#1 Cochran Automotive

Review: I have had my oil changed on my brown 2012 Hyundai Elantra VIN [redacted], at Cochran Hyundai of South Hills several times. The last time they did not put the oil drain plug in correctly and in eventually fell out when I was leaving work in the early morning of May 17th 2014 at the [redacted]. My car was inside the guarded parking lot. I had it towed to [redacted] and the service manager said that either it was not put on correctly or someone removed it. No one could've removed it at the power station lot, because it's a highly secured parking lot. Also, my car would've had to be jacked up to reach the drain plug. [redacted] only added oil and the oil drain plug. I only got to the next red light when my the car stalled and had to be towed back to [redacted]. it was eventually towed to Cochran Hyundai of South Hills. The service manager at South Hills, was not taking any responsibility for the oil drain plug failure. Also I have not had any return phone calls from the Hyundai customer service center in Arizona. My case number is [redacted].[redacted] was the last service advisor at Cochran Hyundai of South Hills. My car is undriveable and it's repair status is in limbo. I need a new out-of-the-box engine put into my car, with a new engine warranty, as soon as possible.Desired Settlement: I need a new out-of-the-box engine put into my car, with a new engine warranty, as soon as possible. I have to be reimbursed for the cost of my rental car and the diagnostic portion, $45.48, of [redacted]'s bill.

Business

Response:

Mr. [redacted] had an oil change service performed on his 2012 Elantra at our South Hills Hyundai store on February 13, 2014 at 22,702 miles. Mr. [redacted] also returned to this same store on February 21, 2014, with an unrelated air bag light and vehicle not moving out of park. We could not find a cause to his concerns on this visit and vehicle was operating as designed. However, during this visit, the vehicle would have been up on a rack and if there was a missing drain plug or any oil leaking, it would have been easily seen and noticeable, of which it was not. We have not seen the vehicle in our service department since mid February which is over 90 days since the oil change. An oil drain plug does not just fall out 90+ days later and if any leaking over the last 90 days, the customer would have noticed such on his driveway or garage floor. I do not have an answer for why his drain plug was missing in regards to his current situation, but the cause, if as the customer claims, relates to his oil change in February, would have been prevalent and present much earlier than 90+ days later.

[redacted]#1 Cochran

Consumer

Response:

This is in response to [redacted] answer to my original complaint. He is located at Monroeville and is Director of Customer Care and Owner Loyalty. It is his job to reply to every complaint in a variation of a form letter. He has no knowledge of my problems with Cochran Hyundai of South Hills. My original complaint on 5/17/2014, was about a missing oil drain plug and total loss of oil. According to other complaints at this Revdex.com site, customers have had similar problems about faulty and irresponsible service. The service manager at Hyundai of South Hills, [redacted], was extremely rude and lacks people skills. Obviously, he is tired of hearing complaints about the poor work performed at his shop by a few team members. Unfortunately, the person I know and trust there was not working that day. The service advisor at [redacted], [redacted], was quite surprised that Hyundai of South Hills had previously changed the oil. [redacted] said that if the drain plug was not torqued to specifications, that it would eventually fall out. He could not tell if it was over-torqued and stripped because it was missing. He did not expect that a dealer would perform such inferior work.

I am still incurring costs associated with a rental car, a $500 deductable, and the original $45.48 diagnostic fee from Falconi Hyundai.

Review: my husband and mother in law bought me a 2006 [redacted] on aug 30 2012. 3 days after purchase the check engine light came on and the gas kept reading at empty. we have had it in several times for a sqeeling metallic type noise many times which they can never find. it was in for resurfacing of one rotor. that required a loaner and was in for a day. we had it in for a noise and blower problem. the blower stopped working when on 5th setting. they told me there was nothing wrong with blower. my husband went to return the loaner and get trailblazer back. when there he checked the blower. didn't work when put on 5. he showed the tech and [redacted]. the tech then proceeded to smack under the dashboard. blower started to work. is this how it was "fixed" the first time? vehicle was in shop for 2 days. 2 weeks before we went on vacation I took it in again for the noise. they again couldn't find the noise and said the vehicle was fine. week after vacation we took it in for inspection. at that point we were told that the ball joints were so badly off they needed fixed immediately. when a couple of weeks prior nothing was wrong with this vehicle. literally 2 weeks later I am leaking a red fluid from the vehicle. take it in and am told that all 4 lines going into the tranny are corroded and their seals as well. how was this not noticed at inspection time? when we called the [redacted] used dealership and talked to [redacted] the sales manager, we told him what was going on with it and he asked what we wanted. we said we wanted the loan on this piece of junk paid off and a new vehicle. he said ok get me the payoff. he currently didn't have any vehicles on his lot that he wanted so he told us to go to the Allegheny valley lot. we were there this past Saturday, sept 14, 2013. we explained all that has been going on and what we wanted. they are now telling us that they can't pay off the vehicle and that all they will give me for it is 7500. we are not happyDesired Settlement: we want the loan on this vehicle to be paid off and we want another not piece of crap vehicle

Business

Response:

The vehicle in question ([redacted]) was purchased on 8/30/2012 with just under 58,000 miles. During time of ownership, I can only speak on services performed at #1 Cochran. The vehicle has had issues that we have addressed including a fuel sending unit, blower motor resistor, rotors resurfaced, factory recall, ball joints replaced (covered by extended warranty) and transmission line and fittings leaking (customer declined repair). Whereas I can empathize with the customer over these items, these were not present conditions at time of purchase nor were present and no one can predict what may occur with a vehicle, only to address items as they occur. Unfortunately, some vehicles have more issues than others and there is often no logic as to why or what - it unfortunately comes with a mechanical piece of equipment that has thousands of parts and they can and ultimately do fail. During ownership, the customers out of pocket expense has been $155 for a blower motor and $160 for brake resurfacing - the other concerns were either covered by the customer's extended warranty or good willed by #1 Cochran.

Whereas we wish our customers do not experience issues with their vehicles, we are unable to predict or prevent items occuring and on older model vehicles the possibility does increase. In regards to her desire to exchange this vehicle, we are certainly willing to work with them on a current, fair market value trade and willing to assist to provide the best pricing on both the trade and desired other vehicle. However, we have not nor will assume the full amount of remaining balance on the vehicle, for the reasons described above, nor was the offer to pay off the full loan amount given by Mr. Doug Ward. Included in the customer pay off does include gap insurance as well as extended warranty coverage that would be pro-rated as part of any transaction. Again, we are willing to assist the cusotmer the best we can, but vehicle ownership does come with potential issues that cannot be known at all times or predicted in the future.

#1 Cochran

Consumer

Response:

They also failed to mention we paid our $250 deductible which they added sales tax to. We are no longer going to deal with this dealership. We are tradin it in else where and will have no further contact with them.

I have been dealing with Cochran for 5 years and I wouldn't recommended them to my worst enemy. Yesterday, I took my car in for a 6:30am appointment for squeaky brakes (that never stopped squeaking since I last had it in the shop in July for that reason), an inspection, and an oil change. I didn't hear from them at all so around 12:30 I started calling. I called for 3 hours. I left voicemails. I didn't hear a word from them until 3:15pm (after I talked to the manager and was supposed to get my car at 4:30pm) and they told me my brakes needed some fluid and they changed my oil. So I then ask how my inspection went. It was crickets on the other end. They didn't even do it. So when I finally picked up my car, my husband dropped his off for service for the next day. Now comes the second part of this. His appointment was for 6:30am as well. They didn't even look at his car until 3:00pm. He had his car in at the beginning of September (right before our wedding) for a state inspection and tire rotation and oil change. After he picked up his car then, there was a grinding noise like his tire was rubbing. He didn't have time to take it back becuase we were getting married and going on our honeymoon. So now it's a month later. They call him and tell him that his brakes are bad (2 seconds) and that he needs a new tie rod. 700$. The car has been driven less than 400 miles since the first visit in September (with the state inspection) and now all of a sudden the brakes are bad. So we called to complain and let them know that this is not right- the brakes should have been caught a month ago with the inspection (if it was even done correctly) and that the tire has been making noise since they "fixed" it a month ago. So the person on the phone agrees and says he will go check the car. He then gets back on the phone and says that the brakes are 4 seconds but the rotors are bad and it's not the tie rod it's the wheel bearing. Which is now 900$. We had 3 different things told to us. No one is on the same page. We asked to speak to a manager and we got a shift manager. Every time we asked they just gave us to him. He even said that this doesn't make any sense and that the brakes couldn't have gone bad in less than 400 miles in one month. This place is horrible. Don't ever take your car there.

#1cochran repaired the transmission on our 2008 Saturn vue. Less than 20,000 miles later the transmission breaks again. No longer under warranty #1cochran says its a different part than what they fixed last time and won't fix it unless I pay over $4,000.

Review: To Whom It May Concern:

I am an owner of a 2005 [redacted] that I purchased in April of 2005 from [redacted] in [redacted]. Since I bought my car, for any repairs or oil changes I have taken my car to [redacted] I loved the service and never had any issues with the work being done to the car or the price. When I went away for my undergraduate degree and later, for my doctorate, I took my car to the local dealerships. I never had a problem with those dealerships. I had purchased an aftermarket warranty through the local [redacted] dealership in [redacted] which is where I attended [redacted]. The warranty was purchased on August 19, 2010 and was good for 48 months or 125,000 miles. My sole purpose of buying the warranty was due to the fact that I would be driving 5 hours back to my house several times during my tenure at [redacted] and if something were to happen to my car, I would be put in a very hard position getting back to school. Not only that, but any major repairs would financially cripple me, as I was a doctoral candidate and on an extremely small fixed budget and income. The warranty was great and it really did help me save money when I didn’t have much to spend.

When I returned home from [redacted] in 2013 I had an issue with my car and I didn’t hesitate to take it back to [redacted]. However, I was shocked to see that [redacted] was no longer there and Cochran had bought the dealership. Still, I wanted to take my car to the same location as where I purchased it because I had never had a bad experience there. The issue that brought me into what is now Cochran was this: when I would be driving trying to maintain a constant speed, especially going uphill, I would notice a vibration in the front of my car, hear the exhaust flutter, and feel the entire car vibrate at or around 40-50mph. This started around the summer of 2013. Cochran looked at my car but couldn’t find anything so they “tweaked” some parts in the front of my car and said that it should help. It didn’t. After several months it was time for my car to be inspected in October of 2013. I brought up the same complaint. This time they had my car for a week and a half and they “ran diagnostic testing” on my car but “no codes” would show up on their tester. I can not remember what exactly they did, but I recall them replacing a sensor in my steering column and aligning the car. They said that should help. It didn’t. Not only did it not work but the alignment job they had done was so bad I had to take my car to a local shop in [redacted] in order to get it aligned properly and so the car would be drivable. That cost me an additional $80, which I should never have had to pay as the alignment should have been done correctly during the service inspection at Cochran.

I decided to continue to drive my car in order to determine of the massive vibration sensation and noise I had been experiencing would continue or cease. Of course these issues immediately began happening, which caused me to again bring my car back to the Cochran service department to get more definitive answers. In the spring of 2014 I returned to Cochran with the same complaints. They said they “tried something different and that the noise should be gone.” They felt confident they fixed it. Again, I was never told exactly what they did to my car, but within 10 minutes of driving my car off the lot the vibration and noise began again so I called them from my cell phone from within the car saying I was returning immediately with the car and that I thought they should check my transmission. They said to bring the car back the next day so I did. They did not check my transmission but ignored it. They said they checked everything over and couldn’t figure out what was wrong with the car. I reluctantly took my car back with me and continued to drive it, still noticing the vibration and noise daily.

Throughout this entire process, I failed to notice that my warranty expired in August of 2014. I was in the process of starting my own chiropractic practice while the issues with my car were continuing, and not realizing the warranty was about to expire was my fault. However, continuing into the fall, I was still having the exact same issue with my car that I had originally complained about over a year ago. In October 2014 my car was due for another inspection. I complained about the vibration again and insisted that they look at the transmission. They said my car was in great shape after performing the inspection and they FINALLY had a solid answer to the massive vibration. They wanted to flush the transmission. They explained to me what was happening and said that the flush would help. I agreed to pay the charge for it and the transmission flush did work, for a while.

About a month after they flushed the transmission I could feel the vibrations slowly start back up. At first they were extremely intermittent, but they became more and more prevalent until finally the happened every day. Because of this, I brought my car back to the shop, still believing my car was under warranty. After a brief inspection they wanted to pull the transmission and said that it would cost over $600 and that my warranty had expired. At this point I was beyond anger, as I had been searching for answers to this same problem for over a year. I refused to let them pull my transmission but angrily stated to [redacted] who is the service manager at Cochran, that I have been complaining about this for a year and a half and they waited until my warranty expired to try and hit me with a huge bill, just to pull the transmission. Not only that, any additional repairs that needed to be done inside my transmission would have potentially cost me thousands of dollars, and since I just started my business, I simply could not afford that. I told [redacted] that I am taking my car and will never be back to that dealership ever again.

Currently, I do not feel safe driving my car since Cochran neglected to do their job diligently. I feel like I have been stolen from and taken advantage of, and as a small business owner myself I would never treat a customer that way. I will not be driving my car until I can afford to have someone look at my transmission properly this time around and can pay for that service and any additional parts that may be required in order to keep my car safe on the road. The icing on the cake of this entire story is that about 3 weeks after I took my car from Cochran the final time, I started it up and my check engine light came on for the first time ever. Not only did Cochran fail to do their job but they may just have put other parts of my car in jeopardy by neglecting my transmission, which turns out to have been the problem all along. A problem I insisted they check numerous times, but they failed to do so until my warranty had expired. I have never written a letter like this before with such a negative tone but I feel as a small business owner myself that you should be aware of what is going on at Cochran Chrysler, Jeep, Dodge, Ram in [redacted].

Thank you for your time and patience regarding this matter. If you have any additional questions or concerns based off of what I have written, please do not hesitate to contact me at ###-###-####.

Sincerely,

Dr. [redacted]Desired Settlement: I would like my transmission to be pulled and inspected for damage and any repairs necessary to be made. I am willing to pay $100 for all of the service because that was my "deductible" under my old warranty from [redacted] Protection Plan. I do not wish to take my vehicle back to #1 Cochran but to any other [redacted] dealership to have it inspected.

Business

Response:

During the different times we had the customer's vehicle, there were never any stored (history) codes related to an internal engine concern, nor current warning light. Under that situation, a warranty company would not authorize and pay for an investigation into a possible concern, so if the customer wanted the transmission investigated, it would have been the financial responsibility of the customer. #1 Cochran has never performed any work to the transmission. In speaking to Mr. [redacted], our service advisor who worked with the customer, at one of the visits, the customer stated that he was going to take the car back to [redacted] as a store there had done work either on the existing transmission or possibly replaced. If not a factory [redacted] store, we would have no record of that work being performed.Again, there was no indication that would have led us to tearing into the transmission, nor have reason to reach out to a warranty company asking for such work to be performed. IF the customer had work on the transmission elsewhere, as was stated to our advisor, our suggestion would be to return to that place of business and see if the repair has any warranty.Sincerely,[redacted]#1 Cochran

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.

They are correct in saying that no "codes" would show up when they would diagnostically test my car. However, they are lazy and neglected the fact that for the 6 times my car was in there, they did not look any further other than just plugging in a device. My warranty would have covered any transmission work had the dealership contacted the warranty company and proceeded to explain to them that they did everything that they could think of, no codes were coming up on our diagnostic tool and that they needed to pull the transmission to investigate it. When my car was in the shop for a week and a half and "they ran every test possible" as it was explained to me. [redacted] called my warranty company to cover the cost of the labor because he did not want me to pay the labor costs which were very expensive. My warranty company did pay for the labor services. So since I knew my warranty company would pay for "exploratory" diagnostic services then I knew they would pay for any service related to my transmission had #1 Cochran not neglected my vehicle. As for the codes not showing on their computer screen, I have similar problems in the past with my transmission and no codes showing up. My dealership in [redacted] ran into the same problem. Unlike #1 Cochran, they explored more than what was showing on a computer screen. They determined since they could not figure out what was wrong with my car based on what the diagnostic tool said that they would need to pull my transmission to take a look inside it. They did in fact pull my transmission because they just didn't base their expertise on what a computer screen told them. They were real mechanics who wanted to provide the best service possible. My problem with #1 Cochran is that they didn't try to help me out. They gave up on my vehicle and waited for my warranty to expire before they had a "hunch" as to where the problem is. They failed to do their job. They kept looking in the same place over and over with no results. To me this is unprofessional. As a doctor if I am unable to help any patient after 2 visits, I change my treatment plan and dig deeper into my tool box to find out what the root of the problem is. #1 Cochran didn't dig deeper and that is what my biggest concern is. Had they done so, because a car has a finite number of parts, they would have resolved this issue a year ago.

Regards,

Review: I purchased a pre owned 2012 Hyundai elantra with 21,000 miles on it aprox.1 1/2 yrs ago.A short while after I bought it the material on the seat cover and steering wheel cover started lifting up.Hyundai did replace it,but after buying a new car who wants to be in the shop a few months later already having issues.Shortly after that I noticed the paint chipping on both back doors.I went to Hyundai and they were shocked and said I quote"I have never seen this before".The guy who deals with paint issues comes in once a month or so.Every month I would call"is he in yet".Every month there was a different reason why he couldn't make it that month.I ran into a guy who works for Hyundai,showed him the paint chips and he said it was from rocks hitting it.When at Hyundai I told them what the guy said it being from the rocks.They said "Oh yes we see that all the time you need a chip guard".Now a few months ago they were shocked and never saw such a thing.If you see this all the time WHY didn't you recommend a chip guard to me when I bought the car?I am there for my oil change on time and ALWAYS do everything they recommend.The past 2 times they say I will need 2 front tires.My husband looks at my tires and asks me"Have they ever rotated your tires"? I said no they havent.I called the "service manager" and ask why my tires were never rotated.He said well they must of not needed it.We would of recommended it to you if it needed done.I said so I have 40,000miles on my car and my tires never needed rotated?He said "it is possible".That comment lead me to write this complaint.I am highly offended that he would think im that stupid to not know better.Therefore my alignment was messed up which they never recommend to have done either.I called hankook tire warranty and they said they would have to look at my rotation record.Well there is NONE bc Hyundai never rotated them.Today my radio stopped working and im 4,000 miles over warranty to have that fixed.So disappointed in Hyundai.Nothing but problems w/ this ca.Desired Settlement: Today I bought 2 new tires and got an alignment.I would like reimbursed expenses.My total was $284.58 and I have receipts.

Business

Response:

In regards to this situation, we understand the customer's concern, however most every car on the road does have rock chips. We would be happy to provide the customer with a complimentary bottle of touch up paint if she would like.

In regards to the tires, our notes on her last visit have her tires as documented to 4/32" in the front and 6/32" on the rear. A tire rotation at this time would have been the correct process to get the better tires to the front. However, new tires were not needed at this time as the customer likely had another 7,000 miles or so of tire wear - especially being the summer/fall months. An alignment was likely performed due to her purchasing new tires.

Review: I have been trying to get help in filing for my refund of extended warranty due to accident totaling the vehicle. The first attempt was in January. I have been passed from sales person, to warranty co. , finance dept. who never responded to my messages, Sales manager, Assistant sales rep. who both said this matter would be taken of immediately. The I got a call from the customer care. The following contact was email saying she was taking care of the matter. It should never have taker 4 months of calls to get what I needed.Desired Settlement: I understand that there is a percentage of my cost since the vehicle had been totaled. All I want is information to get this money.

Business

Response:

Ms. [redacted]

We need you to stop by our store to fill out the cancellation form and also need a notarized odometer reading and paperwork from the bank that the vehicle is paid off. Once we get that paperwork, we will cancel the policy and expedite the refund.

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: The dealership in which I purchased my vehicle from has been terrible experience.I was financed I signed a contract for 72 months because thats the only term they stated I could do. I finally got my new car February 17,2014 not my preferred term but it was fine. So 2 weeks later around February 28th,2014 I get a call from the financing manager "[redacted]" stating I had to sign a new contract because the maximum months was 60. So I went to the dealership & [redacted] explained the situation & it made the term shorter & about 4 thousand less interest would be owed . So since that was done I signed the paper on the new agreement in which [redacted] stated once I signed the paper the other contract was completely canceled.Everything was fine for about 3 weeks. Then I received a voicemail from the dealership March 24th stating that there was a mistake and the 72 month term was placed back into effect. Legally if I sign a contract that should be what's in effect. You cannot have two contracts to decide which I'm going to be assigned. I returned [redacted] call and left a message. She never returned my call. I called to speak with [redacted] and randomly he's no longer with the company. So since I never got my call returned, I took it upon my self to just go straight to the dealership. I spoke with the new person that replaced [redacted] "[redacted]" he stated that the reason it was switched back was because the lender required the 72 contract be placed back into effect. He attempted to explain that it wasn't in no way the dealers fault it was the lenders, his exact words then firmly stated it couldn't be switched back to the 60 month term. I called the lender they stated the GM called very angry forcing the lender to come back to the longer term in which would make them more money. Also the lender stated they COULD switch it back they would just have to do a flat rate change.I just feel as though that's very unprofessional especially being my first purchase, then for him to lie to my face stating it couldn't be switched.Desired Settlement: Honestly I'm not sure what the settlement should be. I just hope this experience is something every customer doesn't have to go through. It's 2 months later & I'm still signing contracts getting the correct term in place. Defiantly not a satisfied customer!

Business

Response:

We have spoken to the customer about this issue and it stems from misunderstanding between our #1 Cochran team member and Volkswagen Credit. The customer did sign a 72 month contract with our team member on a VW Credit approval that stated "customer approved first time buyer program for 72 months". Due to some issues outside of this matter, #1 Cochran parted ways with the team member that did this paperwork originally. Upon sending in the paperwork, we received notice back from VW Credit that they would not fund the deal as they were incorrect in the original information and a 60 month cap was the most on a first time buyer program. We contacted the customer and explained the issue and had a new contract written up that the customer signed. We understood the payment amount went up, but were told by VW Credit that this was the cap (60 months) they would finance. Upon seeing the multiple paperwork and the issue for the customer with a higher payment, our Sales Manager, [redacted], got involved and called VW Credit and asked them to honor their first commitment to the customer for the 72 month term. Once we got with the right people at VW Credit, they agreed to extend it from 60 months back to the original 72 months for the customer. When the customer called VW Credit, they were told that we moved it back to 72 months so we make more money, which if VW Credit said that, then they are wrong, as the reason we did it was to honor the original agreement for the customer and to reduce his monthly payment. The benefit from #1 Cocrhan is selling the vehicle, not the financing difference in 12 months. Our reason for doing this was that the customer originally wanted 72 months and that is what VW Credit told us we could do - our desire was to get the customer the payment terms desired. When the customer insisted to go back to the 60 month term, we once again had to cancel the 72 month contract and do a 60 month once again.

Certainly, this is not the process we want any of our customers to experience, but #1 Cochran's goal was to get the customer the terms that he wanted which unfortunately, due to mix up with VW Credit switched it multiple times. We honored the customer's request each time from 72 months or 60 months and it was finally settled by the customer to have a 60 month term, which we processed. Again, the financial gain was not at anytime the goal of #1 Cochran but instead, to get the customer the terms he wanted, which we feel we did. We appologize for any confusion and understand the customer's feelings.

Sincerely,

[redacted]#1 Cochran

Review: The dealership has terrible customer service. My wife and I have turned in a lease vehicle to #1 Cochran of Monroeville, PA and in turn took a new lease of a new 2014 GMC Terrain. The lease of the turned in vehicle was never grounded, the remaining payments were never handled and my wife was basically blamed for the things that went wrong. It has now been a month and my wife and I are getting letters from the financing company saying that the payments are late and the insurance on the vehicle has been cancelled and that we are responsible for a vehicle that we no longer have in our ownership. We have done the necessary paperwork on our end and they have record that they have received the paperwork that my wife and I gave them. They have not upheld their end of the contract and it is ruining our name. We do not have any idea on the condition of the vehicle we have turned in since it is no longer in our possession and the dealership has never taken ownership. This whole situation is terrible and I do not recommend that anyone go to this dealership in the future.Desired Settlement: All that I ask for in this matter is for the dealership to take responsibility of the situation and handle it in a timely manner and correctly so that this hopefully does not happen to anyone else in the future.

Business

Response:

We recognize the mistake on our part and yesterday (March 25th) - spoke to the lease company as well as GM Financial to correct the matter and absolve the customer of any and all responsibilities, including anything on their personal records. All paperwork is in the process of being rectified. We are sorry for our oversight and have taken the necessary steps to correct the matter for the customer.

Review: Originally my car was serviced for sputtering/stalling after only 36,000 miles, 5 yrs (2-3) months (Just out of warranty). Found out cylinder 3+4 were damaged along with the manifold and was told it was going to cost me just shy of $2000! Witch is totally ridiculous considering I was offered 5 yrs / 100,000 miles. I was told to call gm to see what they could do and was told it had to go through investigation witch I totally understood also. After about 1 MONTH of waiting when promised a few days... I finally was told they could drop the price down to $1100 + tax witch I thought was still ridiculous... But at the same time grateful..I came in to pick up my vehicle the same day I was told it was ready thinking everything's finally going to be fixed! Paid what I owed witch ended up to be $1177.00. Did not inspect my car before I drove off and went home. During the time I was driving home I turned on the xm radio. Speakers on both sides dont work anymore!!! They were fine when I dropped off my car, why aren't they working now!? After that I turned the ac on.... now there's a grinding sound when I turn it on! Already fairly upset I arrived home and decided to look around my car before I called Cochran. Driver side was fine... Front bumper was in similar condition if not same.... Passenger side in similar condition (Witch was already damaged from a pot hole). Then there's the back bumper.... Already damaged from the winter... Not trying to blame Cochran for that.... But there are NEW large scratches in the middle of the bumper witch chipped and damaged the professional custom paint job! Are you serious?!15 minutes after I left Cochran I called [redacted] and left voicemails! Calmly telling him to give me a call. Thought no biggie they can just fix the minor damages... Waited 4 days and called again and again... Finally I reached "[redacted]" (###-###-####) her direct number... Left voicemails with the service manager and customer case manager. No response!Desired Settlement: Honestly im totally sick of seeing Cochran as much as they dont wanna see me. I DO NOT want to be without a vehicle. Lost a lot of income over this already! I just want the speakers fixed, ac unit stabilized, and the damages they did repaired!

Business

Response:

Mr. [redacted]'s vehicle was initially brought to us on May 27th for a check engine light and service traction control warning. Upon diagnosing the customer was out of base warranty, but as his right, contacted GM to seek assistance. Under the GM guidelines, the cusomer was offered from GM assistance, where the customer paid $1,100 towards the repair and the rest was paid for by GM. The repairs were performed under GM warranty guidelines and the car was completed June 24th. All the work performed was under the hood of the vehicle and would not affect the speakers on his vehicle, nor should the ac unit. In regards to the bumper, the customer states that there was prior damage from the winter (not sure what that entails) so based on that damage, I cannot assess what the customer is claiming is new damage in regards to what was already there.

I would be more than happy to have the ac unit looked at and the speakers to see what may be causing the concern, but no evidence of this not being a pre-existing condition. I would also be more than happy to arrange for our Collision Center to review the bumper to determine what was pre-existing and what the customer claims is new. The customer can reach me at ###-###-#### or[redacted]. My offer to review the vehicle is in no way intended to admit fault or responsibility from #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. All I wanted was my car to work as it was b4 this mess... I do understand people try to blame others on damages that originally were there but this isnt the case this time... I attached 2 pics, the one with my license plate is new. The other pic shows preexisting dmgs that gotten worse over time, but not Cochran's fault. Speakers I know has nothing to do with my engine but just wierd not 1 but both my front speakers dont work after getting my car looked at. AC unit itself seems fine, works properly but something is loose and rattles only when the air is circulating from the cabin only in the first 5-10 mins then stops.

Im wondering if this is going to cost me anymore? Im noticing random bursts when I accelerate, not all the time but every once in a while...

Review: I took my Nissan X-Terra in due to a loud grinding noise. I called to make an appointment and specifically said it sounds like a wheel bearing issue. I was told the sound was bad rear rotors which needed to be replaced, I complied and paid for the service. After driving the car off the lot, the sound remained. I called Cochran Nissan again and asked if they inspected the wheel bearings. Their repsonse was "yes" but "maybe they do need to be replaced". So the repair which I paid for was not what I took my car in for, as usual. I went to drive to work and the sound got so loud I took it straight to a local mechanic. He inspected the wheel bearings and said it was "unsafe to drive". My safety was compromised by Cochran Nissan Service's negligence. Their repsonse to me saying I didn't trust their Service Department and that I felt my safety was compromised was "we can give you a discount on wheel bearings or a free oil change". I will never use them again, and recommend that NO ONE takes their car to be serviced there.Desired Settlement: I would like a Refund for the cost of the unecessary repair of the rear rotors $303.94. It was not what I took my car in for, and my safety was compromised due to their negligence.

Business

Response:

In regards to the concern from [redacted], I want to apologize on behalf of our team for the way this was handled. I will be issuing a check refund for $303.94 as requested.

Sincerely,

#1 Cochran

Review: I bought a 2011 "certified pre owned" dodge Durango on 4-14-15....the salesman and I both agreed on an issue the vehicle had ..it was a small dent/hole/crack on passenger rear door...he said they don't do appointments for these kind of repairs...but they would repair it for me if I bought the vehicle....Ok fine...two months later I noticed as I drove the vehicle...(my wife always had it I rarely drove it)...I was going down a hill at a high rate of speed and hit the brakes...to my surprise the entire vehicle started shaking ...my wife had told me she noticed something was going on with the braking system..and I didn't really think she was correct until that moment...I emailed Gerald..the used car sales man who sold me the Durango .. no response for about two weeks...finally got an appointment..now mind you its been three months now almost...got car in they say it needs rotors they are warped...???THE VEHICLE WAS SUPPOSED TO HAD GONE THROUGH A 121 PIONT CERTIFIED PRE OWNED INSPECTION...they wanted me to pay them for the rotors to be cut..I paid half after arguing the fact that I just bought the vehicle 3 months earlier...Now they also were supposed to fix the dent previously talked about earlier. They did the rotors (cause I paid for it)..and did not fix the dent/crack/hole on door...when I asked why he said the guy who does that wasn't here today..just bring it back whenever you can...he says hes here on Mondays. Well I took my vehicle in for the (free ) state inspection ,as it was set to expire..and asked if it could be repaired at that time ...the sales man disagreed with me and now says its been to long and now they will not fix the door...also the keys are not working correctly for the second time ..they fixed for free once but now ..they told me I would have to pay for diagnostics on them...im paying 370 a month for a piece of crap they wont fix..they want paid for things they had included in the deal. VERY BAD SERVICE..RUDE..DISHONESTDesired Settlement: I WANT MY DOOR FIXED IT WAS PART OF THE PURCHASE DEAL,,,MY KEYS FIXED AGAIN FOR FREE...THE CAR WAS VERY EXPENSIVE ...AND SHOULD NOT BE IN THIS CONDITION

Business

Response:

Mr. [redacted] purchased this vehicle in April 2015 (about 11 months ago). At that time the vehicle had a nick on the door and we did offer to fix it for him at that time. The customer shows up almost a year later and the repair is more than just touching it up, but requires body work as well. If the customer would have came back in the first weeks of ownership the repair would have been done and this issue would have been prevented. We are more than happy to help in the repair, but the customer neglected the original offer for an extended period of time. We are also happy to look at the key issue, but again, this has been over a year since the original incident.Dirk H[redacted]

Consumer

Response:

Review: Took car in for inspection. There was no damage to my car when dropped off. It wouldn't have passed inspection if it were. I did not notice the damage at time of pick up, however, the next time I got into my vehicle I noticed a gash in my sidewall of the tire going from top of tire to rim and the rim was damaged as well. Took it to next open business day and manager said I hit a curb. Well, no I did not I drove it less than a mile and there are no curbs across a bridge to my parking space at my apartment. And a curb would not go up n down it would be across and the scrapping would be in the direction the tire moves not in reverse and to legally park on the curb it would have been on the passenger side not driver side but that is irrelevant because I didn't park or drive the car. To me it looks like machine damage being hidden by a scared employee. They of course asked if I paid some ridiculous price for their auto tire, paint and interior protection and I'm too poor for that and never had issues like this in my years to think I'd need it.

They refused to replace the damaged rim, and agreed to pay 1/2 of the tire. I would have maybe not filed this because it's my fault for being so trusting if the rim was replaced at half too. The cars 6 months old 3700 miles I don't drive it very often but to n from work.

That's my first complaint the second is the paint is chipping all over the car. This is again my fault for not paying 3600 dollars for their care package. The paint is chipping on the truck from a laptop bag that just seems like a bad paint job.Desired Settlement: Replacement of rim

Business

Response:

Customer returned a few days after having the vehicle in our store for a state inspection, emissions test and oil change (no tire rotation). In the opinion of our service manager, it looked very much like a curb had been hit. Without being able to prove clearly when done, we offered to split the charge on replacing the tire which we did and to mount and balance at no charge. That was accepted by the customer who then inquired about the rim. We explained that we did not feel we caused this damage due to the type of work performed. The rim has a scuff on it. We feel we have participated in assisting this customer in a fair manner. Sincerely,Dirk H[redacted]

Review: hi I Drive a Saturn Ion my car broke down 3 times and then it was recalled I took it to number 1 Cochran of monroeville where it was purchased seven years ago I was given a call on June 18 stating that my vehicle is ready for pick up I was driving a loaner I be told return the loaner vehicle and when I started my car my battery light was on I am also why my exhaust pipe with hanging on the ground below my car he had no exclamation I had inspection before I took my car to the shop and everything I need it I had done I have receipts to prove everything I just want my vehicle fixed and I do not want to take it back to number 1 Cochran of monroeville because I don't like their service and they're very unprofessional.today June 19th one day after I get my car out the shop I'm driving to work my steering wheel [redacted] my electrical system goes haywire my battery light when I drove from the dealership was still on and when I told the person at the dealership whose name is [redacted] he's the one who called me to tell me that my vehicles ready he had a filthy attitude and he was totally unprofessional please help me I want this matter resolved I do not want to seek legal counsel because it is costly so I'm coming to you for help thank youDesired Settlement: my desired settlement would be for me to get another vehicle because my vehicle is in perfect health in shape there's nothing wrong with my vehicle whatsoever the only problem I had was the recalled because my electrical system went haywire so much of it would be for me to get another vehicle and I want them to take this vehicle and they can keep its just a mess this vehicle up and give me another one and not only did my car stop but they did not give me a new battery and I purchased a brand memy phone number is[redacted]

Business

Response:

Customer's vehicle was in our shop for the ignition switch recall through GM. The customer's vehicle is a 2004 Saturn Ion with 126,270. Due to the customer's decision to not want to drive her vehicle while awaiting parts, the customer was provided a complimentary loaner vehicle. Because of the volume of vehicles under this recall and again, the customer's desire to not drive while awaiting parts, we had the customer's vehicle from March 20 till June 18th. During this time no other work or items were touched or addressed, only awaiting for the parts arrival for work to be performed in the ignition switch and steering column. The customer's concern about her tail pipe being lower that previously known, had nothing to do with any work we performed, but as a goodwill gesture we did raise it for her. She also had a dead battery, which the customer provided a new one and we installed at no charge as well.

The work we performed was only under the GM recall for ignition switch replacement and nothing else. Any other mechanical issues the customer is experiencing outside of the recall would be a matter that she would have to address, at her expense, with a shop of her choosing. #1 Cochran performed the work under the recall as well as provided the customer with alternative transportation while awaiting the parts. There will be no further repairs performed on this vehicle at #1 Cochran at no charge, that do not apply to the recall under the guidelines set forth.

Review: Work/Service was performed on my vehicle that was not authorized by myself. I took my car in for a routine checkup at 40K mileage, and I was never contacted about the service/work that was going to be performed and I was never alerted to the price that I would be charged. I was blindly charged over $500 for work/service that I was never informed on.

I dropped my car off for the checkup, was told through email that my brakes/tires were in good condition and the work was complete. At no time was alerted to the fee for the service. I have never in all my years had service performed on my car with out first being provided a quote for the work/service.

This is a poor and fraudulent practice, I was not given the opportunity to decided was level of work/service I desired or could afford, and now I am stuck paying the bill which costs over $500. This is more than two weeks of child care and puts me in a financial uncomfortable position.Desired Settlement: I should be provided with credit towards a future service of equal value, for their failure to disclose their pricing ahead of service completion.

Business

Response:

The customer dropped off her vehicle after hours in our night drop box. On the envelope was written by the customer that she wanted her PA State and Emissions Inspection and her VW 40,000 mile service. The 40,000 mile service performed is identical to what is in the owner's manual for VW. We did not contact the customer in person based on the specifics of the customer's request, but did send an electronic estimate to the customer. On this form, our team member did not put the parts cost for the 40k service so the price quoted was $368, but with parts was $507. We will refund the customer $150 for the oversight in the parts pricing not being added, but all services performed were what the customer stated was to be done.SincerelyDirk 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 will accept the terms from the business, but I have included attachments which provide proof that their response is still incorrect. Not quote was provided in the email from the service department at all. They did not just skip putting the parts quote in the email, their was no quote at all. The email from the service department shows nothing besides my tires and brakes being in perfect condition. There was no quote provided for the 40,000 mile inspection. I did request this service, but I was told that the price is different for each car for this service until the computer gives the read out based on the cars condition, at that time I would have expected to be contacted with the results and then provided a quote for service. Their customer service process is fraudulent.

Review: Cochran had my car for four weeks and five days a failed to fix my car as per agreement for 1600.00 dollars They stated that they could fix it for 3200.00 dollars. I sent them three emails that went unanswered four phone calls unanswered went down there four times to get some satisfactory answers.Desired Settlement: Fixed my car as per agreement.

Business

Response:

On Wed, Apr 20, 2016 at 5:36 PM, Dirk H[redacted] <[redacted]> wrote:[redacted] Cannot get into the Revdex.com site to reply (you mentioned some issues with your internet there) so please see below our response to the following case: Our Advisor (Wayne C[redacted] told the customer that he needed a Mass Air Flow Sensor replaced and the intake had a vacuum leak that needed a new intake. He told the customer it would be around $1600.00 for that repair. Mr. C[redacted] is no longer with our company, so our Service Manager – Brian B[redacted] - took over this order and spoke with the customer. The customer said Wayne told him that the Intake, Mass Air Flow Sensor, Inspection, Emissions and 4 tires were to cost $1600.00. So to show good faith with the customer, I got it done for $1672.71 for everything tax included. The customer was driving a loaner car that Wayne put him in also the entire time. While the technician was replacing the intake he found that the injectors were worn out and need replaced. I called the customer back and told him it would be additional cost to replace the injectors (around $400.00 each). Then I explained that I could try to clean them for him, which we did at no cost, and also that he has spent enough money to qualify for a waiver for his emissions test this year so we would be able to put on a sticker. He said he knew about the waivers from previous inspections. So he said to stick with the $1600 amount and repair it that way. We did all this and the customer came in yesterday and paid the bill, pick up his car and returned the loaner vehicle. He pulled Bryan D[redacted] another advisor, aside and whispered to him “thank you for all the work but I will never come back here and I will tell others not to come here too.I think we acted completely in full faith and honored everything we told the customer and more. There will be no further consideration on this repair for the customer. Sincerely,Dirk H[redacted]

Review: Early in December 2015, work was perform on my vehicle (2004 VW Jetta) to fix the electrical system; however, the entire electrical system was not corrected. I hadn't noticed until I left that I was unable to roll up or down any windows or lock my vehicle., I wasn't aware this would be the case. I was told some of the lights on the dashboard might now work but given the indication that would the extent of it. Additionally, the radio slot was left empty, and the radio was just left on the floor of the passenger's side of the vehicle without any explanation. When I mentioned this to service technician he advise he didn't want to touch and maybe it was like that for a reason but he wasn't sure and that I should just call in the morning to discuss it. To me that was ridiculous, and also I did not have time to come back when that issue could have been addressed either on, or prior to, my arrival. I paid $300 for the purchase and installation of a new battery which I believed to be excessively expensive; however, I am not request a credit for that.

I am however request a credit because on December 25, as I attempted to pick up my children for the evening, my vehicle would not fully start then the electrical system shut down. I was extremely frustrated and dissatisfied with the initial service I received and the subsequent performance of the vehicle which I paid another $974 for the repair. I am requesting that $700 of this amount be credited to me to service this issue and the poor service I received. Lastly, I sent a letter to Dirk H[redacted] on January 8, 2016 along with pictures of the radio and the radio wires which were left on top of the dashboard but I never heard backDesired Settlement: $700 credit... please review above.

Business

Response:

Customer came in for a no start condition. Vehicle is a 2004 model with 135,000+ miles. At this time we diagnosed the vehicle with a battery concern, replaced the Electronic Control Module and fuel pump relay. The radio clips were broken so we were not able to put it back in (pre existing condition). We would be more than happy to provide the customers with a free diagnosis on the current situation of his vehicle to determine if a related issue or something else is occurring with the vehicle. However, the work we performed at the time is not going to be refunded or adjusted until we have the opportunity to review the current status of his vehicle.Dirk H[redacted]#1 Cochran

Review: I have received atlease 10 phone calls from outside sources trying to sell me an extented warranty. When I asked the guy how he received my phone number he said it was in his data base on my 2010 Hyn Alantra purchased from Cochran-Monroeville PA. The phone number that showed was ###-###-####. I talked to Cochran in April of 2014 and they assured me that they took care of the problem. Well they did not. I know Cochran sold my information to an off-shore company. I will file a lawsuit if I receive one more call. I will never buy a car from them....EVER.Desired Settlement: I feel Cochran owes me $500.00 a call, so they can send me a check for $5,0000 for all the inconviences and trouble they have caused me in the last few months.

Business

Response:

#1 Cochran does NOT sell our customer information to any third party source. We have fielded other calls from customers pertaining to this issue and have tried contacting the companies via the phone numbers without any success. Our customer information is secured in our own Dealer Management System, however, unfortunately, through the Department of Motor Vehicle and other marketing sources such as Polk, for example, this information is available to other companies based on owner registration information that is public knowledge. Our apologies to all of our customers, as well as those from other places of business, but the information is not coming from #1 Cochran nor do we solicit our customers to purchase extended warranty contracts. We offer extended warranty contracts at time of purchase through Easy Care - which is not this company - or at anytime that our customers contact us - but again, we do NOT solicit through any third party source to contact our customer base.

Sincerely,

[redacted]#1 Cochran

Review: I purchased a 2015 Tiguan on June 30th from Cochran VW North. On August 24th I experienced a blown tire while driving. The tire was not punctured or damaged on the driving surface, rather the side of the tire became "rippled" and tore the tire from the inside. The materials provided by Cochran VW North at the time of purchase of the car included warranty information on the tire form the tire manufacturer, Continental tires. The warranty info provided to me by Cochran VW North clearly states that if there is an issue with the tire to return to where the vehicle was purchased. I spoke with the service manager at Cochran VW North who stated that they do not deal with tire warranties and that it didn't sound like a warranty issue despite not dealing with warranties or looking at the tire. I spoke with Continental tires and they stated that I would need to bring the tire back to the dealer who sold me the car and have attempted to contact VW as well but have not been successful in helping resolve this issue with Cochran VW North (the service manager did not accept their phone calls).Desired Settlement: I would like the tire to be evaluated for warranty issues and to be replaced. Continental Tire has stated that if it winds up not being a warranty they will still help to replace the tire, but so far have not been able to get in contact with the service manager.

Business

Response:

I have contacted our Service Manager - Dave I[redacted] with this information and have instructed him to contact the customer as soon as possible. We certainly will offer to look at the tire to find the cause and go from there if any assistance from the tire manufacturer is available.Sincerely,Dirk [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: This issue is many months overdue but I have not had the time to write earlier - now after surgery again and being at home I have decided to write this complaint to possibly help other consumers. (1) I purchased a used 2009 Subaru Forester that has never been anywhere close to achieving the mpg posted and when I called the reason I was given was due to my driving habits over the phone with no info on my driving distances city/highway etc (2) I requested the email address for [redacted] so I could send a message and both [redacted] and [redacted] avoided my request and would not supply and just did not answer my email request at all (3) My car was in the auto body shop for a dent repair that was covered by my insurance and I also wanted the brake lining recall performed --- there are two different locations one for body shop and one for mechanics. When I requested that my car be taken from the body shop to the mechanic it could not be done --- I had to drive back to the body shop return the rental car, pick up my car and drive 1 mile to the mechanic shop and get a different rental car. Thanks for the help. In hindsight I should have been more forceful about this but not feeling well and very concerned about brake line issues I did not push as I should have. (4) I received a notification from [redacted] that someone wanted to buy my model vehicle and call him asap! during the 4 days my car was in the auto/mechanic shop he never had the time???? to check my car or the professional courtesy to update me even after I called and left him 3 phone messages and he is located at the [redacted] dealership (5) there was a second recall of the brake lining coating and I scheduled to take my car to the mechanic shop again and wait for this repair. The service rep told the mechanic on the phone yeah I know we are busy but she is going to wait and she was booked by the boss so we gotta do it ---- while I'm standing at the counter. Neither of them were pleased about the fact that I was there and once again so unprofessional. (6) During this visit I asked them to talk to [redacted] while I was there once again with my car and he was in the building across from the service building and again did not have the courtesy to call or come over because he was too busy. (7) the ultimate lack of customer service ! [redacted] has a shuttle that I could have scheduled but I was never told about this by them, I was told by someone who works with me!

Overall I am pleased with my car, except for the very poor mileage.

I am more than displeased with the lack of customer service and professionalism of the employees, and am sure to let others know. One of my co-workers and a neighbor have both purchased subaru's from another dealer after I told them about my experiences and they both highly recommend [redacted] and [redacted] and have nothing but praise for the service received.Desired Settlement: I would like to have the poor mileage issue addressed. My requests have never been taken seriously or professionally. As a manager I know that some requests are unrealistic, but I feel that mine are not. [redacted] contacted me, and I was responding to his letter. However, I also do not want to spend more time taking my car in and leaving it and being told basically a non-answer. Of course a monetary refund is always welcome. I'm not interested in free or reduced service charges because I do not want to return to cochran and plan on going to another subaru dealer.

Business

Response:

I am sorry for the manner in which Ms. [redacted] feels she has been treated and will certainly address with our team. In regards to the gas mileage issue, we can check for any bulletins or updates on this vehicle, but unless there is a mechanical issue or technical bulleting being released by Subaru, there is not a mechanical fix in regards to gas mileage improvements. If Ms. [redacted] would like her car to be appraised, she can contact me and I will personally arrange for this to be done at her convenience. Sincerely,[redacted]#1 Cochran[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.