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:07/31/2023

  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.

  My 2015 Kia Sorento has been at the Robinson Kia location for 2 months since Thursday, June 1st, 2023. I have requested management of the service department several times to contact me regarding status of the diagnosis for my car. There have been no returned calls to me from the service department managers for the Robinson Kia location. This is unacceptable.

  Business Response

  Date: 08/01/2023

  We have confirmed that this vehicle is experiencing an issue with the engine, and a new engine has been ordered. Our service management has reached out to the customer to explain the details and update on the process moving forward. We believe we have reached an understanding with our customer.

  Customer Answer

  Date: 08/01/2023

  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. I do not feel comfortable accepting this response from Cochran Automotive until my car is completely fixed. 

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

• Initial Complaint

  Date:07/18/2023

  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.

  Purchased a 2013 Chevy cruze 46k miles Used car on Jan. 28,2023---Engine blew out July 2, 2023 at 50k miles. Upon purchasing the car, I wasnt told it had any issue that were major problems, the issues they fixed which included tires, bulb, gasket cover, new brakes & rotors! After the engine blew I went over and asked for any papers they had on work they did because there was no indication that this was going to happen. I asked for a manager, she printed out a work order. On their papers WHICH I WASN'T AWARE OF HAD A BAD OIL LEAK. They left that detail out when i purchased it. It states Oil cooler assembly leaking badly! I feel i should of been told PRIOR to signing for the purchase. She stated they fixed it but again there is no paperwork that says it was replaced, that paper says nothing. Also when they uploaded all the WORK that was done to the Carfax report, they left that Oil Cooler Assembly replacement out also. Thats because I feel like it wasn't replaced being the engine blew out. The oil was to hot causing the engine to blow out. The engine block has 2 holes in it. They hid a MAJOR problem from me to get a sale. If that problem was noted leaking badly, & I knew I would of PASSED on that vehicle Now Im stuck with a 12k loan and a blown engine with in 6 months.
  I cant get any help or answers. I feel they should replace the engine & repairs, since they decided to keep information from me. I understand its a used car but they were not honest with information. Thats not right .

  Business Response

  Date: 07/18/2023

  This vehicle was originally sold out of and brought back to our Volkswagen South Hills location. When our tech on site was unable to repair the oil cooler assembly, we towed the vehicle to our GM facility for the repairs to be completed. We have attached the RO's showing that the repair was made. This information was explained to our customer via text and email.

  Customer Answer

  Date: 07/26/2023

  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.
  
  
  
  My issue is with #1 Cochran Voltswagon of South Hills. Im not sure if I put the correct dealership. 
  
  To my knowledge there wasnt  any information prior to me purchasing it that there was BAD oil leak.  To my knowledge there wasnt  any information prior to me purchasing it that there was BAD oil leak.  It noted Replaced,on your techs notes,  not patched up!  With the box checked. If it wasnt a noted Replaced with a check mark showing put it on the carfax. If it wasnt hidden info all the other things Joe said were listed That the SHOP DID WAS on the carfax! THE OIL LEAK WAS WITHHELD because its IMPORTANT INFORMATION and the car would not sell! So what your saying is your mechanic fixed it and with in six months the (new part Failed already. It wasn't fixed correctly now it doesn't drive! Im so upset.I didnt say I did not get the email, I did on July 13, maybe 14, I got the email. i said it didnt explain the work. It says General Repair.  REPAIR On what! It doesnt state NEW OIL COOLER ASSEMBLY, which a prior tech noted.if it was replaced as new it should of been listed! Then we wouldn't be in this situation  Because  I would of never bought the car.

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

  Business Response

  Date: 07/28/2023

  Again, we apologize for the inconvenience and understand our
  customer’s frustration. Per the RO’s previously provided, the oil cooler assembly
  was repaired. If the customer would like to bring her vehicle in for further
  diagnosis, we would be happy to assist in scheduling.

  Customer Answer

  Date: 07/29/2023

  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.]You are ignoring THE FACT YOUR DEALERSHIP HID THE BAD OIL LEAK ON THIS CAR FROM ME! WHICH I BELIEVE CAUSED THE ENGINE to FAIL. ITS NOT DRIVABLE Since 7/2/23 I only put maybe 4000 miles ON  It! I WOULD OF NEVER BOUGHT IT WITH THIS ISSUE. YOU TOOK ADVANTAGE OF A 19 year old FEMALE! I worked for my deposit & my Loan is in MY NAME ONLY, I trusted the EMPLOYEE  & he advantage of me. SOMEONE should do the right thing now. SOMEONE SHOULD OF STATED TO ME about  THE BAD OIL LEAK WITH THE OIL COOLER ASSEMBLY.  This could of caused a deadly accident when it happened, it was 11pm on the highway going 50mph luckily there was a few cars scattered in the lanes & I wasn't hurt! YOUR NEGLIGENCE on the information & maintenance FAILED! YOU SHOULD BE HELD FULLY RESPONSIBLE FOR ALL COST TO GET THIS CAR RUNNING!  
  When I went over, in July after my engine blown out & Caitlyn printed that form for me, it wasn't till then I found out about the oil leak & what the tech said needed REPLACED. She wasn't helpful & you could tell she was irritated by my Mom asking questions, 
  If she would of showed some  concern I wouldn't of had to go to the BBB  for help or she could of  had someone higher up contact me. I could of explained it but no calls were returned either prior to  me stopping over! Ive missed work! I had to get a rental car but that got to expensive! I still have to make monthly payments but no vehicle to get to work. 
  
  WAS IT REPAIRED OR REPLACED?  
  What your saying is your mechanic fixed it and with in six months the PARTS FAILED! 
  WHY WAS THIS HIDDEN FROM ME? 
  WHY IS IT HIDDEN FROM THE CARFAX REPORT? 
  Here is the reason! I WOULD NOT OF PURCHASED IT! 
  

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

  Business Response

  Date: 07/31/2023

  Please find attached a more detailed RO showing that the vehicle was repaired and in good shape before being offered for sale. We do make every effort to make sure that our customers are aware of everything we've done to the vehicle before purchasing, though we are unable to control the CarFax on any given vehicle and what information may or may not appear there. We apologize for the inconvenience that this customer has experienced, but it is always our goal to be transparent and up front with information given vehicle repairs so that our clients have all the necessary information to make a decision that is right for them. 

  Customer Answer

  Date: 08/01/2023

  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.
  
  
  I ASKED QUESTIONS IN MY LAST STATEMENT, That were ignored! YOU ARE TRYING TO COVER UP A MISTAKE YOU MADE AND PUT BLAME ON A CUSTOMER.  CLEARLY YOU think because Im 19years old YOU CAN TRY TO TAKE ADVANTAGE OF ME AGAIN FOR THE REPAIRS!  
  CLEARLY THIS IS TO MUCH READING FOR YOU since you ignored THE FACTS AND MY CONCERN AS A CUSTOMER.  

  YOU CAME BACK WITH NO RESOLUTION BUT TO HAVE MY CAR LOOKED AT?  

  FACTS:
  YOU DID NOT MAKE ME AWARE OF THE OIL LEAK! 
  

   Concerning the CARFAX IM SPEAKING ON HOW YOUR BUSINESS DID NOT REPORT ANY REPAIR NOR ANY LEAK! IM NOT TALKING ABOUT PRIOR TO YOUR DEALERSHIP HAVING IT! 
  

  YOU HAD DECEPTIVE  and UNFAIR BUSINESS PRACTICES! 

  PLEASE HAVE SOMEONE HIGHER UP THEN YOUR POSITION TO CONTACT ME. PLEASE PUT ME IN CONTACT IMMEDIATELY WITH MR. ROB COCHRAN.  MY PHONE NUMBER IS ON FILE. 
  

  THERE  WAS A MISTAKE MADE ON THE DEALERSHIPS PART,  PLEASE just FIX THE MISTAKES! 

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

• Initial Complaint

  Date:07/17/2023

  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 was ripped off by the good folks at #1 Cochran Nissan of Monroeville (service department).  On 3/01/23, I took my 2019 Nissan Rogue into the service center for a diagnostic test.  I was promised that my vehicle would be fixed and that #1 Cochran Nissan diagnostic testing is 100% reliable, not true, The good folks at the service center made 5 failed attempts to fix my vehicle over a 2 month period?? what kind of testing did they do? (5 failed attempts), and when I decided to call the charade off, I was told by the service manager Kevin Anderson "to buy a new car" and a refund is not due me. The solution to the problem, 'go buy a new Nissan', replied Anderson, sounds like a scam to me. The owner did not try to resolve the problem or did service manager Kevin Anderson who made himself unavaliable.  I wrote the owner 3 times asking for my refund, he declined to comment on the sitution. I was charged for diagnostic test and a lube job on a steering column that was lubed 1 week prior to going to #1 Cochran, and the defected frontend parts were under manufacture warranty, #1 Cochran Nissan should have never charged me in the first place, misrepresentation and fraud if you ask me. 5 failed attempts and 400 miles later, my Rogue was never fixed, it is still broken, MY ROGUE WAS NEVER FIXED, it is the same way it was when I brought my vehcile into #1 Cochran Nissan of Monroeville (WHAT DID I PAY FOR?) and these FOLKS got the nerve to keep my money. After 5 failed attempts, I demanded that the nonsense 'stop', come to an end. I demanded that my money be refunded. As a consumer, I have rights, and I do believe that my rights have been violated and that I am a victim of car dealership fraud and misrepresentation at the highest level at the hands of #1 Cochran Nissan of Monroeville, not only was I ripped off, I've suffered mental and emotional anguish, I've also been scammed too. #1 Cochran Nissan of Monroeville needs to face the fact that they took my money and didn't fix my 2019 Rogue which is a deathtrap waiting to kill someone. When I took my 2019 Rogue in for service at the #1 Cochran Nissan Service Center Monroeville, the service department slapped some grease on the steering boot (5th times in less than a 3 months this repair was made) and charged me $100, the next day the steering wheel started making the same loud noise which could cause hearing loss and out of control steering. #1 Cochran Nissan of Monroeville took my money and never fixed my vehicle, playing games and lying is their claim to fame, sad, very sad place to do business. I am a dissatisfied customer who wants his money refunded and I will never step foot in that place again. I don't trust them. I want my $263.31 refunded asap.

  Business Response

  Date: 07/18/2023

  We have attempted and continue to attempt to reach the customer to bring him in and diagnose the issue with his vehicle. He has been unresponsive. We request that the customer please reach out to us to schedule is vehicle for further diagnosis.
  

  Customer Answer

  Date: 07/22/2023

  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,
  
  
  
  ****** *******

  Business Response

  Date: 12/02/2024

  Business
  Most Recent Message

  
  Date Sent: 12/2/2024 4:07:48 PM

  
  This customer's last visit to us was in April 2023, and our last communication was July 2023. In that communication, we requested that the customer call either our service manager or our regional operations director to set up a time for us to take another look at his vehicle. We did not hear back from the customer at that time. This is the first contact we have had since that communication in July 2023.

• Initial Complaint

  Date:07/17/2023

  Type:Billing 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 did not authorize this person to do an inquiry on my credit report.
  I demand this hard inquiry be removed from my credit report.
  I do not have an agreement with this business to access my credit.

  Business Response

  Date: 07/18/2023

  The customer contacted us asking about special financing options. After speaking with our staff, the customer completed and submitted a credit application to us. We ran it as requested. Unfortunately, we have no control
  over credit reports and do not have the power to make changes to them or reverse credit pulls. 

• Initial Complaint

  Date:07/05/2023

  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 found buying a car at Cochran in Washington, PA was a very bad experience. I test drove the vehicle and it seemed to have great potential so I decided to purchase it. They had just inspected the car a few days or so before and assured me that everything had been checked over. It had a sticker good for a year (3/24) so I figured it would last some time before I had to do any repairs. After I got the car home I realized that the car was misrepresented in several ways. The dealer description AND the list of features had it listed as keyless entry which it is NOT, it was listed with 5 floor mats...only had 4, driver side (the most important) had no mat, listed with cruise control/speed control...yes it has it but it does not work, the rear turn signal did not work (remember it was just inspected), they did change the bulb and it worked for a day. I don't understand how a dealership that inspects their own used cars for sale is not a CONFLICT OF INTEREST!!! Here's the best part 2 1/2 months after the purchase the exhaust system sprung a couple of leaks and sounded like a truck. The mechanic that fixed it said the struts are also bad and will need replaced soon to the tune of about $700. I realize that I am buying a used car, but this takes LET THE ***** BEWARE to a whole new level. Not done yet, went to go to work one morning and click, click, click...DEAD BATTERY (another $200). I also filled out a survey shortly after the purchase detailing some of my early concerns and Cochran didn't even acknowledge or respond in any way to make things right. Needless to say I would NOT recommend buying a car from Cochran. By the looks of the reviews online I am not alone! Also, I don't understand how the BBB can give them an A+ rating with all of the negative reviews. There are a few of reputable cars dealers around so stay away from Cochran.

  Business Response

  Date: 07/06/2023

  We appreciate the customer sharing their concerns with us. The only dealing we have had with this customer is when he brought the car in for the turn signal, which we replaced at that time. We were not aware of any of the other issues. It is never our intention to misrepresent a vehicle, and we always put a lot of time and effort into the descriptions of our vehicles online. We apologize for the other issues mentioned, though there are risks to purchasing a 100,000+ mile vehicle. The battery, exhaust, struts, and cruise control are not required for PA state inspection. We hope this helps to clarify.

  Customer Answer

  Date: 07/11/2023

  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.
  
  
  
  WOW!  1st of all they did not replace the turn signal as stated, they replaced the turn signal bulb that only worked for one day.  They stated that they were not aware of any other issues...but they sent me a request for a review at which time I mentioned my concerns, I guessed they missed that.  They say it’s not their intention to misrepresent a vehicle, but they did & never offered to correct the issues.  It appears what I am getting is an just an apology.  How can you list keyless entry (twice) when it’s not on the car?  How do I know that some of the other features are actually there like “brake assist”, “electronic stability control”, “speed-sensing steering”, etc. and I am pretty sure there is no “overhead air bag”!  And in my opinion, the car having 103,000 miles really has nothing to do with misrepresentation, and I would like to think the a car dealer would check things like the battery, exhaust, struts & cruise control even though it may not be required for inspection.  I am very disappointed and will never go back to Cochran.  I hope after reading about my experience the general public will make their own decision as to whether to deal with Cochran.
   

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

• Initial Complaint

  Date:06/29/2023

  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 just want people to know how awful and snake-like this car dealership is. First, our salesman blatantly lied to us when he claimed that he was not paid on commission. We weren’t born yesterday. Lie #1.
  
  Second, we came in to look at several vehicles listed on their website, but they “weren’t ready.” Then why are they on your website already listed as Certified Pre-Owned? If the cars haven’t been through service, how are they already showing CPO? Lie #2.
  
  The Mazda salesman claimed that Kia/Hyundai vehicles “catch on fire” when I said I wanted to look at different vehicles. He also bashed Subaru, claiming that the Wilderness model contains “bad Hyundai parts. Lies #3-4.
  
  Wasted seven hours at the dealer because everything changed when the cars we wanted to look at kept not being available. Ended up trying to sell us a base model with base trim: less vehicle for more, and tried telling us that the $1400 destination charge is unavoidable. Lie #5 because other dealers don’t charge it. #1 Cochran is not lowest in price as they claim (lie #6).
  
  When we decided to leave after a real nasty sales manager, Drew, wouldn’t come down $300 when we were already spending $28k for a used CX-5, they wasted MORE of our time by letting us get all the way home before claiming they came down to $28k. We AGREED to buy the vehicle.
  
  They wasted two days of time getting the buy sheet ready for our bank. They claimed twice that it was being faxed. They never faxed. These awful people strung us along for two days longer and never bothered to fax it so we could buy the car.
  
  Needless to say, this dealership needs run out of town immediately. They are a stain on the car industry. We did nothing wrong and were kind and patient the entire time. We made the mistake of not swallowing their lies, and they didn’t like it. Never, EVER again will we darken their doors (not that they care).

  Business Response

  Date: 06/29/2023

  We appreciate the customer taking the time to share his concerns. We would like to take the time to address and clarify. The salesman mentioned above is an associate, therefore working on a different pay plan which is not commission. As for our website, vehicles appear as they come into stock. They go through a 201 point inspection as part of the certification process, but sometimes parts delays can affect when the vehicle will be ready. Often, customers will choose to wait for the vehicle if it is the right option for them. The destination charge cannot be removed from the vehicle as it is the cost associated with getting the vehicle here from Japan. We are a one-price store for pre-owned vehicles, which means we price competitively to the market and do not discount, giving all the same opportunity at the same best deal. Negotiations on this deal went late into Tuesday evening, and as such the buyer's order was emailed first thing Wednesday morning. This is the first we have heard since then despite several attempts at follow up. We hope this clarifies.

• Initial Complaint

  Date:06/27/2023

  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.

  The service department has always been very expensive, but never mean and aggressive until today. I’ve grown used to taking my vehicles somewhere else but when my SRS light came on, my usual mechanic said I’d be better taking it to a dealership. My usual mechanic said he wouldn’t want me to be charged twice in case he wasn’t able to do the work. Thoughtful! I took it to West Hills Nissan because of the amazing sales staff but wow.. never again. Their “call center” is poorly trained, I asked when scheduled what I would owe for diagnostics, they told me that diagnostics fees were covered by my warranty and they would call with a quote before doing any work. The women on the phone knew nothing about what I was saying, but she said she “looked at my warranty” - ok! I dropped off my car Sunday night and heard around 1 pm on Monday that my car was ready for pick up, that the airbag connection simply disconnected to some kids toys under the passenger seat (toddlers..) and they had to plug it back in. WELCOME news considering everything I read online about fixing SRS systems was $$$$. They told me it would be ~$165 (plus tax) for diagnostics. I was a little peeved by this since I was told my extended warranty would cover diagnostics so I asked to speak with a manager. His name was Mark B****** I left him a voicemail. He returned my call and spoke to me like I was a little girl. He told me my warranty wouldn’t cover diagnostics because of the clutter under my seat. I was surprised by this because I had lost my keys (aka baby chew toy) on Saturday and tore apart my car looking for them and there was nothing under my passenger seats after my search. But ok, I have toddlers, anything’s possible. I told him what I was told on the day phone when scheduling, he told me that he doubted it was true, but he’d contact the call center and review the call. He called my husband back to tell him that he reviewed the call, and I was told twice about diagnostic fees not being covered - simply not true. We are saving for a house and I keep extensive notes about every penny spent, every possible expense. I kept notes about my call with the call center and ONLY took it back to West Hills because of the warranty promise. Regardless, Mark was rude to both me and my husband, but he told us he’d fill up our tank to make good on a promise made by Gabe (if we sent him the email from Gabe…) We decided it wasn’t worth the fight, lesson learned- we’ll pay for it. I went to pick it up and I was charged $172 dollars, the notes said, “to remove things under the passenger seat and plug in air bag connector.” Absolutely unreal. Got to my car and there was one single foam letter from my daughter under the seat. So.. what did they actually do besides plug in a connector and take money from a hardworking family? I have no problem paying for services, but the principal of paying this much money for the “labor” of literally plugging something in when I was told I would pay for “diagnostics” and wouldn’t be charged until I agreed to the quote… and the poor treatment from Mark B****** We were wanting to trade in for a pathfinder or armada to suit our growing family but we will never go back there again after the way he spoke to both me and my husband. We spoke to Dirk H***** regarding the complaint as well and he said we were undermining the work needed to plug back in the connector. It’s the principle of being told I wouldn’t be charged until I agreed to a quote and they charged me anyway, for someone my mechanic would have done for free within minutes because he’s not money hungry. I would love to listen to the recording they say they listened to because I was NEVER told of a diagnostic charge and only brought this to them because they said diagnostics was covered by my warranty.

  Business Response

  Date: 06/29/2023

  Customer was informed of diagnostic charge and services were rendered to repair the vehicle. 

  Customer Answer

  Date: 06/29/2023

  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 brevity of your response to my complaint is insulting. I was not told about diagnostic charges, I was told any applicable fees for diagnostics would be submitted against my warranty and then you’d contact me before proceeding. Please provide a recording of the call you listened to, because this is not accurate. Lying and taking advantage of consumers is not good business practice.
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:06/26/2023

  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 car to #1 Cochran in monroeville for a recall on my motor. They took 1 month to fix it and I remember calling and complaining a lot! When it was time to pick it up, the check engine and oil light came on, no AC and no radio, so I took it for an oil change and the motor blew again. Mind you they stated that recall’s require a brand new motors. This was to reassure me mine got a new motor. So when it blew from an oil change we were shocked. Took it back to #1 in monroeville and THEY gave it another oil change…soon as I left the lot the engine light is back on. They say it’s a sensor. I take it home. A month ago I got rear ended and had another shop working in my car. That’s when they told me I never received a new motor. There is black sludge in my motor from the oil…and it looked like I haven’t had an oil change for 5 years! He got my car running for me but told me I need an oil change bad so I took it to jiffy and by Sunday the motor blew AGAIN! I call #1 Cochran for my records because at this point the other car shop is helping us get justice but #1 Cochran keeps giving me the run around! I would upload supporting documents but they will not provided them to me. They stated they will have an advisor EMAIL me and I haven’t received an email yet!

  Business Response

  Date: 06/29/2023

  We replaced the engine on this customer's vehicle on 5/6/22 at 86,845 miles with a new engine from Hyundai. The next time we saw the vehicle was on 8/3/22 at 91,954 miles for an oxygen sensor. We have not seen the vehicle since that date. The customer contacted our call center on 6/26/23 about having her records emailed to her. Our service manager emailed them on 6/27/23. Our service advisor spoke with the customer on 6/28/23 about further solutions. 

• Initial Complaint

  Date:06/20/2023

  Type:Sales and Advertising 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 6/17/2023 we went to Cochran Nissan in Cranberry in hopes to find a new car. As part of their ‘Clearly Better Car Buying’ program we were given a ‘1-Sheet Sales Summary’ that broke down all the cost such as trade in, taxes, monthly car payment etc. After reviewing the information, we came back on 6/19/2023 to purchase a car. Again, we were given the same numbers. After about three hours, we had everything done and all that was needed was to sign the paperwork. At that point, the finance manager let us know that our payments would be another $200 a month because the ‘1-Sheet Sales Summary’ was off by $9,000. The GM then met with us and tried to make excuses that were easily refuted such as ‘the numbers were right on 6/17 but they were having system issues’ on 6/19. This felt like a deceitful lie as we were able to dispute this due to having the sheet from 6/17. He offered to take $500 off the price and was still trying to sell us the car.
  
  This was an obvious bait and switch tactic. They asked what our ideal monthly payment was prior to presenting us the ‘1-Sheet Sales Summary’. Therefore, they knew they had to find a way to get close to our monthly payment to keep us interested. They asked if we would allow them to run our credit based on the original numbers they presented us. Again, knowing we would not have moved forward if the correct numbers were originally presented. We went from being on top of the world thinking we were minutes away from driving off in our new car to an absolute gut punch of leaving empty handed because we did not succumb to their bait and switch tactics.

  Business Response

  Date: 06/21/2023

  This was an unfortunate situation which we do feel badly about and apologize once again for the mix up. We use a combination of two different software systems in our sales process. One software, called Roadster, is used more heavily by our salesmen on the front end to provide initial figures and information to customers early on in the process. The secondary one is used more heavily by our management team on the back end in finalizing deals and recording data company-wide. We have discovered a glitch in the Roadster software where upon uploading the numbers, the trade payoff is wiped from the deal. Unfortunately, that is what occurred in this situation. The initial numbers provided did not include the payoff on the customer's trade, leading to the drastic change in numbers. We unfortunately did not catch this error until further on in the process, and again apologize for the grave miscommunication. Transparency is a priority for us, and are sorry that things transpired in a way that felt misleading. Unfortunately, we do not have control over credit ratings or reports, and are unable to assist in that matter. However, we are working with our support teams at both software providers to ensure this does not happen again.

  Customer Answer

  Date: 06/21/2023

  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.
  
  
  
  If there is a known issue with Roadster, why is it being used to present offers and why would the '1-Sheet Sales Summary' not have been reviewed prior to being presented? Again we were misled and pushed along only to be told at the last minute there was an error. I would believe that anyone in this business would be able to identify a $9,000 error. Why do you run a credit report if there is a known issue with Roadster that can lead to an extreme difference from the '1-Sheet Sales Summary' to the actual closing? We still believe we were misled and lied to. We were able to disprove the General Manager's claim that the '1-Sheet Sales Summary' was correct on 6/17 immediately. This still feels like a blatant bait and switch tactic. The bait being the '1-Sheet Sales Summary' and the switch happening just as we are about to sign for a car that we were very excited about. If there is an internal issue on your end, why is the Roadster still being used when it is misleading customers? All this only emphasizes our original judgement of the situation.

  
  
  Regards,
  
  
  
  Zachary P*****

  Business Response

  Date: 06/21/2023

  Again we apologize for the inconvenience. This error is extremely rare, and we apologize that it was not caught earlier in the process. Errors can happen with any software provider, and we do everything we can to minimize those occurrences.

• Initial Complaint

  Date:06/01/2023

  Type:Product 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.

  Returned a used vehicle in the appropriate amount of days. Company is avoiding me to refund the money for the purchase of the vehicle and it’s going on 3 weeks

  Business Response

  Date: 06/02/2023

  We would like to request more information from the customer to fully investigate this matter. We request that the customer provide the location where the vehicle was purchased, and the date which the vehicle was returned.