My Wife took her Cadillac to Car Max Branch in Boynton Beach, Florida for a service issue on January 29, 2014. The vehicle was dropped off at the service department and she handed the keys over to the service advisor.
The service department had the car in service for over one month, as they could not locate the mechanical problem successfully, but were aware that the problem did exist. They did however, replace parts that they thought would rectify the problem, but repairs carried out were unsuccessful, and the mechanical issues were not rectified. Car Max while unable to rectify the problem sent the vehicle to an outside vendor who specialized in our model of Cadillac ( Auto Nation ) in order to attempt to locate and rectify the problem that Car Max was unable resolve. According to the service documentation that I later obtained from Auto Nation in Green Acres, Florida; the vehicles problem had been rectified by them, and was awaiting collection by Car Max for over one week. No one from Car Max made any attempt to collect the vehicle, and our car sat in Auto Nation's service parking lot from February 28 until the early hours of March 6, 2014. In the early hours on March 6, 2014 the vehicle was stolen from the service lot and later found vandalized, rendering the vehicle a total loss by our insurance company.
Auto Nation finally reached out to us because of the intervention of Jenn Strathman of" News Chanel 5 Watchdog " Due to the prevailing situation we were left with no choice but to purchase a replacement vehicle from Auto Nation or we would be left without any form of transportation. It took over 20 days for the corporate office at Car Max to finally call us. I am certain they would never take the time of day to reach out to us and possibly would hope that all this would just go away. This is a typical example of Car Max's egregious behavior towards me and consumers in general. As a result of my conversation with Car Max corporate all I managed to receive was a blank GAP insurance claim form and noting more. At least Auto Nation made us an offer of a replacement vehicle at a reduced cost. We never thought we could take our car into service and have it stolen and the company who had our car in their care would not assist us in this terrible situation.