#1 Cochran Honda Johnstown complaints

Company states: The vehicle was most recently in on March 1st to be looked over for tire wear concerns. A technician verified the front tires to be down to 4/32nds and the rear to be at 1/32nds on both sides of the vehicle, as well as all tires showing signs of feathering. Including these measurements, the tech also did a check over of the vehicle for any possible indications of this wear, of which no specific factors were found. All suspension and related components checked okay, the vehicle is equipped with a trailer hitch and possibly be used for towing which could contribute to the wear. All and all, tire wear is very difficult to predict and with no other factors found, there was no other recommendation other than to replace the four tires (Definitely four due to the vehicle being all wheel drive and the wear found.) Our advisor spoke to the customer about what was found as she was waiting at the dealership, explaining as already stated about how all was in good condition and nothing was found that would need repaired to solve the tire wear. The customer had two tires replace at Walmart and two that were replaced by Cochran on the vehicle when brought in, and to try to be of help our advisor was going to attempt to get all four prorated by the tire manufacturer regardless of two not being purchased here. The customer gave the okay to replace all four tires and perform a four-wheel alignment to the advisor and work began from there. Around 30 minutes after the okay, a gentleman arrived and started to lash out at the advisor verbally, cursing and demanding to be told what was going on with his "red Honda", but refusing to identify himself, instead he insisted that it was the "red Honda getting tires." Our advisor attempted to calm the situation, but the customer continued with how he was acting. He stated he wanted the tire work to be halted and the originally bad tires to be put back on the vehicle, but still wanted a four-wheel alignment done. Our Service Director overheard this interaction and then got involved, speaking to the now revealed to be Mr. Kline and Mrs. Kline attempting to understand his actions and the change in plan for the car, Mr. Kline declined to have a conversation about it and demanded his car back with what was requested, and that he would be filing with the magistrate as we "refused to fix their vehicle", but refused to converse after that. The original tires were reinstalled back to the vehicle and a four-wheel alignment was performed; alignment was found to be out of spec, but not egregiously so. Upon completion of the vehicle, the Service Director cashed the clients out explaining that treatment of one of our team members like that was completely unacceptable, and that we unfortunately could not meet their expectation of service and that we would not be able to work with them in the future due to this interaction. All service records that were done at the store were provided to the customers, but it should be noted that this vehicle was purchased from this store when it was THOMAS Honda, years before #1 Cochran would acquire the store. Hopefully, this helps to better explain the true situation. The vehicle would need to go to a collision center to have a frame evaluation performed although nothing specific was found to indicate so.

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