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August 2023 by Adam B.
This last service experience was as nothing I've ever experienced at a dealer. They had us run to multiple local parts stores to get parts only to not tell us everything they needed. Nobody told us about this so we're without a vehicle for another entire day. I'm not sure why they didn't just order everything they needed (or what we didn't bring them that we had to get), but it was frustrating. We finally had to tell them to just order what they needed so we could just get it done with. I'd recommend a local mechanic, not a dealer chain. They at least gave us a bit of a discount, but I probably still wouldn't be a return customer.
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June 2023 by Kari N.
The service depart will go the extra mile to make sure you are good and want you to be comfortable while waiting for your vehicle. I recently brought my car in for repair over my lunch break. I did not expect it to take as long as it did. I was starving and getting directions on where I could go get something to eat when the wonderful customer service guy Jeff helped me get something to eat and came to my rescue. This is the kind of stuff that makes you want to come back to Zimbrick service department. Thanks again Jeff!!
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May 2023 by Robert Z.
I am a huge fan of customer service. Was advised recall service would be 2 hours when making appointment. Brought car in and was advised would need for entire day. Living in Sauk City that presented a logistical problem. Was provided with a complimentary loaner due to miscommunication. Kudos to Samantha Styler,service advisor in that regard.
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January 2023 by Justin Etnyre
I swung in tonight as my car was going into a mode where it was not accelerating like normal. Of course it was after service closed. I was hours from home so a salesperson whose name I did not catch helped me and gave me some advice to help me stay on the road. He could have easily told me that there was nothing he could do to help me but instead he showed empathy and went above and beyond.
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December 2022 by Alexandra N.
Where do I even begin..... every time I go into this place, they surprise me with a new level of incompetence.
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December 2022 by Carolyn N.
Salesman Brad was amiable, understanding and accommodating throughout the purchase process. The one thing that bothered me was that I'd asked at the start whether they were selling vehicles above MSRP; Brad told me no, that they aren't that type of business. Then, during final price negotiations, they added on a $2000 "diamond coating" and warrantee that I told them I didn't want. The response was that I had to agree to it or they would not sell me the car. They reduced the cost by $300 but it felt deceitful and I wasn't happy about paying more than I expected. They tried to justify the added cost by pulling up the same model on another dealer's website with an $8k markup above MSRP, which I understand, but at least that is fully disclosed before paperwork begins.
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December 2021 by Kimberly V.
This is an update to my experience with Zimbrick West. On 12/3, I called Zimbrick with a last attempt to get an update on receiving parts to fix my trunk latch, after 7 weeks of radio silence on their end--5 weeks past when my parts were supposed to come in. I was redirected to a Service Advisor and was met with their voicemail once again. So following that, I write an honest review on multiple sites. No call back for my call attempts but 1 business day later (with a weekend in between), the Service Director responds to my review on SureCritic with plans to call me the next day after reviewing my case. The next day, he calls me. Notifies me that they are able to pick up my car, have the trunk latch fixed, and return it fixed--all done that following day. He assured that he spoke to the representatives I worked with and I should be able to anticipate better service should I decide/need to go back. I left this last interaction feeling satisfied. But, I am choosing a 4-star review because I can't help but think about how I could have been traveling through yet another holiday season with a unaccessible trunk and snow concerns on top of that, if it hadn't been for external review systems. I would have preferred encountering at least half of this level of service to begin with, but Zimbrick did good by me in rectifying my previous concerns.
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March 2021 by KayoShi T.
This place sucks, don't go there! u don't wanna get rip off. Services is over price and when you call them why you still having issues with your car after their service. They blame you for not addressing the issue to them, like wtf! I told your front desk guy! Don't try to cover your ass now...Smh this place is a joke
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February 2021 by Joyce G.
Update time:1. I'll post a video and/or quotes + receipts to show how prices diverge with no real itemization nor explanation. 1b. A simple repair was quoted for $4xx. Returned to get it done & the new price was $6xx close to $700. Talk to Kyle, the service manager after he reached out when in receipt of my corporate survey... We agreed to $506.xx plus tax. Arrived MLK weekend after my appointment had to be pushed up from MLK Monday to the FRIDAY before.I was then quoted near $700 at the counter when we've had this 506 in the system on the account. 2. Cut to... today, Feb. 9th and I get the call the service issue is resolved with an update (put a pin in this), air filter needed soon and we can complete your mirror for $464. Me: that includes everything? Part, labor and paint? Him: YesMe: May I have that emailed? May I pay?Him: sure when you come in. You can pay then. He has to call back to cover another issue. During the 2nd call I ask to pay again.Him: oh, you can just pay when you pick it up.Me: I thought you had to order the part and this needs prepaying due to the paint?Him: Yes. Me: okay I can give you the card number over the phone and get the process started. Him: oh! Well, I haven't closed out the ticket.We agree he'll close it out and call me back. Y'all, he calls back & that's when I am explicit of wanting to pay via phone because I'm not going to pick up my car just to return it once the part comes in and sit around hoping to catch "Rona. I'll pay today. Keep the loaner and avoid making inefficient trips. I was told he'd call back. I asked why? Is there an issue of taking the card? I'm told customers are ahead and he'll call right back. Welp... Kyle called. The service manager leaves specific message that the loaner has to come back and I'll take my car and just wait for the part to come in then return for the install. He understands all I say yet the actions remain unchanged and only focused on getting the loaner back. Now. Today. My contract isn't up and it's weird that any shop is like who cares what our contract says or that you're getting more work done...just get out that loaner and no loaner for you (think Soup Nazi).
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January 2020 by David Luz
They give a good service and have a waiting area with sodas and popcorn cookie bars that raise your wait very enjoyable????
