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We are in the market for a blue, [protected] Toyota FJ Cruiser. Found one in two locations; Nashville & Georgia on Car Max's website. My husband called on 11/20 and spoke to Renee at the Knoxville location. After some discussion, she said the vehicle could be transferred and we would be contacted upon arrival. The next day on 11/21 Renee called my husband and told him that they could not transfer the vehicle unless we had the intent to buy. When my husband told her the reason we wanted to drive it first before buying (duh!) Renee told him that we should find one in the area and test drive it and if we liked it, they would transfer the vehicle. My husband told her that there was no way to compare driving a new vehicle to one that's 3 years old. Renee said that they could not transfer cars everytime a customer wanted to take it for a 'test drive' and that her manager said she could not make the transfer. She also stated that the vehicle had several blind spots...my husband asked what that had to do with them bringing one to Knoxville and she could not give a legitimate answer.
I got online and checked out their transfer policy and feel that their claims are false advertising. The policy for transfers even states that you are not obligated to buy the car once its transferred, nor did the policy state that you must commit to buying the car before a transfer is made. There are transfer fees on some but not on others; there was no fee on either vehicle I was interested in.
In summary, Renee stated that we should test drive a local one first but what she didn't know was that I had already done that and if the vehicle I wanted them to transfer had proven worthy, we were ready to buy on the spot! I have filed a complaint with CarMax and realize it will get me no where but somebody needs to train this gal how to sell cars. Would you buy a car online without test driving it first? That's what CarMax wants you to do!
The complaint has been investigated and resolved to the customer’s satisfaction.
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