Was communicating with sales consultant steven calderalo in boynton beach, I live in louisiana. On sat 12/20 i found a 07 gmc yukon slt on cars.com listed at $19998 with 56k miles on it. I sent an email through cars.com to carmax and Stephen was the consultant who contacted me about 30 mins later. He explained the features to me and how their financing worked. I relayed to him that I was in louisiana and preapproved for financing and i asked if they would be able to hold the vehicle for me. He went and spoke to his manager and called me back with a yes. I them told him i would call him on monday morn after i spoke to my bank. On mon I called my bank they told me they dont do out state financing. I immediatly called stephen and got the credit application stated. My husband and i were approved for the vehicle so i told stephen we would be there on tuesday to pick the vehicle up. He asked that we put the insurance on the vehicle bc we would need it to leave the lot. I immediately began working on plane tickets as well as the insurance. I purchased one way non refundable tickets which cost $523 to arrive on tuesday morn. I got a call from stephen at about 8:45pm cST the voicemail stated that the vehicle had been sold so dont come. HOW COULD YOU TELL AN OUT OF TOWN CUSTOMERS WHO HAS ALREADY BOOKED NONREFUNDABLE TICKETS NOT TO COME? My husband and were professional about the situation and I contacted stephen back about 9:30 he told me he was sorry but dont come bc the vehicle had been sold after he got off at 8:30. I told him that we had our tickets and we would be there an we expected to have the vehicle we put insurance on. He said he would be at the airport to pick us up. He kept his word on that. We arrived at the dealership and there we met fred which is the GM of that location. He was a nice guy overall, however our needs were still not met. Fred worked to find something comprable to the vehicle we were approved for, it was a yukon SLE not an SLT and it had cloth seats instead of Leather. We settled for that however we the problem was it was in garland, tx and we had no way home!!! Bc we purchased one way tickets. I asked fred if they could pay for our airfare to return home since we didnt have a car to drive their as we planned. He replied no and that he had done what he needed to by finding us a comprable vehicle, once again i became upset bc he really didnt do us a a favor bc we lost $523 to get there and we didnt get the vehicle we had insurance on. Now think what if the person they sold that vehicle to had a wreck after leaving the lot who would have been responsible for those damages? Fred gave up something like a buyers order for the suv in garland, tx and i saw the price listed at 21998 with a transfer fee of $549. I immediatly asked him if the price was correct he replied no it would be $19998 like the orginal deal was. I said ok well what about the transfer fee he said you will have to pay whatever it is to transfer the suv to our jackson, ms location. Jackson, ms is the location closest to me. My husband and i said well it is not our fault you all made a mistake. Fred said all we are able to do is take $2000 off of the $21998 and that i could discuss any further issue about the transfer fee with the gm of jackson location. He then stated that i have my shuttle ready to take you all back to the ft. Lauderdale airport. Note: we purchased one way tickets and we could have been stranded at the airport with no flight back home. We had to pay $555 dollars to purchase one way tickets back home. This was a christmas gift from my husband to me and boynton beach carmax location was the grinch who stole my christmas! I am in the business of sales myself and i am a firm believer of making a sales transaction seamless. I have been managed and have been a manager I know how a customer should be handled and we were not handled in the best manner. I really hope this gets to the very top of carmax leaders in fact i will make sure it does! The reflects a bad image over the company itself. All i want is them to reimburse me for my airfare to get there orginall.
Screwedcustomer
baton rouge, Louisiana
U.S.A.
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