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

  4515 William Penn Hwy Monroeville, PA 15146-2813

  
• 

  #1 Cochran Automotive

  2770 W Liberty Ave Pittsburgh, PA 15216-3410

  
• 

  #1 Cochran Automotive

  110 Route 908 Natrona Hts, PA 15065-2810

  
• 

  #1 Cochran Automotive

  11750 Rt 19 Wexford, PA 15090

  

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:11/26/2025

  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.

  On 05/24/2025 I purchased a brand new 2025 REMOVEDFrontier at #1 Cochran. After I got the truck home, I noticed several small dents in the hood (no marks in the paint) I didn't notice this when I got in the truck to drive it home. (they took the vehicle to wash it while I started the paperwork) I was understandably excited about buying a new truck, when it was ready I got in and drove away. My brother (who came with me) and I stopped at a parking lot and took a picture to send to my sister to show her my new truck. This is relevant because this picture shows the dents in the hood. At the time, I still didn't know of the damage. The next day, I washed and waxed the truck and saw the dents. I thought, no big deal, the dealership seemed nice, this shouldn't be a problem. I contacted them at least a dozen times through phone calls, email (with the pictures of the damage) and even drove back there ( I live nearly an hour away). Nothing. My salesman quit so I contacted the manager and several salesmen. No one will even return my calls at this point. I was told they have a guy who comes to different dealerships and fixes dents. That is the only information that was given to me. I bought this truck cash. It is clear they do not care about the customer after the sale. My feelings are not hurt. These dents have reduced the value of the vehicle. I take immaculate care of my vehicles and this is not acceptable right off the lot. the truck has only 2600 miles on it as I write this. I just want it fixed.

  Business Response

  Date: 12/09/2025

  We appreciate the customer bringing this to our attention, and apologize for the lapse in communication. We have had our management team reach out to the customer and coordinate a time to pick up his car and make the necessary repairs. At this time, we believe we have reached a positive resolution.

  Customer Answer

  Date: 12/13/2025

  [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 REMOVED, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:11/24/2025

  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 truck from #1 Cochran that had an active light issue. Trying to get ahold of them to fix this problem turned into a nightmare. After taking it to REMOVEDof REMOVEDto get it fixed the same issue accrued to the truck not even a week later. I went back to #1 Cochran and they told me to go to there dodge dealer and it would be fixed under warranty. After doing that I received a call from their dodge dealer saying I owed $1700 for the repairs. So I called #1 Cochran back that Friday. The sales REMOVEDwas out. I called Saturday and he was busy. Now I called today the 24th and they are telling me to try and go after REMOVED. REMOVEDtold me to contact the BBB. So now at 20 here I am. They really dont wanna help me fix the problem the truck has had from the beginning.

  Business Response

  Date: 11/25/2025

  At #1 Cochran, we are committed to addressing issues promptly and ensuring our customers have a positive ownership experience. We would like to clarify the timeline of events and our understanding of the situation.
  The customer purchased the truck from #1 REMOVEDand did not report any concerns to us until approximately two months after the purchase. When the issue was first brought to our attention, the customer had already taken the vehicle to REMOVEDAutomotive for diagnosis and repair. REMOVEDcharged the customer approximately $1,700 for that repair.
  According to the customer, the same issue reoccurred after REMOVEDcompleted their repair. Because #1 Cochran did not have the opportunity to diagnose or perform the original repair, we are unable to speak to the work that was completed by REMOVEDor why the issue returned. In situations where a customer pays another service facility for repairs that do not resolve the problem, it is standard practice that the original repair facility be responsible for addressing the concern.
  We would also like to clarify that, to our knowledge, no representative of #1 Cochran advised the customer that the repair performed by REMOVEDwould be covered under warranty. When the customer contacted us following the recurrence of the issue, our team attempted to explain that any remedy related to the paid repair should be pursued directly with REMOVED, as they performed and charged for the service.
  #1 Cochran remains willing to assist within the scope of our ability. If the customer would like us to inspect the truck and provide our own diagnosis moving forward, we welcome the opportunity to do so. However, we must respectfully note that we cannot assume responsibility for repairs performed at an unaffiliated dealership.

  Customer Answer

  Date: 11/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 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,
  
  REMOVED

• Initial Complaint

  Date:11/05/2025

  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.

  Deceptive Practices:I went here to get my car inspected since I was told I receive free inspections for life because I bought my car from them. My car didnt pass, which I understood, but I was surprised to learn they wanted to charge me $47.95 for a reinspection after I had the repairs done elsewhere even though I was originally told I wouldnt have to pay that.They did end up honoring the free reinspection and replaced a blown light bulb at no charge, which I appreciated. However, the issue is that they dont clearly explain that the free inspection only applies if you have them do the repair work. If you choose to take your car somewhere else, theyll try to charge you for the reinspection.They quoted me over $700 for repairs that another shop completed for $381, and even wanted $20 to replace a corner light that another place charged only $5 for. On top of that, they overbook appointments I waited over 2 hours for the initial inspection and more than an hour for the reinspection.

  Business Response

  Date: 11/11/2025

  We appreciate the customer's concern and apologize for any miscommunication. Our manager has reached out to the customer via phone and explained the charges incurred, as well as apologized for any lack of clarity. It is our understanding that we have reached resolution.

  Customer Answer

  Date: 11/11/2025

  [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 REMOVED, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:10/24/2025

  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 own a 2015 REMOVEDwith 69k miles which is about half of the average mileage for a vehicle of this age. The engine seized and I had it inspected by a local mechanic who said tech was able to see that output shaft was locked up in the engine. This is a known common defect in these engines and REMOVEDhas extended the warranty to cover replacement. I had it towed to a REMOVEDdealership but REMOVEDCorporate is refusing to cover it as I have incomplete maintenance records and they allege poor maintenance caused the problem. They provided me with a photograph of the valve train alleging it showed sludge from lack of maintenance and this was the cause of failure but: (1) I had the image reviewed by two mechanics who confirmed the engine had a normal appearance; (2) I have receipts showing oil changes every 6k except for one missing receipt. Although I do have a missing receipt, I at least have a credit card statement showing I visited my usual mechanic at the same time of year as all the other oil changes; (3) if I had not changed the oil for REMOVEDmiles as is alleged, as the engine burns about a quart every 1500 miles, it would have been totally out of oil for thousands of miles which seems impossible; and (4) a service technician at another dealership confirmed they had seen a large number of engines like mine fail.I sought redress from their corporate escalation team but they are denying the warranty work. REMOVEDcorporate's denial prevents the dealership from being able to help me. I wish to stress that the local individual service technicians have been very businesslike and professional towards me. But I think it is reasonable to see that it was maintained properly, and that the cause is a common manufacturing fault, not their claimed reason for failure. If possible can you help me with my case please?

  Customer Answer

  Date: 10/27/2025

  
  REMOVED<REMOVED>
  Attachments
  Sat, Oct 25, 3:32 PM (2 days ago)
  to me
  
  Thank you for considering my case.
  
  This is about an engine failure of the output shaft in my REMOVEDwhich REMOVEDis refusing to cover under its extended warranty scheme due to alleged lack of maintenance.
  
  It may be helpful for you to see a letter that I sent to REMOVED. They allege the cause of engine failure was a lack of maintenance because I have one missing oil change receipt, but my letter shows a very clear and consistent pattern of oil changes.
  
  They asked me to remove my vehicle from their lot, so I had it towed back to my house today. This is the third tow I have had to pay for. Inside the glove compartment was this inspection sheet from Mr. REMOVEDIt must have been completed during a state inspection. I note that the box for oil level is checked in green and that the mileage is recorded as REMOVED.
  
  If there had been no oil change between roughly REMOVEDmiles and REMOVEDmiles as they allege, then it seems impossible that the oil level could be that good at REMOVED.
  
  I am also attaching a log of oil changes. I started doing my own work on the car after November 2003 and had been monitoring the levels carefully because a REMOVEDtech at another dealership told me to keep an eye on the engine due to a large number of known faults. My log records the rate at which the car was burning oil. At the rate it was burning oil, without an oil change (as REMOVEDalleges), the car would have been out of oil at REMOVEDnot good. The dipstick would have shown it was low and the oil light would have been on.
  
  I can produce a copy of my amazon order for ramps, oil, filter, and wrench to show that we did our own oil. I can also produce photographs of me teaching my son how to do it if they dont believe us.
  
  Thanks
  
  REMOVED

  Business Response

  Date: 10/27/2025

  We appreciate the customer's thorough and thoughtful case. Our service team is aware of the issue and has been working with the customer and REMOVEDcorporate. Unfortunately, our hands are tied, as the decision rests solely with REMOVED. We are not able to make the decision on approval. We recommend that the customer file a REMOVEDcase with REMOVEDcorporate. 

  Customer Answer

  Date: 10/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Although I appreciate the dealership's words, part of the problem is that I am caught between the local dealership and the REMOVEDas each tries to pass the issue on to the other. 

  The dealership says that unless the corporate office authorizes the repair, they cannot undertake the work (which is a fair point), but the corporate office says unless the dealership provides evidence of regular oil changes, they will not authorize the work. 

  My same points all apply:

  I have a near complete log of all oil changes and as for the one missing receipt I have:

  1. a cc statement showing a visit to a mechanic in the middle of the alleged interval

  2. a state inspection record showing a "good" oil level in the middle of the alleged interval

  3. an alleged interval of REMOVEDmiles that is so long, the car would have run out of oil at the rate it was burning oil (the oil pressure light would have been on, the dipstick would have been below low, and the engine would have likely seized right then)

  4. a review of the photograph of the valve train from another mechanic stating that the appearance was normal and not badly covered in sludge as alleged

  I will contact the corporate office via BBB in an attempt to join all parties into one chain of correspondence. 

   
  Regards,
  
  REMOVED

• Initial Complaint

  Date:10/23/2025

  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.

  ied to brake. Also, my guest sometimes cannot get into my passenger side without me opening it from the inside. I come in and I knew it was going to be an issue when I was already being charged for a diagnostic when I just bought the car. I get a call they cant find the issue with my door but its 1700 due to severe rust on my brakes. Then an extra 90 dollars for tire rotation (again works from home) I only had this car for two months and just went back to work due to working from home. How is my brakes severely rusted?! I call REMOVEDmy sales person (who made the buying process easy and painless) and he goes and talks to REMOVEDwho then tells me they will pay for the labor but I now owe 1300 on just the front brakes and I need tires rotated?!? I JUST GOT THIS CAR AUGUST!!! Knowing I never fixed brakes on my last 2012 Q5 I had for five years I knew this was ridiculous!

  Business Response

  Date: 10/27/2025

  This customer purchased her vehicle at the end of July, and at that time, the brakes and rotors were all nearly new. When she brought the vehicle to us last week, we found the back sides of both front brake rotors to have hot spots and brake pad material in the rotors. This is usually indicative of high-speed braking and overheating the brakes, which can cause vibration. The brakes and rotors were not in this condition at the time of sale. Though we are not at fault, as a goodwill gesture, we offered to cover the cost of labor for the customer if she would cover the cost of parts. She declined this resolution and left.

  Customer Answer

  Date: 10/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 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,
  
  REMOVED

• Initial Complaint

  Date:10/09/2025

  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.

  Hi! My car has been with REMOVEDof Cochran in REMOVEDsince August 21, 2025. I had called before I had it towed there and had talked to an Ashlynn about how the dash was lighting up and then it wouldnt go into gear and how Ive been having the same issue since I bought it brand new and had issues a few weeks after with the dash lighting up but REMOVEDwould always say there wasnt anything they could do about it once it cleared off the dash. There has been many times I had to wait for the car to start without the dash lit up so I could go somewhere. Last Summer it got so bad that I couldnt get it to go into gear for a half hour at a time. It was taken to REMOVEDin REMOVEDWV. They had given me a loaner car. They said the issues were fixed. Since then it has still lit up on and off I and they said there wasnt nothing that could be done if it cleared off the dash. Well it started acting up around June and wouldnt go into gear at all. I had been sick with Covid so I couldnt get it to the shop till August. I called REMOVEDin REMOVEDand they said that they didnt do loaner cars. Called Cochran and Ashlynn told me if it was an issue with the car that that they would give me a loaner car which takes about two days. My car has been there since August REMOVED. Took me almost four weeks to finally get a call yesterday and they dont know whats wrong with it still. Theres 35 lights lit up when they test it. I asked for a loaner car again and they said that theyd try but they dont get that many in at a time. I said Im stuck without a car, have had to cancel Dr REMOVEDget rides, pay for rides and stuck without a car. A REMOVEDtold me he would try but wasnt sure bc everyone needs a loaner car. I might not have my car for another month or longer, they dont have any idea what is wrong. I need to get stuff done, work and be able to go to my Dr REMOVEDbc Im having major health issues. This isnt helping out with them at all bc I have to keep canceling some of them. Thank yo

  Business Response

  Date: 10/10/2025

  As the customer has stated, this vehicle was at a REMOVEDdealer in REMOVEDvery recently before being brought to REMOVED. According to REMOVEDhistory, the store in REMOVEDhad a very long diagnosis conversation with REMOVEDabout wiring issues. The history at that store ended abruptly without any given resolution by that REMOVEDstore as to its fix.

  
  There are 35+ codes in the system and have all been related to some type of deep wiring issue, which are the hardest thing to solve. We have been actively working and investigating this car the whole time we have had it, including creating our own new Techline case. REMOVEDadvised us to start doing pretty much the same thing the REMOVEDstore did.

  
  The original advisor on this case is no longer with our team. We reached out to him, and he stated he had communication with the customer early on, advising that we would likely have  more involved time due to another shop already repairing and trying to diagnose the same thing we have taken over now. Loaners are tough to provide, and we did not have any available. Instead, we offered alternative transportation such as working with REMOVED. The customer declined this option.

  
  At this time, we have escalated the vehicle to our Shop REMOVED. It is our hope that we will have some sort of concrete direction with the vehicle by end of business today, and will advise the customer when we know more.

• Initial Complaint

  Date:09/29/2025

  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 took my car in for an estimate on damage to the rear damage. They estimated $1900 to repair. I dropped it off at REMOVED, they transferred it to REMOVED& get the repairs done. I checked up on the status and they say the cost was to be $5,600 but couldn't tell me why. After several days & multiple calls, they said the car was a total loss. They only have 2 hours to assess the vehicle and were not making any money on the vehicle and needed to get it off their lot. They towed it back to REMOVED. When I arrived to pick up the car, I found that the splash guards to both rear wheel REMOVEDhad the corners ripped off and the fasteners were missing. I told the REMOVEDsaid i had to contact REMOVED. I found that the bumper was not secured at a with any fasteners, the taillights wiring harness was not attached at all and the interior trunk liner was ripped, and several fasteners were missing or broken. I contacted the REMOVEDlocation and they said they werent going to replace any parts because it wasn't their problem, werent making any money on the job & didn't matter if they broke anything. I asked for the supervisor contact. After talking with REMOVED, the Regional Manager, he said he would work on seeing if he could replace the parts. After a month, I was finally able to get the splash REMOVEDand those fasteners, but when asked about the trunk liner, this was the response.Cochran Regional Manager of Body by Cochran response was: That part is not longer listed as available from the manufacturer. And regardless it is still in the vehicle, so replacement will not be needed.I found the part on REMOVEDalong with another website for $390-420. His response:In all fairness, there is nothing wrong with the liner as far as functionality goes. Regardless, there is no proof that we caused the damage. We replaced the parts that were owed to you and we will not be paying to replace that part, or paying for the price of that part.

  Business Response

  Date: 10/06/2025

  We have submitted for the customer to receive a refund via check in the mail. Please allow 2-3 weeks for internal processing and shipping.

  Customer Answer

  Date: 10/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. Please have instruct them to send the check in the amount of $475.00 to:

  REMOVED

  REMOVED

  REMOVED,  Pa, 15147
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:09/02/2025

  Type:Product 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.

  My husband and I were going to purchase a REMOVEDHighlander. We did a deposit for $500.00 and did not sign a contract. The car arrived and it was not what was expected. It was a bait and switch. We declined the car and wanted the deposit back. We were advised you cannot change your mind which is incorrect. We have gone back and forth to get the money back and it still has not occurred. We were then advised the car has to be sold as the salesman could have sold this car numerous times to others. The car is no longer on the lot. We were advised by the manager we would get a check in the mail for the $500 which has still not arrived. We called today and left a voicemail to get a call back

  Business Response

  Date: 09/17/2025

  The check request for the reimbursement was submitted and processing expedited. We expect the matter to be resolved. 

  Customer Answer

  Date: 09/17/2025

  [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 REMOVED, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:08/25/2025

  Type:Product 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.

  Purchased a 2022 REMOVEDfor REMOVEDpaid by check REMOVED. Was told that I would be sent a refund of REMOVED. I have called 4 times and left messages, never got a return call. Car was purchased on 7/11/2025. I was traveling 3 hours to purchase this car the only way they said that they would guarantee that they would not sell the car before I got there was by getting a bank check in the amount of REMOVEDand sent then a picture. I will not be doing that again! Just want the money owed to me.

  Business Response

  Date: 08/26/2025

  We apologize for the oversight.  Our Sales Manager - REMOVED- will be submitting a check request and sending to the customer this week.

• Initial Complaint

  Date:08/14/2025

  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 purchased a new Honda Pilot on 6/28/25 from #1 Cochran. I agreed to the purchase price of the vehicle and the extended warranty. I decided a few weeks later that it just wasn't what I wanted, so I traded it in on another vehicle on 7/28/25 at another dealership. Upon doing my paperwork the finance manager advised me I could get a full refund on the extended warranty and perhaps the appearance and windshield protection that totaled $1799. I NEVER purchased those products but there they were on my purchase agreement! When I purchased the REMOVEDit was late in the evening and they rushed me through the paperwork. The finance manager went over no products with me and the vehicle was in the same spot it was in when I arrived. I was never offered a test drive nor did they show me any of the features. When I called to get the refunds they agreed to refund the extended warranty but not the other two packages. They said that product was applied to my vehicle and it could not be refunded. They NEVER put anything on my vehicle! It never moved. When I challenged them on this they claimed I agreed to the coverages with my salesman prior to arriving and the product was applied before I arrived. That is a complete lie! I would never agree to $1800 of stuff without reviewing it first. They took advantage of me as this was my first solo car purchase since my husband past away. I'm requesting a full refund for the appearance and windshield protection packages.If I agreed to these products why weren't the benefits explained by the finance manager. I also asked them for a recording of the phone call but they said they couldn't because the salesmen called me from his cell phone. I was curious if they record the conversations in the finance office and if they have any video of products being applied to the vehicle as I'm sure they have cameras.

  Business Response

  Date: 08/20/2025

  We appreciate the opportunity to respond to this concern regarding the purchase of a Honda Pilot on June 28, 2025. At #1 Cochran, transparency and customer satisfaction are very important to us, and we take every complaint seriously.
  
  Background of the Transaction
  - The customer purchased the vehicle on June 28, 2025.
  - Prior to arrival, the salesperson discussed the REMOVED(Total Protection Package, which includes appearance and windshield protection) with the customer by phone. Because the customer was traveling from REMOVEDand arriving close to closing time, the salesperson verified her desire to include this package in advance.
  - Upon arrival, the customer signed the REMOVEDform acknowledging the coverage, followed by a full product menu review with our Finance Manager, REMOVED.
  - The menu presentation began at 4:53 PM and concluded at 5:15 PM, with the customer engaged in a REMOVEDreview of the available products before signing the final acceptance.
  - The customer elected to purchase both the REMOVEDContract and the REMOVEDpackage and signed the corresponding contracts.
  
  Subsequent Actions
  - When the customer later requested cancellation of the REMOVEDContract, we processed the refund immediately.
  - The REMOVEDproduct, however, is non-cancellable once applied. The customer was informed of this during follow-up conversations with both the Finance Manager and Sales Manager.
  
  Our Position
  We respectfully maintain that this transaction was handled in accordance with all company processes and compliance requirements:
  
  - All products were disclosed through our standard menu presentation.
  - The customer had time to review, ask questions, and consider product selections before signing.
  - All documentation was completed with the customers signature acknowledging purchase.
  
  We understand the customers dissatisfaction given her decision to trade the vehicle shortly after purchase and the advice she may have received from another dealership. However, based on our records and signed agreements, the appearance and windshield protection products were validly purchased and are non-refundable.
  
  Conclusion
  We genuinely regret that the customer feels dissatisfied with her experience, especially under the personal circumstances she shared. While we are unable to honor her request for a refund of $1,799 for the REMOVED, we want to emphasize that the transaction was completed transparently, with the appropriate disclosures, signatures, and procedures followed.

  Customer Answer

  Date: 08/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is a complete lie. I know it's my word against theirs but you would think companies would do the right thing. It's all about money. I challenge them again to produce either voice recording or video evidence. I know it won't be provided though. This BBB is just the beginning of my fight.
  
  Regards,
  
  REMOVED