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

  
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  #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:11/01/2024

  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 have a 2017 ******* Tucson I pay for from 7/30/2024 and when I got the car first day it was a problem with the battery then then a couple days go past and I bring it back for another problem I stated the vehicle will jerk hard when accelerating from a stop will jerk while driving has a grinding noise upfront while driving also finding when you back up this was stated August 14 at 7;:49 I had to wait 3 weeks for them to tell me its nothing so I took it back September 9 11:31 stated while driving in the vehicle shifts into first gear. The car jerks shifts hard. this is a transmission issue needs checked nothing was done now my car outta warranty and they not trying fix the problem after I brought it back down there and they told me it was the transmission after my warranty was up.

  Business Response

  Date: 11/12/2024

  This customer purchased the vehicle and warranty from *** ******* Auto Group. The vehicle was brought to us on 9/9 to be diagnosed, the car had no codes and passed all the transmission tests. The car then returned on 11/4 with check engine light on and no reverse. ******* states that the warranty they sold the customer is not valid. The complaint must be taken up with *** ******* Auto Group, as that was where the vehicle and warranty were purchased. 

  Customer Answer

  Date: 11/12/2024

  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,
  
  ***** *****

• Initial Complaint

  Date:10/09/2024

  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.

  The repair department is AWFUL!!!My husband first brought the car in for the engine light3 hours later finally the guy comes out.. my husband says whats taking so long?O we need to order the part.. but Im doing an oil change!!!No one asked for an oil change and besides I personally did it last week.. and you have to come back.. Here I am today with a promise it would be done BEFORE lunch.. thats why I came in early yet almost 1:30 and its still not done

  Business Response

  Date: 10/09/2024

  We appreciate the customer sharing their concerns with us. We apologize for any delays or miscommunication. We were able to get the vehicle repaired, inspected, and cleaned. We believe that this complaint was submitted prior to us reaching a resolution. Our last communication with the customer was at the end of the service appointment, at which time we offered for the customer to select either two free oil changes or a full detail of the vehicle. We ask that the customer let us know which she prefers.  

• Initial Complaint

  Date:10/02/2024

  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 issue is specifically for the *** of ***********************************. ********************************************************************************* I had a car accident involving my *** ********* on 7-25-24. It was taken to ************** garage in Bridgevile Pa to be fixed. 2 Airbags, ******************** needed replaced. ******** ordered the parts through *** of ******** and replaced them. In order for the car to be cleared to drive again, the airbags needed to be reset by *** themselves. ******** delivered the vehicle to *** on 8-31-24. *** has had my vehicle since then. (written 10/2) They have been unresponsive to ******** calls on multiple occasions, and when they finally contact, there has been unclear responses of why the car is not ready. Since 7-26-24 I have been in an Enterprise Car Rental, and the insurance policy of paying a portion of it ended on 8-18-24. I have been paying out of pocket for the rental ever since, to go to work and transport my daughter to & from daycare. I paid over $1650 for the car rental, equal to 3 of my car payments. At this time, I cant afford my mortgage or groceries. I had called the garage multiple times trying to understand why my car was taking this much time. I started contacting *** myself, asking for a loaner at this point since I cannot afford to rent a car anymore. I have zero transportation now. No way to go to work or daycare. They refuse to give a loaner or to help out in any way. We are a one car household. I don't have the option to borrow from any of our friends or family. I decided to show up to their location looking for more information. From what they tried to explain is the car won't connect with the airbags and they keep getting error codes from the motherboard. But this isn't on the accident any longer, this is on *** and their parts not working with each other. They are all new parts. They don't have any idea of when it will be fixed. Im desperate for help and at my wits end. I have called and emailed with little response since then.

  Business Response

  Date: 10/08/2024

  The vehicle was sent to us from Hamlins Auto Body.   The car was in an accident, and they were unable to get the new airbag module to program.  After the car was there for over a month, it was sent to us here at KIA *************** We first found an issue with the electrical charging system.  We recommended an alternator to correct that issue.  It took 10 days to receive authorization to move forward with that repair before we could even start diagnosing the issue it came to us for.  During this time, ********* came in asking for an update and a loaner vehicle.  We had no idea who this person was due to her vehicle being under the name of the body shop and not hers.  She and our service manager called and spoke to a woman at the body shop.  At that time, we inquired if there would be any further rental coverage on her claim.  We were told at that time that she had already maxed out the rental and that she was paying out of pocket at the time. Ms. ****** and our manager then called and spoke to her insurance company.  They again stated that the rental on her claim had already been maxed out and they were unable to assist on any further rental.  The spokesperson for her insurance company then stated that because of non-payment, the policy was at risk of lapsing.  Before calling the insurance company, we offered ********* one of our rentals to help her out at $20/day.  This was a significant discount on our vehicle. At this time, we are unable to offer a loaner vehicle as her insurance company has advised us as to non-payment and lapse in coverage.
  
  Currently, we have been working hand in hand with KIA **** line trying to figure out the issue.  Due to the vehicle being in an accident,the technician has had to trace wiring schematics, wiring harnesses, etc. We believe we have come to a conclusion but are waiting for *** to make the final recommendation.  At that time, we will quote the repairs, including diagnostics to get to these findings to the auto body shop for authorization for repairs.  
  
  We are the third party in this situation, communication with the customer is usually through the body shop itself.

  Customer Answer

  Date: 10/09/2024

  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 wouldn't think them as low to lie but I guess I put too much faith in people. 

  "At this time, we are unable to offer a loaner vehicle as her insurance company has advised us as to non-payment and lapse in coverage."

  I never have been behind on my insurance payment EVER. Attached is proof I have never been late on an insurance payment, dated all the way to 2022.  Saying that my insurance agent said I was behind on a payment is absolute lie, or that I had a lapse in coverage. All my insurance agent said was that my policy for a rental was maxed out on 8/19. (Ins. Policy is to pay 80% of my rental up to $1000) . 

  
  Hamlin's Auto Body does not have the codes to reset airbags. Those are kept with Makers of the vehicle, in this case, **** They are required to send vehicles to the maker when putting brand new computer wired components into the car. *** is responsible for using these codes to reset the system. Do not blame ********. *** are the ones who have not been able to reprogram the module. ************** has sent out vehicles for codes resets for tons of clients, they say on avg it take 3 hours for *** to reprogram and 2 days total to get the car back. Hamlin's is just as aggravated as I am at the lack of communication and time that it has taken. 
  
  Hamlins Auto Body had the vehicle for 30 days. They had to wait for all brand new parts purchased from Cochran *** to arrive. (Driver Airbag, knee airbag, left and right sensors, right seatbelt, left seatbelt, diagnostic unit, etc.)  The knee airbag took the longest to arrive. They answered every single time I called, and explained what parts they were waiting for. Much unlike Cochran Service, who does not respond well, or at all. 

  
  I had the rental vehicle from 7/26 - 10/2. I could not afford the rental anymore so I had to give back the vehicle to enterprise on 10/2.  Overall, I paid out of pocket $1614 for the rental ( $1110 of that is when *** had the Vehicle on their property.)
  Another lie is that they offered me a rental vehicle for $20/day. **** the service manager said that he had no rentals available, they were all rented out. **** said that the earliest he could get one was the following "midweek", around 10/2. They said the rental would be $240/week. I asked **** of when can he let me know when one was available, He said I could email him to check in for one.  I emailed the following Monday asking about the rental. He did not respond regarding the rental. They never officially offered me a loaner or a rental.

  
  I wouldn't have been able to afford the $20/day anyway going forward. They should have respectfully offered me a loaner once they realized they were having issues reseting the airbags. They have kept my car for officially 6 weeks this Saturday knowing I cannot afford a rental any longer, and that I have no other vehicle. That I have had to take off work, and stay stuck at home waiting for them to address the issue of ***'s module to program. They claim this is from the accident. I am sending pictures above of the vehicle from the accident to show that this not an accident issue, this is a *** issue and poor business practice.  ******** fixed everything for the accident and installed all brand new parts. *** is the one who cant get *** parts to connect. I spoke to ******** and they don't know of what wiring Cochran is referring to. As of 10-9 there has been no communication to me or ******** that the issue is resolved. 

  
  I want the car fixed, and a refund for the rental I had to use.
  Now other things are piling up due to me sitting at home since 10/2, including loss of one full weeks income. My daughter hasn't been able to attend daycare because I cant drive her, that's $283 that I cant get back. Delivery fees since I cant go out and just buy groceries, they have to be delivered to the house now ETC.

  
  BBB please help. 
  
  Regards,
  
  ******** ******

  Business Response

  Date: 10/23/2024

  We appreciate the customer sharing her concerns with us, and certainly understand her frustration as well as the necessity of reliable transportation. *** has advised us as to their recommended repair, and we have obtained the parts for this fix. While we are working as quickly as possible to repair her vehicle, we are also providing the customer with a loaner vehicle free of charge. Our Regional Operations Director has called Ms. ****** to advise her of this offering, and we believe we have reached an acceptable agreement to move forward.

  Customer Answer

  Date: 10/28/2024

  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 did not meet an agreement to move forward. 
  
  
  They claim that they understand the necessity for transportation, however they didn't provide help until I complained.  Cochran *** had the car for 8 weeks. They refused to give me a loaner vehicle during that amount of time. It cost me $1110 out of pocket to have a rental car from 8/31-10-2, and beyond that I could no longer afford to rent a car. After that, I lost income for 3 weeks not having a vehicle, and my daughter has missed going to daycare, which is something I have to pay if she goes or not. On top of that, I have to keep up with my car payments for the vehicle I didn't have. 
  
  
  **** has now lied on numerous occasions. I spoke with *** corporate and they told me that **** said he had offered me a loaner, but couldn't give me a rental due to not being covered by insurance, which I proved is a lie. I have never missed a payment for my insurance. 
  
  
  The last 3 weeks, state farm tried to reach out to *** to get an update on the vehicle, each time, Cochran *** denied that the vehicle was even there. 
  
  
  On 10-23-24, I received a call from **** **** ( A regional manager). He offered me a loaner until my car was fixed due to my complaint with the *************************. I received a vehicle at Cochran on this date. 
  
  
  Two days later on 10-25-24, Hamlins called me and told me my car had been finished at *** and they were going to go pick it up.  Upon Hamlins retrieving it from ***, Hamlins noticed quite a few interior damages to the vehicle that wasn't there before ***. These scratches lower the value of the vehicle and I would hate to think they would do them on purpose. ******* said they are going to ask Cochran *** to fix the damages. 
  
  
  I would like reimbursement of my rental and compensation for being disregarded until I complained.  I want my car fixed from the damages *** did. 
  
  
  A couple examples attached of the scratches that were done to the interior of the car. There are several more images but I can't attach all of them. 
  Regards,
  
  ******** ******

  Business Response

  Date: 11/25/2024

  Our management team has discussed with the customer multiple times and we believe we have reached a resolution.   We fixed the original issue with the vehicle from her accident and repaired any interior damage caused while fixing the vehicle.  We also are sending her a check for $1,100 to reimburse her for the loaner car expense.

• Initial Complaint

  Date:09/24/2024

  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.

  All information has been attached in a ********* Word document.

  Business Response

  Date: 09/27/2024

  Ms. ************ brought her 2013 Kia ******** with ******* miles to us on August 22, 2024 for an inspection. Upon review by our technician for the PA inspection, it failed the PA state safety inspection for both front coil springs (needed to be replaced), tie rod and ball joints (needed to be replaced). The coil springs were broken, and the tie rod and ball joints had excessive play. We did recommend other repairs/service not required under the PA state safety inspections. The advisor let her know this and gave her the repair cost. She declined the repairs and took her car, stating she would go elsewhere for repairs and come back for the state inspection. She was not charged anything.
  
  She returned for reinspection on September 13, 2024, and the mileage was ******* at this visit.  PA state inspection law requires a vehicle to undergo complete re-inspection after 30 days and/or 500 miles since the vehicles original inspection. The vehicle was given to our shop ******* who was also the technician that looked over the vehicle originally.  When he put the vehicle up on the rack to re-inspect, he found a broken left front ball joint and a leaking rear left shock. He retrieved the service advisor and service manager immediately.  Picture and video documentation were taken, and the service manager went out to the waiting area to retrieve the customer. The service manager, technician, and advisor were all present when we showed the customer the problems with their car and stressed to her that the car was unsafe to drive.  We recommended a tow, and the customer declined and arranged a tow on her own.  We did not charge the customer for reinspection but was charged for the emissions sticker for $61.53.
  
  We are willing to refund the customer the requested $61.53 to resolve this complaint. 

  Customer Answer

  Date: 10/01/2024

  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.
  
  

  Response letter to ***s reply.
  
  I am writing in response to the letter that *** submitted on September 27, 2024.
  There are a few discrepancies in their story that I would like to clear up:
  It was stated that I declined the repair work on August 22, 2024, at my original inspection date.  That is incorrect.  I never said that I was going to take my vehicle to another shop.  I only stated that I needed to speak to my husband.
  When I returned to the *** ********** on September 13, 2024, my car had been completed with the required repairs to pass inspection.  There was no broken left ball joint, and nothing was leaking from the rear left shock.
  It was also stated that a service manager came into the waiting room to retrieve me when in fact I was at work.  I was notified the information on the phone (which I have proof of).  
  After being notified of the information, I told them that I would pick my vehicle up and take it back to the shop where the work was done (if in fact there was truly an issue).  I picked my vehicle up and was told that I had to sign a waiver stating that the car was unsafe to drive.  No manager, technician, or advisor came to speak with me, and I was not shown any pictures or videos as they stated in their response.
  Lastly, a tow was not recommended, nor did I state that I would arrange a tow from the property.  I road back to work, as I picked the car up on my lunch break.
  As I see that the *** ********** is falsifying information to discredit my claim, I believe that the only way to resolve this issue is to file a lawsuit with my lawyer.

  Regards,
  

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

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Since my inspection on March 8, 2024, I have been attempting to get an issue with my driving panel fixed as the defrost is not working. The service men informed me that the issue would need further action as they believe the the entire panel has melted in the inside and would need to pull it apart and order a replacement in order to correct the issue but stated there is no timeline to get it fixed which means a loaner car would be needed. Ok nice, this information was conveyed, I immediately asked when they can get my 2021 Hyundai Palisade in. I was told by a worker name Aaron, who apparently no l ok anger works there that he will contact me back that same day when I can bring in my vehicle and get a loaner vehicle of similar size amd make. Needless to say. I never received a call. I end up contacting the West Liberty location in South Hills several times with no return callback until 2 months later. A nice young man names Garrett called telling me that he apologized as the incorrect info was given. He stated there are no loaner cars available and that my part would be on back order and he will reach out when that changes. Two months later I left a message in the attempt to reach someone and Garrett sent a text stating the same things. It is now September 2024 and nothing is being done. I know have experienced other issues with this vehicle that is now affecting the SUVs ability to turn on with warnings coming across the dash that something else is wrong. I am attempting to understand why I am waiting over 6 months and counting to get this vehicle that I have financed that I am paying a note on to be serviced. I am very frustrated and upset by this and need someone to remediate the situation asap. I am not asking to be put on the back burner as if this continues, I fear I will not have a working vehicle at all and this will cause issues for me and my family to travel to and from work school and etc.... Someone please do something. I appreciate the time. Thank u

  Business Response

  Date: 09/19/2024

  We apologize for the lapse in communication and appreciate the customer bringing this to our attention. Our upper management team is now involved. We have ordered a new fuse for the vehicle and have scheduled the customer for repairs on Tuesday, September 24. 

  Customer Answer

  Date: 09/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 if the repairs can be done post haste. I would hate to except this resolution and then be placed on the back burner once again or worst-case scenario, there are other issues that will lead to my vehicle being out of commission for a longer period of time and I have no car to drive in the interim. I will keep this option opened in case. We will see. Thank you 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Let’s start by saying this process started in May of 2024 a schedule an appointment to have 2 recalls taken care of and to double check the check engine light which I was assured would be addressed.Then in May I scheduled the appointment to bring the car in on July 8, 2024.for which I had to take a day off to bring in on that day. At that time, I was given an evaluation which I paid $187.11 for that stated the EVAP canister needed replaced received a quote for $702.60. At that time the parts were not in, and I was told the car was safe to drive so I took the vehicle with the intent of returning when I had time to get it fixed. I've been more than patient currently essentially being without a vehicle since May paying insurance on it and being without the vehicle. The check engine light is now back on, and the evaporation leak was not only not fixed, but the part that was originally advised that was needed was not installed. When I talked to Chad M*****, he was not helpful with a resolution. Chad stated to me that he has been with Kia for 14 years and this happens with Kias that the evaporation system is terrible. I no longer have the vehicle due to these issues, so the only resolution is to refund me the $443.06. Also I’m only asking for the $443.06 back not the money for time having to take a day off for the repairs; not for getting charged for 2 evaluations when I was told I would not; and not even for the money I had to spend on UBER to pick up the vehicle just the $443.06 back, thank you. Feel free to call Chad M***** ******* ************ *********************** or technician Jeremy P********** ** ************ ******************************* and reference Kia case * ********. This is obviously a bait and switch they told me that the evaporation canister would be replaced, and it was not causing the vehicle to not be fixed properly their own work orders show they where to replace the evaporation canister and they did not.

  Business Response

  Date: 09/11/2024

  We understand this customer's frustration, and have done what we can to try to reach a resolution. The first time we saw the customer's vehicle, we pulled the code and ordered the appropriate part. However when the vehicle returned, a different code came up, and thus the part did not need to be replaced. We explained the work needed and the customer authorized all work performed at that time. The customer no longer owns this vehicle. 

  Customer Answer

  Date: 09/11/2024

  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.
  
  Chad M*****s admitted to a bait and switch I'm asking for a refund thank you 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 09/12/2024

  The diagnosis was correct; however, the timeframe and communication were done poorly. We will most certainly refund the customer the $443.06 he is requesting and sincerely apologize for the inconvenience and delay.

  Customer Answer

  Date: 09/12/2024

  As long as I receive a refund of the $443.06 I will be satisfied Please advise how that refund will be processed will it be credited back to my card or will a check be sent please advise thank you 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* *nd find that this resolution is satisfactory to me. 
  
  Regards,
  ***** *****

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On May 25th, my husband & I purchased what we were told was a Certified Pre-Owned Vehicle from #1 Cochran Nissan Monroeville. From the time of purchase, we have had numerous issues with this vehicle(failed Maryland state safety inspection, torn front lower ball joints, cracked transfer case, coolant leak resulting in a replaced radiator, rear lift gate shocks still need replaced, & brake and transmission fluids still need replaced)& were regularly in contact with the #1 Cochran Nissan Monroeville staff to notify them of these issues. Additionally, the title paperwork was filed late & incorrectly, resulting in us still not having an accurate title for our vehicle now three months after we purchased it. In purchasing what we were told was a Certified Pre-Owned Vehicle, we were under the impression that there was a certain standard the vehicle needed to meet in order to be considered Certified Pre-Owned;however, this does not seem to be the case with the vehicle we purchased.As noted by the date of inspection on the Certified Select Inspection Checklist, this inspection was allegedly completed on June 7th, 2024, 2 weeks after the date of purchase. This inspection could not have been completed on the vehicle we purchased because we were no longer in Pennsylvania at this time.At the time of purchase, we were told this vehicle had already undergone the Certified Pre-Owned process & met the program standards, which clearly was not the case. By July, the vehicle already required $4,339.06 in repairs,not including the additional cost of changing the brake& transmission fluids.These issues should have been addressed as part of the Nissan Certified Pre-Owned Inspection process, especially because they were marked as meeting the program standard on the Nissan Certified Select Inspection Checklist.We have notified the #1 Cochran Nissan Monroeville staff on multiple occasions of the issues outlined above, & they have not been willing to provide any support in resolving the issues

  Business Response

  Date: 09/09/2024

  The customer lives in Maryland and traveled to our dealership to purchase a CPO Select 2018 Rogue from us in May. The customer dropped off a list of complaints a few weeks ago. Their vehicle was not reported to Nissan immediately due to the miles being entered incorrectly in the system and needing corrected. Once corrected, it was reported along with the certification documents being emailed to her. A dealer in Maryland told them it did not pass state inspection there because of a torn lower ball joint and recommended replacing control arms, which they did. They also tried to sell her services like a transmission flush, which is not required for Nissan maintenance. Two months after her purchase on July 25th, the transfer case and radiator were replaced. The transfer case was covered under the CPO select warranty as advertised, although the radiator was not as it is not a covered drive train component. They are saying the dealer is also trying to charge them $1,780 to replace the liftgate struts, which seems very excessive, but either way they were not bad when the car was serviced here. She was offered warranty coverages at the time of her purchase that would’ve helped to cover some of these other things, but opted for the less expensive coverage with Primary care instead of Total care.  The vehicle was never brought back here for service- the only time they returned was a few weeks ago to drop off the letter of complaints.

  Customer Answer

  Date: 09/11/2024

  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.]

   

  Response to Dealership:

   Thank you for the response. At this time, the dealership still has not addressed why the vehicle’s date of inspection on the Nissan Certified Select Inspection Checklist is two weeks after the date of sale. The date of inspection is listed as June 7th, 2024 and the date of sale was May 25th, 2024. This inspection could not possibly have been completed on June 7th because the vehicle was no longer in the dealership’s possession or even in the same state. We have now brought this issue up to them multiple times and they have not addressed why this is the case.

  As stated in the dealership’s response to the complaint, the Nissan dealership in Maryland did recommend that we replace the brake and transmission fluid due to time and mileage. According to the 2018 Nissan Rogue owner’s manual, Nissan advises that brake fluid should be changed at 60,000 miles and transmission fluid inspected (see attached pages from 2018 Nissan Rogue owner’s manual). During the Certified Select Inspection, the brake fluid should have been changed since the vehicle was at 61,463 miles, which is above the advised change at 60,000 miles. The transmission fluid also should have been checked, which would have led them to see it needed replaced due to time and mileage. Because it is recommended that the transmission fluid be inspected/changed every 10,000 miles, it is hard to believe that the transmission fluid’s condition could be fine in June (when it was allegedly checked) and need replaced in July of the same year. This leads me to believe that the transmission fluid was not checked during the alleged inspection in June.
  
  The dealership also mentioned different options for warranty coverages in their response to this complaint. At the time of purchase, we were not offered other warranty options. We were offered the warranty we purchased or no warranty at all (see the attached screenshots of text messages from Ayron on May 23rd). We were not aware that we were eligible for other tiers of the warranty as this was not explained to us. We thought the option available for the vehicle we purchased was the highlighted option in the picture as this is the way it was presented. As seen in the text message screenshots, we were offered to purchase the vehicle for $18,365.89 without a warranty or for $20092.89 with “the warranty,” implying that there was only one option for the type of warranty available to us. What is pictured in the attachments is the extent of information we received about the warranty, a photo of part of the warranty brochure and the minimal information in the text messages.
  
  Over the course of the last few months, we have been in contact with the dealership about the issues we have experienced numerous times (through phone calls, text messages, emails, and in person). We called and texted with them on June 10th and 11th about the vehicle failing the state safety inspection and not being in the Nissan certified pre-owned system. At this time, they could not explain why the vehicle was not in our name or showing up in the certified pre-owned system, nor did they offer this clarification at any point we have been in contact with them since.
  
  We called #1 Cochran on July 15th to further discuss all the issues outlined in this complaint. The receptionist advised us to speak with Ayron (sales representative who sold us the vehicle) since he is who we have been working with throughout this process. He was not available at the time, so we left a voicemail requesting him to call us back. He did not return our call. On July 24th, we called again to discuss all the issues outline in this complaint. Ayron was available this time and explained that the dealership had been “crazy busy” so he was unable to return our previous call. During this call, we explained all the issues detailed in this complaint. We also requested to speak with them in person and have the car checked when we would be in town again in August.
  
  We did not return in person more than just the one time (August 6th, 2024) because we live almost 4 hours away, so we were advised to go to a Nissan dealership closer to where we live. In July, the issues in the vehicle started to become more pressing, so we no longer felt safe driving the vehicle such a far distance for maintenance. We then chose to return to the Nissan dealership near our home, rather than try to drive the almost 4 hours to have the #1 Cochran Nissan team look at our car. We did speak with Ayron (sales representative) and Dave (manager available at that time) on our trip on August 6th, and it was not recommended by the staff to have the car looked at again since it was just serviced at the dealership in Maryland the last week of July (July 25th – 31st).
  
  On August 16th, we reached out again to Ayron and Brian (manager overseeing pre-owned vehicles) through email (using the email addresses we communicated through previously) detailing the same issues outlined in this complaint and requesting further support in resolving these issues. We did not receive any response to this email. On August 29th, I emailed them another time requesting a response to my message from the 16th. I also notified them in this message that I would be filing a complaint with the Better Business Bureau and pursuing other avenues for resolutions to the issues if I did not hear back from them. They again did not respond.
  
  At this time, we still have not received clarification on the standards a vehicle needs to meet in order to be considered “passing/meets standards” on the Nissan Certified Select Inspection for the following items:
  ·      Number 10 – All fluids condition/levels
  o   If these were checked, why is it recommended that they need changed just 1 month later?
  ·      Number 22 – Cooling system (pressure test/leaks/freeze protection) and Number 23 – Recovery tank/radiator/water pump/cooling fan(s): (operation/condition)
  o   If the cooling system and radiator were checked, shouldn’t someone have been able to see that the coolant was leaking and the radiator was in poor condition?
  ·      Number 35 – Steering/suspension (control arms/ball joints/bushings/springs: condition/excessive play/modification)
  o   If this was checked, shouldn’t someone have been able to see that the ball joints were torn and front lower control arms needed replaced?
  ·      Number 59 – Transmission/Transaxle (Fluid condition/leaks)
  o   If the transmission fluid was checked, why is it recommended that it needs changed just 1 month later? This fluid is recommended to be checked for replacement every 10,000 miles, so the condition shouldn’t have been drastically different from June (when it was allegedly checked) to July.
  ·      Number 61 – Transfer case/differential (Fluid condition/leaks)
  o   If the fluid was checked, shouldn’t someone have been able to see that the transfer case was cracked/in poor condition?
  
  As detailed in this response, we feel the vehicle was sold in a condition that did not meet that which was advertised when it was listed as “Certified Pre-Owned” because we have had major issues with the vehicle within just a few weeks of owning it. If these things were truly up to standard, they should not already need replaced/to have maintenance completed.

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

  Business Response

  Date: 09/23/2024

  We have attached the mileage correction order, the RO for the certified pre-owned inspection, and the inspection & reconditioning record to confirm that the vehicle in question was in good condition prior to the sale. Please let us know if there is anything else we can provide.

  Customer Answer

  Date: 09/25/2024

  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.
  
  Response to the Dealership:

  Thank you for the response. The attached “Inspection and Reconditioning Record” was too blurry for us to accurately read and determine what is written.
  
  At this time, the dealership still has not addressed why the vehicle’s date of inspection on the Nissan Certified Select Inspection Checklist is two weeks after the date of sale. They have explained that the mileage correction order was completed June 7th, but this should not have any impact on the date of the inspection. Along with the incorrect date of inspection on the Nissan Certified Select Inspection Checklist, there are other discrepancies between the paperwork we were given and the documents just provided by the dealership.
  
  Invoice ****** provided by the dealership on September 23rd states that the rear brake pads and rotors were replaced. However, on the Nissan Certified Select Inspection Checklist provided by the dealership on July 24th, items 34.3 and 34.4 state that the rear brake pads “met standards” and no work needed to be completed. Additionally, Invoice ****** states that the driver’s door lock actuator was replaced. However, on the Nissan Certified Select Inspection Checklist, item 43 states that all door handles/locks/controls “met standards” and no work needed to be completed. In addition, Invoice ****** states that both windshield wipers were replaced. However, on the Nissan Certified Select Inspection Checklist, item 47 states that the windshield wipers “met standards” and no work needed to be completed.
  
  With these discrepancies, how are we to know what was actually completed on the vehicle prior to sale and what is considered “in good condition” at the time of sale? Does “in good condition” simply means that the car is running enough that it appears to be in good condition and to get it off the lot, then the customer has to deal with the maintenance later? And which document provides an accurate description of the vehicle, the invoice ******** which states the brakes, driver’s door lock actuator, and windshield wipers needed maintenance or the Certified Select Inspection Checklist which states no work needed to be done to the vehicle prior to sale? Both documents were provided by #1 Cochran Nissan Monroeville, so it is unclear what condition the vehicle was actually in at the time of sale.
  
  At this time, we still have not received clarification on the standards a vehicle needs to meet in order to be considered “in good condition” and “passing/meets standards” on the Nissan Certified Select Inspection for the following items:
  · Number 10 – All fluids condition/levels
       o If these were checked, why is it recommended that they need changed just 1 month later?
  · Number 22 – Cooling system (pressure test/leaks/freeze protection) and Number 23 – Recovery tank/radiator/water pump/cooling fan(s): (operation/condition)
       o If the cooling system and radiator were checked, shouldn’t someone have been able to see that the coolant was leaking and the radiator was in poor condition?
  · Number 35 – Steering/suspension (control arms/ball joints/bushings/springs: condition/excessive play/modification)
       o If this was checked, shouldn’t someone have been able to see that the ball joints were torn and front lower control arms needed replaced?
  · Number 59 – Transmission/Transaxle (Fluid condition/leaks)
       o If the transmission fluid was checked, why is it recommended that it needs changed just 1 month later? This fluid is recommended to be checked for replacement every 10,000 miles, so the condition shouldn’t have been drastically different from June (when it was allegedly checked) to July.
  · Number 61 – Transfer case/differential (Fluid condition/leaks)
      o If the fluid was checked, shouldn’t someone have been able to see that the transfer case was cracked/in poor condition?
  
  Regards,
  
  ******** ****

  Business Response

  Date: 09/27/2024

  The customer has opened a case with the Attorney General, through which it is our understanding we have reached resolution.  
  
  Our current policy is to have a customer either bring a vehicle back to us for a “good will” concern, or call for approval of the cost while the services are being handled by a third party so that we can evaluate the validity the issue and determine reimbursement options.
  
  Understanding the customer’s distance from the dealership and extenuating circumstances described we have made and exception and are refunding the customer the requested amount of $983.04.
  
  Moving forward should the customer have a mechanical issue or breakdown with this vehicle any additional expense will be the customer’s responsibility. 

  Customer Answer

  Date: 10/01/2024

  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.

  How will the dealership be refunding us the requested amount of $983.04? 

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

• Initial Complaint

  Date:08/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In April 2023, I purchased a vehicle from Cochran with an extended 10-year warranty for $2,333. Roughly a year after the purchase, the car was in an accident (4/30), resulting in a total loss. I contacted Cochran in May about a refund for the warranty since I no longer had the vehicle and an extended warranty was not needed. They confirmed that they would be willing to refund the purchase of the warranty. However, it has been over 3 months and I have yet to receive the refund. I have contacted them multiple times about the missing refund and they excused the delay due to a cyber attack. Yet, their tech system never failed to charge for the other vehicle I purchased from them. All other times I tried to contact them, they failed to respond.

  Business Response

  Date: 09/09/2024

  We appreciate the customer bringing this to our attention and would be happy to assist in investigating the status of the refund. We would like to request the information of which location the customer purchased their vehicle from. 

  Customer Answer

  Date: 09/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ********* *****

• Initial Complaint

  Date:08/30/2024

  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.

  Date 8/26/24. I went in because suv keeps stalling out in middle of roads it could be transmission. They claim they didn't find anything but never checked transmission. Charged me $199.31. I still have same issue. I have called multiple times keep getting the call center, Carrie and Dave who both stated they would send a message for a manager to call me. Carrie also transferred me to a no name generic voicemail. I have also left messages for Tyler * ***** my service advisor. ask Carrie and Dave to have Tyler and and service manager to call noone has yet to return my call . I just want a refund so I can go to another Buick dealer to properly evaluate my vehicle. They didn't take the time to address my concerns when I was there on 8/26/24. They clearly don't care about their customers. They have a I don't care attitude. They had no problem taking my money but can't return my phone calls . something has to be wrong it's not normal for a vehicle to stall out while in the middle of road . So I am requesting a refund since clearly they did not address the issue. They are horrible and never return phone calls I have been calling them since I left on Monday a few times a day it's now Friday I have yet to receive a phone call back. My phone number is *** *** ***** ***** *****************************

  Business Response

  Date: 09/09/2024

  We apologize for the delay of communication. Our service manager has reached out to the customer and left a voicemail. We are happy to discuss a refund.

• Initial Complaint

  Date:08/22/2024

  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 purchased an Audi from the Washington marketplace on 4/20/2023. Before signing the paperwork I told them I had to put oil in the vehicle because the oil light came on and it was leaking something on the ground. The manager told me it was (the water pump) leaking antifreeze and they would fix the problem. No appointments till July 26 @audi Washington 2 months out. I had to put anti freeze in the car every time it ran out just to keep the car from messing up further. He told me it was ok to drive it like that. TWO MONTHS ON A BAD WATER PUMP?? Went for service on July 26. They fixed the water pump. I Returned the vehicle on Aug 22 because it keeps burning quarts of oil. They kept my car from Aug 22 to Sept 27for this engine issue. About $18k in work was done on a car valued at $14k? I asked them about my vehicle blowing white smoke out the exhaust, they said it wasn’t a problem and sent me on my way. Returned the vehicle Oct2 because my vehicle started shaking badly, the CEL light came on and was still leaking oil. They kept my vehicle til Oct 27 for this issue. Asked about the white smoke again, the guy told me they ran a compression test (which isn’t on my order receipt) so he didn’t because they would’ve charged me, told me everything was ok. I Returned vehicle Nov 3 because the car is STILL LEAKING! Oil filter housing was bad. Got my car back Nov 8. Took car back Nov 14 because it’s still leaking oil. Failed timing chain cover was leaking Recieved my car Nov 27. Still asking about the white smoke. I Returned my car on Dec8 because it was leaking oil & white smoke. 2024 May28 I’m putting antifreeze in my car every other day for some reason. No leaks on ground. Driving a short distance my car overheated June 5. Called in they said don’t drive it anymore because it will get worse. Took it in July 24. They still have car, couldn’t get loaner but I scheduled for one. I’ve been outta a car for 2 summers, I lost my job too. My car has major engine problems.

  Customer Answer

  Date: 08/22/2024

  My car has been at the liberty ave Audi dealership for 4 weeks now. Nobody has notified me of my cars status since last Friday  Aug 16th vaguely stating that they should have it done by Monday afternoon Aug 19th. Nobody has yet to notify me of anything about my car. I scheduled my vehicle service date for July 24 because that’s the earliest date tfey would have a loaner car for me. Got to the dealership and the scheduling lady told me I was too late to get a loaner vehicle which was very odd. Its was 2:30-3pm. I’ve been getting loaners when my vehicle was in the shop for any amount of time and I usually picked up the loaner after 5pm when I got off work. They close at 8pm so what’s late? I’ve never experienced this before about a loaner vehicle. It seems like a discrimination issue. She was very polite on every phone call, I have a feeling that she thought I was Caucasian but when I came in the dealership and I was African American, he whole attitude changed and was very rude and short when I asked her anything. I’ve had a loaner from Audi Washington, Pa for as long as they had my vehicle multiple times. Atleast 4 or 5. Due to me not having a loaner vehicle, I’ve lost my job and I’m drastically in debt on my car payments and personal expenses. Every time I call and ask about a loaner car, they say they’re going to call me back and never call. My life is in shambles right now because of all this. I’ve been having major engine problems with my car since I got it. I missed many important dates. My car has been in the shop 7 out of the 15 months I’ve had it. 

  Business Response

  Date: 08/27/2024

  We understand the customer's frustration in facing repeated difficulties with the vehicle, and are working to resolve. This customer bought a Lot1 Q7 with a 126,000 miles on it. He has basic EZcare warranty coverage and has received some goodwill repairs in the past, including a split on replacing the pistons. At the customer's last visit to our Washington location, the vehicle had 132,000 miles and we quoted secondary port cleaning due to the check engine light on. The customer declined repairs. At our Pittsburgh location, we put on a used supercharger and intercooler after being denied by his warranty company in efforts to fix the car, make him whole and give our best efforts to provide reliable transportation. The customer is aware of this work. We have provided transparent service, and continue to assist to our best effort. 

  Customer Answer

  Date: 08/27/2024

  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.
  All the problems that you listed about my vehicle, I told you about it BEFORE I LEFT THE LOT. The first thing I noticed was leaking & I had to put oil in the vehicle. The guy said it was my water pump leaking asked me if it was overheating also. They replaced the water pump knowing the new water pump might be faulty (see attached ENGINE WATER PUMP SETTLEMENT CLAIM FORM) all of the problems that I’m having with my car were preexisting issues before I purchased the vehicle. There’s no way I could have built up that much carbon in that short amount of time. Nor have all these failing engine components. They didn’t thoroughly check the car before they sold it to me at max price. He knew the water pump was leaking before that’s why they fixed it for free. They found out the pistons were bad from me telling them I had to put oil in the vehicle prior to purchase. All these problems should’ve been fixed for free because of the 1month 1,000 mile warranty from the dealer. And you didn’t try your best to put me in a reliable vehicle because my car has had more work done on it than it’s worth. I couldn’t get a loaner this last time and I lost my job. I scheduled my appointment on July 24th because that’s the first day they would have an available loaner for me and I was denied a loaner car for no apparent reason. If the calls are recorded, pull up the call when I scheduled the appointment and what they scheduling person told me. My vehicle was in the shop for 4 weeks. I jus received my car back on Aug 23. I lost my job & $4,500 from not getting a loaner car to go to work. Is it normal to have a car go bk and forth to the shop each month in its first year of its purchase? 
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ********