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Gina of Yuba City, CO September 30, 2008

Gina of Yuba City CO (09/30/08)
I purchased a 2001 BMW 325i on September 10, 2008. Out of the 19 days that I have owned the car, it has been in the Carmax Service Center for 17 days. On the day that I purchased the vehicle, September 10, there was a problem with the heater, so they kept the car for six days. They said that the heater was fixed, but that some pin for the door had to be ordered, and that took 6 days. I picked up the car on Tuesday, Sept16. I took the car in for the second time on Friday, September 19, because it was leaking some kind of fluid. When I called on Sept. 18 and mentioned the problem, I was told that it was due to condensation from running the air conditioner.

I disagreed and called to talk to someone else in the service department,Pat, who said to bring it in to have it checked. The coolant indicator kept lighting up on the dashboard as I was driving the car down for the appointment. After checking out the car, they said that the windhshield wiper fluid container was cracked and the radiator cap needed to be replaced. They replaced these things, and I drove home. The coolant light came on again, and I called the service center. They wanted me to bring it back on Monday. I told Lonnie that this was ridiculous, and I took it to a mechanic in town. He told me that it had a blown head gasket and that's why the coolant indicator kept coming on. He also told me that the car had been hit from behind and on the driver's side, something that was not mentioned to me.

The AutoCheck printout that I was given did not mention anything about accidents. In fact, the information in the report was quite vague. I took it back that same day and asked Ken Miller how could they miss a blown head gasket? I was told it was due to human error. I was also told that if I didn't want the car, they would sell it to someone else.

From Sept. 22 to the present, I am still waiting for my car. I was told by David that my car would be taken to a BMW dealership, because the Carmax Service Center did not have the right tools. Then I was told that they have a certified BMW mechanic after all, on their night shift, and that he would be the one to fix it right there at the Carmax Service Center.

The car is not worth the 11,998 sticker price, taking into consideration that the car was in at least two accidents which were never revealed to me by Carmax or AutoCheck. I am recently divorced and this is the first car I have purchased by myself. If it wasn't for the mechanic that I chose to take a look at my car, I would have unknowingly drove off the lot with a blown head gasket along with other defects that should have been repaired by Carmax without me having to do their job for them.

Don of Miami, FL September 11, 2008

Don of Miami FL (09/11/08)
My friend and I both bought cars at Carmax within a few weeks of each other. I got a 2006 Saab, he got a 2005 Mazda 3. Both cars were missing the owner's manual and any other original documentation. We both bought extended warranties from Carmax costing almost 2000.00 each. My friends Mazda died because the Belt Tensioner failed which caused a chain reaction of all belts being snapped and therefore the car not drivable. This happened at 3am so garage and towing options were limited.

After calling the extended warrantee number we found they were closed for the weekend and had no direction on what to do. We had the car towed to a garage and asked them to start the work on the car over the weekend. After finally reaching the warrantee people we were told that nothing would be covered under the warrantee because the Mazda was still under factory warrantee! We called Mazda and it did in fact stil have a factory warrantee in place. However, in order for Mazda to cover the problem Mazda Roadside assist had to do the towing and take it to the dealership. Arrangements were then made to tow the car from the current garage to the dealer by Mazda. When all was ready to go the garage said that they were done with the repairs already, therefore, nothing was left for Mazda to do.

Now Mazda will not reimburse my friend for the 800.00 repair and towing and neither will the extended warrantee people. He had two full warrantees for the vehicle and both were useless at the time because f the misinformation given by Carmax at the time of the sale.

After some checking I found that my Saab also had a factory warrantee good for about 2 more years! We called the local Carmax Sales Manager and asked why were both sold warrantees when they surely were aware that these cars had factory warrantees. I got some crazy explanation that seemed like a canned script. After my rebutle the response was that is interesting. He explained that the warrantee can be cancelled before 90 days for a fee.

I have to assume the following from both my experience and my friend's. 1) Carmax purposely removes the owner's manual from their cars so that any current warrantee info is not noticed. 2) Carmax sells extended warrantees to customers fully knowing that many cars on their lot still have factory warrantees. Be aware! if you buy from Carmax take the time to call a local dealer for that model and understand if there is an existing warrantee.

A total of 800.00 was spent and is non refundable because of Carmax's business practices of not explaining warrantee information properly and not providing owners manuals.

Jessica of Overland Park, KS August 18, 2008

Jessica of Overland Park KS (08/18/08)
May 22, 2008: Went to CarMax and purchased 2004 Chevy TrailBlazer from showroom. Traded in 2006 Chrysler 300 for 12,000 toward purchase price. TrailBlazer has a flat tire within a week of purchase. We fill the tire 3 times and call CarMax to make an appointment to get it fixed. There is no answer, so I leave a message. After 4 days the call is not returned, so I have to call back and request an appointment again. June 6, 2008: Speedometer on TrailBlazer malfunctions and is completely upside-down, but still moving. When getting my son out of the back seat, I notice that the rubber lining on the passenger side back door is falling completely off. A woman from the business office calls and asks if I sent in the insurance information to get my registration and tags. I told her it had been sent, and she responded that it was probably in the pile. I asked if perhaps they should check the pile before calling customers about it, and she hung up on me. Took car to Service Department to have the tire, speedometer, and door liner repaired. Spoke to manager about all of the issues, who offered an apology and justification for their errors. Given a loaner car after waiting almost 2 hours. Was called and told that the speedometer was a wiring issue and they needed or order a new instrument panel, and it would be several days. Picked the car up, got it home, and noticed that the tire was still flat. At this point, I noticed that there was an unusual amount of rust on the underside of the TrailBlazer on the frame, wheel wells, and even inside the car on the pedals. I called back and told them that they did not address everything they were supposed to, and that I also wanted them to look at the rust. June 23, 2008: Took the TrailBlazer back to the service department. After waiting for 2 hours was told that they patched the tire, but hadn't looked at the rust yet. After waiting longer, the service advisor came out and told me that there was a very large amount of rust under the vehicle, and that the driveshaft was rusted out and it needed extensive repair. Received a phone call after exchanging several on the 23rd and we went in and met with a manager to complain and talk about where we needed to go. Were given three options: let them repair the TrailBlazer and us keep it; let them buy the TrailBlazer from us for its diminished Kelley Blue Book Value, or swap the TrailBlazer for another CarMax car of similar price. We decided to get another CarMax car to avoid losing several thousand dollars. Picked out a 2004 Cadillac SRX for 13,998, plus the 48-month warranty. Signed all of the papers freeing us from the TrailBlazer and tying us to the SRX. Approximately 3 weeks after purchasing the SRX, the passenger front turn signal stops working. Additionally, the plastic casing for the airbag on the back passenger side is falling off, and the brakes squeal when coming to a stop. I call and request a service appointment, and take the car in to have it diagnosed. I am told that I will receive a phone call the following day and that the part would be in the day after. I never received a return phone call, and had to call several times the following week to even find out if the part was in. After getting into contact with the service department, we schedule an appointment that I am unable to make because my husband is called into work unexpectedly. We schedule another appointment for August 20 at 10am, and then reschedule for an earlier time (8am). On 8/15/08 at 7:40am, I bring the SRX to the CarMax service center and sign the papers to have it repaired. Was told 1.5-2 hour wait. After sitting in the waiting room for approximately 15 minutes, my service advisor Tim comes and tells me there is a problem. I am informed that the service technician crashed my car into a steel pole in the garage as he was pulling it in. I am taken to the garage to observe the damage. I am given a loaner that I am to return with a full tank of gas and return home. I contact a lawyer (Mark Beam) and am told that it is reasonable to ask for a full refund of the purchase price (which, after removing financing and the warranty, is 12,000), as well as for them to allow me to use their loaner vehicle to travel to Memphis as planned and return it to the Memphis CarMax, or for them to cover the rental of a similar vehicle. I call CarMax and request to speak to the General Manager, but am redirected to the Service Manager's extension. I call at approximately 11am, but there is no answer. I call the service department and there is also no answer, so my husband, toddler, and I drive to CarMax to speak with someone directly. Tim, the service advisor, claims that there are no managers in the entire building for me to talk to. He takes me back to the car so that I can take pictures of the damage. While we are in the garage, he brings me a service supervisor to talk to, to whom I explained the situation. He and Tim told me that they would have a manager contact me on Monday. While I am in the garage with Tim, my husband observes a different sales advisor (Dameon) driving a customer's car in reverse at high speeds through the parking lot with no regard for safety, other cars, or pedestrians. Our request involves 3 options for CarMax to choose from which we think are certainly fair. We are not looking to profit from this situation, and are not looking to go to court. Option 1: Refund the full purchase price and first month's payment, cancel the warranty and lien. This equates to 12,131.03 (the value of our initial trade-in and the first month's car payment). Additionally, we request that CarMax provide a loaner vehicle for us to drive to Memphis and drop off at the Memphis CarMax that is of comparable size and fuel economy to the Cadillac SRX. Option 2: Refund the full purchase price and first month's payment, cancel the warranty and lien. This equates to 12,131.03 (the value of our initial trade-in and the first month's car payment). Additionally, we request that CarMax cover the cost of a rental car through the agency of our choice of a vehicle for us to drive to Memphis that is of comparable size and fuel economy to the Cadillac SRX. If CarMax chooses this option, a quote will be provided in a timely manner. Option 3: Repair the Cadillac and make an arrangement for CarMax in Memphis to refund the full purchase price and first month's payment, cancel the warranty and lien. This equates to 12,131.03 (the value of our initial trade-in and the first month's car payment).

Brenda of South Lake Tahoe, CA August 8, 2008

Brenda of South Lake Tahoe CA (08/08/08)
THIS IS THE LETTER I WROTE TO CAR MAX TODAY, LETS SEE!

Per our conversation today August 8, 2008, you advised me that CarMax could not work on the 2003 Mercedes under my extended warranty #7136234880 , because you Lonnie advised me Mercedes has special tools and car max does not have them to work on the car? I wish I was told that the first time I drove two hours to get the car there, and then again for the second repair. Why do you sell extended warranties on a car you dont have the tools to repair?

The 2003 Mercedes has been at Car Max in Roseville twice with the same problem, one in June 2008 and then again last week? I picked up the Mercedes on Monday August 4, 2008 for the second repair in Roseville for the same problem in June. I got halfway home after picking up the supposedly repaired car, and the car stalled and the check engine light came on again, same problem and I was almost hit in the rear by another car! Today I was told to take the car to Mercedes and a full refund would be issued by check today to Candice Rogers for the last two visits to the Roseville car Max and Car Max would pay for the repair at Mercedes under the extended policy.

Now I have a car I cant drive and will now have to rent a car because Car Max sold me a car and an extended warranty for a car CarMax does not have the tools to work on? Does not make sense. I will be taking the car to Mercedes in Reno, and I cant get in till Monday August 11, thats there soonest appointment, and will send the bill for the repairs and car rental bill to CarMax for reimbursement in full.

Im a very unsatisfied customer and wont recommend Car Max for anyone who buys a Mercedes.

Meredith of Richmond, VA July 8, 2008

Meredith of Richmond VA (07/08/08)
I had a 2003 Hyundai Tiburon GT transferred to Carmax in Midlothian VA, from Greensboro, NC. The car came in on a Saturday, I was told it would be ready for me to come in and purchase, and that while I was going through the paper work, the necessary conditioning would be done. I finished the paper work, and was promptly informed by my consultant that he couldn't release the car to me because it was not tagged for sale yet. The conditioning had not been done, and the person in charge of that responsibility was not in that day, and wouldn't be until the following week.

After 2 hours, Carmax got someone in to flag the car for sale (which I appreciated immensely). I then went out to see my car, and found that the whole front driverside quarter panel was covered in white paint flecks, and there was evidence of a deep gouge down on of the doors that had been painted over. Badly. I was upset that I was paying 14,000 sticker for a car that had obviously been painted (badly, twice), and then I went and tried to use my remote keyless entry to take it for a test drive. Surprise! It didn't work.

The head of Carmax service and my consultant were great in getting me an appointment to have the car reconditioned and the wiring fixed. I took delivery of the car since I didn't have one and needed to work. Three days later, my airbag light came on. I called in, and Carmax said they would take care of everything.

Unfortunately (or maybe fortunately in this case), at the light in front of the dealership on my way to take my car in, a pickup truck ran the light and t-boned me, totalling the car 8 days after purchase. When buying another car, I looked up that particular car's VIN, and found that it had been reported in a major, front end collision. Carmax NEVER should have even thought of selling the car. One of my airbags didn't deploy de to the faulty wiring on the drivers side (the side my key fob didn' work on).

When an insurance adjuster came to look at and appraise my totalled car, he found the evidence of the previous accident, and the insurance company initially refused to pay what I had paid because of the damage Carmax Greensboro had failed to take into consideration. Carmax Midlothian however was relatively easy to work with, and my consultant was great and really helped me get things done on a difficult day.

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