Updated by user Oct 30, 2019
Not surprisingly, I have received nothing from Zimbrick Honda in the way of an apology. If nothing else, they have proven what I wanted to articulate in my original post: They do whatever necessary to present themselves as customer-friendly and professional -- their local reputation -- but without doing anything to earn it.
Check out some of the Yelp and Google reviews of Zimbrick Honda - many of them are quite damning. The owner of this business should be ashamed.
Original review Sep 30, 2019
In July, 2019, I received a coupon from Zimbrick Honda listing different services available for my 2013 Honda CR-V, purchased from Zimbrick Saab in 2017. I made an appointment for an oil change and tire rotation. After waiting more than an hour, I was informed that the work was nearly complete, but that my front brakes were 'in the red' and 'should I go ahead and put in the order for that?' I was stunned by the presumptuous attitude of this person - not my service adviser, who was 'out to lunch' - but decided that since I'd had the vehicle for two years, I probably should have them done. I then waited another 45 minutes before this separate job was complete. That same day, I heard a loud metallic scraping noise when driving the car at low speed. The earliest I could return was Saturday morning, three days later. I was told by John Bridgeman, the original service adviser, that they probably would not be able to take care of the problem since they had a skeleton crew. I said that was fine, but I did have to work all weekend and they could call, text, or email me when it was done. I never got a message from anyone all weekend or the following Monday. I phoned Monday afternoon and later received a call from someone completely different to say that the car was ready for pick-up. The next morning - 6:30 a.m to be exact -- Mr. Bridgeman phoned my home number, shouting at me down the line that 'I CALLED you Saturday afternoon to let you know about your car and when I came in today I find it sitting here with the keys still in it.' I reminded this obnoxious man that I had been working all weekend and that NO ONE had left me any sort of message about my vehicle or what was wrong with it -- a mistake their mechanic made that was then repaired. More than two months later, I am still stunned by the appalling manner in which I was treated by this dealership's service department. I am going to take a guess that the in-between survey sent to me by Honda didn't go over well? If you don't want feedback, then don't ask for it. I doubt very much that this adviser would have dared pull a stunt like this with one of your MALE customers. I recently had a minor problem with my other Honda vehicle, but went to another local mechanic as I refuse to visit Zimbrick again after what happened there. How stupid of you... You've lost potentially tens of thousands of dollars as it's highly unlikely I will ever purchase another Honda from you again. A simple apology would have made so much difference, but I never got that either. It's time others in the area realized that this dealership is not as benevolent or as professional as they want everyone to believe and the poor quality of work speaks for itself. More than being just disgusted, I am incredibly disappointed, as Zimbrick has such a good reputation for service -- service that *I* did not receive.