Zimbrick Hyundai Eastside Service Center 5433 Wayne Terrace, Madison, WI 53718

"I took delivery on a new Hyundai Palisade in January 2023 from Zimbrick Hyundai East. Quite frankly, every interaction I have had with the service department at this particular dealership has been a disaster. Zimbrick dealerships normally do a spectacular job with both sales and service, so the interaction with this particular dealership has left me really confused and disappointed. I'd like to say it was a single isolated incident that has left me feeling this way, but it has been a culmination of a number of bad experiences that have occurred in less than a year's time. Basically, issues began immediately after vehicle delivery. There was a paint defect on the vehicle before I even got it off the lot. To the salesperson's credit, he pointed it out and said the dealership would address it and make it good. This wasn't the dealership's fault, and I was grateful to the salesperson for pointing it out. They stated they would call me shortly with a time I could bring it in to get it fixed. They never called. I followed up not only over the phone but in person at the dealership multiple times attempting to get it scheduled, but all I got was 'the runaround'. One day I called and talked to a service rep and he basically said I would need to 'get in line' and make an appointment. I'm like, I have been trying to get this done for a while now and I thought you guys were 'on it'? The service rep was like 'well that's the way it is'. I was upset and soon got a call back from the service manager at that time and he explained the situation to me. Apparently, it was an internal budgeting struggle between sales/service as to who would foot the bill for the defect. He was apologetic and customer focused and after speaking with him I could understand how things had transpired badly. The appointment was then made, and the work was finally performed. Nevertheless, not a good first impression. Months later, I then made an appointment for an oil change and tire rotation and also scheduled a separate appointment for a Hyundai recall. After the oil change, I was told by the service rep that the tires had not been rotated. I was puzzled as to why this was not done, especially since I wouldn't be back for scheduled service for a while, and that the service schedule for this particular vehicle recommends that the tires be rotated every 8000 miles. I then left the dealership, after never receiving any paperwork from the rep as to what services were actually performed. I later talked to the new service manager and he was also very accommodating and apologetic and said just bring it in at your convenience and we will take care of the tire rotation for you. I figured I would just do the rotation same time as the upcoming recall appointment. Fast forward to the scheduled recall appointment. Called to confirm the appointment and was told they didn't have me down for an appointment! I was like what!? I set up a separate appointment for this recall like you wanted me to! I then talked to a service representative, and she said from their records they had done the fix for the recall back at the time of the oil change and must not have told me. Then she said they also did the tire rotation at that same appointment. I'm like well the service rep said they didn't rotate the tires, and the service manager said to bring it in to get the tire rotation done. Now I'm like, I don't know what services were done to my vehicle or what services were not done. I then call the dealership back at their service number listed on their website. 3 times I call; 3 times I get thrown into people's voicemails. Finally, I get a hold of someone. Just the 'cherry on the top' for me. I'm upset, and quite frankly rude, and she throws me 'over the edge' by telling me 'I'm being rude', and that she 'is not going to transfer me'. I'm like are you kidding me? This is how you handle upset customers? At this point I have determined that I am permanently done with Zimbrick Eastside Hyundai. I simply don’t need the frustration."

"Service manage never returned my after I left 3 messages and my wife left one, over the course of a couple weeks. We won’t be bring my car anymore doubt we be buying our next car here either if this is the service they provide. To bad there sales team was awesome. the service department is who you have to deal with for the rest of the time you own the car and blatantly ignore your calls and not returning them is not ok"

"Came in for an oil change, ended up making a friend and the tech working on my car pointed out an issue I didn't know about (it was an easy fix, a hose clamp came loose) so I told him not to worry and I would fix it when I got home. He however insisted that he would take care of it for me and assured me it was no issue for him. Overall, friendly staff that does what they can to treat you right and I will gladly continue getting service done here."

"The service I had was to check for a moisture issue in the back brake lens cover. We took a picture for proof of it after noticing moisture following a car wash. My whole experience with the service dept, from scheduling to completion, was outstanding. Every employee I encountered during our visit was knowledgeable, friendly, and kind-to the point that I really felt like my business mattered. My car was tested, and retested so that they could assure me the issue was fixed, and then my car was washed. Additionally, not only thru my own experience, but also thru observations of others as I was waiting, the service dept employees seem to work very well together to get the jobs done, which makes for an overall great experience. The waiting area was clean and comfortable. I am willing to drive further than necessary to have my car serviced at Zimbrick Eastside, b/c of the service and experiences I have had there. I'd recommend them to anyone."

"Great job with my car as far as I can tell. It’s awesome that they washed it for me and everything! And my consultant showed me how to reset my hatchback door. One problem - I was waiting for over 90 minutes. Made me late to my next meeting. Next time maybe I’ll drop off instead of wait."