I took my 2008 BMW 328i to get appraised at the Kearny Mesa CarMax (San Diego). I take excellent care of my car inside and out, so I was shocked to see a huge scrape on the area just below the passenger door and a dent to the undercarriage just below it. I went in to inform them of the damage and the first guy (claimed he was a manager) said that CarMax wouldn't damage a vehicle during and appraisal. When I told him the damage was on the passenger side, he told me that it was not possible for them to have caused the damage because they don't make any right turns during the appraisal process!!! WTF... they don't make any right hand turns... that's something u don't hear everyday. He didn't even take a look at the damage and was already telling me there was no way CarMax was responsible.
They had me wait for the actual person that did the appraisal only for her to tell me that if she had in fact done the damage, she would have come clean about it. I asked to speak to the manager and she said she was a manager. I kept asking for the general manager's name and she would't to give it to me. I then asked for a district manager and she told me that there was no one above her... I didn't know CarMax's CEO did appraisals!!! I was persistent about getting a phone number until she told me that they don't really have that information available but that she would see what she could find. After a while, she comes back with the number for customer relations.
I'm so disappointed with the way they conducted themselves. Especially with the "We don't make any right turns," response. Had I known this is how CarMax handles customer disputes, I would have never taken my car there. I'm going to post this on as many review sites that I can so that people can read for themselves and see if taking a car in for an appraisal is worth the risk.