Zimbrick, Inc.

*** knew of the scratches and was given a discounted price for themIt was agreed that he was buying a “used car”After the fact he continued to complain and the car was taken to a Zimbrick Body ShopThe scratches were buffed out to his satisfactionIn the end, it turns out he was also
looking at another vehicle and had “buyer remorse”

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your
reference, details of the offer I reviewed appear below
I have consulted Dealer services from the Department of Motor VehiclesThey will be in touch
Regards,
*** ***

Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible. After reviewing the file I see that the 80,mile
maintenance was recommended because there was no maintenance history on the vehicleThis maintenance got the vehicle current in its maintenance needsWe made a recommendation that was appropriate for the vehicles maintenanceThis was explained and approved by the customer for $ Diagnosis for the check engine light and air bag light was also approved at $We do stand by our technicians diagnosis, but realize that there was an overcharge of $plus tax for the diagnosisWe will refund this as part of our accepted resolution

*** ***, Used Vehicle Sales Director has been in contact with Mr*** multiple times.The last conversation happened on about week ago and Mr*** was told the following: 1. First Option: We offered him $34,for his vehicle and we would give him
a check and he could go purchase something from someone else 2. Second Option: We offered him $2,for his time and inconvenience and he keeps his truck.Remember that Mr*** did not pay for any repairs out of his pocket and he was always provided a service loaner vehicle to use.According to Mr*** he has taken his truck to other dealerships (Bergstroms) for repairs and has been told by others that they will not work on his vehicle any longer.It seems that we have a client that no one can satisfy and we believe we have done the "right" thing and are trying to help.Mr*** has had the vehicle for approximately 18,miles and just over year. Thank you,Kendall DahmenZimbrick, Inc

As per American Honda please see the information below:
TO: All Honda Sales, Service, and Parts Managers FROM: Parts and Service Division RE: Posting of Revised
Service Bulletin 15-046, Vibration While Driving and/or Stopped in Gear On November 4, we are posting on SIS revised Service Bulletin 15-046, Vibration While Driving and/or Stopped in GearThis bulletin now includes complete repair information for customers with a concern of intermittent vibration felt through the driver’s seatSee the revised bulletin for details
Customer should make an appointment with Zimbrick Honda to have the service bulletin completed
Thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Customer authorized $for diagnosisIt will eventually need a flexplate as there are teeth missing
Let me know what else you need
Thanks!

I'm happy to meet Mr*** at our Buick/GMC parts department on Fish Hatchery Road and purchase the parts for him that he needs to repair his vehicle on his own.He can contact me at *** or *** to schedule an appointment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI don't believe that they did not know about the hail damage. Again, maybe there are communication issues with their team, but their technicians knew about the hail damage and this was reflected on the 112-point inspection sheet. Pictures were also taken which were found inside of the vehicles folder. I would like them to explain to me what the photo was that Jeremy pulled out in the finance office and why Brian Baker was reluctant to show us. Jeremy grabbed a piece of paper from the folder and asked Brian if the photo was what we were referring to regarding the discrepancy on their checklist. Brian quickly grabbed the photo and left the room without showing us or explaining what it was for. We only knew where to look for damage because their was photo evidence in the vehicle's folder, which we only saw briefly. I will assume that their technicians documented the damages and took images which explains why the boxes on the 112-point inspection sheet were not checked. I would also like them to explain their practices regarding improper documentation of repairs done to their vehicles
Regards,
*** ***

We believe we have done everything to satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** *** I am sorry I can accept this From the beginning she is like, by mistake I have taken from her I will never suggest to any one to take from her I have provided all the proofs and also told I will at least 1000$ less than the price she gave me She is not accepting to any of the this I have approached Revdex.com thinking I will get some justice Not sure what else proofs you need from me I will never accept I am dam sure she charged more money from me I will appreciate if you can help me to resolve this problem I lost my days pay check value It is not a small amount which I can leave.Regards,***

7/28/
We DO NOT accept the response made by the business
Since having to haul our car home from your dealership in Madison, we have had a certified GM technician pull the motor out of our BuickHe has photos and proof that the problem was misdiagnosed, in fact, the timing chains in the vehicle were fineIt was a rod bearing that was bad and the bearing was almost deterioratedA good technician would have taken an oil sample and clearly seen the problem, there were shavings of metal in the oil from the bad bearingOur certified GM technician will be calling the business today with these findingsWe still are asking for 100% refund and he has proof and photos of the misdiagnosis
We also have a problem with the business’s response about doing the work of the cam covers without letting us know it would have been cheaper to put in a new motorThey never did give us a choice or estimate of a new motor at this point*** in fact, asked *** about the dollar amount and wouldn’t it be cheaper to just put in a new motor*** did not respond clearly only stating it may be a couple thousand more to put in a new motor, by this time they had charged up a bill for us that was over half the price of a new motorWe should have had a solid price quote and choice of putting in new motor rather than being charged outrageous amount for misdiagnosis and work on the car
We were NEVER advised not to leave the dealership, in fact, we had no choice but to leave with a broken car as they were closing that eveningThe service tech at one point said “they don’t know what is wrong” but still replaced parts and charged us for the labor and parts
Our next step will be legal actionWe now have photos and proof of misdiagnosis, work done that was not necessary and no one to advise us to just put in a new motor due to cost efficiency at the time
*** & *** ***

Zimbrick BMW performed an oil change service on Mr*** vehicle, *** at 103,milesAt time of service, Mr*** vehicle was
-2,miles overdue for an oil change per the vehicle’s onboard condition based service readingHad that service been completed
improperly, as Mr*** suggests, the vehicle would have displayed immediate warnings due to low oil level and pressureBased on the CBS data stored from previous services, service intervals for this vehicle were at the maximum recommendation, often resulting in negative (overdue) mileage incrementsMr*** vehicle was towed to Zimbrick BMW 3,miles later at 106,milesDiagnosis found the engine’s timing was incorrect, most likely due to loose timing chains, causing the drivetrain malfunctionDue to the vehicle’s mileage and unknown potential damage, estimates to replace the engine with both a new and used option were provided to Mr***Mr*** contacted BMWNA Customer Assistance on in regards to warranty assistance due to expiration by miles of the vehicle’s Certified Pre-Owned WarrantyBMWNA declined assistance and closed the caseMr*** again contacted BMWNA on and expressed to his dissatisfactionMr*** then contacted Zimbrick BMW with concerns that BMWNA was awaiting our responseUpon speaking with the case manager from BMWNA, it was clarified that Mr*** case was not re-opened, and the decision was final
During this time, Mr*** did speak with our sales department regarding trading the vehicleDue to the vehicle’s value and required repairs, an agreement could not be reachedMr*** then decided to return the courtesy vehicle Zimbrick BMW had provided him and tow the vehicle from the premisesThe vehicle was still disassembled for diagnosis at that time and all removed components were returned to Mr***
In regards to Mr*** concerns regarding the brakes on the vehicle and the sale as a Certified Pre-Owned vehicle, Zimbrick BMW did not address any brake concerns therefore cannot speak to a resolution to the complaintHowever, Mr*** vehicle does not currently have any outstanding recalls or service actionsThe technical service bulletins Mr*** refers to in his complaint are diagnostic aids and recommended procedures for repairing vehiclesThey are not required repairs to be performed by the dealer
In reference to Mr*** odometer concerns, again this was not an issue brought to the attention of or diagnosed by Zimbrick BMW

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com: the issue was resolved they repaired it
I
have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The vehicle was checked into our lot on the 30th
of March. The insurance company stopped
and wrote a visual estimate that was less than half of our estimator Lee’s
original estimate. At the time of the
original estimate Lee explained to the insurance adjustor that there was
suspension
damage but the adjuster refused to add it to his estimate until the damage could
be proven. The vehicle went to the
Infiniti Service department on April 6th. On April 10th Lee contacted the
owner by email to tell him that he had submitted the 1st supplement (for
the suspension damage) to the insurance company The owner advised Lee that she would be out of
town for the next week and should advise her mother-in-law with any changes or
complicationsOn April 12th the insurance company returned to the
body shop and revised their estimate. On
the April 14th Lee advised the owner’s mother in-law of the repairs
and supplement; informing her again of the short pay of the labor charges by the
insurance companyLee also advised the owner’s mother-in-law of what charges they
would be responsible for that the insurance company refused to pay. Parts were ordered for the vehicle on April
14th. Service work started on
the vehicle when the parts arrivedAfter the repairs had started, we
discovered that the wiring harnesses for the seat belts were damaged, which
would require a 2nd supplementWe submitted the 2nd supplement to the
insurance company and gave a copy to the owner’s mother in-lawLee again
contacted the owner directly and discussed repairs and explained the supplement. The insurance company stopped on April 24th
to inspect vehicle for the 2nd supplement
The owner of the vehicle has always said she would pay the
difference in labor rates but has never stated she would pay for the entire
repair. We want to be fair to all
parties involved and we do not want to charge the owner more than what is
fair. When dealing with a 3rd
party payer it becomes difficult to get approvals and authorizations. We did apologize to the owner for any
inconvenience this may have caused. We
understand that it is frustrating to have these delays in repairs and we are
sorry. When you are dealing with repairs
of this kind, the owner and the vehicle safety is our top priority. We will continue to repair the vehicle and
resolve any issues as they arise
I did have an extended conversation with the owner on April
24th to discuss her issues and concerns with the repairs to her
vehicle

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,they are a bunch of crooksI keep finding things that should have definatley been found on an inspection if I wanted a taillight garuntee I would have got a truck off craigslist and saved myself grand but I went to a dealership because my understanding was that they inspected the vehicles before saleBut I guess I get screwed again just like with everything else in my life
*** ***

Below you will find the email correspondence with Mr. [redacted].  Please read starting from the bottom up.  Thanks! 
Mr.
[redacted] sent in a lead on 12/5 for a 2012 Hyundai Santa Fe.  The lead was
turned over to [redacted] who had sold a Nissan Xterra to Mr. [redacted] on
5/18/13.  [redacted] and Mr. [redacted] meet and looked at the Santa Fe and talked
purchase numbers on Saturday 12/6.  At approximately 10:30 Mr. [redacted]
left after not coming to terms with [redacted] or the sales manager [redacted].  [redacted] mentioned that the vehicle was still available for
sale.  Later Saturday, Mr. [redacted] and [redacted] talked on the phone for
approximately forty minutes discussing the vehicle, Mr. [redacted]’s trade in, and
financing options.  Mr. [redacted] still did not agree to purchase the Santa
Fe.  On Sunday Mr. [redacted] emailed both [redacted] and [redacted].  The email
exchange is listed below.
From: [redacted]
Sent: Sunday, December 07, 2014 11:31 AM
To: [redacted]
Cc: Fetters, [redacted]
Subject: 2012 Santa Fe
Hi [redacted]
I wanted to come in on Monday
and fill out the paper work to buy the 2012 Santa Fe after considering
everything we talked about I would like to do the 5yr w/a $297 payment and will
put money in my savings from my tax return and still put more in on my first
payment. I like the idea of a 5yr not 6yr. I wanted to know before I get this
that you can give me what I owe on the Xtera. I think we are just off a couple
hundred dollars apart from $7500 to $7800 and I know the Santa Fe was priced
well but I did not ask for anything off the sticker price and I think you could
maybe make some of the repairs cheaper or not even clean the overhead liner
because I did not even notice it when I bought it and was never done b4 I
bought it.  Please let me know we can make this work...[redacted]
 
From:"[redacted]
Date:Mon, Dec 8, 2014 at 9:19 am
Subject:RE: 2012 Santa Fe
Morning [redacted]
 I'm
glad to hear you're ready to buy the Santa Fe. I spoke with [redacted] in between
meetings this morning about the trade value. If we had any more to give we
would've given it to you on Saturday. We came up more for you than we would
have someone else because you bought the Xterra from us. At this point we're
tapped out on our ability to come up further. Nonetheless, where the numbers
stand this is a great deal.  So, that I can make sure I'm available for
you, what time would you like to come in today to do paperwork?
Regards,
[redacted]
 
From: [redacted]
Sent: Monday, December 08, 2014 9:54 AM
To: Fetters, [redacted]
Subject: Re: RE: 2012 Santa Fe
 



Well I think then I want the difference
taken off the price. I don't think anyone else after 60 days will give you
full price. It is only a matter of a few hundred dollars to get this done and
I dont want to carry any debt from my extera over. I already checked and can
get 80k new tires for 657 not 800 and I can clean the liner myself. Let me
know if I am coming in after work to buy it.






 
After the above exchange, [redacted]
called Mr. [redacted] and stated that “I think I will get [redacted] to go another one
or two hundred dollars.”  Mr. [redacted] told [redacted] he would be in after work
around 4:30.  Mr. [redacted] arrived at the dealership on the afternoon of
12/8 at approximately 4:00.  When he arrived, [redacted] was with another guest
so [redacted] went to begin to do the paperwork.  At that time, Lewis
discovered that a sales consultant had written a purchase contract on the Santa
Fe and it was signed by a that customer at 3:52 PM. 
 
Mr. [redacted] had not signed a
purchase contract prior to the other customer coming in.  The other customer
signed a purchase contract on the Santa Fe that Mr. [redacted] was interested in
before Mr. [redacted] arrived.  [redacted] was not aware of this as he was with a
different guest when Mr. [redacted] arrived.  Both [redacted] and [redacted] attempted
to find an alternate vehicles for Mr. [redacted] once the vehicle he was interested
in was sold to a different customer.   Mr. [redacted] did not find an
alternate vehicle that he found acceptable with [redacted] or [redacted]. 
 
On 12/9 [redacted] was off, however
he received the following email from Mr. [redacted].
 
From: [redacted]
Sent: Tuesday, December 09, 2014 4:28 AM
To: [redacted]
Subject: 2012 Hyundai Santa Fe
 
I just wanted to let you know how disappointed I am the Santa Fe was
sold before I got there. I know you said legally you can not hold a car but I
was on my way to sign the paper work and the Santa Fe should not have been
shown at least until I got there. What a waste of time and gas this was for me.
There are no other Santa FE`s w/Navigation in all of you inventory but yet they
all have moon/sun roof`s contrary to what was said to me that almost seemed
like a bait and switch. I have a lot of co-workers family and friends who knew
about the purchase that I will be sure never to use Zimbrick and I will be sure
to post on-line my negative experience...[redacted]

[redacted] and [redacted] called in while they were on a family road trip from Edgerton, WI.  They were traveling from Fargo, ND to the Chicago area for a family vacation.  We answered the phone call and spoke to both [redacted] and Nancy. [redacted] told me that they had a knocking type of noise...

coming from the engine.  He also said that he checked the oil level and found it low, so he added a quart of oil.  He was not sure whether he wanted to drive it or tow it to Zimbrick but decided to drive it to Zimbrick. 
 
The [redacted]r family arrived at Zimbrick on July 8th at 3:15 pm.  Because they had to head out of state with the loaner vehicle, they rented a car from Enterprise.  We were able to look at the vehicle that afternoon and found that the vehicle had its original calibrations for the oil life monitor and ECM.  We performed the update for the engine calibrations, the noise from the engine continued.  We had determined that the timing chains were the fault.  We put together an estimate and presented the estimate to the customer.  We advised the customer that we may need more repairs, but we would know more after the cam cover was removed and we were able to get a better look at the internal engine components.  The noise of the actuators and timing chains was loud, so it may cover up other issues with the vehicle.  They authorized the repairs and we proceeded to take the cam cover off. We took the cam cover off and found that the 2 of the camshaft actuators and solenoids were working ok and 2 were not responding appropriately.  We found the camshaft actuators and solenoids faulty, with the primary cause of fault due to lack of maintenance.  We recommended replacing all 4 camshaft actuators and solenoids.  The customer asked about the possible price of replacing the entire engine at that time.  We recommended these repairs to try and reduce the amount of time and cost of the repair due to the customer traveling from out of town, although we reminded the customers that there could be more issues deeper into the engine.  We advised that it would be thousands of dollars more to do, and to the recommendation of the technician we recommended that we repair the existing engine.  The customer came in to inspect the vehicle and the technician explained why he recommended replacing the parts he had inspected. Later, the customer did receive all the faulty parts from the repairs. The additional parts were added to the estimate and the technician and technician team leader agreed on the repair recommendation.  The customer authorized all repairs. 
 
Upon completion of the engine repair work, we proceeded to change the engine oil several times to try and flush out mechanical debris that was inside of the engine.  Still, the engine had a knock sound coming from it.  We called GM engineering to see if they had any recommendations of things we could do to try and make the knock stop.  GM engineering recommended that we test drive the vehicle to see if there was possibly oil not getting to every necessary engine component that would be causing the noise.  We explained the situation to the customer and they authorized us to test drive the vehicle, knowing that the engine may lock up upon test drive.  The test drive was completed by a quality control employee who was former GM certified technician.  The test drive was completed and the vehicle was still responding the same as before the test drive. 
 
At this time, the customer came in and we took the customer into the repair shop and had the technician explain the faulty components.  At this time we priced out a GM re manufactured engine and it was a couple thousand dollars more than the repair. 
 
We advised the customer that at this time the best decision to make would be to trade in the vehicle for a different vehicle.  We introduced the customer to a salesperson who found the customer a used Suburban that hopefully would work.  We tried to get the customer financed and unfortunately were not able to. 
 
We took 10% off of the repair bill due to the customer being upset about the fact that the engine still had more issues inside.
 
At this time and against our recommendation, the customer decided that they were going to drive the vehicle home to North Dakota.  They said that they had someone who was driving to meet in between and put on a tow truck to get back to North Dakota.  They asked if the vehicle would make it half way to North Dakota and we expressed our concern about the reliability of the vehicle with them driving it.

The client will be receiving a call from sales manager Joe Lowe to assist with a different vehicle. thanks!

We find this hard to believe that after almost 2 years we are receiving a complaint on the purchase price.The customer agreed to an as-is vehicle and we have all the documentation to prove her purchasing the vehicle.  We offer competitiveprices with quality vehicles.  A car guide can not...

tell you what to sell a car for.  It was a very rare vehicle with the low mileage. Thank you,[redacted]
Zimbrick, Inc.