CarMax

Re: Carmax Service Compliant

I’m writing regarding a customer service issue that I’ve experienced with CarMax. Please review a detailed list of events over the past weekend.

1.       On, August 26, 2022, I was approved for a car loan through CarMax. This information was confirmed by someone named Matthew. As I was in route to the dealership I was contacted by someone named Camron. He very balantely advised me, “I’m not going to waste our time time by having you come here. There is an insurance compliance fee that needs to be paid at City Hall.” The insurance compliance fee actually needed to be paid at my motor vehicle department and not City Hall. So, not only did I perceive Camron to lack a business professional tone he also gave me misinformation about who this fee was to be paid too.

2.       August 27, 2022, The fee insurance compliance fee was paid in full. PJ at Carmax signed me in and took this information to the Sales Manager. The Sales Manager comes over and advises that the phone number for the employment verification did not work. I asked whether Carmax would be willing to try again and possibly leave a voice message and was told, “no,” without explanation.

3.       I was later asked to provide payroll checks. Which was done and also offered to have the Sales Manager speak to the owner of the business that I work. He looks the business up online and then ask for a bank statement showing the payroll deposit. This was also provided upon request. The manager later advised that the bank statement was not sufficient because it lacked a bank seal. This also was incorrect.

4.       I called to find out what the issue(s) were and why after being approved and providing all of the information that was requested that I still had not been able to pick out a car of my choice and purchase it.

5.       The sales manager balantley advised that he would not be selling me the car and hung up. He called back minutes later to read a disclosure and then disconnected the call again.

I am extremely discouraged and disheartened by the course of events that I’ve outlined above. My credit was good enough to be approved and I provided all of the necessary documentation and I was told that I would not be able to purchase a car. The only explanation is the color of my skin. I would like a detailed explanation of why I was not given the opportunity to purchase a car at CarMax. I would also like an apology as well. This is not how a customer should be spoken to and treated. This is not acceptable.

Hello,

Bought a 2019 vw atlas, was told a tire pressure gauge needed to be replaced, and they would do so before I picked up. They said they replaced it. Signed contracts & they messed up on our names, then had us resign new contract. Then my husband caught our address was typed incorrectly. We brought it up but they advised it wouldn’t affect anything.

After a few days the tire was reading low after putting air. We decided to return and not chance it after refund window.

CarMax sent me a check for the $2000 which was a whole other situation. However we finally got the check, cashed it. It was pending in our bank for 1 day and seemed to clear. 3days later I get a notification my account was -700 (I paid bills with the $2000 refund), and seen the check was reversed. Called back and was informed carmax banking institute placed a stop on the check, or it had bounced.

Called car max and given the run around how we couldn’t call the institution our selves and I needed to give them 24-48 hrs to email them. I’m so upset all my bills will bounce and I will get return fees and late fees because of this!

My experience has been horrendous with the dealership in Torrance CA. They do not perform any rigors performance services on cars they will purchase a car and sell it to you knowing that the car is faulty! The way business is conducted they robbed me and then gave me the run around about the repairs. Once they pretended my vehicle was being repaired off site and I was standing at my vehicle that wA parked on the first floor of the garage. I don’t know if repairs where actually done or if they just charged repairs to my extended warranty!

My husband and I purchased a 2016 BMW 528i from the Ontario, CA back in August 2022; the second vehicle purchased from this location in as many years. From day one, we have had recurring issues with the ignition coils going bad and have had the vehicle to the Irvine, CA service center on multiple occasions. The same issue arose, yet again, this month. When calling the Irvine, CA service center, I was told that there were no appointments available for me until a week and a half later. When I pressed the service advisor, indicating that this was the same repair that they didn't fix earlier this year and last year and that I should received some sort of priority status. His reply was, "August 22nd is the first available appointment". Due to not wanting to further damage my vehicle by continued driving due to the extended scheduled appointment, I opted for my personal mechanic to complete repairs. This repair, ended up costing me upwards of $1000; this should have been fixed correctly the first time at the Irvine, CA CarMax location. I'm not sure if its incompetence of the mechanics or that CarMax just has no interest in standing behind products sold. Regardless, I will voice my displeasure every chance I get and will never purchase another CarMax product. This has been completely ridiculous that this same repair has not been able to be fixed. Unacceptable!

after a year of looking. shipped and reserved a rare mustang gt, bought insurance, filed everything necessary to complete the purchase. all that was left to do was sign paperwork i assume. they were highly secretive about everything and i even felt lied to about the status of the car while it was going through process of inspection and then the very next day sold it to someone else with special privilege, i don't know. some random person with unknown credential, who i assume was the manager, then texted me that they would have an associate contact me with finding some other random car, which never happened, no contact whatsoever. nothing to make up for such a major let down. nothing. like tough luck. i've never felt so insulted. a totally contradictive experience with their business model setup with absolutely no guarantee on getting you the car you want and need. buyers beware

On 8/15 had call from CarMax recruiter, made me an offer for an open position. Told me to talk it over and think about before I answer, 24 hours. Emailed my acceptance about 3 hours into the 24 and called recruiter and left voicemail. Now at 10:18 pm ,8/18 still have not gotten any response of any kind. Several calls, emails have been sent by me, I need the job, nothing, no answer from anybody. Spoke with folks at the location hiring talked to lady in business office, nobody will tell me anything. Guess I am the damn fool here, why I or for that matter anybody, would work this sleezy bunch of trash? I will advise any and all STAY AWAY FROM CARMAX !

On August 4 2022 I went to Carmax in Pleasant Hill, CA to have my 2018 Ram 2500 Laramie assessed for a cash value. It had 31,312 miles on it. I received an offer of $48,000. I let the 7 day offer lapse by a day and went back on August 12, 2022 with only 11 more miles of the vehicle. Since the offer lapsed, they had to retake pics and reassess the value, but one of the employees said it would likely come back as the same offer. About 20 minutes later, someone handed the employee the original offer that I walked in with instead of the new offer. So I was under the assumption that I was getting $48,000 and I decided to move forward with the sale. After another roughly 30 minutes of dealing with my title because it was out of state, the employee called a higher echelon person at a different Carmax location to confirm something and that person told him that the new offer was $32,000. So a day late and only an additional 11 miles of the truck, they’re trying to rip me off by $16,000.

Good afternoon,

My name is April Rillo

On May 28th of 2022 I started the process at my local bank of paying off my car loan with Car Max Auto Finance, I refinanced through my banking institution. I contacted Car Max customer representatives and first was given the wrong mailing address for the check to be sent to. Months later I was still getting the information from Car Max stating that my upcoming payment was coming up.

I contacted again at the beginning of July (around July 17th) and inquired as to why they hadn't processed my payoff check yet, it had been months at this point. This is when the CSR informed us that we needed to mail the check instead to a Georgia address. The bank voided the payoff check that went to the wrong state and send out a new check. It has almost been a month since we mailed out the second check and I'm still getting emails stating that my upcoming payment is late.

My banking institution and myself shouldn't have to be making 5-6 separate calls to CSR's trying to understand why it's taking over 3 and a half months to make this happen.

I'm extremely disappointed and frustrated with the lack of customer service assistance throughout this process, I'm frustrated that I'm paying my car payment through my bank's refinancing options and still receiving past due alerts from Car Max. I'm frustrated that what should be a simple and common place process has turned into 3 and a half months of incorrect information, lack of service assistance, and 5-6 separate calls from myself and the bank trying to get this process taken care of.

I co-signed on a vehicle for my daughter who got behind on her bills due to Covid. She called Carmax finance to make payment arraignments and inquired about the effect it would have on my credit as co-signer. They assured her they wouldn’t put it on my credit without giving me an opportunity to pay. She proceeded to make the payment arrangement and they did not withdrawal the funds. This is in a recorded phone call. Fast forward to me getting a notification that I have a delinquent payment on my credit report. I never received a call asking for payment or informing me it was behind. Not one. The supervisor admitted they had not called or contacted me and didn’t know why but also didn’t care. They refused to take it off my report even though I paid it in full immediately upon finding out from a second hand source. I am furious. My credit score dropped 80 pts and they don’t care. How can you do this to someone without notifying them or contacting them first for payment? I will never use your company again. I am telling everyone I know what you did and to shop elsewhere.

I recently purchased a vehicle from Carmax. The tires appeared to be worn so we had the manager check them in which they stated they met their standards. We didn't agree as we could clearly see the tires needed to be replaced so we took the vehicle to Discount Tires for a tire inspection. Well...tire inspection returns stating all four wheels need to be replaced and the two front tires have chunks of tire missing. We have notified Carmax and they are still stating the tires on this vehicle meet their standards. It's extremely frustrating to have to deal with something like this. Carmax doesn't haggle with prices and yet still refuses to replace tires. Clearly greed is more important than a person's safety. Unfortunately, we will be returning the car because I don't want to give a company business who is not willing to meet vehicle safety standards. Yes, we can buy new tires for the vehicle but I shouldn't have too at the price I paid for this vehicle. It's been about 12 years since I purchased a vehicle and this experience has reminded me of why I kept my other vehicle so long.

I received an appraisal online for carmax to purchase my truck. Took my truck in for inspection. I didn't have the proper paperwork for carmax to purchase it. I was told to park in the second lot and I could come back with the title and receive the money. While I kept trying to contact the store I didn't get any response. On July 22, 2022 got a phone call my truck would be impounded. I went the next day to pick up it up only to find out that the catalytic converters were gone, 3 gas lines stolen, 2 oxygen sensors gone. I have an estimate from my mechanic for $9,500. Carmax wants to take no responsibility for this. I can't believe they won't even talk to me. I am going to file complaints with anyone I can. I am also calling the news

We purchased a 2010 G37 Infiniti from the Carmax located at 4400 S Interstate 35 Austin TX 78745 in May 2021. The salesman raved about this cars condition and it being accident free. After registering the car, we later found out that the car was in an accident and that the damage was rated as moderate. This is very deceptive and very unprofessional. We called and talked to a sales person who stated a manager would call us back, but to date we have not heard back.

On 06/29/2022 I purchased a 2016 Honda HRV EX from Lancaster Carmaxx. I purchased this car online so the first opportunity I had to look at the vehicle was this date of purchase. The car was inspected the day of purchase. The first thing that I noticed was that the vehicle had white buff marks all over the headlight assembly and the sides of the vehicle which there is damage to the headlight assembly. And a tear on the dash in the leather. When I got into the vehicle from the dealership within my first 10 miles my low pressure light gauge came on. I turned around and went back to the dealership to report this and they filled the tires with air and sent me on my way. When I got home I did a full inspection on the vehicle. The rear breaks and calipers were worn down so bad you could not even see them. They were so bad that I could hear them squeaking. I knew then that this vehicle had had an inspection sticker slapped on it. I popped the hood. None of my fluids were capped off as then I knew the cut corners with this vehicle. I returned the vehicle on 07/18/22 as that was the earliest I could get the car in. They agreed to replace the front two tires and replace the break pads and the calipers. They are refusing to fix the headlight assembly due to it not being anything wrong with them. The issue here is that it is obvious that state inspection was not conducted properly and I believe there is deception in their dealings with consumers. How did that vehicle pass inspection. I spoke to the service department today 07/21/2022 and was told that they are not going to fix the headlights. I am furious. I was also told that I should have just bought a new car. If they are not willing to correct the issues I am returning the car. Investigations need to be done at Carmaxx of Lancaster's Inspection process.

I have had problems with this vehicle since 2 months after I got it. It randomly turns off and will not start until some time later. This has been going on for months and I have had it taken to Carmax twice to get fixed and both times they did not fix the issue. At this point, this is a defective vehicle.

I can provide bills of repairs and emails of communications.

i was looking for a chyrsler 300 and i went to carmax and found one as me and wife was talikng the the sales rep that was handling the sale i suppose was real friendly on the phone and i mean friendly so friendly that she not only did she mention that the money she was asking for was a transfer fee instead of a two thousand deposit the whole conversation was about how i sounded so much like her family members in my area and how she was from maryland how she wish she could hangout or how good i sounded to where she something abot the car not being cleaned i said i could get the smell out im happy to have found a car had i known that it was a transfer fee i would have said HELL no and drove the 6hours to get ourselves even when the car was delivered it wasnt ready the people at the greenville south carolina store was very rude wouldnt let us even inside the car to look at and it wasnt ready for test drive like the email and confronmation saying that OUR was ready for test drive on a tuesday at 9am i think may 15 so we drive to greenville despite me being a diabetic and needing proper food well we get all the way to carmax of greenville sc. and cant even drive look at sit inside or nothing just stand there in the hot sun looking at it like wow and then once we get inside to find out that the money we spent was for a transfer fee so im like darn what cost that much not the car hopefully i was never told that or agreed to it so no they tell me after several months that we cannot get our transfer fee back i asked on several occassions could hear the conversation as to where i agreed to me paying 2,000 thousand dollars for a car to be transfered not me im from the projects i saved that money the right way and i wanna hear where i agreed to them taking money to transfer a car that me and wife could have drove and got it i ask mananger on duty to review the tape he stated he wasnt allowed that he heard it and stated that he heard me saying i agree to them taking 2,000 dollars to transfer a car nope i ask april in relations and several other managers and still the same response i thought customers was alwasys right policy i felt like they all heard the conversation and all agreed i was right but didnt wanna go no futher because this is probably new case well the only way it will be resolved is i get my money and hear the recording i feel that would be fair i just want my money back and to for someone to really listen to conversation with me and my wife present every conversation made ther was recorded.. so please take the time to review my case again but only with actually listening to the conversation please and i would like to hear it as well.. THANK YOU FOR TAKING TIME TO READ. SINCERLY,MR.TITO A WROTEN \\\[protected]@gmail.com date of incident may 15 2022

Vehicle purchased at Gilbert Car Max March 4, 2022.

Leak noticed under passenger wheel. March 15, 2022 (photo)

Possible cause, prior accident not reported.

Was told it would be two weeks before repair could be done.

So this date was past 30 days of return vehicle date.

April 29, 2022

Two flat tires. Vehicle had over 50K miles when purchased.

Was told negligence and would not replace. Customer paid $705.15.

At Discount Tires Henderson, Nevada.

The tires were Run Flat Tires, so they are made to be driven until

repair can be made. Note:BMW vehicles have no spare to save trunk space.

Wrong tires put on vehicle. Tire Sensor light came on.

Another city and Big O tire company put another set of tires. $400.

And replaced the tire sensor.

Filled up tank, but it wouldn't hold 22 gal. Stopped half way.

Tank gauge shows full but the Fuel amount shows half full. (photo)

Vehicle stated 7 miles left, but when filled showed only 14 gal.

This was not the case from Phoenix to Nevada.

Car Max San Diego

Issue with oil leak and excessive fuel burning.

Will have to fix oil leak before accessing fuel consumption issue.

Need the vehicle fixed so it can be driven safely back to Arizona.

carmax employee Paul James Bliedl Harassed and threatened me over his carmax call center phone on Jan 6th of 2021. and still does

He called my home leaving threatening messages and screaming "Its finally happening" into the phone. carmax hires psychopathic nazi white trash and I will tell everyone in America about what happened until they do something.

I was setting up a purchase and was frustrated because the store was not aligned with the call center. The call center set me up with the purchase, placed in financing and scheduled a time to come in store to complete documentation and down payment. I arrive and I am waiting 40 minutes out of my appointment window to even view the car I paid to have transferred in. As my frustration builds because I rearranged my day to pick up a driver to assist with driving my other vehicle for the rushed purchase, I am told I will not be able to pick up the vehicle same day because the delay had the registry close. I handle all suggested processes and as I leave the manager loudly asks the sales rep working with me if she is okay as if I was yelling or threatening. I asked him why she wouldn't be okay and why I was never asked about my experience. There was no response, the employees just gathered and I walked out. I later returned to speak with another manager about my experience and was told he would make a forced apology for the actions of the other but this is not how you do business.

I initially purchased a vehicle from CarMax July 2020. From the inception of purchase until approximately May 2021, I had continuous issues with my Buick Enclave. My vehicle was sent to a Buick Dealership for the same issue over and over and finally after going back and forth with CarMax, they agreed to buy my vehicle back from me and reimburse me the payments I had made on the vehicle. At that time, I should have walked away but instead, I allowed them to put me into another vehicle with a 3rd row and it was not a vehicle i chose but rather the only one with a 3rd row. Fast forward now exactly 1 year later, and the vehicle I purchased, 2019 Nissan Pathfinder with only 60,000 miles (as of today) is in the shop and needing a new alternator. It blows my mind that I could have issues with 2 vehicles back to back from CarMax. I called and spoke with the Service Manager and during my conversation when I expressed my frustration and told him I wanted them to take this vehicle back, he apologized and told me he has had this conversation with several other customers in the past who have had this issue. To my surprise, there has been other individuals that have had repeated issues with vehicles and have had to have CarMax buy them back! He admitted that they wouldn't tell this to customers normally but that he was just being honest with me! I know that dealerships do not have control over when vehicles have issues but the fact that I have had repeated issues with vehicles that I have purchased from CarMax is very concerning. What is even worse is rather than taking my vehicle back to CarMax to get checked, I chose to take it to a mechanic from the warranty list because I do not trust the technicians at CarMax due to my prior issues with my other vehicle. In a 2 year time span, I have had issues with 2 different vehicles I purchased from CarMax. Similar to the last vehicle I had, I just made my car payment and am now without my own vehicle.

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