CarMax Another unhappy customer over 16 visits to the service department the business that doesn't give a dam Kennesaw Georgia
I bought the 127 point check list and "quality guarantee" from CarMax's advertising and purchased a 1998 Ford Explorer on September 1, 2001 - it only had 37,382 miles on it and I purchased the extended warranty with all confidence. Poor, misguided, gullible customer.
This vehicle has been in their repair shop 8 times now and at a Ford Dealership 3 times. It has a problem that either they can not fix or refuse to fix - it is always the 3d spark plug and the O Sensor (5 occasions), twice for head work and once for manifold exhaust leaks due to stripped bolts. That is just it in a nut shell.
The car has had new thermostat, gaskets, IAC Valve, plugs/wires, igition coil, head gasket repairs twice, hose to DPFE (routely incorrectly from a previous repair). 4 different 27 point checks, fuel injection system cleaning (twice), fuel filters and PVC System check and clean. -That's just the highlights.
That is upsetting enough, but when I spent 3 hours at the dealership on Saturday, September 13, waiting to speak to someone in management(neither operations manager nor general manager were available - and neither was the service manager or any assistants)I was really getting upset. I finally got to speak with a new car sales manager, very nice and understanding, but of no use. I was told -and this is nearly perfect quote, "you have the extended warranty, if it breaks down again, we will fix it again". I finally left in total frustration, took the car straight to a Ford Dealership and had they check out the latest head job. That's when the stripped bolts were found.
I carried the car back to CarMax on Monday - with my son in tow, and again sat in the lobby at CarMax for 3 hours waiting to speak to the General Manager, Ed Ragsdale, about this car. (1) He was on the phone. (2) He was in a meeting. (3) He was attending a very important employee luncheon. Finally - litterally after calling the corporate Customer Relations Department from the parking lot with my cell phone, another Sales Manager came running out. Of course, he had no authority either. But, miracles or miracles the Service Manager did finally appear with his chief mechanic. All agreed that the bolts were in fact loose and needing replacement. Again, assurances all around - everything would be personally handled by the Service Manager and his mechanic and they would personally keep me informed (both lied on that point).
I picked the car up (more lies but not enough room to fully detail here) on Saturday, October 11 (fixed bolts), drove it to work on Monday (approximately 32 miles) and on the way to work on Tuesday - the same check engine light comes on again, Proving what I had tried to tell the "managers" and wanted to explain to the General Manager - but he's much too busy to discuss such a problem with a customer.
The first statement upset me - about the warranty, the customer service rep at the corporate headquarters informed me he had no supervisor to speak to, the general manager had no time for me although I have spent nearly 8 hours setting in the lobby of the dealership patiently waiting and finally, I was told by the sales rep, that the General Manager had no authority to either replace, repair or buy back my vehicle.
I did get their appraisal - about $6000 less than I owe on the vehile.
There is much more to tell, but well, you get the picture. N. Dallas, Georgia
13 Updates & Rebuttals
RLT0513
Winchester,Tennessee,
United States of America
N/A
#14Consumer Comment
Tue, December 11, 2012
You're an a**
Douglas
Sandwich,Illinois,
U.S.A.
Ford will work on the vehicle
#14Consumer Suggestion
Thu, November 04, 2004
The warranty that was purchased is the Maxcare warranty. One of the nice things about the warranty is that it offers a rental car and towing...but for the customers convenience and preference they choose whom they wish to service the vehicle. It may be worked on by Carmax, the local Ford dealership, or any other certified shop. So please, utilize the warranty by taking advantage of all your options.
Douglas
Sandwich,Illinois,
U.S.A.
Ford will work on the vehicle
#14Consumer Suggestion
Thu, November 04, 2004
The warranty that was purchased is the Maxcare warranty. One of the nice things about the warranty is that it offers a rental car and towing...but for the customers convenience and preference they choose whom they wish to service the vehicle. It may be worked on by Carmax, the local Ford dealership, or any other certified shop. So please, utilize the warranty by taking advantage of all your options.
Douglas
Sandwich,Illinois,
U.S.A.
Ford will work on the vehicle
#14Consumer Suggestion
Thu, November 04, 2004
The warranty that was purchased is the Maxcare warranty. One of the nice things about the warranty is that it offers a rental car and towing...but for the customers convenience and preference they choose whom they wish to service the vehicle. It may be worked on by Carmax, the local Ford dealership, or any other certified shop. So please, utilize the warranty by taking advantage of all your options.
Douglas
Sandwich,Illinois,
U.S.A.
Ford will work on the vehicle
#14Consumer Suggestion
Thu, November 04, 2004
The warranty that was purchased is the Maxcare warranty. One of the nice things about the warranty is that it offers a rental car and towing...but for the customers convenience and preference they choose whom they wish to service the vehicle. It may be worked on by Carmax, the local Ford dealership, or any other certified shop. So please, utilize the warranty by taking advantage of all your options.
Dan
Atlanta,Georgia,
U.S.A.
Abuse such as "hot roding" and "racing" vehicles can do enormous amounts of damage that may not be covered
#14UPDATE Employee
Sun, October 03, 2004
What you don't see on this site is how Randy made all sorts of modifications to his son's Toyota which subsequently lead to the demise of the engine in the car. Abuse such as "hot roding" and "racing" vehicles can do enormous amounts of damage that may not be covered. Maintenance neglect is also a huge factor. You would not believe the amount of people who think their vehicle is "gas and go."
If the manufacture of the vehicle can not locate and repair the problem what makes you think that deceit is involved?
Randy
Douglasville,Georgia,
U.S.A.
I see I am not the only custormer carmax has lost
#14Consumer Comment
Sat, May 15, 2004
Sorry but after having a very bad time with the service dept at the Kennesaw Carmax I have to agree with this person. Also if you rear more on this thread you will see there are more horror stories about the same Kennesaw carmax. They DO NOT honnor thier warranties even if you pay extra for 4 years. I had to buy a new motor for my Toyota because Kennesaw Carmax refused to honnor the warranty. I had had the car for 2 months. From the looks of the post about this Carmax I see I am not the only custormer carmax has lost for life!!P.S I also talked to the main headquarters and got nowhere..
Melissa
Covington,Georgia,
U.S.A.
Georgia Lemon Law
#14Consumer Suggestion
Thu, May 01, 2003
N should consult a lawyer regarding this issue because the Georgia Lemon Law states that after 3 attempts to correct the problem the car dealership is required to replace or refund the automobile entirely. No questions asked.
Obviously CarMax has had it more than 3 times!
Good Luck!
Alan
Sterling,Virginia,
U.S.A.
Regardless, he should seek help.
#14Consumer Suggestion
Thu, February 13, 2003
Here is a quote from the lemon law
"...will handle claims including odometer fraud, consumer rights, computers, warranties, spot delivery fraud, used car lemon cases, defective automobiles and all other vehicles such as motorcycles, vans, trucks, RV's, and boats."
This isn't to say that Carmax isn't responsible. I just suggest N contact a firm that specializes in Georgia's lemon laws. Most firms offer a free case evaluation. It wouldn't hurt to try.
Sandi
Portland,Oregon,
U.S.A.
Response to previous comments
#14Consumer Comment
Thu, February 13, 2003
In response to Alan's comment - I don't think Ford will do anything. The truck's out of warranty (I believe Ford's warranties are 3/36), and N did not buy the vehicle from a Ford dealer. Ford has no interest in backing up a Carmax dealership. Ford has not been doing the repairs on the truck either.
Alan
Sterling,Virginia,
U.S.A.
The problem appears to be Ford
#14Consumer Suggestion
Wed, February 12, 2003
What you have described seems to fit the description of a lemon moreso than an uncaring service center. You even admit to taking it to the Ford dealership 3 times for repair, although it isn't clear if you had better results there. Does your extended warranty require you to take it to a Carmax service center? Most extended service contracts allow you to take it to any qualified service center.
I can understand the frustration of not being able to get your vehicle fixed, but choose who to blame carefully. People use these types of sites as a guide for making informed decisions, but the information provided is not always clear and is most often biased to support the person's emotional involvement in the situation. I would strongly suggest researching your state's lemon laws and see what your options are for having Ford buy the car back.
2 more trips to the service department since this report was filed
#140
Wed, October 23, 2002
First, in response to the comments from Buyer Beware. I have tried to cut my loses and loose the vehicle, unfortunately for me the loss is to the tune of $4,000 - $6,000 depending on the willing buyer. The other problem, I want the vehicle fixed, not just "temporarily", but permanently. Thirdly, they are just passing me around between the "labor force" and no one will fix the problem. On Thursday of last week, the Operations Manager said, "just give us 5000 miles, you'll see we fixed it right". The vehicle made it 510 miles before it starting running rough and the check engine light came on again. When I called Carmax Service, they told me I had to make an appointment to bring the car in - as if they (David) didn't know the history of the vehicle and my previous attempts to have it fixed -under warranty.
Finally, I took the advise of previous reader and sent fax to corporate headquarters - almost 2 weeks ago and I am still waiting to hear from the VP of Operations.
Informed
Phila.,Pennsylvania,
Buyer Beware
#14Consumer Comment
Thu, October 17, 2002
Why is it that you are blaming everyone else for your mistake? Did you ever hear of "Buyer Beware"?
And what do you think FORD stands for...Fix Or Repair Daily!
You bought the car. It is no one else's fault that you were stuck with one that needed repairs, especially a Ford and an Explorer no less! These trucks have the worst records of any truck/car on the road and you bought it. What did you expect? Why do you think the previous owner got rid of it with such low mileage? Probably because it continually neded repairs.
I understand your frustration at being ignored. But what do you want those people to do anyway? They have agreed to fix the truck because of your extended warranty. It's not their fault there are so many problems they can't fix them all before they happen. So cut your losses and get rid of it. You bought it.