Business Profile

New Car Dealers

#1 Cochran Automotive

Complaints

This profile includes complaints for #1 Cochran Automotive's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

152 total complaints in the last 3 years.
46 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My experience with the service department in ******** was horrible with absolutely no communication! I dropped my car off on a Tuesday morning with a check engine light and an unusual sound when braking. I explained my car had recently been inspected and was assured it was not my ********* check-in call Tuesday or Wednesday to say anything about my vehicle. After trying to call numerous in the past 2 days with no response, my *********** stopped in Thursday to see what was happening. I was reassured they were working with "***************" as they were able to reproduce the sound, but didn't know what it was. ****, the service manager, gave us his cell number and said we could check in personally with him.We also asked about the check engine light and **** said, "it is not our policy to start throwing parts at cars to get an engine light resolved." He assured us they were working with *************** and thought the check engine light may be tied to my initial complaint.The only time we got a return call was the following week, explaining that our car needed a battery. Why did it take over a week to let us know my car needed a battery? My car is 2 years old and covered under warranty. No loaner was offered as they said, "all the loaners were out and I don't know when any will be returned."They had no answers or even an update about how things were going with ***************. We even texted **** multiple times with no response from him (so much for having his cell phone).Every time we stopped in there, there were a line of in-takes for service. They are only interested in making $$$ on doing simple repairs. I picked up my car the following Thursday (9 days after dropping it off) with no resolution. I even decided to get a battery elsewhere and they didn't care at all. They were very glad to be done with my car and couldn't care less if the problem was fixed.
Business Response
Date: 07/11/2025
We are familiar with the customer's vehicle and understand how frustrating it can be to face difficulties with one's vehicle. We looked at the vehicle and opened a case with KIA ********* to whom we provided our findings. They often take at least a day at a time to respond to each prompt we provide. We communicated these updates to the customer, but hit a roadblock when the vehicle had to be consistently jumped in order to be looked at. Per KIA ********* we needed to have a known good batter in the car to move forward. This could have contributed ot the original issue as the vehicle is a hybrid, however the battery was out of warranty. As a hybrid, the vehicle required a specialty battery that we do not stock. It took a few days for the battery to arrive to us, as is normal for a parts order. Unfortunately on the day the battery arrived, our technician ended up needing to have an emergency surgery and was not available to work. Following this information, we were unable to reach a middle ground to move forward with the customer, and released the vehicle to their care. We did not charge for the diagnostic or the vehicle specific battery we ordered.
Initial Complaint
Date:06/27/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Itook my 2017 *** ******* to the #1 Cochran *** ******* ****** in ******** for a suspected coolant leak (I had taken it to get an oil change and the tech that did it noted that the oil was milky, and that my coolant needed topped off). The video is the tech going over the recalls on my car and then shows 2 'spots' that show it needs a 'new engine'. ***** called and said that he got the report and I needed to bring my license, insurance, registration, and my letter from *** about an extended warranty on the coolant system. I was told that it would take anywhere from 4-6 weeks and that *** covers rental cars I just needed to call them I called and got a *** **** #********, and a RO# ****** and was approved for $47 a day. 3 weeks went by and I got a call from *****. He said my car was ready, I was shocked it was early and he sounded very positive. I showed up (with my mom and kid - 30 minutes away from my house) and he still had not completed the paperwork and asked me to give him a few minutesHe then calls me back up to the desk and states that he has no idea what was done to my car other than the small recalls listedHe then came back and said that the engine tech looked at it and couldnt find any thing wrong I was shocked. I had a video telling me there was a problem (plus the 3rd party oil change tech as well) I told ***** that this was ridiculous and I had a $1000 rental car payment that wouldn't be covered He told me he would talk to his manager and call me back on Tuesday. ****** said it was my word against ***** (who was out because he had a heart attack but dont worry he only needed a stent and would be back next week) That I didnt understand that it wasnt an 'approved' warranty repair until I got notified of it I was told they were keeping my car for 4-6 weeks while waiting on engine parts so I thought it was already approve He told me ****** would never have said that cause he 'trained him himself' and that he would investigate it and to not call him back
Business Response
Date: 07/09/2025
Our service manager has contacted the customer directly, and it is our understanding that we have reached a positive resolution together. We request that the customer advise if there is anything else we can do to assist.
Customer Answer
Date: 07/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

******* ******
Initial Complaint
Date:06/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed a contract at Cochran ******* to lease a vehicle (2025 ******* Venue) for 36 months on Wednesday June 11, 2025. During contract negotiations, it was suggested that I pay off the remaining 2 months left on my current vehicle lease (a ***** Trax), which i did. I was told as well that the contract states that a client has 3 days in which the contract can be made *********** if the client changes their mind. For several reasons, I decided on Friday June *******, that i wished to cancel this new contract. When I asked for my ***** Trax back, I was told that my original vehicle, the ***** Trax, was "grounded" and it was no longer at the dealership and that I would have to find another means of transportation which the dealership was not going to provide, even though I had paid the last 2 remaining months left on that Trax lease. I feel the dealership should NOT have "grounded" it until AFTER the 3 day grace ******* I should have been able to get my car back. I felt " strong-armed" into this ******* agreement even though I was supposedly able to cancel it.
Business Response
Date: 06/24/2025
Our sales management team has actively been in touch with the customer. We have reached a resolution and will be cutting her a check to cover an additional discount we were able to get her with proper documentation. At this time, we understand that the matter has been resolved.
Initial Complaint
Date:06/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a car from the #1 Cochran Dealership at ********************************************************************************** I decided to buy a Certified Pre-Owned, ***, vehicle because Id had some bad luck with used cars and small dealerships. The certified vehicles have been looked over at 152 points and are practically new.Unfortunately, that is not the experience Ive had. The rear passenger window stutters and clicks during operation and leaves behind a rubber streak. It was not disclosed when Id bought the car, while minor scratches were. If something this obvious was missed, the car was clearly not inspected at all.#1 Cochran is able to inflate the price when they add the *** label. In the case of my transaction, I feel this was tantamount to fraud. I recently got the window serviced, and it didn't improve. They billed it through the cars coverage, which I pay for, and Cochran covered the deduction. The **************** covering the deduction seemed like an admission of guilt on their part.I think #1 Cochran should reimburse me for the *** upcharge, either through the finance company or myself.
Business Response
Date: 06/24/2025
At this time, the window has been fixed and is working properly. The customer has advised our service team that the concerns have been resolved. We have provided the customer with direct contact information for our service manager should anything else be needed.
Customer Answer
Date: 06/24/2025
Better Business Bureau:

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 spoke with the Service Manager, told him that it isn't fixed, but I'm not in a rush about it. This business continues its lies. This does not resolve the complaint of fraud at purchase. I overpaid for a car that was fraudulently listed as thoroughly inspected.

Regards,

******* ********
Business Response
Date: 07/07/2025
We were able to cover the customer's deductible and get the rest covered under warranty, so everything is repaired and has been covered. Our service manager reached out to the customer via email to discuss further concerns.
Initial Complaint
Date:06/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Business Name: #1 Cochran ***** *********** Location: ************************************************** I am filing this complaint due to the dealerships failure to release $1,000 that is owed to me from a ************* claim handled through *********I purchased a vehicle from this dealership and, as part of the financing, included a ************* policy through ********. After my vehicle was totaled, I submitted a GAP claim, which was approved. ******** informed me that they issued a payment of $1,000 to the dealership, which was intended to be passed on to me as the refund.Since then, I have made multiple attempts to contact the dealership to inquire about the status of my payment. I have called numerous times, left voicemails, sent multiple text messages to my sales lady, and sent follow-up emails all of which have gone unanswered or have led to vague and inconsistent responses. At no point has any representative provided a clear timeline or explanation regarding the whereabouts of my ******** has now been since January 2025 over 6 months since the claim was paid out, and I have yet to receive the money that is rightfully mine.I am requesting that the dealership immediately release the $1,000 that was sent to them by ******** as part of my ************* refund. Additionally, I would appreciate a written confirmation of when and how the funds will be delivered to me.
Customer Answer
Date: 06/11/2025
******* ******* <************************************************>
Attachments
Jun 10, 2025, 9:15 PM (11 hours ago)
to me

Hello,
I have attached text messages between me and my sales lady of me reaching out to her mutiple times for an update. I also have attached of both the calls I have made to the accounting lady I was told to call. Lastly, I have also attached the letter from the gap coverage of when they paid off my loan and closed the account and with that is also the agreement with my gap coverage about the ***** that I was owed since I did NOT use the money for a down payment. Oh and, I did have an email to accounting that was also never responded to.

Thanks you!
Business Response
Date: 07/07/2025
We continue to actively work with ********* to gain approval. We request that the customer advise when a check is received.
Initial Complaint
Date:06/03/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting this complaint due to an extremely frustrating experience with #1 Cochran Automotive, specifically the *********** location. This experience involved repeated misrepresentation of a vehicles availability, unprofessional and disrespectful conduct by staff, and what appear to be deceptive or bait-and-switch sales tactics.Early May 2025 My husband and I test drove a truck at ***********. The salesperson called us by the wrong names, and the sales manager made inappropriate remarks about another dealer. He asked about our trade-in, then asked my husband the same question in front of medismissive and disrespectful.May 19 We requested the truck be transferred to the ********* location as its closer to us. We were then told someone else was waiting for pre approval to purchase.May 22 I was told the vehicle was sold. That same day, my mother-in-law saw it still on the lot and scheduled a test drive for the next day.May 24 I was told the other buyer was denied financing and the truck would be transferred to mebut then told it couldnt be sold due to a missing title. I was asked to get pre-approved and we did. May 27 I was asked to come in for a trade appraisal and paperwork. Later, I was told the truck was sold at Monroevilledespite claims it was being transferred to me.Concerns:Misrepresentation and false communication regarding vehicle availability Bait-and-switch tacticstelling me it was sold while it remained on the lot and available Unprofessional and dismissive treatment Potential violations of Pennsylvanias Unfair Trade Practices and Consumer Protection Law Resolution Sought:I am requesting that the BBB investigate this matter and hold #1 Cochran accountable for their poor business practices, lack of transparency, and potentially deceptive conduct.
Business Response
Date: 06/04/2025
We appreciate the customer reaching out and apologize for the frustrating experience. It seems that there were a series of unfortunate circumstances which caused some miscommunication between stores. We did have multiple customers looking at the vehicle, as well as requests to transfer to different locations. Ultimately we faced difficulty with the title as well, which caused further delay and breakdown of another deal. Again we apologize for any miscommunication, and want to be clear that it is always our goal to provide a fair and transparent sales process. All levels of leadership were engaged in this situation, and actively worked on a solution. It is our understanding that the customer was ultimately able to locate a vehicle elsewhere.
Initial Complaint
Date:06/02/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had purchased a car from there pre own lot and its been nothing but problem after problem I've been paying out of pocket to fix. I recently got a warning light for a major engine issue and was trying to contact the dealer to arrange a possible repair and I've been getting ignored and no reply for weeks now. They are no longer answering my calls or responding back to me. So now im looking to figure out a way to fix my vehicle on my own. The dealer mentioned that the vehicle had a head gasket job done but it wasn't listed in any of the paperwork for this car nor in the carfax that I have for this vehicle.
Business Response
Date: 06/12/2025
We understand the customer's frustration, and how difficult it can be to face unexpected difficulties with your vehicle. Our management team has reached out to the customer, and he is scheduled to bring the vehicle to one of our service locations on 6/27/25.
Customer Answer
Date: 06/13/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

******* ******
Initial Complaint
Date:05/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a car at #1 Cochran Buick/GMC in ****************************. To begin with the car was given to me in a way that is was dangerous to drive. They had coated the floor mats, brake and gas pedals with tire shine and I nearly wrecked the car the first day. They offered no resolution for this. Big scratches were covered with wax or something like it and I couldn't see the touch up paint until the second time I washed the car.They claim a 172 point inspection on certified used cars. The part about the body panel inspection was left blank. Instead of a 172 point inspection, this car only had 161 checked off The brakes were squealing and I had to throw a fit to get them to check them. They claimed the pad thickness was 7 all around and it is documented. When I brought it in to be checked they now say the brakes are at 10+ in front and 11+ in in the back. This is also documented.Brake pads don't get thicker with use. The wipers on this car are bad and when I went to clean the back windshield the rear wiper blade just fell to the ground.All in all I feel they committed false advertising and deceptive sales practices.I feel they should just take the car back and refund my money for the false advertising and deception they commited.
Business Response
Date: 06/10/2025
We brought this customer back in, apologized, cleaned the aesthetic concerns, rechecked the mechanical concerns, and verified all ROs, part numbers, and check lists. The car is safe, certified and meets all standards. At this point, we are unable to help the customer any further.
Customer Answer
Date: 06/11/2025
Better Business Bureau:

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.

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

Regards,

***** ******
Initial Complaint
Date:05/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
OnMay10,2025,wemetwithMr.TimothyFazio*************)fromCochranVolkswagonofSouthHillswith interestina2025VolkswagonAtlas,however,duetotimeconstraintswerescheduled tocontinuenegotiationsonMay12,2025.OnMay11,2025,IemailedMr.Fazioat:*******.*****@cochran.comforverificationonthefinaloutthedoor priceandCochran'sinterestrateforwewerealreadypreapprovedfromourfinancialinstitution.They/Cochranclaimedtheycouldbeatourinterestrate.OnMay12,2025,inresponsetotheMay11,2025emailinquiresCochran'sVolkswagon,unfortunately,couldnotprovideanyconcreteinformationregardingtheinterestrateand/orfinalpriceforthevehicle,sowewalkedawayfromthetable.OnMay13,2025,myhusbandreceivedatelephonecallfromMr.ScottCochran***************)theOperationsManageratCochranVolkswagonofSouthHillsaskingiftherewasanythinghecoulddoforus.Wepolitelydeclined.AfewdayslatermyhusbandcontactedMr.CochrankindlyaskingthatwebeleftaloneandremovedfromCochran'srecordsforwecontinuebeinginundatedbytelephone(work&home),emailsandpostalservicewithcreditoffersincareofCochran.TwoofthreecreditagenciescanprovideverificationthatCochranhassoldmyandmyhusbandscreditinformationto multiple financial institutions andasaresultourcreditscoreshavedropped and there is concern for identify theft. Toresolvetheproblem,Ifrozeourcredit,however,IwouldlikeCochranVolkswagontostopfraudulently applyingforcreditunderouridentities and pay for three years of security credit monitoring for both my husband and I. ShouldIcontact theFederalTradeCommission(FTC)atIdentityTheft.govororgetotherhelp?Thank you for your consideration. Sincerely,****** ******
Business Response
Date: 05/28/2025
We appreciate the customer reaching out with concerns regarding credit. We would like to begin with the assurance that we have not sold any customer's credit information and do not sell credit information as part of our business practices.

As part of a vehicle transaction, it is common practice to submit your purchase to multiple finance sources to obtain a competitive rate. For your knowledge, as part of the new scoring system with the credit bureaus, any submissions of similar type within a given time window will be counted against your credit as one inquiry. To our knowledge we have not resubmitted any credit since you left our store and all submissions for this transaction will be counted as one inquiry by the reporting agencies. Below you can see a snip of the verbiage on the credit applications that were signed as part of the transaction, authorizing and allowing us to submit the credit to these finance sources. We have not to our knowledge acted on anything you have not authorized.

"I certify that the above information is true and complete to the best of my knowledge. I authorize Cochran ********** to check my credit and employment history, obtain credit reports, and/or to submit my application to one or more financial institutions for the purpose of securing credit."

As for the continued communication, those lenders will send letters as required by law as will Cochran. We cannot stop those from coming to you. We have marked your transactions at inactive in our systems and that should eliminate most if not all of the email communications going forward. I would recommend hitting the unsubscribe button on any additional email communication you wish to no longer receive as it appears you have multiple inquiries with us under both yours and your husband's name and I cannot guarantee we have disabled all of them. Hitting unsubscribe will remove you from receiving those automated emails going forward.

Lastly, the Identity theft request. We are not aware at this time of any breaches in your safeguarded information. Any information shared was done so as part of an approved credit application and followed all legal and accepted business practices for protecting your identity. If you feel there is a breach in your identity, we do not believe it was the result of this transition.
Customer Answer
Date: 05/28/2025
Better Business Bureau:

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.

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

Why does Experian show Cochran Volkswagon of *********** c/o Mr. ******* ***** utilized our financial information to apply for credit after May 12, 2025, at 3-seperate financial institutions? (Please see the attachments submitted to the BBB on May 27, 2025, to verify my claims.).

To recap, we weren't presented with any paperwork to sign. Cochran's Financial person was only available via video teleconference who Cochran Volkswagon claimed was new, and no one could pronounce his name.

Would it be possible to obtain copies of anything Cochran believes we signed? (I emailed Cochran Volkswagon on
May 11, 2025, due to the lack of transparency, for after many attempts we could not get anything in writing, and the reason we walked away.)

The Cochran Volkswagon dealership has broken the law, impacted our excellent credit score and has put us at risk for Identify Fraud. Should I be reporting to FTC?

Thank you for listening.

Regards,

****** ******
Business Response
Date: 05/29/2025
Please see the below note from our Finance Operations Director.

Hi ******,

I cannot speak to why Experian shows that your credit was utilized after the transaction. I reviewed your attachments, and there does not appear to be a credit bureau attached to reference. I only see notification/advertising emails/letters. I would be happy to take a look over any other documents you would like to upload to support this case but would highly recommend against uploading anything with your personal information in this unsecure platform.

As to copies of the paperwork, Everything we processed for this deal was done on an electronic device. We would be happy to release a copy of the credit application and any other deal documentation pertaining to this transaction to anyone associated with the credit application. To get this,everyone associated with the deal will need to go to our showroom and show positive ID. I would be happy to set up a time to meet personally to do this as well. We do not release the personal Identifying information in an online format and/or without proper consent and identification for various security reasons. If you would like to take me up on meeting personally with you, I know I will be at our *********** locations during the day on Thursday.

Lastly, I am curious as to which law you are stating our company violated. If we did have any violation of the law, I would really like to make sure we address any policy issues pertaining to this and take care of it promptly. We take great care to have various safeguarding rules in place to prevent any theft of our customers' private information. We have multiple audits per year from the PA department of banking, *******, and other enforcement agencies, on top of enlisting an outside auditing company to stress test our processes and advise on any potential issues so we can stand behind our policies of protecting any and all personal information.
Customer Answer
Date: 05/30/2025
Dear Better Business Bureau:

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.

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

When my husband and I provided our personal financial information we were under the impression Cochran Volkswagon of
********** c/o Mr. ******* ***** and Mr. ***** Cochran, that they were both doing so in good faith in shopping for a better interest rate on a auto loan, not on multiple credit cards or other miscellaneous loans.

Let me see if I understand, Cochran Volkswagon of *********** is now asking "consumers" to explain the laws, and they don't believe they did anything wrong by selling our personal financial information and applying for multiple lines of credit and loans, even after we politely declined doing business with them, but continued to submit applications in our names well after the fact?

Again, as previously mentioned, we have no interest in working with Cochran Volkswagon of ***********; however, I do find it interesting that they are only available on Thursday, June 5, 2025, after the BBB deadline, and that they cannot provide any proof, which is just more confirmation of their lack of transparency.

Hmm...is Cochran Volkswagon of *********** maintaining they only read the provided evidence/attachments after the second Better Business Bureau (BBB) rebuttal?

Would it be possible for me to include another piece of evidence to my claim against Cochran Volkswagon of *********** c/o Experian?

Thank you for bringing to my attention the PA Department of Banking and ***************************************** (PA DMV) for I will be sure to add them to my filings, including the ********************************* and possibly contacting Mr. ***** *******, should we not be able to come to a fair agreement with the BBB.

Cochran Volkswagon of *********** must have a special arrangement with the PA DMV for Mr. ******* ***** made multiple offers to have someone drive me there personally and separately; which made both my husband and I very uncomfortable.

It is difficult to put a price on the damage Cochran Volkswagon of *********** has caused us, and continues to cause us, especially now that they have impacted our FICO scores, and our stress over concerns for Identity Theft. In addition we may be succumb to losing rewards, increased insurance premiums and paying more on a loan; just to name a few, especially if Cochran Volkswagon of South Hills keeps breaking the law that they truly fail to recognize.

Thank you to the BBB for your continued support.

Regards,

****** ******

Attachment: Experian Email Notification - Confidential
Business Response
Date: 06/04/2025
Hi ******,

As I stated previously, I would be happy to review any documents you would like to provide that shows proof of any wrong doing on our end. As it stands right now I have not seen anything to support this claim.

To summarize the points of this complaint. To our knowledge-

We have not violated any laws. My question was merely trying to understand your complaint and asking what law you are accusing us of violating.
We have not acted in bad faith. Your credit was only utilized for the intended purpose of a vehicle purchase.
We did not sell it or utilize your credit in any way we are not legally allowed to.
We do not have a special arrangement with the state of pa or department of banking.
I have offered to provide you with copies of any documentation provided to us as part of this transaction, providing you show proper identification at one of our locations. My offer to meet you personally is limited to that location when I am there however you are welcome to come into our location during any normal business hours and meet with a manager there.

To summarize, if you can provide documentation showing what you are claiming, I would be happy to take a look at it and continue this discussion. If you cannot provide this documentation, we consider this matter to be resolved.
Customer Answer
Date: 06/06/2025
Better Business Bureau:

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.

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

Why does Cochran Volkswagon of South Hills keep pushing us to come into their showroom?

This is the fifth time that we have attempted (both verbally and in writing) to explain to Cochran Volkswagon of *********** that we have no interest in doing business with them.

So let me see if I understand, Cochran Volkswagon of *********** is maintaining that Experian is being dishonest with their reporting, and that my husband and I are just fabricating all the credit card and convenient loan application offers, including our credit score decline notifications?

The misleading dealings of Cochran Volkswagon of *********** c/o Mr. ******* *****, Mr. ***** Cochran and their "silent" video teleconference financial representative in sharing consumers personal financial information is both disturbing and scary, and I remain hopeful the BBB will further investigate.

Thank you for your consideration.

Regards,

****** ******
Initial Complaint
Date:05/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cancellation of an extended warranty contract. ***** to get the warranty cancelled after selling the car. Was Finally able to cancel after numerous attempts at doing so.Dealership will not return calls. We paid cash for the car and the warranty when purchased. Warranty was cancelled on 4-28-25. We have not received any refund which we are due. Dealership said it will be 6-8 weeks! This is Nonsense. The longer it takes them to process the less the refund will be,because of time it took them. They did not have to wait to get the ********* for the car when we purchased it why do we have to wait 2 months to get a portion of our money back?
Business Response
Date: 05/28/2025
We appreciate the customer reaching out and understand the customer's frustration in waiting to receive funds. The refund process is in conjunction with a separate warranty company, ********** with whom we must coordinate in attaining the refund for the customer. From application to receipt of funds by the customer, the process does indeed take approximately 6 to 8 weeks. At this time, the application has been submitted to ********** and it is simply a matter of receiving the funds from them. We will provide the customer with any further updates as we receive them.

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