CarMax review: Will not transfer vehicle

After an extensive search for a used vehicle, we located one in California. We spoke with a representative at our local CarMax dealership, but during the approximately two hours it took us to make a decision and drive to the dealership, the vehicle had already been reserved.

We asked the representative how we could prevent this from happening in the future. He advised us that if we found another vehicle, we should immediately place a "hold" on it. Once the hold was in place, he said he would be able to arrange for the vehicle to be transferred to the Greensboro location.

Shortly thereafter, we found another Lexus ES 350, this time in Jensen Beach, Florida, and immediately placed a hold on it.

I then contacted the local CarMax call center and was initially told that the transfer would be arranged. However, after being on hold for more than 30 minutes, the representative returned to inform me that she was unable to process the transfer. She explained that the Jensen Beach dealership would only sell the vehicle to a customer who appeared in person at that location.

This was confusing because the vehicle's online listing clearly stated that it could be transferred to Greensboro for a fee of $399. If a transfer is advertised and a transfer fee is listed, why would the dealership refuse to honor that option?

To make matters even more puzzling, I checked the listing again shortly afterward. The advertised $399 transfer fee had been removed, and the listing now states, "Only at CarMax Jensen Beach, FL."