#1 Cochran Automotive

Review: I have been trying to cancel my warrany For months now. [redacted] sold it to me. After leaving 3 messages she would not return my calls. on my 4th attempt she wasn't in that day I chose the option their answering machine gave me. He told me to bring my car in. I drove an hour. He did the paperwork and said he's sending it to monroeville. He has the nice corner office at vw next to infinity. Then a couple weeks ago I left a message for the woman who does the warranty refunds. Suprise, she never returned my call. It's been well over a month since the guy said everything was taken care of and I'd get a check. No one will return my calls and I already made a 2 hour commute.Desired Settlement: I want my warranty refund. I bought it while I was there knowing I could look at it at home and had the option to cancel.

Business

Response:

On Dec 23, 2015, at 3:04 PM, Dirk H[redacted]> wrote:

I have purchased many vehicles over the years and never had an experience like this before. I have been lied to more in four days than I have in my whole life. No one would contact me back so I could go purchase a vehicle not only once but twice. The first vehicle I scheduled an appointment to get it just to find out it was sold when I got there. They told me a couple lies to try to sale me another. I fell for it and tried to proceed with the other. When I called to tell the salesman I wanted it he said great and set an appointment. I was able to go get it a couple days early but my salesman and sales manager weren't there. I tried to get with another sales manager to explain my situation and tell him I wanted to come purchase that vehicle. Hours later I finally got ahold of him thru many phone calls. I told him the whole story and said I wanted to come get the vehicle. He said he would call me back when he got some information. I waited hours just to realize he wasn't going to call me until close to closing. Of course I was right. I then took off work the next day to go bright and early to get the vehicle just to find someone else was in the process of buying it. Not only once but twice this happened to me. That sales manager was a real jerk about everything that has happened to me. I wouldn't recommend my worst enemy to buy from there. This was the worst experience ever.

Review: I was contacted by Infiniti/Cochran that my lease was ending soon and that they would like to take my lease in early before I had completed my lease if I leased or purchased another vehicle with them. This is a common practice as they have done this with me in the past as well on a couple other occasions. When I did this in the past I never had any issues and this time it started off seeming like no issues as well. The first person I spoke to on the phone was helpful and answered all of my questions/concerns, as did the dealership and salesperson once I arrived at the dealership. My concerns were that I was well over my mileage allotment and that I still had four payments on my old lease. I must've asked three or four different times that if I just decided to "buy" my current lease, what would my payments be. I expressed this as a concern mostly because of the mileage overage, I didn't want to have to pay a ton of money for being so far over but also because I still did like the car. The salesman assured me that "buying a lease" vs turning it in and getting a new lease never works out the way you think it will. When I asked him to explain that to me, he said "it just doesn't"... I said ok, but it does if I have pay mileage overage. He then said "look, how many Infiniti's/cars have you leased/owned from us?" I said that this was going to end up being my fifth and that I have been a customer for a long time, he said, "yeah, don't worry about that, we'll take care of the mileage and payments for you". I wasn't really surprised because I had turned in other leases early before and never had to pay the last "x" amount of payments and one other time I was over on miles and didn't end up paying then either so I really didn't think anything of it. A few days later in an email exchange with the sales manager I confirmed and expressed my appreciation for them taking care of the mileage and the payments, to which he responded and then we ended up talking in person, as seeming well. Flash forward now a couple of weeks after I have my new lease, I receive a bill in the mail for almost $6,400 stating that I owe money for the last couple of payments and for being over in mileage. Of course I was very upset but didn't panic, figured I'd call first and see what was going on. The salesman at first acted like he was helping me and that it was a mess up, then acted like he had no idea what I was talking about. I called the sales manager three times and no call back. I sent him an email and finally got a response which was basically him telling me they never agreed to that nor would they have. Yet I have proof! On top of the documented proof I have and I called that out to him, I also said, "why in the [redacted] would I pay $6,400 on a car I no longer have and turn around and get almost the exact same vehicle just two years newer when I originally just wanted to keep my old lease?"... He still hasn't responded or returned my calls. This isn't fair and it's very upsetting. First off I was lied to just so they could sell a new car but also because I have been such a loyal customer and now they are treating me like this and ignoring me. When they sold me the new car, they flat out told me they wanted to "get the deal done that day" because it was the end of their fiscal year and they wanted to make the deal.Desired Settlement: I either want my old car back or this bill taken away because this is not what I agreed to or was told.

Business

Response:

Mr. [redacted] purchased two vehicles from us in a short period of time - #1 was a Q60 that replaced the leased vehicle he is referencing that was over in miles. We invested in acquiring that vehicle from out of the market because that was the exact vehicle he wanted. Within a short period of time, had second thoughts about it and asked if he could return it. At that time, he sent an e-mail that implied that it was assumed that all of his payments and also his mileage overage would be forgiven if he leased a new vehicle. This was 2 days after leasing the new coupe that he eventually brought back. Her is the e-mail exchange:THE EMAIL BELOW WAS 2 DAYS AFTER HE LEASED THE NEW COUPE…I left you a message, if you can call my cell ###-###-####, I would like to talk. Thanks IanFrom: [redacted] [mailto[redacted] Sent: Monday, February 01, 2016 4:59 PM To: Ian R[redacted] Subject: Response from phone callHi Ian, I got your message, so I figured I would email you real quick since youre in meetings. The reason for my call was just a couple questions but before hand I do want to thank you for having the car brought in and being able to take care of mileage overage and the pricing as that was my major concerns with leaving the last lease and starting a new one. Now with the new car, it is very nice and all but it's not really I guess what I was expecting. It's different from my last one and thought it would be closer. It drives different and honestly just feels a little "cheap" if I can put a word on it in comparrison to my other one. It handles differently, little things with the inside, just different. I have no idea if this is something that possible or not but right when I was about to leave I saw a four door q60S or q50S on the sales floor that I did really like and after researching seems like it would be much closer to what I had before from a driving perspective and interior. I've never in my life asked to "exchange" a car a few days after buying so I dont know if that's something is possible or not but I figured I'd jump on asking ASAP. I got the coupe of Saturday at closing time and you guys arent open Sunday, so first thing this morning is when I tried contacting Bill and that's when I found out he was off for a little. When Infiniti first contacted me my main concerns were just my mileage overage and the new price I'd be paying.... Once I got there on Saturday to see the car for the first time it took a lot longer than I expected to get going and at the point it was I just had to go, if I would've driven the car I probably wouldve have done it to begin with. I hope this email makes sense and again I do appreciate all the finances and workings with the other car and having it driven in, it just wasnt what I thought it was going to be. I'll talk to you soon, thank you again in advance, [redacted]______Ian asked to call Mr. [redacted] because what Mr. [redacted] was implying in his e-mail is not what was agreed upon previously. The lease pull ahead program waived 2 of his 4 last payments and did not include any over mileage relief. Ian explained this to Mr. [redacted] on the phone and made it clear that this was never agreed upon. Mr. [redacted] may have assumed that because he had items waived in the past that it was commonplace and thus part of the original deal. At that time, Mr. [redacted] did not dispute that the mileage or 2 of the 4 payments were not waived as part of the program, rather he had additional dialogue about possibly purchasing his old lease outright so that he could avoid the penalties. The downside to purchasing his old car was that the purchase price was approximately $8,000 over the market value of the car so he would have had to pay the overage and then some if he wanted to remain in his old vehicle. Furthermore, he would be in an older vehicle that was either out of warranty or close to being out of warranty and many years to pay for it in a significant inequity position. At that time, Mr. [redacted] decided to move forward with a Q50 lease instead of purchasing his old vehicle. He came back in and returned the new Q60 coupe for a new Q50 coupe lease.When Mr. [redacted] receive the bill from Infiniti for the overage in miles and 2 of the 4 payments on his old car, he again called Ian R[redacted] saying it was a mistake and that he was expecting the dealership to pay that bill. Ian reminded Mr. [redacted] of the above referenced phone conversation and Mr. [redacted] vehemently denied that the conversation ever existed. Mr. [redacted] is looking for us to pay for his obligation and this is a most unfortunate - this was never agreed upon. Realistically, how could the dealership pay for 6,000 in penalties and mileage fees on a vehicle that was returned well outside the parameters of the leasing agreement that Mr. [redacted] signed years ago. This is very unfortunate that he owes these penalties however this is Mr. [redacted]'s obligation and not ours.

Consumer

Response:

Whoever typed that response from Cochran is lying. The conversation did not happen that way. My original conversation was with Bill C[redacted] the salesperson. He is the one that assured me that the mileage and payments would be waived. The only reason that I had originally went with the Q60 was because I originally wanted to just stick with my older lease and I said this to Josh B[redacted] over the phone before even talking to the dealership and then again a few times with Bill C[redacted]. Bill said that things don't normally work out and they kept pushing me towards the new car, stating things like "newer car", "new warranty" etc... I explained that I wasn't concerned with this because my main concern was payment of a newer car or potentially owing anything from being over in mileage because I did not and would not have any additional money to put down because of things that I was remodeling in my house and a family vacation planned, I did not have extra money for a car, so me doing a new car verses paying extra money was not in my plains or first priority. I was told that because of my loyalty with Infiniti that could be taken care of, I would have never agreed to take the EXACT same car to turn around and pay that much money out of pocket because I did not have it. When Ian called me and talked to me after I sent my email, it was strictly in referencing me returning one car and getting another. The only thing that was mentioned about mileage overage and payments was Ian said "any deals worked out with Bill would still be in tact and wouldn't change with me changing cars". I cannot believe the lengths that this company is willing to go in order to now keep a lie going because they don't want to have to pay something. I called Infiniti financial on my own and they told me what the payments would be if I kept my old lease because every time I asked for this from Bill he told me not to go that route, seeming now like this was only said for them to sell a new car. I do not want to deal with Cochran anymore and I do not want this vehicle anymore. I am willing to pay for the mileage that I have already put on the new car and I want out of this and do not want to give them any more of money. Especially now with them unwilling to return phone calls and giving bold face lies. This is not fair and it shows the true business practice of this dealership and company. I am willing to take a lie detector test and also have my girlfriend do the same as she was their for the original business discussion about the payments. Please help me! [redacted]

Consumer

Response:

On Fri, Apr 1, 2016 at 3:29 PM, [redacted]> wrote:HI [redacted],

Review: Purchased a new 2014 GMC Terrain.... Made Deal to purchase accessories dealer cost and installed at no charge....Was Billed $500.00 for said accessories which were to be....Splash Guards front and rear which are a GM RETAIL price of $90.00. Vent shades which we decided not do...And FLOOR LINERS....Splash Guards were installed no problem with those....We were to get floor liners...not flimsy rubber mats...When I called the sales manager [redacted] who made the deal, he was very rude, told me that I'm wrong, we can agree to disagree, and he wont take the mats back, and he doesn't care if we shop #1 Cochran again....Who treats customers like that????? were never given any paperwork on items tho asked for several times...We made a deal, the only thing that was right is the splash guards that are a GM retail price of $90.00 Were billed $500.00.....Have received no refund and no call back from management...We had a positive experience till this I guess they had to find somewhere to be shadyDesired Settlement: I want refunded for the vent visors, and the rubber mats that are not what we wanted......Paid $500.00 the splash guards are $90.00 RETAIL...Honor the deal that was made...accessories that we wanted at DEALER COST installed NO CHARGE

Business

Response:

The customer confirmed twice his order for accessories. They wanted front and rear mudflaps as well as all weather mats for the front seats, second row and cargo area. We ordered everything he requested and installed at the agreed upon price. The vent shades were not available in the form that he wanted. The floor liner is not an available option through GM. The parts were not sold at cost and labor must be paid to have items installed as we have to pay the techs to do the work. We cannot return the mats as they have been used by the customer. We also cleaned the vehicle three times for the customer. However, as a last goodwill gesture on this situation, we will adjust the price to cost on the accessories and refund to the bank (on the loan) $244.40.

[redacted]#1 Cochran

Consumer

Response:

They can refund me via check so that we may purchase the FLOOR LINERS that we were supposed to get in the first place....and now were stuck with useless mats...They knew what we wanted and slid these in because they are overpriced GM mats...Why they wont take the mats back that were in car for 1 day is beyond me...What ever happened to the customer is always right. Never have we been treated so poorly by a car dealership after the sale, EVER and we buy a new car every 2-3 years

Review: On July 27 2013 I visited the #1 Cochran dealer with my mother on West Liberty Avenue in hopes of trading in my car and purchasing a new one. The car I was interested in was a 2011 [redacted]. On July 27th, I handed the salesman [redacted] a $2,000.00 down deposit in cash. There was one issue at the time the dealership did not have the title to the [redacted] just yet so a verbal agreement was made that I could take the [redacted] home they accepted my down deposit and took both sets of keys and my car and when the title came in we would all sit down and do the paper work. The only paper work I signed was agreeing to drive around on dealer plates under their insurance. Around 2 weeks passed by keeping in mind I had been calling [redacted] the salesman every other day about the title situation and they still did not have any answers or a title to the [redacted]. 1 more week passed by and the payment for my car I "traded" in was due. So I made the car payment on my old car while I was driving around in their [redacted]. This is the point where my mother and I had enough. I returned to #1 Cochran on August 14th and spoke to [redacted] the used car sales manager telling him that we had signed no paper work 3 weeks have gone by there is still no title I am still paying on my old car while driving around in their [redacted] there was only 1 set of keys to the [redacted] and the paper work I signed agreeing to drive on dealer plates and insurance expired after five days of me driving off the lot; I was driving unknowingly uninsured. When I asked where my old car was [redacted] replied, "We don't know." [redacted] was extremely rude to my mother and myself when we said we wanted to return the car. August 15th we returned to the dealership and waited for my car. An hour later [redacted] told us my car was sitting on the top lot the entire time. When I saw my car it had residue from sales stickers on the windshield how can they sell a car I'm still paying for? I only received one set of keys in return my owners manual is missing and I have to wait for my deposit.Desired Settlement: This entire situation was a complete mess. I personally do not want anything from them nor would I purchase a vehicle or recommend them to anyone, ever. I would like for [redacted] to work on his customer service attitude, he was extremely unprofessional and rude, I have never seen anything like it. [redacted] had no clue about the [redacted] I understand it is a Nissan dealer, but if the car is on your lot it's your car to sell. I would like for [redacted] to be notified about this situation.

Business

Response:

Mr. [redacted] did receive notice of this issue over the weekend and we will be addressing it today in regards to the customer's concerns. We take very seriously the concerns of our customers and this matter will be addressed appropriately.

Review: Body shop estimated repairs for [redacted] at $1900, then after [redacted] adjuster priced at $2200, body shop raised their quote to the exact same price without doing any extra repair work. When asked about the difference between the original estimate and the final bill, body shop mgr indicated that they 'needed to use [redacted] rates', which fortunately meant they billed an extra $300. Called [redacted] and they indicated there is no such policy. Body shop manager 1) lied about the reason for the cost difference and 2) retained the original estimate documentation so that I could not challenge the difference after the fact (unfortunately I did not keep a copy).Desired Settlement: Refund for $300, the difference between the original estimate from Body shop and the actual cost of repair.

Business

Response:

Customer has spoken to our Collision Manager[redacted] as well on this issue. The customer came in for an estimate and at the time did not state if they were going through an insurance company. Our estimate was completed based on what we saw for the repair. The cutomer then presented an estimate from [redacted] and we found additional items that [redacted] approved to be repaired that were not part of our original estimate. In oreder to ensure the customer would have all work performed as approved by the insurance company, we mirrored the work approved from [redacted] estimate which is what caused the price difference. Again, the difference was in the amount of work approved by the insurance company to be performed and #1 Cochran wanted to honor the exact work approved by the insurance company to provide the cusotmer with the full work allocated and to not have potential issues down the road if another claim or issue arose on the repair. Our estimate and work performed matched that of the insurance provider.

#1 Cochran

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].

While I accept the business response, I remain displeased as a consumer with the manner in which this was handled. Business did not communicate key facts in a proper and timely manner. Business should have advised me of the increased cost associated with the repair before vehicle repairs were begun, and the itemized tasks leading to increased cost compared to original quote, so that I might have had an opportunity to obtain an alternate quote from another collision shop.

Regards,

1 Cochran customer service is terrible. They are nice if they can get you a deal but if they cannot get you a deal forget it they will not return your calls. The only way they return your call if you complain.

Review: They sold me an as is car that they know they put the wrong 02 sensor in. To get it ready for saleDesired Settlement: I want them to pay or put the right part in.They are aware that I have had it in to be fixed and what needs to be done

Business

Response:

Issue turned over to our sales management in Robinson where car was sold. Advise customer to contact Elaine C[redacted] at ###-###-####. An oxygen sensor was replaced during initial inspection through our shop, but no notes after that of being the wrong one that the customer is claiming. We would be happy to look at the vehicle for the customer if we have not already. Dirk H[redacted]

Review: I kept taking my car for a oil change they were supposed to rotate my tires and check all my fluids. They did not do this they told me I needed 2 new tires and that my transmission fluid was fine. I checked it myself and it was not find it was low. Thy told me to bring it back in and they would fix the problem. I brought it back in and it was due for inspection they told me I needed wiper blades and rear brakes. I had them do the new back blades and got the PS state and emission inspection. As soon as I left and got to the light I realized that one inspection sticker said 2015 and one said 2016. I called them again and informed them of this and they told me not to worry about it. I pulled up to my house I backed up to parallel park and my brakes would not stop they squeaked and the brake light came on saying service brake assistance and also the abs and tc lights also came on. I went to get out of my car and then tried to get back in and could not open the door. I called and told them and they told me to bring my car back in. Now my door is broken and the back brakes they put on are faulty. I do not feel comfortable bringing my car back to them ever again. I am scared to drive my car it is not safe. I Would not expect any of this to happen at a supposedly reputable dealer like #1 Cochran.Desired Settlement: I would like them to pay for the necessary repairs to be done at an honest and reputable Cadillac Dealer of my choice as well as refund my money. This has been going on for too long now and I have tried to contact Rob C[redacted] to get this resolved and never got a response. I have talked to the Manager several times and he would not do anything. I have spent too much money at # 1 Cochran and I will never buy a car from them again.

Business

Response:

Vehicle has not been in our shop since June. At that time, customer took vehicle to our Ford store which is not adequately set up to address Cadillac issues specifically, besides routine maintenance. The prior work stated was in April 2015. Due to these time lapses, I do not feel we are responsible for any reimbursement or paying for work done elsewhere until the customer allows our Cadillac service facility to inspect and verify her concerns - of which most were not present that she is now stating. If customer would like to make arrangements to have the car looked at again our Cadillac facility, we will be more than happy to provide a complimentary diagnosis. Vehicle is a 2007 model with over 88,000 miles in June.Dirk H[redacted]#1 Cochran

Business

Response:

Again, we would be more than happy to diagnose the vehicle at our [redacted] GM location at no charge to the customer to determine condition and causes.Dirk H[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Again, I will not bring my car back to the dealership, due to the damage that has already been done. I do not trust this dealer. I would like them to pay for my car to be fixed at a reputable Cadillac dealer, or maybe they would like to buy my car back for the price that I paid for it a year ago since according to the dealership there are no problems with the car.

Regards,

Review: I recently bought a 2008 Jeep Wrangler at #1 Cochran in Natrona Heights. Less than a week after purchasing the vehicle I began to experience problems. There were electrical issues with the running lights not always working, I lost my brakes approaching a stop sign, the windshield wipers were not replaced as indicated on the service report, and I was having issues starting the vehicle. #1 Cochran agreed to make the repairs at no charge to me. However, after getting the vehicle back, the electrical problems persisted. The running lights were not working and the vehicle was still having trouble starting. My salesman told me that the service department found nothing wrong with the starter and could not find any kind of electrical problem. However, I continued to have problems starting the vehicle. I took a video of me trying to start the car without any luck and sent it to my salesman. He said that he would have the service department look at it. He then agreed to meet me for a second time, swap vehicles, and have the problem fixed. However, when the day came for us to swap, there was no contact made by #1 Cochran. Having not heard from my salesman or the service department, a call was made to request that the repairs be made to my vehicle. My salesman texted me stating that the head of the service department would be calling me that day to get to the bottom of my issues. Several days have passed and I have yet to receive a phone call.Desired Settlement: I would like my car to be repaired in a timely manner and receive some sort of compensation for this issue lasting for nearly 2 months now.

Business

Response:

Below is the response from the sales consultant who has been working with Mr. [redacted].

Mr. [redacted] purchased this vehicle about two months ago. There was a service issue that occurred with the break lines and we had the repair done at an outside shop. Mr. [redacted] then contacted me a week later because of the problems he had with the starting of the vehicle. I drove all the way out to his house and picked up his vehicle. I gave him a loaner at the time. We had his vehicle in and repaired the door hinge and also checked out the break line work that was done. For 5 days in our shop, the vehicle did not have any issues starting. I personally drove Mr. [redacted]s vehicle back out to him at his place of work in Ligonier PA. Two weeks later, MR. [redacted] sent me a video of the car not starting. I told him that we would have to get it in again, but he didn’t want to bring it out here. I offered to pick it up, then he texted me saying that he was reading online and this was a problem with the wranglers and no one could figure out how to fix it. He told me he was going to just deal with it and I told him I would be happy to get it back in here. That was a couple weeks ago and this is the first I am hearing about there being a problem again. I will do whatever is needed to help Mr. [redacted], but he has been asking for money back from the start, which makes no sense at all. Please let me know how I can help.

#1 Cochran Allegheny-Valley Mega Center

My parents have purchased 6 vehicles from Cochran. I decided to shop there as well. I purchased a 2005 Saturn vue with 70,000 miles on it. Before driving it off of the WARRANTY INCLUDED lot, I noticed the brakes were squealing. They told me they checked them and this ended up not being the case. A week after my purchase the battery died. A week after that my brakes went. Rotars, drums, sensors, battery all within the same month of owning this vehicle. I started to have ants everywhere which I was told they didn't think it was an issue. The sunroof was open and that was how they went in. About two months later my radio went and all you could hear when the vehicle was on or off was static. My engine would also not start. I owned the vehicle for about 6 months and everything needed replaced. We were in contact with the dealer the ENTIRE time this took place. Mind you, this vehicle was not off of the as is lot. It came off of the warranty lot. 3 1/2 hours from home without a vehicle for the entire time I owned it. I went into the dealership and flipped out. They were very rude and arrogant. They told me it wasn't their problem. After about two hours of arguing I left without anything. I left the Saturn there since it only turned on once in a while. I drove to and from Pittsburgh at least once a month. The dealership did nothing to help me, they started ignoring my calls and they were just absolutely ridiculous. We finally came to an agreement. I would get the price of the Saturn off of a brand new encore and they would pay off my loan from the other car. When I went into the dealership to pick up my car I was told 11,500 out the door. The Saturn's loan would be paid off and this new encore was AWD. when we got to the dealership the Encore was already out front ready to go. They switched my plates and took the stickers off the door. When we signed the papers for 18,000 I knew it was a scam. The car WAS NOT AWD. This was the first lie. THEY DID NOT pay off that loan. They added it to my new one. 11,500 out the door was without the loan they told me was already paid off. The sales manager, the service manager and the head of the Robinson location have been lying from day 1. I have never been so angry with a company before. They do nothing but lie and scam. I contacted Buick and they contacted the dealer themseleves and it was the same issue. They were ignorant and rude to the head of Buick. I am just disgusted that a company can even get away with something like this. My parents bought a brand new 2015 Acadia before we had the issues with my car. I would NEVER recommend this dealership to anyone! Take your chances buying a car off of a random person before you even dare go to cochran. I was reading the reviews before I posted is and it seems like everyone else agrees! Save yourself the stress and issues and go to another dealership! To have a vehicle picked out before someone was even at the dealership when it already had miles on it and your old plate on it is just not right. We knew something was wrong but we were stuck. Get screwed on the Saturn or take a hit and buy the brand new vehicle.

Review: I purchased Certified Nissan Pathfinder vehicle on Friday, July 31st and only had the vehicle for 3 days before having to bring it in for a new transmission and it is now August 31st, an entire month has past and my vehicle is still not repaired. The certification check was not done as stated on agreement. Fluid levels were empty, transmission defective, rear backup screen defective, gasket leakage, not detailed as promised. Dealer has not responded to my requests regarding updates, just a read receipt of email confirmation. I paid the vehicle in full, but have not been able to drive it since date of purchase. The vehicle was sold to me and released with major safety concerns that were not addressed. Please see below...

Email Sent to Dealer: Per our conversation on August 3rd, 2015, can you please provide me a progress update on I purchased the vehicle on Friday, July 31st and only had the vehicle for 3 days before having to bring it in for a new transmission and it is now August 31st, an entire month has past and my vehicle is still not repaired.

my newly purchased Nissan Pathfinder. I have not heard from your dealership as of today, August 31st, 2015. (No Response From Dealer)

I came into the Service Department on Friday, August 28th, 2015, and spoke with one of your service technicians and he was unaware of the progress of the repairs on the vehicle. He had mentioned that the gaskets were leaking as a result of the transmission install and that your service department was still waiting for parts. If you can provide a detailed breakdown of what has and will be repaired on the vehicle, that would be great. Also, can you please clarify, why the gaskets are leaking as a result of a new transmission install.

Please provide part numbers for the transmission, camera screen, and any other parts replaced. I also noticed that the rear interior trunk door cover had been removed and was all scratched up and I requested that it needed replaced in the discussion with the technician. I also notice scratches under all four entry door handles and the fog lights had not been installed yet.Desired Settlement: I want some type of inconvenience reimbursement, 5-year extension of bumper to bumper warranty at dealers expense due to unforeseen issues in the future, compensation for Insurance paid but not used due to vehicle not being used because of dealership error.

Consumer

Response:

I would like to proceed with the following request especially to extend bumper to bumper warranty. Not sure if vehicle will be repaired accordingly as more issues have risen with vehicle upon repairs started. This has been the most traumatic car buying experience ever. They don't provide feedback, nor respond to my feedback requests. This is not the appropriate way of doing Business and treating consumers. I purchased Certified Nissan Pathfinder vehicle on Friday, July 31st and only had the vehicle for 3 days before having to bring it in for a new transmission and it is now August 31st, an entire month has past and my vehicle is still not repaired. The certification check was not done as stated on agreement. Fluid levels were empty, transmission defective, rear backup screen defective, gasket leakage, not detailed as promised. Dealer has not responded to my requests regarding updates, just a read receipt of email confirmation. I paid the vehicle in full, but have not been able to drive it since date of purchase. The vehicle was sold to me and released with major safety concerns that were not addressed.

Business

Response:

We have been working with and in communication with the customer. From the time he purchased the car till today, we have offered many options. At time of sale, customer inquired about fog lights and we offered to sell them to him at cost, but was declined. Upon hearing from the customer of a transmission concern - we immediately had the car brought back to diagnose. Upon finding it needed a new transmission, we offered the customer that we would take the car back at the full cost he paid. Customer declined and wanted to keep the car. We offered alternative transportation immediately to not have any inconvenience without a vehicle. After just a few days of being in the original loaner vehicle, customer called back and stated needed a larger vehicle, so we arranged to provide him a full size SUV. At time of sale we also offered the customer a deep discount on an extended warranty, which the customer declined at that time. Unfortunately, there is no indication of potential issues with a vehicle unless an indicator light is on, or a condition is noticed while driving. Based on the fact the customer purchased the car - it is evident that the issue with the transmission was not noticeable to anyone at time of sale. It is unfortunate that this occurred, but cars are mechanical pieces of equipment and they can and do have failure, but similar to a light bulb - you do not know until the light bulb burns out or the car fails as well. We have provided the customer with many options and services. If the customer would like to purchase an extended warranty, we will offer to sell it at a reduced rate of 35% off retail pricing if he would wish. If not, we will have the vehicle repaired and returned to the customer by no later than next week.Sincerely,Dirk H[redacted]

Consumer

Response:

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

Business

Response:

Customer last spoke with our Service Manager - Jason C[redacted] - on Thursday. At this time we are waiting on a panel for the rear hatch to come in and customer is aware. This delay is at the request of customer for us to replace the hatch cover which we are doing at no cost. We have also installed the fog lights per his request at no cost, and have completely detailed his vehicle as well as had paint chips on the hood fixed - all at no charge to the customer. The panel is due to arrive tomorrow and once it is here and put on the customer will be able to pick up their vehicle and provided all documentation of repairs. In regards to the repair, the issue was very slight as noted based on the customer test driving the vehicle and not detecting at that time as well. It also took our certified trained transmission technician multiple times of driving to reproduce the issue, so the safety factor was not as prevalent as the customer states as the computer system had not yet detected an internal failure, as customer states the check engine light was not on, which is the indicator of an issue. We would be happy to provide the customer an extended warranty package of their choice at our dealer cost if they would so desire.Dirk H[redacted]#1 Cochran

Consumer

Response:

I am asking that they extend and provide 3-yr. extended bumper to bumper warranty and replace the rear backup camera and screen as stated on August 3rd. He has had the vehicle for over two-months now. Unacceptable.[redacted] ###-###-####

Review: I looked to purchase a pre-owned vehicle at the dealership. I looked the day the vehicle arrived but was unable to secure a test drive as they needed to perform services. So I waited until it was completed to arrange a test drive but they still needed to secure a recall repair before a final sale. I put a vehicle hold of $1,000.00 as they kept on stating they are having numerous people contact them about the vehicle. I told them I need to secure financing on my own before continuing on the purchase. Due to their value of my current vehicle and the current loan on the vehicle along with their sale price of the vehicle, I was unable to justify the monthly payment of this vehicle. I was checking my online banking and noticed that the hold was then cashed WITHOUT my consent or agreement of which we had none. Numerous employees also assure that this hold was to be used towards a downpayment if the sale was finalized.Desired Settlement: I am just asking for the "hold' price of 1,000 dollars to be refunded.

Business

Response:

Refund is being processed and we apologize for any inconvenience.Dirk [redacted]

Review: While my husband was driving our 2012 VW GTI, the car stopped going into gear. He was able to coast to a safe place. He scheduled a service appointment at #1 Cochran VW in Wexford and we had it flatbed towed there.

The day of the appointment, a service adviser first requested an authorization for a $2200 clutch & flywheel replacement before the vehicle was even looked at, and then advised my husband against contacting VW Customer Care to make a warranty claim. He claimed that an ECU modification will void the warranty, to which my husband corrected him that it was NOT something done to the car. This makes the adviser and the service techs seem unknowledgeable about the vehicle and unqualified to work on it. My husband was told later, by another adviser, that they've looked at the car and that it needed a clutch & flywheel replacement. Skeptical of the team working on the car, my husband called VW Customer Care.

Although she sounded helpful, our Customer Care Representative made no contact beyond leaving voicemail to the dealership in over a week on our case. She called my husband each day to say that she will call tomorrow with more information. The case was picked up by a second representative who was also unable to answer our questions or resolve our situation in a satisfactory way. Her only answer to our repeated concern about the techs working on the car and the lack of information we were given was "We trust the technicians that work at our dealerships."

The dealership told us that the clutch "wore out" after 3 years and 32,000 miles, and that it was not covered under warranty because it is a wear item. We could get no other details about how or why this clutch failed so soon and we were denied the opportunity to inspect the clutch and its components. There are many documented cases online of the same year, make and model having the same issues (stops going into gear) due to the pressure plate failing, and these cases being covered under warranty.

The most expensive item on our higher-than-quoted final bill of $2439.93 is the flywheel. This part is listed plainly as "Covered Under Warranty" in the warranty booklet that came with the car, and when I asked Customer Care about it, they said it was not covered because it is a wear item. Wear items are explicitly listed as "Not Covered", so the flywheel cannot be both a covered part and a wear item.

Overall we paid over $2500 for towing and repairs and we were without the car for 18 days. Our experience with each employee of the dealership and Customer Care center was poor. We were even contacted after the fact by someone at the dealership to see how things went for us. Though we told her about our dissatisfaction and were promised future contact with management, we never heard from anyone again.Desired Settlement: Because so many other documented cases of the same issue were completely covered under warranty, our car should be as well, in the form of reimbursement of our $2439.93 bill. At absolute minimum, the cost of the flywheel component, plainly stated as covered under warranty, should be reimbursed.

Business

Response:

As was explained to the customer, the clutch was worn from usage. There was no defect found with any component, thus not enabling us to submit to VW for warranty. The manufacturer, in this case VW, is who authorizes and ultimately pays for such repairs, and this claim would not pass for warranty payment under the reason of no mechanical defect. The flywheel had to be replaced due to excessive heat damage incurred from the clutch slipping - again, not from a defect. As the dealer, we would obviously prefer to have the manufacturer pay for the repair and not the customer, but we cannot expect payment from the factory under the warranty contract in regards to wear and tear versus a defect. We empathize with the customer, but #1 Cochran has to rely on the manufacturer for payment when applicable and this was unfortunately not a situation that we could submit under warranty and thus would not be paid by the factory for the work performed.Sincerely,Dirk H[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

No offer was made. My husband is the only person to drive the GTI and has driven a manual transmission his entire life. Never has he had a clutch completely stop functioning, while driving, with no advanced warning. I find it nearly impossible that he wore out a clutch in 32,000 miles if it were made of any quality materials. With all of the other clutch complaints about this exact year, make, and model that appear on various online forums, it is extremely difficult to believe that the quality of the stock parts being used is what it should be. There is also no reason that we should have been denied the opportunity to look at the removed clutch. We could have had a higher quality clutch put in by another shop for less cost, but we weren't told that it wasn't eligible for warranty coverage until the work was being completed, eliminating that possibility. When a company's response to customer concerns is essentially a verbal or written "shoulder shrug," the company will lose customers.

Regards,

Review: On December 26, 2013 I had my 2006 Mazda 3 in for service at this dealer. After waiting most of the day to hear any diagnosis I finally received a call from the service consultant. He informed me via telephone and technician report that my car's transmission was worn out and I needed a new one. He got me a quote on a remanufactured one beginning at $3000. I told him I would not be getting that and I would pick up my vehicle. Once I finally did get my vehicle it wouldn't start, dead battery. That's not their fault, it was cold and I needed a new one. Anyway, I had been looking for a new vehicle and I thought I'd get a second opinion on my car since it was still drivable. I took my car to [redacted] about 11 miles from the dealer. [redacted] called me the morning of my appointment to confirm they have the car and it needs a new battery. By the afternoon they called again to tell me that the warning code AT was tested by them. It said there was an issue with the torque converter. They then saw that I had half the amount of transmission fluid needed for my car to function properly and half the amount of oil I needed. They refilled the transmission fluid, the code went away and it shifts like it used to. They said they don't know without opening the transmission if it's damaged from driving on low fluid, but visually there are no issues and it shifts like it is supposed to.So the dealer tried to get me to spend 3000 on an unnecessary repair, I paid 112 dollars for the wrong diagnosis and for 65 dollars at [redacted] my car was correctly diagnosed and fixed.Due to their failure of correct diagnosis and failure to check fluids I could have potentially paid for an unnecessary repair. I believe they were trying to scam me because I'm a female and wouldn't know any better. I've taken a survey from Mazda and reported this same issue.Desired Settlement: I would like a full refund of what I paid them for diagnosis.I have the service papers from this business as well as [redacted] as proof of service and diagnosis.

Business

Response:

In speaking with our management team and certified trained Mazda technician, it is still our opinion that this vehicle does need the transmission replaced. The service performed at [redacted], in our opinion, was a band-aid to the issue and that the customer will find out that adding fluid is not going to permanently fix her concern. Our technician is a certified trained Mazda technician that works on these cars every day and we trust his opinion. Our diagnosis has nothing to do with whom the customer is - but from what we see in the vehicle. In this case, we see a transmission that does and will need to be replaced. I can fully understand the customer's situation in regards to the expense of this repair and not liking to hear that news, but it is our responsibility to present to the customer the findings we determine and the proper fix to the situation.

Sincerely,

#1 Cochran

Consumer

Response:

I believe this response is merely an attempt to placate me. I disagree with their findings. [redacted] technicians are certified transmission specialists, I don't care what a Mazda generalist has to say. Also if the solution is just a bandaid why didn't the dealer bother checking my fluid and offer to refill it? Why wouldn't [redacted] want my business to replace the transmission if it is really that bad?

I'm completely offended by the response and I'm not hesitating from posting it on every web review board I can. I've informed Mazda already about this terrible service and I will never recommend this dealer for service or car purchase to anyone I know. If my 112 dollars is worth all the bad word of mouth then fine.

Regards,

Review: 2009 Mistubishi Eclipse purchased from Cochran Nissan in February 2013. Vehicle was purchased with an additional warranty and additonal key care program.On 11/13/14, I contacted the dealership and spoke with [redacted] regarding the key care program and receiving an additional key for my car. He advised that I needed to take the car to a local dealership for a replacement key. Since I had only received one key at the time of purchase I was unable to do so. [redacted] explained that sometimes with used car purchases, they only receive one key from the previous owner. After speaking with [redacted] at the warranty company, she notified me that the contract was invalid because I only received one key at purchase. The salesperson, [redacted], knew I had only received one key yet sold the add on key replacement plan. This brought up another concern I had with this dealership. In May 2013, shortly after purchase, the air conditioning control unit was replaced under the warranty agreement, however there was a deductible of $100 that needed paid, even though the original contract I signed had an X in the box to show there was NO deductible. When I contacted the dealership, the finance manager said that's they way the paper printed and I had to pay the deductible. The contract clearly shows that the box is checked under NO deductible, I had initialed other portions of the contract and if there was an error on the contract, it should have been corrected and initialed.Desired Settlement: Total refund of the key care program cost.Refund of the out of pocket expense from the air conditioning failure, $100.00If it weren't for the second issue, I would not have thought the first issue was deliberate.

Business

Response:

We will certainly cancel and reimburse the cusotmer for the Key Care Program, and will process that today. In regards to the extended warranty, the paper the customer is referencing is an application, and if our printer was off line, we certainly apologize, but the customer did receive the formal documentation from [redacted] stating the customer has a $100 deductible and that is why the charge was applied on the repair of the air conditioning. The customer's policy would have been at a higher rate had they desired a $0 deductible.

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.

Regards,

Review: I purchased a 2008 Dodge Nitro through #1 Cochran on January 26, 2013. I started having problems with the heat immediately and #1 Cochran signed a WE OWE stating that they would fix my heat to factory condition. My vehicle has been in #1 Cochrans service department at least 9 times. Either they tell me they had to flush the line because it was clogged or that my heating core was bad. Now they have replaced my heating core twice in less than a year. On Friday my vehicle broke down on my way home from work, my entire passenger side was soaking wet with ALL of the coolant from my vehicle. My vehicle is currently at #1 Cochrans service department and NOW they are telling me that they are not covering the repairs. I am fed up! I have owned my car for 1 year and 2 months and its been in the shop so many times I cant take it. I still owe $10,000 (+) for this vehicle and I cant afford to constantly pay to have repairs done by a car should be reliable. The service department thinks its a joke that Im upset and Im done. I dont want this car anymoreI want a full refund so that I can go to another dealership and get a better car. I have 3 jobs, 1 that requires me to drive 100 miles a day and I cant have a car that is constantly in the shop or breaking down. On top of all of the times its been in the shop, #1 Cochran has returned the car to me with NO gas in it, when they received it with a full tank, or their service department has smoked in my vehicle putting ashes ALL over the front dash and center arm rest of my car. I am so unhappy with the way things have been handled with my vehicle at #1 Cochran. I will NEVER purchase a vehicle at their business again. I just want them to take the car back and give me a FULL refund for what I signed my papers at. I dont want this car backIm DONE with dealing with this company.Desired Settlement: I want a full refund on the vehicle in the amount of what I signed the papers at.

Business

Response:

This vehicle has had repairs on the heater core. The first was at 29,965 miles and a new heater core was put in the car at no charge to customer - this was in February 2013. In May of 2013 (37,052 miles), we did a replacement of the failed part again under warranty at no charge to the customer. In October of 2013, we found the core to be fine and provided at no charge to the customer a flushing of the system. The vehicle now has 68,411 miles on it, so over 30,000 miles since last replacement part and there is no warranty covering a repair after that many miles. We are willing to repair the vehicle at our internal cost, but the customer would be responsible for paying that amount. We have also provided transportation to the customer and will continue to do that if the repairs are approved and paid for by the customer. If not, we will no longer pay for the rental car past Thursday, April 10, 2014. I am sorry the customer is having these issues, but there is not a lifetime warranty on these parts and unfortunately items do fail on cars. We have provided her multiple repairs at no cost to her since ownership.

We would be more than happy to assist her in trading out of the vehicle, but only at current fair market value on the car as a car that was sold with around 28,000 miles does not have the same value of a car now at 68,000 miles.

#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 understand where [redacted] is coming from but his office signed a WE OWE saying that it would be fixed, it still isn't fixed and I'm not paying for these repairs. I'm not saying that it should have a life time warranty, but what [redacted] needs to realize that they sold me a LEMON and told me it would be fixed and it still isn't fixed! I'm currently in contact with an attorney and a news station because this is uncalled for.

Regards,

Review: This also concerns Product, repair, & service. Dropped off Fiat 500L on 9/24/13, spoke with service mgr [redacted], he suggested it was the wiring cluster, said he would call later. 9/25, 26, 27 & 28/13 the response as follows: I'm the 1st person in the US to have this problem and the engineers at Fiat have no knowledge on how to repair their vehicle. He stated that all wiring & electronics were being tested & reset twice and the problem has reappeared. On 9/28 I contacted Fiat USA spoke with [redacted], he advised me someone would be in touch and I was given case #24006121. On 10/1 I spoke with resolution specialist Rachel, response was Fiat is still looking into problem. On 10/3 spoke with sales mgr, [redacted] from Cochran #1, requested a phone call from owner, [redacted] and was referred to[redacted], who advised me that Chrysler reps were now involved. He also stated that Cochran has nothing to do with it and it was up to Fiat to resolve, which I do not understand because they are the ones that sold me the product and will service it in the future. My car was purchased on 7/30/13 and had less than 2,000 miles. As of today 10/7/13 I have yet to hear from either Cochran #1 or Fiat USA about possible resolution to this problem. I am now making payments on a brand new vehicle that I don't even have. If nothing is done I will be contacting the consumer advocates at the local news stations and newspapers.Desired Settlement: I feel that a vehicle should not be experiencing these major problem with less than 2,000 miles and less than 2 months old. I am very concerned that if this particular vehicle is returned to me that I my have the same issues on a regular basis, it may result in further damage, and the safety of all that ride in the vehicle is at risk.I would like to have a brand new vehicle of equal or higher value.

Business

Response:

Mr. [redacted] has a clock and date issue on his Fiat, where the clock is 'losing time' and the date will randomly change. Both these conditions are recognized and have been sent to the appropriate parties at Chrysler Corporation. The vehicle does not have a safety or lost value issue based on these functions and again, we are working with Chrysler engineers for a solution. The cusotmer has been provided a loaner vehicle (another Fiat) at no cost to him as well. Whereas I can understand the customer's frustration and that is equally felt by us in trying to repair his clock and date issue, we feel that #1 Cochran has followed all the appropriate steps working with the manufacturer and have provided the customer with alternative transportation while trying to resolve the issue.

#1 Cochran

Review: 8/8/2013 - Car purchased with 37,676 miles. Also purchased extended warranty for 36 months/75,000 miles Add On, $0 deductible. (Note this was the second car in under a year purchased from Jim P[redacted] at Cochran used car center) This would have covered the car until 8/8/2016 or 112,676 miles.

1/1/2016 - Noticed car making noise

1/9/2016 - Took car to Cochran Ford of Allegheny Valley for Oil Change (Invoice [redacted]. Asked them to just listen to the sound. They recommended I take to Acura

1/13/16 - Took car to [redacted] Acura in [redacted] (Invoice [redacted]). They found that it needed a new alternator, which was covered by my extended warranty. However, when they called they were advised that the warranty expired. After over 20 phone calls to various people at Cochran that day and the next trying to get a hold of Larry D[redacted] or whoever could help clear this up, I was finally told to take the car to Cochran Mazda and they would take care of everything. Had to pay [redacted] $104.86 which Larry told me would be reimbursed. I did receive this reimbursement promptly.

1/14/16 - Drop car off and am given a loaner. No communication the next day and ended up with the vehicle over the weekend. Also told they were going to do a multi point inspection in order to "re-warranty" the vehicle.

1/18/16 - Pick car up and the sound still persists.

1/25/2016 - I was informed by Larry that I had been given a new 1yr/20,000 mile Add On warranty but any work done would be a $100 deductible...not what I originally purchased.

1/28/2016 - Take the car back to [redacted] Acura because the sound still persisted. Now that I had a new warranty, I didn't want to take the car to Cochran and wanted it fixed right. This time they found that some pulleys need to be replaced. Again they tried to call the extended warranty company but this was denied due to a "pre-existing condition". Again after several phone calls to various Cochran phone numbers I am finally told to take it back to Cochran Mazda. Once there I am told that I can't get an appointment until the following week.

2/2/2016 - Show up for my appointment and drop the car off. Again, little to no communication throughout the day unless I initiate. When I finally do talk to Chris in Mazda service, I am told that the parts are 7-10 days out but the tech says the car is safe to drive and I can come pick it up. I show up at around 4:30 as I told Chris I would and my car isn't there. A few calls are made and I am told that my car wouldn't start and the tech has left for the day. Chris has someone from [redacted] come get me and put me into a loaner.

2/3/16 - No update until I initiate but am told now the starter is bad and that it should be in by Friday 2/5 but most likely not until the afternoon. So now, I am in an [redacted] car until at least Friday.

2/5/16 - No update from Chris at Mazda as to whether or not the part came in and received no call back. Stuck with the [redacted] car for the weekend.

2/8/16 - No update from Chris even several hours after a message was left. Finally, I walked into the shop at around 1pm. Only then did he call the service department, find out that the starter was installed and had the car brought over. At this time, I am still waiting for the pulleys to come in and be installed and will be stuck with a $100 deductible for the next 1yr/20,000 miles.

2/12/16 - Pulleys came in and took the car in early. Contacted Mazda service at about 3pm and was told the car just showed up. I asked "is it still making the noise" and was told No. Picked up the car and sure enough, the noise is still present. I ask the service manager (Paul was covering for Chris) to come out and listen, he clearly hears it and says that I will need to bring it back. Also said that Chris would contact me Monday with an Invoice and to schedule next appointment.

2/15/16 - No call back

2/16/16 - Left a message with Chris, no call back

2/17/16 - Called Chris and had to again explain that the issue was still there. Said he had to contact Larry to see what to do. He wasn't even aware that the car was still making the noise. Chris also advised that he would be mailing my invoice.

2/24/16 - Have yet to receive mailed invoice from Chris at Mazda. Emailed Larry to find out what I need to do (as of 3/16, I have yet to receive this invoice)

2/24/16 - Emailed Larry, no response

2/25/16 - Emailed Larry, no response

2/29/16 - Emailed Larry, no response

3/4/16 - Called [redacted] to discuss my options and spoke to [redacted]. He informed me that I should contact Cochran but after I explained to him that I could not get Cochran to call me back, he agreed to have underwriting contact Cochran directly. [redacted] advised me to call [redacted] back if I did not hear from anyone in a few days

3/10/16 - No contact from [redacted] so I called. Spoke to Virgil and had to explain my problem all over again. After being put on hold for 15 minutes, he came back and said that underwriting had called Cochran and left a detailed message with Harry. At this time, Cochran had not returned [redacted]'s call. After finally making Virgil understand that Cochran entered the original contract into [redacted]'s system incorrectly, he tried to tell me that I need to contact Cochran. At this point, I asked Virgil to have [redacted] contact me since I feel that [redacted] understood the underlying issue better. After [redacted] contacted me, he again told me that nothing can be done without Cochran but did ask that I email him my original contract, which I did.

3/14/16 - Spoke to [redacted] and they advised that the original contract that I signed contained terms that were not available at that time and there is nothing they can do. Also spoke to Jim Powers who provided me his cell phone and asked that I call on 3/16 so that he could discuss with Larry.

3/16/16 - Called Jim's cell phone. He stated that he already talked to Larry and that Larry said that I have a warranty and that the $100 deductible "is what it is". I explained to Jim that while I have a warranty, [redacted] is considering the issue pre existing and will not fix it under the new warranty. Jim advised me to contact Travis M[redacted]

So basically, I was sold an extended warranty that didn't exist. Had Cochran told me that when they went to enter it into [redacted], I wouldn't have purchased an extended warranty that only covered 37,324 more miles. Instead, Cochran put it through, I feel, in hopes that I would never need it.Desired Settlement: I would like to get the car fixed once and for all at [redacted] Acura in [redacted]. Since this should have been covered by original warranty, Cochran should cover the entire repair. Furthermore, since the original warranty I purchased had a $0 deductible, Cochran should reimburse me the $100 deductible should I need any further warrantied work done under the new contract.

Business

Response:

In regards to the extended warranty - the customer has been made whole by #1 Cochran purchasing at no cost an additional 1 year and 20,000 mile warranty for the customer. In regards to the issues with the vehicle we have addressed, again at no cost to the customer, the diagnosed concerns - whether at [redacted] Acura or #1 Cochran - for the alternator, starter and pulleys. The issue now is a noise, that to our understanding has not been identified as a mechanical failure of any parts, thus not being able to be fixed as no known concern. We have stepped up multiple times for this customer and taken care of the issues. We do not have a diagnosed situation for the noise of the current situation and the customer has been driving the car for over a month with no mechanical issues or warning lights that we are aware of - other than a noise.Dirk H[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The new, 1 year and 20,000 mile warranty, that was given at no charge now comes with a $100 deductible. So while there is a warranty, it is not the one I purchased at the time of buying the car.