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

  3200 W Liberty Ave Pittsburgh, PA 15216-2320

  
• 

  #1 Cochran Automotive

  3220 W Liberty Ave Pittsburgh, PA 15216-2335

  
• 

  #1 Cochran Automotive

  102 Park Rd Cranberry Twp, PA 16066-3504

  
• 

  #1 Cochran Automotive

  2050 Liberty Ave Pittsburgh, PA 15222-4448

  

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:10/05/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made several attempts to have an extended warranty credited back to me. I have sent a ******** ***** 3 emails and she has never responded. I submitted all the paperwork and I want to know what is going on with this refund

  Business Response

  Date: 10/17/2022

  Good afternoon,

  This cancellation was for West Hills Nissan, which is no longer in business, not #1Cochran. The cancellation on our part is done as a courtesy to Past West Hills Nissan customers. The customer was told this, along with the fact that it takes several weeks to receive refunds, at which time it would be sent directly to the old owner of West Hills Nissan who will send the refund directly to customer. Every email that was sent to #1 Cochran has been answered on this matter also. 

  Thank you!

   

   

  Customer Answer

  Date: 10/18/2022

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

  I did not receive this information until after I filed my complaint.
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:09/29/2022

  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 bought a certified 2019 Cadillac XTS from the dealer online as I live Texas and the dealer in Pennsylvania. I asked if the car has any damage or accident they said no which the car been in accident before and also I asked via text is the car black they confirmed it’s black which I found if grey after I bought. I found the tires are cut it from the side and Since the car certified so they should replaced for me. I tried to call many times and left massages and no one come back to me. The only time the sales man answered me was yesterday and I told him about the situation so since that he kind of ignoring me and always says he is busy and the sales general manager is busy. I called the general manager two times since two days and he never got back to me.

  Business Response

  Date: 09/29/2022

  Sales team has been in contact with customer - as recently as today - and have arranged for him to have the tires and alignment looked at by a Cadillac dealer in his hometown area.

  Customer Answer

  Date: 09/29/2022

  [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 as they said that I have to pay from my bucket then they will reimburse me.I sent them $817.31 invoice and waiting for my check 
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/19/2022

  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.

  The car was very unsafe to drive in the first week of August.. The emergency service technician sent by the AAA told me the car needed to have the brakes fixed.. Since it was a Subaru Impreza I assumed that a Subaru dealer and repair shop would be able to handle the repairs. and diagnose most effectively.
  
  Incidentally the address/and phone number is slightly different than the sales department. 4515 William Penn Hgwy as well as the mileage on the odometer The Service Dept is closer to 100.000 than 192,011.
  
  When he sent me the receipt of over $3400 dollars to repair the car I told him that I sent an offer for the lien holder to back the repairs. When the lien holder ignored me I asked that I wanted them to return my car.
  So far they have just kept my car.

  Business Response

  Date: 09/20/2022

  The customer had his 2012 Impreza with 192011 miles towed to
  our Monroeville Subaru location and requested a brake system inspection. 
  Upon inspection, we found the vehicle damaged underneath as if in an
  accident.  We found the wheels damaged, control arms bent, struts damaged
  and in need of brakes both front and rear.  The customer declined the repairs we recommended
  stating he was just going to let the lien holder know and let them take the
  car. We contacted our customer again today and let him know the vehicle is here
  and he can have it towed out whenever he wants.  We have advised this to
  our customer before on several occasions.  We even provided the inspection
  free of charge.  We advised him to please have the vehicle towed from our
  property.

• Initial Complaint

  Date:08/31/2022

  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 went to look at some new vehicles at this location over the weekend (Sat. August 27, 2022) and had a really positive experience with the salesperson I was working with. However, when they appraised my trade in, the manager had informed me my moon-roof shade/headliner was broken during the appraisal. It was not broken prior, and they offered no rectification for this other than telling me that my appraisal value was "before it was broken". The moon-roof shade was draping/falling out from the glass over the entire back seat, as well as part of the driver's seat, completely blocking the rear view mirror and causing a safety issue. The manager suggested "[trying] to pin it up" as the service team was gone for the day, he instead completely removed the shade altogether (which will cost anywhere from $500-$2000 to fix if I don't buy another car, not to mention depreciating my car's value). The photos included were taken after it was pulled down by the manager, and that is how I have had to drive my car since then.
  It seemed to me that they don't care very much for making sales work or taking care of customers. Truly a shame as I work in retail and customer service, and I know what I would do in this situation. I feel the least they can do for me is offer to fix the damage they caused to my vehicle, as they admitted to me that they broke it.

  Business Response

  Date: 09/01/2022

  Customer brought vehicle in to be appraised for trade value on a Tuscon or Terrain. Part of the trade in appraisal process is to insure components are operating properly.  When we pushed the sunroof button to check it working - the metal track that the roof opens on was corroded causing the shade to fall from the track.  All we did was verify the sunroof was operating properly and due to the corrosion of the track the shade was disconnected.  We explained this to the customer and told them that we would and did appraise the vehicle with an operational sunroof regardless of the fabric separating and would honor that appraisal as trade on any #1 Cochran vehicle.  

  We did not tear or damage the fabric - it was caused by the corrosion built up in the roof track and would have done the same thing the next time anyone else opened the roof.  Again, we did NOT devalue the trade in appraisal amount for this to help the customer but our actions also did not cause this to fail as we have to make sure all the components of a vehicle are working properly.  This would be no different than testing the radio and finding it is not working by simply pushing the button on the radio.  

• Initial Complaint

  Date:08/30/2022

  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.

  SOLD ME A SERVICE AND MAINTENCE CONTRACT ($2.700)WITH MY YEAR 2013 KIA SPORTAGE AND DONT WANT TO FIX ANYTHING ! BOUGHT THE THE VECHICLE IN NOV 2021 HAD ISSUES WITH THE DRUM BRAKE AND TIRE AIR SENSORS CHARGE ME $1,259 AND THE SENSORS STILL GO ON AT RANDOM! ALSO TOOK THE SPORTAGE THEIR AUGUST 4TH FOR OIL CHANGE TIRE ROTATATION AND NOISE? SAID NOISE WAS A TIE ROD? DIDN'T ROTATE TIRES! AND I BELEAVE THEY NEVER CHANGE THE OIL? NEVER HAD NEW A TAG ON THE KIA WINSHEILD? NEVER GAVE ME ANY PAPER WORK ? MY KIA WAS THERE ALL DAY? DIDN'T EVEN CALL ME TO PICK UP I WHEN THERE AT 430PM BECAUSE I KNEW THEY CLOSE AT 5PM ! ASK MATT SAID WAS TIE ROD WILL TAKE 2 DAYS TO GET ??? WILL CALL ME??? NEVER DID THIS IS 30 DAYS LATER ! IT WAS 2- TIE RODS AND I GOT ANOTHER BUSINESS TO FIX IT! WE CALLED THEM 2 WEEKS AGO THE SAID THEY WHERE SORRY IT TAKES 2 DAYS TO GET THE PART ??? WE SAID WHY DIDNT YOU ORDER TO BEGIN WITH ? SAID THEY WHERE SORRY WILL DO IT ??? NEVER HEARD BACK FROM THEM! THEY ARE HORIABLE I M 68 YEARS OLD AND NEVER ENCOUNTERED SUCH BAD SERVICE AND REGUARD FOR PEIOPLE! HOW ARE WE SUPPOSE TO GO TO THE DOCTOR OR GET OUR MEDICATION??? THEY HAVE THE NERVE TO SAY THE PART ISNT COVER UNDER EASY CARE WHEN ARTICLE 12 OF THE CONTRACT STEERING INDICATED THE TIE RODS ARE COVERED! THESE PEOPLE SHOULD BE OUT OF BUSINESS! THEY ARE TERRIABLE! NEVER CALLED US ABOUT THE PART AND NEVER SCHEDULED TO HAVE THE KIA FIXED RIGHT? MATT=THE SERVICE ASSOCIATE HAD THE NERVE TO TELL ME IT WAS OK TO DRIVE THE VEHICLE WITH A BAD TIE ROD????IT THE TIE ROD SNAPS YOU LOOSE CONTROL OF THE VEHICLE ! HE NEVER CALLED US BACK !!!! WHAT KIND OF PEOPLE ARE THESE SELLING CARS TO THE PUBLIC???? TERRIABLE JUST TERRIABLE! AND EVERYBODY IN PGH PA AND SURROUNDING AREAS SHOULD KNOW HOW THEY ARE! IT IS KIA 5200 CAMPBELLS RUN ROAD ! PITTSBURGH PA 15205 NOT MONROEVILLE! MATT M***** SERVICE ADVISOR ****** ************

  Business Response

  Date: 08/30/2022

  Having Service Manager - Joe M******** and/or Service Director - Zack S***** contact customer.  

  Customer Answer

  Date: 09/15/2022

  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.
  

   

   

  From: ***** ****** *********************>
  Date: Wed, Sep 14, 2022 at 10:41 PM
  Subject: complaint #********
  To: <[email protected]>
  
  
  please note kia  service director  Joe M******** contacted me aug 30th 2022 and was supposed to get back to me but never has to date!  joes number *** ***  **** please let me know I can go from here? thanky ***** ****** ***  ************

  Regards,
  

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

  Business Response

  Date: 09/15/2022

  Apologize for not getting back since original contact Aug. 30th.  Have reached out again to Mr. M******** and our Campus Service Director - Mr. Zack S***** to make sure someone follows back up.

• Initial Complaint

  Date:08/19/2022

  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.

  Purchased yr 2013 kia Sportage in Nov2021 Cochran Campbells run road! Vehicle had Took to Cochran kia 5200 Campbells run road had bad air sensors bad read brake drum sticking had to pay them $1200 not even in 30 usage ! Took the car back 3 times for the air sensors still aren't working correctly go on now and then ! Took the car in Aug tth making loud noise ! Left it there all day ! Said bad tie rod ? Need to order part ! Called a week later still haven't ordered part ? Then said I'll have to pay for it? It's not covered under easy care the maintenance contract I purchased from them when I bought the car? Article 12 under easy care contract clearly states tie rod ends covered? They where suppose to change the oil rotate the tires and fix the problem and the did nothing!!!! people need to know about these people they are not reputable all ! Thanky

  Business Response

  Date: 08/22/2022

  Customer purchased a 2013 KIA Sportage with 113,000 miles in November 2021 as a Lot 1 (pre-auction vehicle - sold AS IS) vehicle which is clearly defined as passing the minimum guidelines of the PA State Safety inspection.  About 3 months and 3,000 miles later returns with a braking concern.  The extended warranty that the customer purchased was Primary Care which covers limited services which is outlined in the contract the customer agreed to.  the calipers were covered but the brake and tire pressure monitors were not.  We did replace the sensors a second time at no charge.  We did call in a claim for the customer but was denied based on the type of contract that the customer purchased.

• Initial Complaint

  Date:08/18/2022

  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.

  Purchased a used car with passenger side power window not working. Manager informed me the part is ordered and would fix when received. It’s been a month and no call. No return calls when I call them.

  Business Response

  Date: 08/19/2022

  Forwarded to our team to get an update.  With Supply chain issues and this vehicle being 8 years old - we are seeing many parts on backorder.

• Initial Complaint

  Date:08/15/2022

  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.

  This occurred on 08/15/2021. I co-signed a vehicle for my fiancé. He has a pre approval letter from Capital One and we told the car salesman to submit our credit application to Capital One. I then received several notifications on my credit app that my credit report had been sent to 3 other companies. Very dishonest and poor customer service.
  I had a pre approval letter from the company I was financing through. We specifically told them to submit my credit application to Capital one. I have unnecessary hard inquiries on my credit report now. We did not authorize them to submit our credit reports to other lenders. It was escalated to the general manager who was even more disappointing than the car salesman. The GM said “We are allowed to send your credit report to whoever we want”. Which I know is not true.The general manager did not apologize or even attempt to rectify the situation. All he and the financial liaison, Cissy, had to say was “it wasn’t communicated to us to that you didn’t want your credit report sent to other companies”. I explained to them that I was set on using the lender I had chosen prior to coming to the dealership.I felt that this dealership took one look at me and assumed I didn’t know what the ramifications of running my credit multiple times were because I am young and African American. I felt extremely taken advantage of. I’m a young professional with good credit. I did not appreciate the lack of professionalism and accountability this dealership showed.

  Business Response

  Date: 08/16/2022

  Forwarded information to our Senior Management team overseeing this store to contact customer.  

  Customer Answer

  Date: 08/16/2022

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