Business Profile

New Car Dealers

#1 Cochran Automotive

Complaints

This profile includes complaints for #1 Cochran Automotive's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

152 total complaints in the last 3 years.
46 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/13/2024
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.
Order a Car online filled out the Credit Application even got a Confirmation. Went there to get the paperwork done. The Salesman tells me the car sold even though it was reserved and I had the money for it. The Salesman must think I didn't have the money.
Business Response
Date: 06/16/2024
The customer did complete an online credit application and we got approval through Huntington Bank. In the process of doing her paperwork, we were notified of a no-fix recall on the vehicle. We informed the customer that because of this no-fix recall, the vehicle could no longer be sold. We looked at other options with the customer, but we could not get bank approval for a higher amount, and the customer did not prefer any of these options. We feel we did all we could to find an acceptable option for the customer, and understand that the no-fix recall is disappointing.
Initial Complaint
Date:06/12/2024
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 car on 8/20/2023 from #1 cochran lot1. Since the purchase the car has been in the shop 4 times for the same issues, over heating, engine light flashing, not accelerating. Twice to the service centers at cochran. This previous time (the fourth time) it has been at the service center for over a month with no update or service.
Customer Answer
Date: 06/13/2024
I was told that the car needed a new engine and transmission. So i was sold a car with a bad engine and possibly transmission. They were unsure if the transmission needed replaced due to the engine failure or if it was sold to me already broken
Business Response
Date: 06/16/2024
The customer's 2013 Sante Fe was towed in on 5/7/23 with a flashing
check engine light and engine noise. We advised it would be 10-14 days before
being able to look at the car.

5/24/23
pulled DTC P1326 and preformed bearing clearance test, failed - created PA for
engine replacement
5/27/23
PA requested valvetrain pictures, pictures submitted
5/31/24
PA approved and engine ordered - Customer was updated with status and advised
parts will need to be ordered.

6/7/24
Started engine repairs
6/10/23
tech found splines in transfer case and trans unit filed down. Found customer
had an easy-care contract. Opened a claim for repairs. Easy care requested
pictures of damage and mileage. Submitted pictures as requested.

6/12/24
5pm - Spoke with easy care still waiting on final approval- was pending
approval from a manager

Our service manager is working with Easy Care and the customer to resolve the issue. So far,
all repairs have been covered by Hyundai. We are actively working with Easy Care to cover
transmission and transfer case.
Initial Complaint
Date:06/03/2024
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.
This dealership is using the cheapest rotors and breaks on their cars and still charging full price when selling them.. I’m going to change out my rotors and brakes since they continue to squeak and the dealership has looked at them saying there’s nothing wrong, instead of admitting there’s cheap parts that are causing the squeaking. I’m also having an issue with the battery as it’s already died and I just bought this car a few months ago!! This dealership is scamming people as I know many others have had the same issues. This shouldn’t be allowed without them telling the customer what’s really in the car instead of passing it off as everything brand new with no problems.
Business Response
Date: 06/05/2024
We are unable to find a record of this customer in our system without adequate information. We would like to request that the customer provide their address, phone number, and email address as well as the location that they visited so that we can further look into the details of their complaint.
Initial Complaint
Date:05/29/2024
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 purchased a vehicle from Cochran VW in 2022. Over the past (almost) 2 years I have REPEATEDLY "unsubscribed" from their emails, only to keep receiving them. They need to fix their system, and STOP SPAMMING former customers that no longer wish to hear from them.
Business Response
Date: 05/30/2024
We understand that unwanted emails can be frustrating and empathize with the customer. Unfortunately, emails can come from a lot of different providers. While she may have unsubscribed from our email system, the emails could also be coming from Volkswagen's system, Orbee, Giaco, Automotive Mastermind, or directly from our CRM. Due to privacy requirements, we are not able to check other marketing systems outside of our own. We would like to request that the customer forward examples of the unwanted emails to our customer care team at [email protected] so that we can determine where they are coming from, and if there is anything we can do to stop them. Our other suggestion would be to block the sender rather than to unsubscribe.
Customer Answer
Date: 06/11/2024
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 have attached 2 advertising emails I have received from Cochran in the past 6 months. There were more, but they have been deleted. As I said, I have "unsubscribed" from your junk mail NUMEROUS TIMES, and yet I keep receiving your crap. When I bought a used car from your company in 2022, I did NOT agree to be put on marketing emails lists, nor did I agree to have my information sold or given away. This problem needs to be fixed, as I do NOT want to receive ANY of this SPAM.

Regards,

****** *******
Initial Complaint
Date:05/28/2024
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 April 11, 2024, I brought my vehicle to #1 Cochran Kia due to an issue with the alternator. The service was completed within a reasonable timeframe, albeit at a slightly above-average cost, which I found acceptable. During the service, I had a discussion with Jeremy P************ a service advisor, who suggested that the problem might stem from a faulty alternator previously installed by a local Monro location a few months prior.

Upon assessing the extent of the damage, it was agreed that both the alternator and the battery would remain in the vehicle so that I could pursue a warranty claim with the manufacturer. However, when I picked up the vehicle on April 23, 2024, at 06:18 PM, the parts were not inside the vehicle as agreed upon.

Following the repair, I encountered difficulty in reaching Service Advisor Jeremy to address this issue, as the installing mechanic required the part to pursue reimbursement. After finally managing to contact a staff member at #1 Cochran Kia, I was informed that contrary to our previous arrangement, the part had allegedly been returned to the manufacturer, Duralast, for a "core charge." However, upon contacting Duralast, they could not confirm receiving the part.

At this point, I request, at the very least, a refund for the cost of the part and related installation expenses as this deviation from agreed upon courses of action led directly to the inability to seek relief from relevant parties.
Business Response
Date: 06/01/2024
*** ******** My name is Chad M****** Parts and Service Manager. After reviewing your concern, I spoke with the advisor,
technician, and my Parts Manager. We have had issues in the past with
non-oem (aftermarket) electronic parts (ie., starters, alternators, and A/C
compressors) These parts are all remanufactured. This means there
is a core for every part replaced. The alternator that you purchased
originally (Duralast) from another company, had a core turned in at
that time, or there was a core charge added to the cost of the repairs.
When we replaced this alternator with an OEM part, the "Duralast
unit" was returned as the core for that repair. When we returned the
cores, because the part that is currently in your vehicle is OEM, the core went
back to our KIA parts warehouse for processing. There, they send these
cores to whatever company they contract to recondition these parts for
resale. If the advisor promised you the part back, I would be
willing to offer you service credit for the core charge, but we will not be
able to reimburse you for the cost of the alternator. If you would like
this option, please forward the receipt for the core charge to my email: ***********************
Thank you for allowing us to service your vehicle.
Initial Complaint
Date:05/27/2024
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 finance department has no regard for customer service or requests. I made it abundantly clear several times that we wanted our credit ran through ONE finance company because we are purchasing a home soon and that could have a negative impact to my credit. I filled out the credit application & verbally confirmed that the finance manager would only run my application through one finance company. Shortly thereafter, I received an email from cochran stating that they were working on my pre-approval. I was then alerted from a credit monitoring app that I had 2 inquiries, and then another financial app received 4 inquiries. Since then, I have now been alerted about 5 inquiries via one of my credit cards that I pay to monitor my credit (this information/verification has been uploaded to this complaint.)
I approached the finance representative and he stated that he ran my credit through 2 other companies because the first company showed my credit as locked. I asked why there was no communication from them to me before they ran it through two additional companies & he stated it happens automatically. It is interesting that if the first financial institution showed my credit as locked, why did it run through the other two banks that he mentioned?
It is very unfortunate that there is such disrespect & disregard for customers needs and wishes because they had the vehicle I was ready to purchase today. Clearly cochran finance team doesn't care about their customers and are in it to make money, by any means possible.
The most unfortunate part about this experience is that I need to now go to another dealership to purchase a vehicle & my credit will need ran again.
I am insisting that cochran correct my credit report because this is their mistake.
Business Response
Date: 05/28/2024
We understand our customer's frustration, and are working to reach a resolution. This financing scenario was a pass through program through Nissan. Because she had a lock on her credit, this program automatically sends to additional lenders after turndown in an attempt to gain financing. In this program, it sends to Nmac to Santander to Exeter and then to GLS. Our sales manager has reached out to the customer via phone to discuss and explain that this was just system issue due
to the credit being locked.
Our
next steps to resolve:
- Get an approval through
Nissan with the rate we discussed
- Provide any reasonable
information needed for them to dispute the additional bank
- Set a time for them to
come and finalize the transaction within the next 48 hours
Customer Answer
Date: 05/28/2024
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 spoke with the sales manager late last evening and he emailed me some information today but I am waiting for additional information. I am also not able to yet submit the dispute the transactions or verify that my credit was in fact locked until I have the additional information. I will be fully comfortable accepting a resolution once I have the credit bureau name so I can confirm on my end the status of my credit and make changes/disputes as needed.

Regards,

******* ******
Business Response
Date: 05/30/2024
We have reached resolution with this customer. She is currently at our location, taking delivery of her vehicle.
Initial Complaint
Date:05/24/2024
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 dropped my car off on tueday and today is friday and my car will probably not be ready until tuesday. Kia does not give loaner cars and i would have to go another 4 days with no vehicle. I spoke to the Manager Jeremy and he was no help and really didnt care i would be without a vehicle for another 4 days. i am spending over $4000 there to get my car fixed with no help from them. when i dealt with the pontiac side for years i had no problems, but this is a huge problem if my vehicle is not fixed today.
Business Response
Date: 05/24/2024
The work on the vehicle was completed this afternoon and customer was made aware that the vehicle was ready for pickup.
Customer Answer
Date: 05/28/2024
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 did get the vehicle back that day, but dealing with Jeremy there was not a good experience. While waiting for him to return to his desk, he had an "offensive" name plate that said something like he is the big dog and I knew dealing with him would not be a pleasant experience. He ranted and raved about how good they are without taking any of my concerns into account. His responses to me were rude and condensending. He treated me like I was a nobody and since he had been doing it for 20 years that nothing I was upset about mattered. I did not like be treated like this.

Regards,

***** ********
Initial Complaint
Date:05/23/2024
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 May 22, 2024 after receiving texts from Salesman Andrew, I visited #1Cochran Buick GMC in Monroeville Pa to view an advertised 2023 black GMC Arcadia Denali. Upon my arrival, Salesman Andrew passed me off to another older Salesman. After test driving the 2023 Arcadia Denali, having my trade in vehicle appraised, I sat around that dealership for hours waiting on the deal offer. I didn't like the initial offer for my trade in so I made a counter offer. The Salesman went back and forth to another office and came back and told me I could get my counter offer if I could make the deal today. I was willing to go through with the deal until the Salesman started waffling about the figures. However, as soon as stated I had my own outside financing his attitude immediately changed and he told me #1Cochran didn't accept outside financing from the Navy Federal Credit Union. I knew not to be true because I had spoken to a #1 Cochran Finance person at a different location who verified outside financing was accepted from Navy Federal Credit Union. There seems to be something nefarious in my interaction with this particular Salesman. It seems he wanted to force in- house financing down my throat to make the sales transaction. Going as far as to lie to me about #1Cochran not accepting outside financing from the Navy Federal Credit Union.
Business Response
Date: 05/27/2024
Navy Federal Credit Union issues two types of
financing and we have different rules for each. If the customer has guaranteed
funds, we accept on the spot. If the customer has a loan application, we have to
coordinate that longer term, as the funds are contingent on terms of the sale.
Neither the customer or the dealership controls when the funds will be
available in that instance. We apologize if there was any miscommunication as to the type of loan and the difference between the two.
Customer Answer
Date: 05/28/2024
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 completely reject this response. I came into #1Cochran Buick GMC with guaranteed funds in the form of a Navy Federal Credit Union (NFCU) Bank Draft in hand. I physically shown the guaranteed NFCU bank draft to this particular Salesman and he clearly stated to me that #1Cochran does not accept outside funding from the NFCU. I was totally taken aback by this and when I asked this particular Salesman for a reason he stated and I quote " it would take me too long to get my money with NFCU". This particular Salesman sound as if I took inside financing he would be able to get his commission much faster. At that point, this particular Salesman refused to finish doing business with me and wasted hours of my time.

Regards,

***** ******* **
Business Response
Date: 05/30/2024
We do not accept NFCU DRAFT checks, we do accept certified checks from credit unions, but not DRAFT checks. We apologize if this was not explained to you correctly. The team
member assisting you with your deal would have no reason to deny any form of
payment that #1 Cochran accepts, and their compensation is not dependent on
when funds are received. This policy is in place to protect the company, as
draft checks are not a guaranteed form of payment. We apologize for any
inconvenience. If the customer would like to send us a copy of the check (marked void) we
would be happy to review and retrain the team member, if it was in correct
information relayed to you and it was guaranteed funds.
Customer Answer
Date: 05/30/2024
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 completely reject this double talk response. The responder stated in the previous response that #1 Cochran accepted Navy Federal Credit Union (NFCU) financing. I have been a NFCU member for over thirty years and they guarantee funds the same each time and everytime. The form of payment I presented to #1 Cochran Buick GMC in Monroeville, Pa was guaranteed funds and there is always an 800 number that I could have provided and which Is also printed on the NFCU paperwork to call for verification. This particular Salesman didn't want to take the time to process my outside NFCU financing. Again, the form of payment (draft) wasn't the entire issue, NFCU financing was. As I previously stated, this particular Salesman clearly said to me and again I quote " #1Cochran doesn't accept Navy Federal Credit Union financing". It is my belief there was some other nefarious reason for what this particular Salesman did to sabotage my transaction.
Regards,

***** ******* **
Initial Complaint
Date:05/20/2024
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 purchased an extended warranty on 2/6/2021 when I bought a used 2018 Ford F 150 for the price of $3272.00 . When I traded in the 2018 Ford f-150, I requested a prorated refund for the unused balance of the extended warranty. My initial request for this refund was made on 5/9/2024 by calling Dominic at the Ford Dealership and leaving him a voicemail since he did not answer. I called Dominic again on 5/10/2024 and left another voicemail. Since my calls kept going directly to voicemail, I called the dealership and asked to speak to a manager to make sure my voicemails were received by Dominic. After speaking to Matt, the general manager of car sales, he told me Dominic was out of the office on 5/10/2024, but he would call me first thing on 5/13/2024 to arrange for the refund. He told me Dominic works regularly with the warranty company and it would be a simple process to get my refund. After waiting several days, I called back on 5/15/2024 and again got the voicemail for Dominic and Matt. I have left both of them several more massages asking for a return phone call to discuss my rebate, but I did not receive a return call from either person. I called Ford Motor Company directly and I was told it was the dealerships responsibility to issue the refund and they could not help me, only the dealership could. As of 5/20/2024 I still have not received a phone call from the dealership to discuss my refund.
Business Response
Date: 05/23/2024
We appreciate the customer bringing this to our attention, and apologize profusely for the lapse in communication. Unfortunately, there was a lapse in communication between our team over the course of several team members taking PTO. We apologize that this negatively impacted our customer. Our finance manager has reached out to the customer and will execute the cancellation as soon as possible, following a conversation with the customer.
Customer Answer
Date: 05/26/2024
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 have been contacted by the company, and I have submitted all requested documentation that they asked me to provide. I am waiting on the company to verify that they received the documentation I sent them.

I would like to keep this case open until the company has issued me a refund and I have received it before I close the case. This is the reason for me rejecting their response. Once the refund has been received I will close the case.

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

Regards,

******* *******
Business Response
Date: 05/30/2024
Our finance manager has informed the customer that all documentation was received. Everything needed for the refund has been submitted to Ford. Our finance manager will reach out with any further updates. It can take up to 3-6 weeks for the check to be issued, so it is out of our hands at this point in time.
Customer Answer
Date: 06/04/2024
[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:05/17/2024
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 purchased GAP insurance on a Hyundai Elantra I purchased from them in 2018. I was told at that time, if I didn’t use the GAP the money would be refunded to me. My car was totaled in March 2024. While at the dealership in April, I confirmed with the sales manager that I am entitled to a refund. I contact them in April and was told to send a copy of proof the car was totaled from the insurance company. I emailed it to Lamont M***** *n 4/18/24. I followed up twice to Lamont on 4/24/24 and 4/27/24 with no response. I’ve called twice and left a detailed message on the finance line, the last time being 05/15/24. My call was never returned. I reached out on the chat line on 5/8/24 and was told my information was being forwarded to someone. I was never contacted.
Business Response
Date: 05/23/2024
We spoke with this customer on Tuesday 5/21/24 to have her sign a new cancellation form, which will be backdated to the total loss date. That is in process right now. Once that is completed, the customer will receive a check within 4-6 weeks.
Customer Answer
Date: 05/23/2024
[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,

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

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#1 Cochran Automotive is BBB Accredited.