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Carmax

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Nikki of Austin, TX August 27, 2009

I am so discusted with CarMax its not even funny! On May 27, 2009 I purchased a car from CarMax south that I paid CASH for (just under 10,000!!). Since that time, the car has been in the shop about 5 times for repairs. On May 28th, I noticed it was shaking while I was idoling at stop signs, red lights, etc. So I called the tech at the store, named Scott, and he told me this was a normal problem and not to worry about it. After speaking with my step dad, whom used to be a mechanic, about this he told me to take it in. So after the car had been there twice and they "fixed" two different things on the car, they told me it was fine to drive. NOT TRUE!

After about 3 days of getting the car back the second time, it started shaking not only while idoling, but while driving as well, and I mean VIOLENTLY SHAKING. It also will stall out on you while your at stop signs, backing out of parking spaces, etc. (It's an automatic...should NOT be stalling!) It even turned off on me while I was driving down Mopac at 60mph!! I have spoken with the manager of the store, Zach, the mechanic's manager, Russ, and the cooperate office, and have no solution. It is going on FIVE WEEKS that they have been fixing my car. I called to complain about it this morning, and this afternoon my car is MAGICALLY FIXED!! Yeah right!

We contacted the head mechanic at the Dodge dealership that actually worked on it, and he said he was NOT confidant that it was fixed and that he wouldn't put his daughter in it! CarMax told me it was fixed, but I dont think so! I refuse to put my life or my childs life at risk for this car! I think CarMax should replace my car for me! Keep getting the run around, I am so sick of them lying after they sold me a DEATH TRAP!!!!

Veronica of Irving, TX August 10, 2009

I can't even begin to explain how disgusted I am with CarMax. Prior to this I have purchased three other cars wit them and will NEVER go back to another CarMax again. I purchased my Lincoln LS 2005 three months ago. Since them have had nothing but trouble.

A week or so after I drove it off the lot the breaks started squeaking. I took it back and in the next 30 days had to go back 5 times because it was never fixed right --all they kept saying is we will check the breaks. Finally they had to send it to a Lincoln dealership to have them change the breaks. The supervisor at the local CarMax even told me on MY 3rd visit that its because they put cheap breaks on it but they fixed that. Should have known then!

Well a few weeks ago I took it to the Lincoln dealership to have the AC checked because it was not cooling right. I was told it had never been serviced and had mildew and crud in it so it was going to cost 215 to correct that, clean it out, service it, check lines, etc!

Well a few weeks the car starts having problems running so I had to take it in AGAIN. I was told that there was no real service done by CarMax and that I need a list full of things, flushes, line checks, maintenance, etc and they had to replace a bad coil. Another 883. I had only made my second payment and am already down 1098.

Additionally I commented about all the problems I had with CarMax because I had to have a break service done as well and Richard indicated that he remember my car when CarMax brought it to change breaks. He said he recommended this service to them at the time but they said no just change breaks.

Car Max is supposedly CERTIFIES cars before they sell them; we know that is not the truth given my experience. When I contacted Carmax home office with all the issues I initially had--they were very uncaring and non-concerned. The response I got is we will contact the local GM. What did he do--simply had a manger GREET ME! Ya, like that made a difference!

I think they should be responsible to reimburse me the 1098 I have already spent just getting this car up to par. it is in the SHOP AGAIN because there is an issue with the AC valve! What a horrific experience. I have spent more on maintenance then on my (now) three car payments!

Julio of Victorville, CA July 10, 2009

History of a Grand Caravan 2007, sold to us with a defective catalytic Converter on February 1, 2009. Also the rear shock absorbers were completely useless, and collapsed preventing car damaged to rear chassis frame. We were fully confident of the good used car quality advertising many points inspection, and guaranteed satisfaction, on TV, and newspapers by CarMax Super Stores.

Two Day after we bought it, on Feb 3rd we detected an intermittent rattle noise coming from under the Car. It did not last long as it went away, re-appearing only at random. We look all over trying to find some loose hardware, but found none. On Feb the 5th of Feb, the rattle got stronger, but will fade away quickly. We wanted to take the car for an exchange to CarMax, but again, the noise disappeared, and had nothing to show to a mechanic at CarMax Car Service Stores.

On Feb 13, 2009, another situation began to developed. [Had it repaired at PepBoys.] The phantom rattle continue, on and off, but gotten worse, we decided to take it in to CarMax repair Center before the 30 days guaranteed expired, on Feb 30, 2009. He gave us permission, and issued a work order to take it to Clippinger Chrysler in West Covina, for a quick Converter check up using their electronic code detector for the Torque Converter that CarMax Service personnel said they did not have in their local shop, as they did not repair torque converters. We quickly took the car there.

The random loud intermittent rattle persisted, the engine shaking badly, lack of power kept on coming at any time at 65 miles/hour, but especially stopping in Red lights, and Stop Signs. But it will disappear. We finally decide to drive the car until the rattle became unbearably evident. Car had no engine power, and extremely hot.

Finally, very upset, we took the car to Victorville Chrysler dealer, in Victorville. The technician confirmed the very loud rattle, shaky engine, and documented it. After six days of trying to find the problem, I WENT TO SEE THEM, AND THEY WANTED TO REPLACE THE ALTERNATOR, AND SAID THE REAR MUFFLER RESONATOR, was defective, it needed replacement, that's were the loud rattle was coming from.I asked them if car was fixed, they said not, I asked to give me my car back on June 09, 2009. And asked to charge the cost of the non-repair to my account, but told them they could not charge CarMax Insurance, because the problem was still there. They decided not to charge either account. I took the car back, still NOT FIXED.

We took the car to Howard Muffler repair shop, in Victorville. I knew the man to be an expert mechanic, and muffler expert. The guy quickly raises the car, and proceeded to hit the catalytic Converter with his glove protected fist, immediately said "The catalytic Converter core is broken into pieces, and need quick replacement because of it's extreme heat, but I cannot do it, only the Dealer can re place it because of 2009 Car, California Law"

We went back to the Victorville Motor Dealer. A manager by the name of Marshall, said "The problem is in the back of the muffler, in the muffler resonator, and it needs replacement."I told him to replace the Catalytic converter that was broken in pieces inside. He said "I cannot replace it, the Chrysler FACTORY will not pay for it, everyone knows they are in bankruptcy. Besides I don't think it's the Catalytic Converter, keep driving the Car, when the rattle becomes very loud bring the car back for re-evaluation, then we will check it again." By now, the car was getting extremely hot after a few about fifteen minutes operation; my wife began to be afraid of driving the car because it could suddenly become a ball of fire while driving me to the Hospital. We decided to call CarMax Service Department. I called on June 10, 2009.

CarMax Service personnel, instantaneously said, "The bad Catalytic Converter it's not our problem, it's your problem, it's guaranteed by Chrysler Manufacturer for 80,000 miles, so we have nothing to do with the repair." I told him he needed to help me, as I bough the car there just three months ago, he fumed some, and thought, then said "You need to call this number for chrysler, see if they can help you, call Chrysler Factory Warranty and see if they can help you." I asked him if I couldn't get help from the number, then what? He then said, "Perhaps, but I'm not sure if I can help you, this is your problem, but possibly a muffler shop may help"

On June7, 2009, I called Chrysler Factory Guaranteed service. A Service Representative listened to the car situation, and called Victorville Motors, they told him the muffler resonator was defective, not the Catalytic Converter. He called me back, then, I told him I have taken the car to two muffler expert shops in town, they diagnosed it, a broken in pieces Catalytic Converter. I told him to call Jeep Chrysler Dealer in Ontario. They agreed to check the Car. We sent car in Tow truck by AAA, because of the engine terrible high temperatures during operation. Ontario Dealer, they found a core disintegrated catalytic converter.

I have given the Service Representative in Ontario Dealership our CarMax Insurance Policy that we paid for during the initial car buying to pay for repairs and parts in case of a break-down. We thought if something else could be bad, but not covered by the Chrysler Manufacturing; An Insurance Service Representative working for the CAR MAX insurance Company, by the name of J. Zabala, talking to Ontario Service representative, she said, to me, "Mr Zabala said, will not pay for the two new Oxygen Sensors that Ontario service had replaced, nor the labor for the work, after the new Catalytic Converter was installed, all because, they affirmed the two old Oxygen Sensors should have fail to prevent the Catalytic Converter to burn, and break in pieces inside, therefore, the obvious reason, if preventive failure we do not care to pay our money, but the Chrysler, and the customer money it's ok to pay." I ended- up paying for the two sensors, and the labor, for a total of 289.61 to get the car repaired after five months of disgusting troubles.

We did pay for the sensors and labor, from our pocket, but we will need to cancel the CARMAX Insurance. California Car Dealers act as afraid to deal with the Insurance Service Representatives working for CarMax Insurance, from Chicago! I personally called CarMax Insurance in Chicago, talked to Mr. J. Zabala. I was surprise by his nastiness, his lack of Customer Service discipline, such an argumentative individual, impossible to deal with him! How can all this allowed to happen, unless the profit motive, like always is more important than honesty! When a belligerent CARMAX Insurance Representatives have the power to call the shots to the Dealer, if to pay or not to pay, for a defective part removed from an engine by a qualified mechanic, after the replace component has been properly documented on the bill given to the customer to pay.

Sandra of Eden, NC July 6, 2009

I purchased a vehicle from CarMax three 1/2 years ago- it was used so I know the Lemon Law will not apply- but I am hoping that the Magnus Moss Warranty Claim will- or some other statue. It has continually given me trouble from the time I purchased the car; I did get an extended warranty- 36 months or 36,000 miles. While it was still under warranty it was in the repair shop for approx 2 1/2 months, CarMax put approx 4,000 dollars worth of work/ parts into the car to get it running properly. I put out of my pocket approx 1,500 into the car at various times for various mechanical problems. I tried to get CarMax to renew the extended warranty when it ran out but they would not. The check engine light has been on for at least 90% of the time that I have owned it. It is now requiring a new motor- the "cam- Journals" are shot. My mechanic said the motor would be 6- 7,000 and to install would be another 2,000. I still owe approx 5,500 on the vehicle. Do I have any hope in getting some help from CarMax or am I stuck owing for a Lemon that is not worth another dime of my money.

Valentine of Brookeville, MD July 6, 2009

On 8/9/2005 I was sold a 2004 Cheverolet Impala LS from the Sales Manager at Carmax in Rockville, MD. I have had continuous problems since purchasing this car. I have an oil problem, break problems, gauge for gas tank stopped working after 90 days after purchasing the car. Most of the gauges don't work and overheat. I pulled a carfax on my car an saw that it was a rental/fleet vehicle in Michigan in 4/27/2004 since it was brand new. I have attempted to deal with carmax and they indicated there was a Maryland class action suit.

Carlos of Davenport , FL July 4, 2009

I bouth a VW Touareg on May 2008, since that time I took the truck already to the shop 8 times, first was the flat tire sensor took 4 times( 2 with carmax and 2 with VW) but at the end was fixed. Since June 2008 the headlights were flickering, On January 2009 The left side shot down and the right one still flickering. I took to carmax and they fixed the letf one but for the right one they said I have to wait until shotdowns as well.

In the mean time I was dealing with the check lights sensor, on May I called Carmax and told them that the right side was shutting down and scheluded an appoitment for service, the order the part to be fixed and scheduled another appoitment, when I took the truck, they said the part was in good condition and they replaced the bulb and do not changed the damaged part. On my way home the check light sensor turned on again.

I called carmax again and they said bring the truck and we will take to VW. At the VW shop, the changed the bulb and "repaired the wiring system, and the carmax paid for it because was not included on the extended warranty. They said they updated the headlight system and is not part of the warranty.

When I left the truck at the carmax shop I had almost half of gas tank, they drove my car with the light problem and used the whole gas to drive roundtrip to the shop and never put any gas on it. I had an arguement with the manager (Steve), he said that he will not pay for gas and I have to appreciate they paid for the light"update" and I need to leave the shop because he was done with me.

One week later, the right headlight shut down and I called carmax to let them know about it, they said they closed the doors for service due the argument I had with them and I need to take to VW on my own, and I need to start in zero with my issue and I am not alloud to visit carmax anymore.

I called VW to schedule an appoitment and they will be checking the truck on Monday. Gas money almost 200 to take the car to the shop and still with the same problem. Now I have to take to VW which will be more expensive to pay deductible and start in zero, since this problem should be fixed on January 2008, the first time I took the truck to carmax.

Lydia of Calumet City, IL June 27, 2009

On May 26,2007 I purchase a 2002 Cadillac Escalade EXT. On June 25, 2009 I went to Patrick BMW to purchase a car using the Cadillac as a trade in. From Patrick BMW they pull a carfax (Vehicle History Report) That's when I found out #1. The mileage on the Cadillac was not the actual Mileage; #2. The Cadillac had been in an accident; #3. There is a problem with the title. All these things was in the Carfax Report from Patrick BMW.

When I purchase the Cadillac from CarMax they said and I signed a Odometer Disclosure Statement stating that the Odometer was the actual mileage; and they did not tell me the Cadillac was in an accident, I would have never bought it. In addition, the Cadillac is finance thru Capital One Auto so I didn't know that there was a problem with the title. CarMax did not give me any information or choose not to tell me about the cadillac I Paid 26,738 for this Cadillac with 15,000 down. Patrick BMW said the Cadillac trade is 5,000.00 because of the problems that was reported from Carfax.

andrew of moreno valley, CA June 21, 2009

I bought a 2005 grand jeep cherokee on 1-21-09 and when i purchased the car they asked if i wanted the extended warranty, which i purchased. On 6-12-09 the transmission on my car went out so i took the car to carmax and was informed it was covered under my extended warranty as well a loaner car. several days later i was told the car is not covered under extended warranty and that the orginal manufacturer's warranty drive and train should cover it. I contacted the manufacturer and they said that that drive train had expired because it was never transferred over to the second owner. I informed them when i purchased the car no one ever mentioned that. I was only asked if i wanted the extended warranty and what it covered thru carmax.

The manufacturer said that the carmax extended warranty would cover it. I spoke with anette several times and she stated that her operations manager and her both agreed that the extended warranty should cover the car. She also stated that the extended warranty did not want to cover it because they feel the drive train warranty should cover it. Meanwhile with them going back and forth I have a rental car that they are telling me I have to pay for as well as a 100 deductible , and towing of car to carmax of 130. All of which my extended warranty says that they cover: a 50 deductible and loaner car and towing. They have still not fixed the car after a week all i have been told is that my car is at an autoshop and they were going to look at it

William of Cayce, SC May 27, 2009

My 2000 Ford Explorer's transmission died as soon as the extended warranty was up. It only has 80000 miles on it and now I'll have to pay close to 3 grand to fix it. I have had several problems with the car during the time it was under warranty and I had to pay 50 dollars to car max each time. During the first month of owning it the brakes needed to be worked on.

The car once started smoking and a fuse had to be replaced. The rear wiper broke. The radio has broken twice. The handle on the passager side fell off. I also had to pay about 500 dollars to fix the door because it would not unlock. There have been numerous fuel system issues as well. around 4 thousand dollars

gerald of baltimore, MD May 27, 2009

i purchased a 2006 envoy in march 2009 and while getting an oil change and 27 point inspection at a chevy service center, i was told that the noise i was hearing was the idler wheel pulley. i called carmax and scheduled an appointment for them to check out the findings. they called me later in the day to not only confirm the pulley being bad but to also state that the control arm, serpintine belt, and another belt needed to be replaced as well. i was then told that the warranty does not cover the belts and it would cost me 67.00 for the belts plus the 50.00 deductible.  i paid 1789.00 for an extended warranty which seems to be a joke.

the carmax warranty program is a rip off as well as their so called recnditioning program.  if my vehicle was put through a 127 point inspection as carmax proclaims they do, why were'nt the control arm and the pulley problems found in stead 2 months after the vehicle was sold.  also, having customers spend at least 1000.00 or more for a warranty and then charge them a deductible for each visit is wrong and dose'nt seem like a fair practice.  it should be looked into.

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