#1 Cochran Automotive

Worst service department ever. I took my vehicle to #1 Cochran Cadillac about 2 1/2 weeks ago. (Brian Downs) the service advisor was very rude when I walked in. Didn't pay it attention because I needed my car fixed. I felt like it was at the best place being that I have a 2010 Cadillac escalade. I let them know that I have an after-market warranty that I paid for, and I would like to use it. Gave them all the necessary information for the warranty. The following day he calls me to tell me that I need shocks, fuel tank, and fuel lines and your warranty will only cover the front shocks, but nothing pertaining to the fuel system. Brian told me the price would be $3,570.00 plus taxes. The way the warranty works is the dealer ship has to call the warranty company with the DX (Diagnoses codes) and they will start a claim and approve it or deny it. Being me and just feeling like something isn't right, I reach out to my warranty company just to confirm that it's not covered. Spoke to a rep that stated that nobody called for the fuel pump, or anything to do with the fuel system but they called and stated that I needed (SHOCKS). The rep stated that a fuel tank would be covered and to have the dealership reach out to them. Called Brian and told him that the warranty stated that the fuel tank is covered and to submit pictures of it. Brian sent the pictures to my warranty. So, I got an extended 3-day rental because my claim was approved. Reached back out to Brian and informed him that my warranty covers fuel pumps and tanks. My total was $1800. They started the process of ordering parts and etc. I get a text from Brian saying there is a shortage with fuel tanks, and it could be a while before they can work on my car. Brian then calls me a day later and states that I need a fuel pump and it's not covered under my warranty. He straight up lied to me about my vehicle. Its two weeks later and I had to get my vehicle towed to a different dealership. I wouldn't recommend at ALL.

We have spoken to the customer and offered him to come in and we would show him what our technician found Just because the other shop did not find anything, does not make them correct and our #concern and responsibility is the safety of our customers Our technician stated that there is excessive play in the ball joints and tie rod ends The ball joints were replaced at 26,miles and the vehicle now has 51,miles We have seen that it is not uncommon for the Mustang to go through ball joints about every 25,miles, which is evident by having them replaced at about that time in the past The issue with the tires is there is secondary rubber showing on the edge of the tire and state inspection regulation states that there cannot be any ply or cords exposed The case is not necessarily the tread depth in the center of the tire but in this case the edges Again, we are more than happy to have the customer come back in and allow us to show him what our technician found Of course it is always better to be told everything is fine, but if it is not, then it is our responsibility to inform the customer of the work needed for their safety and/or performance of the vehicle.Sincerely, [redacted] #Cochran

This was an error on the part of our Service Consultant He is contacting the customer to get the car back in and offering alternative transportation to complete the workThere was a mix up of the car's status Our apologies for our oversight and we will get this corrected with the customer ASAP[redacted]

I was not reimbursement any money for gasI was told that I would get "something in the mail" for my troubles, but I never received anythingThe fact that you think the car was in sellable is ridiculousAt almost a $40,asking price, this was not in a condition where anyone would pay that much money for a "certified pre owned"The condition of all four rims were terrible, and there was a gash in the driver side front door where I could see the foam of the doorIt's a disgrace to say this car was in sellable conditionSo much that you put brand new tires on all four rims and the car is not even a year oldThat should tell you somethingI received no reiumbursementI paid almost $in gas, $for a hotel (at a so call "discounted rate"), and you wasted my time by not accurately describing the condition of the carI can guarantee all the issues have been fixed on the carBecause as you know, no one would purchase a car for that much in that conditionTerrible businessTerrible customer serviceAnd all have been liars Regards, [redacted] ***

MrChurch's vehicle was towed to our store on Wednesday evening I have already agreed to pay (reimburse) for the tow bill However, at the time, without knowing any further details of the event, I could not commit, nor knew if we had team members available to provide a pick up service for Mr [redacted] In regards to the services provided to our customers, this changed when Saab declared bankruptcy in 2011, as well I told Mr [redacted] that either myself or a representative of our company would call him back, which [redacted] did on Wednesday The vehicle has been looked at and the repairs - unrelated to the prior fix - are being done by the authorization of Mr [redacted] We will be delivering the vehicle back to our Infiniti store in the [redacted] *** for Mr [redacted] to retrieve to minimize his trip.Sincerely [redacted] #Cochran

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.#Cochran has given me the idea to see a state police officer about a third party inspection,,who is not affiliated with ford dealerships we do want to be safe in our own vehical and don't know who to trust anymoreright now it will be a little while because there are health issues in the family thank you , [redacted] ***

We are verifying with our accounting department, but a check for $was to be sent to the customer. In regards to his interpretation of the condition of the vehicle, that is an individual opinion, in particular on a used vehicle as for condition and price of sale.*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We will certainly cancel and reimburse the cusotmer for the Key Care Program, and will process that today. In regards to the extended warranty, the paper the customer is referencing is an application, and if our printer was off line, we certainly apologize, but the customer did receive the
formal documentation from ** *** stating the customer has a $deductible and that is why the charge was applied on the repair of the air conditioning. The customer's policy would have been at a higher rate had they desired a $deductible.
Sincerely,
*** ***
#Cochran

We could have done a better job relaying the condition of the vehicle to the customer, certainly, but the vehicle was deemed appropriate to sell under the price point. We offered a discount if the customer wanted to address some of the concerns himself. We reimbursed him for gas
money. We also set him up with a hotel in Pittsburgh at a discounted rate even prior to seeing the car. The discrepancy in what the customer was wanting in the condition of the car and how we presented were not the same and again, we could and should have done a better job describing to the customer.*** ***#Cochran

Revdex.com:
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
While the dealership has deferred this matter solely to that of corporate at this junction, resolve to the matter which while authorized by Chrysler for a replacement vehicle (of a completely different model/brand w/in the Chrysler, Dodge, Jeep brand) or buy back of the vehicle has been authorized by the first department, the company indicated that it would take a day or two, and that we would hear back by Thursday. So, then on Thursday when resolve is expected, we receive a call by corporate indicating that they are working on this matter and it could be another day or two until we get the additional authorization on the next level to achieve resolution and our next step in the resolution in the process which would be working with the reacquisition department and then per buy back/vehicle replacement. So, not only has this been going on for months - it further goes on by day after day after day, even though promised it would be a day or two at the most, which that time has passed. It's close of business on Friday and yet nothing remains resolved
Regards,
*** ***

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
They are correct in saying that no "codes" would show up when they would diagnostically test my carHowever, they are lazy and neglected the fact that for the times my car was in there, they did not look any further other than just plugging in a deviceMy warranty would have covered any transmission work had the dealership contacted the warranty company and proceeded to explain to them that they did everything that they could think of, no codes were coming up on our diagnostic tool and that they needed to pull the transmission to investigate itWhen my car was in the shop for a week and a half and "they ran every test possible" as it was explained to me*** called my warranty company to cover the cost of the labor because he did not want me to pay the labor costs which were very expensiveMy warranty company did pay for the labor servicesSo since I knew my warranty company would pay for "exploratory" diagnostic services then I knew they would pay for any service related to my transmission had #Cochran not neglected my vehicleAs for the codes not showing on their computer screen, I have similar problems in the past with my transmission and no codes showing upMy dealership in *** *** ran into the same problemUnlike #Cochran, they explored more than what was showing on a computer screenThey determined since they could not figure out what was wrong with my car based on what the diagnostic tool said that they would need to pull my transmission to take a look inside itThey did in fact pull my transmission because they just didn't base their expertise on what a computer screen told themThey were real mechanics who wanted to provide the best service possibleMy problem with #Cochran is that they didn't try to help me outThey gave up on my vehicle and waited for my warranty to expire before they had a "hunch" as to where the problem isThey failed to do their jobThey kept looking in the same place over and over with no resultsTo me this is unprofessionalAs a doctor if I am unable to help any patient after visits, I change my treatment plan and dig deeper into my tool box to find out what the root of the problem is#Cochran didn't dig deeper and that is what my biggest concern isHad they done so, because a car has a finite number of parts, they would have resolved this issue a year ago.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I was not reimbursement any money for gas. I was told that I would get "something in the mail" for my troubles, but I never received anything. The fact that you think the car was in sellable is ridiculous. At almost a $40,000 asking price, this was not in a condition where anyone would pay that much money for a "certified pre owned". The condition of all four rims were terrible, and there was a gash in the driver side front door where I could see the foam of the door. It's a disgrace to say this car was in sellable condition. So much that you put brand new tires on all four rims and the car is not even a year old. That should tell you something. I received no reiumbursement. I paid almost $180 in gas, $150 for a hotel (at a so call "discounted rate"), and you wasted my time by not accurately describing the condition of the car. I can guarantee all the issues have been fixed on the car. Because as you know, no one would purchase a car for that much in that condition. Terrible business. Terrible customer service. And all have been liars. 
Regards,
[redacted]

Customer was to have the inspection done by VW prior to the transaction.  We are not in a position to anticipate, expect or forgive wear and tear as determined by the factory.  We have settled all balances in regards to final payment of prior lease and have no further requirement or...

obligation in this matter.Dirk H[redacted]#1 Cochran

During the different times we had the customer's vehicle, there were never any stored (history) codes related to an internal engine concern, nor current warning light.  Under that situation, a warranty company would not authorize and pay for an investigation into a possible concern, so if the...

customer wanted the transmission investigated, it would have been the financial responsibility of the customer.  #1 Cochran has never performed any work to the transmission.  In speaking to Mr. [redacted], our service advisor who worked with the customer, at one of the visits, the customer stated that he was going to take the car back to [redacted] as a store there had done work either on the existing transmission or possibly replaced.  If not a factory [redacted] store, we would have no record of that work being performed.Again, there was no indication that would have led us to tearing into the transmission, nor have reason to reach out to a warranty company asking for such work to be performed.  IF the customer had work on the transmission elsewhere, as was stated to our advisor, our suggestion would be to return to that place of business and see if the repair has any warranty.Sincerely,[redacted]#1 Cochran

We have spoken to the representative from Chrysler who was also in contact with Mr. [redacted].  The first steps in the process from Chrysler to approve a buyback/trade assistance has been approved at the initial level.  From there it has to go to Chrysler Executive office for approval,...

which may take another day or two.  At this point, the matter is being addressed by Chrysler as they are the only parties that have the authority to appove this request.
Sincerely,
[redacted]
#1 Cochran

The customer has been contacted and being provided alternative transportation.  The matter has been held up awaiting word from Kia Motors as to how to proceed to try and assist the customer with proper information regarding warranty coverage.  In a case such as this, we must verify factory...

participation, as if we proceed without authorization, the customer would have financial obligation to the work performed and including expense of rental car.  I can understand the customer's frustration, but if we proceed 'out of order' of the policy and procedure format, again, the customer can be put in a situation of having the financial burden.    We have replaced the timing chain which was the primary cause, but have other concern that is causing metal shavings to accumulate in the intake screens for the oil flow control valve.  We have been directed by Kia to tear down the engine to the point of failure and go from there.  Again, we are following the process to best ensure the customer of complete and accurate information regarding who is authorizing the payment for the work.Dirk H[redacted]#1 Cochran

We have spoken to the customer and offered him to come in and we would show him what our technician found.  Just because the other shop did not find anything, does not make them correct and our #1 concern and responsibility is the safety of our customers.  Our technician stated that there...

is excessive play in the ball joints and tie rod ends.  The ball joints were replaced at 26,713 miles and the vehicle now has 51,223 miles.  We have seen that it is not uncommon for the 2007 Mustang to go through ball joints about every 25,000 miles, which is evident by having them replaced at about that time in the past.  The issue with the tires is there is secondary rubber showing on the edge of the tire and state inspection regulation states that there cannot be any ply or cords exposed.  The case is not necessarily the tread depth in the center of the tire but in this case the edges.    Again, we are more than happy to have the customer come back in and allow us to show him what our technician found.  Of course it is always better to be told everything is fine, but if it is not, then it is our responsibility to inform the customer of the work needed for their safety and/or performance of the vehicle.Sincerely,[redacted]#1 Cochran

Regarding working with and communicating with me, there has been no such communication with me regarding the status of vehicle.  I sent an e-mail request on my end to Jason (Director of Service). He did not answer in detail to my status update request.  It is now September 9th and still have not heard from the dealer. No such offers were offered to me. I was given a Rogue (half the size) in place of my Pathfinder. No options were given. Completely false statement. I decided to keep the car thinking it would be returned to me within a week or so.  It is 5 1/2 weeks later and still no update nor vehicle returned.  At time of sale no deep discount on an extended warranty was given.  This should now be at the expense of dealer due to lack of efficient repair, vehicle 200+ point certified inspection not completed as advertised and unforeseen additional damages(Lemon Law) of the vehicle.  They replaced the transmission and more issues (axle replacement and leakage)arose. I am not sure if this Technician specializes in Transmission installations. A consumer who has no knowledge of vehicle transmissions, noticed slippage on the first day of test drive.  How does that happen? An unsafe Vehicle was not checked accordingly and released to drive on the streets.  Uncalled for. What if transmission would have dropped while spouse and child were in unsafe vehicle? Engine light was not on when transmission failed, and rear backup screen malfunctioned. Engine light does not go on when fluid levels are dry to the bone. This is totally unethical and not morally right.  I paid for a vehicle that I have not been able to drive due to Dealership error.