ComplaintsforZimbrick, Inc.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my vehicle in after scheduling an appointment for an issue I'd had with the engine misfiring. When I initially took it in, they let me know what they thought the issue was, along with some other services my vehicle needed. I spent about $2000 on repairs. I picked the car up a day or two later, and when I attempted to drive off, the engine misfired and the car died about 50 ft up the road from the dealership. I was able to get the car restarted, and back to the dealership. They checked the car back in and had it again for a few days. They then diagnosed the car as needing a replacement catalytic converter, but told me they'd recommend taking the car to a different place to be repaired. I thought that was a little odd, but figured they were trying to save me a little money. Well, the place they recommended has never gotten back to me and I now need to take the vehicle to another shop to have them confirm the diagnosis and repair the vehicle.I find it extremely poor service to not ensure they had fixed the vehicle the first-time around. The fact that I drove the car away, and before I even was out of sight of the dealership and the car died paired with the fact that the mileage was the same when I checked it in vs checked it out means they didn't even test drive the car. Rather they thought they knew the issue and it would be a simple fix, so they found everything else possible to charge me for and then didn't fix the initial problem. This has resulted in almost a month without my vehicle being drivable as after they had it, the vehicle is in worse condition than when I took it to them.Even ******* themselves wouldn't do anything for me, despite still being within the warranty I was told when I purchased the car. I have all of the documents from my initial purchase, along with all of the receipts from service.Exceedingly poor experience, and I will be taking my future car business elsewhere and letting others know this experience.

  Business response

  09/25/2024

  Here is my response for ***** ****** from Service Manager ***** *******:
  
  Hello Mr. **************** can certainly apologize for the experience that has transpired. I am sorry that the vehicle is not running properly. In reviewing the repair order, ******, the vehicle came in with six concerns:
  cylinder 1 and 4 misfiring. The *** light will come on when it happens but will reset when you shut it off. Sometimes the *** light will flash but again will reset when you shut the vehicle off.
  Courtesy loaner vehicle
  A recall for anti-theft software
  A multi-point inspection
  A campaign for an ABS fuse replacement
  A campaign for underbody coating
  The vehicle came in on 8/19/2024 about 10am. The advisor contacted Mr ****** on 8/19/2024 about 2pm with a quote on ignition coils for cylinder #3 based on diagnosis. In addition, the campaign for the fuse was not in stock and ordered for the next day. During our inspection, done by our shop *******, he recommended several items per the multi-point inspection. The estimate was approved by Mr ******. At this time,the vehicle has ****** miles and Mr. ****** is not the original owner. The vehicles approved repairs were completed and customer notified on 8/20/24 At the time of the release, there was not light on the dash. Unfortunately, the vehicle returned immediately after the customer picked up the car on  8/20 stating the car only got up to 25mph and the car lost all power and died. The *** light came on and it was brought back into service.
  
  New repair order ******. Shop ******* went through diagnosis and found the catalytic converter is causing the lack of power. Recommending to replace the converter at an expense of $1500.The vehicle does not have warranty for part #*****-2E130 catalytic converter assembly.  Based on the history we have with this vehicle, the last time we inspected the vehicle was 3/29/2018 with ****** miles. What we see in service is that a converter typically gets clogged with debris or oil. Not having a good history on file limits what has been happening to the converter over time. During routine oil changes, we often document oil level. If oil level is decreasing between oil changes, we will inspect for leaks. If no leaks are found, then recommending fuel and oil cleaner is preventative maintenance we recommend. In addition to replacing the converter, an engine that is consuming oil will experience decrease fuel mileage and performance. The advisor reviewed options with Mr ****** which included going with the *** part.After discussing this repair an alternative was given as a secondary option to be less expensive. Customer declined repairs.
  
  As Mr ****** stated,contacting ******* to provide assistance was declined.  Our advisor had also contacted his ******* CPO coverage and they declined as well. As of today,I submitted a PA request and was able to get the part approved under goodwill. 

  Customer response

  10/04/2024

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

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These people were supposed to help me get paper work for a car I purchased that they had perviously auctioned off. meaning the business they sold this car to got this 2017 mini ****** clubman without the correct paperwork. I called them to get this paperwork because I can't register this car in my name if they don't get me this paperwork. I paid ****** dollars just to have this car sit in my driveway waiting to be driven. zimbrick ****** me over and they ****** twins auto mall over for not having the correct paperwork to sell or auction off this car in the first place.

  Business response

  09/10/2024

  Vehicle was traded in, in ********* and Zimbrick collected appropriate forms for vehicle to be registered in WI.  Vehicle was then sold at auction to another dealership which then sold to individual logging complaint.  Zimbrick did not sell vehicle to individual bringing complaint.  Selling dealership didnt have appropriate documentation to sell to someone in ****, this was an error on selling dealership part, not Zimbrick.  We have been trying to assist auction in securing appropriate documentation but have not been able to at time of complaint.  ******************** issue should be with selling dealership, not Zimbrick.  *********************** uncouth, misplaced allegations doesnt encourage additional effort to solve registration issue not caused by Zimbrick.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new ********************************* March of 2023 with 500 miles on it, and through my first month of ownership I had to take the car into service for electrical problems. Every month after that (when the car was in my possession) the same fails would happen. Each and every electrical issue was documented with video and photos and immediately sent to my service coordinator at *****. Every time ***** had my vehicle, theyd keep it for weeks and even months at a time and replaced multiple parts. I drive long distances daily with my children and its why I bought my first NEW car, to avoid any electrical or mechanical issues, and safety became a concern when the electrical system /entertajnment system would go completely blank and my GPS would disconnect in the middle of nowhere. I expressed concerns to ***** and kept trusting the problems were solved every time Id pick it up. This last time was the 5th time the car had electrical issues, well past the 3 required for a car to be considered a Lemon, so I made the lemon law report with the *** and *****. The *** assured me my case is 100% a lemon because of the amount of issues Ive had with this car. Its been about 2 month since I sent off the lemon law complaint and ***** called me (very rude every time) from corporate and said theyll see and decide if theyll buy the car back or not, then Im hearing from my dealership that corporate wants me to pick the car up. Im not willing to drive the car anymore as I dont feel safe driving the car anymore and was willing to buy another ***** from them, but am no longer willing to after the way corporate is treating me. Ive brought 3 new customers to them, and as a teacher and parent am sharing my experiences with everyone because its horrible to invest so much and be treated this way when I was sold a lemon. I do not feel safe in this car and no longer feel safe with ***** customer service. The dealership was fine, corporate is being a nightmare

  Business response

  03/19/2024

  From our Service Director and Sales Director:

  Sales Director:  The car delivery and experience was great. After a couple of months customer had some technology issues with Apple Car Play as it was going in and out. Travels about hour to work. So when she is driving it will sometimes turn off making difficult to reboot and hook back up for directions.
  
  Brought it into Service. Was unable to duplicate.
  Happened a couple more times.
  
  Opened a Ticket with ****** They sent out a tech.
  Replaced the head unit with a new updated radio sensor???
  
  *** drove the vehicle for the last couple weeks to test it out.Nothing has happened during his drives.
  
  Customer does like ********************* and *****************. She has her issue with ***** contact. Said he was not polite.
  Mentioned the BBB to **** She ultimately wants ***** to buy her car back. Walk away from her loan.
  She had roughly $10k of negative equity on December 6th.ACV was $25k and Payoff was $37,800. 

  Service Director:  The car had a problem that AHM identified very late in the repair process and repairs are complete.
  They supplied an audio component that corrected the problem because parts in new part inventory would also have this issue and would not have corrected her concern.
  She owes us $53.30 in unpaid tolls, and has been in out loaner vehicle since the last repair order closed on December 23rd.
  I contacted AHM on Friday, March 15, 2024 5:20 PM for an update and was planning on getting the loaner vehicle returned this week (until the BBB request came in).
  I called her on Saturday 12/23 to challenge her on her CSE comments as they seemed directed at *********************.  She replaced by e-mail on 12/28 with her clarification.  All of that is below.
  There is not safety issue with the car.  There never has been. 
  ***************** has gone severely out of his way to try and help us with the situation.   
  Below are more details backing up this summary.
  
  RO ****** 03/13/2023 ***** miles 2 days
  CUSTOMER STATES RIGHT SIDE OF INSTRUMENT CLUSTER GOES DARK RANDOMLY.
  VEHICLE HAS TO SHUT OFF AND TURNED BACK ON FOR IT TO DISPLAY PROPERLY WHEN THIS OCCURS.
  Could not verify at this time Test drove multiple times and no problem found at this time
  
  RO ****** 05/25/2023 ***** miles 49 days
  CUSTOMER STATES WARNING MESSAGES ABOUT PHONE NOT CONNECTED DISPLAYS ON DASH,
  SCREEN BLACKS OUT AND LOCK UP, HEAT CHANGED FROM HOT TO COLD.
  THIS ALL HAPPENS AT THE SAME TIME. TENDS TO HAPPEN WITH ***** MINUTES.
  OWNER USES CARPLAY WHENEVER CAR IS IN USE. USES HAND FREE CAR PLAY.
  SEE HISTORY-HAS MULTIPLE LOSS OF FUNCTION WITH CENTER TOUCH SCREEN SHUTTING OFF-USING CARPLAY.
  CAR NAVIGATION, CENTER SCREEN WAS MAKING SELECTIONS ON IT'S OWN-
  ALSO HAD INSTRUMENT PANEL OFF ONCE-LIKE REBOOTS EACH SYSTEM-SEE HISTORY-CALL TECHLINE
  Could not verify concern at this time.
  Contacted techline and forwarded them a video of it occurring.
  Techline recommended Audio unit replacement.
  Replaced the audio unit 010B5 .7
  reference number 4598897
  
  RO ****** 08/16/2023 ****** miles 33 days
  CUSTOMER STATES STILL EXPERIENCING NUMEROUS TIMES WHEN TOUCHSCREEN BLACKS OUT AND WILL NOT RESUME FUNCTIONING
  EVEN WITH VEHICLE SHUT OFF AND RESTART-SEE HISTORY-NEED TECHLINE CONTACT-
  ***** AIRDROPPED VIDEOS TO ADVISOR SHOWING OCCURRENCES
  Attempted to duplicate concerns over numerous test drives and could not verify any concerns occurring at this time.
  Technician, advisor and service director drove with and without phone connected to system and found no issue at this time including several longer drives.
  Checked system and found previously failed OTA update that would not complete under normal OTA attempt with multiple attempts.
  Per ***** was able to complete OTA update using HDS laptop connected to vehicle and now shows no pending or incomplete OTA updates.
  ***** recommends customer to monitor to see if concerns reoccur in future.
  
  RO ****** 12/20/2023 ****** miles 98 days
  CUSTOMER STATES ***** CONTINUES TO HAVE ISSUES WITH DISPLAY PANEL AND UNABLE TO USE NAVIGATION AND OTHER ISSUES-
  HAS CONTACTED AHM AND WAS INSTRUCTED TO DROP OFF HERE WITH POSSIBLE ***** ZONE TECH ASSIGNED TO CORRECT-
  ADVISOR WILL AIRDROP ANY RECENT VIDEOS FROM ***** AT CHECK-IN-AHM CASE#********
  Could not verify concern at this time. Diagnosed with AMH zone tech and was recommended to replace the
  GPS antenna, multipurpose camera, and milliwave radar unit.Completed per recommendations.
  Rechecked ok STRAIGHT TIME DIAGNOSIS AND REPAIR PER DPSM AUTH 394610
  
  RO ****** 12/27/2023 ****** miles 7 days
  CUSTOMER STATES SINCE LAST REPAIR VISIT THERE HAVE BEEN SEVERAL OCCASIONS WHERE THE VEHICLE SHOWS A CALL IN PROGRESS
  THAT CAN NOT BE HUNG UP EVEN THOUGHT THERE WAS NO CALL PLACED AND ANOTHER OCCASION WHERE THE ***** COMPLETED
  A CARPLAY BLUETOOTH PHONE CALL AND THE TOUCHSCREEN FROZE WITH THAT CALL PRESENT ON THE SCREEN FOR AT LEAST 10 MINUTES
  AFTER THE CALL HUNG UP AND WAS UNABLE TO USE THE TOUCHSCREEN-
  ORDERED PART HERE-***** TECHNICAL SPECIALIST WILL BE HERE TO MEET WITH ***** AND OVERSEE WORK-REFER TO ********** CHECK-IN
  Replaced the Audio unit per AHM. Rechecked ok at this time. Customer to monitor

  Customer response

  03/22/2024

  Better Business Bureau:
  
  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.
  
  All technical issues with my vehicle were documented with video. For me and my children it is a safety issue when the electrical system goes out or fails to work when Im using GPS. I contacted **** several times and showed the app (Illinois tollway) which i used to pay my tolls when traveling to St Judes children hospital in ******** for my child. I made sure to maintain contact with him about that when it happened and he assured me he would let me know if anything came in for me to pay, as when I put the tolls on my phone and paid them it didnt recognize the plates since it was from a dealership. I have the messages to back that up. 
  It surprised me to get such a response from ***** Madison considering Ive been very patient and communicative, and in less than a year it went in 5 times for service which merits a Lemon because I had the same issue more than 3 times. For me it is safety when I put that much money into a vehicle for solely safety purposes and needing GPS capabilities and it failed me multiple times. I had to pull over in the middle of nowhere every time (not to and from work only) and expressed that it caused severe stress on me to have to fix the vehicle in the middle of the night or in the middle of nowhere when the screen would go off. 
  Them having found the problem now is not certain. They said every single time that the problem was found and fixed, but it was never the case. I have time stamped videos and photos for each time that it happened. I have close to 30 videos and I sent each one to my service person. 
  the only reason this case got opened specifically toward Zimbrick is because ***** Corporate ignored my complaint so it was closed and I was directed by BBB to re open to the ***** I worked with to get a resolution. 
  I appreciate ******** and ***** support, they have been wonderful, but just them. 
  I cant stress this enough, the car was with me roughly 4 months the whole year. 5 **** For a brand new car, I dont feel safe in it anymore. It has been an awful experience and Im sure its just a problem with the car. I was more than willing to get a different vehicle, I just dont feel safe in that one anymore and would like ***** to buy it back. I had the windows tinted, had the handles wrapped, put a lot of love into the vehicle and was very excited to get it, but it failed me too many times and being alone with my kids, one being severely sick, I dont feel safe in it anymore. It turned out to be a lemon, and its very evident. Im not willing to experiment each time it seems to be fixed and I end up getting stuck somewhere with a frozen screen, blank screen, no GPS capabilities, and having to hold my phone the whole time while driving so I dont get stranded. 
  I understand the business aspect, but this is a valid safety concern for me and I just wish as humans you would acknowledge that and support me. Ive brought several customers to ***** because of how happy I was with their service and attention and Im still being treated as if Im the one doing something wrong or if my claim is dumb or invalid. Bottom line, I dont feel safe in that car. I will go by to pay the tolls next week and talk to someone about this all as well, as this isnt right. I definitely had higher hopes with ***** through all of this disaster. 

  
  Regards,
  
  *****************************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped off my car at the body shop over two weeks ago. The following day, they told me parts would be ordered. As they have since confirmed in writing, they knew all along that the parts were back-ordered. I did not learn about this until checking in a few days ago. I am incurring daily rental car fees. The initial estimate was $2,200. They since adjusted that to $4,540, with parts, according to their estimate, being $2,775, paint supplies $259 and paint labor $401. Given the delay, I am asking to get my car back to have it repaired at another shop and they're charging me $3,306 just for reassembly. This makes no sense, given their original estimate and the fact that no parts and supplies were used. In fact, no work has been performed at all. This seems like straight extortion to keep my car at their shop. I would like to be reimbursed for the rental ($800 so far) and have my car returned intact or repaired in a timely fashion based on the original estimate.I can provide all email communications if necessary.

  Business response

  03/06/2024

  I just got off of the phone with the customer, and we had a really good conversation. We talked through all of the options available based on the back ordered part. I suggested that we paint the upper cover that we have, and install his existing lower cover with the light scuffs until the replacement arrives, and told him that we could cover the labor for swapping the new part when it arrived. We agreed on this, and are moving forward. - *********************** (Zimbrick Body Shop Director)

  Customer response

  03/06/2024

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

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Brought my car in dec. 21st and was told that it would be a 3 week wait. 3 weeks later they say its spark plugs. Called advisor back and gave him more info since its not turning over correct. He forgot he spoke to us when we called him out on it after not hearing back for 3-4 more weeks. He apologized and said hed have it brought right back in and looked at. Surprise surprise its almost two weeks later and still no word back. I have messaged them and called them with no response. Ive had to continue paying insurance and car payment while its in the shop (~****). Its way too expensive for them to keep my car and me keep ubering. I have time dates for all conversations had if needed.

  Business response

  02/19/2024

  There has been a lot of conversations with this customer, and we have been in contact with them as soon as last Thursday and again this morning.
  Some of the delay in moving forward was the customer being on vacation in ******* choosing to call us when  they get back, as well as some indecisions on the direction they wanted to go with repairs, and potentially choosing to tow it out of the dealership.
  The vehicle has since been diagnosed and will need a engine replacement. We are currently working with ******* for some warranty assistance, and will update the customer when we know more.
  The customer has been informed of this and is happy we are working with *******. They seem to be in a much better spot at this time.

  Customer response

  02/19/2024

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

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2020 ****** into Zimbrick ****** to get two recalls addressed. When I brought it in I asked if I could do an oil change/tire rotation. The employee told me a full inspection will be done, so I said I had an issue since buying the car new where the back drivers-side door doesnt lock, and the technician told me they would look at it with the inspection, then took pictures of my car and held out an ipad and told me to sign saying Im dropping off my car. When I got a text later from the dealership it had multiple maintenance things they said needed addressing with a video that was very rushed and blurry and impossible to hear, so I tried to call and talk to a technician about it all, but they didnt answer so I left a message. Later he called back and didnt have any explanations, and I specifically asked why the door lock wouldnt be covered when its clearly a manufacturer issue and he didnt answer any questions, just said it would not be covered and its $600, so I declined it. Later the technician called and told me it was ready, but didnt say anything else. When I went in to pick up the car, no one was there and I had to go searching for people, then I was given a total price that was $150 over what I was quoted and signed for. I was frustrated and asked why and showed them my quote and he said he didnt know and just kept telling me the price. I showed coupons and he said he couldnt use them and that he had one on already. They eventually said they added $100 for looking at the door, which I argued should have been covered in the free inspection and I wasnt told about this fee, all the technician said, thats the price. They didnt even explain the two recalls even when I asked 3 times. They had awful customer service, were very rude and impatient, and there were many hidden fees. I just went in for recalls and a $50 oil change, but was billed over $600. I feel taken advantage of because Im a young female.

  Business response

  09/29/2023

  We are not sure why this customer filed a ******************** complaint. All items addressed were explained in depth during the write up and she approved the inspection/diagnostic charge during the write up process.
  During the write-up process, the customer was on the phone and did not give us her full attention, but we were very clear about the diagnostic charge, and she signed and approved for it to be inspected.
  The signed approval on the repair order is attached. (page 3, Norman ** 1 attachment)
  
  When she arrived to pick up her vehicle our service consultant was sitting at his desk, so he was there when she arrived. The customer did come through the showroom area, and its possible she didnt see anyone in the showroom when she arrived, but the service team was there.
  While reviewing the invoice, she had some questions about the pricing. The service consultant went over the invoice line by line so she was aware of all the charges.
  
  Our service consultant had a very good experience with her when explaining the other recommendations as well. Customer approved $453.61 for repairs based on the video that was sent to her.
  The door lock issue is not covered under warranty as her vehicle is out of warranty by over ****** miles. Her vehicle was purchased out of state, so its possible she was not informed about the details of her warranty at the delivery time.
  
  All of the accusations that are listed below are inaccurate and certainly now how the situation went. We documented everything correctly and accurately, and she was well informed all the way through the process.
  We understand that she is frustrated about her door lock not being covered under warranty, but as I mentioned earlier her warranty has expired.

  Customer response

  09/30/2023

  Better Business Bureau:
  
  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.

  
    This business is completely changing the story to fit their narrative. Their response is dismissive and completely rude. I was never on the phone when talking to the consultant. I did however have my phone out to show them the messages I got on the two recalls to make sure they were both correct on their end. My full attention was to this service person and I said yes to everything he told me. When I signed the iPad it did not have a description of what I was signing, so when the tech held out the iPad he told me this was to verify I was dropping off my car. He was very dismissive and had awful customer service. All he told me about the inspection was that they would "take a look at everything". I was never told about the extra fee and was lied to about what I was signing for. When I came to the business to pick up my car I went through the service door, not the sales floor like he said. I looked around the offices and no one was there, all the desks were empty, so I went to the waiting room, which was also empty. I sat around for a minute and looked again into the service area and still no one was there, then I decided to walk to the sales floor to try to find some help, but I again could not find anyone, that is when I walked back and finally saw someone walking to a desk. This man that helped me check out was very rude and treated me like I was an idiot because I was asking why I was charged more. As for the manager saying he "read each charge line by line", when I asked what the difference was, he shrugged and then I pestered him more to find the $150 difference and he finally opened the paperwork and just said what they did to my car, which I already knew, the issue was that there was a price difference. Then he told me about the "inspection fee" (even though it's a free inspection) and when I said I don't agree with that he showed me the signature and I told him that's not what I was told I had to sign for and he just shrugged and asked me if I was paying with a card. This was some of the worst customer service I have ever seen. 

  If this is how they would like to treat customers, then I will happily relay that message every place I can. Saying you "don't know why I filed this complaint" shows you didn't even read why I was upset. Your techs were immature and had very poor customer service. They never addressed my concerns and were very dismissive and had awful communication skills; which I can see comes from their manager as you do not know how to talk to a customer respectfully. I brought up concerns that were not dealt with, which is why I brought it to the BBB.  All I wanted that day was some explanations, but I was consistently disregarded and disrespected.  
  
  Regards,
  
  ***********************

• Initial Complaint

  09/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Zimbrick Hynduai East repair shop has had my vehicle for over 66 days and has not repaired it due to a lack of qualified EV technicians. The one EV technician they have attempted to fix it once, failed, and then returned the car to us with 1% charge. Yesterday, after rude customer support from their service manager *****, I left a complaint regarding the service department on ****** Maps. The service department called me the next day and said they would not fix my vehicle (it's an electric vehicle at 1% charge) because I left the 1/5 star review on ****** maps. I even offered to take down the review if they would just fix the vehicle (again it's been over 66 days and I need a vehicle for work; they would not give us a loaner), but they refused to service the vehicle even if I took it down out of spite for the ****** review. Now I have to pay out of pocket to have the vehicle towed over 70 miles to a different ******* dealership to be repaired.

  Business response

  09/20/2023

  Long story, but he is not our customer.
  He lives in **** and his local dealer sent the vehicle up to us for repairs since they do not have a EV technician.
  Since the dealer sent us the vehicle, they have been our contact. Dealer was communicating with the customer.
  Our EV techs have been very busy.
  We have not had the vehicle for 66 days. The vehicle was checked in on 08/07/2023 and was picked up on 09/18/2023
  Certainly here for a long time,but we are booking appts. out approx. 7 weeks at this point.
  
  Customer called and was extremely rude to our service team, yelling, screaming, etc..
  We werent sure who it was at first as the car was written up in the dealer name that sent the car to us.
  We finally have had enough with getting yelled at that we chose to no longer work on his vehicle as he is not a Zimbrick customer.
  We called the dealer who brought us the car and explained to them the situation.
  They apologized over and over and commented that the customer has been extremely difficult to deal with at their location also and they were trying to shield him from us.
  We asked them to come get the car and they said they would not help this customer any longer either, and he is on his own to get his car picked up and repaired somewhere else.

  Customer response

  09/20/2023

  Better Business Bureau:
  
  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.
  
  We have not had the vehicle for 66 days. The vehicle was checked in on 08/07/2023 and was picked up on 09/18/2023

  Befoee those dates they had the vehicle from June 16 through July 23 (which I have paperwork for and have attached) and returned the vehicle in a broken state (wont charge) with 1% battery life. See attached paperwork.

  Customer called and was extremely rude to our service team, yelling, screaming, etc..

  This is a blatant lie. In point of fact the service department manager **** is extremely rude. I never yelled at anyone.

  We finally have had enough with getting yelled at that we chose to no longer work on his vehicle as he is not a Zimbrick customer. 
  

  This is also a lie. In their words they choose to stop working in the vehicle because we left a 1/5 star ****** review. Even after I offered to take it down they refused because we didnt ask you to leave a ****** review. I have an audio recording of the conversation where they said they were taking it down because of the ****** review.

  Regards,
  ***********************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In 2020, my Mother sent her Cadillac to Zimbrick for repair.LESS THAN 4k miles & 3 years later,the EXACT same code/issue happened again.It was repaired incorrectly back in 2020 based on TSB #************ from Cadillac stating the trans has to come out of the vehicle for inspection,as there is a failed seal that will trigger the code.That was NOT done.I reached out to Zimbrick to try and take this off my recently widowed mother's plate.I spoke with a helpful Service Writer, ***************He tried to help but it was out of warranty.I went in the next morning to speak with service Leader, *****************, who knew I was coming.He had the repair order and updated estimate,which detailed the EXACT same repair as 2020,not pulling the transmission.He stood by the initial repair. A car with the EXACT same issue, less than four thousand miles later, is proof of that mistake.The conversation QUICKLY became tense. Things like,Are you just here to tune me up, man! It was in 2020! Why don't you fix it yourself! were some of the answers I received from him while trying to discuss the situation.It ended with him saying,Are you just in here to get a free repair!? I replied asking, When did I ever say anything to you about money? I want the car fixed correctly. I came in here to hear your side and tell you guys that the initial repair was done wrong and the issue is back already, proving it was done incorrectly. At this point I don't trust Zimbrick to repair my Mother's vehicle correctly.I contacted another reputable shop and within 30 seconds of me describing the code and situation, the owner said,We'll likely have to pull the trans as the the seal on the input shaft is usually the culprit.How is it that an independent shop knows this answer IMMEDIATELY and a dealership doesn't and was about to incorrectly repair the vehicle, for a second time?**** Zimbrick was a well-respected businessman and I hate this had to happen at one of his establishments.The Zimbrick name always meant integrity to me

  Business response

  09/06/2023

  This customer is trying to be the hero for his mom and interfere on a interaction he knows nothing about. He came into my office looking for a fight/argument on a repair that was performed 3 years ago.
  His mom has serviced with us for close to 20 years and has been great, he found some paperwork on her car while he was in town visiting from *******, and didnt like the diagnosis and repair.
  He has been blowing us up with bad reviews everywhere he can..
  
  This was the last response that I posted to his review on reputation.com, and ****** has been using the same response on the other websites. I have also included the phone VM from his Mom apologizing for his actions.
  
  ******, first, this is not your vehicle and you were not part of either service visit, so your response is not warranted and not credible. I've dealt with your Mom for many many years on her Cadillac, and we have a great working relationship. You mention integrity, you are not showing your personal  integrity here by sending a poor survey on something you know nothing about. Second, if we "sold" your Mom the repair you think we should have 3 YEARS AGO, we would have been overselling her service and repairs that were not needed then, and are not needed now,There is no indication based on our diagnostics by a GM World Class technician that there is any torn seal inside the transmission. The transmission concern has an electrical part that has failed. Thats it, nothing else, no internal issues at all. Third, when we met in my office you are the one that came in all wound up about your apparent diagnosis off a service bulletin you read. I was defending my team from your accusations of improper diagnostics, You told me many times that you had your own shop and you know how to fix it, so I asked why dont you fix it at your shop then? Seems like a legit question. Also, if ******* wasnt able to give you what you wanted and you wanted to meet with me to yell at me,wouldnt I assume you wanted the repair performed for free? Again, you were not part of the original conversations with your Mom at the time of service, so your response is not credible. The others that read this need to know both sides of the story. *****************, Fixed Operations Director, Zimbrick Eastside Buick-GMC

  Customer response

  09/08/2023

  Better Business Bureau:
  
  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've attached additional info along with the original complaint again showing that the repair was done incorrectly and quoted to be repaired incorrectly again.

  As for this specific complaint, I've simply asked that **** apologize to my Mother AND acknowledge the repair was done incorrectly along with an apology to me, for his rude behavior that continues.

  It is quite concerning that a professional as a leader of a customer-facing team is acting so immature. If I were ***** and ***, I'd want to look into his behavior more holistically, to understand how may more "long-time customers" as he states, have been driven away due to his lack of integrity and professionalism.

   
  Kindest Regards,
  
  *****************************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to this car shop to get my car repaired properly around march 30 Im still facing the same issues and it made my car even worse excessively oil leaking

  Business response

  08/16/2023

  Good Morning,
  We repaired the customers vehicle March 28th and replaced a valve cover gasket for an engine oil leak. The repair was covered by the customers extended warranty, customer paid $100.00 deductible.
  Customer has not reached out to us since this visit to let us know she still has a fluid leak.
  
  According to Carfax, the customer has had her vehicle serviced 3 times since her visit with us in March at independent locations for oil changes, starting on March 30th 2023.
  It is very possible that her leak is related to one of these other repair facilities.
  I dont believe that we owe the customer a refund of her deductible at this time without the option of looking at her car to determine the cause of the current oil leak.
  Let me know if you have any additional questions,
  
  Thank you,
  
  
  03/30/2023 ******* ***************** Center
  Madison, WisconsinMadison, **
  Madison, Wisconsin608-241-1877
  ***********************
  4.2 / 5.0
  32 Verified Reviews Vehicle serviced
  06/26/2023 ******* ********************************* Center ***********
  ***********, WisconsinSun Prairie, **
  ***********, Wisconsin608-825-1511
  ********************************************************
  4.5 / 5.0
  26 Verified Reviews Vehicle serviced
  Oil and filter changed
  08/14/2023 ******* ********************* Change
  Madison, WisconsinMadison, **
  Madison, Wisconsin608-222-8858
  vioc.com
  4.4 / 5.0
  40 Verified Reviews
  103
  Customer Favorites Vehicle serviced
  Oil and filter changed
  Engine oil system flushed

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchases a $20,000 some truck from zimbrick, we had asked about some engine noise and they assured us that it was fine and that it was normal noise. And less than a month of having the 2015 yukon denali xl, it has a catastrophic malfunction causing it to be left useless, the crank shadt broke off and went through the engine out the oil pan (independent GMC diagnostic) and now I am left with a truck that is useless, and it needs a ****** replacement engine, and they refuse to help pay for even part of it, or anything with he viechle I have been working back and forth with the dealership as well as my financing agency, to no avail so I have turned to talk you you guys I hope somthing can be resolved.

  Business response

  08/10/2023

  The customer was concerned about a ticking noise.  We went out and listened to it and determined it was the same ticking all fuel injected 5.3l gm motors make.  We even started up another newer truck and had him listen to it, so he could see it was the same ticking.  The engine was very healthy and drove good when it left here.
  The technician inspection buyers guide showed they found no problems with the ***** at the time of inspection.
  The customer was offerered an extended warranty in the finance office and he declined a warranty.
  
  He did call after the motor broke, and we told him there was nothing we could do as the truck was sold as is.  If we remember right he had put a considerable amount of miles on it in a short period of time as well.  

  Customer response

  08/10/2023

  Better Business Bureau:
  
  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.
  
  The comments made about listen to a different viechle is false that did not happen. The employee said let me check with my boss or a co worker, and they just said "oh they all sound like that." I have 4 witnesses from the time of questioning. If required they are prepared to step forwards. This simply did not happen. There should be no need for a warranty if the viechle worked fine. As well as I did not put a bunch of miles on the viechle jsut normal wear to work and back. But the viechles couldn't even last 1 month of use before breaking.
  This is unprofessional, and unacceptable.

  
  Regards,
  
  *****************************

  Business response

  08/14/2023

  No further comments. Our story is accurate and we also have witnesses to the conversations.  Thank you!

  Customer response

  08/14/2023

  Better Business Bureau:
  
  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.
  
  This does not satisfy my request. This is ridiculous. It is obviously a broken viechle. This is childish and unprofessional, I am willing to negotiate to get this resolved. Say I cover 10% of total cost and zimbrick covers the rest that is acceptable to me. However this is just simply wrong. I still request a new engine and all repairs to be made.
  
  Regards,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩