June 14
Alex Kozdras, Service Manager
CarMax
8800 Freestate Drive
Laurel, Maryland 20723
Dear Mr. Kozdras:
My son, Amos, purchased his 1999, Mazda Mellinia on or about January 29th. Since that time his car has been returned to CarMax because the engine light remains on. As of today, June 14th, the problem still exists. This presents a major problem. As a result of the engine light being on, the car cannot pass Maryland's Emissions Inspection Test. The following is a list and time of service dates when the issue was supposed to be resolved.
Repair Order Date Service Employee
3:14 pm 2/22/06 Jason Finney
6:54 am 3/6/06 Jeff Gunn
6:52 am 5/4/06 Jeff Gunn
6:50 am 5/16/06 Jeff Gunn
As you can see, it is four occasions.in fact, the last time that Amos picked up his car, which was 5/24/06, the engine light came back on the same day. Amos will drop the car off again today and pick up a loaner car. Please do not release his car again until the engine light problem has been resolved. This test is required by the state and he cannot comply until you fix the problem.
Your customer service has been stellar in terms of how you have accommodated Amos. However, with regard to the resolution of this continuing problem, we are quite disappointed with the amount of times the car has been returned for the engine light issue.
If the repair is beyond your mechanic's ability to repair, we expect that you will provide Amos with a comparable vehicle. I found the following information on your web site under used cars. I would hope that this would apply in our current situation.
CarMax was designed to make buying a used car easy. We knew, for most people, buying a used car was usually a pretty bad experience. Our goal was to change that by listening to what consumers said they wanted. And what they wanted was for car shopping to be hassle-free. They wanted a good selection of vehicles to choose from. They wanted high-quality cars they can trust.
What Is A CarMax Certified Quality Used Vehicle?
"Lemon" may be the first thing you think about when you hear "used car." You know one of those cars your neighbor got stuck with that spent more time in the shop than in the driveway. That's why we created CarMax. Every CarMax car has been thoroughly inspected and reconditioned so it feels like new. And every car comes with a Limited 30-Day Warranty (60-Days in CT) and a 5-Day Money-Back Guarantee so you can relax. It's peace of mind.
Cordially,
Darlene L. Tawiah
[email protected]
240-381-4863
June 27
Alex Kozdras, Service Manager
CarMax - 8800 Freestate Drive
Laurel, Maryland 20723
Dear Mr. Kozdras:
As requested by you, my son Amos and I visited the Carmax store to have his car appraised on Saturday, June 24th. It was appraised at $7000.00. Since the purchase on January 28th, there was minor damage in the way of a dent in the edge of the car door that Amos is responsible for.
The original purchase price of the vehicle was $9,999.00 and the down payment was $3000.00. I am requesting that the $3000.00 down payment be credited towards another vehicle along with the $1500.00 in car payments that have been expended and that the damage to the car door be deducted from that amount.
If a comparable vehicle within Amos' price range cannot be found on your lot, I am requesting that the $3000.00 down payment be returned to us along with the balance of the insurance and that Carmax purchase the car back at the pay off price which is $8350.00.
My request is justified because the vehicle should never have been sold to anyone at all in the condition that it was in. It is my intention to resolve this matter within the next 24 hours. Please advise.
Finally, my personal preference is to purchase a car from another dealer because I met 2 customers in your showroom who were returning their vehicles because of similar problems. One such customer's vehicle was so defective that it could have cost him his life and that of his family. Given the unnecessary hardship that we have experienced over the course of the past 5 months, the inconvenience, the false accusations and maltreatment, I would much rather undo this deal and purchase somewhere else.
Regards,
Darlene L., on behalf of Amos
CarMax has refused to accept my reasonable terms.
Amos
Burtonsville, Maryland
U.S.A.
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