Tom Smith | Page 2

Before we even purchased out Acadia AT4 our bad experience with Zimbrick East side started. We were in the market for a new Acadia AT4 in the fall of 2021. Zimbrick has one coming in on order that experience with Zimbrick East side started. We were in the market for a new Acadia AT4 in the fall of 2021. Zimbrick has one coming in on order that we liked after we had gone down there and test drove a similar model. We ended up putting money down on the new Acadia coming in and were never given a time of arrival (due to COVID which was understandable). We were just happy to have reserved one at this point, but the process quickly turned into some headaches and frustration as our Salesman was incredibly difficult to work with. Tom Smith would not return any of our calls or emails after he had made the sale with us. We had called multiple times with simple questions and would have our texts “read” with no response for days. After multiple runs in with no response I called the sales manager and expressed our concerns regarding the lack of communication and simple questions we had about the process of getting our Acadia. The Sales Manager listened and we felt like we had gotten somewhere with him until the end of the call when he said “ so do you want the car or not?” Sure left a sour taste in our mouth, but we proceeded on as we were given a new sales rep and we hoped this was just “one bad apple.” Jeff Schumann was by far one of the two best people we dealt with our entire experience. We were provided great service from him from the moment the hand over occurred through the purchase itself. We also dealt with Jeff Klade in the finance department who was great to work with, as well. No complaints there. While we were picking up our new car on a snowy Saturday in December, we were upsold on a protection plan from ECP called Auto Armor. At the time, it seemed to be a good investment on our newly purchased Acadia. The coating was applied before we even got to drive the Acadia for the first time. When we got home we noticed the AT4 badge on the rear deck lid was pretty crooked (issue #1) and there were a couple spots on the hood that seemed to be already peeling from the Auto Armor coat we had just put on in (issue #2). I texted Jeff and told him what we noticed and he told us to give the service department a call on the next Business Day as both of these issues at the time seemed like minor issues. We decided it was best to get these two issues fixed when we had our first oil change, as we do not plan to drive the car the entire winter and we lived an hour away. When I called to make the appointment (6-7 months after the purchase), I spoke to Coya Briggs and reminder her that the badge needed to be fixed along with the spots on the hood. Coya confirmed that we would have a badge and the spots would be addressed. My wife drove the hour drive to Zimbrick on our schedule appointment day to get the two issues resolved. Upon her arrival, the badge was not available as it had been “used on someone else” and the service representative that was supposed to look at the coating wasn’t in. So, she suggested that we make another appointment and they would call when the badge was in. She stated that these two issues would take a couple hours to complete. Once we got the call that the badge was in we made an appointment for a couple weeks later as we were on a summer vacation when they called. My wife took the morning off of work for the appointment and brought the car down. Like stated before, we were told these issues would take a couple of hours so that was our expectation. The badge was put on without a hassle. Sadly, my wife was informed by Garret Esse that after further review the coating could be fixed, but it would be a couple day max job. This didn’t work for us, as my wife was expected to continue to go back to work and how was she going to get home? They didn’t have a loaner car available for her use, so I would have had to make arrangements to leave work to drive an hour to pick her up. Obviously, this was less than ideal, and a third appointment was needed to fix our coating issue. Garret handed my wife a business card on the way out with his number highlighted and said to call when we were ready to make the appointment to fix the hood. When we called Garett to make the appointment we were put on hold a couple times, had to be called back a couple times, and finally were transferred to Kyle Dodge who was by far one of the rudest people we worked with this entire time. I told him my frustrations and he stated “I didn’t help you in the past so I can’t fix what occurred in the past.” At this point, I was floored by the service we had received and knew this final appointment would more than likely end in a nightmare and it did. Fast forward to the third appointment, they informed us they would need to look at the car again to see if they could fix it….even though they already told us at our second appointment that thy could. Kyle informed my wife that he already spoke to myself about this issue and that there was a good possibility they weren’t going to be able to fix it. After they looked at the car, they deemed it as bird and tree acid and they weren’t going to be able to fix it. Nor would the sales department consider this something that they would fix for us as the “charge was going to be too much for the sales department to eat..per Kyle Dodge.” MIND YOU…..we got the car in SNOWY DAY IN DECEMBER and drove it straight home and then it was stored for the winter (where we first noticed the spots.) We even mentioned our conversations with Jeff and the initial phone call to the service department the first business day after we drove the car off the lot. So now we are stuck dealing with ECP Auto Armor for a warranty on something we looked at as an investment to our car…..that ended up causing us a ton of headache and horrible customer service. The rude comments, the attitudes, the less than truthful communication between all parties at the dealership…overall a horrible experience. Unfortunately, we will never be doing business again with Zimbrick nor will either of our family members (our parents have bought multiple cars through Zimbrick). If you are looking for a dealership to provide excellent customer service through your entire process as a car owner…please do yourself a favor and look elsewhere…save yourself the nightmare we had to deal with More

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They really listen! Everyone we had contact with were all courteous and helpful. Purchasing process and response to concerns were dealt with quickly and effectively. A Everyone we had contact with were all courteous and helpful. Purchasing process and response to concerns were dealt with quickly and effectively. A1 Dealer in my book! Will recommend to others. More

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Install tonneau cover and repair carpet issue. Took care of me in a timely manner and met all of my needs. Treated me very fairly. of me in a timely manner and met all of my needs. Treated me very fairly. More

by terramussue Verified Customer Verified Customer

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Incredibly thoughtful and top notch customer service. Buying process was simple and easy while providing a competitive price point. I would wholeheartedly recommend Tom and his Zimbrick team. Buying process was simple and easy while providing a competitive price point. I would wholeheartedly recommend Tom and his Zimbrick team. More

by TKERR Verified Customer Verified Customer

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Both Jeff and Tom were very helpful and nice. We purchase during Covid -19 and they both were respectful of that. We would recommend this dealership to others. during Covid -19 and they both were respectful of that. We would recommend this dealership to others. More

by moods1995 Verified Customer Verified Customer

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Very friendly and courteous staff.Wide variety of vehicles in excellent condition. Very helpful in getting you financing with decent interest rates. We definitely would recommend Zimbrick to others. vehicles in excellent condition. Very helpful in getting you financing with decent interest rates. We definitely would recommend Zimbrick to others. More

by jaficken Verified Customer Verified Customer

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Always excellent service. Repairs are done with quality parts and a very fair price. I’ve been using Zimbrich Buick GMC for over 20 years and always had excellent service.They treat my family like their o parts and a very fair price. I’ve been using Zimbrich Buick GMC for over 20 years and always had excellent service.They treat my family like their own family. Highly recommend the folks at Zimbrick Buick GMC to service your truck, SUV or whatever You might drive. More

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I always get friendly reliable fast service. Everyone is friendly and courteous and if I have questions about something they answer them without making me feel stupid. Tom Smith is a wonderful s Everyone is friendly and courteous and if I have questions about something they answer them without making me feel stupid. Tom Smith is a wonderful sales person and has been a top salesman for a couple years I think. I trust him and when I go back to him with questions about how to do something in my vehicle he always takes the time to help me and says if you ever have any questions call me or stop in. His service does not end with the sale of the car. I have bought 2 vehicles from him. More

by nblockhi Verified Customer Verified Customer

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Top knotch As always very best service. Meeting or exceeding my expectations in every way. Most courteous people to take care of me, explaining everything in gre As always very best service. Meeting or exceeding my expectations in every way. Most courteous people to take care of me, explaining everything in great detail. A person could not ask for more, clean well organized business. More

by DICKDOWNER Verified Customer Verified Customer

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3rd Visit Everyone is very professional and accommodating. We have had 3 visits in less than 90 days of purchase of a 2017 Acadia. We are now waiting for a part Everyone is very professional and accommodating. We have had 3 visits in less than 90 days of purchase of a 2017 Acadia. We are now waiting for a part to arrive for another repair visit (7 days so far). The staff has been great. The only negative is that it takes up our time. More

by FLOWERSBYCC Verified Customer Verified Customer

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