Zimbrick, Inc.

customer was going to be contacted to see if we could correct the issues.

The vehicle purchased by [redacted] was a 2009 Chevy Silverado with 111,860 miles on it. Zimbrick Reconditioning costs on this vehicle to set it up for sale was $3,523 in parts and labor.  We also completed a detail and PDR process on the vehicle. The vehicle was purchased by [redacted]...

and he took delivery on Feb 29th.  The buyer’s guide stated AS-IS no warranty. Signed off by purchaser. At time of delivery the tire light was on. The salesperson told the client if the light did not go off in the first day of driving to call and we would schedule it in to be reset at no cost to customer. On 3/2 the client tried to contact salesperson once without a voicemail. It was the salesperson’s scheduled day off . Service department scheduled an appt at 5pm to drop off the truck for us to work on the following day. He also wanted us to look at a noise from the brakes. (Rear brake pads and drums were replaced during reconditioning) Promise date in our records was on 3/3. Customer was early for his appt at 5pm. He was then disgruntled because we did not work on his truck immediately. As previously stated we were going to return truck by promise date of 3/3. Customer called the GM of the company on 3/3/16 at 9:40 am. Customer stated he was not happy with his experience and was lied to by the salesperson. The sales manager contacted the customer and talked to him about his issues. We said we would talk to service and immediately reach out to him to schedule a 2nd appt to drop off his vehicle to correct the tire light and brake concern. We promised to get him a service loaner and fill gas tank at no cost to customer. Dealership paid to fix a brake caliper that was misaligned. Dealership cleaned a bead on left rear tire. Dealership also goodwill a rattle under dash by replacing a knee bolster. Service Porter was at the gas pump when customer arrived and was disgruntled he had to wait. Please allow us to help with questions.

2.19.2015-2.20.2015        70,002-70,008
miles         RO 92662
A:  O/S CHECK ENGINE OR SERVICE ENGINE SOON LIGHT
IS ON IN DASH -
CHECK AND
ADVISE. SHAKES AT 1500 RPM.
IGNITION
COIL CYCLINDER 7 150 SHORT...

TEST WAS PERFORMED AND FOUND FAULT P0307 MISFIRE ON
CYLINDER 7. SWAPPED COIL TO CYLINDER 5 AND TEST DROVE. FOUND MISFIRE TO RETURN
ON CYLINDER 5. REPLACED IGNITION COIL AT THIS TIME AND CLEARED FAULTS. TEST
DROVE AND FOUND PROPER OPERATION AT THIS TIME.
B:  OWNER STATES THERE IS A SHAKE IN THE FRONT
END
VEHICLE AND FOUND
SLIGHT VIBRATION PRESENT. PERFORMED 4 WHEEL ROAD FORCE BALANCE AND FOUND ALL 4
TIRES OUT OF BALANCE AND LF TO HAVE VERY HIGH ROAD FORCE 58LBS. ALSO FOUND
PUNCTURE OF RF TIRE AT THIS TIME. REPLACED BOTH FRONT TIRES AND RE BALANCED.
TORQUED ALL 4 WHEELS TO BMW SPEC AND TEST DROVE.
C:  PERFORM COMPLEMENTARY CHECK ON VEHICLE.
ADVISE ON CONDITION - CHECK TIRE PRESSURES, BASIC FLUIDS ETC.
COMPLETED
MPI INSPECTION PER CUSTOMER REQUEST. ALL RECOMMENDATIONS ARE ATTACHED TO
REQUIRED CHECKLIST.
**4,613 miles pass before this service.
4.30.2015-5.1.2015           74,616-74,621 miles         RO 94315
A:  OWNER STATES SERVICE ENGINE LIGHT TURNS ON
AND OFF
THROTTLE
FAULTS FOUND. NOT CURRENT. PER SERVICE INFORMATION SUGGEST REPLACING THE
THROTTLE HARNESS WITH A REPAIR KIT. REPLACED HARNESS. CLEARED FAULTS AND ROAD
TEST.
B:  OWNER NOTICED ALL WHEEL DRIVE MALFUNCTION
LIGHT TURNING ON AND OFF
SEE JOB A
C:  OWNER STATES DSC MALFUNCTION LIGHT TURNING ON
AND OFF
SEE JOB A
D:  PERFORM COMPLEMENTARY CHECK ON VEHICLE.
ADVISE ON CONDITION - CHECK TIRE PRESSURES, BASIC FLUIDS ETC.
COMPLETED
MPI INSPECTION PER CUSTOMER REQUEST. ALL RECOMMENDATIONS ARE ATTACHED TO
REQUIRED CHECKLIST.
**Replaced harness per bulletin SI B12 26 09 – per codes in
history (see below) and symptoms described
**Informed customer that this was a start based on codes
set.  If problem persists vehicle may
need further diagnosis/repairs.
[redacted] does not recall a conversation about the oil filter
being checked.  If so he would have
informed the customer that the only way to do so would be by basically changing
the oil and that a visual exterior inspection would be completed.
**Customer signed the repair order stating the complaints
which does not list a request to have the oil filter inspected or oil changed.
**The oil level was inspected and full.  Upon visual external inspection the oil
filter housing had no leaks or signs of damage.
**When the vehicle returned [redacted] scanned the codes.  [redacted] recalls the reading as an undefined
communication error that was not currently present.  The vehicle was also running fine.  He conferenced briefly with [redacted], the advisor
working with the vehicle, and agreed that the code was either not cleared from
the last repair or erroneous. 
Particularly since it was not set currently.
**Check Engine, nor any other malfunction light, was not on
as received.  The vehicle was driven into
the shop for diagnosis of engine noise. 
The noise seemed to be coming from the top left of the engine therefore
removal of the valve cover was recommended to inspect for fault.  Upon removal no fault was found. 
**The issue of “checking the oil filter” was not brought up
until after the valve cover was removed. 
At that time it was discussed with the customer that had that been
requested, [redacted] would have said that it would require an oil change.
**Oil filter was removed per customer’s request.  Oil pan was not removed.  Upon removal of the oil filter metal shavings
were found in the oil.  The oil filter
also had tears and holes in the filtration media.  Upon inspection recommendation of engine
replacement was recommended based on cost analysis of overhaul.
**See above
**Oil filter is aftermarket. 
While made by Hengst, it does not bear the BMW brand or Roundel – making
it aftermarket and not an OEM part.  We
also informed the customers that the filter DID have a bypass valve as all
filters do and would not restrict oil flow. 
We at no point indicated that the oil filter CAUSED the engine failure.  Simply that it was damaged, non OEM and indicated
there was an internal mechanical malfunction.
**The conversation referred to below did not happen after
receiving pictures of the oil filter, rather before, when all things were
discussed in a meeting with the customers, [redacted] and Steven.  The pictures were taken and emailed to the
customers per their request the following week. 
**See above on scanned code
**A check engine light is an indicator of a failure related
to emissions systems, not a mechanical failure.
**If a low oil pressure or overheat code were set that may relate to a mechanical engine
failure, however, those were not present in this case.
**Due to the customer’s situation of recently purchasing the
vehicle, and not having purchased an extended warranty, we did offer them a
significant discount on the labor to install a replacement engine.
**Both codes the customer is referring to were present at
the scan after the vehicle was partially disassembled for diagnosis of the
noise and are present due to disconnections of electrical components.
** The codes listed are from that scan 5 days after the
vehicle was disassembled.
**The presence of that code on the reading from the 4.30.15
was secondary and due to the throttle codes
Other notes:
[redacted] called the extended warranty company per the
customer’s request even though the policy was expired to explore if there was
any coverage for the vehicle.  The
contract had expired over 30 days prior, no coverage was provided.
[redacted] spoke with the service manager of the selling
Mercedes dealer per the customer’s requests to discuss the vehicle.
[redacted], [redacted] and Steven have worked extensively with the
customers to provide the most cost effective repair.

Mr. [redacted] and Zimbrick agreed on a settlement check.  Mrs. [redacted] picked up the checked and the check was cashed.Zimbrick believes this case to be closed. thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
If you review the paperwork on record with Zimbrick Honda it is inconsistent with their response to resolve this matter.  Again, the AC was non functioning when it was received with 8 miles on it.  Since that time the AC freon has been low every time it has been brought into Zimbrick to service the AC.  This would obviously mean that there is a leak somewhere that was never resolved.  The vehicle was brought into Honda for this same problem at the beginning of summer every year as well the end of summer into fall.  So, 1-2 times per year there was low freon in the vehicle.  If you look at the records there were many mentions of 'no leak found'.  The most recent statement 9/28/16 states "Evacuted system and found .07 KG in system.  Unable to find visible leak at this time.  Inspected drainage tube and HVAC box as well as underneath car.  Inspected lines running from condenser to fire wall and back to compresser and NO LEAK WAS FOUND. As well as inspected condensor."  I find it odd that they are offering a new compressor because it is supposedly leaking?  This contradicts the report.  There are many contradictions in the records for my vehicle which to me suggests that Zimbrick could not remedy the problem but refused to replace the unit in its entirety which should have been done in 2013.  I am asking for a new AC system, both the compressor and condenser as well as any other components that could cause a the freon to drain to be replaced at no cost.  Furthermore freon is a hazardous gas and this should not be taken lightly that it has been leaking for 3 years without remedy. 
Regards,
[redacted]

[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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will be looking for the check ($2501.00) in the mail later this week, thank you.
Regards,
[redacted]r

To whom this may concern at the Revdex.com-   First, we returned every call to these customers. Second, the damage was reported three days after their visit. These folks are not steady customers and boldly stated that they were out to “get” multiple companies. ….due to coolant and...

oil leaks. They did not purchase the vehicle from Zimbrick Nissan. Our employees stand by their recollection that the vehicle was not damaged while in our possession. Given the nature of our interaction and lack of business relationship, we feel that we are not obligated to them. No repair of the damage was offered, nor will one be forthcoming.   Thank you for your time and effort regarding this matter.   [redacted]
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am not aware of any scratches and I call you a liar. and car scratch still in car. about car NASTY smell, it is there because you worker team UNABLE to resolve this issue because you company try to lie and deceived customer.   no winder people by cars out of your company.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Customer concern was brake vibration and noise. Cause found, rotors were pitted Technician road tested vehicle to replicate customer concern. First thing they test is extreme braking to see if that improves condition by removing superficial rust. It did not so technician removed wheels and rotor...

shields to inspect front and back side of rotor. Technician found that the rotor had pitted on the back side and required replacement to resolve sound and vibration. Condition of front rotors was worse than rear and was the main cause of concern. Called customer to share recommendations and get approval for repairs. Got approval from customer and followed BMW recommended repair plan. Customer called back during repair and cancelled replacement of rear brakes. When customer came in to pick up vehicle technician showed owner her actual front rotors and why replacement was recommended. We take brake repairs very seriously and follow BMW recommendations for replacement which involves rotor and pad replacement. Accusations are false and offensive. We have had open communication with customer from beginning of process throughout concerns. Please let me know if you have additional questions. Sincerely, [redacted]General Manager Zimbrick BMW2400 Rimrock RdMadison, WI 53713

The customer was contacted the next day and we apologized for us not seeing the hail damage.  We told him that the damage was going to be repaired and it was.  He contacted me later and wanted to file a further complaint and I gave him Tom Zimbrick’s contact information.  He reached...

out to Tom explaining the entire story and said he would never come to Zimbrick again.  Tom responded to him and apologized for this not being caught ahead of time.  Tom said to the customer that he reviewed the situation with [redacted] on this matter.  Tom thanked the customer for bringing this to his attention and said this situation is not typical and is not a reflection of Zimbrick’s 50 year longstanding history.  The customer responded to Tom’s email and thanked him for getting back to him so quickly, but said that Tom’s response isn’t good enough.  The customer said on December 2nd 2017 that he is going to contact the Revdex.com and Volkswagen Customer Relations. Thank you!

Starting around July 20 this man said he wanted a Altima, we had him written up and approved  for a Altima. He changed his mind stating his friends told him to get a Rogue or CRV. I priced out a Rogue AWD which had a MSRP of $27,285.00, I was offering it to him for $25,401 (below our internet...

price) for a out the door price of $27,177.78. He stated he thought that was too much and wanted to pay 25 out the door. Stating he was looking at other options such as Honda and Toyota. I told him I would go to 25,100 plus tax title and license if he wanted the rogue, he did not like the fact that AFTER tax, title and license it would be $27,plus. At that  time I suggested a front wheel drive to keep his price down where he wanted it to be. He said no he wanted AWD and sent me a True Car   price sheet saying he can get a SV AWD for $22,490 without taxes and plates. He wanted that deal. I told him I looked up the dealer that is offering that and nothing added up; the vin’s were different from the model codes shown etc. etc. I explained we do not use True Car and tried to help him in the explanation on what this Illinois dealer was doing. Again he kept asking for a 24,000 price and would not give up .  I told him I could not do that  and if he can get that deal he should go buy it. I told him the last offer I gave him stood until the end of month but again, if he could get it cheaper feel free to do so I understand.  He would not stop emailing me asking for a better price. I kept saying no. This went for a week with him saying he needed a low price because his visa was going to expire and he may need to leave the country to go back to India and it would be a loss for him.  This went back and forth again for days. In the end, on July 31 he said he was going to Illinois to buy the car.  After that I received a email stating I was correct , he did not get the price he thought and made the trip for nothing. At this time he DID NOT say he wanted the car.   He ended up coming in Aug 1 and wanted the same deal.  He asked for pricing again.  He wanted a SV Rogue in Green. He did say he wanted AWD at first.  After talking, I told him I can get a AWD but it would be more money than he wanted to pay  and I could not get it until Wednesday as we did not have it. He stated he needed something NOW. I told  him I have a Green Front Wheel drive in stock from there we discussed the pros and cons of front v.s AWD, He said he would be fine with a front wheel drive.  We discussed price he asked for more discounts again , we said no . It is a new month and the deals are different.  At this time Scott Ericson (sales manager) came in the office and said we are done if he wants the car buy it and that was it , he bought the car.  He took delivery , the whole time trying to get things for free such as door moldings.   The next day I get a phone call saying he thinks I cheated him, he wanted a AWD drive , he thought he was getting a AWD  , the paperwork did not show him it was a Front Wheel Drive etc. We lost money selling him a car trying to help him.  He was NOT charged for a AWD vehicle even thought he says he was. He has emailed over and over, taken up time and gone online spreading FALSE lies about our company and me!  We did nothing but tried to help him and because he did not get what he wanted he will not stop.  I have all e-mails  and correspondence with this man.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]I disagree with Zimbrick’s answer!   Let’s summarize this ticket,** Zimbrick lied to me and used my trust to sell me a car with mold.  They told me it was accident free, but I found out otherwise.** Zimbrick lied to me when they attempted to fix the mold issue.  Then they lied at me again to fix mold issue.** Boucher Hyundai fixed car the mold issue and noted to me that this car might have been in accident.** Zimbrick REFUSED to apology of all damage they done to my.** Zimbrick REFUSED to give me gas reimbursement money to drive to Boucher Hyundai which is a 55 minute drive one way on highway road.** Zimbrick REFUSED to fix car body.** Zimbrick is not a trustworthy company in our State and has built their empire to make all of their citizens suffer.Hope all Wisconsin people to me aware of this. Seeking Revdex.com final decision on this.  
Regards,

December 8, 2016   Revdex.com 2702 Internation Lane Suite 112 Madison, WI 53704   RE: [redacted] / 2013 Kia Soul Service [redacted]     To Whom It May Concern:   I am responding to a complaint that you forward to our...

location by Ms. [redacted].  Ms. [redacted] purchased her 2013 Kia Soul from Zimbrick Hyundai West on 11/26/2016.  The vehicle was purchased “As-Is” with no warranty from the manufacture or dealer.  The after Ms. [redacted] took possession of the vehicle she contacted her sales consultant regarding the radio not working properly and a concern with the emergency brake.  The sales consultant worked with his manager and they agreed to review the concern with the radio and emergency brake.    After looking at the radio, it was determined that we need to order a replacement to fix the concern.  This was agreed to as an act of good will for the customer.  When ordering the radio thru our parts department using the vehicle VIN, the parts department had two options from the factory and did not clarify with the sales department if the vehicle had Bluetooth.  The 2013 Kia Soul has two factory radios available depending on the original equipment and packages selected.  The parts department mistakenly ordered the non Bluetooth equipped radio.  The original radio that was being replaced had a small sticker on it that designated it as a Bluetooth radio.  When the part was being installed, the technician did not notice the worn sticker on the radio he removed.  After the radio replacement was competed and the vehicle returned, Ms. [redacted] noticed the lack of Bluetooth operation on the replacement radio.  Upon Ms. [redacted] calling the dealership and speaking to the service manager about her concerns, he apologized for the mistake and inconvenience and immediately agreed to reorder to correct radio.  Since receiving this complaint, Ms. [redacted] has returned and on 12/07/2016 the correct radio has been installed and is confirmed to be working.  When dropping the vehicle for the correct radio, a loaner vehicle was provided at no charge to Ms. [redacted].  During this visit, the service manager also filled Ms. [redacted] fuel tank as an act of goodwill.  At pick up of Ms. [redacted]’s vehicle she was also informed that a $100 gift card to PDQ would also be sent to her address as an additional act of goodwill for her inconvenience.   The second concern Ms. [redacted] had was with the operation of the emergency brake.  While the brake was operational and safe, it had to be pulled to the maximum point to be properly engaged.  The service department did make an adjustment to the cable tension so that you no longer had to pull the emergency brake to the highest point for proper engagement.  This occurred when the incorrect radio was installed.  When the correct radio was installed, no mention was made of a concern with the operation of the emergency brake after the original repair.   In summary, an adjustment was made to the emergency brake cable tension and an error was made in ordering the correct radio for the vehicle.  Once identified, the radio error was rectified and Ms. [redacted] was given a full tank of fuel for her vehicle and an additional $100 gift card to PDQ for her inconvenience for having to return more than once for the repairs to be completed.  Both the service manager and I have apologized to Ms. [redacted] for her inconvenience.  At this time we consider the manner resolved.   Sincerely,   [redacted] General Manager Zimbrick Hyundai West 608-729-6400

The consumer has contacted American Honda ([redacted]) and American Honda has been in contact with Zimbrick, [redacted] Service Director.American Honda/Zimbrick has agreed to replace the compressor at no cost to the consumer.  Both American Honda and Zimbrick agree that this will complete the problem.Zimbrick Honda / American Honda believe this case to be closed.thank you!

After consulting American Honda, it is our recommendation to repair the malfunctioning part which is the Air Conditioning Compressor Unit which is leaking.It would be a cost of $0 to the consumer.  Concerns with the AC unit has consistently been different at each visit.  The consumer has...

paid $0 out of their pocket for the AC issues...even though the car is 3 years old with 110,000 miles on it.I would hope this will resolve any issues the client has with the vehicle and the AC unit.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,the only way I would agree is if it is actually fixed right and the things that should have been fixed when I bought it are fixed like the cruise working less then half the time. And the headlights being full of water after the first  rainstorm. And the brake shimmy. New pads and rotors. Otherwise I want reimbursement for the parts and I will fix it myself so I know it is done right this time
[redacted]

We feel we have done everything possible for this consumer and nothing further can be done.

A check will be sent to [redacted] and [redacted] for $2,500.01 for reimbursement for transportation from Madison Wi to Fargo ND.?

According to us, the matter is closed.  The customer is confusing numbers and vehicles from another Nissan dealership they shopped us against.thank you!