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Carmax Krassi Marinov Used Car Retailer Glencoe, Illinois
I purchased my second car from the Carmax Glencoe store on March 28th, 2012, for the purpose of having transportation to and from work. Within a short period of time, I could feel and hear issues with the steering wheel, and I'd hear a metal against metal sound during my acceleration after I'd been to a complete stop.
Not knowing how serious the issues were, I took the car for a diagnoses at a National Tire and Battery (NTB), a convenient car repair facility near my residence. NTB did a FREE full diagnostics on the car and gave me close to a $2,000 quote for immediate repair, citing about 5 or 6 major issues. I'd had my car at that point for less then eighty days, using it to drive back and forth to work.
So, I called the Carmax Glencoe store and advised them of the issue. The service department advised me to bring the car in for their own diagnosis.
When I brought my car in for the Carmax diagnosis, I met the most incompetent Service Manager (Krassi Marinov). The Service Manager took a short drive with me to see if he could identify the issues I had advised earlier. However, he claimed he could only hear two out of the three issues I brought up (the steering wheel ones, he could not hear the metal on metal noise), and advised me that the inspection alone would cost me $174. Then, depending on his technicians advice, he'd let me know how much the actual repair would cost.
I advised the Service Manager that having only had the car for a short period of time I felt the Carmax of Glencoe store should cover the diagnosis and cost of repair. The Service Manager did not agree with my assessment, took my report sheet from NTB and gave me an ultimatum. Either I sign and authorize the $174 for the diagnosis bill or walk away with nothing. So, I authorized the inspection fearing I had no other choice. Later that day I called the Carmax corporate team and reached a Carmax Analyst (Customer Service Agent) named Russ Anderson, who assured me that he'd be able to resolve the matter in a way I would fine satisfactory.
I received a phone call a day later from the incompetent Service Manager who advised me that that the right front axle needed to be replaced as well as some other parts and fluids. He advised me the repairs would total close to $300. I then specifically asked him if he consulted the NTB diagnosis sheet I'd given him, which mentioned a few other needed repairs, but the incompetent Service Manager said he didn't consult the sheet or give it to his technician. He didnt feel the need to.
I asked the incompetent Service Manager for some time to make the decision. I then called the Carmax Analyst and requested the status of his help. The Carmax Analyst advised me that he had spoken with the Carmax of Glencoe's store manager, who understood the issue, and would make sure the car was fully repaired at no cost to me. The next morning the incompetent Service Manager called me and told me he'd repair the car by the end of the day at no cost to me, but he then rebuked me for not buying the Carmax Warranty.
I thanked the people at the service facility when I picked my car up, and thanked the Carmax Analyst when he called to follow up to make sure everything went well.
I hadn't needed to drive my car for a couple of days after the repair, but when I did drive the car after a couple of days, I noticed that the steering wheel issues were still present. I immediately called the Carmax of Glencoe's service station and advised them of the issue. They advised to bring the car in for a diagnosis, and if it was the same issue as before , or an issue stemming from the repair, they'd repair the issue at no cost to me.
When I brought the car in to be serviced, I let a technician drive the car and feel what I was feeling. The technician immediately acknowledged the issue, but explained it more than likely was a separate issue from what was originally repaired, but he suggested I take care of it as soon as possible. Frustrated by the situation, I would not agree to leave my car at the repair facility unless I was assured the car would be repaired at no cost to me. That's when I was advised that the only person who can make that decision is the incompetent Service Manager, who was out for the week.
I waited a week and met with the incompetent Service Manager. He advised that there would be no way he would cover the repair, and again advised that I should have purchased the warranty.
So, I'm stuck with a defective car, an incompetent Service Manager, and a company that will not stand behind its product, or assist a loyal returning customer. My phone calls and voicemails for the Carmax Analyst who had previously assisted me have not been returned.
p.s. I still have all documentation mentioned, and can provide it for any further inspection.
4 Updates & Rebuttals
Sruli Karsh
Northbrook,United States of America
RESOLVED!
#5Author of original report
Wed, August 15, 2012
I'm happy to report that the Carmax Analyst (Customer Service Representative) was extremely helpful in resolving this matter. He spoke with the store manager, who called me and advised me that he would like for me to bring the car in for a full inspection. The store manager said he'd have his top GM technician fully inspect the car and advise on what the issues were and how to resolve them in the most cost effective way.
I honestly feel bad that I had to write the report above now that the matter is resolved, but it could be that this report is the reason the issue is resolved. Kudos to Carmax for resolving the matter in a very satisfactory manner.
Oh and by the way, the completely incompetent Service Manager was on vacation during the whole time the situation was being resolved. I'm so glad he was, because had he been there there's almost no doubt he'd somehow ruined the resolution with his complete lack of customer service knowledge.
Sruli
Northbrook,United States of America
Previously Imspected
#5Author of original report
Fri, July 27, 2012
Carmax also advises that they inspect their cars before they sell them, and that every car they sell has to pass a rigorous all encompassing inspection. That's why consumers trust them, and don't view them as "another used car store." Clearly my car did not go through that inspection. The reason I purchased my car from Carmax is because I assumed they'd be honest and stand by their inspection and products.
I did not expect to purchase a $12,500 car and experience issues just slightly out of their 30 day policy. Let's all be practical for a moment, driving a car back and forth to work would not cause damage to point that the right front axel would need to be replaced, or any of the other serious issues that occur and keep occurring with my car. My car most definitely did not have a sticker on it that read "as is." I can assure you I would not spend that kind of money for a car that's as is.
I used to work as a customer service agent for the number one reseller on resellerratings.com. I use to throw the 30 day return policy guidelines at customers, but when it was clear to me that a situation needed to be handled by going outside of the standard policy peramiters a little, I would do it. I was taught that if a company is spending millions of dollars on TV, radio, print, and social media advertising, it would be a waiste to throw a customer away over a few hundred dollars.
Also, I was a returning customer. I had purchased the same car for the same price a few years earlier without any issues. I have some credibility here. I was loyal to Carmax, they should be loyal to me.
Chuck
Midlothian,Virginia,
U.S.A.
The Carmax warranty terms are pretty clear
#5Consumer Comment
Fri, July 27, 2012
When you buy a car from them, they give you a 5 day return guarantee. After that they give you a 30 day warranty that covers most everything. After that, if you did not buy the extended warranty, then you are on your own. They are very clear about this.
If Carmax fixed issues on your vehicle after the 30 days at no cost to you, you should feel fortunate.
IamGood
Fort Worth,Texas,
USA
what was the WRITTEN Warrenty when u bought the car.
#5General Comment
Fri, July 27, 2012
Most times it is a as-is warranty. Otherwise you need to purchase the Extended Warrenty. You dont mention the year of the car, but if it was within the 3 year period (2010-2012), then the Manufacturer would have covered the repair.
If it was older than 2010 though, you are responsible for the repairs. Most Used Cars are sold AS IS. There is usually a big sticker on the window that states that.