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Carmax

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Karl of Cumming, GA February 3, 2009

Karl of Cumming GA (02/03/09)
Two months after we purchased a used 2001 Volkswagen Beetle GLS TDI from CarMax, at 16,394.86, including an extended warranty program, after CarMax assured us that it never was involved in an accident. Unfortunately, the car caught fire, while we were driving it to Tampa, FL to visit a family member, having surgery in Sarasota, FL. Other motorists on I-75 alerted us that the car was on fire and to pull of the highway. Thanks to them, we got out of the burning car just in time, and we watched helplessly while the car burned to the ground, before the fire engine arrived. A detailed incident report was submitted to Volkswagen of America, as well as to Progressive Insurance and CarMax to determine what caused the fire, as we had no indication that there was any trouble with this car, while we were driving.

Since Progressive Insurance covers only 10,500, I requested from CarMax the remaining balance of the purchase price, as we had this car for less than 60 days. In addition, I now suspect that this vehicle was previously involved in an accident, upon looking at it on January 14th, at the yard where the vehicle is presently stored.

Neither CarMax, nor VW of America responded to our request for inspection of the vehicle, nor to our request for reimbursement for the difference of the original sales price and insurance payment of 10,500.

Heather of Jacksonville Beach, FL January 6, 2009

Heather of Jacksonville Beach FL (01/06/09)
I purchased a 2005 Chevy Trailblazer from CarMax in December 2008. Within 3 days of having the vehicle the check engine light comes on along with a tighten fuel cap message. Check engine light still on after the fuel cap is tightened. I call CarMax and they tell me to bring the vehicle in so they can reset the computer. One day later the check engine light comes on again. I again call CarMax and am advised to bring the vehicle back in.

They hook up my truck to a computer and find out it has something to do with the emissions. They turn the check engine light off and replace the fuel cap thinking it is either broken or needs replacing. The light comes on yet again and again I'm off to CarMax. They replace the filler neck (attachment to the gas tank) and turn the check engine light off. Within two days the light comes on again. I am livid at this point and tell them to keep the truck until it is fixed or give me a new truck. They keep my truck over the weekend and give me a loaner vehicle. They call me and tell me they FINALLY figured out what was wrong with the truck (something about a switch near the engine)....OK, like I know what they are talking about.

They said they have some bad news though! While my vehicle was parked in their parking lot waiting for me to pick it up a NAPA auto parts driver backed into my truck causing minor damage to the tailight, paint, bumper and quarter panel. At this point my boyfriend and I know the vehicle is cursed and I spoke with John (Operations Manager) about getting another vehicle because I was over the Trailblazer. John agreed and I came in to look at something else. I decided on a 2005 Dodge Durango. CarMax in Jacksonville, FL didn't have one I liked so Lea (Office Manager) told me they could transfer another Durango from the Florida district to the CarMax in Jacksonville, FL at no extra charge! I found one I liked in Sanford, FL and the transfer was done.

I received a call the nexr day from Lea saying I could come and get my new truck! I test drove it and loved it and was on my way...or so I thought. Less than a week after getting my Durango the brakes started squeaking. I called CarMax and they told me to bring the truck in. I did and they gave me another loaner and told me they would call me when they figured out what was wrong. I got a phone call a couple hours later saying the rotors and brakes had to be re surfaced (which they did) and the truck was ready for pick up. Not even half way home the brakes started squeaking again! I couldn't believe it!

Then the next day as I was coming home from running errands I came to a 4 way stop and out of no where the truck stalled (after my boyfriend filled it up with gas)! I called Carmax and they told me to bring it in...AGAIN! I did and they said the truck stalling was possibly due to gunk build up (which they cleaned). I now have to go to CarMax yet again and have them fix what they were supposed to fix last week! I am so over CarMax and their [bad] way of fixing vehicles.

Lost time and money from work, energy, gas, unwanted mileage on my truck, inconvenience having to get loaner car after loaner car, having to go back to CarMax for the same problems over and over again

Nina of Fort Worth, TX January 4, 2009

Nina of Fort Worth TX (01/04/09)
I purchase my vehicle in May of 2008, and from day 1 it has had several problems. Within the seven (7) days of purchase, I attempted to get some commitment from the dealership in taking the vehicle back, as stated in their marketing commercials. However, they avoided my calls, toss me from person to person with promises of getting back to me. I couldnt camp out, because I have a job, but I continue to call them with little response from CarMax. The return calls I did receive from them, they patronized me, and one manager told me that how would I know something was wrong with my vehicle I was not a mechanic. I am driving the vehicle and even my three  year has said, our car is sick and smokes a lot. I was devastated, the seven (7) days were up, and I remember just crying.

I have two (2) girls, I'm working to keep us together, financially supporting all of us, and a car I am paying for that needs major vehicle repair. The vehicle had a thirty (30) day warranty on the vehicle, and major brake and oil leak problems. However, again attempting to get someone to speak with me and work with resolving my now vehicle problems was exhausting. I was told by CarMax that I could no longer speak with any member in the sale department or manager, only directed to the car service department. There, the staff was verbally abusive, they were argumentative and I have not been able to get any type of guarantee in standing behind the industry integrity in fixing my car.

I called their consumer relations department and they responded once, however, the manager there refuses to call me back. I have NEVER purchased a pre-own vehicle, however I felt this was my only option. I now have a large debt to pay on a broken down vehicle I cannot drive because of safety reasons. My vehicle STOP at a stand still in the middle of a interstate highway with my three year in the back seat. I was, we were both terrify, there was no time to move to the shoulder. Vehicles in all directions were honking and blowing their horns, justifiably. We survived that nightmare, but the vehicle is broken down.

Now, I find myself very depress and ill from this I have no way to get back and forth, especially to work to pay on my broken down vehicle. Ive missed work alot and calling CARMAX again is depressing, terrifying and exhausting. Each time, it's another argument, they have perfected this whole scam of taking advantage of people like me who have no other options.

Susan of Inman, SC November 22, 2008

Susan of Inman SC (11/22/08)
On November 2, 2008, I purchased a used car from Carmax. Before I committed to the purchase, I was told by the salesman, Dennis Strine, that the tires had 40,000 miles of use remaining. When I had two independent professionals check out the car, they said the tires had about one month of use remaining.

When I took the car back to Carmax on November 21, within the 30-day Limited Warranty period, service Manager Chris Anderson said there was nothing he could do to compensate for the salesman's misinformation. He estimated a new set of tires would cost approximately 700. I asked him if he would compensate me a few hundred (50%) for what I'll need to pay within the next month. He said no.

The Carmax salesman blatantly lied (because I questioned him at the time since it didn't look like 40,000 miles remaining). When I purchased the car I was led to believe I wouldn't have to spend 700 on tires for at least another two years instead of within 30 days. Service manager Chris Anderson was unapologetic.

A new set of tires will cost 700 and that doesn't include installation.

Holly of Annapolis, MD October 16, 2008

Holly of Annapolis MD (10/16/08)
I purchased my used 2001 Volvo XC70 certified car from Carmax in Rockville, MD. they were going to fix two problems and never did. Now it is breaking down constantly; each time I take it to the local dealer, I spend more money to get the same repairs repeatedly done. It does not always go into gear, the ignition sticks, it jerks during driving, I buy good gas, gas treatment, etc. I bought this thinking it was a good investment car and I would not have to spend on repairs; I am in credit card Hades debt due to car repair costs. HELP.

Dealer ignores my pleas to handle recalls and fix without a fee; Do I cut my losses and trade? I have spent almost 4000 just this summer. I have spent a small fortune trying to keep this car on the road. I am extremely stressed and do not have the funds necessary to continue driving this lemon. I think this is dangerous; as a mother, I do not feel safe taking my children in this car.

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