Carmax Krassi Marinov Used Car Retailer Glencoe, Illinois

I purchased my second car from the Carmax Glencoe store on March 28th, 2012, for the purpose of having transportation to and from work. Within a short period of time, I could feel and hear issues with the steering wheel, and I'd hear a metal against metal sound during my acceleration after I'd been to a complete stop.

Not knowing how serious the issues were, I took the car for a diagnoses at a National Tire and Battery (NTB), a convenient car repair facility near my residence. NTB did a FREE full diagnostics on the car and gave me close to a $2,000 quote for immediate repair, citing about 5 or 6 major issues. I'd had my car at that point for less then eighty days, using it to drive back and forth to work.

So, I called the Carmax Glencoe store and advised them of the issue. The service department advised me to bring the car in for their own diagnosis.

When I brought my car in for the Carmax diagnosis, I met the most incompetent Service Manager (Krassi Marinov). The Service Manager took a short drive with me to see if he could identify the issues I had advised earlier. However, he claimed he could only hear two out of the three issues I brought up (the steering wheel ones, he could not hear the metal on metal noise), and advised me that the inspection alone would cost me $174. Then, depending on his technicians advice, he'd let me know how much the actual repair would cost.

I advised the Service Manager that having only had the car for a short period of time I felt the Carmax of Glencoe store should cover the diagnosis and cost of repair. The Service Manager did not agree with my assessment, took my report sheet from NTB and gave me an ultimatum. Either I sign and authorize the $174 for the diagnosis bill or walk away with nothing. So, I authorized the inspection fearing I had no other choice. Later that day I called the Carmax corporate team and reached a Carmax Analyst (Customer Service Agent) named Russ Anderson, who assured me that he'd be able to resolve the matter in a way I would fine satisfactory.

I received a phone call a day later from the incompetent Service Manager who advised me that that the right front axle needed to be replaced as well as some other parts and fluids. He advised me the repairs would total close to $300. I then specifically asked him if he consulted the NTB diagnosis sheet I'd given him, which mentioned a few other needed repairs, but the incompetent Service Manager said he didn't consult the sheet or give it to his technician. He didnt feel the need to.

I asked the incompetent Service Manager for some time to make the decision. I then called the Carmax Analyst and requested the status of his help. The Carmax Analyst advised me that he had spoken with the Carmax of Glencoe's store manager, who understood the issue, and would make sure the car was fully repaired at no cost to me. The next morning the incompetent Service Manager called me and told me he'd repair the car by the end of the day at no cost to me, but he then rebuked me for not buying the Carmax Warranty.

I thanked the people at the service facility when I picked my car up, and thanked the Carmax Analyst when he called to follow up to make sure everything went well.

I hadn't needed to drive my car for a couple of days after the repair, but when I did drive the car after a couple of days, I noticed that the steering wheel issues were still present. I immediately called the Carmax of Glencoe's service station and advised them of the issue. They advised to bring the car in for a diagnosis, and if it was the same issue as before , or an issue stemming from the repair, they'd repair the issue at no cost to me.

When I brought the car in to be serviced, I let a technician drive the car and feel what I was feeling. The technician immediately acknowledged the issue, but explained it more than likely was a separate issue from what was originally repaired, but he suggested I take care of it as soon as possible. Frustrated by the situation, I would not agree to leave my car at the repair facility unless I was assured the car would be repaired at no cost to me. That's when I was advised that the only person who can make that decision is the incompetent Service Manager, who was out for the week.

I waited a week and met with the incompetent Service Manager. He advised that there would be no way he would cover the repair, and again advised that I should have purchased the warranty.

So, I'm stuck with a defective car, an incompetent Service Manager, and a company that will not stand behind its product, or assist a loyal returning customer. My phone calls and voicemails for the Carmax Analyst who had previously assisted me have not been returned.

p.s. I still have all documentation mentioned, and can provide it for any further inspection.