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Cochran Volkswagen North Hills - Service Center

1.2

16 Lifetime Service Reviews

11750 Rte 19, Wexford, Pennsylvania 15090

16 Reviews of Cochran Volkswagen North Hills - Service Center

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September 14, 2018

"Scheduled car inspection "

- LC1

Whoever runs the service department doesn’t know the meaning of customer service or communications. Scheduled an appointment a week in advance for a routine inspection on a vehicle we purchased a year before there (sales team is awesome) for what it’s worth. Dropped the car off the evening before...as the apt was to have happened the following morning. After no call from anyone by the end of the day to pick up, I phone them. They said that someone didn’t show to work and the car wasn’t going to be done. I explained I traveled the next day and needed it to be done, and would pick it up at close. Again, no phone call. It’s now an entire 48 hours later from the appointment time and nobody has reached me on status. On hold now waiting to speak to someone...from a call I initiated to figure out why a 2017 Jetta is taking so long to inspect. Don’t take appointments if you can’t keep them. I will no longer bring my vehicle in to be serviced there.

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Recommend Dealer
No
Employees Worked With
No names known
March 28, 2018

"Botched oil leak repair"

- J P Fredericks

Cochran was paid $5700 by an insurance company to fix all oil leaks on a fairly new VW. They had car for 4 weeks. Still leaked! I took it back two more times and was charged $1100. A very big headache! Took it to district court. Al Carney straight up lied about the circumstances. Judge Wagner kept interrupting me to side with Carney's story. Over and done with now. Don't go there! No wonder their ratings are low!

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Recommend Dealer
No
Employees Worked With
Oscar Naranjo
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Karissa, Al Carney
January 16, 2018

"Appreciate The Help"

- bernard caplan

Thanks to the sales manager Al, my bent wheel is being replaced . I appreciate the help as the wheel was apparently bent when I purchased the vehicle . ( used 2016 Jetta) The follow-up from the service department was very good.

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Recommend Dealer
Yes
Employees Worked With
AL
March 17, 2017

"Incompetent Service and a Dishonest Service Director"

- bm

I took my Mazda to Cochran after my low beam headlight went out. The bulb was replaced, but when I drove the car after it was dark later that night, the beam for the replaced bulb was so badly aligned that its direct focus was on the middle stripe of the road--that is, straight down and to the left. I made an appointment to have it fixed soon thereafter; then, after a one-hour wait, the bulb was seemingly aligned properly. The following week, the other low beam headlight went out, so I took the car back to Cochran. Once again, the bulb was so badly aligned that, in fact, the poor illumination almost caused me to crash one rainy night a few days later. I took the car to another Mazda dealer, and the technicians fixed the problem. According to the alternate dealer, neither bulb had been seated properly, thus causing bad alignment and poor illumination. I contacted the Service Director at Cochran, who promised, in writing, to reimburse my expense after I sent him the invoice from the other Mazda dealer. I did so right away, but I did not hear back from anyone from Cochran, including Mark. I called Cochran, but the Service Director's phone took me straight to voice mail. I left a polite message asking that he call me back. I heard nothing back from him, so I re-sent the initial email to the Service Director, along with the invoice. I did not hear back from him. I contacted Cochran twice more, but I have still not heard back from the Service Director or Cochran. This problem has now gone unresolved for approximately two months. I suspect that one reason that Cochran is behaving in such an unethical manner is that I have taken a temporary position out of the Pittsburgh area; however, the principle of honoring a promise is not one that should be predicated upon whether I am currently living in the area, If you make a promise, please follow through on the promise! // Folks, stay away from this place. I worry for anyone whose car needs service for more complicated and potentially dangerous mechanical issues, and I also worry for anyone who believes that this is an honest dealership.

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Recommend Dealer
No
Employees Worked With
Mark Foster
September 11, 2016

"Helpful and quick."

- Daniel virgilio

Came in after a problem with my high pressure fuel pump. Was going to buy the part and do the work myself in a parking lot as I was just travelling through the area. Service manager not only pulled the codes, but found an open warranty, and slipped me into a busy schedule. Less than a hour later, I was out the door. From my perspective, great service.

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Recommend Dealer
Yes
Employees Worked With
Mike Hecker
August 14, 2016

"Very poor service department"

- Mlg789

I bought a Mazda two years ago and they make me take it to VW for service (after owning a vw I despise them). Three separate times I've given them the benefit of the doubt but all three times I've been beyond frustrated. All times nobody even looks at me when I walk in and I stand there for five minutes before I get help. They quote me a time length which is always off (by more than 1.5 hours). They also try to blow smoke up my you know what by telling me they will pay for and cover parts that THEY break during service since "I've been so patient." They are beyond disorganized and actually three times at this appointment today could not locate my paperwork/car. When I drove off the lot today not even five minutes into my drive home and my tire pressure light came on. I stopped at a gas station to check pressure myself and not one of my tires had the right amount of air. I'm not sure what they were doing with my car for over two hours but I'm pretty sure the inspection I took it in for wasn't it...

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No
July 27, 2016

"Unacceptable"

- cory.a.wolfe

Update #2: After that last service and getting into contact with VW of America, it was found that they lied about my CPO warranty. Despite my efforts to work with them, I was continuously being told that they had my CPO warranty figured out when in fact, they did not. Even after the numerous discussions about me moving out of state and not being able to use their dealership, their fix was to give me a warranty that would only work at their location without telling me this (they still implied a true CPO warranty) and it was not until VW of America dug into it, was I ever notified. After VW of A contacted them, they were to set me up with a warranty that I could actually use at other locations. Here's the kicker, they were requiring that I drive all the way back to PA from 2 states over. After endless calls and messages left with Mark Hull, the sales manager handling this, I have not received one single call back. Not even to discuss it. I have been completely ignored by them for over a month now. Update #1: The scratch has been repaired. The body shop did a great job. Between Kevin and Sharon and the body shop, there are a few bright spots at Cochran. Original: My experience with Cochran VW in Wexford has been mixed. I have never had so many problems with a dealership's service department before. It's an absolute mess, figuratively and literally speaking. They've lost paperwork, couldn't find my keys, told me they would fix a known issue only to not fix it and fail to mention it upon picking the car up and somehow managed to make my CPO warranty disappear and reappear. I'm still not 100% certain they have it figured out. Today, after my 5th visit in 5 weeks, I get my car back with a nasty scratch on the door! I can't even fathom how careless you must be to damage a customer's car and not realize it, or admit to it. Now, I'm going to have to make another hour-and-a-half trip to hopefully get this resolved and have body work done. The only good thing I can say about this place is that Sharon in service has been as helpful as possible throughout everything and always friendly. If the rest of the service department were more like her, I'd probably be a happy customer.

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Recommend Dealer
No
Employees Worked With
Mark Hull
July 07, 2016

"Poor Service Experience"

- KJones

Took car (which I purchased from there last year) in for a recall they told me I needed and an oil change since it would be there. After I waited twice as long as they said it would take, they informed me that I did not even need the recall. Furthermore, they clearly didn't pay much attention when changing the oil because my low coolant light came on the day after it was in for service! Tried to send feedback on experience and did not get any response.

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No
May 24, 2016

"Awful Customer Service, Lemon Vehicle, Clueless Managers"

- jameshue

I lease a new, 2015 Jetta from this dealership and it is a lemon. My car has been in the shop 8 times now in one year. My car has been recalled, my brakes have failed on me going down a hill, my engine lost power, you name it, it has happened. Every time I take my car in, I dread it! The managers are rude, and act like I don't know what I'm talking about. The last time I was there the head service manager, Kevin, had a grin on his face the whole time and seemed too busy to deal with my situation. I've dealt with three service managers in the past year too, I don't understand why there is a new one every so months... It makes me hesitant to trust the dealership. The latest issue that my car has had is electronic issues with my whole navigation screen, and all my media is screwed up. There are days when I can't even use any media, radio, etc. it has been in the shop twice for this issue in the past month, and it needs to go back again to be "fixed". I feel so unsafe in this car because it has not only compromised my safety once but twice in one year... I don't trust my brand new car. The service department has lost my paper work not once, not twice, but three times... Every time I call to schedule an appointment the operators are rude and clueless and usually have to ask their supervisor on how to transfer their calls!?!???? Whenever I do get an appointment, I'm out a car and they don't offer hours that are flexible with my work schedule ( I work a 9-6 job). The lady offered their shuttle service but it stops operating at 5 and won't pick me up from work... So where does that leave me.. Without a car and stranded. Whenever I ask for a rental, it's like I'm asking for the world from Cochran. (AND the one loaner they did give me had an expired registration that I had to drive for a week before they gave me an updated registration, and the third loaner they gave me had a broken part in it that made the car ding when you drove it) I hate dealing with this dealership, this automobile, and all these situations.. I will NEVER buy another Volkswagen car, and I will NEVER purchase a car from ANY Cochran dealership ever again...

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No
Employees Worked With
Dave Iellimo
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Kevin Katchmark, Brian Bates
April 14, 2016

"Awful Service Department"

- blackviper8891

Absolutely awful. Worst dealership I've ever had the displeasure of using. I've been constantly lied to, ignored, and taken advantage of. Beware, avoid this place at all costs.

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Recommend Dealer
No
Employees Worked With
Sharon Mcrickard
1
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