my calls. I have been a loyal patron here for 8 years spending a lot of money. And i should not be treated like this!

Desired Settlement: I paid for services that were not rendured therefore i should be given a refund!

Business Response:

On May 21st Mr ****** came in to have some work performed on his vehicle, Ro# ******* The services performed on this RO were, a state inspection, the left lower ball joint replaced, an alignment, a tire rotation and front pads replaced and front rotors machined. The total of this bill was $714.79. On Monday the 23rd Mr. ****** called me and said he wanted an oil change which was not performed, and after we worked on his vehicle there was a vibration in the steering wheel while driving. He also told me a wheel center cap was missing from one of his wheels. I apologized and offered to test drive the vehicle and perform the oil change at no cost for his inconvenience. I also told him I would be happy to replace his missing center cap. His wife brought the vehicle in on May 24th and the technician found both front wheels we rotated to the front were bent and not true causing a vibration in his steering wheel, especially at higher speeds. I sat down with his wife in the customer lounge and explained to her what the issue was and why it was not felt before. In a nut shell, when the bent rims are on the back of the vehicle the driver will likely not feel a vibration or a very little one at most. Once his wheels were rotated to the front the vibration was prominent because it is felt directly in the steering wheel. I then gave Mrs. ****** a price for 2 wheels. I was asked to talk to Mr. ****** and was handed his wife’s phone. I explained to him the situation and he proceeded to tell me his vehicle was just in the body shop and this should be a cause of the accident. He also proceeded to tell me other things wrong with his vehicle since the accident, mostly paint issues. I walked over to talk to Ed Beverage at our body shop -  who helped Mr. ****** with his vehicle. He showed me pictures and Mr. ******* vehicle and the paint spots were pointed out by his insurance company as preexisting and were circled before work was started. Talked to Mike B****** about the situation and he told me the only thing that could be done at that point was have his insurance company come out and look at the vehicle again to see if they were going to cover anything. About an hour or so later Mr. ****** came to the dealership to talk with me and we took his vehicle over to the body shop. Mike came out and we walked around his vehicle with him. At that time, Mr. ****** said  he was never bringing it back here to Cochran. Furthermore he wanted all of his paint blemishes repaired at no charge. Mike explained to him the process of his insurance company coming back out and re-evaluating the vehicle. Mr. ****** insisted he was going to fix it regardless. He turned around and told me he would only deal with me.

 

His insurance company did come back out and refused any other repairs on his paint and the replacement of his wheels. Mr. ****** called me and said how terrible our departments are and he would never come back. He wanted to know how many spokes his wheels had because he was going to get aftermarket wheels. I called him back and told him he had 6 spokes. This was on Friday May 27th. On Tuesday May 28th Mr. ******* wife brought in 2 wheels and asked if we could put them on. About an hour later Mr. ****** called me and asked if his vehicle was ready yet. I explained to him that we were very busy but I would do my best to get them on as fast as I could. He proceeded to tall me he had already paid for these wheels to be put on and that I was going to replace his wheels and re-align the vehicle at no charge. I explained to him he did not pay for wheels to be replaced, only a rotation. I also explained to him an alignment would not be necessary because it was just completed and the bent rims would not have made the vehicle go out of alignment. At that point he said to me he did not trust our judgment, he wasn’t coming back again. I tried to help and work with this customer as best I could for days, at that point I explained to him I would but his wheels in the back of his vehicle and to please go somewhere else to have them put on. He kept using inappropriate language and acting unreasonable so I repeated my statement, told him to have a nice day and hung up the phone. He did not to my knowledge call me back after that phone conversation. The part about me not returning his calls is simply not true.

 

The services he paid for were rendered, I did not refuse him any service he paid for.

 

 

 

 

 

 

 


5/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is the text from an email that I sent to the dealership several days after getting service: I am looking at my credit card bill for the service below, and it does not make sense. I presented you with a coupon for a $19.95 oil change and free tire rotation. How does a $19.95 oil change and free tire rotation add up to $63.21? I am looking at my invoice, and I see four lines, A, B, C, and D. Line A is the oil change that adds up to $46.12, and adds a tire rotation for $21.95. Line B is a tire rotation for $0.00. Lines C and D also show $0.00. Line A also included a $10.00 discount. When I went to the cashier to pay, she told me my total was Just over forty dollars. I realized at the time that I never go to the dealership for service because these things always happen at the dealership. My coupon said, "shop charges not included." So my $19.95 oil change and FREE tire rotation were going to cost me just over forty dollars. Since I had a recall on my vehicle, I was willing to pay forty dollars for my $19.95 service. However, I am now looking at my credit card bill, and I see that I was charged $63.21 for a $19.95 oil change and FREE tire rotation. Please explain how $19.95 and FREE adds up to $63.21. Please also explain why the cashier told me she was charging me just over forty dollars, but my bill shows $63.21. So the dealership fraudulently charged me $63.21 after telling me they would charge me around forty dollars. I have told them to credit my credit card twice now, and they have not done so. I have also contacted my credit card company, who contacted Cochran, and Cochran refused to credit my card. They charged me for a tire rotation that specifically stated was free, they fraudulently told me one number and then charged me another, and now they refuse to credit my card.

Desired Settlement: Desired outcome is to fire Kevin K******** who refuses to answer my questions, and refuses to credit my card. However, I realize that you can't do that, so I will accept a refund that makes my payment equal to the coupon's stated value: $19.95 oil change and FREE tire rotation.

Business Response:

I apologize for the oversight and have instructed our store to refund the disputed amount today to the customer's request.

Sincerely,

Dirk H*****

#1 Cochran

Consumer Response:
I told the dealership twice to refund the difference between what I was supposed to pay, and what they charged me, and they never did.  I also reported them to my credit card company, and the credit card company asked them to refund the difference, and they refused to do so.  It was not until I submitted this claim that they finally did what they were supposed to do in the first place.  In addition, they never explained why their cashier told me one number, and then charged my card a higher number.  I assume that this is their way of making extra money from the people who don't catch it.  They are and always have been sleazy.  In spite of this, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

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

5/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was contacted by Infiniti/Cochran that my lease was ending soon and that they would like to take my lease in early before I had completed my lease if I leased or purchased another vehicle with them. This is a common practice as they have done this with me in the past as well on a couple other occasions. When I did this in the past I never had any issues and this time it started off seeming like no issues as well. The first person I spoke to on the phone was helpful and answered all of my questions/concerns, as did the dealership and salesperson once I arrived at the dealership. My concerns were that I was well over my mileage allotment and that I still had four payments on my old lease. I must've asked three or four different times that if I just decided to "buy" my current lease, what would my payments be. I expressed this as a concern mostly because of the mileage overage, I didn't want to have to pay a ton of money for being so far over but also because I still did like the car. The salesman assured me that "buying a lease" vs turning it in and getting a new lease never works out the way you think it will. When I asked him to explain that to me, he said "it just doesn't"... I said ok, but it does if I have pay mileage overage. He then said "look, how many Infiniti's/cars have you leased/owned from us?" I said that this was going to end up being my fifth and that I have been a customer for a long time, he said, "yeah, don't worry about that, we'll take care of the mileage and payments for you". I wasn't really surprised because I had turned in other leases early before and never had to pay the last "x" amount of payments and one other time I was over on miles and didn't end up paying then either so I really didn't think anything of it. A few days later in an email exchange with the sales manager I confirmed and expressed my appreciation for them taking care of the mileage and the payments, to which he responded and then we ended up talking in person, as seeming well. Flash forward now a couple of weeks after I have my new lease, I receive a bill in the mail for almost $6,400 stating that I owe money for the last couple of payments and for being over in mileage. Of course I was very upset but didn't panic, figured I'd call first and see what was going on. The salesman at first acted like he was helping me and that it was a mess up, then acted like he had no idea what I was talking about. I called the sales manager three times and no call back. I sent him an email and finally got a response which was basically him telling me they never agreed to that nor would they have. Yet I have proof! On top of the documented proof I have and I called that out to him, I also said, "why in the **** would I pay $6,400 on a car I no longer have and turn around and get almost the exact same vehicle just two years newer when I originally just wanted to keep my old lease?"... He still hasn't responded or returned my calls. This isn't fair and it's very upsetting. First off I was lied to just so they could sell a new car but also because I have been such a loyal customer and now they are treating me like this and ignoring me. When they sold me the new car, they flat out told me they wanted to "get the deal done that day" because it was the end of their fiscal year and they wanted to make the deal.

Desired Settlement: I either want my old car back or this bill taken away because this is not what I agreed to or was told.

Business Response:

Mr. ******** purchased two vehicles from us in a short period of time - #1 was a Q60 that replaced the leased vehicle he is referencing that was over in miles.  We invested in acquiring that vehicle from out of the market because that was the exact vehicle he wanted.  Within a short period of time, had second thoughts about it and asked if he could return it.  At that time, he sent an e-mail that implied that it was assumed that all of his payments and also his mileage overage would be forgiven if he leased a new vehicle.  This was 2 days after leasing the new coupe that he eventually brought back.  Her is the e-mail exchange:

THE EMAIL BELOW WAS 2 DAYS AFTER HE LEASED THE NEW COUPE…

I left you a message, if you can call my cell ###-###-####, I would like to talk.  Thanks   Ian

From: **** ******** [mailto**********************
Sent: Monday, February 01, 2016 4:59 PM
To: Ian R*****
Subject: Response from phone call

Hi Ian,

  I got your message, so I figured I would email you real quick since youre in meetings.

  The reason for my call was just a couple questions but before hand I do want to thank you for having the car brought in and being able to take care of mileage overage and the pricing as that was my major concerns with leaving the last lease and starting a new one.

  Now with the new car, it is very nice and all but it's not really I guess what I was expecting.  It's different from my last one and thought it would be closer.  It drives different and honestly just feels a little "cheap" if I can put a word on it in comparrison to my other one.  It handles differently, little things with the inside, just different.

  I have no idea if this is something that possible or not but right when I was about to leave I saw a four door q60S or q50S on the sales floor that I did really like and after researching seems like it would be much closer to what I had before from a driving perspective and interior.  I've never in my life asked to "exchange" a car a few days after buying so I dont know if that's something is possible or not but I figured I'd jump on asking ASAP.  I got the coupe of Saturday at closing time and you guys arent open Sunday, so first thing this morning is when I tried contacting Bill and that's when I found out he was off for a little.

  When Infiniti first contacted me my main concerns were just my mileage overage and the new price I'd be paying....  Once I got there on Saturday to see the car for the first time it took a lot longer than I expected to get going and at the point it was I just had to go, if I would've driven the car I probably wouldve have done it to begin with.

  I hope this email makes sense and again I do appreciate all the finances and workings with the other car and having it driven in, it just wasnt what I thought it was going to be.

I'll talk to you soon, thank you again in advance,

****

______

Ian asked to call Mr. ******** because what Mr. ******** was implying in his e-mail is not what was agreed upon previously.  The lease pull ahead program waived 2 of his 4 last payments and did not include any over mileage relief.  Ian explained this to Mr. ******** on the phone and made it clear that this was never agreed upon.  Mr. ******** may have assumed that because he had items waived in the past that it was commonplace and thus part of the original deal.  At that time, Mr. ******** did not dispute that the mileage or 2 of the 4 payments were not waived as part of the program, rather he had additional dialogue about possibly purchasing his old lease outright so that he could avoid the penalties.  The downside to purchasing his old car was that the purchase price was approximately $8,000 over the market value of the car so he would have had to pay the overage and then some if he wanted to remain in his old vehicle.  Furthermore, he would be in an older vehicle that was either out of warranty or close to being out of warranty and many years to pay for it in a significant inequity position.  At that time, Mr. ******** decided to move forward with a Q50 lease instead of purchasing his old vehicle. He came back in and returned the new Q60 coupe for a new Q50 coupe lease.

When Mr. ******** receive the bill from Infiniti for the overage in miles and 2 of the 4 payments on his old car, he again called Ian R***** saying it was a mistake and that he was expecting the dealership to pay that bill.  Ian reminded Mr. ******** of the above referenced phone conversation and Mr. ******** vehemently denied that the conversation ever existed.  Mr. ******** is looking for us to pay for his obligation and this is a most unfortunate - this was never agreed upon.  Realistically, how could the dealership pay for 6,000 in penalties and mileage fees on a vehicle that was returned well outside the parameters of the leasing agreement that Mr. ******** signed years ago.  This is very unfortunate that he owes these penalties however this is Mr. ********'s obligation and not ours.

Consumer Response:

  Whoever typed that response from Cochran is lying.  The conversation did not happen that way.  My original conversation was with Bill C****** the salesperson.  He is the one that assured me that the mileage and payments would be waived.  The only reason that I had originally went with the Q60 was because I originally wanted to just stick with my older lease and I said this to Josh B***** over the phone before even talking to the dealership and then again a few times with Bill C******.   Bill said that things don't normally work out and they kept pushing me towards the new car, stating things like "newer car", "new warranty" etc...  I explained that I wasn't concerned with this because my main concern was payment of a newer car or potentially owing anything from being over in mileage because I did not and would not have any additional money to put down because of things that I was remodeling in my house and a family vacation planned, I did not have extra money for a car, so me doing a new car verses paying extra money was not in my plains or first priority.

 

  I was told that because of my loyalty with Infiniti that could be taken care of, I would have never agreed to take the EXACT same car to turn around and pay that much money out of pocket because I did not have it.  When Ian called me and talked to me after I sent my email, it was strictly in referencing me returning one car and getting another.  The only thing that was mentioned about mileage overage and payments was Ian said "any deals worked out with Bill would still be in tact and wouldn't change with me changing cars". 

 

  I cannot believe the lengths that this company is willing to go in order to now keep a lie going because they don't want to have to pay something.  I called Infiniti financial on my own and they told me what the payments would be if I kept my old lease because every time I asked for this from Bill he told me not to go that route, seeming now like this was only said for them to sell a new car.

 

  I do not want to deal with Cochran anymore and I do not want this vehicle anymore.  I am willing to pay for the mileage that I have already put on the new car and I want out of this and do not want to give them any more of money.  Especially now with them unwilling to return phone calls and giving bold face lies.  This is not fair and it shows the true business practice of this dealership and company.  I am willing to take a lie detector test and also have my girlfriend do the same as she was their for the original business discussion about the payments.

 

Please help me!

 

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

 

 

Consumer Response: On Fri, Apr 1, 2016 at 3:29 PM, **** ******** *********************> wrote:

HI *****,

  I decided to send Derek H***** the full situation along with the added meeting I had with Cochran the other day.

  I will forward you separately just the bottom portion of the email that is about what I am looking for as well as the conversation from the meeting I had the other day with the people at the dealership.

Thanks again for your help,

**** * ******** 


From: ******************** *** *******************
Subject: Customer Service
Date: Fri, 1 Apr 2016 15:25:13 -0400

Hello Mr. H******

  I'm sure by now you know who I am without the two of us speaking or having any form of contact.  My name is **** * ******** and I am a semi-long time customer of Cochran dealerships.

  I have been leasing the Infiniti brand mostly from Cochran now for over 10 years.  In total I believe it is six cars.  I really like the cars and haven't had any issues with them and would like to stick with them but I am worried that I will not be able to do so anymore based on the experience that I am still dealing with today.

  Back in January this whole process started when I was contacted by Josh B***** who was in contact with me about me potentially turning my lease in early and doing a new lease.  At that point and time I made Josh aware of my plans to buy my lease out because I had some unexpected travel come up for work that pushed me over my mileage and I was curious on what the buy out option would be.  Josh informed me at that point that he would still need to set me up with a dealership to discuss terms of what I was looking to do.

  The appointment was set up with at the ***** ***** Infiniti location where I was introduced to a salesman (Bill C******) from Ian R***** when I arrived.  Bill was nice and asked what it was I was looking to do and I explained to him that I have been leasing for a long time and that I was just looking to buy out my current lease instead of leasing a new vehicle.  As a salesmen should do, he asked why I wasn't planning on leasing new again?  I told him my main concerns with the new car situation was that I am in the process of buying a new house as my current house is too small for my growing family and that I really didn't have any extra money to be putting towards a car and that I was worried about payments going up on a new car as well as the final payoff with how far over my miles I was, so based on this I had decided it was just the best option to keep my current car so that I wasn't hit with any extra bills for overages.

  I was asked again how many years/cars that I have leased and then Bill also asked if I was aware of the programs and benefits available to me for being a long time loyal customer with the brand.  I explained that I had an idea based on previous leases that I had done but wasn't sure on everything.  He then told me that he could definitely have my payments pretty much stay the same so that wouldn't be a concern if I went new.  There again I brought up and asked about my mileage and he waved it off and said it wouldn't be a concern and he could get that taken care of for me if I went new.  At this point he asked what I would be interested in and I said since I liked my car so much I was currently in, I just asked if they could get me the new version of the coupe.  It was then explained to me that the 2016 Coupes wouldn't be out until summer time.  I simply responded with an "ok" and said that didn't matter because I still had four or five payments left on my lease so I would be pretty close to that release date.  Bill at that point said to me that if I did wait that long that he couldn't guarantee me the same offers, meaning pricing and the mileage coverage then... 

  At that point I asked if there were any 2015 coupes left that were the same as mine.  Bill said that he and his manager Ian would have to do some research and let me know.  They looked quickly ad said that there was one that they would be able to bring in for me that was the same.  I left the dealership and awaited their call as to when the car would be there. 

  After getting home and thinking about it, I reached back out to Josh because he was my initial contact person and asked again for the payoff and payment options on my car if I bought my lease out since the dealership had glazed over it and before signing a new lease I wanted to weigh my options out to see what option would be cheapest and make the most sense.  Josh quickly responded and said that he would have Bill or Ian reach out to me with that information.  After a day or so I didn't receive a call, so I reached back out to Josh telling him so and he responded saying that he would try again for me. 

  The next day Bill reached out to me asking me why I was asking about keeping my old lease again?  I explained that I was concerned with payments and money so I just wanted to know all of my options.  Bill quickly answered me and said "buying leases never turn out the why you think they do"...  To which I responded "well, what it doesn't come with though is new down payment, higher payments, and the potential of the extra charge for mileage".  Bill again quickly responded with "don't worry about the mileage, we'll get that taken care of for you, I told you that with the loyalty and amount of leases, we can get that taken care of for you and I'll work on the payments with Ian".  So I felt much more at ease going into the new car after this conversation. 

  I showed up at the dealership once the car they were bringing in arrived.  It was busy and close to closing time, so I waited a little bit but then I believe I was one of the last customers of the day.  Bill showed me the car but then quickly brought me back in to meet with Scott M*** the finance manager.  While Scott and I were talking I asked about the "final inspection" of my car.  In each of my other turned in leases someone either came to me or we went over it at the dealership, miles, damage, wear, etc...  Scott just dismissed it and said that it wasn't a big deal.  Again, I started to think about the whole loyalty and length of time, figured it was just a benefit to me.

  Shortly after being in the car I realized it wasn't what I thought it was going to be.  But the dealership was closed and the next day was a Sunday.  I called the dealership and left a message with Ian Renter to explain that the car I was in wasn't what I thought it was going to be and I wanted to talk about it.  Ian and I played phone tag and in a message he mentioned being in meetings all day and to send him an email with my question.  As soon as I could, I emailed him and thanked him for being able to bring a car in for me but it wasn't what I thought it was and I wanted to know if I could exchange the car and still have the same pricing deal as well as having the mileage worked out for me, or was I stuck with the car they brought in for me to get that same deal.  Ian responded and asked me for me to call him later on when I had a chance.

  When Ian and I spoke on the phone he was very nice, very helpful and said he didn't want me to be unhappy with the car that I was in and that we could probably work something out, but it needed to be done quickly because their fiscal year was coming to a close that night and all deals that were worked out in the previous year, had to be put through.  I asked about the deal that Bill had worked out for me and Ian ensured me that any and all deals that Bill worked out with me would still be valid and on any car I decided to get, but we needed to get it done ASAP.  Actually even to the point that they did all the paperwork in hand written fashion so that they could keep it in the previous fiscal year.

  Everything seemed great and fine until a few weeks later when I received a "final bill" for a little over $6,000.  I called Bill shortly after I called IFS when they informed me on what it was and that I needed to talk to the dealership.  When speaking with Bill he said that "sometimes it takes a little bit of time for payments to go through and that perhaps I had received the bill in error" but then asked me to take a picture of the bill and send it to him but assured me that it would be ok and taken care of.  A little time went by and Bill had called me back to tell me he was taking care of it.  He then later texted me about the mileage, I responded to him and then I never heard from him again.  He didn't return phone calls or texts.  Then I reached out to Ian, called him three separate times and he also wasn't returning my phone calls.  So then I reached out to Josh again for help getting in contact with the dealership since I wasn't being contacted back and got nothing back from him either.  Finally I emailed Ian asking why no one was contacting me anymore, he responded through email and said he was under the impression that Bill was in touch with me, but told me that he wouldn't have made the deal for mileage and if I wanted help I should reach out to IFS for help since I have been such a loyal customer, maybe they would help me.  I responded and said that there is no way I would've ever agreed to lease a new car, have new payments, plus turn around and still pay the payments on my old car, and the mileage overage.  Especially since from the get go I was a very clear about wanting to keep my old lease based on my situation and being so far over in miles.  He never responded.

  From this point on I reached out to IFS, the BBB, Infiniti consumer affairs, and countless other people looking for help.  First off there is no way that I could come up with $6,400 out of pocket but more importantly, I was mislead and this wasn't what I agreed to.  After probably at least 11 hours on the phone, Infiniti themselves agreed to take off about $1,600 of the bill in good faith for my loyalty.  They also told me that they would reach out to Cochran to see if Cochran would be willing to pay all or some of the difference since to this point they had done nothing.  When speaking to Infiniti consumer affairs, they were able to give me Ian R*****'s bosses name (Calvin L***) and also informed me that Bill C****** my original sales person had been terminated from working at/with Cochran.

  I emailed Calvin the whole situation and basically begging for help.  Calvin quickly responded and wanted to set up a meeting with himself, Ian,  and me.  Said he wanted to see what we could work out and what agreement we could come to that would satisfy all parties and what would be best for all of us.  I was happy that I felt like I was finally getting some place and had figured that IFS had contacted Cochran and even though in my mind I didn't think I should have to pay any of the amount due based on what was said to me, I was thinking it would be some kind of three way split which honestly at the point of dealing with it over a month, 11+ hours, and countless conversations I just wanted to be done with it.

  When I met with Ian and Calvin, I was shocked at how the conversation went.  At first Calvin had asked me to explain what happened and from that point I felt like it was tough to even get a word in.  For lack of a better word, they ganged up on me.  Ian lied about conversations we had, claimed we had a conversation that never took place.  I looked him right in the face and said I would gladly be hooked to a lie detector test and tell a judge what our conversation was about, to which he pretty much didn't respond and kept his head down, almost no eye contact.  Calvin did present some options, but every option was for me to pay the entire amount a few different ways.  I looked at them both and asked why Cochran wasn't willing to at least even help out, especially since the salesman had lied and mislead me into getting a new car.  They claimed they were trying to help, but honestly what matters to me is the dollar amount, why should I have to pay something that I was told would be paid?  I then also brought up and asked why Bill Coleman was fired and not there anymore, to which they both seemed a little uncomfortable with but quickly stated that he was "pursuing other options".  I'm not an idiot and know what that means, I am a manager myself and not that I wanted to know the intimate details of why someone no longer has a job, I just think it is awfully ironic that the person that was the one who worked out the deal for me, now no longer works for the company.   Ian then looked to me and asked if I seriously expected Cochran to "cut a check" for that much money.  To which my response was, why not?  On a previous lease I had of an FX35, I was contacted about turning it in early when I still had almost two years left worth of payments.  That in total would have been close to $15,000, so yeah why would it matter?  He responded with "well mileage is different" to which I brought up a lease I had on a G37 and said that it happened before and I was told then it would be taken care of because I was a loyal customer and I never received a bill then...

  As I was getting frustrated, I still stayed calm and just said look, is Cochran really not willing to do anything at least for the mistakes that were made?  Calvin responded by telling me that Cochran didn't make any mistakes, twisted his words and said that there are definitely things that he would've liked to see done differently, but nothing they did wrong.  I said, you realize that's just a nicer way of saying that you guys messed up right?  After a little conversation, Ian stated that the everything went "wrong" when I decided to change my driving habits and drove 20,000 miles over mileage allotment.  That comment upset me a little because it was a direct jab, but I responded that we wouldn't be having this conversation if I just kept my car in the first place and wasn't mislead.  The both said that because I couldn't prove the conversation with Bill had happened that I learned my lesson by not having something in writing, again to which I responded about Ian lying about our conversation and he also had no proof about it. 

  I think it's really wrong what has happened with this whole situation and I cannot believe that two business professionals sat down and honestly said to me that "I learned my lesson" for not having the offer in writing.  I can't believe that was said, I mean, I get it....  I understand but why wouldn't I believe something would go a certain way, especially when I have done this before?

  All I want at this point is for this to go away.  If I have to pursue this legally, I will.  I am still in contact with the BBB and I am trying to avoid going to court over this because I honestly just want to be done with it.  I am tired of dealing with it. 

  What I personally cannot understand is why after leasing and being a customer since 2005 is Cochran willing to just throw away a customer?  I have spent a lot of money with you all and I love the Infiniti brand and with Cochran being the only reasonably close Infiniti dealership to me, I would like to stick with them and Cochran, but if Cochran isn't even willing to help me out at all, how can I stay with you all?  Plus I know you're in customer service, you know how things work...  Do you think I have any family member or friends that I wouldn't tell this story to?  I wouldn't even have to discourage the dealership, the story speaks for itself.

  I just want what is right to be done.  I am already caving a little because I know that legal help is going to cost a couple thousand, so I am cutting my loses...  I am willing to pay some of this to make it go away, but not all of it because it just isn't right.  Is Cochran really ready to let me completely go?  Make me go through even more hoops than I already have?  It's not fair and morally isn't right...

Is there anyone in this company that is willing to help me be done with this?

Thank you for your time, I would really appreciate a response or phone call....

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

Business Response:

We responded back to the customer. He has spoken to the appropriate parties at #1 Cochran and we have discussed the matter with him in person from our Sales Management team.  Lease deals are very specific and the customer knew of the issue with him being over his allotted lease mileage by more than 20,000 miles.  We are not able to negotiate these matters as the lease payment is bases on the residual value of the car based on time and miles.  There is no evidence of any commitment and the customer signed all papers related to this situation and is aware of his commitment.

 

Dirk H*****

5/3/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 8/8/2013 - Car purchased with 37,676 miles. Also purchased extended warranty for 36 months/75,000 miles Add On, $0 deductible. (Note this was the second car in under a year purchased from Jim P***** at Cochran used car center) This would have covered the car until 8/8/2016 or 112,676 miles. 1/1/2016 - Noticed car making noise 1/9/2016 - Took car to Cochran Ford of Allegheny Valley for Oil Change (Invoice *******. Asked them to just listen to the sound. They recommended I take to Acura 1/13/16 - Took car to ****** Acura in ******* (Invoice ******). They found that it needed a new alternator, which was covered by my extended warranty. However, when they called they were advised that the warranty expired. After over 20 phone calls to various people at Cochran that day and the next trying to get a hold of Larry D*** or whoever could help clear this up, I was finally told to take the car to Cochran Mazda and they would take care of everything. Had to pay ****** $104.86 which Larry told me would be reimbursed. I did receive this reimbursement promptly. 1/14/16 - Drop car off and am given a loaner. No communication the next day and ended up with the vehicle over the weekend. Also told they were going to do a multi point inspection in order to "re-warranty" the vehicle. 1/18/16 - Pick car up and the sound still persists. 1/25/2016 - I was informed by Larry that I had been given a new 1yr/20,000 mile Add On warranty but any work done would be a $100 deductible...not what I originally purchased. 1/28/2016 - Take the car back to ****** Acura because the sound still persisted. Now that I had a new warranty, I didn't want to take the car to Cochran and wanted it fixed right. This time they found that some pulleys need to be replaced. Again they tried to call the extended warranty company but this was denied due to a "pre-existing condition". Again after several phone calls to various Cochran phone numbers I am finally told to take it back to Cochran Mazda. Once there I am told that I can't get an appointment until the following week. 2/2/2016 - Show up for my appointment and drop the car off. Again, little to no communication throughout the day unless I initiate. When I finally do talk to Chris in Mazda service, I am told that the parts are 7-10 days out but the tech says the car is safe to drive and I can come pick it up. I show up at around 4:30 as I told Chris I would and my car isn't there. A few calls are made and I am told that my car wouldn't start and the tech has left for the day. Chris has someone from ********** come get me and put me into a loaner. 2/3/16 - No update until I initiate but am told now the starter is bad and that it should be in by Friday 2/5 but most likely not until the afternoon. So now, I am in an ********** car until at least Friday. 2/5/16 - No update from Chris at Mazda as to whether or not the part came in and received no call back. Stuck with the ********** car for the weekend. 2/8/16 - No update from Chris even several hours after a message was left. Finally, I walked into the shop at around 1pm. Only then did he call the service department, find out that the starter was installed and had the car brought over. At this time, I am still waiting for the pulleys to come in and be installed and will be stuck with a $100 deductible for the next 1yr/20,000 miles. 2/12/16 - Pulleys came in and took the car in early. Contacted Mazda service at about 3pm and was told the car just showed up. I asked "is it still making the noise" and was told No. Picked up the car and sure enough, the noise is still present. I ask the service manager (Paul was covering for Chris) to come out and listen, he clearly hears it and says that I will need to bring it back. Also said that Chris would contact me Monday with an Invoice and to schedule next appointment. 2/15/16 - No call back 2/16/16 - Left a message with Chris, no call back 2/17/16 - Called Chris and had to again explain that the issue was still there. Said he had to contact Larry to see what to do. He wasn't even aware that the car was still making the noise. Chris also advised that he would be mailing my invoice. 2/24/16 - Have yet to receive mailed invoice from Chris at Mazda. Emailed Larry to find out what I need to do (as of 3/16, I have yet to receive this invoice) 2/24/16 - Emailed Larry, no response 2/25/16 - Emailed Larry, no response 2/29/16 - Emailed Larry, no response 3/4/16 - Called ******** to discuss my options and spoke to ****. He informed me that I should contact Cochran but after I explained to him that I could not get Cochran to call me back, he agreed to have underwriting contact Cochran directly. **** advised me to call ******** back if I did not hear from anyone in a few days 3/10/16 - No contact from ******** so I called. Spoke to Virgil and had to explain my problem all over again. After being put on hold for 15 minutes, he came back and said that underwriting had called Cochran and left a detailed message with Harry. At this time, Cochran had not returned ********'s call. After finally making Virgil understand that Cochran entered the original contract into ********'s system incorrectly, he tried to tell me that I need to contact Cochran. At this point, I asked Virgil to have **** contact me since I feel that **** understood the underlying issue better. After **** contacted me, he again told me that nothing can be done without Cochran but did ask that I email him my original contract, which I did. 3/14/16 - Spoke to ******** and they advised that the original contract that I signed contained terms that were not available at that time and there is nothing they can do. Also spoke to Jim Powers who provided me his cell phone and asked that I call on 3/16 so that he could discuss with Larry. 3/16/16 - Called Jim's cell phone. He stated that he already talked to Larry and that Larry said that I have a warranty and that the $100 deductible "is what it is". I explained to Jim that while I have a warranty, ******** is considering the issue pre existing and will not fix it under the new warranty. Jim advised me to contact Travis M****** So basically, I was sold an extended warranty that didn't exist. Had Cochran told me that when they went to enter it into ********, I wouldn't have purchased an extended warranty that only covered 37,324 more miles. Instead, Cochran put it through, I feel, in hopes that I would never need it.

Desired Settlement: I would like to get the car fixed once and for all at ****** Acura in *******. Since this should have been covered by original warranty, Cochran should cover the entire repair. Furthermore, since the original warranty I purchased had a $0 deductible, Cochran should reimburse me the $100 deductible should I need any further warrantied work done under the new contract.

Business Response:

In regards to the extended warranty - the customer has been made whole by #1 Cochran purchasing at no cost an additional 1 year and 20,000 mile warranty for the customer.  In regards to the issues with the vehicle we have addressed, again at no cost to the customer, the diagnosed concerns - whether at ****** Acura or #1 Cochran - for the alternator, starter and pulleys.  The issue now is a noise, that to our understanding has not been identified as a mechanical failure of any parts, thus not being able to be fixed as no known concern.  We have stepped up multiple times for this customer and taken care of the issues.  We do not have a diagnosed situation for the noise of the current situation and the customer has been driving the car for over a month with no mechanical issues or warning lights that we are aware of - other than a noise.

Dirk H*****

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 new, 1 year and 20,000 mile warranty, that was given at no charge now comes with a $100 deductible. So while there is a warranty, it is not the one I purchased at the time of buying the car.

Additionally, the issue is not "now there is a noise", this has always been the issue. Even when I picked up the car from Mazda the last time , the noise was still very noticeable: "2/12/16 - I ask the service manager (Paul was covering for Chris) to come out and listen, he clearly hears it and says that I will need to bring it back"

If this was in fact a new issue, then I would simply take it to an Acura dealership to get it fixed and just eat the new $100 deductible. However, I have spent a lot of time on the phone with ******** and they will certainly deny it as a "pre-existing condition" meaning that this issue was discovered after my original warranty (incorrectly) expired and before the new warranty was issued.  This means that while Cochran did the multi point inspection to re-warranty the car, they reported to ******** that there was a noise hence the "pre-existing condition". This is confirmed by the fact that when I took the car back to ****** after the alternator was replaced,
****** attempted to put the pulleys through ******** under the newly issued warranty and was denied due to the "pre-existing condition"

Regards,

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

Business Response:

If customer has a diagnosis from an Acura dealer with the exact cause and concern of the noise, we would need to see that and the complete diagnosis. 

Consumer Response: On Mon, Apr 25, 2016 at 12:21 PM, ****** ****** ***********************> wrote:

Attached is the original paper work I signed. As you can see, Larry D*** initialed that the Add On miles is what I was purchasing with a $0 deductible.

After recent conversations with ********, it was explained to me that those terms did not exist at that time. However, it seems that Cochran put this contract through ********'s system by changing the Add On miles to Max Miles.  Had Cochran contacted me to state that these terms did not exist, I wouldn't have purchased the extended warranty.

If I were to take the car back to Acura today to get a "complete diagnosis", Acura would charge me at least $85 to look at it.

It is my belief that Cochran should agree that I take the car to Acura, get it fixed and reimburse me for the total invoice.

If Cochran will agree to that, moving forward I will accept the fact that I now have a $100 deductible for any covered work.

Please let me know if you need any additional information,

Thank you for your help,
****** ******


Business Response:

I will reimburse the customer for the diagnostic charge only at this time until it can be determined if there is an issue and what they may be in relation to what the extended warranty would or would not cover.

 

Dirk H*****

Consumer Response:
On Tue, Apr 26, 2016 at 3:10 PM, ****** ****** ***********************> wrote:
Please find the attached documentation.

Paid $56.81 today for the diagnosis.

Acura found that the AC Compressor is bad. Quoted $1,372.03 to replace the compressor.

Business Response:

We verified the claim with EZ Care as it was called in to them by the Acura dealer.  We are told that this is not a mechanical failure but a noise and at this time not covered by the extended warranty.  We will be issuing a check for the refund of the diagnosis, but without a known mechanical failure - whether or not covered by the extended warranty - no further assistance will be provided at this time.

#1 Cochran

Consumer Response:

I give up...I've been given the runaround for over 5 months and Cochran has refused to step up.  I purchased my last 2 vehicles there and had every intention of purchasing future vehicles from the same salesman but it has become obvious that Cochran is only concerned with the sale and nothing beyond that.

All of a sudden ******** doesn't "Fix Noises" but the last couple times they were contacted regarding this noise, they either said it would have been covered (see Alternator) or they wouldn't because it was pre-existing (see pulley claim).

Lost in all of this is the fact that I was sold something that didn't exist and no attempt was made to even make me aware of until I found out by accident.  Cochran needs to look at their processes and reevaluate their procedures on contacting customers as throughout this entire ordeal, little to no contact was ever initiated on their end.

Sounds to me that the only way this will be fixed is when the AC Compressor completely fails and strands me somewhere...looking forward to that.



Regards,

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

4/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cochran had my car for four weeks and five days a failed to fix my car as per agreement for 1600.00 dollars They stated that they could fix it for 3200.00 dollars. I sent them three emails that went unanswered four phone calls unanswered went down there four times to get some satisfactory answers.

Desired Settlement: Fixed my car as per agreement.

Business Response: On Wed, Apr 20, 2016 at 5:36 PM, Dirk H***** <*******************> wrote:

*****

  Cannot get into the BBB site to reply (you mentioned some issues with your internet there) so please see below our response to the following case:

 

  Our Advisor (Wayne C******* told the customer that he needed a Mass Air Flow Sensor replaced and the intake had a vacuum leak that needed a new intake. He told the customer it would be around $1600.00 for that repair. Mr. C****** is no longer with our company, so our Service Manager – Brian B**** - took over this order and spoke with the customer. The customer said Wayne told him that the Intake, Mass Air Flow Sensor, Inspection, Emissions and 4 tires were to cost $1600.00. So to show good faith with the customer, I got it done for $1672.71 for everything tax included. The customer was driving a loaner car that Wayne put him in also the entire time. While the technician was replacing the intake he found that the injectors were worn out and need replaced. I called the customer back and told him it would be additional cost to replace the injectors (around $400.00 each). Then I explained that I could try to clean them for him, which we did at no cost, and also that he has spent enough money to qualify for a waiver for his emissions test this year so we would be able to put on a sticker. He said he knew about the waivers from previous inspections. So he said to stick with the $1600 amount and repair it that way. We did all this and the customer came in yesterday and paid the bill, pick up his car and returned the loaner vehicle. He pulled Bryan D***** another advisor, aside and whispered to him “thank you for all the work but I will never come back here and I will tell others not to come here too.

I think we acted completely in full faith and honored everything we told the customer and more.  There will be no further consideration on this repair for the customer.

 

Sincerely,

Dirk H*****

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.

Regards,

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

4/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a 2011 "certified pre owned" dodge Durango on 4-14-15....the salesman and I both agreed on an issue the vehicle had ..it was a small dent/hole/crack on passenger rear door...he said they don't do appointments for these kind of repairs...but they would repair it for me if I bought the vehicle....Ok fine...two months later I noticed as I drove the vehicle...(my wife always had it I rarely drove it)...I was going down a hill at a high rate of speed and hit the brakes...to my surprise the entire vehicle started shaking ...my wife had told me she noticed something was going on with the braking system..and I didn't really think she was correct until that moment...I emailed Gerald..the used car sales man who sold me the Durango .. no response for about two weeks...finally got an appointment..now mind you its been three months now almost...got car in they say it needs rotors they are warped...???THE VEHICLE WAS SUPPOSED TO HAD GONE THROUGH A 121 PIONT CERTIFIED PRE OWNED INSPECTION...they wanted me to pay them for the rotors to be cut..i paid half after arguing the fact that I just bought the vehicle 3 months earlier...Now they also were supposed to fix the dent previously talked about earlier. They did the rotors (cause I paid for it)..and did not fix the dent/crack/hole on door...when I asked why he said the guy who does that wasn't here today..just bring it back whenever you can...he says hes here on Mondays. Well I took my vehicle in for the (free ) state inspection ,as it was set to expire..and asked if it could be repaired at that time ...the sales man disagreed with me and now says its been to long and now they will not fix the door...also the keys are not working correctly for the second time ..they fixed for free once but now ..they told me I would have to pay for diagnostics on them...im paying 370 a month for a piece of crap they wont fix..they want paid for things they had included in the deal. VERY BAD SERVICE..RUDE..DISHONEST

Desired Settlement: I WANT MY DOOR FIXED IT WAS PART OF THE PURCHASE DEAL,,,MY KEYS FIXED AGAIN FOR FREE...THE CAR WAS VERY EXPENSIVE ...AND SHOULD NOT BE IN THIS CONDITION

Business Response:

Mr. ********* purchased this vehicle in April 2015 (about 11 months ago).  At that time the vehicle had a nick on the door and we did offer to fix it for him at that time.  The customer shows up almost a year later and the repair is more than just touching it up, but requires body work as well.  If the customer would have came back in the first weeks of ownership the repair would have been done and this issue would have been prevented.  We are more than happy to help in the repair, but the customer neglected the original offer for an extended period of time.  We are also happy to look at the key issue, but again, this has been over a year since the original incident.

Dirk H*****

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.
The company #1 Cochran ******* ******* pa.. wants me to pay them for the repairs..that they 'offered' me...I should not have been able to take it off the lot if it was going to cost to get it fixed ...The vehicle costs me almost $20,000..and  now the key isn't working and they want to charge me for that also ...The vehicle should work 100% properly free of charge for at least 1 year if it costs $20,000..especially if its not our fault!! bad key 2nd time now..door was there with the hole when I bought it (under the impression it was to be fixed)...
Regards,

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

Business Response:

As offered originally - we will replace any key issue that the customer is having.  In regards to the repair on the door - as originally stated - we will assist in the repair, but the fact that the customer did not return for over a year to have the work done when offered originally, leaves some of the responsibility upon them as well. 

Dirk H*****

4/12/2016 Problems with Product/Service
4/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The vehicle (2008 Mercedes S550 was sold to me as being in excellent condition. When I begin to learn how to work certain features on the car, I discover one of the major vehicle control systems was malfunctioning. I called several times in order to try to get the issue resolved to no avail. My calls were never returned. The Voice command module is not working. I believe the dealer had prior knowledge of this but sold me the car anyway. Now I can't get anyone to help me resolve the issue. It can expensive fix according to the research I discovered online.

Desired Settlement: I just want the dealership to call me, and arrange to have the voice command system repaired immediately at their expense.

Business Response:

Have reached out to our Robinson Campus Director - Ms. Elaine C***** - as well as the salesperson to contact customer.  My apologies for no one returning his phone calls.

Dirk H*****

Consumer Response: Better Business Bureau:

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

Regards,
******** *****

3/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cochran Collision Center in Monroeville paint the hood of my car in 2013. I thought it didn't look right when I picked it up, they dismissed my concern. I called to follow up but heard nothing. I gave up. This past Monday, I took my car to have it fixed for something else at ***** in Ross Twp. Bob at ***** called me to ask who painted my hood, because the paint is failing. I called Cochran Monday to ask about the lifetime warranty, ans was told repeatedly that I need to drive my car (which I don't have in my possession) to Ross Twp. They refuse to talk Bob at *****, and my insurance company (***** - my husband is retired Army) isn't willing to say anything other than "the manager expects you to drive your car to Monroeville".

Desired Settlement: I want Cochran to either drive out to ****** have ***** drive out there, or send a Cochran employee that is closer, or use Skype, etc; to inspect the hood. I also want them to pay the addition $800(?) it will cost me to repaint my hood, plus my rental car for an additional 3 days (if they are unwilling to drive there themselves)

Business Response:

The Balfe vehicle came in for repairs 4-12-12.   The repairs were a replacement of the windshield and a 1.5 hour repair to the hood.  The customer signed off on the repairs on 4-16-12.  I have no recollection of having her come back or complain about any of the work performed until now.  We still have not spoken to this customer, she reached out to the current ***** representative which didn’t have any knowledge of the repair or the complaint.  She was at ***** and was told her repairs were failing and they were looking to charge her for the corrective repairs, so she wanted us to pay.  We simply stated that we needed to look at the car to confirm there was some type of failure.  We are almost 4 years past this repair, our warranty does not cover wear and tear or stone chips so we needed to see what “*****” was identifying as “failure”.  From what I understand this customers husband is supposed to come out later today (Thursday) or Friday for us to look at their complaint.  I will follow up once we verify how we are going to resolve this issue.

Chris R*******

Collision ctr. advisor

###-###-####

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


2/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Early in December 2015, work was perform on my vehicle (2004 VW Jetta) to fix the electrical system; however, the entire electrical system was not corrected. I hadn't noticed until I left that I was unable to roll up or down any windows or lock my vehicle., I wasn't aware this would be the case. I was told some of the lights on the dashboard might now work but given the indication that would the extent of it. Additionally, the radio slot was left empty, and the radio was just left on the floor of the passenger's side of the vehicle without any explanation. When I mentioned this to service technician he advise he didn't want to touch and maybe it was like that for a reason but he wasn't sure and that I should just call in the morning to discuss it. To me that was ridiculous, and also I did not have time to come back when that issue could have been addressed either on, or prior to, my arrival. I paid $300 for the purchase and installation of a new battery which I believed to be excessively expensive; however, I am not request a credit for that. I am however request a credit because on December 25, as I attempted to pick up my children for the evening, my vehicle would not fully start then the electrical system shut down. I was extremely frustrated and dissatisfied with the initial service I received and the subsequent performance of the vehicle which I paid another $974 for the repair. I am requesting that $700 of this amount be credited to me to service this issue and the poor service I received. Lastly, I sent a letter to Dirk H***** on January 8, 2016 along with pictures of the radio and the radio wires which were left on top of the dashboard but I never heard back

Desired Settlement: $700 credit... please review above.

Business Response:

Customer came in for a no start condition. Vehicle is a 2004 model with 135,000+ miles.  At this time we diagnosed the vehicle with a battery concern, replaced the Electronic Control Module and fuel pump relay.  The radio clips were broken so we were not able to put it back in (pre existing condition).  We would be more than happy to provide the customers with a free diagnosis on the current situation of his vehicle to determine if a related issue or something else is occurring with the vehicle.  However, the work we performed at the time is not going to be refunded or adjusted until we have the opportunity to review the current status of his vehicle.

Dirk H*****

#1 Cochran

2/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our 2012 Hyundai was totaled in an accident in October. I contacted Travis H**** and completed paperwork to cancel our additional purchased warranty. I have since tried to contact them about the refund we have not received. I have gotten only forwarded emails from them but no refund. I contacted issuing company and they said they refunded the money to Cochran in November. It is now February and we have yet to received a refund. I have even asked the Attorney General's office to get involved. They sent complaint in beginning of January and still no refund. We paid $1947.00 for this warranty that has had no issues against it so there should be a good refund.

Desired Settlement: respond to emails, calls and refund the remaining years of unused extra warranty package.

Business Response: Our records show that this was cancelled on November 24th.  The refund does not go to the customer but to the lender.  We ask the customer to validate with the bank as we would not refund directly to the customer unless there was no remaining loan on the vehicle.

1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Work/Service was performed on my vehicle that was not authorized by myself. I took my car in for a routine checkup at 40K mileage, and I was never contacted about the service/work that was going to be performed and I was never alerted to the price that I would be charged. I was blindly charged over $500 for work/service that I was never informed on. I dropped my car off for the checkup, was told through email that my brakes/tires were in good condition and the work was complete. At no time was alerted to the fee for the service. I have never in all my years had service performed on my car with out first being provided a quote for the work/service. This is a poor and fraudulent practice, I was not given the opportunity to decided was level of work/service I desired or could afford, and now I am stuck paying the bill which costs over $500. This is more than two weeks of child care and puts me in a financial uncomfortable position.

Desired Settlement: I should be provided with credit towards a future service of equal value, for their failure to disclose their pricing ahead of service completion.

Business Response:

The customer dropped off her vehicle after hours in our night drop box.  On the envelope was written by the customer that she wanted her PA State and Emissions Inspection and her VW 40,000  mile service.  The 40,000 mile service performed is identical to what is in the owner's manual for VW.  We did not contact the customer in person based on the specifics of the customer's request, but did send an electronic estimate to the customer.  On this form, our team member did not put the parts cost for the 40k service so the price quoted was $368, but with parts was $507.  We will refund the customer $150 for the oversight in the parts pricing not being added, but all services performed were what the customer stated was to be done.

Sincerely

Dirk H*****

Consumer Response:

Better Business Bureau:

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

I will accept the terms from the business, but I have included attachments which provide proof that their response is still incorrect. Not quote was provided in the email from the service department at all. They did not just skip putting the parts quote in the email, their was no quote at all. The email from the service department shows nothing besides my tires and brakes being in perfect condition. There was no quote provided for the 40,000 mile inspection. I did request this service, but I was told that the price is different for each car for this service until the computer gives the read out based on the cars condition, at that time I would have expected to be contacted with the results and then provided a quote for service. Their customer service process is fraudulent. 



Regards,

***** ******

12/29/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying to cancel my warrany For months now. ***** ***** sold it to me. After leaving 3 messages she would not return my calls. on my 4th attempt she wasn't in that day I chose the option their answering machine gave me. He told me to bring my car in. I drove an hour. He did the paperwork and said he's sending it to monroeville. He has the nice corner office at vw next to infinity. Then a couple weeks ago I left a message for the woman who does the warranty refunds. Suprise, she never returned my call. It's been well over a month since the guy said everything was taken care of and I'd get a check. No one will return my calls and I already made a 2 hour commute.

Desired Settlement: I want my warranty refund. I bought it while I was there knowing I could look at it at home and had the option to cancel.

Business Response:


On Dec 23, 2015, at 3:04 PM, Dirk H***** ********************> wrote:

*****

  Please see below.  Customer was refunded about 2 weeks ago. 

 

Thanks,

Dirk

 

On Wed, Dec 23, 2015 at 3:15 PM, TIMOTHY ********** ************************> wrote:

Actually 
 We were able to get it put into his checking account because he had paid for it separate on a credit card

Consumer Response:
Their mistake only cost me $50 in interest. Who cares, right. I'm tired of this. 


Regards,

***** *****

12/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They sold me an as is car that they know they put the wrong 02 sensor in. To get it ready for sale

Desired Settlement: I want them to pay or put the right part in.They are aware that I have had it in to be fixed and what needs to be done

Business Response:

Issue turned over to our sales management in Robinson where car was sold.  Advise customer to contact Elaine C***** at ###-###-####.  An oxygen sensor was replaced during initial inspection through our shop, but no notes after that of being the wrong one that the customer is claiming.  We would be happy to look at the vehicle for the customer if we have not already.

 

Dirk H*****

12/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a 2012 Ford Focus from dealership. Within the first week of ownership, I noticed oil leaks in my driveway and at work. I was hoping was from the oil change they performed before putting the car in a lot for sale . Took it to ********* and they advised rear main seal leak and leak from transmission. Cochran Dealership confirmed this problem. I decided to take it to ********** Ford to have it fixed under manufacturer warranty. They replace the rear main seal, starter, clutch and related parts. Warranty covered all repairs at the cost of $1,030.

Desired Settlement: I would like monetary refund of $500 for purchasing a vehicle that was described as excellent condition. The rear main seal was bad the clutch had to be replaced and I wasted several hours of my time working on this issue, and had vehicle in the shop for two days. I came into an agreement with Cochran to purchase this car knowing that it had no issues. I don't understand how you can sell a car with a major problem like this to aconsumer. They replace brakes and then an oil change before putting it on the lot, and the technician should have observed the three leaks when he performed the oil change.when i first saw an oil leak in my driveway, I assumed that it was not from my new purchase. I would have never purchased this car if I would have discovered the issue while on a test drive. I feel that I was misled I'm very disappointed in their actions. I now have to worry that this car is unreliable after spending a lot of my hard earned money.

Business Response:

We certainly apologize for the issue the customer had after purchase, but do not feel we did anything intentionally wrong.  When vehicles are ran through the shop, they are inspected and test driven about 5-10 miles, but as with all dealers, we do not have the time to take these vehicles on extensive road tests.  The issue was not present in the condition of the car at time of inspection or it would have been addressed then.  We offered to take the vehicle to our Ford dealership and provide the customer transportation during such time to minimize inconvenience.  The customer chose to handle this on his own.  I do not see where this justifies a $500 payment as the car was fixed under warranty at no cost to the customer and we offered our own assistance to handle this for the customer.

Dirk H*****

#1 Cochran

11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While my husband was driving our 2012 VW GTI, the car stopped going into gear. He was able to coast to a safe place. He scheduled a service appointment at #1 Cochran VW in Wexford and we had it flatbed towed there. The day of the appointment, a service adviser first requested an authorization for a $2200 clutch & flywheel replacement before the vehicle was even looked at, and then advised my husband against contacting VW Customer Care to make a warranty claim. He claimed that an ECU modification will void the warranty, to which my husband corrected him that it was NOT something done to the car. This makes the adviser and the service techs seem unknowledgeable about the vehicle and unqualified to work on it. My husband was told later, by another adviser, that they've looked at the car and that it needed a clutch & flywheel replacement. Skeptical of the team working on the car, my husband called VW Customer Care. Although she sounded helpful, our Customer Care Representative made no contact beyond leaving voicemail to the dealership in over a week on our case. She called my husband each day to say that she will call tomorrow with more information. The case was picked up by a second representative who was also unable to answer our questions or resolve our situation in a satisfactory way. Her only answer to our repeated concern about the techs working on the car and the lack of information we were given was "We trust the technicians that work at our dealerships." The dealership told us that the clutch "wore out" after 3 years and 32,000 miles, and that it was not covered under warranty because it is a wear item. We could get no other details about how or why this clutch failed so soon and we were denied the opportunity to inspect the clutch and its components. There are many documented cases online of the same year, make and model having the same issues (stops going into gear) due to the pressure plate failing, and these cases being covered under warranty. The most expensive item on our higher-than-quoted final bill of $2439.93 is the flywheel. This part is listed plainly as "Covered Under Warranty" in the warranty booklet that came with the car, and when I asked Customer Care about it, they said it was not covered because it is a wear item. Wear items are explicitly listed as "Not Covered", so the flywheel cannot be both a covered part and a wear item. Overall we paid over $2500 for towing and repairs and we were without the car for 18 days. Our experience with each employee of the dealership and Customer Care center was poor. We were even contacted after the fact by someone at the dealership to see how things went for us. Though we told her about our dissatisfaction and were promised future contact with management, we never heard from anyone again.

Desired Settlement: Because so many other documented cases of the same issue were completely covered under warranty, our car should be as well, in the form of reimbursement of our $2439.93 bill. At absolute minimum, the cost of the flywheel component, plainly stated as covered under warranty, should be reimbursed.

Business Response:

As was explained to the customer, the clutch was worn from usage.  There was no defect found with any component, thus not enabling us to submit to VW for warranty.  The manufacturer, in this case VW, is who authorizes and ultimately pays for such repairs, and this claim would not pass for warranty payment under the reason of no mechanical defect.  The flywheel had to be replaced due to excessive heat damage incurred from the clutch slipping - again, not from a defect.  As the dealer, we would obviously prefer to have the manufacturer pay for the repair and not the customer, but we cannot expect payment from the factory under the warranty contract in regards to wear and tear versus a defect.  We empathize with the customer, but #1 Cochran has to rely on the manufacturer for payment when applicable and this was unfortunately not a situation that we could submit under warranty and thus would not be paid by the factory for the work performed.

Sincerely,

Dirk H*****

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.

No offer was made. My husband is the only person to drive the GTI and has driven a manual transmission his entire life. Never has he had a clutch completely stop functioning, while driving, with no advanced warning. I find it nearly impossible that he wore out a clutch in 32,000 miles if it were made of any quality materials. With all of the other clutch complaints about this exact year, make, and model that appear on various online forums, it is extremely difficult to believe that the quality of the stock parts being used is what it should be. There is also no reason that we should have been denied the opportunity to look at the removed clutch. We could have had a higher quality clutch put in by another shop for less cost, but we weren't told that it wasn't eligible for warranty coverage until the work was being completed, eliminating that possibility. When a company's response to customer concerns is essentially a verbal or written "shoulder shrug," the company will lose customers.

Regards,

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

11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Certified Nissan Pathfinder vehicle on Friday, July 31st and only had the vehicle for 3 days before having to bring it in for a new transmission and it is now August 31st, an entire month has past and my vehicle is still not repaired. The certification check was not done as stated on agreement. Fluid levels were empty, transmission defective, rear backup screen defective, gasket leakage, not detailed as promised. Dealer has not responded to my requests regarding updates, just a read receipt of email confirmation. I paid the vehicle in full, but have not been able to drive it since date of purchase. The vehicle was sold to me and released with major safety concerns that were not addressed. Please see below... Email Sent to Dealer: Per our conversation on August 3rd, 2015, can you please provide me a progress update on I purchased the vehicle on Friday, July 31st and only had the vehicle for 3 days before having to bring it in for a new transmission and it is now August 31st, an entire month has past and my vehicle is still not repaired. my newly purchased Nissan Pathfinder. I have not heard from your dealership as of today, August 31st, 2015. (No Response From Dealer) I came into the Service Department on Friday, August 28th, 2015, and spoke with one of your service technicians and he was unaware of the progress of the repairs on the vehicle. He had mentioned that the gaskets were leaking as a result of the transmission install and that your service department was still waiting for parts. If you can provide a detailed breakdown of what has and will be repaired on the vehicle, that would be great. Also, can you please clarify, why the gaskets are leaking as a result of a new transmission install. Please provide part numbers for the transmission, camera screen, and any other parts replaced. I also noticed that the rear interior trunk door cover had been removed and was all scratched up and I requested that it needed replaced in the discussion with the technician. I also notice scratches under all four entry door handles and the fog lights had not been installed yet.

Desired Settlement: I want some type of inconvenience reimbursement, 5-year extension of bumper to bumper warranty at dealers expense due to unforeseen issues in the future, compensation for Insurance paid but not used due to vehicle not being used because of dealership error.

Consumer Response:

I would like to proceed with the following request especially to extend bumper to bumper warranty.  Not sure if vehicle will be repaired accordingly as more issues have risen with vehicle upon repairs started.  This has been the most traumatic car buying experience ever.  They don't provide feedback, nor respond to my feedback requests. This is not the appropriate way of doing Business and treating consumers.

I purchased Certified Nissan Pathfinder vehicle on Friday, July 31st and only had the vehicle for 3 days before having to bring it in for a new transmission and it is now August 31st, an entire month has past and my vehicle is still not repaired. The certification check was not done as stated on agreement. Fluid levels were empty, transmission defective, rear backup screen defective, gasket leakage, not detailed as promised. Dealer has not responded to my requests regarding updates, just a read receipt of email confirmation. I paid the vehicle in full, but have not been able to drive it since date of purchase. The vehicle was sold to me and released with major safety concerns that were not addressed.

Business Response:

We have been working with and in communication with the customer.  From the time he purchased the car till today, we have offered many options.  At time of sale, customer inquired about fog lights and we offered to sell them to him at cost, but was declined.  Upon hearing from the customer of a transmission concern - we immediately had the car brought back to diagnose.  Upon finding it needed a new transmission, we offered the customer that we would take the car back at the full cost he paid.  Customer declined and wanted to keep the car.  We offered alternative transportation immediately to not have any inconvenience without a vehicle.  After just a few days of being in the original loaner vehicle, customer called back and stated needed a larger vehicle, so we arranged to provide him a full size SUV.  At time of sale we also offered the customer a deep discount on an extended warranty, which the customer declined at that time.
  Unfortunately, there is no indication of potential issues with a vehicle unless an indicator light is on, or a condition is noticed while driving.  Based on the fact the customer purchased the car - it is evident that the issue with the transmission was not noticeable to anyone at time of sale.  It is unfortunate that this occurred, but cars are mechanical pieces of equipment and they can and do have failure, but similar to a light bulb - you do not know until the light bulb burns out or the car fails as well. 
  We have provided the customer with many options and services.  If the customer would like to purchase an extended warranty, we will offer to sell it at a reduced rate of 35% off retail pricing if he would wish.  If not, we will have the vehicle repaired and returned to the customer by no later than next week.

Sincerely,
Dirk H*****

Consumer Response: Regarding working with and communicating with me, there has been no such communication with me regarding the status of vehicle.  I sent an e-mail request on my end to Jason (Director of Service). He did not answer in detail to my status update request.  It is now September 9th and still have not heard from the dealer. No such offers were offered to me. I was given a Rogue (half the size) in place of my Pathfinder. No options were given. Completely false statement. I decided to keep the car thinking it would be returned to me within a week or so.  It is 5 1/2 weeks later and still no update nor vehicle returned.  At time of sale no deep discount on an extended warranty was given.  This should now be at the expense of dealer due to lack of efficient repair, vehicle 200+ point certified inspection not completed as advertised and unforeseen additional damages(Lemon Law) of the vehicle.  They replaced the transmission and more issues (axle replacement and leakage)arose. I am not sure if this Technician specializes in Transmission installations. A consumer who has no knowledge of vehicle transmissions, noticed slippage on the first day of test drive.  How does that happen? An unsafe Vehicle was not checked accordingly and released to drive on the streets.  Uncalled for. What if transmission would have dropped while spouse and child were in unsafe vehicle? Engine light was not on when transmission failed, and rear backup screen malfunctioned. Engine light does not go on when fluid levels are dry to the bone. This is totally unethical and not morally right.  I paid for a vehicle that I have not been able to drive due to Dealership error.
  

Business Response: Customer last spoke with our Service Manager - Jason C**** - on Thursday.  At this time we are waiting on a panel for the rear hatch to come in and customer is aware. This delay is at the request of customer for us to replace the hatch cover which we are doing at no cost.  We have also installed the fog lights per his request at no cost, and have completely detailed his vehicle as well as had paint chips on the hood fixed - all at no charge to the customer. The panel is due to arrive tomorrow and once it is here and put on the customer will be able to pick up their vehicle and provided all documentation of repairs.

  In regards to the repair, the issue was very slight as noted based on the customer test driving the vehicle and not detecting at that time as well.  It also took our certified trained transmission technician multiple times of driving to reproduce the issue, so the safety factor was not as prevalent as the customer states as the computer system had not yet detected an internal failure, as customer states the check engine light was not on, which is the indicator of an issue.
 
  We would be happy to provide the customer an extended warranty package of their choice at our dealer cost if they would so desire.

Dirk H*****
#1 Cochran

Consumer Response: I am asking that they extend and provide 3-yr. extended bumper to bumper warranty and replace the rear backup camera and screen as stated on August 3rd. He has had the vehicle for over two-months now. Unacceptable.

**** *******
###-###-####

11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Car was sent to collision center by **** insurance and was not fixed correctly. John the manager is giving me the run a round. He said he was going to fix car and gave me a $300 check and now he said he took it off the table. I have it all in a text message from him and now he said he's not doing anything ! I need your help please

Desired Settlement: Car fixed and $300 check

Business Response:

Have assigned issue to our Corporate Collision Center Manager - David B**** - to reach out to customer and address this concern.  Mr. B**** will contact the customer or address with appropriate team member to do so.

 

Dirk H*****

Business Response: We were to send a check for $300 to customer.  Has that not been received?

Consumer Response:

yes i I got everything thanks for your help


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

Regards,

***** ******

11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Took car in for inspection. There was no damage to my car when dropped off. It wouldn't have passed inspection if it were. I did not notice the damage at time of pick up, however, the next time I got into my vehicle I noticed a gash in my sidewall of the tire going from top of tire to rim and the rim was damaged as well. Took it to next open business day and manager said I hit a curb. Well, no I did not I drove it less than a mile and there are no curbs across a bridge to my parking space at my apartment. And a curb would not go up n down it would be across and the scrapping would be in the direction the tire moves not in reverse and to legally park on the curb it would have been on the passenger side not driver side but that is irrelevant because I didn't park or drive the car. To me it looks like machine damage being hidden by a scared employee. They of course asked if I paid some ridiculous price for their auto tire, paint and interior protection and I'm too poor for that and never had issues like this in my years to think I'd need it. They refused to replace the damaged rim, and agreed to pay 1/2 of the tire. I would have maybe not filed this because it's my fault for being so trusting if the rim was replaced at half too. The cars 6 months old 3700 miles I don't drive it very often but to n from work. That's my first complaint the second is the paint is chipping all over the car. This is again my fault for not paying 3600 dollars for their care package. The paint is chipping on the truck from a laptop bag that just seems like a bad paint job.

Desired Settlement: Replacement of rim

Business Response:

Customer returned a few days after having the vehicle in our store for a state inspection, emissions test and oil change (no tire rotation).  In the opinion of our service manager, it looked very much like a curb had been hit.  Without being able to prove clearly when done, we offered to split the charge on replacing the tire which we did and to mount and balance at no charge.  That was accepted by the customer who then inquired about the rim.  We explained that we did not feel we caused this damage due to the type of work performed.  The rim has a scuff on it.  We feel we have participated in assisting this customer in a fair manner.

 

Sincerely,

Dirk H*****

10/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rolled my truck on the highway in june and had it towed to the dealership in Robinson expecting decent service. The repair bill said it would take 30 days to fix. After 30 days I called to ask if my truck was done and they said it was and to come pick it up. Thinking this was a respected company that did honest work, I took the truck home only to find multiple problems such as the whole headlight assembly was falling out, a door was put on crooked, the alignment was off, and other more minor problems. Being that I was suppose to take the truck on vacation with my wife and 1yr old, I was pretty angry with the safety problems. I went back the next day to express my anger only to have a service tech push me and try to pick a physical fight with me. I called the police, and while a report was filed, the officer said its my word vs his. The tech said that we pushed each other each other at the same time so the cop could not file charges. (We pushed each other at the same time???Yea right.I pushed back to defend myself but whatever.) The manager told me that the tech was wrong to do that after the cop left so he knows what really happened. I ended up talking with GMC corporate to try and have my truck fixed somwhere else, but they wouldnt do anything to help. I ended up talking to another manager who was sick that week and he apologized and said he would fix it right. I came back after my vacation to the dealership after I was contacted with information that the truck was done. Went there only to find half of my original problems werent fixed and found other problems. Fed up with this whole situation, I decided to leave the truck there again to be fixed. 2 weeks go by, no one calls with info, so I call. The manager says that he was just about to call me. I go there, pick up the truck, and still have problems with the steering, headlights and other problems. Feeling like what else can I do, I leave it there again. Presently now on this latest return to the dealership, Ive been waiting for 10 days with no word on whats going on. The manager said it would only take a couple of days and so far its been 10, nearly 75 total, which is a far cry from the original repair estimate that said 30. Ive called the manager as well as the collosion director and have yet to have a return call. I want my truck back, Fixed Right.

Desired Settlement: To have my truck back the way it was before I rolled it

Business Response: Have forwarded to our Robinson Collision Center Manager - Chris V** **** and Corporate Collision Center Director - David B**** - to contact the customer.

Dirk H*****

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 would like to keep this complaint open until I receive the truck back when it is fixed properly

Regards,

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

Business Response: The situation is being handled and addressed by the management team of our Robinson Collision Center directly with the customer. 

Dirk H*****
#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.

Regards,

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

10/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Still waiting to be contacted to schedule repairs to vehicle. I called on 9/22 to schedule, spoke with Daniel R******* He advised me he was sending the request to the scheduling department, and I would hear back in a day or so. The vehicle will need to be at Cochran for 3 days for the repairs. It's nearly a week later, I called and was directed to his voicemail. I feel like he's dodging me at this point. I don't know why Cochran thinks their time is more valuable than mine. This is not a way I like to work with a business.

Desired Settlement: Vehicle repaired in a timely fashion.

Business Response: Customer came to our location on 9/22 for estimate and was scheduled for October 6th

9/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: a peice of molding has been falling down on the front of the car only 2 days after we bought it tryed to resolive this issue many times just get the run around all though they did replace the windshield wipers after we bought the car they clame they give all used cars a 100 point inspection this can't be true or the wipers would have not needed replaced not very good on the computer please call if needed

Desired Settlement: repaired

Business Response: Customer can contact Tony P********* at our Kia store and he will address the customer concern.  He can be reached at ###-###-#### and then have the receptionist connect to Mr. P********** 

Sincerely
Dirk H*****
#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,

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

8/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2015 Tiguan on June 30th from Cochran VW North. On August 24th I experienced a blown tire while driving. The tire was not punctured or damaged on the driving surface, rather the side of the tire became "rippled" and tore the tire from the inside. The materials provided by Cochran VW North at the time of purchase of the car included warranty information on the tire form the tire manufacturer, Continental tires. The warranty info provided to me by Cochran VW North clearly states that if there is an issue with the tire to return to where the vehicle was purchased. I spoke with the service manager at Cochran VW North who stated that they do not deal with tire warranties and that it didn't sound like a warranty issue despite not dealing with warranties or looking at the tire. I spoke with Continental tires and they stated that I would need to bring the tire back to the dealer who sold me the car and have attempted to contact VW as well but have not been successful in helping resolve this issue with Cochran VW North (the service manager did not accept their phone calls).

Desired Settlement: I would like the tire to be evaluated for warranty issues and to be replaced. Continental Tire has stated that if it winds up not being a warranty they will still help to replace the tire, but so far have not been able to get in contact with the service manager.

Business Response: I have contacted our Service Manager - Dave I****** with this information and have instructed him to contact the customer as soon as possible.  We certainly will offer to look at the tire to find the cause and go from there if any assistance from the tire manufacturer is available.

Sincerely,
Dirk ******

Consumer Response: Better Business Bureau:

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

Regards,

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

8/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I kept taking my car for a oil change they were supposed to rotate my tires and check all my fluids. They did not do this they told me I needed 2 new tires and that my transmission fluid was fine. I checked it myself and it was not find it was low. Thy told me to bring it back in and they would fix the problem. I brought it back in and it was due for inspection they told me I needed wiper blades and rear brakes. I had them do the new back blades and got the PS state and emission inspection. As soon as I left and got to the light I realized that one inspection sticker said 2015 and one said 2016. I called them again and informed them of this and they told me not to worry about it. I pulled up to my house I backed up to parallel park and my brakes would not stop they squeaked and the brake light came on saying service brake assistance and also the abs and tc lights also came on. I went to get out of my car and then tried to get back in and could not open the door. I called and told them and they told me to bring my car back in. Now my door is broken and the back brakes they put on are faulty. I do not feel comfortable bringing my car back to them ever again. I am scared to drive my car it is not safe. I Would not expect any of this to happen at a supposedly reputable dealer like #1 Cochran.

Desired Settlement: I would like them to pay for the necessary repairs to be done at an honest and reputable Cadillac Dealer of my choice as well as refund my money. This has been going on for too long now and I have tried to contact Rob C****** to get this resolved and never got a response. I have talked to the Manager several times and he would not do anything. I have spent too much money at # 1 Cochran and I will never buy a car from them again.

Business Response: Vehicle has not been in our shop since June.  At that time, customer took vehicle to our Ford store which is not adequately set up to address Cadillac issues specifically, besides routine maintenance.  The prior work stated was in April 2015.  Due to these time lapses, I do not feel we are responsible for any reimbursement or paying for work done elsewhere until the customer allows our Cadillac service facility to inspect and verify her concerns - of which most were not present that she is now stating.  If customer would like to make arrangements to have the car looked at again our Cadillac facility, we will be more than happy to provide a complimentary diagnosis.  Vehicle is a 2007 model with over 88,000 miles in June.

Dirk H*****
#1 Cochran

Business Response: Again, we would be more than happy to diagnose the vehicle at our *********** GM location at no charge to the customer to determine condition and causes.

Dirk H*****

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.

Again, I will not bring my car back to the dealership, due to the damage that has already been done. I do not trust this dealer. I would like them to pay for my car to be fixed at a reputable Cadillac dealer, or maybe they would like to buy my car back for the price that I paid for it a year ago since according to the dealership there are no problems with the car.

Regards,

******* ****

8/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In August of 2014, my husband and I purchased a 2009 ******** **** from #1 Cochran. At the time it had approx. 47K miles. One day after purchase the air conditioning in the vehicle went out and had to be fixed. Since then we have had the computer system completely shut down twice; the first time they had no idea what the message of the diagnostic test was and the second time the service department had to bypass something in order to make it working again and we lost use of our cruise control. Approximately 3 weeks ago my muffler fell off due to rusty bolts. And then a little over a week ago the air conditioning went out again. The service department stated on July 27th the entire underneath of our vehicle was rusted out due to "living in ******* **" and that was why our air conditioning had rotted through again. A vehicle of this caliber and price with only 55K (current mileage) should not have this many issues with it. Especially only have had 8k miles put on it since purchasing and having very little winter driving done with it. We were sold a lemon. I have had vehicles that were over 12 years old that didn't "rot" from the outside in. My husband and I decided to trade the vehicle in, only to find out from another dealership that the vehicle *** *** showed that in May of 2013 the car showed as having over 60k miles on it. On Wednesday, July 29th, I went to the ******* dealership and spoke with Ian ****** about all of the above. I explained to him that my concern was that the mileage had been rolled back as all of the problems with the vehicle would be indicative of a mileage roll back and if that had not happen we were sold a car in poor condition. He stated he would contact the *********** location and get back to me. At 545pm that same day, Ian called me back to state that *********** was working with *** *** to have the issue resolved. I asked Mr. ****** what needed to be provided to *** *** and he asked me "what does it matter if your issue is getting resolved". I explained to him that I wanted reassurance that mileage fraud had not been committed and wanted to see what documentation was provided. Mr ****** immediately state that because I "had used a legal term, he could no longer speak to me". I asked him who I could speak with to get answers to me questions and he stated the legal department and gave me a phone number to contact them. The next day I left a message with the receptionist at the *********** office for whomever was in charge of correcting *** ***'s to call me back because she had no idea what Mr ****** was referring too. That same day I left a message for Mr. ****** to get please get me in touch with whoever made or would be correcting this mistake. Left another message at the *********** office Friday. This is, by far, the worst experience I have encountered. The issue with the *** *** was made prior to me buying the vehicle and should have been caught by #1 Cochran prior to the sale. *** *** will not correct this issue because it has been to long since the mistake was made and they have to protect the consumer based on my own research, so I again was give bad information by your dealership that the problem would be corrected. So due to an issue that was created by #1 Cochran my vehicle is worth nothing because no car dealership wants to take on a vehicle that may or may not have had a mileage roll back documented.

Desired Settlement: I want #1 Cochran to buy the vehicle back from me for the remainder of my loan, along with reimbursement of all of my service bills. As we would not have purchased a vehicle that a) had mileage discrepancies and b)that would not be able to be traded in.

Business Response: We have contacted *** *** to have the typogragraphical error corrected:
         

Thank you for submitting a Data Correction Request on a
****** Vehicle History Report!

Your Reference Number for VIN ***************** (2009
******** ****) is ******.

The mileage on this vehicle was not rolled back and only that someone accidentally typed in the wrong mileage on the vehicle on a repair order on one visit and that was corrected on the next service.  The value of this customer's vehicle is not being affected by this as can be seen by the *** *** appraisal of the vehicle being above market value.  We would be more than happy to appraise the customer's vehicle as it seems all comments are directed from someone else, not #1 Cochran.

Dirk ******
#1 Cochran

Consumer Response: Dirk ****** states that my comments are directed toward someone else and not the business?! Apparently he did not read my complaint in full or he would have seen that there is more than just the issue of the car fax. His employees, including Ian ****** have horrible customer service values. To refturn a phone call about concerns and not have the answers to specific questions is ridiculous. Secondly, the vehicle purchased has had nothing but problem after problem after problem. And even after having the vehicle serviced the problem was not resolved; as evidenced by having the air conditioning unit break twice in less than a year. #1 Cochran should be embarrassed and ashamed that they sold a vehicle with so many issues. The underneath of the vehicle is rusted out, the vehicle has less than 56k miles. So no Mr ******, my complaint is directly with #1 Cochran. Not only for making a "clerical" error that took up time and energy with other dealerships but so in selling a vehicle that had problems within days of driving it off the lot. 

Many request stands, to be reimbursed for the cost of repairs and my vehicle being bought back for at least the remainder of the loan. 

Regards,

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

Business Response: I will offer the customer a $250 in store credit towards any service needs, but will not be reimbursing for work performed on the vehicle from the past.  Again, we would be more than happy to appraise the vehicle and see what trade options are available as well.

Dirk ******
#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'm not willing to close the complaint until I receive the appraisal. Which is something I feel can be done either via email or phone. The vehicle has been in your shop numerous times over the last year. It's never been in an accident and according to the car fax you viewed it's worth $1500 over kbb. My phone number and email are in my records at #1 Cochran. I loon forward to hearing your appraisal. 

Regards,

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

8/5/2015 Problems with Product/Service
7/31/2015 Problems with Product/Service | Complaint Details Unavailable
7/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I looked to purchase a pre-owned vehicle at the dealership. I looked the day the vehicle arrived but was unable to secure a test drive as they needed to perform services. So I waited until it was completed to arrange a test drive but they still needed to secure a recall repair before a final sale. I put a vehicle hold of $1,000.00 as they kept on stating they are having numerous people contact them about the vehicle. I told them I need to secure financing on my own before continuing on the purchase. Due to their value of my current vehicle and the current loan on the vehicle along with their sale price of the vehicle, I was unable to justify the monthly payment of this vehicle. I was checking my online banking and noticed that the hold was then cashed WITHOUT my consent or agreement of which we had none. Numerous employees also assure that this hold was to be used towards a downpayment if the sale was finalized.

Desired Settlement: I am just asking for the "hold' price of 1,000 dollars to be refunded.

Business Response: Refund is being processed and we apologize for any inconvenience.

Dirk ******

7/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2011 I purchased a Dodge Nitro from this dealership. On July 3 2015 I found a leak under my car. My neighbor who us a mechanic checked it for me and said if was my power steering resavoir which was cracked. I decided to call Cochran and spoke the parts department. He stated the cost of the pump woyulkd be $170.90. I asked if this was normal for a car with 23,000 miles to have this happen he didn't answer. He connected me to service who gave me a total of $396.00 p!us tax. I asked him the same question no answer there either. I told him I was going to call Chrysler Corporation and make a complaint and asdk them if they can help. When speaking with a representative there he placed me on hold and called the dealership were it was purchased. After speaking with the service department I was told there was nothing they could do. I asked the reason and was told that since I do bring my vehicle there for oil changes and tire rotations and nothing else like inspections or any other problems they can not help me. I was shocked I didn't think that I had to be give dedicated to a dealership in order for them to help in a situation like this. I feel that they should have helped and not treated me that terrible in being a faithful customer. Also I realized my warranty ran out last month.

Desired Settlement: I would like them to help in this repair. Since Chrysler Corporation decided to call to see iif they would work something out with me and fix the issue. If Chrysler was kind enough to ask the dealership if they could help me out I think they should not discriminate me since I do not take my car there for petty issues. I should not have that held against me. It was very sad when Chrysler themselves tell you sorry we can't help iuf the dealership says the same.

Business Response: The customer has not actually came to our store to verify the repair needed.  Customer called us for pricing and opinion, but again, we have not looked at the vehicle to be able to determine the actual true need for repair.  With all due respect to her neighbor, we have to personally diagnose the concern.  The customer contacted Chrysler corporation who verified that the vehicle is out of warranty, so the call came to Cochran asking if we would provide assistance ourselves for the repair, as again, the car is outside of the factory warranty so we cannot bill Chrysler for the repair. 
  If the customer would like to have us look at the vehicle, we would be more than happy to look at it at no charge.  However, again, we cannot bill Chrysler for the repair due to the vehicle being out of warranty and no known cause of the failure.  After diagnosing the vehicle we would be able to better determine the repair and the accurate cost. 

**** ******

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.

Regards,

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

6/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This issue is many months overdue but I have not had the time to write earlier - now after surgery again and being at home I have decided to write this complaint to possibly help other consumers. (1) I purchased a used 2009 Subaru Forester that has never been anywhere close to achieving the mpg posted and when I called the reason I was given was due to my driving habits over the phone with no info on my driving distances city/highway etc (2) I requested the email address for *** ******* so I could send a message and both ******** ****** and ***** ******* avoided my request and would not supply and just did not answer my email request at all (3) My car was in the auto body shop for a dent repair that was covered by my insurance and I also wanted the brake lining recall performed --- there are two different locations one for body shop and one for mechanics. When I requested that my car be taken from the body shop to the mechanic it could not be done --- I had to drive back to the body shop return the rental car, pick up my car and drive 1 mile to the mechanic shop and get a different rental car. Thanks for the help. In hindsight I should have been more forceful about this but not feeling well and very concerned about brake line issues I did not push as I should have. (4) I received a notification from **** ******* that someone wanted to buy my model vehicle and call him asap! during the 4 days my car was in the auto/mechanic shop he never had the time???? to check my car or the professional courtesy to update me even after I called and left him 3 phone messages and he is located at the *********** dealership (5) there was a second recall of the brake lining coating and I scheduled to take my car to the mechanic shop again and wait for this repair. The service rep told the mechanic on the phone yeah I know we are busy but she is going to wait and she was booked by the boss so we gotta do it ---- while I'm standing at the counter. Neither of them were pleased about the fact that I was there and once again so unprofessional. (6) During this visit I asked them to talk to **** ******* while I was there once again with my car and he was in the building across from the service building and again did not have the courtesy to call or come over because he was too busy. (7) the ultimate lack of customer service ! ******* has a shuttle that I could have scheduled but I was never told about this by them, I was told by someone who works with me! Overall I am pleased with my car, except for the very poor mileage. I am more than displeased with the lack of customer service and professionalism of the employees, and am sure to let others know. One of my co-workers and a neighbor have both purchased subaru's from another dealer after I told them about my experiences and they both highly recommend *** and ****** and have nothing but praise for the service received.

Desired Settlement: I would like to have the poor mileage issue addressed. My requests have never been taken seriously or professionally. As a manager I know that some requests are unrealistic, but I feel that mine are not. ******* contacted me, and I was responding to his letter. However, I also do not want to spend more time taking my car in and leaving it and being told basically a non-answer. Of course a monetary refund is always welcome. I'm not interested in free or reduced service charges because I do not want to return to cochran and plan on going to another subaru dealer.

Business Response: I am sorry for the manner in which Ms. ****** feels she has been treated and will certainly address with our team.  In regards to the gas mileage issue, we can check for any bulletins or updates on this vehicle, but unless there is a mechanical issue or technical bulleting being released by Subaru, there is not a mechanical fix in regards to gas mileage improvements.  If Ms. ****** would like her car to be appraised, she can contact me and I will personally arrange for this to be done at her convenience. 

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,

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

5/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 2008 Cadillac SRX AWD 4dr V8 VIN: *************3555 with 25,272 miles $22,900 advertised price at the time From the advertisement and confirmed through multiple phone calls: FULLY RECONDITIONED! WELL MAINTAINED. Dealership on multiple phone calls stated the vehicle had undergone an extensive inspection program. A simple raising of the hood showed visible rodent-based damage…including a nice little nest build next to the battery area. Because there’s no way on knowing the level of infestation and damage throughout the vehicle I was not interested in purchase. I checked the "health issue" button above since the possibility of contracting hantavirus and the resulting hantavirus pulmonary syndrome stems from the rodent urine and excrement. There is no way anyone at the dealership inspected this vehicle, much less “fully reconditioned” it. I took a day off work and traveled to the dealership in Monroeville, PA on Friday, 17-April. Mode of travel was by truck pulling a trailer that was to be used to transport the vehicle home. It's almost an 800 miles round-trip that was a complete waste of both my time and the associated costs. I was told I would be contacted the following week as I asked for reimbursement of my time and travel expenses. The dealership admitted this was all their fault. They had misrepresented the vehicle. On Monday, 27-April I attempted to contact the dealership and reach an outcome through their "feedback @ Cochran" email process. Still no response. I continued to be surprised that the dealership has left the vehicle "for sale" as I would think the efforts to inspect, repair and disinfect the car would be significant and take quite some time.

Desired Settlement: Reimbursement for my time and travel. $1,000 will cover my costs including travel, meals & time-off from work.

Business Response: The customers perception and interpretation of the vehicle differs from ours.  We will not be reimbursing a customer that on his own choosing drove here to purchase a vehicle that he did not like as much in person as he did on line.  We are sorry that we could not provide him with the vehicle that he came here with, but it is the customer's ultimate decision to come and choose to purchase the vehicle or not.

#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.

The vehicle has rodent based damage that was readily apparent once the hood was raised. Why was this not disclosed considering the vehicle was supposedly inspected and fully reconditioned?  The dealership is 100% at fault for not discovering and/or disclosing the true condition of the vehicle. 

Regards,

**** *****

5/7/2015 Problems with Product/Service
4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I took my 2006 Cadillac CTS to the shop on 1/20/15 because it was burning oil. I had to track my oil consumption for 2000 miles. Within that period I had to replace 2 quarts of oil. I use Mobile 1 oil. I have an extended warranty with **** **** that covers the engine. My car was there for a week before I was given any word as to what the problem may be. I was also without a vehicle at that time. My warranty covers a replacement vehicle as well. I was called that following week and told that my warranty would cover a replacement vehicle and that they would have to tear down my engine to locate the problem. I was advised that it may take 7-10 days for that to occur. 2 1/2 weeks went by and I finally heard from the repair shop and was told that my repair would be covered under my warranty and that parts were being ordered. I was told that they had to replace the rings, pistons, and gaskets. I picked up my car on 3/6/15 (over 6 weeks later) and upon inspection it was clear that none of the work I was told was completed was never preformed. First of all, I documented the mileage on the vehicle when I dropped it off. It was the exact same when I picked it up. So ok I'll give them the benefit of doubt and assume that a test drive was not required after the repairs. I checked under the hood to see if there were any difference there. I have a cover over my engine that protects it. The entire was dusty and dirty from not being cleaned in a while. The cover that would've had to be removed to do the repairs was untouched. You could tell from the dust and dirt being uniform and no finger prints from where someone would have touched it. Also I was told that the oil was changed because they had to drain the old oil to do the repairs. Upon inspection of the oil in my car, it was the same dirty oil. It was clear to see that it was not new oil. The invoice they gave me showed no work done or parts ordered for repair. I was also told that I didn't have to pay my deductible for the warranty repair. MAJOR RED FLAG!!!! No charge! Something must be wrong. To make matters ever worst I called the warranty company to verify that work was done and approved by them and I was told that they NEVER authorized any repairs because they never heard back from the service tech with the required documentation. I called to speak with the service manager on 3/16/15 and he had the service tech call me back on 3/18/15 and he again stated that they replaced the rings, pistons, and gaskets. I asked if they had to replace the oil and if they reset the oil life monitor and he advised that the oil was changed and the monitor should have been reset. I advised him that it hadn't been reset. He apologized. What kind of business would keep a person's vehicle for over 6 weeks and not do the repairs? That is crazy to me! Why lie about it. Either you did the work or you didn't! In my case it is obvious that the work was not done as per the warranty company and the fact that you can see that it wasn't. I also had another repair shop verify that the oil pan did not appear to have been removed recently. I wish I would have never purchased a car from them. I am very unhappy with the results with my vehicle and I hope that they are considerate enough to resolve my issues and make things right!

Desired Settlement: Just do the work that you said was preformed and prove that it was done by showing me the old parts and giving me an invoice that shows that the work was done and what the cost would have been if I had to pay for it. And supply me with a replacement vehicle while the work is being done.

Business Response: This was an error on the part of our Service Consultant.  He is contacting the customer to get the car back in and offering alternative transportation to complete the work. There was a mix up of the car's status.  Our apologies for our oversight and we will get this corrected with the customer ASAP.

**** ******

4/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 31, 2015 I took my 2007 Ford Mustang to Cochran to be inspected, oil change and alignment. After they check my car they told me I needed Front lower ball joints (both) at 296.87 each with labor of $210.00 to put them on. Told me I needed a left front outer tie rod end at $47.00 and $42.00 to put it on. $89.95 for a 4 wheel alignment they told me I needed. They told me 3 of my 4 tires had 0 32nds. they told me the tires would be around $950. Because I had insurance they were going to charge me $100 for all the parts and labor except the tires. The tires would have been an additional. The insurance company would have paid $882.69. I had some of this work done 1 or 2 years prior. On April 1, 2015 I took my car to ***** **** Ford for a second opinion. ***** **** found no problems and passed the car for inspection.

Desired Settlement: I just want to warn others about the deceptive business practices of #1 Cochran. Had I not gotten a second opinion I would have paid out a lot of money for no reason.

Business Response:

We have spoken to the customer and offered him to come in and we would show him what our technician found.  Just because the other shop did not find anything, does not make them correct and our #1 concern and responsibility is the safety of our customers.  Our technician stated that there is excessive play in the ball joints and tie rod ends.  The ball joints were replaced at 26,713 miles and the vehicle now has 51,223 miles.  We have seen that it is not uncommon for the 2007 Mustang to go through ball joints about every 25,000 miles, which is evident by having them replaced at about that time in the past.  The issue with the tires is there is secondary rubber showing on the edge of the tire and state inspection regulation states that there cannot be any ply or cords exposed.  The case is not necessarily the tread depth in the center of the tire but in this case the edges. 
  Again, we are more than happy to have the customer come back in and allow us to show him what our technician found.  Of course it is always better to be told everything is fine, but if it is not, then it is our responsibility to inform the customer of the work needed for their safety and/or performance of the vehicle.

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.

#1 Cochran has given me the idea to see a state police officer about a third party inspection,,who is not affiliated with ford dealerships . we do want to be safe in our own vehical and don't know who to trust anymore.
right now it will be a little while because there are health issues in the family.
                                                                              thank you ,
                                                                              *** *****


4/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I agreed to purchase a vehicle at Cochran Infiniti and live 5.5 hours away, so the transaction was done over the phone. I drove to get the vehicle to find the car in horrible, not sellable condition. This was a certified pre owned vehicle. All the rims needed to be replaced. The front bumper was cracked. There was a chip to the rear bumper and a gash in the driver side front door leather. None which was depicted on the Internet or over the phone. I was told the vehicle was in "perfect, new condition". It was false advertisement and they allowed me to drive 5.5 hours knowing the vehicle was in such condition. I wasn't offered anything besides a "I'm sorry". Then they said the car was too expensive to offer me a deal on a new car. Then they lied and said they would send me something for my trouble and time, but never received anything or a follow up call. I complained to corporate and they opened up a case, which they found in my favor. This was horrible business and total disappoint from a "luxury dealership". Bad business and scam artist.

Desired Settlement: For BBB information.

Business Response: We could have done a better job relaying the condition of the vehicle to the customer, certainly, but the vehicle was deemed appropriate to sell under the price point.  We offered a discount if the customer wanted to address some of the concerns  himself.  We reimbursed him for gas money.  We also set him up with a hotel in Pittsburgh at a discounted rate even prior to seeing the car.  The discrepancy in what the customer was wanting in the condition of the car and how we presented were not the same and again, we could and should have done a better job describing to the customer.

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

Consumer Response: I was not reimbursement any money for gas. I was told that I would get "something in the mail" for my troubles, but I never received anything. The fact that you think the car was in sellable is ridiculous. At almost a $40,000 asking price, this was not in a condition where anyone would pay that much money for a "certified pre owned". The condition of all four rims were terrible, and there was a gash in the driver side front door where I could see the foam of the door. It's a disgrace to say this car was in sellable condition. So much that you put brand new tires on all four rims and the car is not even a year old. That should tell you something. I received no reiumbursement. I paid almost $180 in gas, $150 for a hotel (at a so call "discounted rate"), and you wasted my time by not accurately describing the condition of the car. I can guarantee all the issues have been fixed on the car. Because as you know, no one would purchase a car for that much in that condition. Terrible business. Terrible customer service. And all have been liars. 

Regards,

**** *****

Business Response: We are verifying with our accounting department, but a check for $200 was to be sent to the customer.  In regards to his interpretation of the condition of the vehicle, that is an individual opinion, in particular on a used vehicle as for condition and price of sale.

**** ******

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,

**** *****

4/10/2015 Problems with Product/Service
4/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: July 5, 2015 my car was towed to 1 Cochran to repair (2) blown tires, with sidewall and rim damage. I was told by my insurance company that ******** that repairs should take 2 weeks and no more than 30 days to repair my car. But it took #1 Cochran 47 days to replace two, tires, rims and fix the side wall damage with no verbal or written explanation to me or my insurrance company. I attempted (4) times, waiting two hours each in July 2015 to fix to the service manager in the collision center. But he refused every time I can into the shop to inquire about the repair status. Then on July 31, 2013 I was informed by ********** Car that ******** would no longer pay for my car rental. So I went next door to the collision center to find out again, how much longer my car would still be in the shop. The service manager, refused to speak to me. For the last 16 months I have a continued to have problems with tires on my car. So far, I had to replace the tires again, with another company. My daughter and I have filed charges against #1 Cochran to recover the rental charges for the car. But I want it on the record, what happened to me and to warn other customers , if they have insurance and it doesn't cover the full cost of the rental car, get an estimate in writing from #1 Cochran stating how long it will take to repair your car. I spoke to ******** **** * ******* in ******* ***** ** and they said my tires were ordered by #1 Cochran on July 18, 2015 and waiting for them to pickup. #1 Cochran didn't pick them up until the third week in August.

Desired Settlement: I want to be reimburse in the amount of $950.00 for the car rental charges

Business Response: We have dealt with this issue prior.  Customer had a blown tire and some subsequent damage to vehicle due to hitting a curb.  This process was turned over to the customer's insurance company as it was not a manufacturer issue.  The customer put himself into a rental vehicle with ********** under his insurance policy. 

Due to the fact that this issue was over 18 months ago and just in the past few months brought to our attention, we do not have reason to address the matter at this time.  If the customer had these concerns during the summer of 2013 when this occurred we would have been in a better position to address his concerns.  However, and we do not know the reason, to come back to us at such an extended period of time, we do not feel that we can or should be held accountable for issues that were dealt with the customer's insurance policy.

Sincerely,
**** ******

3/19/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern: I am an owner of a 2005 ***** ****** that I purchased in April of 2005 from ******* ***** in ******* *******. Since I bought my car, for any repairs or oil changes I have taken my car to ******** I loved the service and never had any issues with the work being done to the car or the price. When I went away for my undergraduate degree and later, for my doctorate, I took my car to the local dealerships. I never had a problem with those dealerships. I had purchased an aftermarket warranty through the local ***** dealership in ****** ****** ** which is where I attended *** **** ************ *******. The warranty was purchased on August 19, 2010 and was good for 48 months or 125,000 miles. My sole purpose of buying the warranty was due to the fact that I would be driving 5 hours back to my house several times during my tenure at **** and if something were to happen to my car, I would be put in a very hard position getting back to school. Not only that, but any major repairs would financially cripple me, as I was a doctoral candidate and on an extremely small fixed budget and income. The warranty was great and it really did help me save money when I didn’t have much to spend. When I returned home from **** in 2013 I had an issue with my car and I didn’t hesitate to take it back to *******. However, I was shocked to see that ******* was no longer there and Cochran had bought the dealership. Still, I wanted to take my car to the same location as where I purchased it because I had never had a bad experience there. The issue that brought me into what is now Cochran was this: when I would be driving trying to maintain a constant speed, especially going uphill, I would notice a vibration in the front of my car, hear the exhaust flutter, and feel the entire car vibrate at or around 40-50mph. This started around the summer of 2013. Cochran looked at my car but couldn’t find anything so they “tweaked” some parts in the front of my car and said that it should help. It didn’t. After several months it was time for my car to be inspected in October of 2013. I brought up the same complaint. This time they had my car for a week and a half and they “ran diagnostic testing” on my car but “no codes” would show up on their tester. I can not remember what exactly they did, but I recall them replacing a sensor in my steering column and aligning the car. They said that should help. It didn’t. Not only did it not work but the alignment job they had done was so bad I had to take my car to a local shop in *********** in order to get it aligned properly and so the car would be drivable. That cost me an additional $80, which I should never have had to pay as the alignment should have been done correctly during the service inspection at Cochran. I decided to continue to drive my car in order to determine of the massive vibration sensation and noise I had been experiencing would continue or cease. Of course these issues immediately began happening, which caused me to again bring my car back to the Cochran service department to get more definitive answers. In the spring of 2014 I returned to Cochran with the same complaints. They said they “tried something different and that the noise should be gone.” They felt confident they fixed it. Again, I was never told exactly what they did to my car, but within 10 minutes of driving my car off the lot the vibration and noise began again so I called them from my cell phone from within the car saying I was returning immediately with the car and that I thought they should check my transmission. They said to bring the car back the next day so I did. They did not check my transmission but ignored it. They said they checked everything over and couldn’t figure out what was wrong with the car. I reluctantly took my car back with me and continued to drive it, still noticing the vibration and noise daily. Throughout this entire process, I failed to notice that my warranty expired in August of 2014. I was in the process of starting my own chiropractic practice while the issues with my car were continuing, and not realizing the warranty was about to expire was my fault. However, continuing into the fall, I was still having the exact same issue with my car that I had originally complained about over a year ago. In October 2014 my car was due for another inspection. I complained about the vibration again and insisted that they look at the transmission. They said my car was in great shape after performing the inspection and they FINALLY had a solid answer to the massive vibration. They wanted to flush the transmission. They explained to me what was happening and said that the flush would help. I agreed to pay the charge for it and the transmission flush did work, for a while. About a month after they flushed the transmission I could feel the vibrations slowly start back up. At first they were extremely intermittent, but they became more and more prevalent until finally the happened every day. Because of this, I brought my car back to the shop, still believing my car was under warranty. After a brief inspection they wanted to pull the transmission and said that it would cost over $600 and that my warranty had expired. At this point I was beyond anger, as I had been searching for answers to this same problem for over a year. I refused to let them pull my transmission but angrily stated to ****** who is the service manager at Cochran, that I have been complaining about this for a year and a half and they waited until my warranty expired to try and hit me with a huge bill, just to pull the transmission. Not only that, any additional repairs that needed to be done inside my transmission would have potentially cost me thousands of dollars, and since I just started my business, I simply could not afford that. I told ***** that I am taking my car and will never be back to that dealership ever again. Currently, I do not feel safe driving my car since Cochran neglected to do their job diligently. I feel like I have been stolen from and taken advantage of, and as a small business owner myself I would never treat a customer that way. I will not be driving my car until I can afford to have someone look at my transmission properly this time around and can pay for that service and any additional parts that may be required in order to keep my car safe on the road. The icing on the cake of this entire story is that about 3 weeks after I took my car from Cochran the final time, I started it up and my check engine light came on for the first time ever. Not only did Cochran fail to do their job but they may just have put other parts of my car in jeopardy by neglecting my transmission, which turns out to have been the problem all along. A problem I insisted they check numerous times, but they failed to do so until my warranty had expired. I have never written a letter like this before with such a negative tone but I feel as a small business owner myself that you should be aware of what is going on at Cochran Chrysler, Jeep, Dodge, Ram in ******* ******** ************. Thank you for your time and patience regarding this matter. If you have any additional questions or concerns based off of what I have written, please do not hesitate to contact me at ###-###-####. Sincerely, Dr. **** *****

Desired Settlement: I would like my transmission to be pulled and inspected for damage and any repairs necessary to be made. I am willing to pay $100 for all of the service because that was my "deductible" under my old warranty from ******* Protection Plan. I do not wish to take my vehicle back to #1 Cochran but to any other ***** dealership to have it inspected.

Business Response: During the different times we had the customer's vehicle, there were never any stored (history) codes related to an internal engine concern, nor current warning light.  Under that situation, a warranty company would not authorize and pay for an investigation into a possible concern, so if the customer wanted the transmission investigated, it would have been the financial responsibility of the customer.  #1 Cochran has never performed any work to the transmission.  In speaking to Mr. ******* *****, our service advisor who worked with the customer, at one of the visits, the customer stated that he was going to take the car back to *** **** as a store there had done work either on the existing transmission or possibly replaced.  If not a factory ******** store, we would have no record of that work being performed.

Again, there was no indication that would have led us to tearing into the transmission, nor have reason to reach out to a warranty company asking for such work to be performed.  IF the customer had work on the transmission elsewhere, as was stated to our advisor, our suggestion would be to return to that place of business and see if the repair has any warranty.

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.

They are correct in saying that no "codes" would show up when they would diagnostically test my car. However, they are lazy and neglected the fact that for the 6 times my car was in there, they did not look any further other than just plugging in a device. My warranty would have covered any transmission work had the dealership contacted the warranty company and proceeded to explain to them that they did everything that they could think of, no codes were coming up on our diagnostic tool and that they needed to pull the transmission to investigate it. When my car was in the shop for a week and a half and "they ran every test possible" as it was explained to me. ****** called my warranty company to cover the cost of the labor because he did not want me to pay the labor costs which were very expensive. My warranty company did pay for the labor services. So since I knew my warranty company would pay for "exploratory" diagnostic services then I knew they would pay for any service related to my transmission had #1 Cochran not neglected my vehicle. As for the codes not showing on their computer screen, I have similar problems in the past with my transmission and no codes showing up. My dealership in *** **** ran into the same problem. Unlike #1 Cochran, they explored more than what was showing on a computer screen. They determined since they could not figure out what was wrong with my car based on what the diagnostic tool said that they would need to pull my transmission to take a look inside it. They did in fact pull my transmission because they just didn't base their expertise on what a computer screen told them. They were real mechanics who wanted to provide the best service possible. My problem with #1 Cochran is that they didn't try to help me out. They gave up on my vehicle and waited for my warranty to expire before they had a "hunch" as to where the problem is. They failed to do their job. They kept looking in the same place over and over with no results. To me this is unprofessional. As a doctor if I am unable to help any patient after 2 visits, I change my treatment plan and dig deeper into my tool box to find out what the root of the problem is. #1 Cochran didn't dig deeper and that is what my biggest concern is. Had they done so, because a car has a finite number of parts, they would have resolved this issue a year ago. 


Regards,

**** *****

2/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During the last week of January, my 2006 Saab 97-X (an SUV with all-wheel drive) was not functioning in snow. The computerized AWD was delivering power to the rear wheels ONLY. It was driven to Cochran (the dealer from which it was purchased - new) for diagnosis and repair on Sunday, February 1, 2015 . On Monday February 2nd, Cochran service telephoned to say that the vehicle needed an electronic/computer component replaced. They said the part was in stock. The price for the part and installation was approximately $500. I approved this repair. On Tuesday, February 3, 2015, I took a cab from *** ******* ** *********** (the only option I had to pick up the vehicle) for approximately $60 fare. I questioned the service representative if the repair would correct the failure of the all-wheel drive to operate properly in the snow. He assured me that this was the problem and that now it was corrected. On Saturday, February 14, 2015 during the early afternoon hours, I was in the vehicle with my wife and two grandsons, ages 5 & 7. It began to snow heavily and the wind chill was reported as 15 below zero. We became stuck on a very modest incline that every other vehicle that passed had no trouble negotiating. The amber "Stabilitrak" warning light was flashing on the instrument panel, just as it had prior to the repair. I exited the car and my wife took the wheel. As she attempted to accelerate, power was going to both rear wheels but none to the front wheels. We eventually gave up. We had to trudge .8 mile in ankle-deep snow and strong wind with our small grandchildren, none of whom were adequately dressed for such a hike. Once home, we drove another car equipped with all-wheel drive (that was working) and were able to make it out of our neighborhood with no further incident. On Monday morning, February 16, 2015, I telephoned Cochran service, got only voice mail for everyone in the service department, and settled for leaving voice mail messages. I received a return call at 4:45 PM that day as I was leaving for a 5:00 PM appointment. "****" said he'd call back the next morning. He did not. On Tuesday morning, February 17, I again phoned Cochran service. I received only voice mail. I again left a message, again describing the problem, and asking for a timely reply. At approximately 12:30 PM I was called by "****" somebody in Cochran service. I explained my problem and told him I expected someone to come pick up the car and make it right. He said he'd confer with the department manager and get back to me. He did not. On Wednesday morning, February 18, 2015 I phoned **** ******, nominally in charge of "Customer Satisfaction" for all the various Cochran dealerships. I explained in great detail to Mr. ****** how I had used up a half-day of my time (I'm in private practice and time that goes unbilled is literally money to me) in order to deliver the vehicle the 50+ miles and 3 hour round trip from *** ******* ** ************. I described how that time was doubled as well as the expense of a $60 cab fare to pick up the supposedly repaired vehicle cost. I explained how I was a 6-time Cochran purchaser and currently a 4 car Cochran owner. I explained the extreme danger posed to my wife and small grandchildren that being stranded in a driving snow with -15 wind chill created. I then asked Mr. ****** to arrange for someone to come pick up the vehicle, take it back to the service department and once repaired properly, to return to me in *** *******. Mr. ****** replied, "I won't make such a commitment." When I repeated the extreme effort, time and money I'd already expended was unacceptable, he replied, "I can't control where you live. Many customers drive hours just to come here to purchase and service their vehicles." I explained to Mr. ****** that when I purchased that specific Saab 97-X, I expressed concern about just this factor (*** ******* ** ************) and was repeatedly assured that Cochran's policy for "luxury" models was to provide pick up and delivery service. (Of course, I am also aware that despite that guarantee, change their policy 2 or 3 years following my purchase. Never-the-less, had I known that, I would ABSOLUTELY NOT have made the purchase to begin with.) He repeated that he would not pick up the vehicle. Mr. ****** said he would look into the matter "with his team" and call me back. He did not. On Wednesday evening :***** telephoned to tell me that I should bring the car back so they could determine the exact nature of the problem. In light of the weather, I said I felt that the vehicle was not safe to drive. He told me that Mr. ****** advised to have the car towed to ************. I asked if he would arrange for the tow (and the associated fee). He told me that Cochran would not do so and that getting the vehicle back to them was entirely my problem to work out. On Wednesday evening, February 18, 2015, I had the vehicle towed to Cochran in ************* I have heard nothing from them as of this writing (February 19, 2015, 3:15 PM.

Desired Settlement: I expect to have all the computerized All-Wheel-Drive issues remediated ASAP. I expect to be reimbursed for the towing expense from *** ******* to ************* I expect to have the vehicle delivered back to me at no further cost or time expended on my part. I expect a sincere and profuse apology from Mr. ******.

Business Response: Mr. Church's vehicle was towed to our store on Wednesday evening.  I have already agreed to pay (reimburse) for the tow bill.  However, at the time, without knowing any further details of the event, I could not commit, nor knew if we had team members available to provide a pick up service for Mr. ******.  In regards to the services provided to our customers, this changed when Saab declared bankruptcy in 2011, as well.  I told Mr. ****** that either myself or a representative of our company would call him back, which **** ****** did on Wednesday.  The vehicle has been looked at and the repairs - unrelated to the prior fix - are being done by the authorization of Mr. ******.  We will be delivering the vehicle back to our Infiniti store in the ***** ***** for Mr. ****** to retrieve to minimize his trip.

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,

*** ******

1/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased what I thought was a "certified pre-owned" vehicle that was accident free in June of 2014 from Cochran VW. They assured me that it was never wrecked and even provided me with a "carfax" slip indicating so. Recently, after going through the glove box of the vehicle, I came across a repair bill that had been tucked into the owners manual for $2500 in repairs that included frame work that was done on the car just prior to my purchase. I contacted the dealership in good faith indicating the discovery of the undisclosed information. I felt as if there needed to be a sit down conversation with a possible compensation for the cover-up. The dealership sent me the email response of " you are such a good customer of ours and we value your opinion highly"..... apparently, not high enough as they will do nothing but a courtesy inspection on the vehicle. They are basically saying "tough luck".

Desired Settlement: Refund of deposit due to the car not being what was represented during the initial contract negotiations and finalized agreement.

Business Response: Tell us why here...We are more than happy and have offered to the cusotmer to have the vehicle brought in and have our Collision Center review the work reportedly done.  With a receipt tucked into the owner's manual, which was not  known to anyone, the only history we have is Car Fax unless the vehicle had any prior history at #1 Cochran - which it did not.  Many vehicles are involved in accidents and have repairs done to them, which does not necessarily involve any depreciation or loss of value in a car, as if the repairs are done properly, all factory parts should be used.

Again, we have invited the customer to bring the vehicle in for a thorough evaluation and then discussion as appropriate.  That offer is still valid.

Sincerely,
**** ******

11/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 2009 Mistubishi Eclipse purchased from Cochran Nissan in February 2013. Vehicle was purchased with an additional warranty and additonal key care program.On 11/13/14, I contacted the dealership and spoke with ******* ***** regarding the key care program and receiving an additional key for my car. He advised that I needed to take the car to a local dealership for a replacement key. Since I had only received one key at the time of purchase I was unable to do so. ******* explained that sometimes with used car purchases, they only receive one key from the previous owner. After speaking with ******** ******* at the warranty company, she notified me that the contract was invalid because I only received one key at purchase. The salesperson, ***** ******, knew I had only received one key yet sold the add on key replacement plan. This brought up another concern I had with this dealership. In May 2013, shortly after purchase, the air conditioning control unit was replaced under the warranty agreement, however there was a deductible of $100 that needed paid, even though the original contract I signed had an X in the box to show there was NO deductible. When I contacted the dealership, the finance manager said that's they way the paper printed and I had to pay the deductible. The contract clearly shows that the box is checked under NO deductible, I had initialed other portions of the contract and if there was an error on the contract, it should have been corrected and initialed.

Desired Settlement: Total refund of the key care program cost.Refund of the out of pocket expense from the air conditioning failure, $100.00If it weren't for the second issue, I would not have thought the first issue was deliberate.

Business Response: We will certainly cancel and reimburse the cusotmer for the Key Care Program, and will process that today.  In regards to the extended warranty, the paper the customer is referencing is an application, and if our printer was off line, we certainly apologize, but the customer did receive the formal documentation from ** **** stating the customer has a $100 deductible and that is why the charge was applied on the repair of the air conditioning.  The customer's policy would have been at a higher rate had they desired a $0 deductible. 

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,

**** *****

11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a brand new 2014 Cherokee in June of 2014. Since the purchase it has been in the repair shop multiple times for the replacement of the radio - which each time they said they were putting in a "new" radio, however, come to find out that Chrysler Corporate indicates that certain parts of the radio were only replaced, while the dealership and Service Manager indicate that the whole unit was replaced each time and that every time they told us new, it was actually "refurbished and used". While dealing with Chrysler Corporate a replacement vehicle or buy back was indicated only two days later a yet again "new radio" was shipped to the dealership for yet another installation of a "new" radio. In speaking with the service manager versus corporate versus the Store Manager, **** and now the Customer Care Manager, **** at yet another location - it's indicated that a replacement radio - yet the loose term "new" radio is used again for the replacement in the vehicle. Each time a "new" radio is installed - it still continues to shut off - not be able to be used and does not function. For those that have jeeps they know that for this unit most controls are filtered through the radio as it's a center to the product. Having owned 9 vehicles with the Chrysler, Dodge or Jeep brand, it is beyond anything at this point to have a dealership lie about the parts being replaced - the loose term new vs that of used refurbished - one unit vs one part etc. Seems as though Chrysler Corporate didn't get the lingo down with the dealership when providing answers to the consumer with what exactly they are doing for this warranty fix. It's a crap shoot whether the radio will work on any given day and while travelling this is a big problem. The dealership is aware of this on going issue with this vehicle as a whole, and they continue to sell it and apparantly also continue to not back up their warranty while Corporate too continues to push back the buck to the dealership - non stop circle.

Desired Settlement: Replacement with a different vehicle or buy back is the only option for resolve and settlement to this issue. It was indicated by your corporate office that at this point this is what should be going on. After explanation to **** at the dealership he too agreed that considering the circumstances discussions regarding buy back or replacements should be handled to maintain customer satification - especially in light of us being repeat 9 time customers.

Business Response: We have spoken to the representative from Chrysler who was also in contact with Mr. **********.  The first steps in the process from Chrysler to approve a buyback/trade assistance has been approved at the initial level.  From there it has to go to Chrysler Executive office for approval, which may take another day or two.  At this point, the matter is being addressed by Chrysler as they are the only parties that have the authority to appove this request.

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.

While the dealership has deferred this matter solely to that of corporate at this junction, resolve to the matter which while authorized by Chrysler for a replacement vehicle (of a completely different model/brand w/in the Chrysler, Dodge, Jeep brand) or buy back of the vehicle has been authorized by the first department, the company indicated that it would take a day or two, and that we would hear back by Thursday.  So, then on Thursday when resolve is expected, we receive a call by corporate indicating that they are working on this matter and it could be another day or two until we get the additional authorization on the next level to achieve resolution and our next step in the resolution in the process which would be working with the reacquisition department and then per buy back/vehicle replacement.  So, not only has this been going on for months - it further goes on by day after day after day, even though promised it would be a day or two at the most, which that time has passed.  It's close of business on Friday and yet nothing remains resolved 


Regards,

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

10/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I recently bought a 2010 Hyundai Tucson and must say it was the worst experience I have had buying a car. I suppose it's partially my fault for being way too trusting of a dealership. The day after i purchased the car I noticed that the XM radio was NOT working at all. I went to the dealer to try to resolve and they made me go through the service department to schedule. Unfortunately their service department, no matter how many times I have called, is seemingly never available to answer the phone. I was literally on hold for 20 minutes on 2 separate occasions trying to get a hold of a live person. Needless to say I did not appreciate 1) being sold a car without a full functioning radio and 2) not being able to get a hold of someone to resolve. Being unsatisfied with the car and wanting to avoid any future issues with service i decided to use their 3 day money 150 mile money back guarantee. I tried to return the car on the 3rd day and was refused. Accounting for all of the places that I went to and even looking at the trip meter, i barely met 150 miles, but they argued that I went over 170. Looking at the retail purchase agreement the sales rep definitely put in the incorrect mileage (making it lower than it actually was). My fault for not being more thorough and comparing the written mileage to what was actually on the car. It came back to bite me in a terrible way. Even after presenting them with all of the evidence I had they refused to honor the 3 day return policy. I asked them to at the very least fix the radio, and after sitting in the shop for another hour was told they have no idea what the problem is and that they "would be in contact" to get it fixed. Extremely disgusted with the dishonesty and terrible service of this dealership.Even today I am still having issues getting my radio fixed and still having issues getting through to their service department. Will never trust this business and advise anyone buying a car from here to think twice about their service.

Desired Settlement: I would have liked to retrieve my old vehicle and the the $5500 difference I paid for the used vehicle and be done with this business. I would have bene fine with paying any repair bills / fees to refurbish the old car as long as I could have gotten the old car back. The sales reps recorded the incorrect mileage information on the retail purchase agreement and admit I did not do my due diligence to correct it when I had the chance. I do not appreciate the dishonesty of this business.

Business Response: A replacement radio has been ordered for the customer and anticipate it being here next week at which time we will be replacing their current radio at no charge to the customer.

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

10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2005 I bought a power moonroof for my 2000 GMC Yukon. It worked fine. I didn't know at the time that the job was outsourced. Fast forward to Sept 18th. While driving down the highway, the glass on my moonroof popped off. I called the toll-free # that's provided on the site to make an apt to get this checked out. My apt was made for Sept 23rd, and it was set up to get a rental on the 22nd after work. The 22nd comes around, I pick up my rental and dropped the SUV off as planned. My contact person is **** ****** ********. On Wed at about @2pm I call to see what's the status of the SUV. They didn't look at it yet. I call back Around 3:30, They still haven't looked at it yet. I asked "who's going to pay for my wasted day rental?" I was told by ****, that it's not their responsibility. Then her further states "Let's make this clear, Don't think that your getting anything free, We're not paying for your moonroof or rental. I have a lot of 2011 & 2014 cars here with problems, So don't think that your truck with an 8yr old aftermarket problem is going to be paid for. If you're not happy with the service, you can take your truck elsewhere" I stated that I had an apt for Wed morn, and a day is wasted. On Thursday around 2:30 I called and said that I will pick up the SUV at around 5pm, if it was seen, fine, if not, fine. I was told that ***** put the sunroof in. I went down there and, they didn't. Spoke with the installer(15yrs on the job)stated that they couldn't install that type of roof. Found out through him the type and size sunroof. Also found out that there was a recall on that sunroof There's multiple problems with this. The customers service was horrible, the worst that I've seen there ever. The fact that Cochran uses another company to install sunroofs isn't a problem, but maybe there needs to be better communication. More was done with ***** in 40 minutes than was done with Cochran in 2 days. sunroof model that was installed: ******* ********* ***

Desired Settlement: 1) I should be given a refund for the amount of one day of my daily rental including the insurance fees. total $63. 2) find out the company that was used to install my sunroof so that I can get the serial # needed to file my claim and a copy of my original receipt.

Business Response: Our computer system does NOT show this vehicle being purchased at #1 Cochran by Mr. ******* in 2005, as the only history we have on this vehicle at all is the visit recently to review the sunroof concern.  Based on that information we would have no idea as to where or who put the sunroof in the vehicle that the customer claims that we did.  I am sorry that the customer received the response he did from our service writer and will address that matter to get his side of the story as well.  However, based on the information that we did not install the sunroof, the customer's request for assistance was not available for us to do, as the sunroof is an aftermarket unit and we would have no idea of where it was installed or to be able to provide him that information.  Because of this, the desire of the customer to get a rental was based on his decision and brought to us with no ability for us to assist him based on not being the selling or installing dealer, so a refund of the rental will not apply as we were put in a situation by the customer that we could not provide any knowledge towards his request.

Sincerely,
**** ******
#1 Cocrhan

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.]
     I never said that I purchased the SUV at Cochran. I went to Cochran on 2-26-2004 and had a moonroof put in. In other words, I dropped the SUV off at Cochran without a sunroof and picked it up a few days later with a sunroof installed. Paid Cochran #1000 plus tax. I had to do some digging. I found out the place that Cochran used was ********* ****** ******* *******. This was the reason that I made an appointment with you when the moonroof malfunctioned. It's not my fault that Cochran used another company to install the moonroof. Again the apt was made for wed with a tues night drop off, and you didn't look at the SUV until Thursday. This was Cochran's install, because that's who I paid for the install. I didn't find out about the third party install until Thurs the 25th of September 2014. All the shop had to do Wed morn was pull the truck in, seen it was a  ********* *** *******
, found out who put it in, made the call to them, probably would have found out that there was a recall, called me with the info, and told me that I would have to go to the website to file a claim because there's a recall on the moonroof and that Cochran doesn't handle recalls on aftermarket products. There wouldn't be any problems. So for the day delay, I should be reimbursed my 1 day rental + ins fees+ taxes in the amount of $63. That's an honest request. If you don't have time to look at vehicles, you shouldn't book them. Thanks

Regards,

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

9/17/2014 Problems with Product/Service
9/10/2014 Problems with Product/Service
9/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was in the market for a new vehicle and was looking up pricing on dealers websites. On the Cochran GMC website I came across a new truck that was normally priced at $48,770 and was currently shown online to be on sale for $40,171. The website showed pictures of the truck that had additional upgrades added to the vehicle. Items such as larger than stock rims and tires, an extra bumper with extra ligths, aftermarket exhaust, spray in bed liner, lift kit and a few other items besides those. Also shown on their website was the vin # for the vehicle (vin #*****************). I arrived at the dealership to look at the vehicle and found the truck that was listed online sitting in the lot. The truck looked exactly like the pictures had shown online and the vin # also matched what was shown online. Much to my surprise the truck on the lot had a sticker price tag of $64,000. I showed the sales guy the website pricing on my phone and waited to see if they would honor the same pricing. The sales guy said it was a mistake and they could not honor the website pricing. During the hour I was onsite at the dealership 2 other people came in looking to buy the same truck at the online price. They were also told that the dealership couldnt honor the online pricing. This has been almost 3 weeks ago and the dealership has still not fixed the online pricing of this truck.

Desired Settlement: I would still consider purchasing the truck if the dealership would honor their online pricing of $40,171. At the very least I want this dealership to correct their online price of this truck.

Business Response:

This vehicle has an accessory package on it from a company called Southern Comfort.  The price listed is showing the truck from the factory without the additional packages.  It is our mistake, not by intent, that our on line system did not pull the additional information on pricing with these accessories.  We cannot sell the truck at the price of the base model with all the thousands of dollars of upfitted parts on this vehicle.  However, we would be more than happy to work with the customer on this vehicle if interested at a true market value of a vehicle equipped as such.  Again, our apologies for the oversight and we are working to correct this error.  It was not with intent to mislead anyone, but human error for not getting the added package onto the website.

Sincerely,

**** ******

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.

 

The only way I would consider purchasing the vehicle is if Cochran would honor their price that was origionally listed online of $40,171. 

 

When I went to the Cochran dealership to test drive the truck in question there were 2 other people there besides me that saw the online price of $40,171 that were interested in the truck before they found the price online was being used as false advertisement.  So multiple dealership sales staff were aware of the price discrepancy.  I even took the time to pull the truck in question online sales ad up on my phone to show the sales guy that was helping me.  A week later I was in contact with ***** (sales guy that took me for the test drive) and explained to him again that the online pricing of the truck had not been corrected.  After an additional 2 weeks later of the price not being corrected online I filed this complaint with the BBB.

 

Yesterday (9/7/14) I went back on Conchran's website and found what I provided as the attachment.  The truck shown on the attachment was sitting on the dealers lot when I test drove the truck this complaint is based on.  This truck is identical to the one I test drove and is listed now online for $39,671.  The only difference between the two trucks is exterior color.  Both have the same aftermarket Southern Comfort Black Widow upgrades (lift, tires, exhaust, ect.).

 

This dealership is still providing false online pricing.  The only way to resolve this complaint is for Cochran to honor their advertised pricing.  

 

Regards,

**** ******

 

 

8/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had my Automobile delivered to #1Cochran for diagnosis & Repair with a expected working relationship with my warranty company********* **** ****** ******** ************My automobile has been at this facility Six weeks with no service and no cooperation from Cochran and or its representatives-Mr.**** ***** or His supervisor **** *******.In the meantime I've had to rent an automobile while being Lied to by Mr.***** it's representative.

Desired Settlement: work with the warranty company or at least be Honest with us

Business Response:

Yes, we have had Mr. ******* vehicle here for about 2 months.  The issue has been in trying to contact the customer's aftermarket warranty company (******** **** ******). After getting a hold of them, they kept on demanding codes pulled from the vehicle, but because the car is locked up, there are no codes to be pulled.  The warranty company finally accepted that and said to go ahead and tear down the engine, with permission from the customer.  We contacted Mr. ******* and recommended that he really think this matter over, because it is a 2005 vehicle (130,000 miles) with a ********* engine, which has a history of engine issues.  Our recommendation from 3 master techs that work on these vehicles on a regular basis, was to understand that this may be an issue that ultimately is NOT covered by his extended warranty company once torn down, and now the customer has a vehicle with the engine out of it and no coverage.  We have tried to be clear with the customer of the issues with getting any approval from his warranty company and then the real possibility of it not being covered. If it is determined to not be a covered item, the customer would be, and is, responsibile for the tear down cost and again, would now have a vehicle with a torn down engine that would make no sense to put back together. 

#1 Cochran did not sell this warranty and we can only go with what they are asking and approving.  Mr. ******* need to clearly understand the possible scenario of having this car torn apart (engine wise) and having nothing to go back on, if the warranty is denied.  IF customer wants us to proceed, then he needs to pay up front for the tear down so that we do not get caught in the middle of him and his warranty company.

**** ******

8/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The day after purchasing a 2010 Cadillac Escalade I noticed a bug, what I now know to be an Indian Meal Moth, flying in the car. The following day, I observed two more of these bugs in the car. I purchased the car on July 7th and as of August 1st, have killed approximately 30 of these bugs in the vehicle. Having contacted an exterminator he confirmed that the Cadillac was infested with Indian Meal Moths and this had to have occurred prior my purchase of the vehicle.I contacted the customer care number on Thursday, July 31st to tell them of my problem. Customer care informed me that they could not do anything for me (strange since the name of the department is customer care) because it is a problem with the vehicle and I would need to speak to the salesman. I then called the salesman and he said he would need to speak with the manager. I never heard back from him. Not satisfied with this, I called the Robinson dealership again on Friday, August 1st and asked to speak with the manager. Transferred to his voice mail I left a message and asked him to return my call as soon as possible. He never returned my phone call. I called him again on Saturday, August 2nd and left another message on his voicemail. As of today, August 4th, no one has returned my phone call. Obviously there is a communication problem that is systemic within your organization.I hired the exterminator to fog the car and spent eight hours of my own time removing seats and flooring and finding large amounts of decaying and rotten food in the vehicle. In hindsight I greatly regret purchasing this vehicle and dealing with the entire Cochran organization.

Desired Settlement: Reimbursed $100 for the cost of the exterminator and an apology for such poor customer service.

Business Response:

Customer has been contacted by his sales representative.  We are issuing a refund check in the amount of $100.  We also offered to detail the vehicle, but customer declined at this time,

 

**** ****** 

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,

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

 

 

8/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Leased 3 Subaru Legacys fr #1Cochran; Despite difficulties w/ obtaining lease in 2011, I returned to dealership for 4th. In response to #1Cochran mailing "wanting to buy my lease," Oct 20, 2013 reached out to Sales Mgr **** ******* via email. After several emails, Oct 25, ** said had my info & would get back to me, never did. Apr 29, 2014, after no contact fr **, reached out to him to obtain new car/lease (in Oct he indicated may need to wait till 6 mo before exp of current lease). Previous leases had been bought out earlier than 6 months out. After attempts to reach ** via emails/voice mails/live messages, May 7 I rec email fr ** "exploring yr options;" never heard fr him again. May 22, obtained new lease/2014 Legacy elsewhere & business conducted in 1 day. During buyout, discovered tires severely worn & needed to be replaced, this cost me money in buyout of lease. Was surprised since tires were put on at #1Cochran in Jul 2013 & had approx 3000 mi w/ half fr highway. May 28 reason for exceptional wear & tear on 10 mo-old tires was they were not aligned at time of installation; told to bring car in & it would be "taken care of. Sharing concerns over customer care issues so it would not happen to others, on/about May 28 left VM for ***** *****, Reg Op Mgr, never heard fr him. May 30, reached out to Subaru of Am & explained situation. Jun 4, rep told me she spoke w/ ******* (sales manager?) @ #1Cochran & someone would call me. June 18, told rep no one fr #1Cochran called. Told me she spoke with ***** ******* & he would call next day & issue was escalated to GM who was on vaca till next wk; ** never called. June 24 left VM for ** & never heard fr him. July 3, emailed **** ******, #1Cochran Dir Cust Care/Own Loyalty; After much back & forth, nothing was resolved & did not receive any info. Originally didnt want an "apology in writing," after being ignored & employees' error cost me money, I want to be reimbursed & want to know why I was treated poorly, why poor customer service?

Desired Settlement: Unsure what is appropriate; want to know what happened and why? Want to be reimbursed. Not acceptable customer service and poor management response. Left feeling very poorly about #1Cochran service, customer service and concern for customer experience.

Business Response: Ms. ******* had a concern last summer with excessive tire wear. #1 Cochran went to Subaru corporate and got the customer a set of tires at no cost. In regards to the lack of contact with the customer through our sales department, I cannot answer the specifics of that, but was told by ***** ******* that he recalled leaving a message for customer.  Ms. ******* reached out to me in regards to the situation and I tried assisting her with her alleged issue on the turn in of her vehicle this year and expense for tires after only 3,000 miles. I repeatedly asked for documentation of where the customer suffered financial loss, but was not provided any paperwork where the customer could validate a financial loss. If the other dealer conveyed to customer of a financial hit for tires, it was not documented on any of the sales paperwork customer provided. 

 
 
**** ******#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,

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

 

 Mr. ******’s response is similar to the email communications, never a telephone conversation, we had.  To my knowledge Mr. ******* did not call or leave a message for me; since I have voice mail, call waiting and caller ID, there would be evidence of the same.  

Mr. ****** continues to focus on reimbursement Subaru of America issued to me in August 2013; The $600 paid to me, last year, represented partial payment for two sets of four tires on two different Subaru Legacys. Paperwork for the same is available to #1Cochran staff in the computer system and provided via email to Mr. ******.  The payment is not for the set of four tires that were worn and needed to be replaced in May 2014 because the work was not performed correctly by #1Cochran staff.

I have attempted to obtain something in writing from the dealer I leased the new Subaru from, but have not been successful.  I was told during negotiations for the cost of the new lease that the amount of my payments reflected deductions because the dealer needed to replace the tires.  I presume that there is no paper trail because most things are not necessarily documented in a negotiation.  I presume it is standard procedure in verbal negotiations not to document everything discussed during the purchase/lease negotiation.  

I am extremely unsatisfied with the poor customer service from all parties at #1Cochran and have been left feeling that I am constantly on the defensive; something a customer should not feel.  I have no reason to mislead anyone.  My original effort was to explore why I could not obtain an automobile through #1Cochran.  Because of the issues outlined, it evolved into something more troubling, a behavior pervasive through the dealership that if enough people ignore a customer with a problem, they will go away.

If, when I first reached out to the staff at #1Cochran to share my concerns, someone had spoken to me and heard my story this all when have been resolved.  By the time I successfully connected with Mr. ******, I was incensed because of the lack of communication from several staff members I attempted to contact.  If he had spoken to me, instead of email communication, with sensitivity and understanding, maybe the situation would have been defused.  Since he knew I was upset, a small gesture perhaps offering reimbursement or a replacement set of tires, when needed, would have gone a long way to resolving the problem. I felt Mr. ******’s interaction put me on the defensive;  requiring me to explain myself multiple times while demanding a paper trail, that I explained I could not obtain, escalated the situation.  

My automobile with the four bad tires was gone, I had nothing to gain by misleading anyone, therefore did not obtain documentation to prove my case.  I wanted the story heard so someone else would not experience what I went through.  I chose to reach out to #1Cochran and subsequently the BBB to bring attention to this issue instead of Social Media as others do to make their problems heard and cause grief for a business.  

Thank you,

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

8/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My ac wasn't working in my car in June, 2013, I brought it to #1 Cochran for repair. They replaced the ac compressor under an extended warranty that I purchased from Cochran when I purchased the car in 2004. There was a noise coming from my vent in November, 2013, so I brought the car back to Cochran to find fluid levels were low in my so called newly replaced ac compressor. I only used the ac in the summer months. In May, 2013, I put the ac on only to have hot air blowing. It again wasn't working. I brought the car to Cochran only to find out ac compressor is faulty. ****** ****** said that warranted parts are not covered so I would be responsible for the repair. I went back and forth with him about the compressor being faulty and how it was my responsibility for cost of replacement. ****** talked with service manager who also said replacement of a warranted part is not covered and would be my responsibility. After thinking about, I called Hyundai complaint center on to be hung up on. After calling back and speaking to a lead, and waiting a few days for her response, she now said part was covered but now I'm out of warranty. She and the first customer service rep said I don't have a Hyundai warranty but third party warranty. I was given number of my so called warranty company to find out they don't have any record of me. I clearly have a HPP plan and low and behold the Hyundai complaint center phone number that I called is on back of warranty paperwork. #1 Cochran and Hyundai are practicing deceptive and fraudulent business techniques. I feel they have taken advantage of me a consumer but me as a female consumer. ****** and Cochran service manager misled me on May 12,2014, by insisting a warranted part is not covered and my responsibility for payment of repair so, I not having $700 declined repair. Cochran got paid/reimbursed from warranty payment for a new and working part to be put into my vehicle and not be deemed faulty and repaired after on several months of use.

Desired Settlement: I want the faulty air conditioner compressor replaced. I want to see the old one and I want to see the new one installed. I bought an extended warranty. Cochran was paid/reimbursed for a new, working compressor to be placed into my car. It is not my responsibility as a consumer to have it out with my warranty company to replace the faulty compressor they already paid expecting it to be new. It is not the first time, Cochran has tried to take advantage of me. I expect this to be resolved.

Business Response:

Ms. ******** vehicle did have a Hyundai Protection Package on it that unfortunately expired at 100,000 miles.  This is outlined in her owner's manual and documentation provided by Hyundai.  Even though there was a part failure within the 12 months/12,000 miles of normal coverage, once the vehicle reaches 100,000 there is no extension of any coverage.  Again, this is a mandate from the manufacturer and can be addressed with Hyundai Consumer Affairs at ###-###-####.  #1 Cochran does not have the authority to override this warranty and repair the vehicle under any warranty coverage, once the vehicle exceeds 100,000 miles. 

As a goodwill gesture, #1 Cochran would be willing to repair the vehicle at our internal cost, but again, we have no way of billing Hyundai for the replacement of this part.

 

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

7/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On June 7, 2014 we leased a 2015 Mazda CX5 from Cochran Mazda in Wexford. Because we were close to the end of our lease on a 2011 Nissan Altima, we were merely exploring our options.After discussing our situation with the salesman,we decided to lease the Mazda because ***** reassured us that there was value in our Altima and Cochran would buy the vehicle, thereby relieving us of any obligation to Nissan (surrender fees, scratches, etc.). We were somewhat surprised at this, but when we asked again we were reassured that once we signed the Nissan over to Cochran our obligation to Nissan no longer existed. To further bolster our belief that our car was being bought by Cochran, he shared with us that our finance company was contacted and he told us the payoff amount.Still somewhat skeptical, we also questioned the finance manager, but he also assured us that we had no further obligation to Nissan. Based on their assurances, we decided to make the deal and forgo returning the Nissan Altima ourselves. We truly believed that Cochran bought the Nissan.To our surprise, we received an invoice from Nissan in excess of $1,300. We called our salesman who then referred it to his sales manager. The sales manager called us and stated that it was not in the "deal jacket" and that it was "too bad", but he would escalate it to the general manager, who never contacted us concerning the complaint. We then wrote a letter to the owner, again with no response.

Desired Settlement: We request payment of the funds due to Nissan.

Business Response:

In regards to this issue - #1 Cochran's commitment to the customer was to pay off their 2 remaining payments that were due on the lease - thus alleviating the customer of that financial obligation to Nissan - which is stated on the paperwork the customer received and signed.  The cusomer, upon turning the vehicle in at any dealership, would have had the vehicle reviewed by the holding leasing company - in this case Nissan - and wear and tear items would have been assessed.  This is how every leased vehicle is handled.  If #1 Cochran would have wanted to purchase the vehicle, the process would have included similar value appraisal of the vehicle and these same items would have been taken into account.  Again, per all of our paperwork - #1 Cochran agreed to relieve the customer of financial obligation on the lease payment of the vehicle, which accounted for the final 2 payments.

In regards to communication, our Regional Operations Director - Mr. ***** ***** - did leave a detailed message to the cusomer on Monday at 3:09 pm, leaving his cell phone number to have the customer contact.  #1 Cochran upheld our end of the deal that was outlined, agreed upon and signed off by the customer.

**** ******

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:

We were deceived.  We would have handled this situation entirely differently had we been told the truth.

We were well aware of the conditions necessary to return the Nissan Altima to Nissan.  Had we known that Cochran would turn in the Nissan Altima to Nissan, we would have done that ourselves.  And we believe that they did not tell us that they were not buying the vehicle because they did not want to lose the sale of the Mazda.

The problem is the deception practiced by this particular dealership.  We specifically asked several times during the process about the disposition of the Nissan Altima.  We were told that Mazda was purchasing our vehicle thus relieving us of any further responsibility for the leased vehicle. Certainly the salesman would not have taken the time to discuss with us the value we had in the Nissan Altima if he had no intentions of buying the vehicle.   He took the time to call our finance company to secure the buy-out figure which was well over $16,000.  Why would these steps have been taken if the dealership did not intend to purchase our leased Nissan Altima?

In addition, we have not received any messages on either our cell phones or home phone as stated.  This can be easily verified by our phone records. 

Regards,

****** ******* 

 

 

7/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Originally my car was serviced for sputtering/stalling after only 36,000 miles, 5 yrs (2-3) months (Just out of warranty). Found out cylinder 3+4 were damaged along with the manifold and was told it was going to cost me just shy of $2000! Witch is totally ridiculous considering i was offered 5 yrs / 100,000 miles. I was told to call gm to see what they could do and was told it had to go through investigation witch i totally understood also. After about 1 MONTH of waiting when promised a few days... I finally was told they could drop the price down to $1100 + tax witch i thought was still ridiculous... But at the same time grateful..I came in to pick up my vehicle the same day i was told it was ready thinking everything's finally going to be fixed! Paid what i owed witch ended up to be $1177.00. Did not inspect my car before i drove off and went home. During the time i was driving home i turned on the xm radio. Speakers on both sides dont work anymore!!! They were fine when i dropped off my car, why aren't they working now!? After that I turned the ac on.... now there's a grinding sound when i turn it on! Already fairly upset i arrived home and decided to look around my car before i called Cochran. Driver side was fine... Front bumper was in similar condition if not same.... Passenger side in similar condition (Witch was already damaged from a pot hole). Then there's the back bumper.... Already damaged from the winter... Not trying to blame Cochran for that.... But there are NEW large scratches in the middle of the bumper witch chipped and damaged the professional custom paint job! Are you serious?!15 minutes after i left Cochran i called **** ****** and left voicemails! Calmly telling him to give me a call. Thought no biggie they can just fix the minor damages... Waited 4 days and called again and again... Finally i reached "******" (###-###-####) her direct number... Left voicemails with the service manager and customer case manager. No response!

Desired Settlement: Honestly im totally sick of seeing Cochran as much as they dont wanna see me. I DO NOT want to be without a vehicle. Lost a lot of income over this already! I just want the speakers fixed, ac unit stabilized, and the damages they did repaired!

Business Response:

Mr. ****'s vehicle was initially brought to us on May 27th for a check engine light and service traction control warning.  Upon diagnosing the customer was out of base warranty, but as his right, contacted GM to seek assistance.  Under the GM guidelines, the cusomer was offered from GM assistance, where the customer paid $1,100 towards the repair and the rest was paid for by GM.  The repairs were performed under GM warranty guidelines and the car was completed June 24th.  All the work performed was under the hood of the vehicle and would not affect the speakers on his vehicle, nor should the ac unit.  In regards to the bumper, the customer states that there was prior damage from the winter (not sure what that entails) so based on that damage, I cannot assess what the customer is claiming is new damage in regards to what was already there.

I would be more than happy to have the ac unit looked at and the speakers to see what may be causing the concern, but no evidence of this not being a pre-existing condition.  I would also be more than happy to arrange for our Collision Center to review the bumper to determine what was pre-existing and what the customer claims is new.  The customer can reach me at ###-###-#### or*******************.  My offer to review the vehicle is in no way intended to admit fault or responsibility from #1 Cochran.

**** ******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. All i wanted was my car to work as it was b4 this mess... I do understand people try to blame others on damages that originally were there but this isnt the case this time... I attached 2 pics, the one with my license plate is new. The other pic shows preexisting dmgs that gotten worse over time, but not Cochran's fault. Speakers i know has nothing to do with my engine but just wierd not 1 but both my front speakers dont work after getting my car looked at.  AC unit itself seems fine, works properly but something is loose and rattles only when the air is circulating from the cabin only in the first 5-10 mins then stops.

Im wondering if this is going to cost me anymore? Im noticing random bursts when i accelerate, not all the time but every once in a while...

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

 

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.

 

**** ****** 

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

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

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,

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

 

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

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.

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

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

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. 

 

 

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

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,

***** ****

 

 

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.

**** ******

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,

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

 

 

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.  

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,

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

 

 

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.

 

 

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

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,

***** ******

 

 

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,

 

 

***** ******

 

 

 

 

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

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.


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