Complaintsfor#1 Cochran Automotive

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  09/19/2024

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

  Customer response

  09/20/2024

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

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  09/11/2024

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

  Customer response

  09/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Chad M*****s admitted to a bait and switch I'm asking for a refund thank you 
  
  Regards,
  
  ***** *****

  Business response

  09/12/2024

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

  Customer response

  09/12/2024

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

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  09/09/2024

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

  Customer response

  09/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* *****

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  09/09/2024

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

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Customer response

  08/22/2024

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

  Business response

  08/27/2024

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

  Customer response

  08/27/2024

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/13/2024 we traded in our leased vehicle and signed a new lease. Since then, we've encountered two significant issues: Issue 1: Old Lease (Vehicle Turned In) The dealership informed us that they would take over the lease on our old car and that we would not owe anything further. However, on 7/1/2024, I began receiving calls from Kia Finance about a missed payment for that vehicle. I explained that the lease had been turned in almost three weeks earlier, but the Kia representative indicated they had no record of this. I contacted the dealership, and they informed me that I needed to make the final payment due on 6/21/2024. It appears that someone at the dealership failed to submit the necessary paperwork to Kia Finance to confirm the return of the leased vehicle. As a result, we were forced to pay $428.38 to Kia Finance, a cost that the dealership should have covered if they had processed the lease return in a timely manner. On 8/6/2024, I received a letter dated 8/1/2024 stating that the lease had not been turned in and that we needed to return the vehicle immediately. After contacting the dealership again, they contacted Kia Finance to resolve the issue. I am requesting reimbursement from the dealership for the $428.38 payment we made. Issue 2: New Lease (Current Vehicle) When we signed the new lease, the dealership could not locate the second key for the vehicle on the day of sale. They assured us that this would be resolved promptly. After three weeks of communication, the dealership admitted the key was lost and informed us that they had ordered a replacement. At the end of July, the dealership notified us that the new key had arrived and scheduled an appointment to program it for 8/9/2024 at 7:45 AM. I dropped off the car at 7:35 AM and was told the work would be completed by 8:30 AM. However, at 9:30 AM, the service advisor informed me that they did not have the key and would need to order it again. I am seeking a prompt resolution to this ongoing issue.

  Business response

  08/13/2024

  We apologize for the miscommunication that occurred with this customer's lease return, and understand the frustration. We are going to refund the customer the $428.38 and will make sure the spare key is completed in a timely manner as well. Our management team has reached out to the customer to communicate this, and it is our understanding that we have reached a satisfactory resolution together. 

  Customer response

  08/14/2024

  [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

  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

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased or leased 4 vehicles from #1 Cochran Kia Robinson in the past 5 yrs. Purchased a 2023 Kia forte May 2023 for my daughter. Unfortunately she was in an accident beginning of May 2024 and car was totaled. We have GAP and extended warranty. We have been in contact with multiple people at the dealership and have been advised the GAP & extended warranty cancelled as of June 7 but our lender has not received the refund check and we have now had to pay THREE loan payments since the accident because the dealership has not sent the $ and despite a dozen voicemails and multiple reach outs no one is taking ownership of my issue and calling me back with information. This is TERRIBLE treatment of any customer let alone a loyal customer. I have been extremely professional and patient during this entire frustrating ordeal, understanding there was a significant network issue the Ted if June. However the fact that ‘Diane’ has not returned any of my half dozen URGENT marked VMs and I’ve been told this has been escalated to the GSM 7/27/24 and then the campus regional operations director Mon 7/29/24 and still no call. No actual name or phone # for GSM or CROD. I need someone to call me, take ownership of my issue and see this through to the end!

  Business response

  08/03/2024

  We apologize for the delay, as we were waiting for confirmation of cancellation from Easy Care. We apologize that this was not communicated clearly to the customer. The refund check was printed today and will be overnighted on Monday. Our manager has called the customer to relay this information as well.

• 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.

*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. ↩