Complaintsfor#1 Cochran Automotive

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid a total of 857.77 to have a water leak repaired. They did not fix the leak. It is still leaking. They will not return my calls. I have left multiple voice mails with Mark P***** and the head of the repair department, Steve ************* No one is returning my calls. These calls were placed in the past 2 weeks. I have a water leak that is not fixed and I am out 857.77. I would like a refund since they clearly have no intention of completing the repair.

  Business response

  08/06/2024

  We apologize for the difficulty the customer had in reaching us. We now have a new service manager at this location, and he has been made aware. We have reached out to the customer and have scheduled to look at her vehicle on Wednesday. We look forward to reaching a resolution together.

  Customer response

  08/06/2024

  [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

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April I took my 2015 GMC Terrain to the #1 Cochran Buick GMC dealer to have my vehicle checked out for a rattle. I was told that the exhaust, along with a few other items, would need replaced. When I picked up my vehicle I paid the $4,194.54 that the bill came to. A few weeks later, on a work trip, I noticed that a part of my back bumper had melted. Looking at the bumper further I noticed the exhaust was right behind where the bumper was melted. I called #1 Cochran Buick GMC service department and spoke to the service manager. I stopped in a few days later, as scheduled with the service manager, to show them what had happened. I was told by the service manager that they would order a new bumper and replace the damaged one, as well as angle the exhaust down away from the bumper so this wouldn’t happen again and he would call me when the part came in to schedule the bumper installation. Since then I have reached called the service manager twice and left messages. I’ve called the parts department to get an update on the order. They took my name, phone number, and vehicle info and told me they would call back with an update. I never received a call back. I called the service manager again to leave a voicemail. Since I didn’t hear back after a few days I called to talk to the manager over the GM department and left a message. I did not receive a call back.

  Business response

  07/23/2024

  Our service manager has been in touch with the customer. We anticipate that the needed part will arrive Thursday. We will confirm with the customer when it arrives, and will schedule his vehicle at his convenience. The customer will not be charged for this repair. We look forward to reaching a resolution together!

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter purchased her first car at this place. After test driving the car, she decided to buy it. We never turned on the radio. When we got home, we tried to activate satellite on her radio, come to find out, there was no antenna. The car states a working radio. Come to find out from the guy who sold us the car, he stated the manager said that we broke it!!! We DID not break anything! It was never on the car. We immediately called the sales guy back, took it to their mechanic and their mechanic confirmed the radio did not work. The manager then responded to my review stating he will replace the antenna. It’s been almost 2 months and still no antenna! These people sold my daughter a car under false pretenses!! I want her antenna!!! These people are liars!!! I have attached pictures to prove that there was NO antenna on the car when we purchased and the sales slip that states working satellite radio!!!!These pictures were taken the DAY we drive off with the car so to say we broke it, is absolutely ridiculous. Fix my daughter’s antenna.!!! She’s only 19 and this company made her first car buying experience a nightmare!!!

  Business response

  07/22/2024

  We apologize for the delay in acquiring the necessary parts to complete the necessary repairs on this customer's vehicle. We have scheduled for the customer to come in on 7/27 for the repair to be completed.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck into the service dept. for a warrantied exhaust repair. While my truck was in their care, they destroyed 4 mud flaps that are on the truck and ruined the battery. They claim that neither was their fault. Upon picking up my truck, they had to jump start it in order for me to leave. It immediately had an engine light on, which wasn't on when I dropped it off. They reset the light and told me it would be fine. Half way home the light was back on. Upon several non returned phone calls, I physically had to walk into the place in order for them deal with these issues. Again I wasted another day dropping my truck off for them to fix it. Upon picking up my truck again, the engine light was still on and they're claiming that it's not their fault and that I would have to pay out of pocket for it to be fixed. I dropped my truck off in order to get it back in better shape than when I left it. I got it back with more issues than when I dropped it off. I feel they should should fix the issues that they caused! I would appreciate any help I can get with this matter in order to alleviate this problem. Thank you kindly!

  Business response

  07/12/2024

  We appreciate the customer's concerns, and would like to see the vehicle again to reach an acceptable resolution together. We have reached out twice via phone and are awaiting a response to discuss with the customer.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -The company sold me a lemon. Took vehicle in for repairs on the brakes and rotors for the car and they crumbled in their hands. June 2023 -took the car in to dealer because the message came on that it was over heating in the engine. The dealership service department checked and said that everything under the hood connected to the engine is warped out completely. Therefore I need a new engine I have only had the car 2 years and the work that needs done simply cannot happen in that short period of time.

  Business response

  07/09/2024

  The customer's vehicle is currently in our care. Originally, the vehicle experienced a water pump leak. The customer continued to drive the vehicle in that condition, which caused the engine to severely overheat. We now must tear the engine down completely, which will be done this week. We will work with the extended warranty once the engine is disassembled but, in these cases where the customer continued to drive the vehicle and overheat the engine, the extended warranty companies may not cover the repairs. This customer has an EZ Care warranty. EZ Care will send an inspector once the engine is apart to determine what will be covered or not. We will not have any further information until that inspection occurs and the warranty company gives us their decision.

  We are not aware of the brakes crumbling. The customer purchased this vehicle, a 2018 Encore, with 54,600 miles on it, on June 30, 2022. We next saw the vehicle during her state inspection in May 2023, and then again in June 2023. We recommended brakes at both visits, and the customer declined brake repair both times. It is not unusual for a vehicle of that age and mileage to need brakes.

  Customer response

  07/09/2024

  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.
  The business making a false statement that I continued to drive on a water pump leak. I did not have any pump leaks whatsoever  when the car over heated I was driving home from work  the car shut down and would not continue to drive  I had to have it towed because I was stuck on the side of the highway. The car was taken to my home. The only time it was driven was to get it to #1 Cochran. I had battery replaced by the Tow company because we weren’t sure what was happening to the vehicle  it already had oil change, therefore there was no evidence of anything leaking.  
  As far as the brakes and rotors are concerned, the service guy told me the brakes were crumbling in his hands. I refused the service because having that car only 11 months at the time would not reflect that being my cause. The price was outrageous and wanted to charge me over $1,000 for brakes and rotor repair  I took it to a local garage to get a second opinion and their price was much more affordable. I stressed to the company that I could not have possibly worn those brakes and rotors to crumbling  they were completely rusted out. That is what the service guy told me , who was working at the desk to give me the price of vehicle. Cochran knows that they sold me a lemon and they are trying to cover up what they sold me. I am NOT SATISFIED IN ANY MANNER because they are getting away with selling me a bad car. There is no way that everything under the hood to the engine went bad. I will not accept them telling me that I continued to drive on the car and caused these problems  I WILL NOT ACCEPT THAT!

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped off my car for repair 5/13/24. Car is not done. Receive no communication. Called every day since 6/13/24. Ted has told me, my mom, father different stories. I am 21, being discriminated against. Ted told my mom waiting on bumper support clips. Headlight came in between time I called /she did. Apologize for no communication said call on Monday. Never receive calls, lied about call and what parts he is waiting for. Called Nick H***** Manager several times, no return calls. I missed work, beg for rides due to no car and lies told. When I did speak with Ted 6/26 lied about call with my mom who keeps notes on everything. I asked to pick up my car until these “parts” are done but Ted became angry again. Ted became hostile and hung up without further explanation. I fear my vehicle will not be repaired properly and is still not done. I have called every day as of date of this complaint not receiving calls. My car should be repaired by now according to insurance but no one is contacting me. I am in desperate need of my vehicle to live and support myself and feel certain it is being delayed due to my age and circumstance of no recourse.

  Business response

  07/08/2024

  For this particular customer, the delay was due to a backorder on a lamp assembly in order to make this vehicle safe to drive. This part was picked up from our Volkswagen Dealership in Wexford on Friday. The customer was alerted via voicemail on Friday, 7/5/24  that his vehicle was ready for pick up as the customer opted to not wait for a replacement support piece to be delivered and would rather take the vehicle after signing a hold harmless agreement. Customer was again called today. Customer advised he will be in the morning of 7/9/24 to pick up his vehicle. 
  
  Regarding the communication, after speaking with our Estimators, we have been advised that they have updated the customer on a regular basis. However, we did discuss that the rate of communication could have been increased, and they will be held accountable to do this moving forward.
  
  At no point was this vehicle delayed beyond waiting on parts delivery to complete the job. 
  
  The customer is scheduled to pick up his vehicle tomorrow morning. 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2022 Hyundai venue from Monroeville Hyundai Cochran in May 2022. I was unable to use my remote start since I purchased the vehicle or any other functions that require the app. I had spoken to my sales person, Vic, in the June 2022 whom suggested I reach out to Bluelink. Bluelink then told me to follow up with the dealership or service department. The service department then told me that they don’t do anything with the bluelink or navigation system and I would need to continue communicating with bluelink. I also contacted Hyundai Consumer Affairs several times. In the emails bluelink and consumer affairs confirms they also reach out to the dealership. When bluelink told me to do updates to the system, Consumer affairs reached out to the dealership again who stated I would need to pay $70 to have them do the updates for me. In two years I have done at least 8 hard updates to the system (that take about 8 hours each to complete). Finally, on 12/26/23 (yes a year and a half later), bluelink tells me to take my car into the service department. Eventually bluelink told them they would reach out to me with follow up. They never did. In Jan 2024 I was turned down for a buyback because the dealership never made notes or documentation in the first year that there was an issue with the vehicle. They never even notated my accounted during service calls where I brought it up. I was told back in Feb 2024 by Dale that they would get ahold of me when they have a loaner vehicle. I did not heard from him for months In May 2024 I emailed the managers of the dealership and service center. They had me bring my car in the next day and kept it for two weeks. The result, a manufacturing error where the engine control was programmed to the incorrect VIN along with other repairs but have yet to help me with renewing the 3 years I get “free” of the bluelink features even though they were unusable for the first 2. They told me to reach out to bluelink for that, again.

  Business response

  07/12/2024

  This customer is slated to pick up a new Subaru at our Monroeville store. We are giving her what she owes on the car and gave her a $4500 discount on a new Subaru. We are trading her out of the Venue in question. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  when we considered to trade 2023 RAV4 since it's too small. and contact General Manager Brandon R**** at Cochran, North Huntingdon to see if trade it and transfer the extend warranty to another vechile, Brandon said it wont able to transfer however i will get full $2,000 refund. so Cochran Toyota does not have any Highlander SUV at that moment, we looked at another dealer and got the Highlander, and send the information to Cochran Toyota, North Huntingdon, they sent the paperworks. i received the refund $1,749.40 instead of $2,000, i reached Diane R**** since they did not warn me it will reduces. i like full refund back instead of pro rate. Thanks J**** ******

  Business response

  07/01/2024

  We are happy to provide our customers with refunds for the unused amount of their warranty. However, we cannot refund in full when a portion of the warranty was used. 

  Customer response

  07/01/2024

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

   

  Brandon R**** and Lenny A**** stated that i will get the full refund $2,000.    if they warn me it would reduce if i trade, it might change our mind.  Thank you.   they still owe us $250  thank you

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

  Business response

  07/01/2024

  We have attached a signed copy of the customer's warranty contract. Please see page 6, Section J, Article 2, Part b. Per the contract, if a customer cancels their warranty, they will receive a pro rated refund. All customers are entitled to pro rated refunds, but must pay for the portion of the warranty they use.

  Customer response

  07/01/2024

  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.
  
  i only7 recieved first page of easy care,  not rest.   Lenny A**** provided us when we purchased it.      Brandon R**** and Lenny A**** said we get the full refund $2,000.  your employees said it. if they are incorrect then you should honor their word.   it's not our fault.

   

  thanks
  
  Regards,
  
  ***** ******

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 6, 2024 I returned a used KIA Seltos to Cochran Subaru in Renfrew PA. On May 6th I was assured I would receive a refund of my $4,000.00 down payment within a few weeks. I have called Cochran Subaru of Renfrew several times to check my refund status, but as of today’s date (June 25), Cochran Subaru of Renfrew has still not authorized my refund. Cochran Subaru of Renfrew has held my $4,000.00 for over 7 weeks and counting, and I would like a refund of my down payment.

  Business response

  06/25/2024

  We apologize for the delays this customer faced. The refund check was issued today and the customer is already aware that the check was cut.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order a Car online filled out the Credit Application even got a Confirmation. Went there to get the paperwork done. The Salesman tells me the car sold even though it was reserved and I had the money for it. The Salesman must think I didn't have the money.

  Business response

  06/16/2024

  The customer did complete an online credit application and we got approval through Huntington Bank. In the process of doing her paperwork, we were notified of a no-fix recall on the vehicle. We informed the customer that because of this no-fix recall, the vehicle could no longer be sold. We looked at other options with the customer, but we could not get bank approval for a higher amount, and the customer did not prefer any of these options. We feel we did all we could to find an acceptable option for the customer, and understand that the no-fix recall is disappointing.

*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. ↩