Cochran INFINITI Monroeville

I had a terrible experience purchasing a used vehicle at the Cochran Infinity dealer in Monroeville. On 2/2/2023, I went to the Cochran Infinity dealer in Monroeville and bought a used vehicle. I also bought an extended warranty. When I got home in the evening and looked over the paperwork, I noticed the sale price listed on the bill-of-sale was slightly higher than the advertised online price, which was the price I agreed to pay when I purchased the vehicle (Cochran has a no-haggle price policy). In addition, the deductible for the extended warranty was listed on the contract as $200 per visit and not $100 per visit as I was told by the finance manager when he sold me the warranty. So, the next morning (2/3/2023), I emailed both the sale consultant (who sold me the vehicle) and the finance manager (who did the paperwork) and pointed out the two mistakes. I did not hear back from either one for three days. So, on 2/6/2023, I called both the finance manager and the sale consultant and then follow-up with another email. I finally got an email back from the finance manager, basically admitting he made a mistake on the deductible for the extended warranty and saying he will fix the deductible on the extended warranty so that it will now cost $100 per visit and not $200 per visit. But he also denied that sale price on the bill-of-sale was wrong. I know I was right since I have screen shots of the online price on 2/2/2023. Looks like someone from the dealer updated the online price on 2/3/2023 after the vehicle was sold to me on 2/2/2023, to exactly match the bill-of-sale after I pointed out the mistake on the sale price a day earlier (I also have screen shots of the updated price after the vehicle has been sold a day earlier). Based on these two issues, I believe someone at the dealership intentionally try to do me wrong. I got so frustrated, I returned the vehicle back to the dealer on 2/6/2023. When I returned the vehicle back to the dealer, I was charged more than one hundred dollars for the paperwork, even though it was the dealership that done me wrong. Cochran advertises that they will take the vehicle back for any reason within 7 days, but they did not tell you that you will have to pay hundreds of dollars for fee. There were two issues with the transaction. 1) I believe the finance manager made a mistake on the sale price of the vehicle on the bill-of-sale. But instead of admitting he made a mistake, he updated the online sale price of the vehicle to exactly match the price on the bill-of-sale, one day after I already purchase the vehicle and one day after I pointed out the mistake. 2) I believe the mistake on the deductible ($200 per visit instead of $100 per visit) for the warranty was intentional. What if I didn’t discover this mistake? I would have to pay double for every repair visit after the sale for the duration of the warranty. Lastly, after the sale consultant sold me the vehicle, she gave me her business card and told me to call her anytime. She never response to my email or phone call after the purchase. I bought a used vehicle from Cochran before and still taking my vehicle to Cochran for services. So, I am very disappointed something like this could happen at such a reputable dealer.

I can't say enough good things about my experiences with the dealership. I bought my Qx80 (used) only when I came in to test drive the suv. The salesman, Jeff was great. Polite, understanding, professional and most importantly down to earth. He was not pushy, answered any and every question(s) that we had. He was able to compare prices of the same suv, make & model within a 2,000 mile radius. Also, when it came to financing its xxxx near impossible to beat an interest rate of .99. Not to mention this all happened when the dealership was set to close in an hour. The young lady in the financing department handled all the paperwork and streamlined the whole process for me. Everything was great from start to finish. Service. The service department has been nothing short of amazing. Have been able to always get my two suv's in for service. We have always worked with Jerry quite a bit and he knows his infiniti's. Very knowledgeable of repairs, both suv's, and even a few recalls. We have worked more extensively with Jerry and only a few times with Tina when our cars have needed service and there is never a drop off in customer service. They are fast, polite, fix cars in a timely manner, and not to mention keep me informed of what is going on from the get go and informed of pricing as repairs are being done. Even had a great experience with Cochran Collison shop too when a deer caused 8k in damage on Easter. The only downside is the dealership moved from Wexford to Monroeville. The distance and traffic are a hassle but Jerry and the service department have even been able to have our suv's dropped off at our home in Oakdale.

To say the least, my experience with Cochran Infiniti Monroeville Service has been extremely disappointing. Numerous unreturned phone calls, lack of proper communication, lack of timeliness (26 days for repair), and lack of quality of work, and lack of a promised loaner vehicle have been sources of my frustration. My vehicle QX56 was dropped in the shop on November 11, 2022. The vehicle sat in the shop for 26 days to be repaired, and finally picked it up on December 5, 2022. The length of days would not have been an issue, if it were not for the things I have mentioned below. POOR COMMUNICATION: After my vehicle was dropped, I could not get in touch with any service advisor to find the status of my vehicle for almost 5 days. After repeated phone calls and emails to service, I had to call someone else (not in service) whose phone number I got from the Cochran website, and was able to finally get in touch with the service advisor. The service advisor would promise to call back in 15 minutes but never to hear back. Another time she said she would call back in an hour and again never heard back. This seemed to be the normal pattern. I felt truly in the dark as to the status of my vehicle. POOR QUALITY OF WORK: I was told by the service advisor that the repair was complete and to pick up my vehicle on November 21, 2022. After paying the invoice, I started to drive the vehicle only to find that the headlights and sound system would NOT work. So I had to turn around and drop the vehicle at the shop again. After changing the fusible link, I would have expected that all systems connected to it would be checked. I was disappointed at the poor quality of workmanship. Also living an hour away from the dealership, I incurred about 3 hours of time wasted. PROMISE NOT KEPT: When I set up the appointment I was promised to receive a loaner. I never received one in spite of my vehicle sitting in the shop for 26 days, and in spite of owning a high end of the line of vehicles, and in spite of repeated requests. NEVER received what was promised. I set up my appointment with the expectation of receiving a loaner, but a loaner was never given to me in spite of repeated requests, and in spite of my having a top-end vehicle in the product line and a $2600 total repair. With the things mentioned above, I DON'T THINK I WILL EVER PURCHASE an Infiniti vehicle in the future. I got a sense that Infiniti does not care for their customers after this experience. I would certainly hope that Mr. Rob Cochran would read this review and get insights into the service department at Infiniti Monroeville, and hopefully will fix it.

To say the least, my experience with Cochran Infiniti Monroeville Service has been extremely disappointing. Numerous unreturned phone calls, lack of proper communication, lack of timeliness (26 days for repair), and lack of quality of work, and lack of a promised loaner vehicle have been sources of my frustration. My vehicle QX56 was dropped in the shop on November 11, 2022. The vehicle sat in the shop for 26 days to be repaired, and finally picked it up on December 5, 2022. The length of days would not have been an issue, if it were not for the things I have mentioned below. POOR COMMUNICATION: After my vehicle was dropped, I could not get in touch with any service advisor to find the status of my vehicle for almost 5 days. After repeated phone calls and emails to service, I had to call someone else (not in service) whose phone number I got from the Cochran website, and was able to finally get in touch with the service advisor. The service advisor would promise to call back in 15 minutes but never to hear back. Another time she said she would call back in an hour and again never heard back. This seemed to be the normal pattern. I felt truly in the dark as to the status of my vehicle. POOR QUALITY OF WORK: I was told by the service advisor that the repair was complete and to pick up my vehicle on November 21, 2022. After paying the invoice, I started to drive the vehicle only to find that the headlights and sound system would NOT work. So I had to turn around and drop the vehicle at the shop again. After changing the fusible link, I would have expected that all systems connected to it would be checked. I was disappointed at the poor quality of workmanship. Also living an hour away from the dealership, I incurred about 3 hours of time wasted. PROMISE NOT KEPT: When I set up the appointment I was promised to receive a loaner. I never received one in spite of my vehicle sitting in the shop for 26 days, and in spite of owning a high end of the line of vehicles, and in spite of repeated requests. NEVER received what was promised. I set up my appointment with the expectation of receiving a loaner, but a loaner was never given to me in spite of repeated requests, and in spite of my having a top-end vehicle in the product line and a $2600 total repair. With the things mentioned above, I DON'T THINK I WILL EVER PURCHASE an Infiniti vehicle in the future. I got a sense that Infiniti does not care for their customers after this experience. I would certainly hope that Mr. Rob Cochran would read this review and get insights into the service department at Infiniti Monroeville, and hopefully will fix it.

Willing to work with me to make my purchase a comfortable and over all a nice experience.

Easy to deal with, nice , understanding, reasonable and helpful. Good location, easy to get to

Personnel were friendly and efficient. Waiting area was comfortable. All service was performed in the time predicted.

Cocrhan Monroeville Maintainence sept is exceptional, keeps customers in the loop and has been very reliable.

Great Infiniti dealership to take care of your vehicle and you as their cared for customer.

Staff was wonderful too work with, was true to their word. Would recommend them to others