Carmax
Rip-off where customer satisfaction is an unknown entity false promises

I purchased a 2002 Honda Accord which appeared to be in beautiful condition. Since it was purchased after dark and the next day I went to work in the dark and returned in the dark, I did not notice a chip in the windshield until the following day when I brought the vehicle to a mechanic for a check up. I called Carmax immediately and brought the car in. I asked them to replace the windshield but they insisted they could fix it in an hour.

After waiting 2 1/2 hours they advised that they had to replace it (they made it worse). They refused to replace it with Honda glass and stated that it would be just as good with their supplier's glass. I did some research and was advised that the aftermarket glass that they proposed could have some distortion (as well as affect the value of my vehicle). Then they advised me they ordered the Honda glass but the next day they changed their minds.

They even suggested that it could have happened after I took the vehicle! (I would know if a rock or pebble hit my windshield and if that happened I would have called my insurance company). I wanted to be "made whole" and have them use the same glass it came with but they wanted me to pay for a portion of the difference (they did offer an allowance but not enough). I returned the car and they lost a sale for the sake of $125. They wasted my time by going back and forth with me and no one there had the ability to make such a "major financial decision". Clearly, they do not see the "big picture".

Instead of cultivating customer loyalty and future referrals, they allowed a customer to walk out with a bad feeling. As I walked out, I ran into a co-worker looking for a car and I shared my unhappy experience.

Carmax had an opportunity to make a good impression and obtain not only my future business but that of my friends, family, co-workers and customers and they blew it.

In today's difficult economic environment, the only thing that sets one business apart from another is excellent customer service and clearly, this is one business that does not understand that concept.

Company: Carmax
Country: USA
State: Florida
City: Davie
Address: 7420 State Road 84
Phone: 9544764313

  <     >