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:07/29/2025

  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.

  I traded in my 2020 Kia ********* in May which I had to submit for a GAP reimbursement. It took weeks for the business to get back to me on what was needed and how to proceed. Once I submitted everything, after month passed, I still had not heard from them on the status. I decided to call ********* the provider of the insurance on 7/25. I was advised by them that they sent payment to Cochran in early July. I have not received anything from Cochran and its almost August. Ive tried to call them multiple times and so has *********.

  Business Response

  Date: 07/29/2025

  Apologize for the delay.  Forwarded this information to our F&I team to have them look into the policy information and if anything has been processed.  These claims typically send any outstanding funds back to the lender institution not the individual.

  Customer Answer

  Date: 07/29/2025

  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.]
    The company that issues refunds, ********* has already stated they sent everything to Cochran at the beginning of July and they have not sent me anything or provided me any information other than it will be sent to me. They have the funds and are not releasing to me.
  Regards,
  
  ******* *******

  Business Response

  Date: 07/29/2025

  Attached are copies of the two checks that are being mailed to Ms. ******* today; one is for the ********* warranty refund in the amount of $2864.48 and the second for her Gap refund of $796.25. 

  Customer Answer

  Date: 07/31/2025

  [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.  I have received what the business sent. Thank you for your help.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:07/18/2025

  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.

  Complaint Against #1 Cochran Collision (Body by Cochran)I dropped off my ************* at #1 Cochran Collision on Monday, July 7, and was told the vehicle would be ready by Friday, July 11. Despite this timeline, I later learned that no work began until Wednesdaytwo full days after drop-off. This was never communicated to me.Throughout the week, I received automated text updates stating that the repair was progressing on schedule and would be completed by Friday. These messages were misleading and inaccurate. When I arrived Friday to pick up the vehicle, it was not ready, and I was informed that the car had to be sent to the dealership because Cochran Collision was unable to perform the needed repairs.This demonstrates either a lack of technical expertise or dishonesty about the shops capabilities. Worse, no one proactively contacted me about the delay or the transfer of my vehicle. I had to request updates myself, only to find out that the work hadnt been done and was outsourced.The entire experience reflects poor communication, mismanagement, and a lack of transparency. I trusted this business based on its reputation, but it failed to meet even the most basic expectations of professionalism and customer service.Resolution Requested:Explanation for the delay in starting repairs.Clarification on why the vehicle was accepted if they couldnt complete the work.Steps they will take to prevent this from happening to future customers.Consideration for compensation due to the delay, misinformation, and inconvenience.This experience was frustrating and unacceptable, and I hope this complaint helps hold the business accountable.

  Business Response

  Date: 07/18/2025

  Certainly, apologize to the customer for the delay.  The vehicle was expected to be completed on 7/11 and the body work portion of the repair was done at that time.  What caused the delay was the calibration portion of the repair.  Upon completion of the work and running our post scan process to insure that all sensors and technology of the vehicle was reading properly, there was a blind spot detection fault found.  We took the repaired part off to examine if there was any wiring connection issues which none were found.  To note, the vehicle was being worked on upon arrival - but that work was for preparing the damaged parts including painting of the new parts.  Because of the blind spot detection - the vehicle was flat bedded to the local Mercedes shop as the manufacturer restricts certain equipment and processes only to a dealership.  This was not that Body by Cochran failed to be able to properly repair - but any collision center would have to utilize a Mercedes shop due to the requirements and limits that the manufacturer allows.  This issue caused the delay and was what was communicated to the customer.

    Again, we certainly apologize for a situation that was out of our control as well as the customer.  We would be happy to provide the customer a free detail service for a future time.

  Customer Answer

  Date: 07/20/2025

  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.
  
  Your explanation does not absolve the fact that I was misled and significantly inconvenienced. I was told my vehicle would be done by Friday, July 11th. It was not. Only at that point was I informed of a calibration issue something that should have been anticipated from the start with a modern vehicle. The fact that it had to be flatbedded to a ******** dealership after the promised completion date reflects either poor planning or a fundamental lack of understanding of what your shop is capable of completing.
  
  
  Stating that the vehicle was being worked on upon arrival is misleading. Prepping and painting parts is not repair its preliminary work. If your shop cannot fully service the vehicles you accept, especially with manufacturer-imposed limitations, that should be made clear before the customer is promised a completion date you cannot meet.
  
  
  To further demonstrate the negligence involved, I found an automotive s**** embedded in my tire shortly after retrieving the car. While its possible this occurred during the drive home, the far more likely scenario is that it came from your shop floor another example of carelessness and lack of basic quality control.
  
  
  A free detail doesnt come close to making this right. This experience was marked by delays, lack of transparency, and signs of clear incompetence. Take ownership dont dress it up.
  
  
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:07/16/2025

  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 extended warranty throughnumber one Cochran *********** when I bought the car they told me that since I was younger than 25 every time my car broke down for service they would give me a loaner they refuse to give me a loaner every time I'm there they keep my car for weeks they last time they had my car for 2 weeks and didn't give me *** loner then came back and did not honor my warranty which I bought through them they told me that my warranty would be accepted now that I go to them every time I put in a claim they deny it and make me pay out of pocket after they got my money into this business they do not want to do none of the warranty work or nothing that they said that they would honor they do not honor nothing they said when we bought the car they told me that I would never be without a car as long as I bought a car through number one Cochran and was in service because I'm under 25 I can't get a rental they told me they would give me a gun or every time now every time I go out there they don't have no loners and they keep my car for weeks then deny the claim and want me to pay out of pocket every time I've been out there four times and every time I've been out there they refuse my warranty and yes I am filing this at the local magistrate also

  Business Response

  Date: 07/18/2025

  Loaner vehicles are not provided to every customer for every repair, and we apologize for any miscommunication. We have attempted to assist the customer in his repairs by either waving or discounting the diagnostic fee and repairs for service. The determination whether a repair is covered under an extended warranty is made by the warranty company, not #1 Cochran.

  The service visit recaps are below, and the corresponding Repair Orders are attached:
  

  01/02/2025  diagnosis performed due to check engine light exhaust leak detected. Customer was not charged for diagnostics.
  

  5/12/2025  vehicle was towed in for check engine light and defective steering components (undriveable). The check engine light diagnosis was the accelerator position sensor, a part covered under warranty, the customer paid the $250 deductible. Steering diagnosis was left inner tie rod was snapped and part of the inner tie rod end at threads was bent. The claim was filed with the customers warranty company and coverage was denied. Customer was charged a discounted rate for the steering diagnosis but the customer declined the repairs. Due to the steering issue and inability to road test the vehicle after the warranty repairs were completed, the codes cleared and did not return.
  

  07/02/2025  customer came in prior to a appointment date and was told we would do our best to work him into the shop as quickly as possible. We scanned and found the same codes for the accelerator position sensor in history. We investigated and found a GM bulletin about water intrusion/damaged harness causing intermittent check engine light for the codes. Water leaks and corrosion are not covered under his extended warranty. The customer declined further diagnosis/repairs and he was not charged for diagnostics.
  

  If the customer wishes to move forward with the necessary repairs, he can contact us to schedule an appointment.

  Customer Answer

  Date: 07/25/2025

  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.
  
  There is not leaking water asked them to show me pictures of water leak they refuse to give me pictures every other time I was in there they gave me pictures and diagnosed of the problem they do not even have where the water is leaking they are in a class lawsuit because they are rejecting warranties every time you go that they reject your warranty[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:07/09/2025

  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 experience with the service department in ******** was horrible with absolutely no communication! I dropped my car off on a Tuesday morning with a check engine light and an unusual sound when braking. I explained my car had recently been inspected and was assured it was not my ********* check-in call Tuesday or Wednesday to say anything about my vehicle. After trying to call numerous in the past 2 days with no response, my *********** stopped in Thursday to see what was happening. I was reassured they were working with "***************" as they were able to reproduce the sound, but didn't know what it was. ****, the service manager, gave us his cell number and said we could check in personally with him.We also asked about the check engine light and **** said, "it is not our policy to start throwing parts at cars to get an engine light resolved." He assured us they were working with *************** and thought the check engine light may be tied to my initial complaint.The only time we got a return call was the following week, explaining that our car needed a battery. Why did it take over a week to let us know my car needed a battery? My car is 2 years old and covered under warranty. No loaner was offered as they said, "all the loaners were out and I don't know when any will be returned."They had no answers or even an update about how things were going with ***************. We even texted **** multiple times with no response from him (so much for having his cell phone).Every time we stopped in there, there were a line of in-takes for service. They are only interested in making $$$ on doing simple repairs. I picked up my car the following Thursday (9 days after dropping it off) with no resolution. I even decided to get a battery elsewhere and they didn't care at all. They were very glad to be done with my car and couldn't care less if the problem was fixed.

  Business Response

  Date: 07/11/2025

  We are familiar with the customer's vehicle and understand how frustrating it can be to face difficulties with one's vehicle. We looked at the vehicle and opened a case with KIA ********* to whom we provided our findings. They often take at least a day at a time to respond to each prompt we provide. We communicated these updates to the customer, but hit a roadblock when the vehicle had to be consistently jumped in order to be looked at. Per KIA ********* we needed to have a known good batter in the car to move forward. This could have contributed ot the original issue as the vehicle is a hybrid, however the battery was out of warranty. As a hybrid, the vehicle required a specialty battery that we do not stock. It took a few days for the battery to arrive to us, as is normal for a parts order. Unfortunately on the day the battery arrived, our technician ended up needing to have an emergency surgery and was not available to work. Following this information, we were unable to reach a middle ground to move forward with the customer, and released the vehicle to their care. We did not charge for the diagnostic or the vehicle specific battery we ordered.

• Initial Complaint

  Date:06/27/2025

  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.

  Itook my 2017 *** ******* to the #1 Cochran *** ******* ****** in ******** for a suspected coolant leak (I had taken it to get an oil change and the tech that did it noted that the oil was milky, and that my coolant needed topped off). The video is the tech going over the recalls on my car and then shows 2 'spots' that show it needs a 'new engine'. ***** called and said that he got the report and I needed to bring my license, insurance, registration, and my letter from *** about an extended warranty on the coolant system. I was told that it would take anywhere from 4-6 weeks and that *** covers rental cars I just needed to call them I called and got a *** **** #********, and a RO# ****** and was approved for $47 a day. 3 weeks went by and I got a call from *****. He said my car was ready, I was shocked it was early and he sounded very positive. I showed up (with my mom and kid - 30 minutes away from my house) and he still had not completed the paperwork and asked me to give him a few minutesHe then calls me back up to the desk and states that he has no idea what was done to my car other than the small recalls listedHe then came back and said that the engine tech looked at it and couldnt find any thing wrong I was shocked. I had a video telling me there was a problem (plus the 3rd party oil change tech as well) I told ***** that this was ridiculous and I had a $1000 rental car payment that wouldn't be covered He told me he would talk to his manager and call me back on Tuesday. ****** said it was my word against ***** (who was out because he had a heart attack but dont worry he only needed a stent and would be back next week) That I didnt understand that it wasnt an 'approved' warranty repair until I got notified of it I was told they were keeping my car for 4-6 weeks while waiting on engine parts so I thought it was already approve He told me ****** would never have said that cause he 'trained him himself' and that he would investigate it and to not call him back

  Business Response

  Date: 07/09/2025

  Our service manager has contacted the customer directly, and it is our understanding that we have reached a positive resolution together. We request that the customer advise if there is anything else we can do to assist. 

  Customer Answer

  Date: 07/09/2025

  [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:06/26/2025

  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.

  ************ ************************* June 16, 2025 #1 Cochran *********************************** ************************************************** Subject: Formal Complaint Regarding Damage and Negligence to My Vehicle 2021 ******* Elantra (VIN: *****************)To Whom It May Concern,I am writing to formally lodge a serious complaint regarding the condition of my vehicle following its service at your location. I dropped off my 2021 ******* Elantra (VIN: *****************) on June 10, 2025, for an anti-theft reset and key fob configuration. Upon picking up my vehicle on June 16, 2025, I discovered significant and unacceptable issues that were not present prior to the drop-off.The issues discovered include the following:- A missing right front tire lug nut - Fuse box under the steering wheel left open with wires hanging - New dents on the front right of the hood - Disconnected wires under the hood - Gear shift cover popped out and damaged - Completely dead battery, requiring a jump to start Not only is this level of negligence completely unprofessional, but it has also left me with a vehicle in unsafe and inoperable condition. These damages clearly occurred while the vehicle was in your care and must be accounted for immediately.This letter serves as formal notice of my intent to pursue this matter further. I am filing a police report to document the damage and timeline, and I expect the following from your service department without delay:- A complete and detailed diagnosis of the vehicle - A thorough investigation into how this damage occurred - Full repair and restoration of my vehicle to its original condition at no cost to me If this matter is not resolved promptly and professionally, I will not hesitate to pursue legal action to recover damages for negligence and breach of trust. I am deeply disappointed in the lack of care shown by your team and will also be filing complaints with ******* Corporate and relevant consumer protection agencies.

  Business Response

  Date: 07/07/2025

  After extended difficulties in working with this customer, we requested that the customer please remove the vehicle from our premesis. We did leave the shifter boot off and the fuse panel open, both of those can be resecured in a matter of seconds by anyone.  The lug nut has been missing for quite some time, evident by the amount of rust on the wheel stud. The dents did not occur here, and the battery was dead when it arrived. At this time, the vehicle is no longer under our supervision.

  Customer Answer

  Date: 07/08/2025

  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 got my car from another dealer ship before I got it back and my battery wasnt dead secondly yall still have yet to contact me directly and my vehicle was not in that condition. ******************* confirmed my car was in good condition until you guys touch it and why would yall leave my car in that condition . Secondly yall called me and told me it. Was my tracking system that turned off my car . I sent my car for antitheft and key throb and yall tore my car up I want it fixed asap Ive been without a vehicle for weeks and yall caused further damages to my vehicle without delay and I want camera footage of my car being worked on to prove that my vehicle wasnt vandalized. To me it seems like retaliation because I told your company that I have an app that shows me when they touch my vehicle as shown in the attached screenshot that your company put the key in the ignition for days and more than once and when my battery completely died but besides that you are not allowed to leave someones car in worse con Then before. And if I were so much of a problem why wasnt I let known anything by the police about a report filed . I only became a problem when your supervisor gave me the run around for 6 days no progress and attitude because I was calling in for updates.

   

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

  Customer Answer

  Date: 07/14/2025

  This is the other person who had my vehicle before they had my vehicle and he clearly stated that it was in normal condition. There was no problems with it and the car still cut on so my question is how did they get my car and then Im watching them run my battery dead on my app that comes with my car then when I called them, theyre telling me oh were gonna look at it tomorrow were gonna look at it tomorrow for five days Just to tell me I need to contact Low **** because they might have cut my car off and Im like I dont have Low **** like that for them to cut my vehicle off. I contacted Low ****. They said we dont have the ability to turn your vehicle off. This is on the six day after Ive called them for five days and they kept giving me the runaround then after they had me call Low **** they turned around and called me and said yeah the problem is your batterys dead and I said no yall ran my battery dead And they said no we did not run your battery dead it was already dead when it got here meanwhile I have a app that tells me for the last six days that theyve been touching my car putting a key in ignition. They dropped it from 8.3 to 5.3
  Then they try to extra charge me $430 for a new battery +185 for the diagnose not to mention after I said no Im OK Ill just get my car back. He said cool. You wont have to pay for the diagnose and will make sure that your car is put back the way it was and then you could come and have somebody come get it. I had the Tow Truck ???? come get it And the tow truck driver got out the car and said hey ***** did your car look like this when you got it sent there and I went in my car and they tore my car up. I had a dent on my hood and everything like I said they retaliated. 
  On Sat, Jul 12, 2025 at 9:09 AM **** ***** <**********************************> wrote:
  Not to mention, Im still making payments on this vehicle. This is a leased vehicle. Ive been making payments every two weeks and I cannot even use my car like Im very upset. My car was not like this at all now Im just sitting here with no vehicle trying to get jobs to try to pay for something. I didnt even do damage to all they had to do was diagnose my vehicle and they just sat there and ripped it apart And ran my battery did 
  Not to mention, they vandalize my car because they didnt like how I said I wasnt going to pay them $430 for the new battery in my battery was ran dead by like I said they retaliated and like I said there was another dealership I got my car from
  
  On Sat, Jul 12, 2025 at 9:06 AM **** ***** <**********************************> wrote:
  That dealership has had me vehicle-less for the last 3 going on 4 weeks they ran my battery dead then tried to charge me 430 for a new battery and 185 for a diagnosis when Iiterally needed them to deactivate my anti theft mode that was it . They had my car for 6 days . And then sent it back in worse condition. When I sent my car to the dealership originally it still cut on the light still cut on and everything you could put the key in the ignition and It will light up now my car is completely dead. It doesnt turn on nothing.
  
  On Sat, Jul 12, 2025 at 9:02 AM **** ***** <**********************************> wrote:
  

  
  

  Business Response

  Date: 07/17/2025

  To reiterate this situation.  Customer had the vehicle originally towed to our *********** ******* location with no prior appointment. When told it would be a few days and up to a week to look at the vehicle the customer had it towed to our ******************* location - again without a prior commitment on our part. Vehicle arrived from tow company and was put in our back parking lot. We had a technician go out to the lot to examine the situation where we had to remove a cover on the shift column to get the vehicle out of park to move it due to the battery being dead.  There would be no reason we would want to have to disengage the shift column if the vehicle was able to start.  We explained to the customer that the battery is dead and before we can do any work and diagnostics on the vehicle we must have a good battery to be able to operate the vehicle. The customer refused to replace the battery and had the vehicle towed back out. The only people that moved this vehicle were at least two tow companies so any damage on the vehicle the customer needs to go after the towing businesses.  Regarding the lug nut - we had no reason to be around the wheel of this vehicle as we were trying to get the vehicle to even start.  Also, the stud on the wheel was severely rusted meaning that a lug nut has not been on that tire for some time. 

    We are not accepting any responsibility for this vehicle based on the simple facts stated above.  If the customer felt the battery was good based on a lowjack reading then he should have been able to use jumper cables to start the vehicle and not having it towed multiple times.  As for damage that he claims - as shared - the vehicle was in the possession of multiple towing companies more than a Cochran store was around the vehicle.

  Customer Answer

  Date: 07/17/2025

  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.]

  Not to mention my car needed towed because I have an immobilizer on my car When the antitheft goes off and its activated, I asked for yall to check my car for the antitheft and the key throb. Why did yall go and rip anything out when the tow company did didnt have to do that he put my car in neutral and put it on the truck and dropped it off without a problem. I was standing right next to him not to mention when you put the it lights up all the lights were working. There was no low battery on my car. The only low battery that I was getting with on the app. My car never popped up a battery sign of course Im not paying when I gave you my car and it was on now youre telling me its nothing missing. I had an appointment was supposed to havent seen that day and yall made me wait. Six days without even contacting me. I had to keep calling yall

  
  On Thu, Jul 17, 2025 at 11:54?AM **** ***** <**********************************> wrote:
  
  
  On Thu, Jul 17, 2025 at 11:51?AM **** ***** <**********************************> wrote:

  
  When I sent my car out, my lights were on and my car alarm was going off now. My car is just sitting here no battery powered out at all. It has no battery juice so how did my car go from being an antitheft mode alarm going off, Im able to turn the car on to it being completely nothing Everything unhooked yall touch my car but then told me that yall never did. Why would you tell me that you never got to diagnose my vehicle and you never got to do nothing to it then I get my car back Yall told me that yall never touched my car at all and I had to wait six days for yall to touch my car then yall contacted me and told me Low **** was deactivated my car and made me contact Low **** the same app that are saying yall cant go off of for my battery, but yall went off of it to try to diagnose that my vehicle was turned off by them Stop playing with me. Ive been calling yall since the day I dropped my car off and I had an appointment and yall were ignoring me and telling me that I would have to wait till Thursday wait till Friday and I was told that I had an appointment. I got the voicemail and everything that was the whole point of me getting it transferred from *********** to *********** because if that was the case, I wouldve left my car at *********** and it probably would not be in the condition its in Completely Out of pocket Ive been without a vehicle because yall cause damage to my vehicle. Yall ran my vehicle battery dead yall did that not me my car was still lighting up and still working until yall touch it so fix it.

  I did have an appointment with them. That was the whole point of me getting my car transferred from *********** to ***********. I received a call saying that I had an appointment scheduled with them. Thats why I switched my vehicle from my lot at *********** to them they are lying and theyre not trying to fix the damage like I said I want proof that yall did not do none of that to my car. Yall should have cameras. I want to see it yall are trying to blame the ***************** When yall already said that yall were the ones that did that secondly, I dont even feel like yall are looking at the proof that I am showing yall that yall ran my battery did. No, Im not paying $430 for a battery and when I can get one from the store for $230 yall were supposed to diagnose it and yes I did have an appointment. I scheduled an appointment before I even took it to the ******************* lot. Take accountability because yall tore my car up like I said my car still lit up you could turn it on and the lights will cut on now my car is completely dead. Thats not how I got my car given to yall. My alarm was going off. My dad was not dead. You can still turn my car over. Yall know what I did to my car. Yall need to fix it. I did not give it to yall with a dead battery yall ran it dead going in and out of my vehicle and secondly, I did have an appointment with yall. Take accountability. Yall are grown. You do something you have to start taking accountability for what you did yall damage my vehicle and Ive been without a car for the last four weeks because yall dont wanna take accountability for what yall did to my car. I mean, we could take it to the next step and I can sue yall because yall have no proof that any of those damages were not done by your dealership. I asked you for a video proof and youre still giving me an explanation. Show me the proof that yall did not do the damage I want to see a video of yall working on my car of yall not putting the key in the ignition and running my battery dead of yall not putting debts in my hood of yall not ripping stuff out my car. Please stop lying and fix my car period there is no explanation for the unprofessional and disrespect I received while my car was at your dealership. Take accountability for your actions.

  Regards,

  **** *****

• Initial Complaint

  Date:06/14/2025

  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 signed a contract at Cochran ******* to lease a vehicle (2025 ******* Venue) for 36 months on Wednesday June 11, 2025. During contract negotiations, it was suggested that I pay off the remaining 2 months left on my current vehicle lease (a ***** Trax), which i did. I was told as well that the contract states that a client has 3 days in which the contract can be made *********** if the client changes their mind. For several reasons, I decided on Friday June *******, that i wished to cancel this new contract. When I asked for my ***** Trax back, I was told that my original vehicle, the ***** Trax, was "grounded" and it was no longer at the dealership and that I would have to find another means of transportation which the dealership was not going to provide, even though I had paid the last 2 remaining months left on that Trax lease. I feel the dealership should NOT have "grounded" it until AFTER the 3 day grace ******* I should have been able to get my car back. I felt " strong-armed" into this ******* agreement even though I was supposedly able to cancel it.

  Business Response

  Date: 06/24/2025

  Our sales management team has actively been in touch with the customer. We have reached a resolution and will be cutting her a check to cover an additional discount we were able to get her with proper documentation. At this time, we understand that the matter has been resolved.

• Initial Complaint

  Date:06/13/2025

  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 a car from the #1 Cochran Dealership at ********************************************************************************** I decided to buy a Certified Pre-Owned, ***, vehicle because Id had some bad luck with used cars and small dealerships. The certified vehicles have been looked over at 152 points and are practically new.Unfortunately, that is not the experience Ive had. The rear passenger window stutters and clicks during operation and leaves behind a rubber streak. It was not disclosed when Id bought the car, while minor scratches were. If something this obvious was missed, the car was clearly not inspected at all.#1 Cochran is able to inflate the price when they add the *** label. In the case of my transaction, I feel this was tantamount to fraud. I recently got the window serviced, and it didn't improve. They billed it through the cars coverage, which I pay for, and Cochran covered the deduction. The **************** covering the deduction seemed like an admission of guilt on their part.I think #1 Cochran should reimburse me for the *** upcharge, either through the finance company or myself.

  Business Response

  Date: 06/24/2025

  At this time, the window has been fixed and is working properly. The customer has advised our service team that the concerns have been resolved. We have provided the customer with direct contact information for our service manager should anything else be needed.

  Customer Answer

  Date: 06/24/2025

  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 spoke with the Service Manager, told him that it isn't fixed, but I'm not in a rush about it. This business continues its lies. This does not resolve the complaint of fraud at purchase. I overpaid for a car that was fraudulently listed as thoroughly inspected. 
  
  Regards,
  
  ******* ********

  Business Response

  Date: 07/07/2025

  We were able to cover the customer's deductible and get the rest covered under warranty, so everything is repaired and has been covered. Our service manager reached out to the customer via email to discuss further concerns.

• Initial Complaint

  Date:06/10/2025

  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.

  Business Name: #1 Cochran ***** *********** Location: ************************************************** I am filing this complaint due to the dealerships failure to release $1,000 that is owed to me from a ************* claim handled through *********I purchased a vehicle from this dealership and, as part of the financing, included a ************* policy through ********. After my vehicle was totaled, I submitted a GAP claim, which was approved. ******** informed me that they issued a payment of $1,000 to the dealership, which was intended to be passed on to me as the refund.Since then, I have made multiple attempts to contact the dealership to inquire about the status of my payment. I have called numerous times, left voicemails, sent multiple text messages to my sales lady, and sent follow-up emails all of which have gone unanswered or have led to vague and inconsistent responses. At no point has any representative provided a clear timeline or explanation regarding the whereabouts of my ******** has now been since January 2025 over 6 months since the claim was paid out, and I have yet to receive the money that is rightfully mine.I am requesting that the dealership immediately release the $1,000 that was sent to them by ******** as part of my ************* refund. Additionally, I would appreciate a written confirmation of when and how the funds will be delivered to me.

  Customer Answer

  Date: 06/11/2025

  ******* ******* <************************************************>
  Attachments
  Jun 10, 2025, 9:15 PM (11 hours ago)
  to me
  
  Hello, 
  I have attached text messages between me and my sales lady of me reaching out to her mutiple times for an update. I also have attached of both the calls I have made to the accounting lady I was  told to call. Lastly, I have also attached the letter from the gap coverage of when they paid off my loan and closed the account and with that is also the agreement with my gap coverage about the ***** that I was owed since I did NOT use the money for a down payment. Oh and, I did have an email to accounting that was also never responded to. 
  
  Thanks you! 

  Business Response

  Date: 07/07/2025

  We continue to actively work with ********* to gain approval. We request that the customer advise when a check is received. 

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service 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 am submitting this complaint due to an extremely frustrating experience with #1 Cochran Automotive, specifically the *********** location. This experience involved repeated misrepresentation of a vehicles availability, unprofessional and disrespectful conduct by staff, and what appear to be deceptive or bait-and-switch sales tactics.Early May 2025 My husband and I test drove a truck at ***********. The salesperson called us by the wrong names, and the sales manager made inappropriate remarks about another dealer. He asked about our trade-in, then asked my husband the same question in front of medismissive and disrespectful.May 19 We requested the truck be transferred to the ********* location as its closer to us. We were then told someone else was waiting for pre approval to purchase.May 22 I was told the vehicle was sold. That same day, my mother-in-law saw it still on the lot and scheduled a test drive for the next day.May 24 I was told the other buyer was denied financing and the truck would be transferred to mebut then told it couldnt be sold due to a missing title. I was asked to get pre-approved and we did. May 27 I was asked to come in for a trade appraisal and paperwork. Later, I was told the truck was sold at Monroevilledespite claims it was being transferred to me.Concerns:Misrepresentation and false communication regarding vehicle availability Bait-and-switch tacticstelling me it was sold while it remained on the lot and available Unprofessional and dismissive treatment Potential violations of Pennsylvanias Unfair Trade Practices and Consumer Protection Law Resolution Sought:I am requesting that the BBB investigate this matter and hold #1 Cochran accountable for their poor business practices, lack of transparency, and potentially deceptive conduct.

  Business Response

  Date: 06/04/2025

  We appreciate the customer reaching out and apologize for the frustrating experience. It seems that there were a series of unfortunate circumstances which caused some miscommunication between stores. We did have multiple customers looking at the vehicle, as well as requests to transfer to different locations. Ultimately we faced difficulty with the title as well, which caused further delay and breakdown of another deal. Again we apologize for any miscommunication, and want to be clear that it is always our goal to provide a fair and transparent sales process. All levels of leadership were engaged in this situation, and actively worked on a solution. It is our understanding that the customer was ultimately able to locate a vehicle elsewhere.