As a mechanic certified by ASE in advanced engine performance, I am qualified to diagnose engine failures, or problems. I am currently working with a consumer that has major engine damage due to the failure of portions of the cooling system and related gaskets.
The consumer purchased from CarMax an extended warranty that is still in effect, as CarMax warranty people agree. After a week, and several conversations, they refuse to authorize any repair, even though initial diagnostics have pinpointed the problem. (Blown head gaskets)
CarMax required that the upper engine be torn down at the customers expense. Once this was done, they were called as requested, so they could send in their expert to verify the diagnosis.
When CarMax was called, a different agent said they would not be sending out an expert, as he couldn't determine cause of damage. Now they want us to send the heads to a machine shop, which was our original diagnosis.
The major problem is that after numerous phone calls to CarMax, the financial responsibilty for this expensive work is being placed upon the consumer, a single mother with two small children. The heads are now at the machine shop and CarMax is still not accepting financial resposibility.
This is a simple, straightforward diagnosis of a blown head gasket that CarMax has now turned into lengthy process, and all the while, still not accepting the resposibility. This is all covered by the extended warranty that the consumer purchased in good faith.
At this point, CarMax is telling her that they aren't sure if she is covered, which she clearly is. Further telling her that they have to determine whether this was caused by abuse or neglect. CarMax cannot determine this, only increasing her anxiety as to whether they will ever pay for this.
The long and short of this, it is clear that CarMax is trying to wear this woman down so that she will get tired and go away. One requirement after another, all the while clearly accepting no responsibility.
PeterSacramento, California
U.S.A.
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