This is the letter I have submitted to carmax. This has all the details of the ripoff I went through. This obviously has not yet been resolved.
"On July 21st I came to your dealership with the intention of purchasing a car. I had a 2005 Ford Focus as a trade in. I chose to purchase the 2003 Mazda Tribute, In proceeding with financing, someone in your financing department called the automated system at Ford and received a quote of $9,981.00, which was relayed to me as $10,031.43. Added amount was explained to me as CARMAX pro-rates to make sure the full amount is paid. So, we rolled the negative equity of $1,531.43 to the financing for the Mazda. The whole experience was not that pleasant, as it took almost 6 hours from start to finish. Carl*, the financer that worked with me, got up and left every five minutes, and would be gone for 15-20 minutes at a time. John Smith, my salesperson was great! I signed the contract and all the forms based on the payoff quote I was given, and happily left with my Mazda.
I received a call from Joe at Carmax on August 8th,3 weeks later, stating Ford returned their payoff check because it was the wrong amount. They had called Ford and received an entirely different quote then the first time they called. He said I needed to call Ford and find out what was going on. I immediately called Ford and spoke to Jessica, who quoted my pay off amount as $13,950.00. I also called the automated system to see if it had different information. It was the same, $13,950.00. Someone in your store made a mistake in retrieving the quote.
At 3:30pm on August 8th, I met with Carl to go over the issue. Again, the experience was grueling, because he was constantly leaving me to sit for 20 minutes at a time while I sat and worried about losing the Mazda. He said I had to give the Mazda back or be refinanced with the new amount with the raised negative equity. When I asked why it was my fault, why I had to pay for a mistake Carmax made three weeks ago, his first response was that contracts were not his area of expertise. When I requested someone to come down and explain it to me, he decided he could answer me, and said it was my agreement with Ford therefore I am responsible. I could not afford the financing offered with the higher amount, and was told I had no choice but to take my car back.
Carl brought me out to my car. When he handed me my keys, the alarm remote was missing, and I told him so. He argued with me that there never was an alarm. After much insistence he checked again. Yet another 20-minute absence. He finally came back and told me it was taken out. He did say to make an appointment for another to be installed at Carmax's expense. Also missing from my Focus were the license plate frames, the owner's manual, and the rear license plate.
Because of a mistake made by your store, I have also had to incur a late fee on the car payment to Ford that was due on July 22nd. Three weeks later another payment was due, so I was forced to defer a payment, which resulted in $40.60 in fees. And who knows what damage you have done to my credit. This whole ordeal has cost me a great deal of time and money trying to recover all of what you have misplaced. Not to mention the emotional and mental stress, and humiliation of showing off a new car that I was so excited about, only to have to tell people you took it back. That's something I can't even put a price on. This situation has been unacceptable, and the entire matter is being carefully looked into.
Carl guaranteed me reimbursement for the following
License plates $X. Xx
Owner's Manual $X. Xx
Car alarm (Replacement system equal to/or better than) $XXX. Xx
I am also requesting at a minimum, reimbursement for:
License Plate Frames $X. Xx
Fees for late payment/deferment $40.60
The thing that most confuses me, is that your Finance Department didn't verify the payoff amount before issuing a check to Ford Motor Credit. The fact that it took 3 weeks for you to realize the error that was made, on your part, shows me that your staff and corporate practices are not up to the standards required to provide the type of service that your customers expect and deserve.
The lack of attention to detail, and professionalism of your employees, leads me to question the integrity of your dealership. The best advertisement is that of 'by word of mouth'. I work for a major corporation in the Irvine area, not to mention family and friends, and unfortunately, this experience does not lend itself to the recommendation of your dealership to future new and used car buyers.
Thank you for your immediate attention to this matter, and I look forward to hearing from you in the immediate future.
Keep in mind this is my letter to Carmax. This whole situation has been unbelievable. Even with the vehicle Purchase agreement I signed. I should not be responsible. The actual amount they quoted was $9981. And the estimated amount was $10,341.00. That is what I signed on.
*All names have been changed.
Nicole
aliso viejo, California
U.S.A.
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