Business Profile

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#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

138 total complaints in the last 3 years.
44 complaints closed in the last 12 months.

If you've experienced an issue

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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: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.
Initial Complaint
Date:04/02/2025
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.
Took my car to get looked at due to mechanical issues. They tried to charge me ****** on issues I know I didn't have. I paid for ******* worth of work. On my receipt it says I got an oil change; my dipstick is bone dry and brown. Its also states I got my fluids replenished and didn't. Last but not least, they said my car was cleaned and sanitized which wasn't and it smells like they were smoking in my car. When speaking with ***** *****, I stated the discrepancies and he proceeded to be sarcastic and sag well how you know they didnt? Well if my oil was changed and my car was cleaned that is something anyone can notice. He proceeded to make fun of the issues at hand and was no help. ******** customer service. I feel like they charged me and none of the work was done.
Business Response
Date: 04/03/2025
We appreciate the customer reaching out to discuss her concerns, and apologize for any negative interaction or miscommunication. We have attached the customer's Repair Order, as well as included a video below. These detail the work performed, recommended, and and declined by the customer. We are happy to answer any specific questions about this RO and video.

****************************************************************************************************************************;
Initial Complaint
Date:03/20/2025
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 contacting #1 Cochran in *************** where I bought my vehicle for a paint/body issue on my new 2023 Dodge Durango SRT that I bought August 8, 2023 since February 2024. There is was damage to the paint and body on the passenger and drivers side doors, rockers and fenders. At the time I had it looked at by an auto body shop local as I was instructed by our salesman and the shop said this was is in no way damage from solely from road debris. The car is a maroon color and the paint was taken clear down to where it was totally white and completely missing and the body the damage was eating into the body of the car. The dealership assured me that if I turned this into the ********* paint warranty they talked me into buying that they would cover it that thats what it is for if the manufacturer warranty would not cover it. ******* Auto body did EVERYTHING as they were instructed to do step by step by the warranty down to what paint they had to use and the company refused to pay them after the job was done claiming it was road rash. So we have an u pains $3600 bill there due to this. I have contacted # 1 Cochran on many occasions and I have it documented and proof the of conversations of them giving me a hard time on helping me Fox the issue to prevent the damage to happen again because they claimed all it needed was mud flaps they claimed at the time didnt exist. After taking my car to them because I I insisted they do something to help this situation because the auto body shop said there is clearly a defect of some kind with the body and or the paint , they found mudflaps then that would fix the problem and said to get the clear protectant rubberized material put on and that should take care of it and we did along with their mudflaps. Now in January 2025 a few months after the new paint job the same exact issue has occurred. ***** the regional operations director promised a resolution and now is refusing our calls and ignoring messages
Business Response
Date: 04/03/2025
We are aware of this customer's concerns and understand the frustration. We have been working in good faith for over a year to assist this customer. The customer lives on a gravel road and the tires on the vehicle kick up rocks, causing paint damage. We have provided free mud flaps to help mitigate the damage and have repainted the vehicle once at no cost. At this time, there is nothing left that we can do for the customer. Our most current recommendation to the customer is to bring the vehicle in to our service location so that we may open a case with the manufacturer to see if they will cover anything further.
Initial Complaint
Date:03/06/2025
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 put a $500 deposit on a vehicle that they cannot sell us due to a mechanical issues. We have made multiple requests for a refund and have not received one. They refuse to return our call and their Voicemails are full. We simply want our $500.00 back as the only reason we did not purchase the vehicle was due to the dealer not being able to sell the vehicle to us.
Business Response
Date: 03/06/2025
We apologize that we were not able to work a deal on this vehicle with this customer, and for any delay in communication. The refund was issued today as of 12:38pm.
Customer Answer
Date: 03/07/2025
[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.
Hello I just received the $500 finally after contacting them for over a week. So this can be closed please. Thank you

Regards,

******* ******
Initial Complaint
Date:03/03/2025
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.
On February 4, 2025 I had my car towed into the dealership because it will not start, my car had been at the dealership for a month now and they have not even looked at it to diagnosis a problem and my car is still under warranty this has cost me $2000 in rental car fees to date
Business Response
Date: 03/11/2025
The customer's car was towed in with a no start condition. We are currently working through the diagnostics. The vehicle has no compression on 2 cylinders with no codes stored. Currently our technician is working to remove the timing cover to see if the timing has jumped. We hope to have answers this week.
Initial Complaint
Date:02/13/2025
Type:Billing 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 husband took his **** Bronco for The Works package on Feb. 10, 2025. When he made the appointment on their app it stated the price would be $85.17. We were due one free oil change given to us from the finance manager. We also have many points accrued that would cover the cost. I had my husband relay this to the service technician who advised they had a new finance manager and he would not honor the free oil change. Im the end he didnt use our points either and my husband was charged $125.84.I called that day when he got home and tried to reach someone to correct this but as usual I spoke to a call center female (name of which I have) who was very helpful but couldnt reach the technician either so I was told she was emailing him and the Manager of the ************ to have them call me ******* of this time I have not received a call. Im taking this action because I dont have the time to keep calling them only to get the run around which has happened in the past. We have purchased many vehicles from this dealership and their reputation of returning calls is definitely not a good one.Also, I do not care if they switched finance managers. They should still honor what we were promised (which I have in an email)
Business Response
Date: 02/18/2025
Our service manager has contacted the customer and we believe an acceptable resolution has been reached. We will be issuing a refund check when our accounting team gets in tomorrow morning. We appreciate the customer bringing this to our attention and apologize for any inconvenience.
Customer Answer
Date: 02/19/2025
[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. I very much appreciated their quick response and willingness to correct this issue.

Regards,

******** *******
Initial Complaint
Date:02/03/2025
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.
My husband and I visited #1 Cochran on January 30th to check out a 2023 Acadia Denali. I had previously purchased from their *********** location and felt comfortable buying from them again. We worked with *** *** and met with Sales Manager ****, who emphasized their clear-cut pricing and refusal to mark up vehicles. However, he stated there was no flexibility on the Denalis price. Since it didnt align with our budget, we considered other options. *** suggested a 2022 Acadia at a lower trim level, and I decided to move forward. My husband asked if even a $500 discount was possible, but *** said no. Since the Finance Manager had left, I was told to return the next day to finalize the sale.After leaving, we felt good about the price. However, between Thursday night and when I returned Friday, the price was reduced by over $800 without my knowledge. I completed the purchase unaware of this change. Upon discovering it later, I called *** on Saturday morning, only to be told the price drop was the "internet teams" fault. This felt like a deflection rather than accountability. The right thing would have been to honor the publicly advertised price at the time of sale. It appears no one expected me to notice, which is both disingenuous and unethical.Additionally, when I raised the issue, the dealership removed the vehicle listing instead of marking it as soldunlike other vehicles on their site. If #1 Cochran truly values its customers, they should address this discrepancy and offer a solution. Transparency and fairness should be priorities, not just talking points.The contracted purchase price was $26,434.00. The price was reduced to $25,617.00.
Business Response
Date: 02/04/2025
Our management team has reached out to the customer and explained the misunderstanding. We again apologize for this inconvenience. The customer has opted to use the price difference towards an extended warranty, and is currently selecting which option they'd like to move forward with.
Customer Answer
Date: 02/06/2025

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: 02/20/2025
My name is ****** **** and I filed a complaint against #1 Cochran earlier this month. The complaint # is ********. After the business received the complaint I finally got a phone call on February 4th from the sales manager, **** who was mentioned in the complaint. He stated that there has been some confusion about who was supposed to call me back but they were going to make things right and send me a check for $817. I said that would be fine but that I would like to speak with the Finance Manager, **** to discuss pricing for an extended warranty. **** transferred me to **** who gave me pricing options for warranties. I updated my complaint to say that I was accepting the proposed resolution from the business on February 4th or 5th. I ultimately decided not to purchase an extended warranty and called back on February 6th and left a message for **** to say that I would prefer to receive the check instead. In the message I inquired about whether the check would be sent via mail or if I needed to stop in and pick it up. I called again on February 12th and left another message for **** seeking an update and asking again if I needed to come in to pick up the check. To date, I have not received a return call.

It's also worth noting that the tires were rotated on the vehicle before I purchased it, but arguably should have been replaced. Please see the attached photos for reference. I recently discovered that the tires have very little tread left which subsequently led me to order (4) new tires as the current ones are a safety issue, especially in the current weather. I'm not sure how they passed inspection. I have driven less than 400 miles since picking the vehicle up on January 31st.

Overall, I'm very disappointed with my experience. I purchased my last vehicle from the #1 Cochran location in *********** and over the years this location serviced that vehicle many times. My only request has been to be treated fairly as a customer but I've received a lot of excuses along the way. I would like to reopen my complaint as they have not held up their end of the deal.

Business Response
Date: 02/20/2025
Our management team has reached out to the customer to confirm the details of the refund. The customer will pick up the check from us when our accounting team has it ready. We apologize for any delay or miscommunication.
Customer Answer
Date: 02/21/2025
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:01/07/2025
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.
Dates 12/28/24 and 1/3/25 On 12/28 my daughter ****** *. ***** was trying to return her lease and then finance the car. She told them the only co-signer she had lived in ***** and was a ***** resident and they stated that was fine. I fill out the application and show I live in *****. Once the deal goes through they stated you cannot have the vehicle because I reservoir of state. The salesmen ***** make jokes about it she states if I dont come she will be without a vehicle. I asked to speak to management and they refuse. I explained I just had surgery and cannot fly and that Im a disabled veteran under a doctors care which was ignored. I called my lawyer and bank and both stated the deal would be legal if a notary and secure signature software along with ***** can be used. The sakesman still refuses to allow me to speak to Management. I buy a ticket and ignite my physician and we share this with the dealership. I had to buy a 700 ticket because it was last minute and purchase clothing to deal with their weather. When we arrive for me to sign ***** stated he forgot I was coming and I still cannot speak to management. The contract my daughter saw is not there for me to sign and the terms changed and my credit is run for the 3rd time without asking me although Im there. We were there 5 plus hours when I was asked to fly and sign and ***** stated he needed me for the most 30 minutes. I did not finish signing due to frustration and the unethical dealing is this business. My daughter ended up getting a different car which she was not allowed to test drive nor was shown the features or given floor mats while a snow storm is occurring during the deal. She should have been shooed the features and given a safety tour of the car. The car was not detailed nor presented properly. Having an ill disabled vet fly was unethical and we should have been told I could not co-sign. ***** handled this unprofessional and management was non existing in this matter.
Business Response
Date: 01/08/2025
We thank the customer for taking the time to share his concerns with us, and we would like to investigate this further. In order to look up our records of this deal to see what transpired, we need more information. In addition to his daughter's name, we need her phone number and address, as well as which of our locations she visited and purchased from. Thank you.
Initial Complaint
Date:12/26/2024
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 13 December 2024 (confirmation email attached) I scheduled an appointment for, among other things, a tire rotation + brake inspection with this business. On 18 December the services including the alleged tire rotation + brake inspection were performed. No issues were identified with the brakes, and the technician claimed my tires were still fit for use through approximately January or February 2025. On 21 December 2024, I was driving when my brakes 'kicked back' and stopped working, causing my car to slide off the road. I would not have attempted to drive at all if I had known or even suspected there was an issue with my brakes, and I had every reason to suspect my brakes were fit for use given that I had had them inspected only three days prior. In short - this business either did not perform the requested services, or did them in such a poor manner that it may as well have not performed them. The consequence of this failure was a car accident.This is a resubmittal of complaint number ********. The desired settlement has been changed to comply with BBB's prohibition on requesting punitive damages, otherwise the two are identical.
Business Response
Date: 12/31/2024
This customer came to us for an oil change, wiper blade replacement and rotate tires if needed. Our technician found that the brakes and fluids were good, but tires were at 3 in the rear which is only 1/32nd over state minimum. Customer declined tires and alignment, paid his bill, and left. There were no visible issues with the brakes, and they measured at almost 90% so no recommendations were made. The cause of any accident would most likely be the worn tires. If the customer did get into an accident, his insurance company would have completed an inspection to find the cause. If they found the brake system to be at fault, this would have been documented. During the oil change the technician saw nothing that was out of place other than the tires and alignment. A copy of the vehicle inspection report, the invoice, and a photo of the wear on the tires are attached. The customer mentioned nothing about any brake concerns at the time of his visit and the brakes measured more than adequate.
Customer Answer
Date: 01/01/2025
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.

The business' response omits a crucial detail: The technician who reviewed the inspection with me indicated that tire replacement would not be necessary until January or February of 2025. Based on this I did not consider the tire replacement to be urgent - after all, the services were rendered ~two weeks before the start of January 2025 and ~10 weeks before the end of February 2025. And the accident, of course, happened in December of 2024. No matter how the technician's words were interpreted, I could not have reasonably believed my tires were unfit for use at the time the accident happened.
In summary - even if the business' response is taken as true, that does not change the fact that it failed to do its job properly. The only thing the business has successfully disputed is the specific component it failed to inspect properly. The business' response is an admission of guilt rather than a credible defense.
Regards,

******* *****
Initial Complaint
Date:11/25/2024
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 took my car to #1 Cochran ******* Monroeville because my 2019 Tuscon stopped working and it was the place I was told to take my car. First, the car sat for a week before they changed the oil and gave me it back. No more than 20 minutes down the road, the car stopped working right again. This time, when they looked at it, they said it needed a new engine. ******* is covering the new engine because the manifold has already been ***laced twice and the car is only 5 years old. **, my service person at the dealership, told me they'd have the car 4-5 weeks. Halfway through week 6, November 8th, I called to find out when my car would be done. I was told the engine took 2 weeks longer to come in than expected and there were 3 other cars that were getting new engines so my car would likely be done in 2 weeks. We are now starting week 9 and I called this morning to find out what was going on with my car. The service call *** I spoke to said that ** told him the parts were in but there are 3 other cars getting engines put in before mine. THAT'S EXACTLY WHAT I WAS TOLD 2 WEEKS AGO! This is infuriatingly ridiculous and there doesn't seem to be anything I can do about it.
Business Response
Date: 11/25/2024
At this time, this customer's vehicle is scheduled to be in the shop tomorrow (11/26) and completed by end of business Wednesday, as long as there are no issues encountered during the repairs.
Customer Answer
Date: 11/26/2024
[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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