• Report: #689779

Complaint Review: Carmax

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  • Submitted: Wed, February 02, 2011
  • Updated: Tue, March 15, 2011

  • Reported By: Frustrated — Reston Virginia United States of America
Carmax
45210 Towlern Pl Internet United States of America

Carmax Carmax Automotive Servic Horrible Service , Internet

*Consumer Comment: Good Luck

*UPDATE Employee: CarMax Custoer

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I bought my car (Kia Sorento) in 2005 with 30,000 miles on it. I also bought the Maxcare Extended Service Plan which turns out to have been a big mistake.

It started with a sensor going out which cause my car to stall. I took it into Carmax which was fortunately covered under warrenty. It took approximately3 weeks for them to fix my car and upon recieving my car I noticed that my small mp3 player was missing. I asked the mechanics receptionist about the issue as well as the head mechanic but all I got was a shrug. OK, my fault, I shouldn't have left it there in the first place-my fault.

A couple of weeks later when I started my car and it was extremely hard to steer. Fortunately there was a local mechanic less that 2 blocks away that I took it to. Appearently one of the pulleys was broken (middle part spinning actual pulley wheel not spinning). I had it towed to Carmax and another 3 weeks to repair.

Approximately 4 weeks after the repair the pulley falls off completely and again I had it towed this time 80 miles to Carmax (never got reimbersed for that). I explained about the pulley and of course the receptionist made it seem like it was my fault, that the mechanics use all the right torch to fasten pulleys. After arguing with Carmax they decide to fix it again. Another3 weeks.

Approximately 2 weeks later the pulley falls off again, this time it looked like it was sheared off. I took it to the local mechanic and he mentioned that he has never seen this kind of thing before-more on the lines of incompitence. So again I took it towed it back. This time they didn't say a word to me and it actually seem liked they were mad at me. Another 3 weeks.

I finally got my car back and took it home; however, I decided to look under the hood before I went inside. Turns out they forgot to put my engine cover back on. I again took it back. Again they made it seem like it was my fault.

I decided to call Carmax in Sterling hoping to talk to a manager about my ordeal and got the absolute and complete run-around. Appearently there are no managers working there other than the sales manager that kept directing my call back to the auto service. I decided to call corporate and the lady I spoke to was very nice and took down all that I had went through. She then said that someone would call me back shortly. I'm still waiting for the call.

I can tell you that this has to be the worst service in the history of mankind. Their slogan, "doing it right the first time", is rediculous. I'm wondering if they do this on purpose so you don't take your car back for warrenty service-seems like a great racket they have going on there. I have wasted countless hours and have taken time off my work to fix my car.


This report was posted on Ripoff Report on 02/02/2011 10:04 AM and is a permanent record located here: http://www.ripoffreport.com/r/Carmax/internet/Carmax-Carmax-Automotive-Servic-Horrible-Service-Internet-689779. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 Consumer Comment

Good Luck

AUTHOR: Been there done that - (U.S.A.)

You wont get any satisfaction from their CS department. Look at their headline they cant even spell correctly, come on! Anyway I digress

I have said this before and will say it again. DO NOT BRING to Carmax for service bring it to the brand dealer of your vehcile, your warranty will still cover the repair AND it will be performed by people who know YOUR CAR thats of course IF you can get them to pay out through the warranty.
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#2 UPDATE Employee

CarMax Custoer

AUTHOR: CarMax Custmer Relations - (USA)

Hi, this is Customer Relations. We would like to hear more about this experience. Please call us at 800-519-1511 or email CCR@carmax.com. Our hours are Monday-Friday 8:30am-8pm EST. Thank you.
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