Complaint Review: CarMax Kearny Mesa

Like many others, I have been having problems with CarMax since I purchased my vehicle. It has been one lie after another and completely getting the run-around. After many tired attempts at getting some resolution, I decided to contact the BBB. That is also a waste of time. "Start with Trust" they say. Trust who?? I filed my original "complaint" on 18 July 08. I did not get a reply from CarMax until 05 Sept 08. Below is the reply I received - along with my response (all CAPS) back to CarMax. I am now waiting to see how long this reply will take. I have also been told by CarMax that they had no record of any of the times I took the vehicle in for repairs since they never did any repairs, they had no need to "open a ticket." Interesting now how they reply back with dates and reasons why I took the vehicle in.

Dear Ms. BBB Rep:?

?I am writing in response to your letter which forwarded the complaint of Mr. Smith. ??

On December 14, 2007 Mr. Smith purchased a 2004 BMW X3, (the Vehicle) from CarMax. Mr. Smith stated in his complaint he has had service issues that have not been addressed. According to Mr. Smith he's been informed on several occasions that nothing is wrong with his Vehicle. He also stated that he would like CarMax to extend an appraisal offer of $18,500 or exchange his Vehicle for a vehicle of equal or lesser value.

??On December 31, 007, Mr. Smith brought the Vehicle to CarMax with a concern that there was a rattle in the driver side door. CarMax inspected the Vehicle and found the door to be misaligned. CarMax aligned the door at no cost to Mr. Smith.?
THERE IS NO REASON WHY I WOULD NEED TO PAY ANYTHING SINCE THE VEHICLE HAD ONLY BEEN PURCHASED TWO WEEKS PRIOR AND THEREFORE STILL UNDER THE 30 DAY WARRANTY. ALSO, THEY DID NOT ALIGN THE DOOR, THEY LUBRICATED THE SEAL STATING IT WAS DRY AND NEEDED TO BE KEPT MOIST.

?On February 26, 2008, Mr. Smith brought the Vehicle to CarMax with a concern that the driver side door rattled. CarMax inspected the vehicle and tightened all screws and bolts.?
IF THE DOOR HAD BEEN FIXED PROPERLY ON 31 DECEMBER, I WOULD HAVE NO NEED TO BRING THE VEHICLE BACK IN FOR THE SAME REASON.

?On May 2, 2008 Mr. Smith brought the Vehicle to CarMax with a concern that the brakes were worn and the driver and passenger door was rattling. CarMax inspected the Vehicle and found the brakes were within specifications and no repair was needed. CarMax cleaned and oiled the window runs.?
FIRST OF ALL, I DID NOT MAKE ANY MENTION OF THE DOOR RATTLING DURING THIS VISIT. THIS WAS BROUGHT UP BY THE SERVICE ATTENDANT (WHO WAS FIRED) WHEN HE WENT TO TAKE THE VEHICLE FOR A DRIVE TO LISTEN TO THE BRAKES AND STATED I CAN'T FIND ANYTHING WRONG WITH THE BRAKES, BUT BOY, THAT DOOR IS MAKING A LOT OF NOISE, IT WOULD DRIVE ME CRAZY. ON THE BRAKES, THEY WERE NOT WITHIN BMW SPECIFICATIONS AND THE TECH WHO DID THE BRAKE INSPECTION WAS FIRED FOR NOT PROPERLY MEASURING THE BRAKES PER BMW SPECIFICATIONS.

?On June 13, 2008, Mr. Smith brought the Vehicle to CarMax stating that the brakes squeaked, the body flex in the doors caused excessive popping, and the steering wheel would shake at high speeds. CarMax installed new brakes, pads and machined the rotors to resolve the break problems. Oil was added to the window seals and door stripping to address the popping noises. CarMax was unable to duplicate Mr. Smith's concerns with the wheel vibration.
THIS VISIT WOULD NOT HAVE BEEN NECESSARY HAD THE BRAKES BEEN INSPECTED PROPERLY ONE MONTH EARLIER. BECAUSE OF THIS, THE BRAKE SENSOR ALSO NEEDED TO BE REPLACED AT MY EXPENSE BECAUSE OF A CARMAX TECH ERROR. SINCE THE BRAKES WERE REPAIRED, THE STEERING WHEEL NO LONGER GOES FROM SIDE TO SIDE DURING DRIVING. AT NO TIME DID I STATE THAT THE STEERING WHEEL WOULD SHAKE. DURING THIS VISIT, CARMAX ALSO MADE ME CHANGE THE OIL STATING IT WAS DUE AND I WOULD VOID THE WARRANTY IF I DID NOT. THE EXTENDED SERVICE PLAN STATES THAT I MUST MAINTAIN ALL VEHICLE MAINTENANCE ACCORDING TO MANUFACTURER RECOMMENDATIONS. AFTER THE FACT, THEY REALIZED THEY CHANGED THE OIL 7500 MILES EARLY BY BMW SPECIFICATION. YET ANOTHER TIME WHEN CARMAX IS NOT AWARE OF BMW SPECIFICATIONS AND IT COSTS ME MONEY OUT OF POCKET.

??On July 11, 2008, Mr. Smith brought the Vehicle to CarMax stating the sunroof was inoperable and the vehicle would die out when using the air conditioning, cruise control, or when on long drives. CarMax was unable to duplicate either concern and suggested to Mr. Smith that he take the vehicle to a BMW dealer for service. ?
FIRST OF ALL, TAKING THE VEHICLE TO BMW DEALER FOR SERVICE WAS MY IDEA AFTER TALKING TO THE GENERAL MANAGER AT CARMAX AND REALIZING THAT CARMAX WAS NOT CAPABLE OF PROVIDING ANY SERVICE FOR THE BMW AS HISTORICALLY HAS BEEN DEMONSTRATED AND AS HE STATED I HAVE OVER 450 VEHICLES ON THE LOT AND CAN'T BE EXPECTED TO KNOW EVERYTHING ABOUT ALL THOSE VEHICLES. ONCE I TOOK THE VEHICLE TO BMW, THEY IMMEDIATELY STARTED ASKING RELEVANT QUESTIONS AS TO WHAT WAS WRONG WITH THE VEHICLE. AFTER RUNNING DIAGNOSTICS ON THE VEHICLE, IT WAS DETERMINED BY BMW CORPORATE, THAT THERE WAS A SOFTWARE ERROR THAT NEEDED TO BE RELOADED. THE ONBOARD COMPUTER NEEDED TO BE COMPLETELY UPLOADED. THE VEHICLE WAS AT THE BMW DEALER FOR ABOUT THREE WEEKS WHILE THEY REPAIRED WHAT CARMAX SAID WAS NOTHING WRONG. ON THE SUNROOF, I'M PERPLEXED WHY CARMAX STATED THAT THERE WAS NOTHING WRONG WITH IT, AND WHEN I GOT THE VEHICLE BACK FROM CARMAX AFTER THEY DETERMINED THAT THERE WAS NOTHING WRONG WITH IT, THERE WAS A TEAR IN THE SUNROOF SHADE THAT WAS NOT PREVIOUSLY THERE. ALSO, IF THERE WAS NOTHING WRONG WITH THE SUNROOF, WHY DID IT DERAIL WHEN THE ATTENDANT AT THE CARWASH TRIED TO OPEN IT RIGHT AFTER LEAVING CARMAX? IRONICALLY, I JUST PICKED UP THE VEHICLE FROM BMW TODAY (05SEP08) BECAUSE THE SUNROOF CASSETTE NEEDED TO BE REPLACED ANOTHER PROBLEM CARMAX STATES THEY WERE NOT ABLE TO DUPLICATE! ONE FINAL NOTE ON THE DOOR, BMW ALSO REPLACED THE SEAL ON THE DOOR AND IT IS NO LONGER MAKING ANY NOISE. GOES TO DEMONSTRATE THAT CARMAX IS NOT FAMILIAR WITH THIS VEHICLE AND NOT CAPABLE OF COMPLETING EVEN THE SLIGHTEST REPAIRS.

?At this time CarMax feels Mr. Smith's concerns have been adequately addressed. Mr. Smith received an appraisal that has since expired and CarMax declines to extend an appraisal offer of $18,500. If you have any questions, please contact me at (804) 747-0422, ext. 4210. Thank your for providing CarMax with an opportunity to respond.??
IN CLOSING, I DO NOT BELIEVE CARMAX HAS ADEQUATELY ADDRESSED ANY OF MY CONCERNS. I DO NOT BELIEVE THAT THEY HAVE ADDRESSED ANY OF MY CONCERNS AT ALL. AS A RECAP, THE DOOR WAS NEVER FIXED PROPERLY BY CARMAX, THE BRAKES WERE NOT PROPERLY MEASURED, THE OIL WAS CHANGED ERRONEOUSLY, THEY COULD NOT DUPLICATE THE CAR DYING, OR THE SUNROOF DERAILING. AND TO ADD INSULT TO INJURY, MY COMPLAINT IS HANDLED BY A CUSTOMER RELATIONS SPECIALIST WHO I HAVE TALKED TO ON THE PHONE PREVIOUSLY, AND SHE LIED TO ME THEN! SO WHY WOULD I HAVE ANY REASON TO BELIEVE THAT SHE WOULD MAKE ANY ATTEMPT TO RESOLVE THIS NOW?

I FILED A COMPLAINT WITH THE BBB BECAUSE I HAVE ALREADY TRIED TO COMMUNICATE WITH CARMAX THROUGH THEIR CUSTOMER RELATIONS DEPARTMENT WITH NO RESOLVE. AS THEY HAVE EXPLAINED TO ME, THEY ARE A LIASON BETWEEN THE CUSTOMER AND THE STORE. THEY REFER EVERYTHING BACK TO THE STORE FOR RESOLUTION. IT APPEARS THAT CARMAX IS NOT INTERESTED IN THE CONSUMER AFTER THEY HAVE YOUR MONEY. I FILED A COMPLAINT WITH THE BBB IN HOPES OF TAKING THESE ISSUES TO A HIGHER LEVEL. I REFUSE TO ACCEPT ANY RESOLUTION FROM ANY CUSTOMER RELATIONS SPECIALIST. IF CARMAX INSISTS ON ALL COMPLAINTS GOING THROUGH THE RICHMOND BBB BRANCH, THEN I INSIST ON COMMUNICATING ONLY WITH SOMEBODY IN A MANAGEMENT POSITION THAT MEANS SOMEBODY CLOSE TO THE CEO, VP, ETC. AND I ALSO EXPECT A MORE PROMPT RESPONSE THIS TIME.

Very truly yours,?
Alisha Ward
Customer Relations Specialist

R/
Smith

"Mr Smith"
San Diego, California
U.S.A.

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