All these stories about CarMax on this site sound WAY too familiar to me! This is only an ABRIDGED version of the hell I have been dealing with (there is much more to it but I'd be writing forever):
Purchased a used car from them Dec 10.
Experienced stalling in mid-turn and coming to stops within one week of driving. Made appointment for repairs.
They first had my car almost a week - they couldn't figure out what was wrong, so asked me to take it back, fill the tank twice, record the mileage, then return the car.in that duration my car stalled many times, and also the coolant light started coming on.
Returned car after gauging mileage. They had the car almost another week, still couldn't figure out the problem, so sent it to the manufacturer.
Manufacturer replaced the sensor in the tank. They also told me the coolant light had come on because the wrong coolant had been put in the car (it CLEARLY states in the car's manual to ONLY use a certain type, so here's another expample that CarMax's mechanics have NO CLUE what they are doing). Manufacturer had to flush the whole system and put correct coolant in.
Manufacturer then could not do any more tests regarding the stalling, however, as they had not gotten the "permission" from CarMax to investigate further since they were not able to duplicate stalling in the shop. Car was returned to CarMax, at which point I have no idea what, if anything, was done. I was told the car was ready, so went to pick it up. It stalled on me as I was LEAVING the CarMax lot!!!
Returned car back to CarMax a THIRD time, this time they had it for SIX weeks consecutively. (I finally got a loaner from them on week 3). During the six weeks I was told numerous times I would get follow-up calls, some even from managers, on the status of my car on certain days, but each time I didn't so I had to take the initiative to communicate.
After the six weeks, was told it was really ready this time. Went to pick it up. Though the coolant light was no longer coming on, the car was STILL stalling.
CarMax now tells me they no longer want to put effort into trying to repair car, which is fine by me as this has gone on for FOUR MONTHS! I've been making payments on a car I have not been able to drive, and I am DONE.
However, CarMax has been paid in full for the car as I took out a loan with someone else who had lower interest rates. I insisted on a full refund, but they are only willing to do an exchange as it is their "policy". But they have only a small selection of cars in my price range, none of which I have interest in/like, and they are not willing to negotiate down the price of another car, even with all the hassle this has been.
I find it UNACCEPATBLE that they'd expect me to wait, and continue driving this unsafe vehicle, in hopes that a car I DO like MAY or MAY NOT even show, and for God knows how many months that would take.
With the lack of customer service and their incompetency, even if they DID suddenly have a car I was interested in, I don't trust them and I am SO DISGUSTED I no longer want to do business with them, nor do I want them to keep my money.
I was in the midst of researching the BBB and finding a lawyer when I came upon this site. I am hoping this will be the beginning of the end of this nightmare.
To all the CarMax victims out there-my deepest sympathies - maybe we can all start a CarMax 12 Step recovery program! ;)
To all you people out there rebuttling claims like this with your "positive car buying experiences" at CarMax, just keep in mind I thought they were great too until I had to deal with their repair dept and a car that is unsafe to drive!!!
CARMAX SUCKS. Don't for a SECOND believe what they say in their ads about their cars being reliable and their mechanics being qualified!!!
Kirsten
Vienna, Virginia
U.S.A.
0 comments