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:12/01/2022

  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.

  Worst service department ever. I took my vehicle to #1 Cochran Cadillac about 2 1/2 weeks ago. (Brian D***** the service advisor was very rude when I walked in. Didn't pay it attention because I needed my car fixed. I felt like it was at the best place being that I have a 2010 Cadillac escalade. I let them know that I have an after-market warranty that I paid for, and I would like to use it. Gave them all the necessary information for the warranty. The following day he calls me to tell me that I need shocks, fuel tank, and fuel lines and your warranty will only cover the front shocks, but nothing pertaining to the fuel system. Brian told me the price would be $3,570.00 plus taxes. The way the warranty works is the dealer ship has to call the warranty company with the DX (Diagnoses codes) and they will start a claim and approve it or deny it. Being me and just feeling like something isn't right, I reach out to my warranty company just to confirm that it's not covered. Spoke to a rep that stated that nobody called for the fuel pump, or anything to do with the fuel system but they called and stated that I needed (SHOCKS). The rep stated that a fuel tank would be covered and to have the dealership reach out to them. Called Brian and told him that the warranty stated that the fuel tank is covered and to submit pictures of it. Brian sent the pictures to my warranty. So, I got an extended 3-day rental because my claim was approved. Reached back out to Brian and informed him that my warranty covers fuel pumps and tanks. My total was $1800. They started the process of ordering parts and etc. I get a text from Brian saying there is a shortage with fuel tanks, and it could be a while before they can work on my car. Brian then calls me a day later and states that I need a fuel pump and it's not covered under my warranty. He straight up lied to me about my vehicle. Its two weeks later and I had to get my vehicle towed to a different dealership. I wouldn't recommend at ALL.

  Business Response

  Date: 12/02/2022

  Customer came in
  yesterday. His aftermarket warranty company declined the repairs to the fuel
  tank because they felt it was the fuel neck, not the fuel tank, and that was not
  covered by the warranty company. There is an outlet attached to the fuel tank
  that was pulled out (part of the fuel tank) and they declined it. Customer
  called the warranty company and they told him we never submitted a claim, but we
  originally did on the first phone call when they approved the shocks. The
  warranty company did approve the claim after we sent pictures to them. We also
  noticed severe corrosion on top of the fuel tank where the fuel pump module and
  lines attach. These would also need replaced when replacing the fuel tank as
  they would not seal again. We called the warranty company again and they
  declined the repairs to the fuel pump and lines and the customer would have to
  pay for that portion. We gave the customer his keys, did not charge him for any
  diagnosis and he had his vehicle towed out last night. 

• Initial Complaint

  Date:12/01/2022

  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 paid my car off I never used the extended coverage it was always a issue when I tried so I used it zero times I want my check sent for the prorated amount

  Business Response

  Date: 12/02/2022

  This customer purchased a 2012 LaCrosse in March of 2016 with a 5 year contract that
  expired in March 2021. A refund is not available, as the contract has expired with no unused remaining time.

• Initial Complaint

  Date:11/29/2022

  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.

  Good Morning,
  
  I had an appointment with the dealership on 11/25/2023- with South Hills Cochran Jeep/Volkswagen for an Oil change and inspection. I received a call from Mark in services who advised that I needed $6000 worth of work done and nothing would be covered by my Warranty. I traded my 2017 paid off Jetta in for the 2012 Jeep Wrangler. I needed a car/ Jeep for the weather here in Pittsburgh. So I was confused about what the service guys were telling me. I spoke with Justin J**** who sold me the car and he said Oh my bad I didn’t Know the Jeep was that bad. So I stood there in disbelief of what was going on. I explained that I’m a single mom working and taken care of my 8 year old daughter. Justin said well since there’s nothing we can do about the Jeep let me try to get you in a 2019 Jetta and we will start back over. Meanwhile I’m still shocked and confused!!!! I asked so you guys will not be taken care of the services and there’s nothing you can do? He said Yhea that’s correct. So I paid for the oil change which was $80 and the one guy with ponytail said - We shouldn’t have we sold you the car if I was still working in it he car detailing department I would have never put the car out on lot. I said Wow so what will you guys do with the Jeep if I was to get a new car? He said we will junk it- I mean take it to the Auto Auction. So mean while everyone in the office was not concerned about what was going on. Several guys were watching the soccer game while the two guys at the service counter went out in garage area to put a Black cabinet together. I went home upset and I emailed the Sales/Finance person Anthony who advised that there was nothing he could do. The next day which was November 26th- I called Anthony to make sure that he received my email and he advised that he did and he had only been at location for 2 months. I asked if I could speak with his manager and he said sure. The manager got on the phone with an attitude.

  Business Response

  Date: 11/30/2022

  Customer bought the Jeep from us on 11/9/2021 with 110,198.
  The vehicle was sold as a pre-auction car, so the Jeep passed all PA state
  inspection qualifications at the time of purchase.
  
  *** ***** did buy an extended warranty for 2yrs/24,000 miles, whichever comes first.
  
  The car did come in for a state inspection and oil change on
  11/25/2022. The Jeep at the time now had 127,988 miles. That is an additional
  18,000 miles added to the car since the purchase.
  
  Upon inspection, the Jeep failed PA state inspection for 4
  items:
  
  Front shocks
  Rear shocks
  Broken exhaust studs
  Front tires
  
  Items that didn’t fail but were recommended to be replaced:
  
  Gas tank Skid
  plate/cover
  Transmission pan was
  also leaking.
  
  The repairs that failed for inspection were due to
  corrosion.  The extended warranty does not cover for corrosion. The transmission pan could have been covered, but her
  deductible was 250.00 and the repair was 239.00.

  The total for the bill was: $3,039 with all labor, parts and
  tax.
  
  The customer declined the items for state inspection as well
  as the recommend items to be fixed. At that time we only charged her for an oil
  change which totaled $80.86.
  
  After declining the services, *** ***** was turned over to
  Justin J**** in the sales department who she bought her Jeep from. We did look
  to trade her out of the vehicle. We found a 2019 Jetta that would fit her needs
  and we submitted the deal structure to our lenders. At this time, we have one
  approval through our lenders and the one stipulation that is required by the
  bank *** ***** cannot provide us with. Our other lenders have declined *** ***** for credit approval based on unsatisfactory credit performance and
  excessive obligations.

  Customer Answer

  Date: 11/30/2022

  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 never received a copy from the Easy Care Warranty company denying the repairs. I took my car in to shop in August and had the Gasket replaced and now it’s one of the items on the suggested/ recommended repairs. I’m looking for a  resolution to this matter. I understood paying the $250.00 for my deductible but I don’t feel that I should have to pay $3000 when the warranty company just needs an authorization from the dealership to fix the repairs. I would like for money to be taken off the remaining loan on the Jeep because the value exchange is not the same as to what I traded in. I would like for the repairs to taken care of since this is my only means of transportation for me and my 8 year old daughter. Like I advised when I was speaking with the service tech- if I’m in an accident who will be liable? I would never want anyone to experience what I had experienced with this matter. What will the dealership compensate for my emotional STRESS? And will the dealership be submitting an authorization of approval for the repairs to the warranty company?

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

  Business Response

  Date: 12/02/2022

  We received a reference # ********** from the warranty company regarding this issue.  The items that
  were a concern are not covered repairs under the customer's plan. 

• Initial Complaint

  Date:11/01/2022

  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 2012 Infinity QX56 with about 123,500 was dropped off to Jerry W*****(service advisor) on September 26,2022. I received a call from Tina Kelly another advisor at cochran stating that i needed a solenoid valve and that they ordered the part on my truck would be ready for pick up on October 3,2022. I paid a total of $868.96 from my card. Upon picking up the truck Jerry W***** said its good to go and that we needed a battery. On October 3rd at approximately 6:05 I left and drove home on my way back home my check engine light came back on. On october 4th 2022 i attempted to contact Jerry multiple times and got no response or call back. i went back to the shop October 18th 2022 for the second time and addressed it and told them my car is not running properly so i left it there to be repaired. One week later Jerry W***** called me stating I was not going to be happy and that my high pressure fuel pump is worn through the camshaft and that it is completely broke. He then said said it might not start or run properly and that it will cost $9,682 for them to replace it. I waited for him to call back and he never did. On october 26 2022 i spoke with Derek E****** and he told me my motor is no good and to junk my trunk. My truck was running when i took it back to them after the first time. Derek E****** offered to give me $868.96 back and stated my truck is not worth nothing and nothing else could be done to help me. In closing i think they made some mistakes in their shop that led to this problem.

  Business Response

  Date: 11/02/2022

  The customer initially came in with a part they ordered
  themselves because some else recommended it. We put the part in and test drove the
  vehicle- everything operated as intended. When we re-diagnosed the vehicle
  the second time, there were different check engine light codes causing
  the CEL to illuminate. We found that a timing roller had failed causing a check
  engine light after the fact. When the roller failed it caused damage to the
  fuel pump and other components that are run by the timing chain.  Our team showed the customer the part that had failed, but never made claims as to the car's value as he does not work in sales or have access to our estimating software or tools. Management offered the customer money back for the solenoid replacement which
  was declined by the customer for reasons she would not disclose. The only
  information she gave me was that she was “advised” to not accept the money. We have attached photos of the roller for reference. 

• Initial Complaint

  Date:10/31/2022

  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.

  When I bought my car, I was sold a refundable warranty by Michael S********. He told me that when I would be able to cancel the warranty with him at any time and "walk out with a pro-rated check". However, I canceled the policy almost two months ago and have yet to receive a check.
  When I first ask Mike about canceling, he tried to give me many excuses. First, he avoided my voicemails, then he tried to tell me I had to pay off my car first (which wasn't true according to the company they contract the warranty to). Then, when I showed him that I paid it off, he tried to tell me I had to sell the car first so he could record the mileage. Finally, when I confronted him about the terms of the warranty and asked why he couldn't just look at the car odometer he said, "I guess I could do that".
  He looked at the car, came back in and said, "here sign this", I signed, and he said, "OK bye". No information, nothing about my check, just said bye. I asked him how much I would be getting he said, "I don't know", which I was easily able to get the amount by simply calling the 800 number and giving the policy number, no questions asked. I asked Mike when I will receive the check and he said, "I don't know, whenever they send it to me".
  I have confirmed the warranty company sent the check to them a month ago and I still have not received it. I have emailed and called, and no one will answer.

  Business Response

  Date: 11/01/2022

  Management has reached out to the customer and we have cut a check. Management will reach out again tomorrow with an update on the timeline for receipt. 

  Customer Answer

  Date: 11/03/2022

  [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.   They have apologized for their mistake and sent me the check.
  
  
  
  Regards,
  
  
  
  **** ***

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car at Lot 1# Campbell's Run Rd.It was used but had 30 day warranty.I took it in and they said I neededcomplete motor rebuild.They agreed it was their responsibility.They will not make appointment to fix car.They won't fix car.Their warranties are fraudulent if they don't stand by them.

  Business Response

  Date: 11/02/2022

  We traded this customer into a Volkswagen Passat in December, 2021. The customer took the vehicle to our South Hills VW location in January 2022. Service looked at the vehicle and turned the claim in to Easy Care, but the repair was not covered under the warranty on the vehicle. We provided the customer with an estimate, and the customer selected not to move forward with repairs.

• Initial Complaint

  Date:10/24/2022

  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 attached a detailed document of the communications and issues with #1 Cochran.

  Business Response

  Date: 10/24/2022

  We have canceled the VSC as requested and resolved with the customer. Thanks!

  Customer Answer

  Date: 10/24/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18303029, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I am requesting reimbursement for the tow to their location.  Their Corporate representative stated that they would reimburse me for the tow which was $475. I am not at fault for the issue that this car had.  Their Easy Care warranty should have covered the repairs at any location, but they sold me a an extedned care coverage that was really not valid when I bought it.  This is due to the work on the transmission line before I purchased it which I was not aware of.  I am in addition requesting reimbursement for the amount that I paid Laurel Nissan as this should have been covered by the Easy Care Warranty.  The cost of this was $197.13.  I am requesting reimbursed a total of $672.13. 

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

  Business Response

  Date: 10/31/2022

  Thank you for your patience as we further investigated all interactions and conversations. We have concluded that the warranty purchased did not cover the issues stated, and that a tow bill reimbursement was not stated or promised. We will not be reimbursing the requested $672. 

  Customer Answer

  Date: 11/07/2022

  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.

   

  They did not settle what I paid out of pocket.  I paid for the car to be towed, when it should have been covered by the extended warranty that they sold me.  I paid for the diagnostic which I should not have to pay for.  The extended warranty should have covered that as well.  The tow was $475 and the diagnostice was $197.13.  I have attached the receipts.  This company left me with out a car for weeks and made promises that were not honored.  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 11/10/2022

  We have reviewed the details and will not be reimbursing the requested amount.

• Initial Complaint

  Date:10/19/2022

  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.

  06/21/22
  Bought a 2014 Chevrolet Malibu about a week of owning the car the rear shock and mounting bracket broke and I have called for the past four months left voice mails they have called maybe two three times leaving voicemails while i was working, 10/18/2022 I finally got through and talked to someone for them to tell me there shop was down, the shop having problems has nothing to do with answering the phone.
  leased the car for 14,000 total

  Business Response

  Date: 10/23/2022

  This is the first the issue has been brought to our attention, so we reached out to the customer. The customer stated that he had issues with the vehicle a week after purchasing but didn't have time to handle it until now. We invited him to bring the vehicle to us so that we could inspect and diagnose, but that it more than likely would not be covered because we cannot prove that the issue occurred one week after purchase when the vehicle has been owned for 4 months. The warranty the customer purchased does not cover shocks. The customer stated he didn't wish to bring it in for diagnosis by us, and selected to work with another garage.

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had recalls done on my car and they said I needed a break fluid change I paid them they did it. I then got my car back with my check engine light on and I've called them many times and left voicemails and I'm not hearing anything g back they said drive it 50 miles it will go off. I did it's still on. I personally know a couple lot attendants that work there. They keep telling them they weren't under my hood to cause an intake air leak which is what my check engine light says. How weren't they under my hood if they changed my brake fluid.

  Business Response

  Date: 10/23/2022

  Our service team spoke to *** ******* following this complaint and scheduled him to come in so
  we can look at his vehicle.  We did a Fuel Bolt recall on the vehicle
  which may have caused his check engine light to come on. The brake fluid exchange has
  nothing to do with check engine light. We'll take a look when the customer brings the vehicle back in for service- following the phone call, customer seemed pleased with resolution. 

  Customer Answer

  Date: 10/24/2022

  [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:10/14/2022

  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.

  Dealer ran my credit without my authorization. My salesperson Jaicob assured me he would confirm with me first before anyone ran my credit. General manager told me he would talk to his finance manager. Never heard back from either. I have email proof between me and Jaicob specifically telling him to NOT run my credit. I have left a voicemail for the finance manager and I have no heard back from either Jaicob, the finance manager, or the general manager. Jaicob is now ignoring my emails. Do not do business with this incompetent dealership.

  Business Response

  Date: 10/14/2022

  This customer has not been ignored- we have been in clear communication with him. He lives in Indiana, and we are in Pennsylvania. He was trying to purchase a vehicle sight unseen. Jaicob let him know the standing of the vehicle and the customer submitted a credit app without telling us not to run it. Because these vehicles are open to purchase by anyone, it becomes time sensitive, especially for a customer out of state. Credit apps are usually run quickly after submission. Typically, a customer does not submit their credit information without wanting it to be run. By the time the customer informed us he did not want his credit run, it was already too late. We have been in communication with him since then. Please let me know if there's any other information I can provide!

  Customer Answer

  Date: 10/17/2022

  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.

  
  

  Finance manager was suppose to call me back. General manager was suppose to call me. Jaicob has not responded to emails so your response is not true at all. Scummy dealer
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  
  

  
  
  
  Regards,
  
  
  
  ****** **

  Business Response

  Date: 10/18/2022

  This customer was serious about purchasing the vehicle, and part of that process includes submitting a credit application. Because vehicles sometimes sell very quickly, and there was interest on the vehicle this customer selected, we ran his credit upon him submitting the application. Our finance department must work in a timely manner, or a customer can lose the vehicle they want. Unfortunately, we had already run his credit and by the time this customer changed his mind. We are sorry for that, but unfortunately that cannot be reversed. At the time, we were following the direction given to us.