#1 Cochran Automotive

Review: July 5, 2015 my car was towed to 1 Cochran to repair (2) blown tires, with sidewall and rim damage. I was told by my insurance company that [redacted] that repairs should take 2 weeks and no more than 30 days to repair my car. But it took #1 Cochran 47 days to replace two, tires, rims and fix the side wall damage with no verbal or written explanation to me or my insurrance company. I attempted (4) times, waiting two hours each in July 2015 to fix to the service manager in the collision center. But he refused every time I can into the shop to inquire about the repair status. Then on July 31, 2013 I was informed by [redacted] Car that [redacted] would no longer pay for my car rental. So I went next door to the collision center to find out again, how much longer my car would still be in the shop. The service manager, refused to speak to me.

For the last 16 months I have a continued to have problems with tires on my car. So far, I had to replace the tires again, with another company. My daughter and I have filed charges against #1 Cochran to recover the rental charges for the car. But I want it on the record, what happened to me and to warn other customers , if they have insurance and it doesn't cover the full cost of the rental car, get an estimate in writing from #1 Cochran stating how long it will take to repair your car. I spoke to [redacted] in [redacted] and they said my tires were ordered by #1 Cochran on July 18, 2015 and waiting for them to pickup. #1 Cochran didn't pick them up until the third week in August.Desired Settlement: I want to be reimburse in the amount of $950.00 for the car rental charges

Business

Response:

We have dealt with this issue prior. Customer had a blown tire and some subsequent damage to vehicle due to hitting a curb. This process was turned over to the customer's insurance company as it was not a manufacturer issue. The customer put himself into a rental vehicle with [redacted] under his insurance policy. Due to the fact that this issue was over 18 months ago and just in the past few months brought to our attention, we do not have reason to address the matter at this time. If the customer had these concerns during the summer of 2013 when this occurred we would have been in a better position to address his concerns. However, and we do not know the reason, to come back to us at such an extended period of time, we do not feel that we can or should be held accountable for issues that were dealt with the customer's insurance policy.Sincerely, [redacted]

Review: I recently bought a 2010 Hyundai Tucson and must say it was the worst experience I have had buying a car. I suppose it's partially my fault for being way too trusting of a dealership. The day after I purchased the car I noticed that the XM radio was NOT working at all. I went to the dealer to try to resolve and they made me go through the service department to schedule. Unfortunately their service department, no matter how many times I have called, is seemingly never available to answer the phone. I was literally on hold for 20 minutes on 2 separate occasions trying to get a hold of a live person. Needless to say I did not appreciate 1) being sold a car without a full functioning radio and 2) not being able to get a hold of someone to resolve. Being unsatisfied with the car and wanting to avoid any future issues with service I decided to use their 3 day money 150 mile money back guarantee. I tried to return the car on the 3rd day and was refused. Accounting for all of the places that I went to and even looking at the trip meter, I barely met 150 miles, but they argued that I went over 170. Looking at the retail purchase agreement the sales rep definitely put in the incorrect mileage (making it lower than it actually was). My fault for not being more thorough and comparing the written mileage to what was actually on the car. It came back to bite me in a terrible way. Even after presenting them with all of the evidence I had they refused to honor the 3 day return policy. I asked them to at the very least fix the radio, and after sitting in the shop for another hour was told they have no idea what the problem is and that they "would be in contact" to get it fixed. Extremely disgusted with the dishonesty and terrible service of this dealership.Even today I am still having issues getting my radio fixed and still having issues getting through to their service department. Will never trust this business and advise anyone buying a car from here to think twice about their service.Desired Settlement: I would have liked to retrieve my old vehicle and the the $5500 difference I paid for the used vehicle and be done with this business. I would have bene fine with paying any repair bills / fees to refurbish the old car as long as I could have gotten the old car back. The sales reps recorded the incorrect mileage information on the retail purchase agreement and admit I did not do my due diligence to correct it when I had the chance. I do not appreciate the dishonesty of this business.

Business

Response:

A replacement radio has been ordered for the customer and anticipate it being here next week at which time we will be replacing their current radio at no charge to the customer.

#1 Cochran

Review: In 2005 I bought a power moonroof for my 2000 GMC Yukon. It worked fine. I didn't know at the time that the job was outsourced. Fast forward to Sept 18th. While driving down the highway, the glass on my moonroof popped off. I called the toll-free # that's provided on the site to make an apt to get this checked out. My apt was made for Sept 23rd, and it was set up to get a rental on the 22nd after work. The 22nd comes around, I pick up my rental and dropped the SUV off as planned. My contact person is [redacted]. On Wed at about @2pm I call to see what's the status of the SUV. They didn't look at it yet. I call back Around 3:30, They still haven't looked at it yet. I asked "who's going to pay for my wasted day rental?" I was told by [redacted], that it's not their responsibility. Then her further states "Let's make this clear, Don't think that your getting anything free, We're not paying for your moonroof or rental. I have a lot of 2011 & 2014 cars here with problems, So don't think that your truck with an 8yr old aftermarket problem is going to be paid for. If you're not happy with the service, you can take your truck elsewhere" I stated that I had an apt for Wed morn, and a day is wasted. On Thursday around 2:30 I called and said that I will pick up the SUV at around 5pm, if it was seen, fine, if not, fine. I was told that [redacted] put the sunroof in. I went down there and, they didn't. Spoke with the installer(15yrs on the job)stated that they couldn't install that type of roof. Found out through him the type and size sunroof. Also found out that there was a recall on that sunroof There's multiple problems with this. The customers service was horrible, the worst that I've seen there ever. The fact that Cochran uses another company to install sunroofs isn't a problem, but maybe there needs to be better communication. More was done with [redacted] in 40 minutes than was done with Cochran in 2 days. sunroof model that was installed: [redacted]Desired Settlement: 1) I should be given a refund for the amount of one day of my daily rental including the insurance fees. total $63. 2) find out the company that was used to install my sunroof so that I can get the serial # needed to file my claim and a copy of my original receipt.

Business

Response:

Our computer system does NOT show this vehicle being purchased at #1 Cochran by Mr. [redacted] in 2005, as the only history we have on this vehicle at all is the visit recently to review the sunroof concern. Based on that information we would have no idea as to where or who put the sunroof in the vehicle that the customer claims that we did. I am sorry that the customer received the response he did from our service writer and will address that matter to get his side of the story as well. However, based on the information that we did not install the sunroof, the customer's request for assistance was not available for us to do, as the sunroof is an aftermarket unit and we would have no idea of where it was installed or to be able to provide him that information. Because of this, the desire of the customer to get a rental was based on his decision and brought to us with no ability for us to assist him based on not being the selling or installing dealer, so a refund of the rental will not apply as we were put in a situation by the customer that we could not provide any knowledge towards his request.

Sincerely,

#1 Cocrhan

Consumer

Response:

Review: I took my Infiniti G37 there for warranty work. I was told by Service Manager that Infiniti Warranty division had rejected the warranty work. When I finally spoke with Infiniti Consumer Affairs, they had NO RECORD of any claim from Cochran Infiniti for warranty work on my car. Infiniti agreed to replace the long block engine on my car. When I went to pick up my car, I had to walk around the parking lot clicking the alarm to find it. When I got it to drive it home, the low tire pressure light was on. I guess putting a little air in my tires wasn't covered by the warranty so they didn't do it. When I got home, the right rear quarter panel was bashed it and along with the rear bumper, now that has to be replaced. THANKS COCHRAN INFINITI!! You lied to me about Infiniti Warranty department not covering the engine replacement and then damaged my car. And yes, the car was there for eight months. The reason it was there for that long was, according to Infinifi Consumer Affairs, there was NO REQUEST for warranty work to be done to my car.Desired Settlement: I would like the body damage done to my car repaired/replaced

Business

Response:

We have been in contact with this customer as he posted this all over social media. What is neglected to state is that the vehicle was towed to our shop in December 2012. We have never serviced this vehicle nor did the customer purchase the vehicle from us so we had limited access to any prior service history. The vehicle had no oil and heavy sludge. In order to even consider contacting Infiniti for any warranty assistance, we first had to diagnose the vehicle, which may or may not be covered by the factory, so we needed customer approval. I cannot confirm the communication with the customer at time of drop off, but the vehicle set at our location from December 2012 till August 2013 with no contact from the customer. In August, we sent a certified letter to the customer concerning abandonment of the vehicle as again, had been on our lot since December and no contact from the customer. Upon receipt of the letter, the customer contacted us and with his help from prior repairs along with Infiniti being able to verify an engine replacement at another store, the vehicle had the engine replaced under Infinti warranty.

As for the tire light coming on, I can only apologize if that was over looked at time of service. In regards to the damage on the car, cannot state if it was done prior to being towed in, but the vehicle was left on our property for over 8 months with no communication from the customer and we cannot be responsible for this action. However, we are willing to work with the customer on his repair through our Collision Center, but for the customer to put all the responsibility on #1 Cochran when the vehicle was in essence abandoned on our lot for over 8 months with no communication from the customer.

Consumer

Response:

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.

The single aggravating factor is that the Service Manager told me that Infiniti Consumer Affairs rejected the warranty work. Until I called Infiniti Consumer Affairs, there was NO COMMUNICATION between the dealer and the car manufacturer regarding the issue with my car. Once I got involved, it was a matter of about 2 weeks for Infiniti Warranty to authorize the engine replacement. If the dealer would have contacted the manufacturer for warranty guidance early on, instead of anointing themselves judge, jury and warranty executioner, the whole situation would have never happened.

Regards,

Review: On Aug 1,2013, I purchased a used truck from Cochran Ford. I paid for the truck with $7000 of my money and $28,000 in a check from [redacted] bank.When I closed the loan ,Cochran Ford said they would mail me,in a few days, a $2110 in a check to pay my state(Ohio)taxes,a title memorandum(to get tags),and the original title to my bank.On Aug 20th, I called and spoke to [redacted](my salesman)and told him I have received nothing. He said he would call me back and did not.On Aug 22nd ,I called [redacted] boss([redacted]) and spoke to him. He said that they had it and would OVERNIGHT it to me. Never came. I then called [redacted](gentleman who closed my truck deal and took my money)and [redacted] said they don't have the title for the truck. I asked how he could sell me a truck with no title.He then said to speak to his GM(don't remember name).The GM guy told me they were trying to find the title ,but haven't yet. He then proceeded to tell me that they did this deal as a favor to a guy who traded the truck in to buy a new one from them. He then says that the dealership doesn't make any money off of my purchase from them, so it is very difficult.At this time, I have no title,a truck with expired tags for almost 2 weeks,already made a $661 truck payment on a truck I can't drive,paying for my insurance on a truck that isn't being driven and had to rent a car to get back and forth to work and haul my family in.Desired Settlement: First- I would like to have my bank get the title ,so I can get tags and can use my truck.Second- reimbursement of portion of truck payment/insurance that I couldn't use truck.Third- pay me for renting of car @ $200 to this pointFourth- that this can't happen to the next person that purchases from them.

Business

Response:

#1 Cochran did a courtesy trade for Mr. [redacted] who was buying a truck from Mr. [redacted], who sold his truck to Mr. [redacted] as he was purchasing a new truck from #1 Cochran. How Mr. [redacted] and Mr. [redacted] connected in regards to the selling and buying of Mr. [redacted]'s truck, I am not aware of. In doing the courtesy trade, #1 Cochran followed the exact same protocol as we would on any other vehicle. I have attached the full list of documents showing the transactions with Ford Credit as well as the State of Pennsylvania. Mr. [redacted] lives in Ohio and one of the issues is that the state of Ohio has only a 30-day temporary license, but before anything could be done, we had to retain the title from the State of Pennsylvania. There was a payoff remaining on Mr. [redacted]'s truck that also had to get the paperwork cleared from Ford Credit prior to any realease of titles from the State. We informed Mr. [redacted] of this process and that before a title would be released, Ford Credit would have to clear the payoff amount and then we were at the mercy of the State of PA to release the title. I can undersand and empathize with Mr. [redacted] on the time frame and delays that this process created, but #1 Cochran was only the processor of the paperwork and we acted in good faith and due diligence in trying to expedite the matter.

We told Mr. [redacted] as soon as we received the title that we would overnight it to him. The title was not sent to #1 Cochran by the State of PA, but actually sent to Mr. [redacted]. Mr. [redacted] brought it to #1 Cochran and we immediately sent it overnight to the customer as promised.

Again, the arrangements of sale of the truck purchased by Mr. [redacted] was pre-arranged with Mr. [redacted]. In our desire to help both gentleman out, #1 Cochran facilitated the process between the two parties, but as for the timing of Mr. [redacted] receiving the title, #1 Cochran again, acted in good faith and process with both Ford Credit and the State of Pennsylvania. We do not or cannot control the turnaround time between the third parties and the transaction between the two gentleman was arranged by them as far as timing of the deal. #1 Cochran will not be offering any reimbursement or assistance to Mr. [redacted] for an issue we did not create or delay in our process.

#1 Cochran

Review: I purchased a used [redacted] vehicle from #1 Cochran of Robinson. When I purchased the vehicle I was given a 158 pt vehicle inspection sheet w all areas checked as "ok". I have recently taken my vehicle to my mechanic of over 30 yrs for inspection. I was told by my mechanic that I need an exhaust system, however, he won't even touch it because of the "rigging" of exhaust system which was in place when I bought the car. Normal factory system that I would have paid for runs approx $300.00 for my car. I will now have to pay between $500 & $600 to have it replaced because of the way the present exhaust system on the car, which is how I bought it, is so mickey moused, he suggested I take to to a place such as [redacted]. My complaint is, the 158 point inspection sheet says the exhaust was inspected. If indeed it was, why was this thing sold like this. If it was not inspected and the dealer was unaware, then why is it checked off on the 158 pt insp sheet. I have tried & tried to contact [redacted] to inform him of what kind of cars are leaving his lot & was told by [redacted], Director of Customer Care & Owner Loyalty, "that's just not going to happen". I am furious that not only will [redacted] NOT take responsibility for this & at least get on the phone, but now I am forced to pay double for an exhaust that was mickey moused by someone before I bought it & was never told about it. The warranty has run out and I have had the car almost 3 years. I told Mr [redacted] I was aware of this & wouldn't dare ask Mr. [redacted] for $ or to stand by his product in good faith, but I want someone to know what kind of cars they are selling, along with the car's "repair secrets" How could they look and inspect this & not see what my mechanic saw as soon as he put it on the rack? DISHONEST in my eyes to say the least. Trying to get ahold of Mr [redacted], FORGET IT! He will not take calls from customers who spend their hard earned $ once he gets is. Beware, used car customers. AS FOR THE 158 PT INSP SHEET, ???????Desired Settlement: [redacted] has offered to "take a look at the car". Quite honestly, I am afraid they will do something else to my car if I take it to them. I think they should be made to replace this exhaust in the order that it should have been sold to me. Not a mickey mouse job that obviously was not inspected, but was stated that it was inspected.

Business

Response:

Ms. [redacted] did purchase a 2003 [redacted] from #1 Cochran on August, 21, 2010 - almost 3 years ago and at that time the vehicle had just under 51,000 miles on it. The last time the vehicle was at #1 Cochran was on November 17, 2010, approximately 2.5 years ago. Over the course of this time, we have no idea of what services or whom worked on her vehicle. Assuming by her letter that she would have been going to her mechanic of over 30 years, my assumption would be that he is the person that has been working on her car the past many months. If the exhaust system is as she described, someone would have certainly seen the concern that she expresses well before now and since we have not been the service department working on her vehicle for the past years, how is it that we can be responsible for what others may have done over this time that she may not be aware of. Her assumption that this was a condition at time of sale and not something over the past multiple years of others working on the vehicle is not a fair assessment, that she comes back to the selling dealer after 3 years.

In regards to Mr. [redacted], we are a large organization, and as other companies our size, we have management in place to handle such situations, and in my role, I have the authority to speak on behalf of Mr. [redacted], as he is away from the office on a regular basis addressing other business. I offered to look at the vehicle for the customer and at which time, she hung up the phone without completing the conversation.

#1 Cochran stands behind every vehicle we sell and service, but the fact that this vehicle was purchased 3 years prior and serviced by others over the past 2.5 years, our best offer would be to look at the vehicle and see if we cannot save her some money on the repair, however, to take full responsibility over the course of the ownership without us servicing the vehicle is not an option as the customer chose where to entrust her service work to be performed elsewhere.

Sincerely,

#1 Cochran

Review: a peice of molding has been falling down on the front of the car only 2 days after we bought it tryed to resolive this issue many times just get the run around all though they did replace the windshield wipers after we bought the car they clame they give all used cars a 100 point inspection this can't be true or the wipers would have not needed replaced not very good on the computer please call if neededDesired Settlement: repaired

Business

Response:

Customer can contact Tony P[redacted] at our Kia store and he will address the customer concern. He can be reached at ###-###-#### and then have the receptionist connect to Mr. P[redacted] SincerelyDirk H[redacted]#1 Cochran

Consumer

Response:

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

#1 Cochran Volkswagon in [redacted] is a joke. I bought a 2012 Passat there on 4/30/2015. On 4/5/2015 I was driving on the highway on my way home from work and heard a terrible noise, so I got off the nearest exit and found the plastic on the underneath of my front bumper was hanging down half ripped off. My home was less than a mile away so I drove slowly so I could assess the damage at home. I called the sales woman I bought the car off of and she was more than happy to help in any way.She told me to bring it up as soon as I could so she could get it taken care of. They closed at 6pm on wednesday so I couldn't make it up to get it fixed. Thursday I called to set up an appointment with the service department and they told me that they would overnight ship the part and for me to come in on Friday after work to get it put on. Friday comes and I call to make sure that the part was in and the service manager tells me that they can't see me to fix my car for another week. At this point the piece was duct taped to my car, DUCT TAPED! The service department didn't seem to take in account that I had just bought this car less than a week ago. I called my sales woman again and she said she was taking care of the situation and to call [redacted] or [redacted] in service. I called and talked to [redacted] and he told me "We can't bump someone out of their spot to fix your [redacted]." The service at #1 Cochran was the worst customer service I have ever delt with in any type of service department. My boyfriend was outraged so he called and somehow got my an appointment for Saturday (5/9). We get there and the General Manager takes us into the garage and tells me that I've done extensive damage to the radiator and rocker pannel on the side which was down to the metal. I barely drove this vehicle, and he goes on to tell me that I could have unknowlingly done this and that I should file an insurance claim. I think I would have known if I wrecked my BRAND NEW CAR. So they put the part in my trunk, didnt even put it on because it was the WRONG PART, and I drove away. I hope this review keeps people from buying cars here because you will be wrongfully treated and you'll be putting your money straight into their unreliable cars. I am disgusted with the service and will NEVER buy a car from there and tell everyone I know to stay away.

Review: In August of 2014, my husband and I purchased a 2009 [redacted] from #1 Cochran. At the time it had approx. 47K miles. One day after purchase the air conditioning in the vehicle went out and had to be fixed. Since then we have had the computer system completely shut down twice; the first time they had no idea what the message of the diagnostic test was and the second time the service department had to bypass something in order to make it working again and we lost use of our cruise control. Approximately 3 weeks ago my muffler fell off due to rusty bolts. And then a little over a week ago the air conditioning went out again. The service department stated on July 27th the entire underneath of our vehicle was rusted out due to "living in [redacted]" and that was why our air conditioning had rotted through again. A vehicle of this caliber and price with only 55K (current mileage) should not have this many issues with it. Especially only have had 8k miles put on it since purchasing and having very little winter driving done with it. We were sold a lemon. I have had vehicles that were over 12 years old that didn't "rot" from the outside in. My husband and I decided to trade the vehicle in, only to find out from another dealership that the vehicle [redacted] showed that in May of 2013 the car showed as having over 60k miles on it. On Wednesday, July 29th, I went to the [redacted] dealership and spoke with Ian [redacted] about all of the above. I explained to him that my concern was that the mileage had been rolled back as all of the problems with the vehicle would be indicative of a mileage roll back and if that had not happen we were sold a car in poor condition. He stated he would contact the [redacted] location and get back to me. At 545pm that same day, Ian called me back to state that [redacted] was working with [redacted] to have the issue resolved. I asked Mr. [redacted] what needed to be provided to [redacted] and he asked me "what does it matter if your issue is getting resolved". I explained to him that I wanted reassurance that mileage fraud had not been committed and wanted to see what documentation was provided. Mr [redacted] immediately state that because I "had used a legal term, he could no longer speak to me". I asked him who I could speak with to get answers to me questions and he stated the legal department and gave me a phone number to contact them. The next day I left a message with the receptionist at the [redacted] office for whomever was in charge of correcting [redacted]'s to call me back because she had no idea what Mr [redacted] was referring too. That same day I left a message for Mr. [redacted] to get please get me in touch with whoever made or would be correcting this mistake. Left another message at the [redacted] office Friday. This is, by far, the worst experience I have encountered. The issue with the [redacted] was made prior to me buying the vehicle and should have been caught by #1 Cochran prior to the sale. [redacted] will not correct this issue because it has been to long since the mistake was made and they have to protect the consumer based on my own research, so I again was give bad information by your dealership that the problem would be corrected. So due to an issue that was created by #1 Cochran my vehicle is worth nothing because no car dealership wants to take on a vehicle that may or may not have had a mileage roll back documented.Desired Settlement: I want #1 Cochran to buy the vehicle back from me for the remainder of my loan, along with reimbursement of all of my service bills. As we would not have purchased a vehicle that a) had mileage discrepancies and b)that would not be able to be traded in.

Business

Response:

We have contacted [redacted] to have the typogragraphical error corrected: Thank you for submitting a Data Correction Request on a[redacted] Vehicle History Report!Your Reference Number for VIN [redacted] (2009[redacted]) is [redacted].The mileage on this vehicle was not rolled back and only that someone accidentally typed in the wrong mileage on the vehicle on a repair order on one visit and that was corrected on the next service. The value of this customer's vehicle is not being affected by this as can be seen by the [redacted] appraisal of the vehicle being above market value. We would be more than happy to appraise the customer's vehicle as it seems all comments are directed from someone else, not #1 Cochran.Dirk [redacted]#1 Cochran

Consumer

Response:

Dirk [redacted] states that my comments are directed toward someone else and not the business?! Apparently he did not read my complaint in full or he would have seen that there is more than just the issue of the car fax. His employees, including Ian [redacted] have horrible customer service values. To refturn a phone call about concerns and not have the answers to specific questions is ridiculous. Secondly, the vehicle purchased has had nothing but problem after problem after problem. And even after having the vehicle serviced the problem was not resolved; as evidenced by having the air conditioning unit break twice in less than a year. #1 Cochran should be embarrassed and ashamed that they sold a vehicle with so many issues. The underneath of the vehicle is rusted out, the vehicle has less than 56k miles. So no Mr [redacted], my complaint is directly with #1 Cochran. Not only for making a "clerical" error that took up time and energy with other dealerships but so in selling a vehicle that had problems within days of driving it off the lot. Many request stands, to be reimbursed for the cost of repairs and my vehicle being bought back for at least the remainder of the loan.

Regards,

Business

Response:

I will offer the customer a $250 in store credit towards any service needs, but will not be reimbursing for work performed on the vehicle from the past. Again, we would be more than happy to appraise the vehicle and see what trade options are available as well.Dirk [redacted]#1 Cochran

Consumer

Response:

Review: On March 31, 2015 I took my 2007 Ford Mustang to Cochran to be inspected, oil change and alignment. After they check my car they told me I needed Front lower ball joints (both) at 296.87 each with labor of $210.00 to put them on. Told me I needed a left front outer tie rod end at $47.00 and $42.00 to put it on. $89.95 for a 4 wheel alignment they told me I needed. They told me 3 of my 4 tires had 0 32nds. they told me the tires would be around $950. Because I had insurance they were going to charge me $100 for all the parts and labor except the tires. The tires would have been an additional. The insurance company would have paid $882.69. I had some of this work done 1 or 2 years prior. On April 1, 2015 I took my car to [redacted] Ford for a second opinion. [redacted] found no problems and passed the car for inspection.Desired Settlement: I just want to warn others about the deceptive business practices of #1 Cochran. Had I not gotten a second opinion I would have paid out a lot of money for no reason.

Business

Response:

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

Consumer

Response:

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.#1 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 anymore. right now it will be a little while because there are health issues in the family. thank you , [redacted]

Review: My ac wasn't working in my car in June, 2013, I brought it to #1 Cochran for repair. They replaced the ac compressor under an extended warranty that I purchased from Cochran when I purchased the car in 2004. There was a noise coming from my vent in November, 2013, so I brought the car back to Cochran to find fluid levels were low in my so called newly replaced ac compressor. I only used the ac in the summer months. In May, 2013, I put the ac on only to have hot air blowing. It again wasn't working. I brought the car to Cochran only to find out ac compressor is faulty. [redacted] said that warranted parts are not covered so I would be responsible for the repair. I went back and forth with him about the compressor being faulty and how it was my responsibility for cost of replacement. [redacted] talked with service manager who also said replacement of a warranted part is not covered and would be my responsibility. After thinking about, I called Hyundai complaint center on to be hung up on. After calling back and speaking to a lead, and waiting a few days for her response, she now said part was covered but now I'm out of warranty. She and the first customer service rep said I don't have a Hyundai warranty but third party warranty. I was given number of my so called warranty company to find out they don't have any record of me. I clearly have a HPP plan and low and behold the Hyundai complaint center phone number that I called is on back of warranty paperwork. #1 Cochran and Hyundai are practicing deceptive and fraudulent business techniques. I feel they have taken advantage of me a consumer but me as a female consumer. [redacted] and Cochran service manager misled me on May 12,2014, by insisting a warranted part is not covered and my responsibility for payment of repair so, I not having $700 declined repair. Cochran got paid/reimbursed from warranty payment for a new and working part to be put into my vehicle and not be deemed faulty and repaired after on several months of use.Desired Settlement: I want the faulty air conditioner compressor replaced. I want to see the old one and I want to see the new one installed. I bought an extended warranty. Cochran was paid/reimbursed for a new, working compressor to be placed into my car. It is not my responsibility as a consumer to have it out with my warranty company to replace the faulty compressor they already paid expecting it to be new. It is not the first time, Cochran has tried to take advantage of me. I expect this to be resolved.

Business

Response:

Ms. [redacted] vehicle did have a Hyundai Protection Package on it that unfortunately expired at 100,000 miles. This is outlined in her owner's manual and documentation provided by Hyundai. Even though there was a part failure within the 12 months/12,000 miles of normal coverage, once the vehicle reaches 100,000 there is no extension of any coverage. Again, this is a mandate from the manufacturer and can be addressed with Hyundai Consumer Affairs at ###-###-####. #1 Cochran does not have the authority to override this warranty and repair the vehicle under any warranty coverage, once the vehicle exceeds 100,000 miles.

As a goodwill gesture, #1 Cochran would be willing to repair the vehicle at our internal cost, but again, we have no way of billing Hyundai for the replacement of this part.

[redacted]#1 Cochran

Review: I purchased a new 2013 VW Passat TDI in August of 2013. I started noticing air conditioning issues toward the Fall when warmer days were sporadic. At my 10000 mile maintenance, I specifically asked Cochran to check the air conditioner for issues. When I picked up the car, I was told it was too cold for them to check the unit. I specificially mentioned that the shop was heated and they could have at least investigated the issue. When I brought the car back for the 20000 mile maintenance (May 2014), the again did not diagnose the issue saying it was too cold to check it. Each one of these trips were causing me to miss a days work. A few weeks later, when the weather was consistently above 80, I took another day off and I brought the car in for another diagnosis. This time they said it was the compressor and they would need to order parts. It took 4 days for them to receive them, yet no one called to let me know they were in. I called by chance on May 23rd and found out that everything was ordered. (the car is without air on 90 degree days). After confirming back on May 27, the earliest appointment they would give me is May 30th. Therefore, I have waited almost two months to have the situation fixed, and I have been forced to miss 3 days of work because they do not offer loaner cars. I also had purchased an extended warranty that does cover rentals, but Cochran refuses to honor the warranty and stated I must pay Enterprise directly and file the claim separately. In general, the service representative [redacted] is completely dismissive of my situation and could care less about trying to help me. He even stated he is filling in for someone and he doesn't normally work there. Overall, this dealership is an embarrasment to VW Service and treats customers as a throw away commodity. I have also called VW Customer Support and they also stated there is nothing they can do to force a dealer to help out customers. BTW, this was a 38K Passat, not a 15K Jetta.Desired Settlement: I just wanted to make buyers aware of the status and nature of poor service that Cochran will provide you after you purchase your car. They truly offer nothing exceptional in the way of customer service and will treat you as if you do not matter. Beware that these dealers are not bound by any VW policy, and they will act accordingly when you have issues. You will be forced to a 8-5 M-F repair and you will be forced to meet those hours when you have repair issues.

Business

Response:

Mr. [redacted]

I am sorry for the service you have received. I do understand that the compressor is to be installed on Thursday (May 29th). I would be more than happy to discuss this matter with you personally, and my contact information is listed below. I have spoken to both our Service Director and Service Consultant in regards to the handling of this situation. I look forward to hearing from you.

Sincerely,

[redacted]Director of Customer Care & Owner Loyalty

Review: The day after purchasing a 2010 Cadillac Escalade I noticed a bug, what I now know to be an Indian Meal Moth, flying in the car. The following day, I observed two more of these bugs in the car. I purchased the car on July 7th and as of August 1st, have killed approximately 30 of these bugs in the vehicle. Having contacted an exterminator he confirmed that the Cadillac was infested with Indian Meal Moths and this had to have occurred prior my purchase of the vehicle.I contacted the customer cr on Thursday, July 31st to tell them of my problem. Customer care informed me that they could not do anything for me (strange since the name of the department is customer care) because it is a problem with the vehicle and I would need to speak to the salesman. I then called the salesman and he said he would need to speak with the manager. I never heard back from him. Not satisfied with this, I called the Robinson dealership again on Friday, August 1st and asked to speak with the manager. Transferred to his voice mail I left a message and asked him to return my call as soon as possible. He never returned my phone call. I called him again on Saturday, August 2nd and left another message on his voicemail. As of today, August 4th, no one has returned my phone call. Obviously there is a communication problem that is systemic within your organization.I hired the exterminator to fog the car and spent eight hours of my own time removing seats and flooring and finding large amounts of decaying and rotten food in the vehicle. In hindsight I greatly regret purchasing this vehicle and dealing with the entire Cochran organization.Desired Settlement: Reimbursed $100 for the cost of the exterminator and an apology for such poor customer service.

Business

Response:

Customer has been contacted by his sales representative. We are issuing a refund check in the amount of $100. We also offered to detail the vehicle, but customer declined at this time,

Consumer

Response:

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.

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

Regards,

I recently had service at the Monroeville facility, I was the for the first time, I've seen the commercials, seemed to be a good place to take your vehicle. So, I went in for an oil change, reverse light replacement, check the heating and the sound on the steering column. It cost me $700., that ok if the service was completed 100% but now I'm not sure. I went to change my oil and when I went underneath the car, the oil filter looked like it was never changed. Didn't look like it was a few moths ago that it was changed and the drain plug looked to be stripped? Needless to say, I didn't touch it but instead I emailed Cochran. This was on a Saturday 3/13/2016 to be exact. The following Monday I get a response stating "thank you for your interest and someone will be in contact". I responded by saying " did you read what I wrote and I was very concerned that I would have gotten a response like that. Some time went by and later that night, I get another response. The same one as the first but not by one now it's two Cochran employees. This is why I'm writing you now. Not only the oil wasn't changed but the steering column still made the same noise, when I questioned it what I got was "it's supposed to be like that". This really concern me and to how many other customers this happen to but didn't report it or they just didn't know. I just want what I paid for to be correct and completed 100% that's all.

Review: Purchased a 2012 Ford Focus from dealership. Within the first week of ownership, I noticed oil leaks in my driveway and at work. I was hoping was from the oil change they performed before putting the car in a lot for sale . Took it to [redacted] and they advised rear main seal leak and leak from transmission. Cochran Dealership confirmed this problem. I decided to take it to [redacted] Ford to have it fixed under manufacturer warranty. They replace the rear main seal, starter, clutch and related parts. Warranty covered all repairs at the cost of $1,030.Desired Settlement: I would like monetary refund of $500 for purchasing a vehicle that was described as excellent condition. The rear main seal was bad the clutch had to be replaced and I wasted several hours of my time working on this issue, and had vehicle in the shop for two days. I came into an agreement with Cochran to purchase this car knowing that it had no issues. I don't understand how you can sell a car with a major problem like this to aconsumer. They replace brakes and then an oil change before putting it on the lot, and the technician should have observed the three leaks when he performed the oil change.when I first saw an oil leak in my driveway, I assumed that it was not from my new purchase. I would have never purchased this car if I would have discovered the issue while on a test drive. I feel that I was misled I'm very disappointed in their actions. I now have to worry that this car is unreliable after spending a lot of my hard earned money.

Business

Response:

We certainly apologize for the issue the customer had after purchase, but do not feel we did anything intentionally wrong. When vehicles are ran through the shop, they are inspected and test driven about 5-10 miles, but as with all dealers, we do not have the time to take these vehicles on extensive road tests. The issue was not present in the condition of the car at time of inspection or it would have been addressed then. We offered to take the vehicle to our Ford dealership and provide the customer transportation during such time to minimize inconvenience. The customer chose to handle this on his own. I do not see where this justifies a $500 payment as the car was fixed under warranty at no cost to the customer and we offered our own assistance to handle this for the customer.Dirk H[redacted]#1 Cochran

Review: We purchased a brand new 2014 Cherokee in June of 2014. Since the purchase it has been in the repair shop multiple times for the replacement of the radio - which each time they said they were putting in a "new" radio, however, come to find out that Chrysler Corporate indicates that certain parts of the radio were only replaced, while the dealership and Service Manager indicate that the whole unit was replaced each time and that every time they told us new, it was actually "refurbished and used". While dealing with Chrysler Corporate a replacement vehicle or buy back was indicated only two days later a yet again "new radio" was shipped to the dealership for yet another installation of a "new" radio. In speaking with the service manager versus corporate versus the Store Manager, [redacted] and now the Customer Care Manager, [redacted] at yet another location - it's indicated that a replacement radio - yet the loose term "new" radio is used again for the replacement in the vehicle. Each time a "new" radio is installed - it still continues to shut off - not be able to be used and does not function. For those that have jeeps they know that for this unit most controls are filtered through the radio as it's a center to the product. Having owned 9 vehicles with the Chrysler, Dodge or Jeep brand, it is beyond anything at this point to have a dealership lie about the parts being replaced - the loose term new vs that of used refurbished - one unit vs one part etc. Seems as though Chrysler Corporate didn't get the lingo down with the dealership when providing answers to the consumer with what exactly they are doing for this warranty fix. It's a crap shoot whether the radio will work on any given day and while travelling this is a big problem. The dealership is aware of this on going issue with this vehicle as a whole, and they continue to sell it and apparantly also continue to not back up their warranty while Corporate too continues to push back the buck to the dealership - non stop circle.Desired Settlement: Replacement with a different vehicle or buy back is the only option for resolve and settlement to this issue. It was indicated by your corporate office that at this point this is what should be going on. After explanation to [redacted] at the dealership he too agreed that considering the circumstances discussions regarding buy back or replacements should be handled to maintain customer satification - especially in light of us being repeat 9 time customers.

Business

Response:

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,

#1 Cochran

Consumer

Response:

Review: Still waiting to be contacted to schedule repairs to vehicle.

I called on 9/22 to schedule, spoke with Daniel R[redacted]

He advised me he was sending the request to the scheduling department, and I would hear back in a day or so.

The vehicle will need to be at Cochran for 3 days for the repairs.

It's nearly a week later, I called and was directed to his voicemail.

I feel like he's dodging me at this point.

I don't know why Cochran thinks their time is more valuable than mine.

This is not a way I like to work with a business.Desired Settlement: Vehicle repaired in a timely fashion.

Business

Response:

Customer came to our location on 9/22 for estimate and was scheduled for October 6th

Review: In 2011 I purchased a Dodge Nitro from this dealership. On July 3 2015 I found a leak under my car. My neighbor who us a mechanic checked it for me and said if was my power steering resavoir which was cracked. I decided to call Cochran and spoke the parts department. He stated the cost of the pump woyulkd be $170.90. I asked if this was normal for a car with 23,000 miles to have this happen he didn't answer. He connected me to service who gave me a total of $396.00 p!us tax. I asked him the same question no answer there either. I told him I was going to call Chrysler Corporation and make a complaint and asdk them if they can help. When speaking with a representative there he placed me on hold and called the dealership were it was purchased. After speaking with the service department I was told there was nothing they could do. I asked the reason and was told that since I do bring my vehicle there for oil changes and tire rotations and nothing else like inspections or any other problems they can not help me. I was shocked I didn't think that I had to be give dedicated to a dealership in order for them to help in a situation like this. I feel that they should have helped and not treated me that terrible in being a faithful customer. Also I realized my warranty ran out last month.Desired Settlement: I would like them to help in this repair. Since Chrysler Corporation decided to call to see iif they would work something out with me and fix the issue. If Chrysler was kind enough to ask the dealership if they could help me out I think they should not discriminate me since I do not take my car there for petty issues. I should not have that held against me. It was very sad when Chrysler themselves tell you sorry we can't help iuf the dealership says the same.

Business

Response:

The customer has not actually came to our store to verify the repair needed. Customer called us for pricing and opinion, but again, we have not looked at the vehicle to be able to determine the actual true need for repair. With all due respect to her neighbor, we have to personally diagnose the concern. The customer contacted Chrysler corporation who verified that the vehicle is out of warranty, so the call came to Cochran asking if we would provide assistance ourselves for the repair, as again, the car is outside of the factory warranty so we cannot bill Chrysler for the repair. If the customer would like to have us look at the vehicle, we would be more than happy to look at it at no charge. However, again, we cannot bill Chrysler for the repair due to the vehicle being out of warranty and no known cause of the failure. After diagnosing the vehicle we would be able to better determine the repair and the accurate cost. [redacted]

Consumer

Response:

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.

Regards,

Review: 2008 Cadillac SRX AWD 4dr V8

VIN: [redacted]3555 with 25,272 miles

$22,900 advertised price at the time

From the advertisement and confirmed through multiple phone calls:

FULLY RECONDITIONED! WELL MAINTAINED.

Dealership on multiple phone calls stated the vehicle had undergone an extensive inspection program.

A simple raising of the hood showed visible rodent-based damage…including a nice little nest build next to the battery area. Because there’s no way on knowing the level of infestation and damage throughout the vehicle I was not interested in purchase.

I checked the "health issue" button above since the possibility of contracting hantavirus and the resulting hantavirus pulmonary syndrome stems from the rodent urine and excrement.

There is no way anyone at the dealership inspected this vehicle, much less “fully reconditioned” it.

I took a day off work and traveled to the dealership in Monroeville, PA on Friday, 17-April.

Mode of travel was by truck pulling a trailer that was to be used to transport the vehicle home.

It's almost an 800 miles round-trip that was a complete waste of both my time and the associated costs.

I was told I would be contacted the following week as I asked for reimbursement of my time and travel expenses.

The dealership admitted this was all their fault. They had misrepresented the vehicle.

On Monday, 27-April I attempted to contact the dealership and reach an outcome through their "feedback @ Cochran" email process. Still no response.

I continued to be surprised that the dealership has left the vehicle "for sale" as I would think the efforts to inspect, repair and disinfect the car would be significant and take quite some time.Desired Settlement: Reimbursement for my time and travel.

$1,000 will cover my costs including travel, meals & time-off from work.

Business

Response:

The customers perception and interpretation of the vehicle differs from ours. We will not be reimbursing a customer that on his own choosing drove here to purchase a vehicle that he did not like as much in person as he did on line. We are sorry that we could not provide him with the vehicle that he came here with, but it is the customer's ultimate decision to come and choose to purchase the vehicle or not.#1 Cochran

Consumer

Response:

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.The vehicle has rodent based damage that was readily apparent once the hood was raised. Why was this not disclosed considering the vehicle was supposedly inspected and fully reconditioned? The dealership is 100% at fault for not discovering and/or disclosing the true condition of the vehicle.

Regards,

Review: I purchased what I thought was a "certified pre-owned" vehicle that was accident free in June of 2014 from Cochran VW. They assured me that it was never wrecked and even provided me with a "carfax" slip indicating so. Recently, after going through the glove box of the vehicle, I came across a repair bill that had been tucked into the owners manual for $2500 in repairs that included frame work that was done on the car just prior to my purchase. I contacted the dealership in good faith indicating the discovery of the undisclosed information. I felt as if there needed to be a sit down conversation with a possible compensation for the cover-up. The dealership sent me the email response of " you are such a good customer of ours and we value your opinion highly"..... apparently, not high enough as they will do nothing but a courtesy inspection on the vehicle. They are basically saying "tough luck".Desired Settlement: Refund of deposit due to the car not being what was represented during the initial contract negotiations and finalized agreement.

Business

Response:

Tell us why here...We are more than happy and have offered to the cusotmer to have the vehicle brought in and have our Collision Center review the work reportedly done. With a receipt tucked into the owner's manual, which was not known to anyone, the only history we have is Car Fax unless the vehicle had any prior history at #1 Cochran - which it did not. Many vehicles are involved in accidents and have repairs done to them, which does not necessarily involve any depreciation or loss of value in a car, as if the repairs are done properly, all factory parts should be used.Again, we have invited the customer to bring the vehicle in for a thorough evaluation and then discussion as appropriate. That offer is still valid.Sincerely,[redacted]