Carmax - Carmax the Dishonest practices company
Sales consultants are graded and disciplined based on customer surveys that include metrics beyond their control.These metrics include vehicle pricing, product quality, business office wait time, etc.
Very unfair that the responsible departments and individuals are never held accountable, but sales consultants are penalized and commissions are charged back when the system fails, which is all the time. At the corporate level priorities have shifted to opening new stores, the goal being to please the stock holders. This has resulted in a drastic decline in product quality. The so-called '125 point reconditioning process' that has been a cornerstone of their quality story, is now an absolute joke.
Cars are sold with known defects, including defects affecting safety, then repaired after the sale during the 30 day warranty period. After this time repairs are at customer expense. The strategy is to get as many cars through the process as quickly and cheaply as possible, to fill the lots of the newly opened stores, then fix them on the back end, provided the customer notices the defects during the first 30 days. This includes wear items like brake pads, tires, batteries etc.
that were not replaced during reconditioning because they had at least 31 more days of life expectancy.Many cars arrive at locations without even being cleaned, many still have previous customers paperwork (insurance cards, bills of sale, etc.) in the glove box.
The board needs to Fire Tom Folliard the CEO and his minions.80dc55f