Complaint Review: CarMax (Newport News VA)

We began working with CarMax (Newport News, VA) beginning of March 2018.we specifically were looking for a Honda Fit, only a few years old, low mileage, NO body damage and no interior smells.  We made this very clear from day one.  On 3/22/2018 we purchased 2016 Honda Fit, which was transferred from the CarMax in Baltimore, MD.  Again, before it was transferred we asked the same questions above; since we were buying the car sight unseen we were dependent on CarMax word regarding NO body damage and No interior smells.  The first time we washed the Honda Fit we noticed a number of scratches but mostly notice 3 1-2inches dents on the hood of the car.  The 3 dents were not the problem, it was that the paint was gone and we could see the metal of the car.  We immediately called CarMax and told them of our discovery.  They said if it was within 30-days of purchase they could help us.  It turned out to be 33-DAYS from purchase date.  We still were adamant about a resolution as it appeared that CarMax covered up damage with colored car wax.  We know this because my partner has worked years in used car sales and had seen this practice with some car sales companies.  After many calls, all calls ignored by salesman Robert Bunch; we were able to talk to the store manager, Otto Brown, and he assured us that they would take care of the problem of the dents.  The manager had us go to the body shop of their choice to get an estimate for repair; we did (repair around $500).  After several more calls to the manager, Otto Brown, who was not returning our calls, finally speaking with the manager again, stated he spoke to his interim-Supervisor, Johnathon (last name unknown) and there was nothing they could do for us.  We then called Matthew Kelch, Analyst l, Customer Relations and he stated he would talk with manager & supervisor and get back to us.  He did call them and reported back to us that "they" told them the story and CarMax is not responsible.  Short of it - CarMax went back on their word of repairing 3 dents.

Resolution -Amount of repair costs, between $500-$600.  The car is currently in the shop, therefore, we do not have a final amount; however, repair quote is $500.  We bought nearly a $20,000 car and we had told CarMax we would be back in May 2018 to buy a Mustang for a graduation present.  CarMax forgoes repeat business of another $20-$30K on a 2nd car we had planned to purchase through them; and, we canceled the extended warranty through CarMax as well, another $1269.00.  Wow, not smart and just bad business. CarMax definitely did not treat us like a "valued customer".  We felt like just another number to them.  We want CarMax to make this right!  Honor their original word of paying for repair of 3-dents to the hood of the 2016 Honda Fit.