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:02/02/2024

  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.

  My vehicle was taken into the KIA dealership located on Campbell's Run Rd., Pittsburgh, PA on 1/5/2024 for service to determine why the battery kept dying. The vehicle is still there with no answers to the problem. No one has reached out to me to give me any information. The majority of the time when I call, no one answers or calls me back after I leave a message. The rare occasions that someone does pick up, they give me the impression it's almost done but then I don't hear anything for almost a week before I call again and no one answers. I haven't paid anything yet but the last time I talked to someone two weeks ago, the labor charges were over $500. I have an extended warranty on the car but it can't cover anything if cochran doesn't call them to file a claim. I've been without a vehicle for a month with no idea if and when my issue will be resolved and no way of being able to get any information because they won't answer or call me back. I do not feel I should be held responsible for daily labor charges for an entire month when I don't know what they have been doing.

  Business Response

  Date: 02/07/2024

  The vehicle had an issue starting one time while it was at our location. We did test the battery and checked for any parasitic draws while the
  vehicle was down. No issues were found after hours of diagnosing. The customer
  is not being charged at this time. The vehicle is now operating as designed.
  

• Initial Complaint

  Date:01/17/2024

  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.

  Had warranty work done to my 2018 Honda Ridgeline at the #1 Cochran Honda Dealer in Johnstown PA. Vehicle was picked up on 1/17. In the process of the covered warranty work, tech broke the right front axle. OEM was backordered, aftermarket was ordered but the cost was placed on me for replacement.
  
  Discussed with service representative and service manager that there was no way that this could be covered by the dealer. I would be responsible for an axle that was broken by the dealer. Also contacted corporate Honda who were very understanding but reported this is a private dealer and could not intervene. Formal complaint was submitted.

  Business Response

  Date: 01/18/2024

  Our management team spoke with this customer on Tuesday evening. The car came in with a faulty torque converter that we were able to get covered under warranty.  The axle was seized in the transmission and is not a covered component under powertrain.  We soaked the axle overnight in an attempt to save it but were unsuccessful.  The factory part was on national back order so to avoid the customers car being down for an extended period we found a cheaper and available aftermarket part.  This was all explained to the customer and he authorized repairs, but changed his mind after the repairs were completed.  Honda does not cover consequential damage under warranty and nothing we did would have changed the situation.

  Customer Answer

  Date: 01/19/2024

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

• Initial Complaint

  Date:01/17/2024

  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 9/18/23, I took my vehicle to Cochran VW South Hills, my engine light was on with code P2015, intake manifold issue. They replaced the manifold, cleaned the intake valves & performed a multi-point inspection. Upon leaving on the 20th, I instantly smelled gas coming through my vents. At the time, I thought it was because of the work they performed by the engine. The smell was at times unbearable over the next 2 months, especially if I used the AC or heat. I made an appt. on 11/6 to address this issue but I cancelled it the day before because it wasn’t smelling as strong. I didn’t want them to say they couldn’t smell anything. The smell didn’t go away. On Jan. 4, the coolant temperature light came on, but the vehicle did not overheat. It was leaking a fluid in our driveway & on the drive to our local mechanic, who then asked if the manifold was replaced recently. He saw a leak coming from the manifold & said it wasn’t placed correctly & recommended to drive it back to VW South Hills, but be cautious due to the leak. Now, because of the leak, the water pump needs replaced & the fuel rail is corroded in several different pieces, needing replaced as well. If the fuel rail, manifold & water pump are all located near each other & the fuel rail had to be taken off for the manifold to be replaced, how could they not notice the fuel rail is corroded beyond repair? These new issues, that are causing large safety concerns, stem from the manifold being repaired incorrectly. I will not pay for these new repairs that were solely caused from the manifold being improperly installed, thus started leakage onto surrounding parts, nor the inability to notice corrosion on a part that needed to be removed in order to fix the manifold. This is a huge safety issue that started because the manifold was not fixed correctly. I will also be filing a complaint with Volkswagen of America, Inc.

  Business Response

  Date: 01/19/2024

  We understand how frustrating it can be to face difficulties with a vehicle, and are currently working on the issue. The manifold was replaced at the end of September at 84,654 miles. The manifold repair was covered under a warranty extension provided by Volkswagen of America. The procedure, published by Volkswagen of America, does not include any work function that would expose the union of the fuel line into the brass fitting.  This union is the cause of the fuel odor. So we want to make clear that while the parts mentioned in this complaint are near to each other, they are not necessarily visible during repair. Additionally, the odor was not brought to our attention until the most recent visit on January 15, 2024. This is almost 4 months and almost 4,000 miles since the original visit. We have provided the customer with a loaner vehicle at this time and continue to do all we can to repair the vehicle. In summation, the manifold was installed correctly, and during that repair, the fuel line and brass fitting were not visible. We were not made aware of that issue until recently, but we are doing everything we can to assist.

  Customer Answer

  Date: 01/22/2024

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

  I am not satisfied with VW's response. I called on November 2nd, 2023 to make an appointment scheduled on Nov. 8th, in regards to the smell. I talked to a representative on the phone, telling her there was a strong odor coming from the vents. Prior to being transferred to her, the recording says "all calls may be recorded for quality assurance," so they can go back and see that I called one month after the manifold was replaced, noticing the issue. When the coolant light came on in December, both mechanics I took it to immediately asked if the manifold had been replaced recently because they noticed it wasn't installed correctly. The service department at this dealership needs to at least discount the repairs on the vehicle. After talking to a few people, I may have to file a small claim complaint with the magistrate's office.
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:01/14/2024

  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 am writing to file a complaint regarding a persisting issue with the repairs on my Audi Q7, and I am seeking your assistance in resolving this matter.
  
  In February of 2023, my vehicle was involved in an accident, and it underwent repairs at City Collision for two months, investing over $30,000 for the repairs. However, upon completion, a clicking noise emerged. City Collision identified the issue as a hair-thin crack in the axle, leading to further damages over time. After much back and forth with insurance, the problem was supposedly fixed at Audi of Pittsburgh. Unfortunately, the same noise persisted upon picking up the car.
  
  Subsequent inspections by Audi of Pittsburgh revealed a steering gear issue, but City Collision refused to address it, directing me back to Audi of Pittsburgh. When contacting Pat at Audi of Pittsburgh, he suggested dealing with the insurance independently, leaving me in a frustrating situation. Despite City Collision's assurance to liaise with Pat, he now claims ignorance of the matter.
  
  Despite multiple attempts to contact Pat, he has been unresponsive, and promises to investigate and return my call by 01/02/2024 remain unfulfilled. City Collision has also faced difficulties reaching out to Audi of Pittsburgh.
  
  The original value of the car stands at approximately $47,000, and my insurance coverage exceeded $30,000. Despite this substantial investment, the unresolved issue continues to jeopardize the safety of myself and my baby, who accompanies me daily in this vehicle. The noise has escalated over time, leaving us in an increasingly precarious situation.
  
  This ongoing lack of communication and resolution is deeply concerning and has left my vehicle in an unresolved state. I kindly request your intervention in facilitating a prompt and satisfactory resolution to this matter.
  
  Thank you for your attention to this issue.

  Business Response

  Date: 01/26/2024

  I think this all comes down to a misunderstanding.

  The customer originally had their vehicle at City collision for repairs related to an accident in February for 2023. It wasn't until October 2023 that City collision called us and asked us to look at the vehicle for a noise they could not figure out. We looked at the car and ordered a driver's front axel, and subsequently installed the axel. It wasn't until December 14th they had come back again saying there was still a noise. A different advisor had worked with them on that day and did not know the history of the car. The technician that day had diagnosed the noise as a bad steering rack. The customer declined the repair. again weeks went by until it was brought to my attention that the customer was trying to link this to the original insurance claim and I told them I would help from there. Since they filed the complaint I have had their car back into our shop to get photos at the request of the adjuster from their insurance company. I spoke with Charles G**** (their adjuster assigned to their claim. He told me he would handle it from here and that he would contact me if there was anything further that would be needed from us.

  Hope this helps,

  Best Regards,

  Patrick M********

   

• Initial Complaint

  Date:01/12/2024

  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.

  #1 Cochran Kia, Robinson, PA - Cambells Run Road.
  
  Engine knocking, acceleration issue:
  
  2014 Kia was serviced for a knock sensor on 7/23/23 - replaced by Kia, plus additional services, including new brakes, air filter, inspection, oil change, wipers.
  
  Back in for service on 11/17/23 for the same issue - Charged for service. Said it was fixed.
  
  After getting the car back, less than 24 hours later, we were back at the dealership for the same issue on 11/18/23.
  
  Car is currently at the dealership, it is 1/12/24. They are testing to see if it qualifies for a new engine. I have heard from the Service Manager at the dealership 2 times. I leave messages every few days. I also have a case open at Kia Corp. It has been escalated, but no one follows-up. NO ONE - EVER!
  
  I have had no car for 2 months.

  Business Response

  Date: 01/15/2024

  The
  customer was contacted to pick up their vehicle today. He said he most likely
  won’t be able to get it until tomorrow. Kia sent a field tech representative to
  look at his car last week. All checked out ok at this time. 

  Customer Answer

  Date: 01/17/2024

  I do not accept the response from #1 Cochran Kia of Robinson, nor am I satisfied with their efforts.  
  However, it is good to note that the best way to get a response from them is to submit a report to the BBB. The day after submitting the complaint, I received a call from the service manager who let me know that there is nothing wrong with my car; a car that has been in their possession for almost 2 months. This is the third time they've "fixed it" or considered it a non-issue. Each time, after 1 day or less on the road, the car reverts back to not accelerating beyond 40 MPH.
  So it took 8 weeks to find that nothing is wrong.
  I have been without this vehicle for two months and finally received an answer.  I even tried escalating this 4 weeks ago to Kia Corp., which also did nothing.
  I will pick-up my car. But will never recommend this dealership based on their lack of concern and disregard for customer service.
  I would also never buy a Kia - based on their awful response to this situation.
  There is no need for any additional response from #1 Cochran. They've wasted my time and money.  I am confident they treat other customers in the same way.  

• Initial Complaint

  Date:01/07/2024

  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.

  My vehicle was towed in on December 2, 2023 for a check engine light. Diagnostic test done on December 4, 2023 to confirm a noncompression engine. Vehicle is still under warranty and I was advised a warranty claim would be submitted. On December 5, 2023 the service advisor Matt was finishing the warranty claim. I was not successful on getting in contact with anyone in the service department except for the operator which advised me they are still waiting on the Kia corporation to decide on the warranty.
  On January 3, 2023 I contacted Kia Corporate Customer Service after several attempts of call Kia Robinson and getting no answer. I spoke to Steve who started a claim regarding the issue of my car being at the dealership for a month with a check engine light. Steve placed me on hold and contacted Joe the Service Manager at Kia Robinson. Joe advised Steve at Kia Corporate customer service that the ticket for the warranty has been sitting in the computer as a draft. I still have not received a call from Kia Robinson with an explanation or an apology. I'm out $1500 for one month of a rental car and needing to rent my rental car another month at this point. I'm just wanting answers and feel I'm being avoided.

  Business Response

  Date: 01/11/2024

  The customer has been placed in a loaner vehicle and we are in touch with updates as we receive them. We believe that we are in close contact and that a resolution is being reached.

  Customer Answer

  Date: 01/17/2024

  [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:01/04/2024

  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 had taken my car in and mentioned that over the past year there had been less than a handful of times that my car had rough idled. In the past when the car was restarted the issue was resolved or it resolved itself on its own. I declined the services recommended by the mechanics and picked up my vehicle. When I picked up this vehicle after this business worked on it, it was now in an unusable condition. They state that because I did not pay them to fix my car that it is not there issue. My once usable car is now no longer, due to the intervention of this business.

  Business Response

  Date: 01/04/2024

  We understand that it can be frustrating to experience malfunction in a vehicle, and do everything we can to diagnose and repair. This customer expressed a concern with shaking in his vehicle and asked that we advise. We diagnosed this customer's vehicle and advised that the coils would need to be replaced. The customer declined the repair, and we waived our diagnostic fee. Please see attached Repair Order.

  Customer Answer

  Date: 01/05/2024

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

• Initial Complaint

  Date:01/01/2024

  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.

  My check engine light came on end of August 2023. Brought the car in to Nissan Cochran Monroeville said they had to order the part. Called several times text several times still have not had any response on why they can’t get the part and it’s just a simple intake valve. I bought three Nissan’s from there, and I will never deal with this Nissan dealership again for the poor response And still have not had the car fixed because every time I call nobody calls me back I have text them emailed them and called them. It is now 2024 still with no part or no response .

  Business Response

  Date: 01/02/2024

  We apologize for the inconvenience the customer has experienced with this part. We expressed at the time the order was placed that the part was on backorder, which was documented in the customer's paperwork. We have been in contact with the customer through the process, including a phone call approximately three weeks ago as well as via text as of this morning. At this time, we still do not have any updates, as the part still remains on backorder. We will keep the customer updated with any changes in status.

  Customer Answer

  Date: 01/02/2024

  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.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards, I have several Nissans two are waiting for parts . The one I am Referring to is the Nissan rogue 2016 nobody has contacted me I have tried several times to get a hold of somebody. Nobody responds so that’s BS that they sent a message maybe to my other daughter who has a Nissan Xterra who is also waiting on a part.
  
  
  
  *** *******

  Business Response

  Date: 01/09/2024

  The vehicle we are referring to is the 2016 Rogue, *** ******************* Customer was informed during original visit that the part is on backorder. Our records indicate that we called and texted with updates that the part has remained on backorder. As of 1/8/24, we had our parts manager again check the status, and the part is still on backorder. Our plan is to check the ETA weekly and update with any changes in status. We understand how frustrating it can be to wait for a part, and will update as soon as we have an ETA.

  Customer Answer

  Date: 01/09/2024

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

• Initial Complaint

  Date:12/26/2023

  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 my catalytic converter fixed under warranty. They also tried charging me 1000 dollars to change 4 spark plugs and fuel cleaning. After they fixed it I been having problem with the exhaust and loss of power. I feel unsafe driving my vehicle on the road. I called and explained what was going on and took it back a few days later. They were the last people to touch my exhaust and once again they tried charging me money.

  Business Response

  Date: 01/02/2024

  Customer had scheduled to come in today to have our team look at the car, however he was not able to make it in. The customer is coming in tomorrow and our team plans to handle the issue directly with the customer to ensure satisfaction. 

  Customer Answer

  Date: 01/02/2024

  [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:11/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cochran was to ship the tool kit for the Jeep Wrangler upon original signing. They never ordered it until recent complaint of the battery failing. After calling in attempts to pick up the tool kit and spare key, they have now said I would be charged for services and brought up that it was because the complaints made to the BBB that they would not be completing the already agreed upon request.

  Business Response

  Date: 12/04/2023

  The tool kit was given to the customer on Thursday, November 30th and there are no charges associated to the kit.

  Customer Answer

  Date: 12/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  While the tool kit was only given to me because my father went up and a different sales associate and manager were helpful since the other two ran away from the situation, The spare key was not fixed that day and was told I would have to pay for it though this was agreed upon signing. The lack of consistency and willingness to settle the conflict has continued for months from poor practice. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter]
  
  
  
  Regards,
  
  
  
  ****** *****