#1 Cochran Volkswagen of South Hills Service

Rose Carozza

★★★★★

2 months ago

I had purchased a brand new car from a different Cochran location literally the day prior and my tire had been leaking air non stop since leaving. I thought it was the cold making the pressure go down. Emergency pulled into this location since it's closest to me and they patched my tire and communicated to the location where I bought my car and everything was handled so well.

Lauren San Rocco

★☆☆☆☆

Edited 5 months ago

Absolutely horrible experience (not just this time but the last two visits). We didn’t leave a review the first time, but we’re including it here as well. (If you also received a horrible experience here- HIGHLY RECOMMEND VW MOON.) This most recent visit was so bad we couldn’t even get the service done. We had to pick up our car that evening and take an Uber out of our way. Our appointment was scheduled online weeks in advance for Thursday, August 21 at 9am. To be proactive, we dropped the car off the day prior so it would be ready first thing. All we needed was a simple inspection and oil change — about an hour of work. When we dropped off, service manager Justin Hergenroeder greeted us by asking what we were in for, despite us saying we had an appointment. He clearly wasn’t paying attention. We reminded him that we only have one car, so it was important the service was completed as scheduled. We were already concerned since last year Justin kept our car from 9am–6pm without contacting us until we called at 4pm — again for the same simple service. On the morning of the appointment, we got a text at 8:45am saying the vehicle was being serviced. At 2pm, realizing no one had updated us, we texted for a status. The reply: “The vehicle did not get in yet, we are backed up.” This is unacceptable. We made it clear we had only one car and scheduled a 9am appointment. Instead, Justin and Michael assumed we had no urgency. After more texts, Michael Hecker finally admitted: “The vehicle is not going to get in today…we can get it in tomorrow. If this doesn’t work, let us know.” Of course it didn’t work. Who would accept that after dropping off a day early and booking a 9am slot? No one informed us of delays at 10am, 11am, 12pm, 1pm, or 2pm. We had to chase them. This is the same problem we had last year — endless messages begging for an update, no accountability, no apology, no solutions. It’s a clear pattern. Only after reaching out to the service director at 4pm did someone suggest “trying” to get us a loaner, with the work pushed to the next day. That is not a solution. By 4pm, loaners are impossible to secure. There is no excuse for not completing a one-hour job by noon when we had an appointment at 9am. This comes down to horrible management. Justin is not managing — he’s going through motions like a service writer, and it’s costing the dealership. No sincere apology, no effort to make it right, and certainly no respect for our time or business. We’ve spent nearly $10,000 in this service department in the last four years and were planning to continue as lifelong customers. We were also preparing to bring a second vehicle to Cochran. That will no longer happen. Because of repeated failures, we’ve moved to another dealership that actually honors appointments and communicates with customers. Over the life of our vehicles, this is tens of thousands of dollars lost because of a poorly run service department. We’re the kind of customers who say “do whatever it needs.” We don’t haggle — we just expect services to be performed on time, and if delays happen, to be informed without having to hunt down answers. Instead, Justin’s department makes customers chase updates while cars sit untouched for days. We don’t normally write reviews, but two years of this is unacceptable. If this is happening to us, imagine how many customers never return but don’t bother leaving a review. We’re not looking for anything at this point — just thankful we retrieved our car and moved on. But we urge Volkswagen drivers: get out of Cochran Volkswagen South Hills before you’re stuck in the same situation.

B Ruppel

★★★★★

6 months ago

The folks at the Cochran VW Service Dept. have saved me on many occasions over the years and I completely trust them to give a fair estimate and thorough service. Brian, Mike, and George are awesome! I especially like the videos that George sends out when the car is raised up and he can provide his evaluation in real time. Very cool!