| rev:text
| - Update 6/21: No check has been received. Mark Foster, the service director, noted in February that the check request had been made and that "the check was approved and submitted but could take 30 - 45 days to receive" (quoted from the voice mail message he left back then and which I will save for a small claims case, should I ever return to PA). One hundred days later, I'm still waiting for the check. Again, the issue is one of integrity and honesty, both of which #1 Cochran apparently lacks.
Update 4/7: It has now been been slightly more than three weeks since Cochran Mazda has responded to my review (see below). As probably should come as little surprise, no refund has arrived, even though the Service Director finally did, for the first time, contact me soon after the review was posted. He stated that the refund had been submitted in February, and that it could take up to a month for it to arrive. If has not arrived, and it has now been three months since I first voiced my concerns & two months since the refund request is alleged to have been submitted. Moreover, I did not read in the response posted by Cochran Mazda, nor did I hear in the message from the Service Director, anything regarding the most important issue, i.e. how such a simple matter as headlight replacement could have gone wrong on two occasions in a two-week period. I'm not sure what the "#1" in "#1 Cochran Mazda" stands for, but it ain't service or honesty.
Incompetent service and a dishonest Service Director: 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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Cochran C.
Customer Service
3 weeks ago
We're sorry to hear of your issues. The Service Manager let us know that your check request was submitted and that he informed you that it would be sent directly to you. If you would like to speak to a member of our customer care team regarding this, feel free to email feedback@cochran.com
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