Report: #218037

Complaint Review: CARMAX

  • Submitted: Fri, October 27, 2006
  • Updated: Fri, November 23, 2012
  • Reported By: Columbus Ohio
    3800 Morse Road
    Columbus, Ohio
    United States of America

Show customers why they should trust your business over your competitors...

When I purchased the vehicle they refused to let me test drive it on the highway. After purchasing the vehicle it had major problems when driven on the highway. It felt like the front tire would fall off.

It took from the end of July until the end of September to get this problem fixed. It will never be completely fixed because the GM dealer that finally did the work said that it was completely irrepairable. Each time I got it back from CARMAX they assured me it was fixed.

This was due to a major defect in the driveshaft. This is something they claim to inspect and make sure it is right before they sell it. Bull s***!

I did some research and found this car was previously in an accident. CARMAX got pissed off at me when I found this out. They refused to take back the vehicle, only to fix it.

They were not even able to do this. So much for their policy on the fact that they will never sell a wrecked vehicle with frame damage.

When I purchased my vehicle it had EXTREME water spots on it. I was assured that they would wash off. Bull s**t!

They had to have one of their detailers buff the windows. They left them looking like s**t. I complained. Mind you I had looked at the windows in detail and the spots were the only thing on them.

When I took it back and pointed this out I was assured they would take care of it right. They took care of it all right. They scratched the s**t out of them. Mind you these are not little scratches, they are deep and go through the factory tint.

I brought this to their attention. I was told "so what, this is a used vehicle and these scratches meet our standards. We are not going to do anything about it".

I had to take it back yet again the next day and I pointed out the mess they left from cleaning them. They promised to take care of it.

Guess what? I got it back the next day with even more scratches, and deeper ones. This time there was one 5-6", through the tint, on the drivers side of the windsheild. They told me they were not doing anything about it.

I contacted my insurance company. The inspector asked me "who the h**l keyed the s**t out of your windows?". They authorized full replacement of ALL the windows. They would attempt to get my deductable from CARMAX.

I spoke with CARMAX corporate. What a joke! They had me meet with the store manager.

She looked at the vehicle with several other people. The others were shaking their heads in disgust at the way the windows looked. She looked at me and said, "we'll replace only the windsheild and the 2 front side windows".

I would not accept this. She informed me that my vehicle was a value vehicle so they would do no more than that.

I asked her to just pay the deductable on my car insurance and let me get it fixed right. She got real defensive and refused telling to take her offer or leave it. I refused her lame offer to fix damage they caused. She just then walked away.

Nothing has been done about my windows. Nothing. Even after I got the car back the last time they never called to make sure it was right.


Carol Columbus, Ohio
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This report was posted on Ripoff Report on 10/27/2006 08:02 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment


AUTHOR: mysty - ()

And the 30 Day warrenty is a joke because the problems are Not fixed when the vehicle is returned.
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#2 Consumer Comment

Do your due-diligence

AUTHOR: Allan - (U.S.A.)

Here are a couple of comments about Carmax,

My local Carmax in Glencoe IL will let you test drive on the highway if you ask. If they refused I would have asked for the manager. I personally would never buy a used car that I did not test drive on a highway.

The background check available from auto check always caries buyback protection. Did you view the Autocheck vehicle history report? They have to show it to you, it's Carmax policy. Autocheck will buy back the car from you if they miss something like that. This is like title insurance on your home but the buy-back protection is from Autocheck not Carmax so you have to go to them.

As for the scratches and water spots, Carmax, like most used car dealers, sells WYSIWYG, What you see is what you get. Since all Carmax cars are washed over and over if you are buying a car with spots and scratches then you are buying a car with spots and scratches. There is no warranty on cosmetic damage. It is what it is. So do your due diligence before you buy and never expect anything cosmetic to be repaired after the sale unless you get it in writing signed by a manager. This is true with any used car at any dealership.

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#3 Consumer Comment

Carmax Columbus does damage your vehicle in service..

AUTHOR: Ward107 - (U.S.A.)

I had my vehicle in for service and they damaged my gas tank and had to replace it, then when they pulled my motor for engine work they scratched the heck out of my crome bumper. I recently found out they broke my headlight assembly when I washed the vehicle. I have never had such accidental prone mechanics. It is like they do not treat the vehicles with respect. Who knows what goes on in the background. For some reason I dont want to Know.
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#4 Consumer Comment

I agree with the original report

AUTHOR: Gobears54 - (U.S.A.)

We experienced the same type of rude treatment from the management staff at Carmax in Waukesha, Wisconsin. Our car was also damaged during repair, and the managers said to us, "How do we know that wasn't already there?" In addition, the 30 day warranty is subjected to a set of "proprietary standards," that are not revealed to the customer, so it is deceptive in that regard. We were told that we would have the peace of mind of knowing that we could bring the car back in for anything covered under the warranty for 30 days after the purchase.

When we found several issues, although they were listed as "COVERED," under the 30 day warranty, the service manager and store manager argued with us and refused to honor certain coverages, as they met their previously unmentioned and undivulged "standards." That is not what we were told by the sales personnel, nor by the language of the warranty. The warranty never mentions these so-called proprietary standards, and, believe me, I have read it thoroughly numerous times to ensure that I am writing truthfully. There is absolutely no mention of Carmax "standards." None.
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#5 UPDATE EX-employee responds


AUTHOR: Paco - (U.S.A.)

I can definatly understand you frustration with this situation. Carmax has a 5-day money back guarantee. You as the consumer have the right to return the vehicle within 5 days if you are no satisfied for "any" reason. Working there for over a year I saw exactly how this process works and it was no hassle at all. If you felt bad about it then you should have returned the vehicle and exchanged it for another vehicle or a refund of your money. Just because it was inspected it doens'nt mean that it will be perfect or problem free. If man can build it it will break. That is why they offer the 30 day limited warranty and they sell an exrteded warranty. If management treated you wrong then that is an anomally because we all hsd the attitude that taking care of our customers was the most important thing we cold do.
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#6 Consumer Comment

A lesson in consumerism

AUTHOR: Peter - (U.S.A.)

So you bought a VALUE MAX vehicle without test-driving it on the highway and with obvious physical issues (i.e., waterspots) that concerned you.

You need to understand that once you turn the money over for the vehicle, that vehicle then becomes YOUR responsibility.

Why did you not insist on a highway test-drive as a condition of buying the vehicle? Why did you not ask them to remove the water spots before purchase?

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