Zimbrick, Inc.

Review: I have had my first auto leasing experience from zimbrick honda. I should have known I was not going to have a good experience when I test drove a car that would be the "exact" one I would be leasing & when I picked up the car it had black interior instead of the grey. I should have made more of a stink about this at the time. It is now 3 years later & I returned the vehicle 3 months before the end of the lease (since I use my old sub in winter & didn't need this car) with only 24,000 miles on it which is less than the allotted 36,000miles. Of course I will be paying the remainder of the lease as agreed but to my surprise, I got a letter from honda financial services I owe them an additional $789.37 for "excess wear & tear". They apparently expected me not to use the vehicle for 3 years so I could return it in the showroom condition. I do not have kids, I had seat covers over the seats. Basically drove it to & from work with a monthly trip up north, kept it in a garage & took it to the car wash regularly. This is for a 1 inch tear in the interior head liner.

When inspecting the vehicle, the inspector noted EVERY small scratch inside & out explaining t hat the dealer would have to replace all of the trim panels inside the car for $1665. As well as $150 for tires!! I do think tires should last longer than 24,000 miles! The inspector had to really search to find all these flaws. It is a used car for gosh sake, it will not be perfect.

My Understanding when I leased it is that there is a $1500 allowance for wear & tear and was told "people don't usually pay anything when they return the car".

I think they are way out of line! All of the inside panels do not need to be replaced. When I spoke to [redacted] at honda financial, she informed me that anything about $500 is out of pocket for the person leasing. When I leaded the vehicle initially I talked with the sales person about what additional expenses I could incur & he mentioned told me about the $1500 wear & tear but not that if any item was more than $500 it was not include. That's a huge omission!

Clearly I feel taken advantage of! I feel point of a lease is have worry free use of the car for a set monthly fee. I called 2 auto upholstery shops & they said the repair would start at $175 but could be as much as $400 which is quite different from the $789 Honda is charging. I looked the vehicle up on auction & it is being auctioned "as is" . It appears they did not even fix it.

The fee for excessive wear & tear would not exist if I were leasing again. This seems just plain wrong to me.

I sent a letter to the address on the invoice disputing the amount. When I spoke with representative [redacted] she said she did not have it in my file.Desired Settlement: I would like to see the charge removed or at the very least, reduced.

Consumer

Response:

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 have not been contacted yet from anyone other than the people who set up payments. I need to speak with someone who is going to discuss & resolve this issue from the texas office before I accept or reject business response. Is the WI Revdex.com able to contact [redacted] (American Honda Financial Services Representative) to help expedite this process?

Review: First of all they have a stamp on their website saying they are Revdex.com accredited - THEY ARE NOT!

Our car broke down and we drove it to Zimbrick for help. They performed a diagnostic test for $120 this test showed bad timing chains - we were told that should solve the problem by replacing those. So we left our car at Zimbrick and had to rent a car to continue our family vacation to Chicago.

While on vacation the tech from Zimbrick called to tell us it was the actuators that were bad and those also had to be changed. Ok we said change those - they thought that would solve the problem. When we returned to pick up or car - it was WORSE than when we left it in their care.

Clearly they misdiagnosed the problem, and should have stopped and just said we really don't know what is wrong. Instead they continued to "repair" and add onto our bill. A terrible quality technician was involved.

We are extremely disappointed with the service. They let us drive off the lot with our two children - the car was barely running? It ran better when we drove it into their lot than when we drove it off!

We barely made it across the road, car died several times - we had to call a tow truck from Fargo ND to come and get our family and our car & tow us home, the car was not driveable. We waited from 6 pm until 3 am for our tow - we could NOT drive anywhere with the car. It was awful.

We were on a family vacation with our kids, they just let us go - had us pay $3500.00 and left us with a defective car at 6 pm in the evening - 8 hours from home.

What they did to our family was WRONG and that they took our money was MORE WRONG. We want some if not ALL of our money back. They did more damage to our car by working on it - we are very, very upset about the whole situation.

A company such as theirs that has been in business for over 50 years surely can do better business than this.Desired Settlement: We want all of our money back and want reimbursement for the tow truck to come and haul us from Madison WI home to Fargo ND as we were stranded with no car due to the poor technicians/mechanics at Zimbrick.

Business

Response:

[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.

Review: I took my 2013 Honda Civic Si to Zimbrick Honda for warranty coverage. My insurance selected their service center as it was the closest to me being as I lived over 70 miles away. My car was towed in after I personally called their service center and asked to speak with a service manager.. one was not available at the time so I left a message. I received a call back approximately an hour later and informed the person who called me back (assuming they were a service manager since that is who I asked for when I had to leave message) that my car had been at an independent service place and once the engine was apart they discovered the pistons had melted and I should contact Honda for warranty coverage since my car was under warranty. Therefore, in my explanation to the individual I specifically stated that the engine was still apart and asked if I should have the engine put back together before having the car towed in... I was told "NO, go ahead and bring it in as is." Therefore I contacted my insurance and they arranged towing to this Zimbrick location. Due to the 70 miles required to tow, my insurance only covered 15 miles and I had to cover rest which was a $200 bill. When Zimbrick received the car they declined warranty saying the car was apart and that voids warranty (even though I specifically asked if it was ok to bring car in that way.) What's more is that they tried to say my car was turboed and that automatically voids the warranty even though they have no proof of it being turboed at the time the break down occurred because it WAS NOT TURBOED!!! Then after a month of contacting attorney and Consumer Trade Protection, Zimbrick called Madison Police Department and listed my car as an abandoned vehicle which was false ([redacted] Service Manager knew exactly what was going on) and my car got towed resulting in another $180 I had to pay. [redacted] the Service Manager has done nothing but lie and provide false information to Honda!!! And he stole has the keys to my car!Desired Settlement: I want a full refund for the initial towing bill ($200), the abandoned vehicle towing bill ($180), and the parts required to fix vehicle ($280). I will not charge the labor costs for fixing the vehicle as I got an incredible deal from a mechanic after they heard my story. Also, considering the Service Manager still has my keys (even though he reported my vehicle as abandoned) and the keys control my cars remote start, I will be asking for $300 as that was the cost of my remote start system.

Business

Response:

The customer's concerns have been addressed with American Honda and they have denied his request for reimbusement due to the fact that they have video and photo proof of the clients vehicle having a turbo put on and then taken off.

Thank you!

Consumer

Response:

Review: [redacted]

Current owners of the 2008 BMW X5 4.8i

The purpose of our complaint is the service we received at Zimbrick BMW in Madison.

On February ninth we purchased a used 2008 BMW X5 4.8i with 68,797 miles from a Mercedes dealer in Naperville IL.

It was not long before the car begin to shake and lose power, go into limp mode, and a check engine light came on. On February 17, we took the vehicle into Zimbrick BMW in Madison Wisconsin to have it inspected and serviced.

Zimbrick BMW claimed that the front tires needed to be replaced and that the car needed engine coils. We replaced the coils and tires.

At 70,000 miles a check engine code was stored for the vehicles Engine Management System.

Towards the end of March the car lost power again, the car shook violently and went into limp mode, and the car came up with an alert saying, check engine, engine malfunction, AWD, and DSC. The car died in the middle of traffic. Restarted the car and everything was fine, no check engine lights were on and we thought it was just a glitch. However, the problem returned.

On May 1st, the vehicle was taken back into Zimbrick BMW and the service technician [redacted] told us “they don’t know what is wrong” but they think it is electronic throttle, they replaced the wire harness. The tech stated that “they would start there”. We replaced the wire harness for $428.05. We also asked [redacted] to check the oil and filter and make sure everything was alright. After the replacement they called and said the vehicle was ready to go.

About one mile from Zimbrick BMW the check engine light came back on and I returned immediately to Zimbrick BMW. A service tech, Bryan, from Zimbrick took the car into their shop. He claimed the light was nothing, cleared it without doing a check or test drive and told me the car was fine. He also stated that it was “safe to drive”.

I drove the car about twenty miles and I lost power, and heard a horrible screeching and knocking noise coming from the engine, a check engine light came back on. I quickly pulled over and shut off the car.

We were forced to have the car towed back to Zimbrick BMW, and I had to be picked up from alongside the road. Zimbrick BMW inspected the car. The service tech [redacted] called and again said “they don’t know what is wrong” but believe the problem to be something major. He said the only option at this point was to take off valve cover for $965.00 which would cover taking off cover and putting it back on. I asked him about the oil change and he said he had not heard me say that I wanted an inspection or that they should look at the oil filter. It was also stated to me that these cars are capable of going 15,000 miles between oil changes. Then he said they would be able to find what the problem was once the valve cover was off. [redacted] called us back later that day and said they weren’t able to find anything wrong. So they took off oil pan and oil filter and found metal shavings in oil. They now claim that the engine is completely ruined and that a full replacement is the only viable option.

We returned to Zimbrick BMW and asked all of them why they did not check the codes or test drive the vehicle when we brought it in after only a mile. Their response was that the service engine light meant nothing and that I had done the test drive. The tech who cleared the code is [redacted]. When we asked [redacted] about this another mechanic was present, his name is Steven, two other people were also present. When we asked [redacted] about the check engine light. Steven asked him why he did not check the code. Bryan said he did with handheld code checker but came back inconclusive and erroneous. Zimbrick BMW has no record of this on their computer or in paperwork. [redacted] did not bother to take the time to find out what the codes actually were and whether they presented any information about the health of the engine.

After pressing them further about the engine failure and why they made the claim that we need to completely replace the engine they showed me pictures of the engine oil with metal shavings. They then claimed that the oil filter was a cheap aftermarket filter and that it had collapsed and could be part of the cause of the engine failure and that we should talk with Mercedes because they did the last oil change. We asked them to show us the filter and they said they had put it back in the car. The oil filter is a Hengst oil filter, which is an OEM oil filter and is perfectly fine to use on BMW’s. Zimbrick BMW lied to us about whether the filter was aftermarket and said oil would just spin around and not get where it needed to be. Hengst manufactures BMW’s oil filters. International BMW and Concours BMW in Milwaukee both confirmed this. A week later we received pictures of the oil filter, the oil filter is not collapsed.

We brought this before [redacted], Zimbrick BMW’s service manager. We asked her about not diagnosing the check engine light and she then claims that check engine lights could not have predicted the engine failure. She also made the claim that every check engine code simply relates to emissions. We talked to an independent BMW mechanic who says that the engine check system would have known that something was wrong with the car when we brought it in.

After further arguing, Zimbrick BMW has lowered its labor cost but refuses to do more.

We feel that Zimbrick BMW committed a grievous error when they failed to check out the car thoroughly after the service engine soon light came on and returned it back to us without test driving it.

We also did some research and found that even though Zimbrick says the check engine codes could not have predicted the engine failure or that they relate to a mechanical failure in anyway; two of the codes were for sensors that could have caused serious engine damage and mechanical failure. These two codes, came up multiple times in the vehicles computer, they are: DME: Valvetronic, eccentric shaft sensor 2. And: DME: Differential-pressure sensor, intake manifold. Based on what was in the cars computer we think this was a problem Zimbrick could have solved before it destroyed our engine.Desired Settlement: To make this right we would like Zimbrick BMW to purchase a re-manufactured engine and install it in our vehicle free of charge.

Or we would be open to a trade in of equal value to the car before the engine malfunction.

Business

Response:

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.

Consumer

Response:

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.

Regards,

The response from Zimbrick BMW of Madison is not adequate, and does nothing to address any of our issues, while continuing to deny the mistakes that were made.

Review: In June of last year, I brought in my car to Zimbrick to have an oil change, a windshield wiper replaced, and a recall part installed. After this visit I noticed significant water accumulation on the bottom of the front passenger floor (1 inch of standing water). I returned to Zimbrick to have this problem fixed. The car was checked out and supposedly fixed (free of charge), but there was still water on the passenger side of the car and additional water continued to accumulate there as well as spread to the back right floor area. This was very frustrating as I had to remove the standing water with a cup and many towels. Since Zimbrick had not fixed the problem, I took the car to a different dealership where they found that the A/C drain tube had been disconnected. They then had to reconnect the tube as well as remove the carpet to dry everything out. They charged $147.43 for this service. I am disappointed in the service at Zimbrick, not only since the original visit seemed to cause the water accumulation problem but also because the subsequent visit to correct it did not fix the water accumulation issue. Furthermore, I wrote a letter to Zimbrick 3 months ago to request a reimbursement for the expense paid for a problem that I believe Zimbrick caused, but they never responded.Desired Settlement: I would like a reimbursement for the expense paid ($147.43) to correct a problem that I believe Zimbrick caused.

Business

Response:

With

talking with my lead tech and looking at service bulletin for procedures needed

to perform update, did not call for taking the A/C / heating system apart

which

in turn should have not affected the drain system for A/C drainage. When we

looked at [redacted] vehicle for water on floor we inspected drain for system and

seemed to be in place at that time. We did not hear from [redacted] after last

time in and did not get charged for looking at vehicle also have not

received any letters

from

[redacted] at this time.

This

was [redacted] first visit to Zimbrick and have no history of vehicle or past

repairs so at this time I do not think we did any thing to cause this problem.

Thank

you

Consumer

Response:

Review: My husband and I bought the following car about a year ago: http://www.zimbrick.com/vehicle-details/2009-nissan-murano-le-madison-wi-id-[red...⇄ />
We took the car on a test drive and it died on us but Nissan told us that it was just the battery and they replaced it. We ended up purchasing the car and had Nissan install a trailer hitch and remote start. We had nothing but issues about once a month the car was in the shop with either tire sensor issues or not being able to start. I was never able to leave the vehicle for more than two days other wise it would not start. The Nissan dealership reset the computer and ran testing but said they could never find out the issue. Well this went on for a year. Service had our car for right about a month total trying to find the issue. They appeared to finally just get tired of us so said there was nothing more they could do because it was the remote start that they installed that was causing the issues, they claimed the only way to fix the issues we had been having for a year was to take out the remote start. We told them the only reason we bought the car was because they said remote start would work. We also brought up the fact that the car had issues and died even before they installed the remote start. The vehicle also acted up and would randomly tell us that our tire pressure was low or that we needed a sensor replaced but Nissan said it was fine. in addition the vehicle would not always sense the key and therefore not let you start the car.They then said there was nothing else they could do for us so with hesitation we were forced into getting a different vehicle because we need a reliable vehicle that will start. We thought we were buying a reliable vehicle when we bought this certified Nissan but we were wrong. The Nissan manger would never sit down and meet with us and made us take 8500 dollar hit. We explained to the sales manger that if the Nissan service guys would have told us within the first month of the vehicle being in the shop that they could not fix the vehicle we would have traded it in then and avoided lost wages, emotional and physical stress, and a huge financial hit. When we gave them back the vehicle we were told it was going to auction because they did not want anyone to deal with the vehicle issues and the lemon that it was. Now we see the vehicle on the lot and they did not list any of the service history or the accident that I had with it (vehicle was repaired at the shop and the Nissan manager knew it was in an accident). In addition we sent them an email asking why they were trying to pass these issues onto someone else and they responded with the following post on their website about us: you don't have to worry about depreciation on this gorgeous 2009 Nissan Murano! The guy before you got it all! What a guy!

Please see it in context below:

Email or call our Internet Department to receive your No-Obligation Price Quote.

CLEAN CAR FAX, Electronic Stability Control, LOCAL TRADE, LOW MILES, and NAVIGATION. Nissan Certified! What are you waiting for?! Y Nissan Certified Pre-Owned means you not only get the reassurance of up to a 7yr/100,000 mile Warranty, but also a 156-point inspection/reconditioning, 24/7 roadside assistance, trip-interruption services, and a complete CARFAX vehicle history report. You just simply can't beat a Nissan product. Thanks for checking out our inventory! Please call with any questions at [redacted], or visit us at High Crossing Blvd. In Madison, WI 53718

As you can imagine that it is very frustrating for us what we have went through with them but to know they are hiding all of this information and trapping another customer with the car is unacceptable in our opinion. I also find it offensive and not ethical to post something like that on a businesses public site. All of our friends and coworkers know we owned that car before and they now see that post, which is malicious and spiteful. I do not know how a company can hide an accident and all of a cars history.

Please help us and other consumers!

Thank you,

[redacted]Desired Settlement: We would like to them to list the accident and everytime that the car was in the shop. In-addition we would like the malicious statement removed from their website along with an apology. We also need a Zimbrick manager to call and explain the actions of the this local Nissan dealership.

Business

Response:

The vehicle delivered to the [redacted] was properly safety inspected. The remote starter in question was added to the vehicle before delivery and as part of the negotiations.

After taking the vehicle back in trade, Zimbrick Nissan removed the remote starter, which was the cause of the [redacted] complaint.

The web-site posting was a script from our internet provider.

It was changed immediately after being notified.

As for the car-fax, it is a private company with no relation to Zimbrick Nissan.

Zimbrick considers this matter rectified and closed.

General Manager

In October 2010 I moved to from Orange County California to Madison Wisconsin. Upon arriving I decided to get my care serviced at Zimbrick Hyundai EAST. I walked into the service department and was treated very badly by the staff I walked out and vowed never to go to Zimbrick Hyundai East again for any service. Fast forward six years 12 February 2016 I was in a car accident where a drunk driver totaled my car. I love the Hyundai brand and had no doubt that I wanted to purchase another one. I went through my Credit Union Navy Federal to secure a loan. Once the loan was secured I started to shop for cars using their car buying service. I was directed to two different dealers Zimbrick West and Zimbrick East of Madison. I was hesitant about using the East location because of my previous experience but decided to give them a second chance because of their Sales Associate Ed [redacted] was polite and able to get back to me quickly; we set up an appointment to meet on 28 February. This is the day that started my dissatisfaction with this dealers business practices for a second time. On February 28, 2016 I came into the dealership with my credit unions check in hand. The first thing I got from Mr P[redacted] was a confused look but he kept his composure as he stated he will take the check but the dealer did not like dealing with the Navy Federal Credit Union. After sometime I was told that they would have to make sure the check cleared before they released the vehicle to me at this point I was confused because my credit union stated clear instructions to the dealer on the check on how to verify funds. I called my credit union and they stated the funds were guaranteed and that the dealership should know this by the verification code. At this time I secured a down payment of my own money in the amount of $4600.00 to take back to the dealer. When I returned to the dealer I was told by Chris [redacted] that Mr P[redacted] was busy and he by Chris [redacted] was too busy to take money because he was doing something with VIN#’s because it was the end of the month he told another associate Gerald [redacted] to take my cashier’s check at that time Mr A[redacted] took my check and told me he will bring me a receipt what he brought me was a copy of my check with received on it nothing else. To me that felt like a very bizarre practice for a receipt for that amount of money. Two days pass I heard nothing from Ed or Hyundai. So I called my credit union and requested that they call me back when Zymbrick East had received the funds I received three call from Navy Federal stating they were sure that Zimbrick East had the funds. So that evening I went to Hyundai expecting to get my car or some answers I saw Mr P[redacted] who did not even acknowledge my presence I approached him with my concerns my voice was elevated I wanted some answers to my situation. Immediately Ed [redacted] comes out to confront me he states that he is waiting for my check to clear I stated my bank said it cleared. He came back with how he hated dealing with Navy Federal and how they were burned in the past by someone who got a free car. He also stated that Navy Federal is a horrible bank and I should have got the loan from him, he could have saved me more money. I countered with am I a getting my car or what you got my check from the credit union and my cashier’s check for my down payment. He replied with and explicit [redacted] Navy Federal is a horrible company and that they did not get any check from me. At this time I was taken into the manager’s office and met by John [redacted]. Mr L[redacted] tried to alleviate the situation he offered to let me drive the car home that night and an apology. This is also where they were able to verify that I had given them a check. At this time I did not trust any of the staff they had questioned my integrity and my banks. I told him that I would not remove the car from their property unless I knew it was mine. The next day I called to see if the check cleared they said it did and I could come down and sign the paperwork. I was greated by Mr P[redacted] and Mr L[redacted] they were very polite and Mr P[redacted] went out of his way to help me get into my vehicle but during signing was met by Ed [redacted]. During the signing of the paperwork you could tell Mr [redacted] was uneasy an angry and didn’t want to do which he was obviously told what to do. Again in that last meeting with him he had to get in one more dig on how if I would have went through Hyundai finance he would have saved me money and through Mr P[redacted] under the bus by stating he should have never agreed to taking the check. I signed my paper work and got out of there as I possibly could.
The issues I find with this transaction is obviously customer service. I am very confused about their business practices as it pertained to me it cannot be a coincidence that I received horrivle service twice from this Dealership. I wonder what could be the cause of this I hope its not because of African American background or my service to my country. I state both of these because of one the obvious of my appearance and two because how many times Mr K[redacted] stated he hated working with Navy Federal and since only service members and their loved ones are the only ones who could use the service leads me to this conclusion. I pondered the actions of Mr L[redacted] stating that he could let me drive the car off that moment. If I was allowed to do so from the beginning I would have not been there at that point why was the dealership willing to do that then and not from the beginning.
I am concerned with the way veterans and service members are treated at Zimbrick Hyundai East. I wrote this letter hoping to correct the problem and no other service member have to face this undignified treatment again.
Time is one the most valuable things a person has to give and I felt I gave Zimbrick Hyundai East so much of my valuable time that I could never get back. I look forward to hearing from you in the future thank you for your time.

Review: I took my BMW335d for an oil change and a check on noise/vibration in the brakes. The service manager called me to say all four brakes needed replacement. I agreed to the service. I almost immediately realized that since I had the car serviced a few months earlier at BMW Minnetonka, it seemed Unlikely they would not have noticed a brake problem. Within minutes, I called the service manager at BMW Minnetonka, who said there was almost no chance the brakes on my car couldn't be fixed by driving / hard braking rather than replacement. I immediately called Zimbrick to cancel the service. They told me the front brakes had already been replaced, and the rear brakes certainly required replacement - both front and rear had the same problem. Nonetheless, I went to pick up the car. The Zimbrick service manager [redacted] and others continued (in person that day and via later emails) to insist that the front brakes had required replacement, and that the rear brakes did too. This has been proven untrue by another dealer. I took the car to BMW Minnetonka two weeks later to have the brakes examined (and have the rear brakes replaced if needed). They assured me the brakes did not need replacement, and it was extremely likely that the front brake rust could have been removed via driving a certain way - that they had not required replacement either. Zimbrick showed me brakes they claimed came from my car which appeared to have rust, but never gave me options to avoid replacement.Desired Settlement: I want to only pay the cost of the service and not their profit. They did the work, but the work was not necessary (as verified by another dealer). I do not think they should be able to profit from tricking me into having this service.

Business

Response:

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

Matt [redacted] is a complete scam as a service advisor st zimbrick bmw watch out do not deal with him. Had my steering rack replaced for 3000 dollars had issues next morning with feeling like there was no power steering for first few minutes told me it was a bad steering shaft joint. If it was a bad steering joint this would happen all the time which it did not. Update: Matt then proceeded to call me back about an houe or so later and said it did not need it. His ethics to try and sell me something that was not needed and unecessary puts a very bad taste in my mouth about this company. He is definetly a crook and should not be working for zimbrick. I will tell every single person I know about this plave and how they treat there customers. Please watch out these guys and especially Matt will try and scam you. These guys are crooks and will be taking correct action as this is totally wrong

Review: We were having issues on April 15th with our transmission on our 2004 Pontiac Gram am. My husband called Zimbrick Hyundia @ the 320 W Beltline Highway, Madison, WI 53713 location where we purchased the vehicle on Wednesday April 16th and they had a towing service come and pick the vehicle up and hauled to them on a flat bed truck due to possible transmission issues to. At this location they did not have the correct computer diagnostic program so they took it over to the Zimbrick Buick/GMC located at 1601 W Beltline Highway Madison WI 53713 off fish hatchery on Friday 04/18

Because of the holiday weekend (Easter) they were not able to look at the vehicle until Monday April 21st or Tuesday April 22nd. Because they said they would need to tear apart and look over the transmission to see why it was stuck in 1st gear. And at one point in a conversation with my husband [redacted] said they were going to replace the transmission???

On Tuesday night April 22nd @ 8:28 pm we received a phone call from an Officer Glaum from the Town of Madison policy Department asking to speak to my husband [redacted]. Officer Glaum stated our 2004 4 door Pontiac Grand AM license plates 843 ERS is the suspect vehicle in a hit and run accident. At first my husband is caught off guard not sure what the police is talking about – then [redacted] stated that we had a vehicle that was getting serviced work done to it at the Zimbrick Buick/GMC and that we have not had our vehicle since it was picked up on April 16th.

So all night we are thinking the car was stolen from the Zimbrick lot. I called the dealership around 9:00pm that night after [redacted] talked to the police and I left a message for [redacted] the Service Manager to call me the next morning April 23rd. I talked to [redacted] around approximately 7:00 am on April 23rd. and I told him about the phone call we received the night before from Madison Police and that I wanted to make sure that our vehicle was not stolen from the lot. I asked [redacted] the service manager to check to see if our vehicle was still there in their parking lot, if the license plates were still on the vehicle & if there was an damage to the vehicle.[redacted] at Zimbrick went out to the parking lot to check on out vehicle – he stated that the vehicle has been in the same spot since approximately 2:00pm on Tuesday afternoon - that was around the last time the service technician had the car out to look at the transmission and that both license plates were on the vehicle, vehicle was locked and that there was no damage to vehicle.

So at this point I am relieved thinking they someone has wrote down the WRONG license plate # of the suspect vehicle.

After my conversation that morning with [redacted] the Service Consultant at Zimbrick, the town of Madison police officer Glaum also stopped in at the dealership for his investigation on the accident that allegedly occurred with our vehicle which had been in the Care Custody & Control of Zimbrick Buick/GMC since Friday April 18th. The Officer question [redacted] along with the service technician who had driven our vehicle on April 22nd. Both employees that the police officer questioned denied being in any kind of an accident with our vehicle.

After Officer Glaum questioned the two employees of Zimbrick, he called me & I talked to him around 12:30 that afternoon and told me of his findings. He also asked if we had any damage to our vehicle. I stated we purchased the used vehicle from Zimbrick in December 2013 and that there were some minor scratches etc… but that I would have to look at the vehicle to see if the damage the officer was referencing to was new damage or existing. I told the office that my husband was going to Zimbrick after work ( 3:45pm) to pick up a loaner car from them because the last conversation on Monday my husband had with [redacted] was that they were going to tear apart & replace the transmission. Officer Glaum said he would meet my husband there at that time to look at the car to see if the damage was on the vehicle prior to taking it to Zimbrick for the transmission repair work.

That same day [redacted] the service manager calls and leaves my husband [redacted] a voice message around 12:30-12:45 – but my husband did not get the message until he left work at 3:00 - [redacted] at Zimbrick is now stating there is nothing wrong with the transmission ? but yet the day before they were going to tear it apart ? My husband called me & told me about the voice message. I left work early 3:15 so I could also meet with the police office and my husband to look at the vehicle. When I get to the dealership around 3:45/4:00 – My husband tells me that there is NEW damage to the vehicle - the car has scrapes on back driver side bumper & wheel well of the same color paint of the car that was allegedly hit by our vehicle in the hit and run accident that occurred on the on ramp to wb hwy 12 from rimrock road on April 22nd.

We go into the dealership with the police Officer and ask to meet with [redacted] the General Manager of store, he is gone for the day and so was [redacted] the Service manager that we have been talking to since the vehicle was taken to that location………………Coincidence or Convenient ????

We talked to a [redacted] (from the financial area) who is the person who is next in charge.

I let [redacted] know that the vehicle has been in the Care, Custody & Control of Zimbrick since April 16th

Officer Glaum tells [redacted] that our vehicle is the suspect vehicle in a hit and run that occurred while our vehicle was in there care I mention to [redacted] that I had talked to [redacted] that morning and what he had all told me.

The officer re-questioned the technician who drove the car – He confesses to hitting the other vehicle while down by Rimrock road (where accident was reported occurred)

[redacted] from Zimbrick stated that they will pay for our body damage & the other vehicle damage

The technician is getting some kind of ticket according to the policy officer.

My husband Mike and I both state we do not have any faith or trust in any workers at this establishment & want the car transported to Zimbrick in Sun Prairie WI to have them look at the transmission.

I also ask [redacted] for the service records from the time they had our vehicle April 18t until April 23rd she went to print them off when she came back into the room and stated there were no records of any kind that she could find ??????Desired Settlement: I feel an explanation from the Dealership is in order along with an apology to my husband and I for the inconvenience we had been put through for the 3 weeks that Zimbrick had our vehicle .

I am so disappointed in the lack of customer service from this business.

Business

Response:

Regarding a complaint from [redacted]:

1. We have taken full responsibility for what happened.

2. A long time technician for us was not aware that he had slightly side swiped a vehicle as he was test driving it.

3. We have paid for the damage to the Haefner's vehicle, we paid for the towing charges from our dealership to a dealership that they requested the work be completed, we have paid for a loaner car to be used.

4. The damage totalled $834 and the bill is paid.

5. Again, we have taken responsibility and apologize for the Haefner's inconvenience.

Thanks,

Review: On the evening of October 7th,2013, we had our VW cabrio towed to Zimbrick Volkswagen in Madison,Wisconsin and we signed an agreement for an hour of diagnostics to find out what was wrong with the vehicle.At mid morning, Tuesday,October 8th,2013, the service advisor called me and said they needed more time, as they had not figured out the problem yet. At that point, we were talking around 450- 500 dollars.I told the advisor at the dealership, that if they could get the car running for that amount (450-500 dollars), I would be happy to pay that amount. Late Tuesday just before the shop closed, the advisor called me and said they still didn't know what was wrong and that someone else was working on it and they would see if they could test with a different part the following morning.I heard nothing until late Wednesday afternoon, when I got a call and was told the car was done and the cost was over 900 dollars. What a shock. We went back and forth on the phone, as to why so much all of a sudden when the amount discussed was 450- 500 dollars.I stated that I had only approved up to 500 dollars to get the car running, but the service advisor said it needed certain parts and the install cost was 3 labor hrs, etc.My contention is that if I would have been told the car needed spark plugs, which I could have done myself and an ignition control module(10-min repair), I would have paid for the 1-hr diagnostic fee and towed the car home.The service advisor admitted that the reason it took so long to find the problem was because one of the new parts they installed was bad, hence all the extra time.My wife needed the car to get to go and from work, so we ended up paying their price.Another issue is that when I drove the car, the horn didn't work.It worked before we took it in.Their claim is that they "didn't work anywhere near the horn components".My wife and I feel very misled and distrusting of the Zimbrick Dealership. We found it useless to try to work this out with them and feel our onlyDesired Settlement: recourse is to write a complaint to you and hope there is something you are able to do.We have no confidence in Zimbrick VW repair shop and are not willing to take our car back there, but we would like the bill reduced to the 450-500 dollars that we originally agreed upon.

Business

Response:

It came in

for a no start issue. I explained the 1 hour diag (115) to look at the car.

After that we had a small list of things we would need to do to start. There

was a chance it would fix the entire issue. So I quoted 500 for a series of

items. (spark plugs, wires, diag) well after that the technician came back to

me and told me it was not running quite yet. I told the technician to

find out what is wrong and then tell me. When the car started and ran I asked

what it actually needed to be fixed. The technician has 12 hours diag (mostly

because we had a bad part out of the boc), spark plugs, wires, and ignition

coil in to make it work. So I called the customer and told him. To get the car

working we need more than before. We have many hours of Diag but I can only

charge you for 1. I also have spark plugs and wires but I do need an additional

part and labor to put it in. Total price 900 if you want the car running. He

said it should only be 450. So I explained the extra part and labor needed and

explained how I am only charging him 1 hour of diag not the 12 we ended

up with. We also gave him a 10% coupon for keeping the car so long. We did

offer to him that we will remove all the parts and charge only the one hour of

labor we had talked about as diagnosing. Or take the ignition coil price off

the bill and take it off the car to get us in that 450-500 dollar range. Both

options would make the car not start but we offered it. He declined both

options and paid the bill for the full $900 amount.

Consumer

Response:

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 received the responses from you and the dealership, and I am not surprised. Let me clarify the points he is bringing up.