Complaints

This profile includes complaints for #1 Cochran Automotive's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  #1 Cochran Automotive

  4520 William Penn Hwy Monroeville, PA 15146-2814

  
• 

  #1 Cochran Automotive

  318 Old Haymaker Rd Monroeville, PA 15146-1432

  
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  #1 Cochran Automotive

  5200 Campbells Run Rd Pittsburgh, PA 15205-9736

  
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  #1 Cochran Automotive

  2841 Liberty Ave Pittsburgh, PA 15222

  
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  #1 Cochran Automotive

  340 New Castle Rd Butler, PA 16001-2440

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my 2015 Hyundai Sonata the day after Thanksgiving, 2021. Since then they had it for 2 months to fix a paint issue, then they had it for another month to replace the motor in June of 2022. I had it back for 2 weeks and it is broke down AGAIN. They told me that it was part of the fuel system and that it would be another $600 to repair as they used the old parts from my old motor and now it isn't covered. I have owned this vehicle for 8 1/2 months and out of that time it has been in the shop for 4 of those months but yet I am responsible for the payments on a vehicle that I cannot drive.

  Business Response

  Date: 07/13/2022

  Customer purchased the vehicle with around 108,000 miles in November 2021.  I do not see any mechanical repairs prior to us replacing the engine - under factory warranty - for the customer the end of May.  In replacing the engine - again under warranty - we are held by the manufacturer process and the fuel injectors were NOT part of the factory engine replacement per Hyundai.  The vehicle has over 117,000 miles and the fuel injectors need replaced which is not uncommon on a higher mileage vehicle.  

  We have assisted the customer through the manufacturer on replacing the engine under a recall at no cost, but unfortunately, the fuel injectors are not covered and are a wear item.

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in Hamilton, Ontario, Canada, and I went to Pittsburgh in mid-June. One day, I could not start my Nissan Versa 2012. The #1 Cochran Nissan Cranberry service centre diagnosed the battery issue. I paid 375.96 USD (June 21-2022) for the battery replacement, only to discover an hour later that the vehicle would not start. I recorded a video to document it. The next day, I brought the car back and showed them the video. That time, they diagnosed an intermittent failure in the NATS system and concluded that its antenna needed replacement and the keys reprogramming. I asked them why they changed the battery if the problem was elsewhere. They said the battery was low and needed replacement and that they now found the abovementioned issues. They said I should be able to drive home to Canada and be prepared for the intermittent failure with starting the engine. Upon returning home, I emailed a copy of the diagnostics report to my local Nissan service centre. They asked if I wanted another diagnostics or to go ahead with the replacement of the parts as indicated by their American colleagues. I decided there was no need to spend the money on something that another Nissan centre had already done and authorized the replacement of the antenna with the immobilizer and reprogramming of the keys. I paid 418.07 CAD for the work. As in Groundhog Day, the vehicle failed to start the same evening I got it back from the service centre. I wasted money on unnecessary work based on the diagnostics done by the Nissan centre in Cranberry. I replaced parts that did not need replacement. I have to pay for another diagnostic this week, and I have already spent around $1000 CAD for nothing, thanks to the #1 Cochran Nissan Cranberry. I would like, at minimum, to get a refund for the replacement of the antenna with an immobilizer (418.07 CAD = 322.19 USD ) and another diagnostic (147 CAD = 113.27) to the total amount of 435.46 USD. I have all the receipts to prove my case.

  Business Response

  Date: 07/11/2022

  Vehicle initially came in and we tested the battery - which failed the load test (meaning was not strong enough).  The alternator charging test and starter crank test did pass.  We informed the customer the battery failed the load test and without replacing that the rest of any tests would be impractical.  The next day with the starting concern - we did further diagnosis at no charge to the customer - we did duplicate the concern which was a security light and code - but there were also stored codes for the NATS system.  That led us to replacing the NATS antennae amp and to re-register the key fob.  Other possible causes could be the key/fob system or the ECM.  These were the causes based on the data from the vehicle and we did the proper steps up to that point. 

  Customer Answer

  Date: 07/11/2022

  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.
  
  

  In their response, Nissan Cranberry stated that they REPLACED the antenna and re-programmed the key fob. It is NOT true. The attached paperwork shows clearly: WILL NEED TO REPLACE the NATS antenna amp, etc. They have not done the replacement, only the diagnostics. Their manager Mark (?) said it would take him a week to get the necessary parts and that it would be easier to do in Canada. The NIssan service centre in Canada replaced the parts according to the diagnostics done by Nissan Cranberry - it did not solve the problem, and I just wasted money for the replacement of the components that did not need replacement. On top of that, I have to pay for another diagnostics.

  Just to reiterate, NIssan Parkway in Canada replaced the parts according to the Nissan Cranberry diagnostic report, which did not solve the problem. I spent money for the unnecessary replacement of the components and more money on another diagnostics. I would like to get a refund, as indicated in my original complaint.
  
  Regards,
  ***** **********

  Business Response

  Date: 07/12/2022

  Apologize as read the paperwork with what would need to be completed.  Customer paid for a battery which we know failed the load test.  We were not able to complete other work due to time frame.  We did not charge the customer except for the battery and if the other dealer did work without diagnosing that is their prerogative, but is not our responsibility.   The vehicle is 10 years old and will require further diagnostic for the concern of which we were not able to perform due to the customer needing to get back to Canada.  Again, the battery failed the load test and before anything else could be completed, that piece of the situation had to be addressed.  

  Customer Answer

  Date: 07/12/2022

  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 Canadian office did the work based on your diagnostics, which was wrong! Do you actually care for the accuracy of your diagnostic tests? By the way of analogy, if a patient comes to a new physician with the lab work results from elsewhere, the physician works with the results instead of ordering the new tests. The vehicle is 9 years old, not 10, but this does not matter. You misdiagnosis cost me money, and I want at least partial refund for the work done in Canada based on your assessment.
  

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

  Business Response

  Date: 07/18/2022

  We did the work we could for the time frame we had.  The battery needed replaced.  What the other shop did or did not do is not something we can be responsible for.

• Initial Complaint

  Date:06/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a 2018 Nissan Leaf. I was having a lot of issues with the battery rapidly dropping charge while driving on colder days, and at one point went from 50% to 0% in 30 seconds and completely shut down on the highway with my whole family in the car. After dropping it off at the dealer the second time, and talking with Nissan Cooperate, they finally did some more investigation and found that the lithium battery needed replaced. The loaner vehicle they gave me was a gas car and I asked Nissan about getting the fuel reimbursed since I charge 100% at my work for free which is the main reason I purchased an electric car. She advised that under these circumstances she thinks that they would cover the fuel expenses and advised me to save all receipts. It took over 2 months to get my car back and when I questioned about the fuel reimbursement process, I was told I would have to work it out with the dealership that did the work since they did not provide a loaner electric vehicle. This was not mentioned earlier or I would have discussed it with the dealership as well. This is extremely frustrating because I was under the assumption this would be taken care of promptly and therefore was not as worried that it took over 2 months to get my car back. I also had to swap loaner vehicles halfway through the repair (which also had no gas in the second vehicle and I had to fill it up!) There's no reason I should have had to go through this repair to begin with, but this is really frustrating that I am currently stuck with over $560 worth of fuel costs! I have contacted Cody at the dealership 4 times about this dating back to May 13, and provided all receipts and have not heard anything back yet. Please make this right.

  Business Response

  Date: 06/07/2022

  Customer was provided transportation that was available.  Due to inventory restraints under the current market conditions, we do not have EV vehicles as loaners.  The customer was directed to contact Nissan Motors Corporation for assistance as this would be something that Nissan would have to approve and provide to the customer.  Nissan declined assistance on the basis the customer was provided alternative transportation and there is no agreement that an EV vehicle would be provided.  

  Customer Answer

  Date: 06/08/2022

  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.
  
  First of all, #1 Cochran of Monroeville never directed me to contact Nissan about the fuel reimbursement.  In fact, they never responded to any of my emails when I asked about the fuel reimbursement which is why I had to open a case to receive a response.  Second, Nissan actually told me to contact the dealership about the fuel reimbursement since it would need to be something that they would take care of.  Nissans stated that "since the dealership did not offer an EV car as a loaner, than they would need to be the ones to reimburse".  

  I'd also like to add some more details that fuel the frustration about this.  When I first dropped off the vehicle, I was told there was nothing wrong with it.  It wasn't until shortly after that that my family and I were stuck on a highway with a completely dead car.  I dropped it off again and even then they didn't think anything was wrong with it.  They had to wait for a Nissan engineer to come look at it.  This process took almost a month before they finally decided the battery needed replaced.  When the battery did arrive, they suddenly found out that they needed a lift that their shop didn't have and would have to wait until they could get one.  A few weeks later, I found out that they were now waiting on special gloves they needed.  They also gave me the car back "finished" but had a high voltage plug totally exposed in the back seat area with panels and loose screws.  If I wouldn't have noticed this, my kids could have been injured if they were to start playing with plug.  All of this came off as very unprofessional.  There is no reason they shouldn't have been prepared with all of the proper equipment and tools to complete the repair when the battery arrived.  Due to their lack of preparation, I had to drive the loaner car longer resulting in more unnecessary fuel costs.  I wasn't as worried about this when it was happening because I assumed my fuel was being reimbursed.    

   
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:05/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle has a recall that hasn't been fixed I called to schedule the part isn't available and to make matter worse my engine light is on and when I explained the issue there isn't any sympathy for my safety. I'm being told I can't get a loaner for something this serious. With a dealership this big this company should care about safety. Why aren't the parts available if there's a recall? ********** Rear Suspension Toe Link. A rear toe link fracture may reduce the ability to control the vehicle, increasing the risk of a crash. Correction Dealers will replace rear suspension toe links and adjuster fasteners. We purchase our vehicle from this dealership July 2019 and planned on coming back when we plan to upgrade but issues as such will have us going elsewhere.

  Business Response

  Date: 05/03/2022

  Our Service Director in Monroeville - Brian B**** * will be contacting the customer as we have now been able to acquire parts.  In regards to the loaner question, each manufacturer determines if a loaner will be approved for the type of repair and in regards to backordered parts.