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

  4515 William Penn Hwy Monroeville, PA 15146-2813

  
• 

  #1 Cochran Automotive

  2770 W Liberty Ave Pittsburgh, PA 15216-3410

  
• 

  #1 Cochran Automotive

  110 Route 908 Natrona Hts, PA 15065-2810

  
• 

  #1 Cochran Automotive

  11750 Rt 19 Wexford, PA 15090

  

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:03/09/2023

  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 vehicle from this dealership back in November of 2022. At the time of purchase there was a sticker that had a basic 6 month, 6,000 mile warranty for drivetrain. I don't live near this place so it isn't a simple thing that I could stop in with my work schedule. I am nearing my 6,000 mile mark and am about 450 miles till it expires. I contacted them when I was still 900 miles from the time it would expire and they were no help. I work at a car dealership and I have a manager who has helped me in trying to figure out what to do. He told me to contact a sales manager, I have tried twice and left two voicemails with no response. With my commute to work I am going to reach the end of the warranty soon and having tried calling them many times for a resolution with no help, I feel as if I am being wronged. The specific issue I have with the vehicle is that I believe it is to be burning oil. They have told me that that is not the problem without even seeing my car or taking it in to look at. I'm not sure how much it would cost to resolve this issue but I don't think it will be cheap. I would like to have been contacted by the business about this issue. The name of their dealership is #1 Cochran Volkswagen of North Hills, as I know there is many Cochran dealerships.

  Business Response

  Date: 03/11/2023

  We apologize for any complications with this vehicle and any miscommunication following this issue. We understand that this customer does not live nearby, but our best resolution to have our technicians look at the vehicle in our facility to diagnose and find a fix. Our manager reached out to the customer this morning to further discuss this option.

• Initial Complaint

  Date:03/07/2023

  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 have reached out to Toyota Cochran multiple times via phone and email regarding my recent purchase with them and the excess amount of credit hits they submitted to the credit bureau. I then contact the service department about an issue with my vehicle in which I paid almost $5,000 worth of extra protection for them to tell me they have no knowledge of the protection plan. I submitted a negative review on social media and instantly someone commented asking for me to email the issues, in which I did and was told someone would follow up. Robert f contacted me a few days later and said he would look into the situation and call me back he has yet to call me back. I got the brand Toyota involved due to their poor representation of a great brand and yet they still have failed to return my phone calls or emails with an explanation to both of my issues with them. This is beyond unprofessional and unacceptable, they don’t care about their customers and I would like my credit report adjusted to reflect what I had agreed upon as well as a refund for the addition protection they claim they have no knowledge of yet I have multiple papers showing I purchased this and what it covers. I’m extremely upset I even have to submit this complaint through the BBB.

  Business Response

  Date: 03/11/2023

  Our upper management team spoke with the customer this afternoon. We are confirming a few more things and have arrangements to speak with her again on Monday to bring everything to a resolution.

• Initial Complaint

  Date:02/16/2023

  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 07/16/22 I had an appointment for my car to be inspected. My cars engine light was on so I knew some work would have to be done in order for this to be resolved. In the meantime, I rented a car from enterprise to be able to get to and from work. After my appointment I was advised to drive my car so many miles and then bring it back to verify that the issue was resolved. I did this and everything was fine for less than a week to a week. My engine light came back on, so I called the dealership and they transferred me to the gentleman who was working on my car. He didn't answer so i left a voicemail and never heard anything back. Went into the dealership and he wasn't available. I have paid over $2000, (still financing some). and I am currently unable to use my vehicle that I am also making payments on! This is completely ridiculous and I will not recommend this business to anyone.

  Business Response

  Date: 02/21/2023

  The customer is in the process of bringing their car back to us so that we can review an diagnose.

  Customer Answer

  Date: 02/24/2023

  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.
  
  
  This matter would not be solved simply by them diagnosing my car. I would need them to fix the issue that they have missed the first time. 
  
  
  

  
  
  Regards,
  
  
  **** *****

• Initial Complaint

  Date:02/09/2023

  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.

  I had a terrible experience purchasing a used vehicle at the Cochran Infinity dealer in Monroeville.
  
  On 2/2/2023, I went to the Cochran Infinity dealer in Monroeville and bought a used vehicle. I also bought an extended warranty. When I got home in the evening and looked over the paperwork, I noticed the sale price listed on the bill-of-sale ($27,958) was slightly higher than the advertised online price ($27,938), which was the price I agreed to pay when I purchased the vehicle (Cochran has a no-haggle price policy). In addition, the deductible for the extended warranty was listed on the contract as $200 per visit and not $100 per visit as I was told by the finance manager when he sold me the warranty.
  
  So, the next morning (2/3/2023), I emailed both the sale consultant (who sold me the vehicle) and the finance manager (who did the paperwork) and pointed out the two mistakes. I did not hear back from either one for three days. So, on 2/6/2023, I called both the finance manager and the sale consultant and then follow-up with another email. I finally got an email back from the finance manager, basically admitting he made a mistake on the deductible for the extended warranty and saying he will fix the deductible on the extended warranty so that it will now cost $100 per visit and not $200 per visit. But he also denied that sale price on the bill-of-sale was wrong. I know I was right since I have screen shots of the online price on 2/2/2023. Looks like someone from the dealer updated the online price on 2/3/2023 after the vehicle was sold to me on 2/2/2023, to exactly match the bill-of-sale after I pointed out the mistake on the sale price a day earlier (I also have screen shots of the updated price after the vehicle has been sold a day earlier). Based on these two issues, I believe someone at the dealership intentionally try to do me wrong. I got so frustrated, I returned the vehicle back to the dealer on 2/6/2023. When I returned the vehicle back to the dealer, I was charged more than one hundred dollars for the paperwork, even though it was the dealership that done me wrong. Cochran advertises that they will take the vehicle back for any reason within 7 days, but they did not tell you that you will have to pay hundreds of dollars for fee.
  
  There were two issues with the transaction. 1) I believe the finance manager made a mistake on the sale price of the vehicle on the bill-of-sale. But instead of admitting he made a mistake, he updated the online sale price of the vehicle to exactly match the price on the bill-of-sale, one day after I already purchase the vehicle and one day after I pointed out the mistake. 2) I believe the mistake on the deductible ($200 per visit instead of $100 per visit) for the warranty was intentional. What if I didn’t discover this mistake? I would have to pay double for every repair visit after the sale for the duration of the warranty. Lastly, after the sale consultant sold me the vehicle, she gave me her business card and told me to call her anytime. She never response to my email or phone call after the purchase. I bought a used vehicle from Cochran before and still taking my vehicle to Cochran for services. So, I am very disappointed something like this could happen at such a reputable dealer.

  Business Response

  Date: 02/10/2023

  We have attached a screen clipping of the price change on the vehicle. The prices on our inventory change at the beginning of every month in accordance with the fluctuating market. In this instance, our website adjusted to reflect the change overnight. The change in price was a difference of $20. The warranty was a clerical issue which we did catch, correct, and apologize for. We did everything we could to make that right. Additionally, we did take back the vehicle in accordance with our 7 day return policy. There is a fee that is associated with sending for a new title for the vehicle, and that fee is out of our control. 

  Customer Answer

  Date: 02/13/2023

  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.

  
  

  You said the price change overnight was due to the fluctuating market. I do not believe this for a second. The price on 2/2/2023 (when I bought the MDX) was $27,938. After I filed a complaint about the incorrect price of $27,958 on the bill-of-sale on 2/3/2023 on the morning of 2/3/203, the price was changed to $27,958 a few hours later to exactly match the incorrect bill-of-sale price. It is unbelievable that a car worth almost $28,000 has an exact $20 increase in market value in 1 day. So, it is just another lie.

  
  

  You said the error on the extended warranty was a clerical error, which you did catch and correct. The error was found by me and not by you. It is easy for you say simply said this was just a clerical error. What if I didn't find this error? I would have to pay double ($200 instead of $100) for every repair visit for the next 5-year, the duration of the warranty.

  
  

  As for the return fee, your brochure says customers can return the car within 7 days no-question ask, but there is nothing in th brochure that say the customers have to pay hundreds of dollars in fee. This is false advertising.

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

  Business Response

  Date: 02/13/2023

  Please find attached
  the customer’s signed 7-day return guidelines, retail agreement, roadster print
  out, and vAuto log showing pending price update on February 1. Most
  specifically, note page 2 section 21, stating “Any taxes, titling,
  registration, or other fees and assessments paid to the Commonwealth or any
  other applicable government entity as a result of the Customer’s purchase or
  lease of the vehicle, and any taxes, titling, registration or other fees owed
  to the Commonwealth or any other applicable government entity as a result of
  the vehicle being returned, are the direct immediate and sold responsibility of
  the Customer.” This document was signed in agreement by the customer. Rest
  assured that what occurred with the pricing and deductible was completely
  unintentional. We stand behind our processes which gave the customer the
  opportunity to return the vehicle, and accepted the return with no issue.

  Customer Answer

  Date: 02/13/2023

  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.

   

  We just have to agree to disagree. I am convinced based on all the facts that I have that what have occurred to me from this sale transaction was intentional and disappointed.
  
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/09/2023

  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.

  In early December of 2022 I intended to purchase a vehicle from cochran ford natrona heights.
  I ended up not completing the purchase due to what I felt was not receiving enough for my trade in.
  The purchase was approved by my bank at a good rate and payment at the time.
  I went back to the dealer in early January 2023 since they hadn't sold the vehicle I wanted and my intention was to complete the original purchase.
  I was informed by the salesman that while the truck was still available and the original deal should still be valid due to the short amount of time, in my case the original deal would not be honored due to cochran choosing not to do business and longer with first national Bank.
  I didn't really understand why that would be but offered to go and get my own loan through my bank, again first national but the salesman stated if I tried to do that the cochran would not sell me the vehicle at all.
  Left with no choice if I wanted the vehicle but to let cochran set up financing I relented and the found financing at a much higher rate.
  When I asked to put my wife on the loan to see if that would result in a lower rate I was told they couldn't use my wife even though she has a very high credit score she is retired with no real income.
  Again I relented and made the deal and purchased the vehicle.
  After getting the vehicle home we were considering purchasing a second vehicle for my wife and I spoke with the same salesman and he stated to bring my wife with me so the can use her credit too which I found odd since they just said they couldn't use her a few days prior.
  I then figured I would refinance my original purchase thru my bank, again the same first national that cochran refused to use, and I was informed by fist national that they make loans to cochran every day and they don't know why cochran would have refused to use them for me.
  I would like all this explained by cochran management as to why I was taken advantage of .

  Business Response

  Date: 02/10/2023

  Trade values and interest fluctuate all the time, sometimes even on a daily basis depending on the market. Unfortunately between our initial conversation with this customer and the purchase of the vehicle, the value of the trade went down and interest rates went up. Both are factors out of our control, though we always aim to be as competitive as possible with both. As for financing, we do not work with First National Bank. Our finance manager did not meet the customer's wife nor have a conversation about putting her on the loan. 

  Customer Answer

  Date: 02/15/2023

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

• Initial Complaint

  Date:02/05/2023

  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.

  I purchased a new 2500 Dodge RAM truck (****** ****** *****************) and the back tail gate is not completely painted . the dealership refused to paint it, they said that the manufacturer delivered it that way.

  Business Response

  Date: 02/06/2023

  We had our body shop inspect the vehicle, and our technicians determined that the tailgate is fully painted and sealed. To repaint would require removal of the bedliner which could have unintended consequences. We have contacted the manufacturer on behalf of the customer. Because the assembly of the vehicle is beyond our control, and we have determined that the tailgate is painted and sealed, we will not be repainting the vehicle. We advise that the customer contact the manufacturer with any quality concerns. 

  Customer Answer

  Date: 02/06/2023

  From: ******* ******* ***************************>
  Date: Sat, Feb 11, 2023 at 11:18 AM
  Subject: ******** * ********
  To: <[email protected]>
  
  
  I read the response of the dealership  and contacted the manufacturer and they said that they agreed with the decision of the dealership
  
  I want the bottom part of the tailgate painted. What is my next step to get this done?
  
  Thank you,
  *** *******

  Business Response

  Date: 02/13/2023

  We can paint the tailgate at customer expense. Customer may contact us directly for a quote if interested.

• Initial Complaint

  Date:01/25/2023

  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 December of 2021 I was told both lower front control arms needed to be replaced for my 2015 Nissan Rogue to pass inspection. At a cost of $1253.79, I replaced both control arms.
  On January 12 of 2023 the weld on the left control arm broke, while driving, causing damage to the control arm, wheel, and axle. Even though it was an issue with the weld and not the part, I was told by the Cochran Dealer Service Department it could not be covered under warranty because it had been 13 months, and that was an acceptable amount of time for it to last. I was directed to call Nissan Consumer Affairs to appeal, but they also denied my claim. ****** ***** ***** So at a cost of another $1907.91 I fixed the all the damaged this caused.
  Both repairs were done at South Hills Nissan.
  A weld done correctly would not break in 13 months, as the factory original weld lasted 7 years. No one would comment on the workmanship on the broken weld.

  Business Response

  Date: 01/26/2023

  The customer's issue was not covered under warranty. Nissan
  has a 1 year 12,000 mile warranty. The
  customer was at 13 months and 8,280 miles at the time of the issue, and so the repair was not covered. We advised that the customer contact Nissan to appeal, but Nissan declined the appeal, again stating it was out of warranty.
  
  In speaking with the tech working on the car, he believes something was hit for this to
  happen. It appeared to be a curb or something of that nature. However, we do not typically comment on possible causes as it can at times be speculation. Because the issue is not covered under warranty, we cannot assist.
  

• Initial Complaint

  Date:01/11/2023

  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 vehicle October 15 and the next day October 16 the car started cutting up I contacted them and they pick the car up on Monday, October 17 the car then went to the shop they fix the problem I also asked can I bring the car back that I no longer want it they said I could not. 3 to 4 weeks later the car started acting up still and they could not get us in to give us a vehicle rental so we had to wait until the rental vehicle was available which took us into the month of December which was December 19 when we have an appointment to drop the vehicle off and get a rental vehicle the whole time the car was leaking coolant leaking oil I had to get a oil change put oil in the car and coolant every day. I asked the dealer to buy the car back or trade me out they said no it was bought as is and that they did inspection and their other lot and say that the car was up to par which it was not because I had so much damage I also have two videos to go along as proof of all the damage they then stated that I had to pay a deductible to get a couple things fixed then they would give me 9000 for a trade-in the car was 14,600 and that would have to roll that into a new car loan otherwise there was nothing else they could do for me. I’ve been waiting for them to get back to me for over two weeks of possibly filing a new car that I’m being forced to trade in and take on a new loan from them all that has occurred with this vehicle from the moment of purchase has been wrong I need help to resolve this issue because the dealer is not doing what is right.

  Business Response

  Date: 01/13/2023

  Customer purchased a vehicle from us which passed all prior inspections and service in our shop. Customer also purchased a warranty. Following purchase, repairs were needed. The upper engine reseal
  and timing chain replacement is covered and approved by the customer's warranty, and customer
  would only owe the $500 deductible. 

  
  The
  cooling system does not have coverage per the warranty contract. The
  thermostat and water pump are both leaking, and we quoted replacing both components and
  performing a full cooling system flush. 
  
  The
  vehicle is also experiencing excessive oil consumption. Per the service
  contract customer would be responsible for consumption testing and subsequent
  engine tear down to evaluate coverage.

  We are working with this customer actively in order to find a vehicle that suits her needs and budget.

• Initial Complaint

  Date:01/09/2023

  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.

  We purchased a car from #1 Cochran and after less than 24 hours we realized that the vehicle had problems after contacting them they took the car back and insisted that they had repaired it gave us the car back only to tell me to get it fixed on my warranty that I had purchased while having to pay a large deductible fee when their mechanic said from the beginning that the vehicle system was faulty and done they insisted that it was the keys and now are telling me that they won’t take the car back when I have been trying to take it back since the next day after purchasing it in the evening
  BMW can verify that I have been trying to give them back the car and the manager simply said that it’s my problem and that he didn’t have to do anything about it so he was simply trying to help me
  They allowed me to ride a WWII veteran around with a faulty brake system in which his wife said she should sue me
  I went to Cochran proud to be able to purchase with them
  I have been disrespectfully treated as a customer lied to given a vehicle with false inspection because BMW said that my tires and wheel alignment wouldn’t pass inspection yet I have new inspection sticker
  Also I inquired about the tires on the second day because the ad had Sirius radio and no run flat tires which neither were available and was told that I shouldn’t want them anyway and that the tires were brand new
  I pray that someone somewhere can assist me because I have truly been taken advantage of and I have no where to turn
  Also I paid the note early for the first one not knowing that I would be treated like this
  #1 Cochran was like a goal turned nightmare and if someone doesn’t help me then I will just be the victim of a company that is taking advantage of unsuspecting customers who are already struggling
  I thank you for taking the time to listen to my situation and look forward to a response may you find my situation worthy of your attention
  We would like to have them take back their unfit for sale car

  Business Response

  Date: 01/11/2023

  This customer purchased a Lot1 pre-auction vehicle. In the paperwork signed, it states that a Lot1 pre-auction vehicle cannot be returned. The 1 month 1,000 mile warranty is powertrain only. The customer purchased a 3 year 36,000 mile primary care warranty which covers the powertrain as well as a few extra items, but it is not a bumper to bumper warranty, as those are not able to be sold on Lot1 Pre-Auction vehicles. We have attached our advertisement of the vehicle to show our statement of the 1 month 1,000 mile warranty and our advertisement of everything done to prepare the vehicle for sale. In an act of good faith, we helped the customer change the batteries in her remotes and get them reset, despite it not being covered under warranty. Per our signed contract, the vehicle is not able to be returned.

  Customer Answer

  Date: 01/12/2023

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

  Unfortunately, I disagree with Cochran. They placed stickers on a vehicle that says they passed inspection when the BMW company said that it does not pass inspection on a wheel alignment and the tires. Also, never was I told that the car could not be returned because it came from a particular lot I was instructed by the other dealership number one Cochran Nissan the Cochran allows seven days to return a vehicle. I called them the next day to return the vehicle as far as the key fob, there are two owners names on the vehicle yet the one key fob does not work to the vehicle and it doesn’t work to this day to the vehicle so when they said they repaired the key, trying to be considerate they did not. They lied.

  even if they weren’t willing to take the vehicle back, they should have more responsibility of selling a vehicle that is inappropriate for the streets to be driven terrible terrible customer, consideration and service. 
  They are therefore being allowed to sell a lie instead of preparing the car appropriately for the road and safety of the consumer 

  when I asked for the car fax I was shrugged off and told I didn’t need all of that because everything was taken care of 

• Initial Complaint

  Date:01/04/2023

  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.

  5/30/2022 my husband and I went to cochran of robinson to purchase a vehicle. The vehicle we looked at was 25,000 and we got 13,000 trade in. for some reason the lady doing the paperwork added the two together totaling 39,000. my balance came to 13,000 something but we were charged 20,000. we never questioned it because she said we were getting money back. I had payed my trade in early and was refunded for my gap ins. when talking to sissy to about the money back on the purchase she said I already got it. no, I did't, that money was from my trade in. the check was in my name which was the only name on the car i traded. the new vehicle is my husbands name and he never received a check. when I mentioned it to her she said she would send a check for a measly 200, We are not satisfied with that, she lied to us. I mentioned to her that the guy she told to set up an appointment to apply the resist protectant never did and never got back to me. my husband called a few times and left messages and never received a call back. when my husband called and said we were returning the vehicle surprisingly within 10 min. Sissy called us, but nothing ever came out of that call.

  Business Response

  Date: 01/06/2023

  We have confirmed with our accounting department that all checks (gap, service contract, as well as 200.00) have been cut in the correct amounts and have been cashed by the customer. Our finance and sales managers have reached out via phone several times and have not received a call back.

  Customer Answer

  Date: 01/06/2023

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