In February we purchased a 2006 Hummer H3 from CarMax in Roseville, CA. While working with the sales representative we noticed on final inspection that the windshield had three small chips. The sales representative assured us that this should be fixed and it would be no problem. I told him I did not want the car if it was going to need a new windshield and it was coming out of my pocket. As usual, the sales representative also offered us the MaxCare extended warranty. At that time I said to him "if I buy this is everything covered, including the DVD players?" I had had issues before with CarMax repairing a DVD player on another vehicle I purchased from them that they had installed. One day in to our "5" day grace period we took the vehicle back down to CarMax for the repair work. Contract through DentWizard the three chips were repaired, however, at the time we picked up our vehicle none of the available service representatives offered to inspect the car with us to make sure all repairs were done to satisfaction. Happy with the work, we left and continued to enjoy our new vehicle. 24 days in from the repair my husband and I noticed that a repaired crack was beginning to split down our windshield. It was only about an inch long. We called CarMax to see what we should do as this was an issue that should have been fixed by our initial service visit. They stated that it was probably something that I did while driving the vehicle and they could not be responsible. I stated that while that was a perfectly good explanation, I don't drive my vehicles all that much as they could note with the last car I traded in with them had only had 5,033 miles put on since I purchased just three years prior. I was told I would receive a call back after he spoke with the service manager and they decided how to proceed. I never heard back from them. Everyday I left a message, I called the CarMax customer service line, nothing, I called the Roseville CarMax sales dept., nothing. I finally opened a claim with the BBB. I received a very nice screw you stating that they had tried to contact me so that they could send a DentWizard rep out to see if it was in fact a bad repair and I wasnt returning their call. I declined this offer and stated that I had given the service department all my numbers for proper contact and once again gave them all my phone numbers for contact. I also called the service dept. Again and gave them my phone numbers to contact me. Well within a day DentWizard was out to look at my windshield for all of 30 seconds. Not long after low and behold we received a call that it was in fact a faulty repair and they would need to replace our windshield.
In the interim, our check engine light came on and the GM OEM Factory DVD Player installed in the headrest completely stopped working. We went through MaxCare and found a certified repair shop in our new home base. Well now MaxCare is denying that they cover our DVD player that was a part of the vehicle when we bought it. They are stating that the DVD player was not installed on the "FACTORY ASSEMBLY LINE" and that if it was the radio they would pay for it. It is a GM OEM Factory DVD player that was installed at a GM Dealer at the time of the original purchase. But they don't cover it. They pointed us to the fine print of our MaxCare warranty contract that apparently clearly states this. It would serve CarMax well to also bring their staff up to speed on this so they don't fraudulently sell products to customers who ask them point blank if I buy this will the DVD players be covered. So back to the BBB I go. I have bought over 7 vehicles and everytime it comes down to service and the service department I wonder why I keep going back. Never again. I am done this is the most screwed, full of excuses, rip-off company and I will never refer or promote it ever again.
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