Watch out for CARMAX

The following is from a complaint I just register with the BBB. If you've
had similar problems please contact me...
I purchased a Jaguar XKR from CARMAX's Davie Store on 5/19/07. At which time
I noticed several problems with the car that needed to be fixed. I reported
the issues and left the car with them for repair. When I picked up the car I
noticed that most of my issues were not addressed. While waiting for parts
to arrive for the second round of repairs, I took the car home for a few
days. I found numerous other repair issues. I found 12 warrantee issues.
When I brought the car back I gave the Service Manager, Sammy Warnamally a
printed list, and copies of CARMAX's certification form showing why these
items were covered. I brought my car in on 6/1/07. When I got my car back 14
DAYS later discovered 1) stereo wasn't fixed, 2) second set of keys and
valet key were not in yet, 3) convertible cover was not ordered, 4) trim
around the door handle wasn't addressed 5) visor wasn't replaced "because
Jaguar sent them the wrong part." 6) now the rear view mirror is loose as if
the car suffered a heavy impact or was driven a long distance down a dirt
road. Caked on white mud is on the inside door panels. For 2 weeks I have
been strung along by the service manager. When I asked to pick up my car
until the parts arrived, I was repeatedly told the seats were taken apart
and awaiting a headrest motor from Jaguar so I could not pick it up. Jaguar
Parts Department told me their delivery takes a week at most and parts can
be overnighted for a nominal cost of $6 per item. I was lied to that my car
was ready except for the headrest motors. I was also lied to about the extra
set of keys being there. Despite involvement of Operations Manager Adam
Warner and General Manager Theresa, my vehicle is still not fixed. I have
lost many hours work, suffered grief, and have had to pay $606 payment for a
car I was only able to drive a few days. I am releasing this to the Media,
posting my story on Internet consumer protection websites, forums and
newsgroups to get together a class action lawsuit. I am registering a
complaint with the Attorney General's Office and State Attorney's Office, as
I suspect foul play.
As it is impossible to trust CARMAX, I want all further repairs to be done
at Alpine Jaguar. I want Jaguar to inspect the car for accident/abuse
damage. Compensation for my monthly payment to Capital One for $606. My lost
time and wages estimated at 6 hours at $150 an hour. Grief and punitive
damages will be addressed in another arena.

Stephen Horrillo

 

What was Carmax's stated warranty on the car ? Just wondering why you
didnt have a licensed Jag dealer do an inspection on it before you
bought it ? I never trusted a car dealer that says theyve had the car
'completely gone over' ; its always best to take it to a non biased
place for inspection.

 

Exactly. And while visiting a Jag dealer is probably best if we are indeed
talking about a Jag, for many other cars, there are plenty of good places
out there who will do this, who have no vested interest in what they find.

A few years ago, I was looking at a car where that make and model had had a
known history of problems with transmissions and air conditioning. Since
the sales place was a place that sold only used cars, I took it to an
independent body shop for verification on the various body panels, then to
an A/C specialist to go over the A/C, then to a tranny specialist for the
transmission, and finally to a dealer for a read-out on recalls, and
anything else they might have had on that V.I.N.

When and only when all those areas passed with flying colors did I buy the
car. It was a great car for me.

More recently, when looking at cars for my kids, I have had a local
Firestone Complete Auto Care go completely through it. Their knowledge and
thoroughness was impressive. Thanks to them, I returned three different
cars I may have otherwise purchased, and the kids are having very good luck
with the ones they now have.

That kind of conscientiousness would seem to be almost essential nowadays,
even if it is a bit of a burden to do all of that.

 

The CarMax commercials lead you to believe they do all of that for you.
Take a look at what they allegedly inspect here
http://www.carmax.com/dyn/usedcar/cqi/cqi.aspx


They also state:
What Is A CarMax Certified Quality Used Vehicle?
"Lemon" may be the first thing you think about when you hear "used
car." You know one of those cars your neighbor got stuck with that spent
more time in the shop than in the driveway. That's why we created CarMax.
Every CarMax car has been thoroughly inspected and reconditioned so it feels
like new. And every car comes with a Limited 30-Day Warranty (60-Day in CT)*
and a 5-Day Money-Back Guarantee* so you can relax. It's peace of mind.



If they truly do what they say, it is just as good as what you paid for at
the Firestone place. Then again, they are selling used cars.

 

As always, Carfax the vehicle, have an idependent shop go over it with a
fine tooth comb, NEVER drive off without ALL issues documented and dates
scheduled. I learned my lesson a long time ago.


Hope it works out for you...

 

So far, you haven't presented any evidence that CARMAX refuses to repair
these issues. You have, however, provided significant evidence that
they're poor communicators and that there service is perhaps not as
competent as it needs to be. Anytime you pick up your vehicle from
service, you should receive an explanation as to the work that was done.
The service advisor should make this explanation either by phone when
advising you the car is ready or in person when you pick it up. Each item
should be addressed. If you do not receive an explanation of the services
performed, demand one.

 

The Carfax looked fine. One owner. Carfax only shows when it is taken into a
dealerhip. There many holes in a Carfax report. BTW, CARMAX does not let you
just drive it off to a shop, besides it would take more than a day to have
Jaguar dealer look at it. That's just not going to happen. So CARMAX has all
these points of certification they're supposed to go through. Most of these
issues I didn't know were wrong untill I read the manual cover to cover. For
example the hearests are ajustable and the motors were bad. The rear
speakers weren't working but the sub-woofers were. Yet there's no fader nob.
You need to go into the setup to get it to fade to real. With all the
speakers in that car it all sounds like everthings fine until you try the
fader.

Their policy is that if you don't finance or buy the car in full they keep
it up for sale. There's no such thing as holding it with a deposit. Or
taking it to a Jag dealer to chek it out. That's why they have all thes e
guarantees in place. There was no way to make demands, then have them fix
it. I would still be paying the finance company for a car that they are
taking their sweet time fixing. Either way this is going to happen.

All the best,

Stephen