After purchasing a car from the company on 5/25, I have had nothing but a customer experience nightmare.
The power steering pump has been replaced 3 times in less than three years, twice under warranty. The second time the part was replaced, Carmax attempted to charge me a deductable on the warranty. Seeing as the part lasted 6 months, I did not pay the deductible. Now, less than one year later, the part is in need of replacement again, and now the car is no longer under warranty.
Both the local Carmax service center, as well as their corporate customer relations department have refused any help in the replacement of the part. Customer Relations has yet to issue me a call back, despite numerous contact attempts, which all result in my being directed to a different persons voicemail each time. I have even requested contact information for a legal department so that my lawyer could contact the company, but to no avail.
The power steering is not the only problem that I have had with the vehicle, but is the most notable as it has occured 3 times so far.
I shudder to think how long it will last this time since it is currently being repaired by the same location as the previous two repairs. Seeing as the work or the part was faulty the first two times, I can only surmise that I will be experiencing more difficulty in the very neer future.
My suggestion: AVOID carmax at all costs like the plague. YES, the sales setup is wonderful, noninvasive, and no-pressure. But after the 5 day return policy, it seems that the vehicles are ticking timebombs.
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