I pondered whether to actually submit this complaint but it set me over the top when I called Carmax and was told that if I brought my vehicle in (that they had done major work on) that they couldn't get to it until 2 days later and that they would not provide a loaner while it was sitting there.
So here is my story:
I bought a Honda Passport in March from Carmax in Greenville, SC. The transaction of the purchase was smooth. There wasn't a glitch in that end of the deal.
Well around comes November and the Passport starts to give me trouble. I take it to a local shop where I am charged $80 for them to tell me that it is an internal engine problem but that it feels like a bad plug. So basically what they were saying is WE DON'T KNOW WHAT IS WRONG WITH YOUR TRUCK. A couple weeks go by and I am about to leave work one morning when my truck will not start. So I have it taken back to Carmax where I had just purchased it 8 months ago.
Carmax never once told me specifically what was wrong with the truck. What they told me was that it was an engine issue and that the whole engine would need to be replaced. I am thinking... You have got to be kidding me. I just bought this thing 8 months prior (10,000miles) ago and I have to replace the WHOLE engine.
So I tell them "okay, if you say that is the problem then I assume as the professionals that you are that you know what you're talking about". So they proceed to quote me to replace the entire engine for approx. $4,800. After I received the quote I told them you have to be kidding... There is no way that I am about to replace and entire engine and pay all of that when you say you did your "1?? Point inspection". If you did a "1?? Inspection" I shouldn't be paying to replace the engine.
They said we understand what you must be going through and we are willing to cut $2,500 off of the cost.in the back of my mind I am thinking that is good and all but I still have to pull over $2200 out of the air.
Side note: I was given a loaner to drive while it was sitting in their lot for 3 weeks. The loaner was given to me with the "CHECK ENGINE" light on. I am thinking... Not suprised. Not suprised at all.
I asked him about the loaner with the CHECK ENGINE light on and he said, "Oh, it is a computer glitch". Computer glitch or not, THE CHECK ENGINE LIGHT IS ON - ON YOUR LOANER.
I come up with the $2200 to fix the vehicle. Today, I have had the vehicle back for about 3 weeks and this morning the Passport started shaking and jumping and didn't want to get passed 40 MPH. I call Carmax to tell him I need to bring it in and have it looked at and he says, "Well I am booked till Friday but you can bring it in and I will see if I can find a space for it". I said, "Well you can have the Passport till Friday if you can give me a loaner while I am waiting to get it back". The service tech tells me, "I am sorry, we do offer a warranty on the work that is done on it but we can't offer you a loaner while it is sitting here. I didn't say this but should have, "That is a line of bull". There are about 100 vehicles sitting in your lot that you can give me to drive while you fix the issue that you didn't fix the first time.
One more issue. I bought the vehicle for approx. $8900 when they got the truck fixed I had them appraise it and they said they would trade it for $5500. $5500 8 months later they have got to be full of it.
So all that to say... Never buy a car from carmax. From what I have read and from what I have experienced... Never buy a car from carmax.
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