Complaints

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

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  #1 Cochran Automotive

  4520 William Penn Hwy Monroeville, PA 15146-2814

  
• 

  #1 Cochran Automotive

  318 Old Haymaker Rd Monroeville, PA 15146-1432

  
• 

  #1 Cochran Automotive

  5200 Campbells Run Rd Pittsburgh, PA 15205-9736

  
• 

  #1 Cochran Automotive

  2841 Liberty Ave Pittsburgh, PA 15222

  
• 

  #1 Cochran Automotive

  340 New Castle Rd Butler, PA 16001-2440

  

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:09/15/2023

  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 had bought a certified pre-owned jeep from Cochran, and within the 4 months of having it, the battery was faulty. I reached out to Cochran and they told me I had to take it to a jeep dealer or it wouldn’t be covered, in which I did. They now refuse to pay for the battery. I asked them for the inspection sheet that they had done on the jeep before selling it to me and they refuse to provide the paperwork. They still have not given me the spare key to the car, or the tool kit that was promised when buying the car. When trying to resolve all issues I was laughed at. I left reviews on all sites, where someone says they will contact me and no one has. I’ve even emailed those who left comments and have called.

  Business Response

  Date: 09/15/2023

  The customer’s father called in and spoke to a team member
  on Tuesday. He was informed that the customer would be provided the items
  promised at time of sale which are a tool kit and an extra key. The customer was
  scheduled to retrieve the items on Thursday afternoon, but was unable to make
  it in. The promised items will be available for the customer as soon as they
  are able to pick them up.  After 4-5
  months of ownership, the customer is experiencing an issue with the battery. The
  #1 Cochran team told the the customer there is no warranty coverage on the
  battery and the customer would be responsible for replacement. The reason the
  battery is not covered is because it is a normal wear and tear item and after
  4-5 months of the customer owning the vehicle, there is no way to determine how
  much time the vehicle has been run in accessory mode, how many times it’s been
  stopped and started, and any other number of factors that would affect the life
  of the battery. 

  Customer Answer

  Date: 09/18/2023

  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.

   

  the issue still remains that Cochran will not provide the paperwork for the certified Preowned vehicles inspection. If it is a certified Preowned, the manufacturers warranty should have continued (which after further investigation on my end, expired back in January before I even purchased the car.) I am asking them to provide paperwork for the certified pre-owned car in which they did an inspection, they would have checked the battery. What is making this jeep certified pre-owned if they cannot provide said documents. 
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 09/19/2023

  We have attached the warranty paperwork for the vehicle
  being discussed. The first and second pages are the signed Carfax by the
  customer. The first page has the customer’s signature and the second shows that
  the basic warranty was already expired. The customer had 23 months or almost
  22k miles left on the powertrain through the manufacturer, which is why the customer
  didn’t get our 6 month / 6k mile warranty as the manufacturer was longer. Pages
  3 and 4 are the RO. Page 5 shows that the customer bought a total care package
  and the rest of the pages are what comes with it. The last page shows what is
  not covered. Number 9 and 10 go over the parts that are normal wear and
  tear. 10B lists batteries by name as not being covered. 

• Initial Complaint

  Date:09/13/2023

  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.

  In February 2023, I started experiencing trouble with my 2020 Subaru Legacy. The vehicle would kick, buck and sometimes stall out while driving. All the check engine lights would come on but eventually clear. I decided to get the vehicle serviced at #1 Cochran in Monroeville since it was a Subaru dealer. The first attempt to fix the service center said it was the Thermo Control Valve (failed). They replaced the TCV, Valve AY Thermo, Pipe AY-Fuel DLVY, Super Coolant and Gasket-Intake Manifold for a total of $2,209.72. This service rendered DID NOT fix the problem when I received the vehicle back.
  I brought the vehicle back in May of 2023 while experiencing the same problems. The vehicle jerks and bucks while driving. My vehicle also stalled out at red light when the automatic start/stop failed. The service team performed a CID Update, performed a Starlink update, completed a multi-point inspection and said the Spark Plugs needed replaced to fix the issue. They also performed an ECM re-program for increased driving performance related to issue. This service cost me an additional $782.65. The service rendered DID NOT FIX the problem. The problems persisted. I took the vehicle to Tim's transmission in PH and they said it wasn't a transmission issue. I took it to Jeff's auto in Murrysville and they recommended taking it back to #1. So I returned the vehicle back to #1 in July with the same issues. They asked me to come down and drive the mechanic to show him the problem. He ran a live scan during our drive and the check engine light did come on. Ultimately, a Subaru representative (per invoice) said to replace the Fuel Injectors to fix. I declined the service $3,300 at #1 but took it to Jeff's Auto to get repair at lesser cost of $2,315.89. This DID NOT FIX the problem. Actually broke down 100 plus miles from home and had to be towed for $773. Finally, took the vehicle to Steve's Auto in Murrysville which they fixed the problem of replacing Fuel Pump for $750!!

  Business Response

  Date: 09/14/2023

  On February 24, 2023, our customer brought the vehicle in
  for service with the concern of : Customer States his eyesight warning and
  check engine lights are on. ******* ***** ******* Upon diagnosis of
  the vehicle, we found code ***** *or a failed Thermo Control valve.  We
  removed and replaced the Thermo Control Valve which restored the Eyesight and
  removed the check engine light.  This repair did fix the problem. 
  Our customer complaint was not of any drivability concerns at that time but of
  the eyesight disabled and check engine light on. Both concerns corrected with
  our repair.   Customer was charged $2209.72 for the repair which
  corrected the concerns.
  
  Nearly 3 months later and 7000 miles our customer brought
  the vehicle in for service on May 15th, 2023, with the concern of :
  Customer states vehicle jerks and bucks when driving normal. When cruise
  control is on Vehicle drives normal. Driver did stall out at a red light. ******* ***** *******  We were unable to duplicate our customer’s
  concern.  We did Recommend spark plug replacement as the recommendation is
  to replace the at 60,000 miles or 100,000 Miles depending at driving
  climate.  The vehicle had 100373 miles on at this time.  We did NOT
  charge our customer our Standard $162.00 per hour diagnosis fee as a
  courtesy.  Customer authorized recommended spark plug replacement for
  $782.65
  
  On June 5th , 2023 at 101754 miles our customer
  brought the vehicle in with the concern of: Customer states vehicle is
  sputtering when driving at all speeds.  ******* ***** *******  We scanned the vehicle for codes and completed diagnosis to try
  to duplicate concern.  We could once again not duplicate the concern and
  once again we did not charge the customer our standard $162.00 diagnosis
  fee.  No repairs this visit and zero charge. We also provided our customer
  with a loaner vehicle free of charge.
  
  On July 12th, 2023, and 102839 miles our customer
  brought the vehicle in with the concern of:  Customer states check engine
  light is on and off. Vehicle is bucking and kicking at all speeds.  ******* ***** *******  We scanned the vehicle and found no current
  codes present.  Upon test drive a pending P0300 code came on – this code
  is for random misfire.  That could be several different failures which
  cause that code.  Our technician called Subaru technical assistance and
  they advised to clean the injectors.  Which we completed at no charge to
  our customer.    We advised customer to drive and let us know if
  problem returned.  We were advised by field engineer to replace
  injectors.  We advised our customer to start with the cleaning which we
  performed at no charge to our customer and let us know if the concern
  returns.  Our customer was
  once again not charged our standard diagnosis fee nor was he charged to clean
  the injectors.  We also once again provided the customer with a loaner free of
  charge.
  
  Our customer was charged ******** for authorized repairs
  which corrected the concern on ****** ***** ******.  Our customer was
  charged $782.65 for authorized repairs to remove and replace spark plugs and
  perform throttle body service as recommended based on mileage not as a
  diagnosis for the concern we could not duplicate.  We did not charge our
  customer to clean or replace fuel injectors nor did we complete a fuel injector
  replacement.  We also did not charge diagnosis fees or loaner fees which
  would have total several hundreds of dollars.  All the repairs we
  completed fixed our customers concern during the visit along with the
  recommended replacement of the sparkplugs.  Stressing again – as advised
  the spark plugs were not a means to correct a concern we could not duplicate. 

  Customer Answer

  Date: 09/28/2023

  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:09/10/2023

  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 took my truck to Cochran Ford in Butler, PA due to an engine light. They looked at my truck and said I needed new timing chains and gears. I agreed to the price and they reportedly replaced all gears and chains. 3 months later my engine light comes back on so I return to the garage. They tear my engine down and now tell me that the inner gear was lose and the motor is junk. This amount of damage could not have happened in 3 months, either they missed additional problems in their assessment or the parts were not assembled per protocol. Either way this is their mistake and they are saying it will now cost me $12,000 for a new engine

  Business Response

  Date: 09/11/2023

  Our management team has been in contact with this customer several times over the last week. He originally came in with a rattle on cold start and needed cam phasers
  January 20th, 2023. We performed the repairs and he left happy. The
  check engine light came on 7,703 miles and 9 months later, timing codes were
  present again. We offered to start by replacing the phasers again at no cost to
  the customer under parts and service warranty. Upon disassembly we found that the
  crank gear has excessive play and removed the gear to find keyway worn causing
  damage to the crankshaft- this is completely unrelated to repairs made in January. He has asked us
  to install a new pin and gear. We have explained to *** ****** *hat we are not
  comfortable making this repair. He does not want to pursue a new engine at this time and
  would like us to try and make the repairs. We have informed him that we will
  make repairs but will document that we do not recommend starting or driving the
  vehicle. After repairs are made, we will push the vehicle outside and he can
  start if desired.

  Customer Answer

  Date: 09/28/2023

  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.
  
  
  
  in january they changed the timing chains and phasors along with spark plugs the crank gear and pin will not wear out in 7000 miles on any motor as a mechanic myself if i tear a motor down im going to check that gear and if you are a ford mechanic you should know to check that gear ford has had timing problems with this engine from 2010 i do not agree with there answer to this i reject what they say i need my truck they put a gear and pin in like i asked then charged 356.74 in parts and 2438.10 in labor to do it i do not feel i should have to pay labor on something that should have been checked in the first tear down being this motor has had these timing issues so did they as they saying just change the phasors or did they change the chains to as i originally was told there is a lot of misconception going on here 
  
  pics they say these wore out in over 7000 miles if they had been checked originally knowing the problems they have with these motors timing ten we wouldnt be here and i wouldnt have been paying over 7000 dollars

   
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 09/28/2023

  #1 Cochran has gone above and beyond for this customer. All work done to this vehicle has a corresponding signature from the customer, and the customer still has an outstanding bill. While we appreciate his circumstances, #1 Cochran has yet to be paid for services rendered. Attached is a copy of the repair order that indicates we do not recommend he start of drive the vehicle based on the issues we found. There, you will also find the customer's signature of approval. We always seek to assist our customers to the best of our ability, and in this situation, we are confident in the recommendation that this car should not be started or driven in it's current state. The vehicle is currently taking up a spot in our service lot, without the services being paid for. All information has been clearly stated to the customer and #1 Cochran is confident in our analysis and actions taken in this situation. 

  Customer Answer

  Date: 09/28/2023

  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:09/08/2023

  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.

  Hello, In January 2022, I visited Cochran Chevrolet of Zelienople with the intention of purchasing a 2014 Mazda CX-5 AWD with 83,000 miles, priced at $15,735 ($16,774.57 total). My friend, who has serious health issues, were made to wait for an hour despite being told to come in early for our appointment and no other customers.
  Soon after purchase, I've had numerous issues with the vehicle including one nonfunctional key fob, one tire is a different brand than the other three, the tailgate intermittently doesn't unlock, strong gasoline odor through the vents when tank is filled to capacity and most importantly, major transmission malfunction. The transmission will not change gears at 40mph and above when ascending and shifts to lower gears inappropriately going downhill, not due to engine braking. This problem seems to be exasperated in hot weather, mind you, I purchased the vehicle in January. These problems emerged within 4 months of purchase and I had not yet put 2,000mi on the vehicle.
  I took it to a local Mazda dealership for brand specific knowledge twice (documented) and was given a partial factory reset the first time and a full factory reset the second time, both to no effect. I also brought it to a transmission repair shop (also documented) where a specific issue could be identified but not diagnosed.
  I've sent two emails to the dealership about these issues, both were completely ignored. Two phone calls to the dealership yielded evasive responses and an overall dismissive attitude.
  This unfortunate experience has left me disheartened and financially burdened. I invested my entire insurance settlement (after my previous vehicle was totaled while parked in my driveway) along with the $2,000 totality of my bank account to invest in a quality, dependable car. I avoided obscure, no name dealerships in favor of what I thought was a reputable franchise that would adhere to ethical conduct. I did everything right and was made bankrupt with a worthless vehicle.

  Business Response

  Date: 09/10/2023

  We appreciate the customer reaching out and understand the concerns. Upon investigation, we did find an email from the customer which was sent in July to a salesman who is no longer employed by our company. We apologize that it was not received. The customer states these issues occurred within the first six months of ownership in 2022, but we were not made aware. It does not appear that the vehicle was ever brought to us for our techs to look at or diagnose. We're happy to facilitate in scheduling a time for the customer to bring in the vehicle for diagnosis by our technicians. 

  Customer Answer

  Date: 09/15/2023

  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.

   Thank you for your response. These issues began at the same time as some health issues which caused stress and limitations, hence the delay.

   I would like more assurance that these issues will be repaired at no further cost to me.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******** ********

  Business Response

  Date: 09/18/2023

  #1 Cochran is committed to customer satisfaction and our management team is aware of this customer's situation. We are eager to resolve the issue, and the best way to do that would be for the customer to bring the vehicle in so our service team to evaluate the vehicle. We will be happy to review and assess all issues stated, which will then allow the team to discuss any financial commitment with the customer. We understand the inconveniences caused and aim to assist this customer to the best of our ability once the car has been assessed by the #1 Cochran team. 

• Initial Complaint

  Date:09/07/2023

  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 purchased a 2019 Ram truck from Cochran in 2021. At the time of purchase the fuse box in the truck did not come with a cover. I am not a mechanic so I did not know the fuse box needed a cover and this should have been caught when Cochran certified the truck. This caused the fuse box to erode and caused my truck to breakdown in the middle of traffic recently. I had to have the truck towed to the nearest dealership per the terms of the warranty contract (easycare). This was a Ram dealership and at the time I did not know what was wrong with the truck. The Ram dealership advised that the fuse box did not have a cover causing it to erode over time. Easycare warranty refused to pay for the repair. I then contacted the Cochran dealership that I purchased the truck and warranty from who acknowledged the issue and stated that the missing fuse box cover should have been fixed before selling it when they did their safety check. Cochran keeps offering 250.00 dollars towards the 850.00 dollar repair. Cochran should cover the full amount due to negligence on their behalf when certifying the truck before sale. Cochran keeps slowly offering more to cover the repair every time I talk to them but I don’t have time to keep going back and fourth when they should cover the full amount.

  Business Response

  Date: 09/08/2023

  We cut this customer a check yesterday in an effort to resolve, it should be received within a week. 

• Initial Complaint

  Date:09/06/2023

  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.

  On July 21, 2023 I purchased a Mazda CX5 Grand Touring from #1 Cochran Mazda Monroeville. A few days prior to the purchase the vehicle was in decent condition. The day of purchase, it wasn't in great condition. Not sure what happened in the interim and sales would not budge on sales price. There were excessive scratches and dents that were not reported on Carfax. The major damage is to the passenger side door (please see attached) where they gave me a "We Owe" upon purchase to repair the damage. In addition, I reported to my salesperson that my brakes were squeaking horribly. Needless to say, I am getting the runaround to have the repairs repaired. I was told that I would have to bring the vehicle to be assessed and then come back again to drop it off. It was assessed at purchase hence the "We Owe." More damage could occur such as water damage. When I call, there is always a long time period for service in addition to having to be present twice. This is unacceptable for such a lucrative business as #1 Cochran.

  Business Response

  Date: 09/06/2023

  We need to physically see the vehicle in order to make the correct repairs. We have attempted to schedule this with the customer multiple times and they have no-showed for each appointment. Our management team is going to reach back out to the customer in an attempt to reschedule. 

  Customer Answer

  Date: 09/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 2******** and have determined that this does not resolve my complaint because this is FAKE NEWS!! They have not tried to reach out hence this complaint. I was told by my salesperson Lucas that whenever this is scheduled, I have to bring the car to be viewed and then come another time to leave the vehicle. 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:08/29/2023

  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 had my 2019 Audi A4 looked at twice because the MMI system was not working at Pittsburgh Audi before the warranty expired for this issue in October or December and also November 3, 2022. On 7/13/23 went to the Washington Audi because the Strip location didn’t have appointments for two weeks. They couldn’t find the problem. I had another appointment on 08/09/23 at Audi Pittsburgh and they found the issue which was $1,200 and I agreed to pay that. They called me back at 4:08pm and told me they found a deeper issue when they took it a part which was an additional $3,000. The person I’ve been working with is Pat and he said that he would talk to the Audi rep and see if they would honor the warranty since I brought it in twice already before the warranty was expired and it was so close to the warranty expiration (April 2023.) As outlined below I called for weeks to get information on what the rep said about honoring the warranty. On 8/24/23 I called, and Pat called me back and said they would contribute $1,000 for $3,000 part and give me 20% off the $1,200 part. I checked to make sure they hadn’t done the work on the $3,000 part and Pat said they had and assumed I wanted it fixed because the car was a rock otherwise. I wanted them to honor the warranty for both parts since they could not figure out the issue when I brought it in before. I did not want them to fix the $3,000 part if it would not be covered. The most recent suggested resolution from Audi was on 8/29 when Pat called me and said that they can take the parts out and I can just pay for the mechanics time.
  
  I reached out to Audi HQ on 8/29 and they could not give me a direct answer – transcript attached below.

  Business Response

  Date: 09/07/2023

  The customer's vehicle was diagnosed as needing an S.O.S module. We let her know the car was no
  longer covered under factory warranty. The customer was quoted $1944.27 plus tax, told
  it would be a little over $2000. She agreed to do the repair but was not
  happy that it wasn’t covered under warranty.
  
  As the technician began his replacement of the
  S.O.S. module he ran into some further issues concerning the 5F module (this
  module deals with the MMI). We let her know that this
  had turned out to be a multifaceted problem and required the replacement of an
  additional module. We quoted her $3429.50 plus tax and told her the module alone
  was $3000. At this point we offered to reach out to our
  rep and ask for some assistance towards the repair. There was nothing we could do about the expired warranty.
  
  The 5F module had to be ordered and the way we
  left that call was that we were going to proceed with the purposed repairs
  while we waited to hear back from Audi. Our team member states they did go back and forth by phone over
  the next 2 weeks while we were waiting for the 5F module to come in and while
  we were waiting to hear what help if any Audi was willing to give. The module
  came in and was installed on the 16th but we still had not heard
  from the rep.

  Our team called the customer on the 22nd to let
  her know our rep was going to be in and that we would have an answer for her
  within 24hrs. We called her on the 23rd to let her know Audi would
  give her $1000 toward the repair and that at a dealer level we would give her an
  additional 20% off to help with the repair. We gave her a couple days to think
  about it, but that turned into another week at which point our team member advises he  had to let her know we needed an answer one way or another and that we needed the loaner car back.
  
  She spoke with our Service Manager Thursday
  August 30th, and they agreed to remove the parts that had been installed.  At that point she had indicated that this
  might not be the right car for her and that the cost to maintain the vehicle was higher than she
  anticipated.  When we told her that we would have the car ready for pickup on Friday the 31st; she informed
  me that the loaner we have provided her with was hit in the rear bumper and
  quarter panel and would be returned with accident damage. 
  
  The customer has since traded the above discussed vehicle in on a Hyundai, and as such no longer owns the Audi.

• Initial Complaint

  Date:08/22/2023

  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've had enough. Not even 24 hours after purchasing my 2012 Nissan rogue, I've been displeased. I've taken it back and they say it's fixed but it's not. Its so loud, i did not expect to have these problems from a well known business sich as.. My Suv sounds like a helicopter. They have yet to fix the problem since March 2023. The manager has yet to call me back also after more than 10 attempts. If I would've known this, I wouldn't have obligated myself to a car note. Please someone help.

  Business Response

  Date: 08/23/2023

  We understand the customer’s frustration and want to help. We would like to request additional information, including which location the vehicle was purchased from, which service location has looked at the vehicle, and what manager the customer is working with.

  Customer Answer

  Date: 08/23/2023

  [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:08/18/2023

  Type:Product 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.

  Date of Reservation: June 26
  
  Description of the Issue:
  
  I made a reservation for a Nissan Altima SL at #1 Cochran Nissan, with an agreed pickup date of June 30. The salesman, Stan, assured me that arrangements were in place. However, on the day of pickup, I waited for over 45 minutes, only to discover that no one was coming. When I attempted to contact Stan, I received no response. Eventually, a colleague of his informed me that Stan was on vacation, and that my finance application had not been approved.
  
  I was never informed of these critical details in a timely manner, nor was I given any explanation or apology for the inconvenience and frustration caused by this lack of communication and professionalism. The failure to inform me about the status of my finance application and the unprofessional handling of my reservation have led to a highly unsatisfactory experience.
  
  Desired Outcome:
  
  I request that #1 Cochran Nissan refund the reservation fee charged to my credit card due to the mishandling of my reservation and lack of communication. Additionally, I urge the business to review and improve its customer service procedures to ensure that future customers do not face similar issues.

  Business Response

  Date: 08/21/2023

  We apologize for this error and the inconvenience it caused, and understand the customer's frustration. We issued the refund today, and again offer our deepest apologies.

  Customer Answer

  Date: 08/22/2023

  [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:08/06/2023

  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 purchased a 2014 Ford Explorer in June 2022 and at that time I agreed to also include an easy care warranty in my purchase. At the time I bought the car I specifically asked if I could cancel the warranty and i was assured I could cancel at any time if I just called in to talk them. Approximately 7-8 months later I decided I no longer wanted to pay for the warranty. I began calling I believe in February or march to try to speak to someone. I repeatedly got transferred to someone else and always ended up having to leave a message. No one ever called me back. In April I finally got ahold of Scott Kruman who ensured that he would be able to take care of my issue and emailed me some forms to fill out and states it could take up to 12 weeks to be canceled. I filled them out and emailed them back and never got a response. I emailed him and attempted to call him multiple times to make sure the warranty was being canceled and never got a response. I continued to call and begged to speak to someone who could help me and no one would talk to me or call me back. I drove an hour and a half at the beginning of July to speak go someone in person and they stated there was nothing that they could do but try to call someone else who didn’t answer. At that time Julia D************ stated I did not email the forms back in that we’re needed to complete the cancellation and after showing her that I did email them she confirmed they were correct and she wasn’t sure what needed to happen next. I forwarded all my emails to her so she could see everything and she ensured me someone would reach out. It’s now a month later and I’ve called and emailed several more times with no answer. This has resulted in hundreds of dollars I’ve paid and continue to pay for a warranty I do not want.

  Business Response

  Date: 08/09/2023

  Our management team has reached out to the customer. The warranty has been canceled and the check will be released at the end of August. We believe we have reached a resolution.

  Customer Answer

  Date: 08/10/2023

  [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,
  
  
  
  ********* *******