#1 Cochran Automotive

Review: I was in the market for a new vehicle and was looking up pricing on dealers websites. On the Cochran GMC website I came across a new truck that was normally priced at $48,770 and was currently shown online to be on sale for $40,171. The website showed pictures of the truck that had additional upgrades added to the vehicle. Items such as larger than stock rims and tires, an extra bumper with extra ligths, aftermarket exhaust, spray in bed liner, lift kit and a few other items besides those. Also shown on their website was the vin # for the vehicle (vin #[redacted]). I arrived at the dealership to look at the vehicle and found the truck that was listed online sitting in the lot. The truck looked exactly like the pictures had shown online and the vin # also matched what was shown online. Much to my surprise the truck on the lot had a sticker price tag of $64,000. I showed the sales guy the website pricing on my phone and waited to see if they would honor the same pricing. The sales guy said it was a mistake and they could not honor the website pricing. During the hour I was onsite at the dealership 2 other people came in looking to buy the same truck at the online price. They were also told that the dealership couldnt honor the online pricing. This has been almost 3 weeks ago and the dealership has still not fixed the online pricing of this truck.Desired Settlement: I would still consider purchasing the truck if the dealership would honor their online pricing of $40,171. At the very least I want this dealership to correct their online price of this truck.

Business

Response:

This vehicle has an accessory package on it from a company called Southern Comfort. The price listed is showing the truck from the factory without the additional packages. It is our mistake, not by intent, that our on line system did not pull the additional information on pricing with these accessories. We cannot sell the truck at the price of the base model with all the thousands of dollars of upfitted parts on this vehicle. However, we would be more than happy to work with the customer on this vehicle if interested at a true market value of a vehicle equipped as such. Again, our apologies for the oversight and we are working to correct this error. It was not with intent to mislead anyone, but human error for not getting the added package onto the website.

Sincerely,

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 only way I would consider purchasing the vehicle is if Cochran would honor their price that was origionally listed online of $40,171.

When I went to the Cochran dealership to test drive the truck in question there were 2 other people there besides me that saw the online price of $40,171 that were interested in the truck before they found the price online was being used as false advertisement. So multiple dealership sales staff were aware of the price discrepancy. I even took the time to pull the truck in question online sales ad up on my phone to show the sales guy that was helping me. A week later I was in contact with [redacted] (sales guy that took me for the test drive) and explained to him again that the online pricing of the truck had not been corrected. After an additional 2 weeks later of the price not being corrected online I filed this complaint with the Revdex.com.

Yesterday (9/7/14) I went back on Conchran's website and found what I provided as the attachment. The truck shown on the attachment was sitting on the dealers lot when I test drove the truck this complaint is based on. This truck is identical to the one I test drove and is listed now online for $39,671. The only difference between the two trucks is exterior color. Both have the same aftermarket Southern Comfort Black Widow upgrades (lift, tires, exhaust, ect.).

This dealership is still providing false online pricing. The only way to resolve this complaint is for Cochran to honor their advertised pricing.

Regards,

Review: During the last week of January, my 2006 Saab 97-X (an SUV with all-wheel drive) was not functioning in snow. The computerized AWD was delivering power to the rear wheels ONLY. It was driven to Cochran (the dealer from which it was purchased - new) for diagnosis and repair on Sunday, February 1, 2015 . On Monday February 2nd, Cochran service telephoned to say that the vehicle needed an electronic/computer component replaced. They said the part was in stock. The price for the part and installation was approximately $500. I approved this repair.

On Tuesday, February 3, 2015, I took a cab from [redacted] (the only option I had to pick up the vehicle) for approximately $60 fare. I questioned the service representative if the repair would correct the failure of the all-wheel drive to operate properly in the snow. He assured me that this was the problem and that now it was corrected.

On Saturday, February 14, 2015 during the early afternoon hours, I was in the vehicle with my wife and two grandsons, ages 5 & 7. It began to snow heavily and the wind chill was reported as 15 below zero. We became stuck on a very modest incline that every other vehicle that passed had no trouble negotiating. The amber "Stabilitrak" warning light was flashing on the instrument panel, just as it had prior to the repair.

I exited the car and my wife took the wheel. As she attempted to accelerate, power was going to both rear wheels but none to the front wheels. We eventually gave up. We had to trudge .8 mile in ankle-deep snow and strong wind with our small grandchildren, none of whom were adequately dressed for such a hike.

Once home, we drove another car equipped with all-wheel drive (that was working) and were able to make it out of our neighborhood with no further incident.

On Monday morning, February 16, 2015, I telephoned Cochran service, got only voice mail for everyone in the service department, and settled for leaving voice mail messages. I received a return call at 4:45 PM that day as I was leaving for a 5:00 PM appointment. "[redacted]" said he'd call back the next morning. He did not.

On Tuesday morning, February 17, I again phoned Cochran service. I received only voice mail. I again left a message, again describing the problem, and asking for a timely reply. At approximately 12:30 PM I was called by "[redacted]" somebody in Cochran service. I explained my problem and told him I expected someone to come pick up the car and make it right. He said he'd confer with the department manager and get back to me. He did not.

On Wednesday morning, February 18, 2015 I phoned [redacted], nominally in charge of "Customer Satisfaction" for all the various Cochran dealerships. I explained in great detail to Mr. [redacted] how I had used up a half-day of my time (I'm in private practice and time that goes unbilled is literally money to me) in order to deliver the vehicle the 50+ miles and 3 hour round trip from [redacted]. I described how that time was doubled as well as the expense of a $60 cab fare to pick up the supposedly repaired vehicle cost. I explained how I was a 6-time Cochran purchaser and currently a 4 car Cochran owner. I explained the extreme danger posed to my wife and small grandchildren that being stranded in a driving snow with -15 wind chill created.

I then asked Mr. [redacted] to arrange for someone to come pick up the vehicle, take it back to the service department and once repaired properly, to return to me in [redacted]. Mr. [redacted] replied, "I won't make such a commitment." When I repeated the extreme effort, time and money I'd already expended was unacceptable, he replied, "I can't control where you live. Many customers drive hours just to come here to purchase and service their vehicles." I explained to Mr. [redacted] that when I purchased that specific Saab 97-X, I expressed concern about just this factor ([redacted]) and was repeatedly assured that Cochran's policy for "luxury" models was to provide pick up and delivery service. (Of course, I am also aware that despite that guarantee, change their policy 2 or 3 years following my purchase. Never-the-less, had I known that, I would ABSOLUTELY NOT have made the purchase to begin with.) He repeated that he would not pick up the vehicle.

Mr. [redacted] said he would look into the matter "with his team" and call me back. He did not. On Wednesday evening :[redacted] telephoned to tell me that I should bring the car back so they could determine the exact nature of the problem. In light of the weather, I said I felt that the vehicle was not safe to drive. He told me that Mr. [redacted] advised to have the car towed to [redacted]. I asked if he would arrange for the tow (and the associated fee). He told me that Cochran would not do so and that getting the vehicle back to them was entirely my problem to work out.

On Wednesday evening, February 18, 2015, I had the vehicle towed to Cochran in [redacted] I have heard nothing from them as of this writing (February 19, 2015, 3:15 PM.Desired Settlement: I expect to have all the computerized All-Wheel-Drive issues remediated ASAP. I expect to be reimbursed for the towing expense from [redacted] to [redacted] I expect to have the vehicle delivered back to me at no further cost or time expended on my part. I expect a sincere and profuse apology from Mr. [redacted].

Business

Response:

Mr. Church'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]#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.

Review: I rolled my truck on the highway in june and had it towed to the dealership in Robinson expecting decent service. The repair bill said it would take 30 days to fix. After 30 days I called to ask if my truck was done and they said it was and to come pick it up. Thinking this was a respected company that did honest work, I took the truck home only to find multiple problems such as the whole headlight assembly was falling out, a door was put on crooked, the alignment was off, and other more minor problems. Being that I was suppose to take the truck on vacation with my wife and 1yr old, I was pretty angry with the safety problems. I went back the next day to express my anger only to have a service tech push me and try to pick a physical fight with me. I called the police, and while a report was filed, the officer said its my word vs his. The tech said that we pushed each other each other at the same time so the cop could not file charges. (We pushed each other at the same time???Yea right.I pushed back to defend myself but whatever.) The manager told me that the tech was wrong to do that after the cop left so he knows what really happened. I ended up talking with GMC corporate to try and have my truck fixed somwhere else, but they wouldnt do anything to help. I ended up talking to another manager who was sick that week and he apologized and said he would fix it right. I came back after my vacation to the dealership after I was contacted with information that the truck was done. Went there only to find half of my original problems werent fixed and found other problems. Fed up with this whole situation, I decided to leave the truck there again to be fixed. 2 weeks go by, no one calls with info, so I call. The manager says that he was just about to call me. I go there, pick up the truck, and still have problems with the steering, headlights and other problems. Feeling like what else can I do, I leave it there again. Presently now on this latest return to the dealership, Ive been waiting for 10 days with no word on whats going on. The manager said it would only take a couple of days and so far its been 10, nearly 75 total, which is a far cry from the original repair estimate that said 30. Ive called the manager as well as the collosion director and have yet to have a return call. I want my truck back, Fixed Right.Desired Settlement: To have my truck back the way it was before I rolled it

Business

Response:

Have forwarded to our Robinson Collision Center Manager - Chris V[redacted] and Corporate Collision Center Director - David B[redacted] - to contact the customer.Dirk H[redacted]

Consumer

Response:

Review: We have been car hunting for a few months and have finally converged on a VW [redacted]. My husband had been dealing mostly with this dealer ([redacted]). They offer a customer guarantee (in writing) that they will match any lower price. I decided to take them at their word and got a quote from another nearby dealership offered a price that was about $500 lower. My husband contacted them and they verbally agreed to match that price. We both took half a day off work to come in and put down a deposit. There was no mention at all to us of a $500 factory rebate offer that was in effect at the time. A different dealers that I had been talking with left me a message about the rebate and so I phone up [redacted] right away asking if he would honor that in our agreement. First he said it was already figured into the price. So I asked why he had not mentioned it - it surely seemed like an important detail to me. He told me there there was "not enough time" when we came all the way over there to sign the deposit form (which took less than 5 minutes). He claimed that he had intended to go over all the costs with us at that time but was too limited (gee- I guess he didn't want to say something like- "too bad I don't have enough time to tell you how I cheated you out of this extra $500 ..."). I told him I was very unhappy about this disclosure failure in his part. I also told he that this seem a dishonest practice. He then changed his story somewhat and mplied that he would not have matched the other dealer price without it. It is not at all clear where this $500 comes in to this deal so either the matching is a fraud or this dealership is cheating us out of these discount. In either case this is a bad business practice and I am going to consider just cancelling the deal due to this dishonesty.Desired Settlement: I want the $500 discount applied or I will cancel the deal and want my full $1000 deposit back.

Business

Response:

Our Sales Manager - [redacted] has been in contact with the customer and have agreed upon the price of the vehicle to the customer's satisfaction. We are, however, having to locate the specific vehicle that meets her specifications.

Sincerely,

#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.

Review: Cochran advertised a 2014 Cadillac SRX demo, Luxury Collection, in the [redacted] on 3/23/14. The MSRP was $51,105; the sales price was $39,999. I called on 3/24/14 and spoke to [redacted], who said the vehicle was in stock but she couldn't find it in their computer. She gave me details that it was silver and had 4,005 miles. Due to family needs, I wasn't able to go to Cochran until 3/27/14. I called Ms. [redacted] that morning and left a message. By 3pm I called again and she confirmed that the advertised demo was in stock, told me to see "[redacted]". I arrived about 5pm and was met by [redacted], a sales consultant who works for Mr. [redacted]. Mr. [redacted] told me he sold that car a month or so ago. I confirmed with him the stock number ([redacted]), color, mileage, and he admitted it was sold. I then stated that either Ms. [redacted] needs training to know their stock,or that it was company policy to advertise cars they didn't have. I stopped short of claiming a "bait and switch" tactic. Mr. [redacted] then spoke privately with Mr. [redacted], and returned to tell me that they may have another demo for sale in May, but it would be a higher-priced model (Performance Collection). He asked for my phone number and said he would call. He claimed that their advertising department got the information all wrong in the ad, a copy of which I showed him. I feel strongly that had I not mentioned the potential of bait and switch, he would have offered to show me other similar vehicles. Out of curiousity, I asked my [redacted] friends if anyone had a similar experience, and was astonished to find that a friend had, indeed, gone to Cochran several times to see advertised vehicles, none of which were available, but was directed to look at higher-priced models. I am abhored by this business practice.Desired Settlement: I would like Cochran to sell me a 2014 Cadillac SRX awd Luxury Collection vehicle, for the price quoted in their ad. They were also offering a $1,000 addition to trade-in value (per [redacted]) at that time. I would have readily purchased the advertised demo vehicle that day, paying cash for my purchase minus my trade with $1,000 bonus. I was prepared to take delivery the following day. I would also like their staff to receive training to avoid another similar occurrance.

Business

Response:

In regards to the situation reported by Ms. [redacted], #1 Cochran is certainly sorry for the miscommunication created, but in no way would practice intentional false advertising or ‘bait and switch’ tactics. Please find attached documentation showing the advertising error by the [redacted] and other ads documenting the correct year vehicle that was properly advertised.

The vehicle the customer was seeking was a 2013 Cadillac SRX, which was correctly posted in our Saturday ads as shown. The [redacted], accidentally, ran the ad in the Sunday paper, with the model year showing as 2014 and this oversight was not caught. However, the vehicle was also clearly advertised the weekend prior and same weekend on Saturday.

The 2013 SRX was sold, but not until March 24th, so on the initial date that the customer reached out to us, the 2013 SRX had yet to be sold. There admittedly was confusion between all parties, and the Stock Number the customer references in the email ([redacted]) is a 2014 SRX, not the 2013 model.

The 2013 model was a vehicle that we had as part of our Service Cadillac Loaner program and was taken out of service at the required time by Cadillac to be sold. As explained to Ms. [redacted], we have other models in our loaner fleet that will be coming out and would certainly be more than happy to discuss the options on those vehicles. We will also certainly honor the $1,000 above trade in value at that time, regardless if that program is still running or not.

We do apologize for the confusion, but certainly did not intentionally misrepresent the issue, nor would we as a company celebrating 49 years in business.

Sincerely,

#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.

I was specifically told by the salesman, [redacted], that he personally had sold this vehicle nearly two months prior, and confirmed the stock number. He also confirmed that it was a 2014 SRX as well as the publicized sale price. And, it was confirmed by [redacted] by phone twice that the car was still available for sale as late as two hours prior to my arrival at the dealership. There was another SRX available earlier as a demo, which was a 2013, but was a different vehicle from the one advertised that I was interested in. I firmly believe that Cochran is lying in their response to you. They advertised a vehicle that they had not had in stock for nearly two months, at such a terrific price that it prompted me to visit with the intention of purchasing that specific vehicle that day.

Their response also does not speak to the training that their staff needs to assure that future advertising is not manufactured in this way.

I am not pleased with their response, which is further fabrications and lacks truth.

Regards,

Review: 1) Purchased a certified 2012 vehicle that dealer said had no prior body damage. Dealer said that is one reason why it is certified. Nissan web site also said that certified meant no body damage. While washing it a week later, I noticed damage to left panel & bumper. Dealer said that they did not do the faulty repairs & were not willing to remedy the issue. Nissan rep examined it & agreed that it had prior body work done to it which was bad. No one is willing to mitigate the damage issue. Now I have a damaged car which has diminished value should I have to sell it or trade it. I would not have purchased the car if I was aware of the body damage as it was not worth the purchase price.2) When I agreed to purchase the vehicle it had 23,997 miles on it. When I went to pick it up 3 days later, the milage was 24,270. Therefore, someone used the car in the interium. I lost 277 miles on the warranty & never received an explanation of why they used it prior to signing the agreement.Desired Settlement: As this vehicle has diminished value to it due to the body damage, it is worth $3,000 less on the open market. Also I should be reimbursed $277.00 for the mileage that dealer put on the car while holding it.

Business

Response:

In regards to the concerns filed by Mr. [redacted] in regards to his recent purchase, please find below the statement from #1 Cochran.

In regards to the body damage from the customer, it must be noted that this vehicle was purchased in April of 2013. The first concern brought to our attention by the customer shows in August 2013, 4 months after purchasing. In reviewing the [redacted] on this vehicle, there is no accident/damage reported which they pull from police reports and/or insurance claims, so there would be no history from any prior damage reported that we would be aware of. In regards to certifying a vehicle, again, there was no reported damage and the vehicle was not originally purchased nor serviced at #1 Cochran, so no prior owner history shows of any occurence of an accident, that would give us concern over frame damage or air bag deployment. However, we do not state that their may be cosmetic damage on some pre-owned vehicles, but that is or cannot be hidden from a customer at time of purchase and any blemishes is either accepted by customer in purchasing the vehicle or not. We did review the vehicle in August and noted that the paint concern was not a factory defect, but due to a dent, which again, was 4 months following purchase of the vehicle.

As for the mileage discrepancy claimed by the customer, we would have to pull the paperwork, as in our history we show the last RO prior to sale was on December 18, 2012 at which time the vheicle had 23,841 miles. Between test drives from other customers and moving the vehicle between locations, it is possible that the last recorded miles from transferring vehicle from one lot to another was at 23,997, but again, during test drives and such, additional miles could occur. There would be nowhere that any team member could/would drive a car almost 100 miles per day from time of sale to customer picking up. However, we will gladly honor an additional 300 miles on the customer's warranty shall that be needed come the expiration of said warranty.

We did provide the customer with a complimentary cargo net in regards to his concerns prior and again, this was not brought to our attention until months after purchasing the vehicle, so what may or many not have occured while under the owner's care prior is undetermined.

Sincerely,

Consumer

Response:

I disagree with Cochran's statement.

First, the dealer stating that there is no damage to the vehicle at time of sale infers cosmetic as well as collision damage. They had the vehicle for four months and should have been aware of the flaws & informed the customer. Their rep did not say it was only free of collision damage but said their is no damage to vehicle. Using a [redacted] report to indicate no damage does not justify their position about informing people of flaws on the vehicle. Collision damage can be noted by a [redacted] report but not attempted dent repairs or repainting the bumper which could have been done inhouse by Cochran without informing [redacted]. Also the bad paint job on the bumper was noted because a paint bubble eventually became apparent. The bubble was broken by their service mgr,[redacted] at time of the initial inspection at the dealership.

Cochran is attempting to shift responsibility of its liability by inferring that I had the poor repairs done on the panel & bumper. If I had the work done by a independent shop, I would be sueing them for fautly repairs instead of looking to Cochran for their false advertisement. I waiting four months to inform Cochran as I wanted to get the oil change done at the same time as well as repairing the loose fog lights. The fog lights had missing clips which is another indication that Cochran did not do a good inspection of the vehicle prior to its sale. As the flaws on the vehicle did not hinder the operation of the vehicle, there was no hurry in having it inspected by the dealer.

The issue here is false advertisement of a vehicle. Even the Nissan web site at the time stated that certified vehicles had no damage. It did not state collsion damage but damage in the most general terms.

Another example of their distortion of facts is their statement on the cargo net, I purchased it from them on May 9, 2013 and I do have the receipt. They did not give it to me. Thus an indication that they either do poor work or misinterpret things for their benefit.

To resolve this matter, they should repair the car to the level as it should have been when it was advertised as being damage free. I am not a body repair man to have noticed the inperfections/damage at time of sale. But did see it when the car was washed.

I would not have purchased this vehicle had Cochran informed me of the damage as there was another one available. Cochran did say at the time that it had damage and could not be certified. So why did they not inform me of the damage on this one. Their stock number of that vehicle was [redacted] & it cost less than the one I purchased.

Regards,

PS I do not have scan ability to forward the cargo net invoice or the service invoice of their inspection.

Review: Car was sent to collision center by [redacted] insurance and was not fixed correctly. John the manager is giving me the run a round. He said he was going to fix car and gave me a $300 check and now he said he took it off the table. I have it all in a text message from him and now he said he's not doing anything ! I need your help pleaseDesired Settlement: Car fixed and $300 check

Business

Response:

Have assigned issue to our Corporate Collision Center Manager - David B[redacted] - to reach out to customer and address this concern. Mr. B[redacted] will contact the customer or address with appropriate team member to do so. Dirk H[redacted]

Business

Response:

We were to send a check for $300 to customer. Has that not been received?

Consumer

Response:

yes I I got everything thanks for your help

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

Review: I purchased a 2012 Kia Optima from the location in July 2012. The vehicle was paid off in Sept 2013. I have called numerous times and left a message for [redacted] in Finance to cancel the GAP coverage. I physically went into the office in October to sign the necessary removal documents with [redacted] and advised it would be about 6 weeks for my check. I never heard back so I called in December and left another vm message for [redacted] and then return call so I called again and was advised that he left me a message but could not verify which number??? I only have 1 number. I was informed by [redacted] that he needed a copy of my title or the odometer statement, I had to call the dealership which I traded my vehicle to get a copy of the title and faxed it and personally called [redacted] on his cellphone which he gave me.n I advised that the document was faxed but he informed me that he was out of the office but would have someone pull my fax and he would forward to [redacted] to expedite my check. To this day I have not received a return phone call or check. I have left messages on 1/9, 1/14. I also left a private priority message for [redacted] on 1/17, [redacted] supervisor and also for [redacted] at Corp on 1/17 that issues the refund check today.Desired Settlement: I would like my more back. Name removed from future advertisements.

Business

Response:

My apologies for this delay. The check has been cut and will be sent to customer in the mail tonight to her PO Box in Weirton.

Review: I have been to the Hyundai South Hills Dealership twice in the last 2 months. The first time was in mid February for a check engine light that came on. I told them about a stuttering problem that the car had when stopped as well as the check engine light. They said the check engine light was because of a bad sensor and fixed that. I asked about the stuttering problem and they told me it was nothing. They also did a FULL CAR INSPECTION and said that there was NOTHING MORE I WOULD NEED DONE TO PASS MY INSPECTION in a month and a half.The next day I was driving home and my engine temp went really high into the RED. Pulled over to check the coolant levels and there was NOTHING in there at all - it was bone dry. So I got some coolant and filled it back up and I haven't had any probelms (OR LEAKS) since and considering no one else touched my car in that time period I am assuming that the mechanic drained the coolant and NEVER REPLACED IT. Not sure why this would have been done to my car UNLESS they were trying to get me to come back and have it "serviced" there.So fast forward to last Friday. I took a day off of work to have my car inspected. After about 90 minutes of waiting they gave me a laundry list of things that needed to be done to pass inspection (about $1600 worth of work). This was a little suprising considering a month and a half ago they told me that I NEEDED NOTHING to pass inspection. So I told them I would do the work myself and they charged me $55 for the EXACT SAME SERVICE that was performed the last time I came. I thought it was BS, but whatever it is what it is.I get into my car and start driving and my driver's side brakes were squealing EXTREMELY LOUD. They were making NO sound when I brought them in and after your mechainic "inspected" my car it was squealing very loudly. I turned around and went back to the dealership to find out what the hell the mechanic had done to my car to make it sound like that. I was forced to wait 20 minutes while "the person who took care of me" was on the phone. He finally made it over to talk to me and I explained the situation. The response from him was "You need new brakes". I said that I understand that I need new brakes but how do you take someone's car to "inspect" it and give it back in worse condition than it came in? The reponse was "there is nothing we can do for you".So I bring my car to the SAME DEALERSHIP that it was purchased at and I get it back in WORSE CONDITION on both occasions? How can you seriously think that you have any Customer Service when the person I speak to about an issue I had with service tells me that "there is nothing that can be done"? I went home and changed out the brakes myself and found that not only was the "squealer bar" pushed forward so that it would contact the rotor AND MAKE THE LOUD NOISE, but the mechanic didn't even use a torque wrench to properly put the wheels back on, so I had to use an air impact driver to get the lugs off.Desired Settlement: I would like the refund of my $55 + expenses (coolant and brakes) considering I got my car back in worse condition than it was in when I brought it to them TWICE.

Business

Response:

In regards to Mr. [redacted]'s assertions - we are sorry that he feels this way and will gladly reimburse him the $55 as he requested. In regards to his accusations, we will also leave those to his perspective in regards to the condition of his vehicle from how it was brought to us and how he feels it was returned to him. The check will be cut and sent directly to the customer.

[redacted]#1 Cochran

Review: Our 2012 Hyundai was totaled in an accident in October. I contacted Travis H[redacted] and completed paperwork to cancel our additional purchased warranty. I have since tried to contact them about the refund we have not received. I have gotten only forwarded emails from them but no refund. I contacted issuing company and they said they refunded the money to Cochran in November. It is now February and we have yet to received a refund. I have even asked the Attorney General's office to get involved. They sent complaint in beginning of January and still no refund. We paid $1947.00 for this warranty that has had no issues against it so there should be a good refund.Desired Settlement: respond to emails, calls and refund the remaining years of unused extra warranty package.

Business

Response:

Our records show that this was cancelled on November 24th. The refund does not go to the customer but to the lender. We ask the customer to validate with the bank as we would not refund directly to the customer unless there was no remaining loan on the vehicle.

Review: I took my 2006 Cadillac CTS to the shop on 1/20/15 because it was burning oil. I had to track my oil consumption for 2000 miles. Within that period I had to replace 2 quarts of oil. I use Mobile 1 oil. I have an extended warranty with [redacted] that covers the engine. My car was there for a week before I was given any word as to what the problem may be. I was also without a vehicle at that time. My warranty covers a replacement vehicle as well. I was called that following week and told that my warranty would cover a replacement vehicle and that they would have to tear down my engine to locate the problem. I was advised that it may take 7-10 days for that to occur. 2 1/2 weeks went by and I finally heard from the repair shop and was told that my repair would be covered under my warranty and that parts were being ordered. I was told that they had to replace the rings, pistons, and gaskets. I picked up my car on 3/6/15 (over 6 weeks later) and upon inspection it was clear that none of the work I was told was completed was never preformed. First of all, I documented the mileage on the vehicle when I dropped it off. It was the exact same when I picked it up. So ok I'll give them the benefit of doubt and assume that a test drive was not required after the repairs. I checked under the hood to see if there were any difference there. I have a cover over my engine that protects it. The entire was dusty and dirty from not being cleaned in a while. The cover that would've had to be removed to do the repairs was untouched. You could tell from the dust and dirt being uniform and no finger prints from where someone would have touched it. Also I was told that the oil was changed because they had to drain the old oil to do the repairs. Upon inspection of the oil in my car, it was the same dirty oil. It was clear to see that it was not new oil. The invoice they gave me showed no work done or parts ordered for repair. I was also told that I didn't have to pay my deductible for the warranty repair. MAJOR RED FLAG!!!! No charge! Something must be wrong. To make matters ever worst I called the warranty company to verify that work was done and approved by them and I was told that they NEVER authorized any repairs because they never heard back from the service tech with the required documentation. I called to speak with the service manager on 3/16/15 and he had the service tech call me back on 3/18/15 and he again stated that they replaced the rings, pistons, and gaskets. I asked if they had to replace the oil and if they reset the oil life monitor and he advised that the oil was changed and the monitor should have been reset. I advised him that it hadn't been reset. He apologized. What kind of business would keep a person's vehicle for over 6 weeks and not do the repairs? That is crazy to me! Why lie about it. Either you did the work or you didn't! In my case it is obvious that the work was not done as per the warranty company and the fact that you can see that it wasn't. I also had another repair shop verify that the oil pan did not appear to have been removed recently. I wish I would have never purchased a car from them. I am very unhappy with the results with my vehicle and I hope that they are considerate enough to resolve my issues and make things right!Desired Settlement: Just do the work that you said was preformed and prove that it was done by showing me the old parts and giving me an invoice that shows that the work was done and what the cost would have been if I had to pay for it. And supply me with a replacement vehicle while the work is being done.

Business

Response:

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 work. There 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]

Review: I agreed to purchase a vehicle at Cochran Infiniti and live 5.5 hours away, so the transaction was done over the phone. I drove to get the vehicle to find the car in horrible, not sellable condition. This was a certified pre owned vehicle. All the rims needed to be replaced. The front bumper was cracked. There was a chip to the rear bumper and a gash in the driver side front door leather. None which was depicted on the Internet or over the phone. I was told the vehicle was in "perfect, new condition". It was false advertisement and they allowed me to drive 5.5 hours knowing the vehicle was in such condition. I wasn't offered anything besides a "I'm sorry". Then they said the car was too expensive to offer me a deal on a new car. Then they lied and said they would send me something for my trouble and time, but never received anything or a follow up call. I complained to corporate and they opened up a case, which they found in my favor. This was horrible business and total disappoint from a "luxury dealership". Bad business and scam artist.Desired Settlement: For Revdex.com information.

Business

Response:

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.[redacted]#1 Cochran

Consumer

Response:

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,

Business

Response:

We are verifying with our accounting department, but a check for $200 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.[redacted]

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.

Review: Cochran Collision Center in Monroeville paint the hood of my car in 2013. I thought it didn't look right when I picked it up, they dismissed my concern. I called to follow up but heard nothing. I gave up. This past Monday, I took my car to have it fixed for something else at [redacted] in Ross Twp. Bob at [redacted] called me to ask who painted my hood, because the paint is failing. I called Cochran Monday to ask about the lifetime warranty, ans was told repeatedly that I need to drive my car (which I don't have in my possession) to Ross Twp. They refuse to talk Bob at [redacted], and my insurance company ([redacted] - my husband is retired Army) isn't willing to say anything other than "the manager expects you to drive your car to Monroeville".Desired Settlement: I want Cochran to either drive out to [redacted] have [redacted] drive out there, or send a Cochran employee that is closer, or use Skype, etc; to inspect the hood.

I also want them to pay the addition $800(?) it will cost me to repaint my hood, plus my rental car for an additional 3 days (if they are unwilling to drive there themselves)

Business

Response:

The Balfe vehicle came in for repairs 4-12-12. The repairs were a replacement of the windshield and a 1.5 hour repair to the hood. The customer signed off on the repairs on 4-16-12. I have no recollection of having her come back or complain about any of the work performed until now. We still have not spoken to this customer, she reached out to the current [redacted] representative which didn’t have any knowledge of the repair or the complaint. She was at [redacted] and was told her repairs were failing and they were looking to charge her for the corrective repairs, so she wanted us to pay. We simply stated that we needed to look at the car to confirm there was some type of failure. We are almost 4 years past this repair, our warranty does not cover wear and tear or stone chips so we needed to see what “[redacted]” was identifying as “failure”. From what I understand this customers husband is supposed to come out later today (Thursday) or Friday for us to look at their complaint. I will follow up once we verify how we are going to resolve this issue. Chris R[redacted] Collision ctr. advisor ###-###-#### [redacted]

Review: Leased 3 Subaru Legacys fr #1Cochran; Despite difficulties w/ obtaining lease in 2011, I returned to dealership for 4th. In response to #1Cochran mailing "wanting to buy my lease," Oct 20, 2013 reached out to Sales Mgr [redacted] via email. After several emails, Oct 25, ** said had my info & would get back to me, never did. Apr 29, 2014, after no contact fr **, reached out to him to obtain new car/lease (in Oct he indicated may need to wait till 6 mo before exp of current lease). Previous leases had been bought out earlier than 6 months out. After attempts to reach ** via emails/voice mails/live messages, May 7 I rec email fr ** "exploring yr options;" never heard fr him again. May 22, obtained new lease/2014 Legacy elsewhere & business conducted in 1 day. During buyout, discovered tires severely worn & needed to be replaced, this cost me money in buyout of lease. Was surprised since tires were put on at #1Cochran in Jul 2013 & had approx 3000 mi w/ half fr highway. May 28 reason for exceptional wear & tear on 10 mo-old tires was they were not aligned at time of installation; told to bring car in & it would be "taken care of. Sharing concerns over customer care issues so it would not happen to others, on/about May 28 left VM for [redacted], Reg Op Mgr, never heard fr him. May 30, reached out to Subaru of Am & explained situation. Jun 4, rep told me she spoke w/ [redacted] (sales manager?) @ #1Cochran & someone would call me. June 18, told rep no one fr #1Cochran called. Told me she spoke with [redacted] & he would call next day & issue was escalated to GM who was on vaca till next wk; ** never called. June 24 left VM for ** & never heard fr him. July 3, emailed [redacted], #1Cochran Dir Cust Care/Own Loyalty; After much back & forth, nothing was resolved & did not receive any info. Originally didnt want an "apology in writing," after being ignored & employees' error cost me money, I want to be reimbursed & want to know why I was treated poorly, why poor customer service?Desired Settlement: Unsure what is appropriate; want to know what happened and why? Want to be reimbursed. Not acceptable customer service and poor management response. Left feeling very poorly about #1Cochran service, customer service and concern for customer experience.

Business

Response:

Ms. [redacted] had a concern last summer with excessive tire wear. #1 Cochran went to Subaru corporate and got the customer a set of tires at no cost. In regards to the lack of contact with the customer through our sales department, I cannot answer the specifics of that, but was told by [redacted] that he recalled leaving a message for customer. Ms. [redacted] reached out to me in regards to the situation and I tried assisting her with her alleged issue on the turn in of her vehicle this year and expense for tires after only 3,000 miles. I repeatedly asked for documentation of where the customer suffered financial loss, but was not provided any paperwork where the customer could validate a financial loss. If the other dealer conveyed to customer of a financial hit for tires, it was not documented on any of the sales paperwork customer provided.

Review: Chevy Malibu purchased 06/16/2014 #1 Cochran Monroeville. The engine light came on 05/15/2014 car stalled approximatley 16 hours later. Towed to #1 Cochran Monroeville Service Center by GMC Roadside Assitance on 05/16/2014. Spoke with [redacted]- no loaner cars available car will be looked at Saturady, Monday at the latest. Called 05/20-5/22/2014 left message no return call. Left message with Service Dept Supervisor [redacted] no return call. 05/23/2014 received call from [redacted] can not locate car on lot, found 05/23/2014 wrong lot. Will call with info. 05/27/2014 Left message for [redacted] & Supervisor no return, [redacted] their very busy supervisor out at conference all week. No power to vechile still trouble shooting, offered loaner checking battery and coil pack. 05/26/2014 Attempted to pick up car not in due to Holiday but [redacted] confirmed they would be open over Hoilday weekend. 05/27-5/28/2014 call no return call. 05/28/2014 request to also change oil with repair. Recv call metal shaving in oil adjustor coming out mybe engine problems willlet us know.Engine needs replaced will not put it back in, will put it the trunk pick up car if we want to.Need proof of oil changes will not honor warranty- with out it. Confirmed that there was oil in engine. [redacted] s- yes but the velocity was not good.05/29-06/16/2014 leftover 25 message requesting to speak with service supervisor, copy of vechile maintence record prior to purchase, estimete. On 06/10/2014 recv email estimate.Desired Settlement: Engine replaced as specifed under warranty, copy of Vechile service history. Warranty doesnot say you can not change your own oil and must have receipt of services. A return call from the supervisor. If determined it's not covered old engine put back in carand make it available for tow asap. They assumed it was covered under warranty and broke down the engine. Did not inform us or seek permission for possible labor cost to reinstall. They also offer free service estimate online

Business

Response:

The issue with this situation is the condition of the engine currently and the inability of the customer to validate having oil changes performed to maintain the proper condition of the vehicle. The customer purchased the vehicle about 16,000 miles ago and from the looks of the engine and current condition of the motor oil, the oil has not been changed in this vehicle since purchased. The owner of the vehicle is responsible for performing routine maintenance services in order to maintain any warranty - in this case the GM Powertrain. #1 Cochran has performed the proper protocol under the Powertrain Warranty and without evidence from the customer that oil changes have been performed, GM will not cover this work.

If the customer wants further work performed, it would be at their expense.

[redacted]#1 Cochran

Review: Cochran Cadillac CLEARLY attempted to practice price gouging with my service. I went in to ask for diagnostics for a non-working horn and to provide me with a phone call with results and to let me know what was needed for Pennsylvania state inspection. I was called to inform me that the emissions test was completed but without my authorization. I was further told that the right headlight assembly needed replaced to pass inspection and the total cost for everything would be over $900. I took my vehicle without being inspected and still had to pay $118 for the emissions and diagnostic despite my never approving of the emissions test. I then purchased a headlight defogger, purchased a new horn on my own, and had my car inspected at a local mechanic for under $100 saving me over $800 that Cochran was going to charge me.Desired Settlement: I would like my $118 reimbursed and that Cochran explains why they were going to charge so much money for something that cost me less than $150.

Business

Response:

Mr. [redacted] came in on June 15th with his 2005 Cadillac SRX and had the following concerns: Perform PA State Inspection; Inoperable horn that would not allow for inspection to be performed, but did approve for electrical circut diagnosis; oil change and left front marker bulb being burnt out. We explain to every customer that there is a diagnostic charge of which we reduced for Mr. [redacted] to $69.95 to trace and locate the issue for his horn. If the customer would have had us perform the work to fix the horn, then the diagnostic charge is waived as part of the repair, yet he declined any further work. In the process of the appointment in which the customer requested a PA State/Emission inspection, we did as the customer requested and performed what we could, which was the emissions test. The safety part of the inspection was not able to be performed due to 3 issues: inoperable horn, discolored head lamp and burned out marker bulb. The customer declined all 3 services so the safety part of the requested PA inspection was not able to be performed. However the charge for the emissions test and pre-disclosed diagnostic for the horn was charged and properly so as per appointment of the customer.

The cost of the headlamp was for a replacement of the part and you have to replace the whole unit and not just the glass. If Mr. [redacted] was able to clean the lense, that is his choice, but the discoloration will return most likely when the polish wears off. We do not get into that type of fix due to future concnerns and issues that can come back against the dealership. We performed the work that was requested by the customer and the customer chose other alternatives to his needs. However, I do not see that a refund is appropriate for what we performed per the customer's initial appointment.

Review: The vehicle (2008 Mercedes S550 was sold to me as being in excellent condition. When I begin to learn how to work certain features on the car, I discover one of the major vehicle control systems was malfunctioning. I called several times in order to try to get the issue resolved to no avail. My calls were never returned. The Voice command module is not working. I believe the dealer had prior knowledge of this but sold me the car anyway. Now I can't get anyone to help me resolve the issue. It can expensive fix according to the research I discovered online.Desired Settlement: I just want the dealership to call me, and arrange to have the voice command system repaired immediately at their expense.

Business

Response:

Have reached out to our Robinson Campus Director - Ms. Elaine C[redacted] - as well as the salesperson to contact customer. My apologies for no one returning his phone calls.Dirk H[redacted]

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.

I would like to tell you about my experience with Shelley C[redacted] who was my salesperson when I bought a Subaru Crosstrek two weeks ago. She was very efficient and knowledgeable and most of all very kind. She was always available when I had questions after my first visit. I appreciated that so much. Thank-you, Shelley.

Review: I had my Automobile delivered to #1Cochran for diagnosis & Repair with a expected working relationship with my warranty company[redacted]My automobile has been at this facility Six weeks with no service and no cooperation from Cochran and or its representatives-Mr.[redacted] or His supervisor [redacted].In the meantime I've had to rent an automobile while being Lied to by Mr.[redacted] it's representative.Desired Settlement: work with the warranty company or at least be Honest with us

Business

Response:

Yes, we have had Mr. [redacted] vehicle here for about 2 months. The issue has been in trying to contact the customer's aftermarket warranty company ([redacted]). After getting a hold of them, they kept on demanding codes pulled from the vehicle, but because the car is locked up, there are no codes to be pulled. The warranty company finally accepted that and said to go ahead and tear down the engine, with permission from the customer. We contacted Mr. [redacted] and recommended that he really think this matter over, because it is a 2005 vehicle (130,000 miles) with a [redacted] engine, which has a history of engine issues. Our recommendation from 3 master techs that work on these vehicles on a regular basis, was to understand that this may be an issue that ultimately is NOT covered by his extended warranty company once torn down, and now the customer has a vehicle with the engine out of it and no coverage. We have tried to be clear with the customer of the issues with getting any approval from his warranty company and then the real possibility of it not being covered. If it is determined to not be a covered item, the customer would be, and is, responsibile for the tear down cost and again, would now have a vehicle with a torn down engine that would make no sense to put back together.

#1 Cochran did not sell this warranty and we can only go with what they are asking and approving. Mr. [redacted] need to clearly understand the possible scenario of having this car torn apart (engine wise) and having nothing to go back on, if the warranty is denied. IF customer wants us to proceed, then he needs to pay up front for the tear down so that we do not get caught in the middle of him and his warranty company.

Review: On June 7, 2014 we leased a 2015 Mazda CX5 from Cochran Mazda in Wexford. Because we were close to the end of our lease on a 2011 Nissan Altima, we were merely exploring our options.After discussing our situation with the salesman,we decided to lease the Mazda because [redacted] reassured us that there was value in our Altima and Cochran would buy the vehicle, thereby relieving us of any obligation to Nissan (surrender fees, scratches, etc.). We were somewhat surprised at this, but when we asked again we were reassured that once we signed the Nissan over to Cochran our obligation to Nissan no longer existed. To further bolster our belief that our car was being bought by Cochran, he shared with us that our finance company was contacted and he told us the payoff amount.Still somewhat skeptical, we also questioned the finance manager, but he also assured us that we had no further obligation to Nissan. Based on their assurances, we decided to make the deal and forgo returning the Nissan Altima ourselves. We truly believed that Cochran bought the Nissan.To our surprise, we received an invoice from Nissan in excess of $1,300. We called our salesman who then referred it to his sales manager. The sales manager called us and stated that it was not in the "deal jacket" and that it was "too bad", but he would escalate it to the general manager, who never contacted us concerning the complaint. We then wrote a letter to the owner, again with no response.Desired Settlement: We request payment of the funds due to Nissan.

Business

Response:

In regards to this issue - #1 Cochran's commitment to the customer was to pay off their 2 remaining payments that were due on the lease - thus alleviating the customer of that financial obligation to Nissan - which is stated on the paperwork the customer received and signed. The cusomer, upon turning the vehicle in at any dealership, would have had the vehicle reviewed by the holding leasing company - in this case Nissan - and wear and tear items would have been assessed. This is how every leased vehicle is handled. If #1 Cochran would have wanted to purchase the vehicle, the process would have included similar value appraisal of the vehicle and these same items would have been taken into account. Again, per all of our paperwork - #1 Cochran agreed to relieve the customer of financial obligation on the lease payment of the vehicle, which accounted for the final 2 payments.

In regards to communication, our Regional Operations Director - Mr. [redacted] - did leave a detailed message to the cusomer on Monday at 3:09 pm, leaving his cell phone number to have the customer contact. #1 Cochran upheld our end of the deal that was outlined, agreed upon and signed off by the customer.

Consumer

Response: