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:05/16/2025

  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 been attempting to contact the finance department or someone able to help me with filing for the refund of an extended warranty for the past two weeks. I was sent to a voicemail that was not accepting any additional messages. After alerting the other department they said they know that and would "leave a note". This place has offered zero assistance and purposefully send people to a non-answered mailbox on an issue that is required to receive money owed back from them. No attempts to escalate or help.

  Business Response

  Date: 05/20/2025

  We appreciate the customer reaching out, and apologize for any difficulty in contact our team. We would like to request which of our locations the customer is attempting to contact, as well as which team member if known. When we are informed of which location the customer is working with, then we will be able to get the appropriate management team involved.

• Initial Complaint

  Date:05/15/2025

  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 October 2023, I purchased a used ********** Jetta from #1 Cochran ********** in ***********, **. In June 2024, the vehicle began experiencing engine issues and was towed to #1 Cochran **********************. After inspection, I was told the engine needed to be replaced. A claim was approved under my third-party service contract (********), but I was informed a new engine was on indefinite backorder. I have now been without my vehicle for over 10 months.During this time, I have continued to make monthly loan payments on a car I cannot use, incurred rental and insurance costs, and experienced significant personal and financial stress. Throughout this process, the dealership was nearly impossible to get in contact with. Now that a new engine appears to be out of budget, they are pressuring me to accept a used engine for a car that has been sitting on their lot for months, left outside to deteriorate.When I recently visited the dealership which is over an hour from my home I discovered my vehicle with a dead battery, covered in sticks and debris, and clearly neglected. The car has lost a tremendous amount of value during the time it has been in their care.Additionally, ******** has refused to provide a written breakdown of the approved claim, and will only read it over the phone. I believe the handling of this situation has been completely unreasonable, and Im seeking support in holding the responsible parties accountable and finding a fair resolution.

  Business Response

  Date: 05/22/2025

  The vehicle is currently at our facility and we have not begun repairs. Before we begin, we would like to discuss the options and address the customer's concerns. Both our service manager and our Regional Operations Director have reached out to the customer via email and phone multiple times with no response. We would like to request that the customer please give either ****** or **** a call back to discuss and reach a resolution.

  Customer Answer

  Date: 06/03/2025

  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:05/14/2025

  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.

  There was an issue with 2023 ***** HRVs where the rear windshield defroster would get to hot and shatter the windshield. This happened to me on Thanksgiving of 2023. I ordered a new rear windshield with south hills ***** shortly after this incident occurred. The window then took 6 months to come in and I was driving without a rear widow this whole time. I frequently called ***************** asking for updates on the shipment and they kept saying about 2 weeks longer. They said it was taking so long because of the new glass being made that wouldnt shatter. When I finally got this fixed they assured me this was the properly treated glass and I would not have to worry any longer. This was in May of 2024. Fast forward to today i took my car to ************* ***** for an oil change. They also checked out some of the recalls that were on my car. They inspected the rear window and said it failed and it was replaced with the same faulty glass. I explained this situation to them and they said that ***************** never even filed it under my VIN that they removed my window. I believe it was not filed as fixed because they knew it was the same faulty glass. They let me drive with glass that could explode again while leading me to believe that the issue has been fixed. This could have cause harm to me or my passengers.

  Business Response

  Date: 05/22/2025

  We appreciate this customer reaching out with her concerns. This issue was brought to our attention before it was an official campaign bulletin from *****. Thus, it was submitted and approved by ***** as a regular claim, not a campaign.  The recall is still listed as open because the recall came out after this repair was done.  The **** ****** is dated 4-29-24. The campaign bulletin is dated September *******. We would need the vehicle to come back to us to have the recall officially closed from the **** Our service manager has reached out to the customer via phone and left a detailed voicemail message explaining this. We request that the customer give us a call back to further discuss.

• Initial Complaint

  Date:05/12/2025

  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 vehicle was hit by another vehicle and was taken to Body by Cochran in *************************. They were unable to get the airbag light to come off. I was able to get in touch with Cochran *** and they said that they could fit me in and it would take them a few days. My vehicle was handed over from Body by Cochran to Cochran *** on 4/28/2025. I have called them regularly trying to get an update on my car and I was ignored and repeatedly sent to voicemail. I left several messages and text messages to no avail. I was told today after 6pm that the dealership was vandalized and my vehicle was damaged. I was not provided with any details but I did ask if they were going to fix the vehicle and they said they filed a claim with their insurance company to cover the damages. I also inquired about a rental being covered while they fixed the vehicle and they said they had nowhere they could charge that to. Since the vehicle was damaged while in their possession all damages as well as rental should be their expense, not mine. I also want to have a list of what damages my vehicle has and when this happened. If the vehicle was done by in a few days as I was originally told or even by Friday, May 2nd as told after the few days, it may not have been damaged. *I really just want a resolution at no cost to me for any of the delays, damage or rental vehicle.

  Business Response

  Date: 05/20/2025

  At this time we believe we have reached a resolution with the customer. The vehicle is complete. She returned her rental to us and picked up her vehicle last week with a balance of $0.

  Customer Answer

  Date: 05/27/2025

  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:05/02/2025

  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.

  We purchased a new ****** from the dealership in June of 2024. We were to receive $50 for taking a ****** for a test ride, which we did. However, we have not been reimbursed the $50 as of today, almost a year later. Numerous attempts were made contacting the dealership and all we got were promises and excuses why we did not receive the money.The dealership has never denied they owed us the money; they just dont pay.We are in ******* and do not have the associated paperwork with us. If it is needed I can contact someone in ********** to have it forwarded.

  Business Response

  Date: 05/09/2025

  We appreciate the customer bringing this to our attention. The gift certificate would have been sent via email, and would have come from ****** corporate, not #1 Cochran. It is possible this could have ended up in a spam folder or similar filter. We are happy to personally send the customer a check for $50, but need the customer to advise if there is a Florida address that we should send to or if we should use the one on file. We can get this cut upon confirmation of address.

  Customer Answer

  Date: 05/09/2025

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

   

  Please send it to my Florida address. 

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

  **********, ************;

  34288

   

• Initial Complaint

  Date:04/30/2025

  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 recently purchased a vehicle from number one Cochran on April 1 2025. It is a 2017 ***** equinox. I havent had it for a month and all ready today had to call a tow truck to get it towed back to the dealership. The check engine light came on and reduce engine power came on the dash. It reduce my speed down to about 20 miles I pulled into a church parking lot and it just stall.

  Business Response

  Date: 05/08/2025

  We apologize for the customer's inconvenience and understand how frustrating it can be to face unexpected difficulties with a recently purchased vehicle. We would like to request additional details from the customer regarding which of our locations they visited to purchase the vehicle. 

  Customer Answer

  Date: 05/14/2025

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

  Customer Answer

  Date: 06/24/2025

  Problem:
  This is the 2nd issue with my 2017 ***** equinox. I purchased it on April 1 st 2025 in May a month after it was in the shop. Now a month later it is back in the shop. I been trying to talk to ***** my service advisor. When I call he never pucks up when I text it takes days for him to get back if he gets back or one time it was written in Spanish. I replied. English please no response. Was told the car should be done today 6-24-25. They had it since 6-14-25. Received a text this morning saying "it is almost torn all the way down" -- ***** ******
  
  
  Desired Outcome:
  Phone call, fix the problem

  Business Response

  Date: 06/26/2025

  We apologize for any difficulty the customer had in reaching us- our service manager is now directly involved. The claim is in process with the warranty company. An adjuster has been dispatched by the warranty company and should visit our facility by Friday. We will then need to wait on the inspection to be reviewed and approved. Our service manager has contacted the customer directly to inform him of these updates.

  Customer Answer

  Date: 06/28/2025

   

   

  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,
  
  ****** ******* Jr

  After i reached out to the bbb yes they have been in contact with me.  I was told on June 17th 2025 they will have the engine turn apart and it will be  fixed  by Tuesday June 24th.  I purchased the vehicle  on April 1st 2025 not even a month its in the shop.  Then not even a month later its back in.  If they are tearing the engine apart why not look and see what else is wrong instead of less then a month im back in the shop every time.  Thank you 

  Business Response

  Date: 07/09/2025

  The adjuster came and looked at the customer's vehicle. Unfortunately the extended warranty company denied the claim. Our service manager continues to try and resolve the concern with the warranty company. The customer was informed of all of this directly. 

  Customer Answer

  Date: 07/14/2025

  [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,
  Number 1 called back and told me they will pay half and the warranty will pay the other half. They are going put a new engine in.  
  ****** ******* **

• Initial Complaint

  Date:04/18/2025

  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.

  Towed my car to #1 Cochran on liberty ave December *******. They diagnosed the problem which is a timing issue and fuel issue. Timing issue is covered under my extended warranty. *** was my service representative. Hes called the warranty company TWICE months apart to ask if it was covered under the warranty. They told him it was. He called and told me that it wasnt covered under the warranty and that it would cost $13k to fix the timing issue?? But its covered under the warranty because I talked to my warranty company. Ive been having problems with this vehicle for 2 years. I bought it 4/20/2023 and its been back and forth in the shop since I bought it. Today is 4/18/2025 and my car is still at the shop sitting in an unsecured parking lot since December.

  Business Response

  Date: 05/08/2025

  This client has a third party warranty. We called the warranty company, and they want the client to authorize teardown to properly diagnose the issue. Client has declined to pay out of pocket for the teardown to see if the repairs will be covered (if we find the repairs are covered then client would owe for deductible if applicable). Client does not believe they should be responsible for any charges. The warranty company DID NOT state the repairs will be covered. They WILL NOT make that determination until teardown is complete and we verify the issue and report back to see if it is covered.

  Customer Answer

  Date: 05/12/2025

  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:04/15/2025

  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 am a single mom I took my suv back there at least 5 times saying it was burning oil they changed everything and charged me roughly 2000 now it needs a engine they are making me pay for a rental and reimbursed at a later date but I was standing next to a white woman yesterday with a white *** setos that said to them I would get a car tomor as a loaner and they told her yes this was at number one Cochran of ******** I need a loaner this is not my fault email me if cant reach my by phone my rental I can only pay up until Friday I have a child with special needs so unfair

  Business Response

  Date: 04/25/2025

  We appreciate the customer reaching out and understand how frustrating it can be to face recurring issues with transportation. The vehicle in question is a certified preowned **** which means it has different warranty coverage. We submitted to *** corporate for goodwill coverage, but it was declined. Unfortunately we are at ***** mercy when it comes to this ruling. Our service representative continues to provide updates as they are available. 

• Initial Complaint

  Date:04/09/2025

  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 an **** Q8 from Cochran **** in ********** ***I picked up this car on 2/3/25 at the dealership; when the salesman **** ******* was reviewing the car functions, the **** MMI unit would not pair with the car and he stated that it was due to be under the roof at the dealership? I gave it no thought. After driving the car home and letting it set for three days (due to illness), I tried to pair the the cars MMI function with my phone and could not get it to work. When i called **** to ask about this, he ask if there was a red light flashing as was at the dealership and i said yes. He immediately responded that he would send a replacement car and they would take the new car to repair it. On 2/28/25, **** *****, from the repair center called and said that the car could not be fixed at this time, it would be the end of the year before a module to repair the car would be available. I called **** - the salesman and told him that i did not want the car and that I wanted to return the car. After going to the dealership the next week, and picking another car , the sales manager, ******* ******, informed me that it would be a trade in and that the new car would be de-valued $15,000. I told her that i was returning the car and not trading it in and that i felt that car was sold under false pretense as i learned many of the **** cars had the same issues and it was a known problem. This communication effected the emergency call function, remote start and other electronic functions. ******* told me that **** had a program that helped in these cases to buy the cars back- nothing happened. ***** called - he needed the car back that I was driving. I ask if my car was fixed and he stated that it was not but it was drivable (brand new car). He was very unprofessional and i told him i was not changing the car until mine was repaired. after re-thinking, i changed the car the next week and decided to fight this.The business has done nothing to resolve dispute.

  Business Response

  Date: 04/25/2025

  It is not uncommon for the MMI to not pair to the car if the vehicle is under the deck or if it has been sitting in the showroom. Typically, it finds signal after a short time. Typically when this occurs, the shop has had no issue resetting it, but occasionally it will not work. We were able to provide the customer with a loaner as soon as we heard the issue was ongoing. While service was working on the issue, the customer expressed interest in a new SQ8 on which we worked numbers. We also brought over a pre-owned ********** from the ******** store for the customer to view. We did value the vehicle (trade with MMI issue) aggressively, and explained to the customer it was still market value. If he wanted to pursue further compensation he would have to put in an ****************** Claim. In the meantime our service team involved our **** *** on the service side to see if he could help expedite some type of trade assist. They were willing to help, but the customer had to purchase or lease another **** (could not be applied to the purchase of an off brand used car).

  We facilitated the return of the customer's vehicle and took back our loaner. At this time, we are not aware of the customer's progress in filing a claim with ******************. It remains our recommendation that this be the customer's next step.

• Initial Complaint

  Date:04/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a new auto repair business two months ago that specializes in servicing foreign vehicles, including ****. Since opening, I have made numerous attempts to get in touch with **** of ********** to inquire about ordering parts and establishing a working relationship. Unfortunately, I have not been able to reach anyone who can help.Each time I call, Im transferred between departments and eventually disconnected or left with no follow-up. Ive tried reaching out on multiple occasions and through different departments, but I continue to get the runaround. Despite my efforts, I have not received any support, communication, or guidance on how to move forward.This has been extremely frustrating and is now affecting my ability to serve **** customers in my area. I am trying to run an honest business and provide quality service, but I need access to the correct parts and reliable communication to do so.

  Business Response

  Date: 04/15/2025

  We apologize for the delay that the customer had in reaching us. We have made our management team aware, and had a representative meet with the customer to discuss getting set up to work with us, along with providing a direct point of contact within our wholesale parts department. It is our understanding that we have reached a mutual agreement and are completely set up to do business together moving forward.