CarMax CarMax 5 day policy ripoff East Haven Connecticut

I purchased a 2006 vehicle CarMax in East Haven. They ran some sort of vehicle history report that came back clean. It had to be transferred so I paid the fee and waited 3 weeks. The vehicle arrived and I picked it up on the 25th. On the way home, the transmission began slipping on more than one occasion. I turned around to head back to the dealership, but they had already closed. I brought the vehicle back the next day, they gave me a loner, and I did not see the vehicle for 13 days. I had the mind set to call and speak with the sales manager on the 3rd day to get an extension on the 5 day money back guarantee. He stated that I should have the vehicle for 5 days of uninterrupted ownership and he would give me the extension from the day I pick it up from service. I then confirmed this with him via email for written proof.

I received the vehicle on the 9th, but the issues were the same. It was like they didn't even look at it. How is it possible they had the vehicle for 13 days and the problems were still there. In my assumption, they intentionally hold vehicles past the 5 day money back guarantee so you are stuck with it. I brought the vehicle back on the 10th for the same issues, and got yet another loner. Later that day I was told I wouldn't get the vehicle back for another few days. I spoke with the sales manager for another extension. This time things were different. They refused to offer me an extension, instead they wanted to give me a 5 day exchange policy. CarMax doesn't even advertise that. I called the corporate office who told me they have never heard of this either, but it is up to the stores general manager. Thank God I corresponded with the first store manager via email because I was still within the 5 days and had written proof. They did everything in there power to dodge the situation, but in the end, they had to give me back all of my money.

The worst part of this, I returned the next day to drop off some papers, and saw my file on the counter. I read the service papers on the vehicle and to my surprise, they had previous knowledge of these and other problems and sold it anyway. Unfortunately, the vehicle was right back on the lot without being repaired. It's a shame some unsuspecting consumer is going to get stuck with a vehicle that has major transmission, brake, computer, and drive train malfunctions.

Detective Lou
Trumbull, Connecticut
U.S.A.