I purchased my BMW from the Irving, TX (Texas Stadium) Carmax location in December. May 31 was the first time I've had to take my vehicle in for a service problem.
I took my vehicle in at 7:30am to BMW of Dallas. Around 3pm, I was notified by the BMW dealership that they tried to contact the Service agreement company most of the day to verify coverage, etc, and he was told that my mechanical service agreement was cancelled in September. I have never authorized, initiated or was notified of any cancellation of my mechanical service agreement.
Initially I spoke with the Mechanical service agreement company, who stated that they received a request to cancel my agreement. They stated there weren't any notes for a reason, or any copy of any request to retrieve. She stated that a check was cut the day Store 115 requested the cancellation of my service agreement and was sent to Store 115 in September. I was never contacted about any refund of any money from my service agreement, again without my knowledge or consent. The woman I spoke with then advised me to call the Irving, TX location.
After speaking with Sarah' in the business office at the Irving location, she offered a few ideas of her own for the reason why it was cancelled. She stated, I think if you don't use the service agreement, they cancel it. After telling Sarah the reason she just stated couldn't possibly be correct, she told me she would further investigate and call me back in 10 or 15 minutes after unarchiving my records.
An hour later I hadn't received a call, I called Sarah to ask the status. She then explained to me that Carmax Auto Finance sometimes cancels service agreements due to being late on payments, or at the consumers request. Again, I explained to her that this reason is totally incorrect; I have never been late or missed a payment. Sarah then stated that she would have to further investigate and call me back again.
Another hour later, Sarah called me to explain that she discovered a cancellation request that has a line where my name should be signed, but it's unsigned. You'll have to call Carmax Auto Finance because they initiated the termination of your service agreement. Also we (the Irving location) received an email from Carmax Auto Finance to cancel the agreement.
I called Carmax Auto Finance and spoke with a very helpful woman who explained in detail that Carmax Auto Finance does not cancel mechanical service agreements and that it was initiated by Carmax store 115. She called the Irving location to speak to Sarah and explained to her the reasons she had been stating to me are incorrect. The Auto Finance representative also asked to speak to Don Cantu (alleged manager) to try and rectify the situation, however she explained that his phone extension rings and rings, and no voicemail.
On my attempt, I asked to be transferred to Dave Cantu, his phone lines indeed rings and rings, no voicemail. I then asked to have ANY manager paged to speak with. Arnold picked up and tried to locate Mr. Cantu to no avail. I explained to Arnold the entire situation who listened and offered no apology, no assistance; just that he would make sure Mr. Cantu called me back. Arnold told me that Carmax would get my service agreement reinstated this morning. There has been no call has been received as of 1pm June 1.
I called BMW of Dallas to see if he was able to verify my service agreement and again, it is still be listed as cancelled, no change from May 31st. I called Carmax Auto Finance again at 12:30 and I was told that the service agreement company must find the original document that was sent from Store 115 in order to reinstate my service agreement, before they can reinstate it.
I was without my vehicle for a total of 3 days while Carmax Irving Texas attempted to find the cancellation request document and an ADULT answer to my questions.
3 days later miracously, my ESP was reinstated, however, Dave Cantu says, "we don't add back time to service agreements, we've put it back as if it's always been there". I tried to explain to Mr. Cantu that even if the service agreement was used or NOT during those 9 months, it is well documented that it was NOT intact and to even suggest "we'll put it back as if it's always been there" is ludicrous and illegal.
Since my complaint to the "corporate office", which in fact is a phone bank for customer service reps and "legal secretaries" who give an 800 number for you to call them back and at each attempt to call the 800 number, you are immediately met by voicemail stating all representatives are busy. Sound familiar anyone?
I received an email finally after my 30 odd attempts to reach someone via fax, email and phone on July 28. I received emails from Barry Vanderhoof (customer service rep within the "legal" department) who stated he would offer rental car reimbursement for those 3 days, without mentioning ANY of the illegal activity of Store # 115 canceling my ESP and "putting it back as if it's always been there".
I suppose I bothered Mr. Vanderhoof to the point that he directed me to John Valdivielso, "Senior Corporate Counsel", who just like Mr. Vanderhoof, offered to reimburse me for the 3 days I was without a vehicle instead of answering my questions on how Carmax Store # 115 could have cancelled my ESP without my knowledge or consent and receive the refund at the Irving, Texas Store and keep it? No answer -
Mr. Valdivielso finally told me, and this is a direct quote from his last email..."I am the decision maker with regard to your case. It is my decision as to how to handle it. On behalf of CarMax I have offered to repay you for car rental reimbursement suffered by you as a result of the mix-up. I am sorry if you are not satisfied with that decision. Never mentioning my questions again about how could Store # 115 cancel my ESP, keep the money that was disbursed from the ESP company and never notify me???
It is a brilliant move on Store # 115's part, to cancel arbitrary accounts and hope the consumer doesn't find out and they keep the money without the consumer knowing? Normally I would think this type of situation was rare, however I visited Park Cities Ford in Dallas and after speaking with a sales rep there, he explained that indeed 2 years ago the EXACT same thing happened to him after his purchase of a Jaguar, took it in for needed repairs and what do you know? No extended service warranty! It was cancelled without his knowledge!!! Carmax must be making a fortune at this racket.
I've contacted the Attorney General of Texas (Don't Mess with Texas ;) and of course my attorney, litigation is almost inevitable at this point.
Dave Cantu, Margaret Schaapman, Barry Vanderhoof and John Valdivielso could have corrected this situation in June by offering to LEGALLY correct this situation by either adding the 9 months back that was taken away or reimburse me for the 9 months instead of offering 3 days of car rental reimbursement (and for all you unfortunate Carmax employees reading this ~ whether my ESP was used or not during those 9 months, it is well-documented that it was cancelled in September by Store # 115 (Irving, TX) and not reinstated until June 2,
It is also well-documented that a check (yes I have a copy) was issued in September and sent directly to Store # 115 and deposited and never credited to my auto finance account or myself). ILLEGAL!
Beware of carmax and their shady sales reps and extended service warranties.
If you do purchase a car with an extended service warranty at carmax, you will need to call the esp company every month to verify that you do indeed still have coverage because they will go behind your back and cancel it, collect your money and hide behind endless 800 numbers/voicemail and a false "legal department".
Stay away from carmax, you will certainly regret it!!!
Scott
Dallas, Texas
U.S.A.
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