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CB Car Dealers CarMax Warranty service - seat covers damaged during repair
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CarMax review: Warranty service - seat covers damaged during repair

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2:09 pm EST
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In April of this year I purchased a 2014 Ford Focus that I had transferred from the Waukesha store to Kenosha. I inspected the car after it was delivered to Kenosha. The car was in pristine condition and the only flaw I could find was a small section of the piping on the drivers leather seat back where it had about a 2" section where there was an abrasion. Over the next couple weeks I found the brake rotors were warped and that the driver's side seat cooling was not working. So I scheduled a time to bring it in for repair. First visit I was told the seat the issue was not repaired, and I would have to bring it in for a follow up visit when they had the parts to repair the issue. I was ok with it and rescheduled. On the second visit I was told the (lower) seat cover was ripped by the mechanic during the repair and they would need to replace it. Since I had an alternate vehicle, I told the service writer (Dan) that I was ok with them holding onto the car until the part came in and I would not need a rental. After a few days I was notified the car was ready, and I picked it up. I noticed a few issues with the seat after driving it home. The front (bottom) seat cover they replaced was used and in worse condition than the original and had a permanent mark embossed in the leather that cannot be removed or repaired. They also cleaned both the lower and back seat cover with some sort of solvent/cleaner that removed the protective coating on the leather so it was now tacky/sticky and not smooth like it should be. There was also a grease on the driver's seat headrest and a bloody handprint on the rear seat (which I cleaned off immediately - using leather cleaner - since the seats are 'ceramic' almost white/light tan color). I contacted Dan in regard to the issue and he said they would make arrangements to replace the driver's seat covers to correct the issue. I called a couple more times since the second visit, and I was told by Dan they were waiting on parts from the 'supplier' even more than a couple months after they made the last repair. Since 7/26 Dan has stopped responding to any messages I have left at his extension, and I have not received any information or calls. I have also called and left messages since then about the engine light coming on and the engine stumbling during acceleration which have been ignored and I never received a callback for.

This was my fifth car that I purchased through CarMax. The service I had on my previous vehicles was always well done and well handled with no issues. I always buy the extended warranty to make sure any issues found have the proper coverage for the initial years. This car was purchased above market value due to its excellent condition and the extended warranty was also purchased thinking that issues like this would be non-existent, similar to my previous purchases. I have always recommended CarMax to friends and family because I had found the transaction and resolution of issues to be worry free. After this experience, I don't think I will continue going through CarMax for any future purchases.

At this point I just want to get the seat covers replaced as promised by the service writer and be done with this. If possible, I would like to have it done at a different dealer since the result of the repair performed in Kenosha was subpar and response to my concerns has been non-existent.

Claimed loss: Seat covers damaged, replaced with used covers and returned in worse condition than when brought in for service.

Desired outcome: Replace seat covers as promised by service writer

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