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November 2023 by Sergio Flores
The two stars are only for the front desk attendant or computer system. After I dropped my car off, I received a text message with the reps number, saying to use that number to reach the person directly. I got a text message at the end of the day saying I will get an estimate of the work needed my morning. Tried calling that number twice, no answer. Next morning I get a call from the rep who said I will get details soon. I sure got two text messages, one had superb video from the technician who evaluated the entire undercarriage of my car, he explained very clearly everything that should be fixed. I WOULD GIVE THIS TECHNICIAN FIVE STARS.Then I texted the front desk person twice, called the number twice, to decide what I wanted done. No answer. My last text said, do nothing, I will pick my car in the morning.When I showed up in the morning, the guys asked me, “so what did you decide to do?”If you are going to use this computer software to communicate with the customers, either make sure it works (the rep argued he was having issues with it), or make sure your employees respond in a timely manner and not completely ignore all text/calls.
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November 2023 by Matthew A.
Cochran VW told us they would do a repair on our car under warranty, then claimed our car had been tampered with after they'd already taken it apart so they could charge us nearly $700, they then put it back together without permission (we refused reassembly until VW clarified its warranty policy). The car now has an awful exhaust leak it didn't have before and the alignment is off. The service director is rude, and laughs at clients when they try to call him out on his excuses (he claimed VWs warranty department wasn't open til afternoon) for not being responsive. I do not recommend ever going to Cochran for anything. We sure won't be returning.
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November 2023 by Melanie McColey
The person who assisted me at the counter was very friendly, helpful, and easy to understand. He gave me an estimate of how long my service would take and it was exactly right. They performed the service I scheduled and did not find anything else necessary, which is always good, and I believe the service was done well.
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November 2023 by Lilly De Sole
They sold me a car with a major engine leak they never disclosed. It’s back in their shop for the 3rd time now with the same issue. I dropped my car off on October 2nd, today is November 8th and I haven’t received one single call back or email on what’s going on with my car. I decided to purchase my first car here for more “assurance” and their “certified pre-owned”. My advice is take your precautions buying from them as you would from someone off the street.
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November 2023 by Payton T
Unfortunately will be my last time doing business with this dealership. Not only is the unprofessionalism unlike anything i’ve ever seen before, They damaged my car, never brought it to my attention in the first place, and once i called them back, i’ve waited 5 days now still with no resolution. UV windshield tint destroyed during inspection sticker removal, never an apology, and can’t even get a call back!!! Go elsewhere!!!!
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November 2023 by Hayley McGuigan
Bought my first car from here about three years ago. Had the best service for being a young women. I still go back for my oil changes as I now live in the area and the experience has always been pleasant.
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October 2023 by Kevin K
The staff saw me pull up to the service bay. By the time I got inside, they had already pulled up my appointment and started checking me in. The technician texted me a video of the initial inspection of the vehicle, which was a nice surprise. They honored the discount coupons I had. The car was ready faster than expected.
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October 2023 by Matt Saxton
I am shopping for a new vehicle, liked the Taos, and put down a deposit to hold the car. The agreement was they’d hold it for a couple of days while I talked to insurance, filled out their credit application online at home (I was already approved for a loan I could have used, but the rates might have been better), and think about it. After I filled out their credit application, a second salesman contacted me to thank me for my interest in the car and to let me know it was available. He didn’t know I was the same person who had a $500 hold on that car, which should have made it unavailable. They apologized, but that’s just crummy. I have requested my refundable deposit back, still waiting on that. I’ll buy a car from someone who understands what a good faith deposit is.
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October 2023 by Kathy Buck
Austin was a great help through the process. The car was fully detailed and maintained before we purchased it. Only problem was not accepting the insurance binder till the next day. We had to go back. But I would buy from them again.
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October 2023 by Gregory Richert
I'd give more than 5 stars if it would let me! Smooth and easy. Great place to buy a car. All of the employees were nice and courteous, even the sales people I wasn't working directly with! My sales guy Tj did a fantastic job answering all my questions and walking me through the process. I would highly recommend him! This is my 7th purchase from the Cochran group and will continue to buy and service my vehicles here.
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October 2023 by Kayleigh Forgacs
I drove 2 hours from out of state to purchase a vehicle from #1 Cochran Volkswagen. TJ there as well as Justin and Greg were very helpful and on top of communication when it came to my questions and the whole process. I'm so glad I found my dream SUV at a better price than back at home from a great dealership and helpful staff!
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September 2023 by Michael Moidel
Service was scheduled online, but Cochran did not even look at the vehicle in the day of scheduled service. I left numerous voice messages and texts for my service advisor, but he was not responsive. I finally received a short text at 6:00 PM that they had to keep the vehicle overnight.The lack of communication continued through the next morning. I was finally able to communicate with another service advisor who was somewhat helpful. However when I picked up the vehicle, numerous items had not been resolved. I will now have to reschedule service. I will no longer use this dealer for service. This is extremely disappointing as I have purchased two vehicles from Cochran VW in the past two years but their service department is extremely unreliable and fails to communicate with its clients.
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September 2023 by Desiree Saether
The service technicians went above and beyond to help us out during our service. We actually took the car to Three Rivers VW and they were giving us issues with a part that was supposed to be under warranty. However, we had no issues at #1 Cochran and they expedited the process for us. They were communicative and reliable. The customer service was excellent and Brian was extremely helpful. We will definately be back again!
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September 2023 by Kristy Kluever
Thanks for taking care of all my issues! All I recommend is better communication. I dropped the vehicle off at 8:45am and was told I would have a call by 3:30-4. 4:45pm rolled around and my wife had to call to see what was going on and was told we weren’t getting the car back that evening. We are a 1 car family and she then missed work at 5:45p because we couldn’t make prior arrangements. Being short staffed is totally understandable but lack of communication is not.
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September 2023 by Ria Price
I am highly dissatisfied with my customer service. I purchased my first VW vehicle in April 2023, less than 5 months ago. On Friday, September 1st my car would not operate properly and needed to be picked up by a tow truck. It was taken to Cochran Volkswagen South Hills on West Liberty Ave the same day. It is now Thursday, September 7th, and I have received ZERO updates. An entire week with no updates on my vehicle. I have called service SEVERAL times within the week, sent to voicemail every single time, leaving SEVERAL messages. Not one person has been in contact with me. My father stopped at the dealership on Wednesday, September 6th, where he was told I would be given a call that night or the following day. As predicted, I received no contact. This is extremely frustrating. Also, I was not given a loaner vehicle!!!! When asked, I was told I would be put on a loaner waitlist. This is absolutely unacceptable. I am so disappointed with VW.Update: I would like to add that Brian reached out the following day to provide me with an update. I was provided with a rental car as there is an unknown time when my vehicle will be ready. The staff is kind, but the level of communication needs to be improved.
