I purchased a Chevy Trail Blazer last summer @ a Charlotte NC location and did also purchase a 3 year extended warranty. Carmax skips hoops & jumps barrels when making the sale then something goes wrong and just try to get service! October the 'service engine light' starts up, call South Blvd local in Charlotte, was told 1200plus things could cause light and I should, "spin and click my gas cap 3 times". I'm an educated person, majored in law, 30 yrs in my field and there I am clicking my gas cap!!!
Called again, light on & off, they can't make appointment convenient to my schedule, tried 4 times over 3 months, can not get the vehicle in. No one told me I could go to another CARMAX or the dealer... (Husband who listens to every detail also confirmed NO they did not add that in sales pitch)
Forward to last Thurs. We realize inspection going to expire EOM, call for inspection, oil change and light issue... To my surprise once again I must wait into the following week to get it in there but finally someone with brain cells mentions I could go to another CARMAX! I contact the other location in Charlotte and can drop it off Thurs night they would look at it Friday morning. Before doing this I bring it for an oil change and inspection to mechanics we trust & know... All pass except the idiot light issue, they do diagnostic and it is the cam sensor, must go to dealer and we do and drop off vehicle.
Service guy nice, helpful did good job thus far. Most calls I had to make and they only get a "D" on returning calls. Vehicle needs... Camshaft sensor, and thermostat sensor and steering rack and 4 new stabilizer links, they were playing (as does Carmax)... Well good thing I needed my inspection huh?
Move to Monday, many calls and P.S. NEVER GOT THE LOANER/RENTAL info they promised so tough (: grin) on me!
Monday night finally pick up, unfortunately it is at the same time CARMAX's computer system NATIONWIDE according to them has just crashed... I had to pay my 'co-pay' so I swipe, IT GOES THRU - SAYS APPROVED - and thank you... It does not "talk to the Carmax computers" so 3 brain surgeons tell me it's some kind of problem on thier end, please swipe again it did not go thru. I knowing it did, hesitate and swipe, turns out the "manager" of the business office or so he posed as, keeps telling me he cancelled the transaction and continues to swipe my card 4 times and manually enters info into the 'crashed system they do not yet know has crashed!" I tell them the card went thru... Lo and behold after 45 minutes I realize I have a check with me, pay and go, get home later, online to bank and there it is, 4 consecutive charges from CARMAX out of my bank!!!
Call 7:30am yesterday on phone almost 5 hours back & forth, they claim they are still 'crashed', I fax them the bank statement, they say they will handle ASAP... No calls back all afternoon...
This morning funds still out of bank, I am now in full menopausal Sicilian B*&_*% mode... The people I spoke to yesterday are conveniently not in...
I call corporate in Richmond VA (800-519-1511) FYI Director of Customer Relations is Monica Westbrook (but of course she is only a voicemail 4x's - CEO is Thomas Folliard x2000 (but he does not take consumer calls) his admin that does take his calls but is a secret... Is Katherine Roll x2002 (she is also a voicemail) but now all you readers have that info if needed.
1:45pm still on this, nothing resolved and they have my funds still tied up, they have passed the grey area of legalities, they have NOT followed the bank's instructions to resolve.
I would not deal with them again for another vehicle, which is a shame because we will be needing a 2nd truck for my husband and 2 cars for our boys... I'm sure at this point CARMAX could care less about losing our sales, they will just find new prey.
Complaints are filed this morning with the state attorney general, consumer affairs, BBB, FTC and Dun & Bradstreet just to humour myself.
CARMAX has communication and proper training failure and would be well suited in spending constructive time in those areas.
LAST note... They low balled on the rack, used NAPA aftermarket to save money instead of Chevy rack and listed on my work order, "historically they have problems on the aftermarket and it would need to be replaced again"... Aren't they bright?
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