Zimbrick at Fish Hatchery Road

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

If you're in the market for a new or used vehicle make sure to visit Any Zimbrick! Our last two vehicle purchases were an excellent experience (Zimbrick Used on Fish Hatchery Road) with James Skolaski & M sure to visit Any Zimbrick! Our last two vehicle purchases were an excellent experience (Zimbrick Used on Fish Hatchery Road) with James Skolaski & Mini of Madison! More

We had a great experience buying a 2022 Hyundai Santa Fe. Our sales consultant was extremely understanding of what we wanted and explained this features in understanding detail Our sales consultant was extremely understanding of what we wanted and explained this features in understanding detail More

Great service, Robert was so nice, easy going, and very helpful! He was always accessible and waiting for us. Despite it being busy on a Saturday many people asked us if we needed assistance, the experienc helpful! He was always accessible and waiting for us. Despite it being busy on a Saturday many people asked us if we needed assistance, the experience was customer service at its best! More

Over the years we have purchased a number of cars from Zimbrick. We worked with James Skolaski. We have always had a good relationship. We feel he is working with us to get the car we need and the pric Zimbrick. We worked with James Skolaski. We have always had a good relationship. We feel he is working with us to get the car we need and the price we could afford. Glenn Smeaton More

Chris got me into a 2017 HR-V and a 2019 CR-V and was helpful and respectful during the whole process! I saw him first as a person with my first job post grad, and was given the same amount of attention helpful and respectful during the whole process! I saw him first as a person with my first job post grad, and was given the same amount of attention and appreciation as someone with a much larger budget. Would shop here for any and all of my cars! More

My husband and I have honestly had many horrible experiences with dealerships, we absolutely dread when we need to deal with any dealership... that is - until working Zimbrick and James Skolaski. Fr experiences with dealerships, we absolutely dread when we need to deal with any dealership... that is - until working Zimbrick and James Skolaski. From the very moment we contacted Zimbrick to look at a vehicle we were interested in - we have had excellent and amazing service. The buying experience with Zimbrick = WOW - (30 min in dealership to buy a car?) - it's just totally unheard of - we are used to spending the ENTIRE day at a dealership when buying OR leasing but James made it super easy and handled most of the details through email. Honestly, James IS the best car salesperson we have ever dealt with. Now let's talk about the warranty service! We are used to some sort of "problem" when you need any kind of warranty service... NOT with Zimbrick! When we needed service under the warranty we received, we were taken care of well above and beyond any of our expectations. We live one hour away - and when we got to the dealership to drop off our vehicle for the warranty work, we were given a nice loaner car AND full tank of gas!! We were in and out of there in 5-10 minutes and they told us they would call us with updates on our vehicle! They fixed the problems that were covered under warranty without ANY hassle. Zimbrick has honestly amazed us! They will ALWAYS be our car dealer of choice AND someone we HIGHLY recommend to everyone we know. Thank you so so much for showing us what the "car buying experience" should look like because we will not go ANYWHERE else in the future. If you are in the market for a vehicle do NOT hesitate to buy from Zimbrick... and ask for James Skolaski - he will take excellent care of you! :) More

The dealership was very clean, with readily accessible staff who dedicated helped me purchase my car. There "No Pressure" approach to sales took the fervor out of the sale process. My salesman was readily staff who dedicated helped me purchase my car. There "No Pressure" approach to sales took the fervor out of the sale process. My salesman was readily available through the process, addressing any concerns or questions I had. More