Zimbrick at Fish Hatchery Road

Tim B in sales and Kyle in finance were great. Best car buying experience I ever had. Nice work! Best car buying experience I ever had. Nice work! More

I loved how clean the dealership looked before even meeting anyone. First impression was great meeting anyone. First impression was great More

Very efficient and fast everything was done in a timely matter.. Thank you will be bringing my vehicle back matter.. Thank you will be bringing my vehicle back More

James was absolutely great to work with! He took the time to explain each feature of our new purchase. We will be back! to explain each feature of our new purchase. We will be back! More

Purchased a new car with James. Had a great experience choosing and picking which car I wanted. James is very knowledgeable, patient, and kind. James is your man! choosing and picking which car I wanted. James is very knowledgeable, patient, and kind. James is your man! More

My family and I received quick, helpful, and very good and important information as we purchased a brand new car with James. and important information as we purchased a brand new car with James. More

Discriminatory practices here. Wouldn’t sell me a vehicle because I wasn’t from Wisconsin. Wow. Is the even legal? It’s a stretch for sure. Was told it’s due to short supply. Why does that matt vehicle because I wasn’t from Wisconsin. Wow. Is the even legal? It’s a stretch for sure. Was told it’s due to short supply. Why does that matter? Was told it was policy. Yes but is it legal policy? Was told we can sell to whoever we want to. That’s a very interesting statement. Questioning the ethics here. More

My Hyundai Sonata has two recalls, which led to me having to work with Zimbrick West and I've had the worst experience with their service advisors and customer service team. One of my recalls was officially to work with Zimbrick West and I've had the worst experience with their service advisors and customer service team. One of my recalls was officially listed as a service option on their website so I was able to sign up for an appointment online without issue (except when I was told on the phone a couple days later that their online system allowed me to sign up for a timeslot I was not supposed to be able to so I had to choose another appointment time nearly 2 weeks further). But my other recall was fairly new, it didn't go into affect until August 2021 and I was trying to get my broken trunk latch fixed at the start of October 2021 (because apparently Hyundai likes to use cheap materials for their Sonata trunk latch and not provide an option to access the trunk from the back seat). So when I called Zimbrick West and was rerouted to their Service Advisor Doug, I was only ever met with his voicemail and didn't get contacted until days after. Which would be fine, but I explicitly asked when I could talk to a representative and the person(s) who rerouted me told me otherwise. Finally I am able to speak with a customer service rep named Steve (Doug did not call me back until a day or two after I had already got in contact with someone). Steve was rude, unknowledgable and continued to interrupt me to mansplain to me how misleading the internet is. I tried explaining to him that there is a Hyundai recall for my currently broken trunk latch. He told me that he was not able to find that as a listed recall (understandable), so I explained to him that it was a newer recall which is perhaps why he was unable to find it. He continues to interrupt me saying that I was wrong in which I responded that there was an official article posted on the recall, legitimizing the recall. He then proceeded to interrupt me to tell me that the internet is filled with a lot of online forums that say incorrect information. In which I responded that I saw this article on Kelly Blue Book, not some random forum page. He continued to not believe me saying that he would have the latest information on his end if that were true. Only for him to a second later say that he was able to confirm on his end that the recall is indeed real. He then proceeded to repeat everything I had already told him as if I didn't already know. He then said something along the lines of "This is the first time I've heard of this recall (CLEARLY). It's good we had this conversation so I will know for next time a customer calls about this". Okay? Sure, you're welcome but an apology will suffice, Steve. And this isn't even the worst part of the interaction. I am trying to get information on how I address the broken trunk latch option and Steve basically tells me that because there is no remedy determined for the recall, that there is nothing they or I can do. Because all of my emergency items are in my inaccessible trunk, I ask him what my options for next steps are. He gives me nothing. I ask if I can, when I am scheduled to come in to the dealership to address my other recall, ask the service providers if there is any update on the trunk recall. He says yes. He tells me that he will email Doug, the service advisor updating him of my situation so he is in the know. Then he calls me back to inform me that I needed to reschedule my recall appointment to two more weeks out because a glitch on their website. In this call, Steve is continuing to push onto me that there is nothing they can do about my broken trunk latch and that I just need to wait until a remedy is established. So I'm confused about how a company can be okay with such a large safety hazard with no attempts to address it so I ask how I will be notified and they expect me to just wait until the rest of the world is notified via mail. I then ask Steve if I can still ask the service advisors during my appointment that is 3 weeks away if there are any updates and he says no. So I ask him if he is still sending an email to Doug and he also says no. Proceeds to tell me that the only thing I can do is call the national office so he gives me the number for the national office and concludes the call. The kicker is that he even gave me the WRONG number. So I finally get connected with the national office and they tell me that the official remedy isn't out yet, but each dealership should be able to order the parts and fix it. The only downside is that because the remedy isn't out, it will cost money and I need to 1) have the dealership do a inspection to diagnose the problem 2) keep the receipts to be reimbursed in the future when the remedy does come out. They told me to call back and the national office will escalate my case if the local dealership does not help. So I called Zimbrick West again to inform them of this and they tell me otherwise. And this is either Steve again, or Doug this time. I can't remember whom exactly, but it was definitely one of them. He tells me that they can't even look at my problem until the remedy comes out. So I can't even try to get my trunk fixed elsewhere because they refuse to even look at my trunk. I call back National right before I am scheduled to go in to address my other recall, told them about my issues with the local branch, and they told me that if I go in and they refuse to help me, I should call back because all they need is for me to have stepped into a local branch in order to escalate the issue and move forward with action steps. So I go into Zimbrick West and was help by the Service Advisor Keisha (I could have her name wrong here) and my experience with her was the complete OPPOSITE of Steve and Doug. I was blown away. She was efficient and kind, so I asked her about my broken trunk latch. Gave her the recall number the National office gave me, and she was able to input it and order the parts. It was that easy. I asked her how long I can anticipate for the parts to come in and she said 2 weeks. So now, here we are, 7 weeks later with no updates and a broken trunk latch with all of my safety equipment locked in my trunk with Winter right around the corner. And I call their office to get in touch with a service advisor and I am met with a voicemail again. At this point, I wish I would have gotten a "no" at the dealership for my trunk latch so I could have escalated my issue to the National office because perhaps then things would actually get done. More