Complaintsfor#1 Cochran Buick GMC

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  30 minutes before I signed papers to purchase my new 2024 Trax, the sales person I was dealing with told me that the antenna was broken on the *** I was buying,but not to worry because a new one would be ordered and should be in a couple weeks and the new parts would fix the fact that I have no am or fm reception. I am told by the head of service department that they are unable to get the new antenna and base because GM has not yet made these parts available. I pointed out that they could easily fix this by taking the parts off another Trax and repairing my car. It is now going on 6 weeks since I bought my new suv and no one can tell me when the repair will be done.

  

  Business response

  05/01/2024

  See Attached

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The timing chain broke and I have a dealer warranty that they will not honor

  

  Business response

  02/21/2024

  Thank you for bringing this issue to our attention. We totally sympathize and agree with our customer. The vehicle was brought to us for repair. The customer informed us that they have a service contract as well. We diagnosed the problem and submitted our diagnosis to the service contract provider as per their instructions. The service contract provider turned down reimbursement for the work and at that time the customer decided not to proceed with the repair. I have attached the reason the service contract provider turned down the repair. They told us this particular instance falls under Item 17 of the listed Exclusions stating damage due to, failure or breakdown caused by accident, civil commotion, or *********** breakage, fire, smoke, flood, fluid contamination, freezing, hail, lightening, vandalism, water, water contamination etc. We strongly encourage the customer to reach out to their service contract provider at ************ for either an exception or further edification. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description:Constituent states she purchased a vehicle new on 12/21/23. Constituent states tires went bald after ***** miles. ********** refuses to replace tires and says there is nothing wrong with vehicle.

  

  Business response

  12/08/2023

  We have no information on this customer or vehicle. The *** is not in our system nor is the customer name or phone number. 

  Customer response

  12/08/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20978324
  
  I am rejecting this response because: 
  I have given the vin number 

  the correct name of the company is 1 Cochran ************************** **** 

  it was *********************** when this all started 

  then they got bought out 

  so let me know if there is anything else you need 
  Regards,
  
  ***********************

  

  Business response

  01/19/2024

  #1 Cochran Buick GMC has submitted a response and/or proposal to resolve this complaint. *** details are as follows:
  
   

  For complaint ********, most tires have a shelf life of 12-15000 miles. *** fact that this customers tires lasted ****** miles would be exceptional. Additionally, the vehicles tires measured 5/32s at the time of delivery, which would be 50% life.

   

  ***********************
  Platform Director
  #1 Cochran | Pace Performance

  Direct: ************

  Cell: ************

  
  
  

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a certified used 2017 gmc acadia from this dealership online on 2/15/23 and it was delivered to me from the dealership. Upon delivery, I immediately noticed the 3rd row passenger side headrest was broken. Upon my first test drive of it, I found out the front usb ports do not work - therefore, Apple CarPlay will not work. Neither of these were disclosed prior to purchase. I talked to the dealership and they said my only options are to pay out of my pocket to get it fixed near me, or use up an entire day off to drive the vehicle out to them (1.5 hours), wait for them to fix it, then drive 1.5 hours back home. The only thing offered for doing this was that they would fill up my gas tank since Id have to use gas driving there and back. The dealership near me will not cover it because it is not actually certified with a gmc contract, it is a contract that #1 Cochran has for their dealership. I feel I shouldnt have to waste an entire day off bringing the vehicle there, nor should I have to pay for these items to be fixed out of my own pocket, when they should have been fixed before the vehicle was sold/delivered to me!!

  

  Business response

  03/06/2023

  *************** to complaint ********. There appear to be two items of concern. The headrest, which appears to be either broken or perhaps just in the "down" position that occurs when the third row is folded flat. The second issue is the *** ports. We offered to fix/address both items free of charge as noted. Regardless if the vehicle was "GM Certified" or "Cochran Certified", neither policy covers any item within the first 30 days. However, we (whether under Sweeney or Cochran) stand proudly behind what we sell and always do what's best for our customers. We did offer to fill her fuel tank additionally, as we do certainly appreciate that it's an inconvenience to drive from ****, **. We have had new cars malfunction and unfortunately those customers would have to take time from their work as well. Never a great scenario and we are certainly sympathetic to the circumstance. We also recognize that under a "new" ownership team that we have one shot at making a first impression and by no means want to start off on the wrong foot with the community and most importantly, our customers. 

  
  

  The last we spoke to her, we are pre-ordering all of the parts which could be inoperable in an attempt to make the best use of her time, and scheduling at a time that best suits her schedule. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Originally I worked with this company to obtain a vehicle. The company is claiming that because front plates are not required in **** that I need to bring my car back to their dealership to obtain one. They are not willing to tell me what happened to the original front plate bracket that came with the vehicle. I now live in ******* which requires front plate brackets making my vehicle illegal to be driven in other states. When I contacted the company I was literally told to bring the vehicle physically to **** which is of course not in my travel plans anytime soon. I would appreciate if the dealerships would work together as I have been quoted $88 to purchase the part that I can only assume was discarded in **** as they do not require front plates. ******** was confused as this part is typically tucked away with the spare tire and still physically part of the vehicle even if **** does not require the part.

  

  Business response

  05/09/2023

  This customer purchased a vehicle from ******************************* in April of 2022. This complaint was filed in February of 2023. Sweeney in the meantime has changed hands in the form of an asset purchase to #1 Cochran. In that same time frame of ten (10) months, it appears that our customer has relocated from **** to ********. Often times, throughout the course of our business relationship, customers will notify us of anticipated change and we will work with them to accommodate their new scenario. These customers can experience new fees, emissions requirements, license plate requirements etc. Unfortunately, as a dealership in ****, we would not be able to anticipate every states scenario without any type of knowledge ahead of time. Unfortunately, it would just be too costly and difficult of a task to anticipate each customers unique situation. We have always tried to best adhere to the address recommendations of the state we title the vehicle in at the time of purchase, as we sell many cars each month to various regions outside of ****. ************** tries to accommodate specific scenarios as best as possible as well. For instance, if a state has specific emissions requirement, the decision is made to manufacture all vehicles within that state with such emissions. It would only behoove them to do so. The same situation relates to front license plates. Vehicles manufactured in the state of ********, would come with a front license plate if that is a requirement for registration. **** does not, which is why the vehicle build (attached) does not list the front plate. If the customer would like, we would be happy to order and ship a front license plate for the costs to them of $88. Thank you

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I got a car from ****** a 2018 ***** Malibu the car check engine came on took it to OReillys they said it was 6 different codes 3 of the codes that showed up was on a service bulletin for ***** gmc for a recall so ******* said take it to the dealership ASAP Cause they think its a recall so I call ****** take it up there explain to them whats going on they say to me we will scan everything and see what codes come up and call u so later that day I get a message from them saying all that wrong with my car was The Dc-Dc converter and needed Replaced for $480 so I pay it pick the car up the next day I ask was that all that was wrong they say yes the test drove it and I was good so not even a half hour after I pick the sat up its worst then when I drop it off check engine light and all this other stuff comes on I call them to tell them nothing has changed they say bring the car back so I stop bye Auto zone so they could put there machine on it the same codes that came up that where coming up at OReilys But now my battery code-even the Recall codes is on I leave Auto Zone go back up to ****** I mistakenly tell them that Auto said it was my battery so they tell me they cant look at it till tomorrow cause it was to late so now today they call me and explain that oh yeah it is my battery that when they checked the battery before it read good but the dc/dc convert can make my battery bad I explained to them my dc-dc was still on and that my battery was ok until I said something about it so now they want $400 to replace my battery

  

  Business response

  12/14/2022

  This has been addressed!  Customer is satisfied with repair.  Thank you!

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new 2023 ***** Tahoe on 8/26/22. When the car was presented to me, I did not want it due to two really deep scratches on the front driver side panel. Please note this also occurred with the same dealership in January 2022 when a purchased a brand new 2022 ***** Tahoe but even though the scratch was large it was not down to the base and was not as noticeable. Back to the 2023 Tahoe, my salesman, *********************, said it was a simple fix. He said they were ordering a new part straight form the factory and would pop in on the following week. He also offered to have the car picked up by the dealership since I live about 60 miles away from the dealership. I asked if they could take the small part off of another truck and put it on mine to avoid the inconvenience. **** stated this could not be done due to the fact all parts are now labeled per car and are cannot be switched. So I agreed to still purchase the car believing it was a small part and would come from the factory already painted. I was reassured by **** that it would match since it was factory paint. They picked up my car and then called me when I was supposed to receive it back. The body shop rep stated he wanted to keep it an extra day since it didn't meet his expectations. I said, "Oh, is the part not lining up" he stated, no, it doesn't look right. It's a new complete front bumper and came from the factory unpainted. This was the first I heard of this. I would have never purchased a BRAND NEW $75,000 car knowing it had to be rebuilt. The front panel also contains many sensors which I would never want to be redone, again, being a brand new vehicle with no fault of mine. Plus not being what I was originally told. Ultimately, they ended up taking another front end of off another truck, removing the sticker on the part and switching the sticker on my truck part. Again, I was told this could not be done on the day I purchased the car also thinking it was a small part as told by

  

  Business response

  09/08/2022

  Hello,

   

  We were able to repair the scratches ****************** identified on her new Tahoe.  We were able to replace the damaged part at no cost to her.  There was a miscommunication with ********************** sales person with respect to the repair.  ********************* is an excellent sales person but did not have the most up to date service repair information.  When the experts in the service department were able to review the damage they were able to swap the part at no cost to ******************.  We also provided ****************** with complimentary pickup and delivery and a full detail to make up for the inconvenience of having her new vehicle in service.  There is no service history for this repair that would appear on a carfax report or the manufacturers warranty.  Our team took care of the damage that occurred to her new Tahoe in transit to our store at no cost to ******************.  ****************** has possession of her brand new Tahoe and the repair is completed.  Nothing further is owed to the customer at this time.  

   

  Many thanks,

   Alexa Sweeney Blackann

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I have a 2020 buick encore I purchased at this car lot about 8 months ago brand new. I know have a check engine light on and is under warranty so I need to get it in for service. When I called by tike I would get there they would be closed do to my work schedule thats the only times I can be there. So they said they need me to drop the vehical off but being that it's my only vehical I can't do that because I would have to call off work to do that. So I asked them for a loaner because it's a brand-new vehical and under warranty so I should get a rental paid for by then they said they stopped giving out rentals 10 months ago do to the shortage of vehicals I fill like this is not my fault and they should get me one from a car rental place but I've talked to 4 people now thats keep promising to call me back to get a rental and Noone will return my calls and now anytime I call Noone answers they let me get a voice-mail. So I told them I could call of and bring it in but I fill if they're not getting me a rental they should pay me for the day ill have to call off and they said they can't do that either. Can someone please tell me how I can go about figuring this out and getting my car fixed so I'm not out off work if something happens to it and I get behind on all my bills.

  

  Business response

  05/25/2022

  Thank you for the opportunity to review this claim.  Vehicle was repaired on Saturday 5/21.

   

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold us a vehicle that is in constant need of repair. Furthermore at times we do not know it has mechanical issues uncle's OnStar contacts us and informs us there is an issue. Vehicle has been in for for repairs multiple times since purchase.

  

  Business response

  04/11/2022

  Greetings,  

   

  This appears to be a miscommunication.  Customer had an appointment scheduled to repair a known issue with her Onstar. ***** cancelled her appointment for the repair. Onstar is contacting her to let her know that there is an issue with her Onstar.
  
  
  To remedy the issue with OnStar she needs to bring in the vehicle for repair. 

   

  Many thanks,

  Alexa Sweeney Blackann

*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. ↩