Inflection Point Systems

Cochran's diagnosis on 10/16/says: found noise is coming from within rear differential like clutches are chattering and changed fluid and put additive for clutches in with itthey told me it was the axlewhen you drive the car there is a clicking/cranking noise when turning and accelerating at the same timethe vehicle has a hard time going when you do this it also kicks back after you do this and turn the wheel straight

Issue turned over to our sales management in Robinson where car was sold. Advise customer to contact Elaine C*** 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***

Customer brought in their car to have a crank sensor replaced under their extended warranty. About an hour after this work, the timing belt slipped. We contacted the extended warranty company and they asked us to take the top half of the engine off which we did at no charge. The
inspector for the extended warranty company came out and inspected the vehicle and the extended warranty inspector determined that the work we performed on the crank sensor had no relationship or bearing on the timing chain belt slipping. We informed the customer and the extended warranty company did authorize repair of the timing chain as an ADDITIONAL claim - again, NOT related to previous work. The issue is that the customer's extended warranty policy has a cap/limit of money being able to be spent and the customer has about $2,remaining, but the work on the engine is around $5,000. The customer is still in a loaner car from #Cochran as we await their decision on if they want to repair the car and that they would pay the remaining balance that their extended warranty will not cover. We are offering to reduce the work by $as a goodwill gesture. The customer must decide by TUESDAY, NOVEMBER 22nd to either pay for the work to be performed or return our loaner car. Again, the customers own extended warranty company has determined the two instances are not related, and the customer must decide how they want to proceed and we need to know by November 22nd or have our loaner car returned.Dirk H***

In regards to the extended warranty - the customer has been made whole by #Cochran purchasing at no cost an additional year and 20,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 *** Acura or #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***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined
that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like to keep this complaint open until I receive the truck back when it is fixed properly
Regards,
*** ***

This matter was brought to our attention a week or so ago and we contacted customer immediately and fully refunded the amount.Dirk H***

We are addressing the customer's concerns and have exchanged emails with him with his acceptance and appreciation in doing so.Dirk H***

As offered originally - we will replace any key issue that the customer is having. In regards to the repair on the door - as originally stated - we will assist in the repair, but the fact that the customer did not return for over a year to have the work done when offered originally, leaves some of the responsibility upon them as well. Dirk H***

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

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

Revdex.com:
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.Thank you for refunding the $128.43 payment for the service charge from June 9th.  On September 28th the manager called us and told us the head gaskets were getting replaced again as well as the cylinders and radiator and they were going to be keeping the Jeep for a few more days to run it.  We still have a major concern about the possible damage done to the engine.  The last time we picked the Jeep up a loaner was driven to where the Jeep broke down but the service technician started to drive the damaged Jeep back to the Natrona Heights service lot but he ended up getting towed himself.  Additional damage may have been done considering the Jeeps antifreeze was emptied all over the engine.  An expanded warranty on the engine would greatly help our concerns.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Again, I understand that now! But your salesforce apparently does not convey that correctly to force somebody to have a sale by telling them something different! That is my complaint!
Regards,
[redacted]

I am dissatisfied with the used car purchased from  #1 Cochran Automotive, soon after buying the car it broke down. As you can see I brought the car back with no one trying to resolve the problem. The car only start because it was brought to a mechanic that was able to get it back working with instructions to take it to the dealer I just brought it from to look at the car. I spoke with Bill C[redacted] on 7 October and told him about the problem. Just because a car can start up doesn't mean its adequate however, this is the standard #1 Cochran follows. The company needs to take responsibility for the car. I WAS NEVER TOLD I WAS BUYING AN ACUTIONED CAR. I WAS TOLD THE CAR WAS #1 COCHRAN APPROVED AND INSPECTED. The sales agent did not fully disclose the repair history of the car they are responsible for comprehensible neglect. The company motto says, "clearly better car buying," in my case with the 2008 Chevrolet Malibu the choice wasn't clear. The company has no customer service, the only like to manipulate customers out of money by providing bad services.

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,
[redacted]

Our Service Director – Kristen B[redacted] – will be contacting customer to have repairs done.  Thanks,

the $150 check was approved but not sent out by our accounting department but that is being handled today.  As far as the damage on the vehicle - the dealership is not responsible for those and that matter has been explained to the customer and we agreed to pay the $400 disposition fee and the missing extra key for $150 and that was agreed upon by the customer.  Again, as for the damages - those are assessments done when the vehicle is retrieved by the factory - we, Cochran, only inspect the vehicle for mechanical issues.

Apologize for this issue - we certainly want to get this matter taken care of.  I have reached out to the sales management team to get in touch with customer and have this handled.Sincerely,Dirk H[redacted]

I have sent the information to our Management team at the Collision Center in Cranberry.  One of them will be contacting the customer to resolve this issue.Sincerely,Dirk H[redacted]

The customers perception and interpretation of the vehicle differs from ours.  We will not be reimbursing a customer that on his own choosing drove here to purchase a vehicle that he did not like as much in person as he did on line.  We are sorry that we could not provide him with the...

vehicle that he came here with, but it is the customer's ultimate decision to come and choose to purchase the vehicle or not.#1 Cochran

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]