I purchased a 2002 VW Jetta 1.8T vehicle in March 06 and since then have had nothing but problems. I know there are always risks when purchasing a 'used' car, but I chose to make my purchase at CarMax because of the reputation of safety and quality as well as the guarantee they proudly display everywhere. If used cars could be considered Lemon's in FL, mine would easily fit that description. Here is a list of the problems that I have experienced since March 13.
*When I purchased my car, the right rear door had a bad actuator so the electronic locks stopped working and needed to be replaced.
*An electronic temperature sensor failed in my engine which misreported that my car was overheating. This needed to be replaced.
*My sunroof drain pipes were clogged when I purchased the car, causing water damage to the floor mats and carpet during a severe rainstorm. The carpets were still very wet when I got my car back, and smelled of must and mildew. I haven't ripped up my carpeting to verify, but the opportunity for mold is possible.
*My radio's LCD display malfunctioned. When I went to get this replaced, they told me it would take 2 weeks. I ended up going over 3 months without a radio in my car and had a hard time dealing with CarMax in terms of trying to find an ETR or a reason why it was taking so long.
*The emissions system vacuum pipes were corroded and destroyed. I do not work on my engine and when checking gauges, I found the eroded tubes which weren't connected on either end because of work that was done on my car before I had purchased it. Someone had improperly connected this tube which caused further problems. CarMax Tampa had told me that they would not sell me a car that had these problems (which is incorrect, because they did), and that I had to have worked on my engine myself. I am not educated with car engines and wouldn't tamper with emissions systems in any way. I felt that their response to my problem was rude and inconsiderate. When I had to take my car in for additional service, I was referred to as "The guy who ripped things out of his engine".
*My break vacuum booster system was wrapped with black electrical tape. I asked to have that replaced since I felt this was dangerous. Their replacement of this part led to my breaks failing on the highway and almost causing a major accident. I had to get this re-replaced and was extremely upset that it even happened in the first place. After getting my car back, the brakes squealed while having the car in reverse and pressing on the brake pad.
*My front passenger door actuator had stopped working, and my power locks were not working on that door.
All of this prompted me to contact CarMax and see about getting a replacement vehicle. They told me they were more than willing to accommodate. My car had been in their shop at least 3 times, and each time I didn't have to pay a deductible for my warranty. This is all well and good, but it does not change the fact that I had countless hours wasted as well as an incredible amount of stress. I purchased my car for $15,000 and their offer was $12,000, which is a loss of $3,000 for my frustration, stress and risked safety. 7 months, only 3.5k miles driven, several trips to the shop due to their negligence (which they admitted to by waving the deductible every time) and a hell of a lot of stress later and they tell me that $12,000 is an awesome deal and that I should take it. I told them that the offer was unacceptable and they counter-offered with $12,000 for trade in plus $1,000 off any car in the lot. Still, this was an unacceptable offer. As the customer who has had such a hard time I shouldn't have to take such a loss. I countered with an offer of no less than $13,995 dollars on the vehicle, which they denied.
*Hours after their assessment of my vehicle, my Power Brake Booster began acting up. This happened while on the highway in traffic. Randomly, my car's brakes would initiate on their own in full force for a split second. This happened repeatedly while I only applied light pressure. It felt as though I hit a wall or was rear-ended and my body jerked forcefully forward. Items in my car shifted and I would have hit my head on the windshield had I not had my seatbelt on. There were two others in my car who felt the same experience. This was very scary and I felt as though my life was unnecessarily endangered by their neglect during the inspection. Having been the second time my brakes failed on me while driving on the highway, I feel lucky as to have not already been injured during this ordeal, but I am now wondering if this would be necessary for me to get results.
I angrily called CarMax the next day and explained my new situation. They once again denied my offer of $13,995 for the car. I still was willing to take a loss even after all this. They suggested I DRIVE my car to their business after I just told them my brakes failed again!!! They said to me "Well, we'll get it towed then, and I'll test it out. I'm Not Afraid!" as if I were wrong to be scared! My level of frustration was growing beyond my level of patience.
So, they took my car back with the intention to fix the brake and door actuator problems. However, I told them I only wanted a VW dealer working on my car. I confirmed that CarMax delivered my car to a VW dealership where my brake problem was repaired. I have yet to confirm what level of work the VW dealership performed on my vehicle in regards to labor efforts (see following paragraph).instead of also fixing my door actuator problem, the car was returned to CarMax where they performed this repair (which I specifically told them not to).
When I got my car back, the paneling under the cars steering wheel was out of place, sticking out at least an inch. While trying to pop it back in place, I noticed greasy handprints and spots one the paneling and leather seating. I have tan interior, so this really stands out. After attempting to clean it with over the counter products, I was not able to return it to the condition it was when I purchased the vehicle. I also noticed a sweaty forehead mark on the paneling. There were plastic pieces on the floor mats below the steering wheel. Upon further inspection, I found that someone had broken off the plastic screw plates (3) on the paneling. The screws have not been replaced and now my paneling is continually squeaking, as if my car were 10 years older than it actually is. Also, my door now squeaks very loudly as if it were forcefully opened than the hinges would allow.
The aforementioned account has caused me immeasurable stress and frustration. ConsumerReports.org shows that the 2002 Volkswagen Jetta has a Very Good rating for its brakes, which has been the biggest concern to date. It is also known in the industry as an affordable, reliable, and safe car which is fun to drive. This is not the vehicle CarMax has sold me. This is not the way car buying should be.
Again, I understand that there can be risks involved when buying a used car. However, with such an extensive list of failures in so short a time span, I feel CarMax has treated me unfairly. They have not lived up to their guarantee of service excellence and have misrepresented their reputation (per their standing as a Fortune 500 company, and one of the Fortune 2006 "100 Best Companies to Work For) by selling me a dangerous vehicle replete with problems. I would like nothing more to be rid of this car but, unfortunately, I cannot afford to take that great a loss.
I will give CarMax partial credit for offering to pay for all the expenses thus far, but they have continuously serviced my car with neglect. This places myself, my passengers and other adjacent drivers on the road in danger. All I want is to finalize this nightmare. My request for a return of this vehicle results in a new negotiating experience, instead of them meeting my need once and for all - providing me with a safe and dependable vehicle. CarMax should be held accountable for their actions. I have been professional and accommodating during this ordeal. They should be held accountable for their actions and I should not have to take a loss on this vehicle.
CarMax's Wikipedia.org article states the following:
Complaints:
Visit http://usacomplaints.com and search for Carmax for a list of complaints against CarMax. You may find that the 125-point inspection or the extended warranty is not always what you think. Reports are generally against the service department of the company, but responsiveness from the managers and corporate offices are a big problem with this company as well.
Source: http://en. Wikipedia.org/wiki/CarMax
Kevin
Tampa, Florida
U.S.A.
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