Cochran-Robinson damaged rear bumper while my car was in for service and refuses to fix it.
Only had the car a couple of months and was rear ended at a stop sign and had the front wheel damaged in the collision.
Took car to body shop at Cochran-Robinson Township PA on Campbell’s Run Road for estimate.
While I was waiting for the body shop to get the parts, I went back to get oil change/tire rotation to keep the ‘forever warranty’ on the car.
In a hurry after work when I picked up the car and didn’t have time to look at the paperwork until I got home. Paperwork from Cochran-Robinson said that 10w30 oil was used for the oil change and that the tires were rotated. The oil was supposed to be 0W20 and when I looked at the tires, the wheel damaged from the collision was still mounted in the same place on the car.
The car only had a couple thousand on the odometer so I believe that they saw that and just decided to let it go and not do the oil change or the tire rotation. I called the service department and was transferred a couple times and then they finally said they would take a message with my name and number and have the service manager call me back.
That didn’t happen; I continued to call over the next few weeks and finally got the Service Manager on the phone. When I told him about the issues with the tires and oil he wasn’t very helpful at all. At first he was angry and insisted that the tire rotation and oil change were done and completed correctly. When I told him about the paperwork and the fact that the tires hadn’t been rotated he reluctantly told me if I wanted to bring the car back he would have them do the tire rotation. I had to ask him several times about the oil change but he kept avoiding the issue saying that they did use the correct oil even though the paperwork said that they used the wrong weight oil. I finally got him to agree to redo the paperwork so that it indicated that the correct oil was used to keep the warranty intact.
When they got the parts in I took the car to the body shop for repair. They said 4 days but it ended up being about 3 weeks as they had to get parts and then they had to submit an addendum to the original paperwork for damage they didn’t find when they did the estimate. I called them on a weekly basis to get an update. Body work was finally done and the body shop sent me up to the service department to get the tire mounted on the new wheel. I had to make a separate appointment and go back later to get the tire mounted on the new wheel.
Dropped the car off at the service department and came back after work to pick it up. When I went out to look at their work, there were a number of scratches in the new wheel that looked like they damaged it when they had it on the balance machine. I went back into service department and the service guy came out to look at the wheel. He looked at it and said yeah, it was damaged during their service. He sent me down to the body shop since the new wheel came from the body shop. At the body shop the guys working on the repair was not there so I would have to come back another day. I called the body shop a couple of times and I was able to catch the body shop guy at work later in the week. He looked at the wheel and said yeah, it’s damaged but since the service department damaged the wheel during installation that the service department would have to replace it. Back up to the service department.
The service guy who looked at the damaged wheel after the installation was there and I talked with him about what the body shop told me. He said OK but I had to talk with the service manager about it. But the service manager was not at work since he was on maternity leave. The service guy then took my name and number and promised me he would call the service manager as he was the only one who could authorize a replacement wheel since they had damaged the new one from the body shop.
I called back several times and they told me that the service manager had received the message about the damaged wheel. I never did hear from him or anyone else at Cochran-Robinson during this time. After about a month of calling both Robinson and Monroeville and asking if there was a general manager or anyone else that I could talk with about the damaged wheel they told me that the service manager at Robinson was the only person that could help me. So I left additional messages without anyone calling me back. After all this, without a response from either Monroeville or Robinson, I decided to go to the Robinson location in person.
When I went to the Robinson service department, I was able to locate the service manager and get him to talk with me. He came out and looked at the damaged wheel and agreed that it needed to be replaced. This is now several weeks after they damaged the wheel when they installed it. He told me that they would order the wheel and call me when it came in.
After a couple more weeks I called and they said that they had the new wheel and I scheduled an appointment to have it mounted. I took more time off from work and showed up for the appointment. There was a line of SUVs at the service entrance and I parked my car in line. I’m very careful about parking close to any other car as I hate dings from other car doors, bumper scrapes and all that so I was sure to park more than 2 car lengths from the SUV in front of me. I gave them the key fob and went in to the lounge to wait.
After about 30 minutes the service guy came in the lounge and called my name – I thought that that was unusually fast given my previous experience with them. I got back in the intake area and the service manager came up to me and told me that they had an accident. Someone had been driving the SUV that was in front of me and they had backed up into my parked car and crushed the front end.
So - there was substantial damage to the front bumper, grille, headlights, hood and passenger front fender. The hood was pushed up really close the windshield and I was surprised that the windshield wasn’t cracked.
They told me that they would give me a loaner and that they would get all the damage to my car repaired in about a week. This is my new car with only a couple thousand miles on it.
After 1 week I called – they are waiting for parts. After 2 weeks I called – they are waiting for parts. After 3 weeks I called – they had to send a supplement to their insurance company for additional damage. After 4 weeks I called and they say that they are finishing it up and it should be ready next week. Week 5 they say it is ready. I go down to the body shop and the front end that they crushed was repaired and looks OK – BUT – the damaged wheel is still on the car AND there are now scratches on the rear bumper of the car. The body shop lady apologizes and says that they did not see the damage to back bumper when they accepted it into the body shop or they would have written it up. The total for the damage they did to the front of car comes to $3,224.19
They say that they will keep the car to fix the rear bumper and replace the wheel and they will get it all taken care of and call me back. About 2 days later they call and say it is ready for me to pick up. I go down again and the damaged wheel is replaced but they have not repaired to damage to the rear bumper. I asked the service manager and he tells that the rear bumper was damaged when I brought the car in – WRONG. I pressed him on this and he tells me that they take pictures of every car from every side when the take it in for service at Cochran-Robinson. He tells me that they have pictures of my car with the damaged rear bumper when they took it in at the service center. I told him I want to see the pictures – he tells me he is too busy right now to pull them up. I say I’ll just leave my car here until tomorrow and we can sort it out then. He says I can’t do that as I was only supposed to have the loaner for one week and it has been 5 weeks. He tells me he will email the pictures of the damage to me that afternoon before he leaves. I never received any pictures he claimed he had. I asked to talk with the general manager there at Cochran-Robinson and they tell me to wait as he is busy right now. After an hour I ask again and they tell me his is still busy and that I need to deal with the service manager anyway. I leave and called Cochran-Monroeville and asked for a general manager there. No luck – no one is available and they take my name and number and tell me that someone will call me back.
That doesn’t happen - no one calls me back at all. Next day I called Cochran-Monroeville again and again asked for a general manager and was told that they have my message from the previous day and that I really need to talk with Cochran-Robinson anyway.
So, I called GM to try to get some help. It took several calls and finally someone from GM did call me back. I told her what had happened and also gave her the history of my experiences and she said she would contact Cochran and get it taken care of since they had:
1) Not rotated the tires when I brought it in for tire rotation and oil change
2) Used the wrong weight oil when I brought it in for tire rotation and oil change
3) Damaged the new wheel when they installed it
4) Crushed the front end of my car when it was parked outside of the service department
5) Scratched the rear bumper of my car sometime between when they took it in for the front end damage and when I first went to pick it up.
Called GM again after 1 week – couldn’t reach the person working on my issue - left message.
Called GM again twice after 2 weeks – couldn’t reach the person working on my issue – left detailed message describing the problem and asked if they had contacted Cochran-Robinson.
Called GM again twice after 3 weeks – couldn’t reach the person working on my issue and left message first call and second was able to reach the lady and she told me she had left a message at Cochran-Robinson and that she was waiting for a call back.
Called GM again twice after 4 weeks – left message first time and reached the lady second time.
She told me that the service manager at Cochran-Robinson told her that the bumper was damaged on my car when I brought it. I again explained items 1 though 5 above to her and asked her what she thought given what had previously happened. She exclaimed that she didn’t know about all the history, even though I had explained that all when I was on the phone with her the first time and had left all these details in voice mail I left for her.
She apologized and said that what had happened to my car at Cochran-Robinson was inexcusable and that she would contact them again. I asked her specifically to make sure she talked to someone there besides the service manager since he was obviously mistaken about the damage they had done to the rear bumper on my car and that she really needed to talk with someone in management above the service manager at the Robinson or Monroeville location and that that person needs to look at all what had happened and take steps to get the damaged they did to my car repaired.
She did not call me back. After 2 more weeks I called GM again and she told me that the service manager was the only person she talked to and he said that they did not damage the rear bumper on my car. I asked her if she talked to general manager at Cochran-Robinson or anyone at Cochran-Monroeville. She said no, she had not but that she would be sure to when she called them again.
Again, she did not call me back. I called several times again and finally reached her and she tells me that there is nothing she can do and told me that I need to call Cochran-Robinson and try to work it out with them.
No one at either the Robinson or Monroeville location ever called me back after all the times I called and all the messages I left.
And the damage they did to the rear bumper is still there.
Zero stars for everything.
What a colossal and total waste of my time.