I purchased a vehicle from Carmax, and I have had the worst car buying experience in my life. They now owe me money, but I am having trouble getting my money back! I should have known there would be problems when they advertised navigation and XM radio on the website, but the vehicle did not have it.
I traded a vehicle that was worth $4,500 that Carmax purchased from me. I also gave them a certified check from the bank for the remaining balance on the new purchase. This check was close to $13,000. I purchased the vehicle on a Friday afternoon.
The next day which was Saturday the vehicle stopped several times while I was driving it. Therefore I was unable to drive the vehicle Saturday and Sunday. On Monday morning I took the vehicle to the service department. They kept vehicle because they didn't know what was wrong with it.
They didn't offer me a loaner car to use while my vehicle was in the shop. I waited until Wednesday and I called the service department to ask about the vehicle. They still could not figure out what was wrong with it. I asked to speak to the sales manager. I explained that I needed a vehicle to drive. They had my old car and my money, but I had no car to drive. The manager then offers me a loaner car to drive.
They called me on Friday morning (a week after the purchase) to tell me that my car was fixed and running well. I picked my vehicle up on Friday afternoon. That Friday night the car started having the same problems it had before, but the problems were worse. Again the vehicle sat in my driveway Friday night, all day Saturday, and all day Sunday.
On Monday morning (week 2) I took the car back to Carmax again. Carmax has a 5 day "No Questions Asked" return policy. (Yeah right!) I informed the sales manager that I didn't want the vehicle anymore. I wanted my money back.
The sales manager went to talk to the other managers and came back to tell me that they would only let me pick another car on the lot. I told them I didn't have time to look for another vehicle that day. He said I could have another loaner car to use, and I can take my time to look for another car.
But the very next day the salesman called me (on Tuesday). He said the managers wanted me out of the loaner car. I need to come back to the dealership to pick out another car today. I told him I had to work, and I would come up to the dealership when I had time.
I went to the dealership on Friday. I gave them my car and money 2 weeks ago on this Friday. I was looking for cars for approximately 45 minutes and I test drove 2 vehicles. I now had a different car salesperson, and she kept putting pressure on me to purchase another vehicle. Also she was unaware that I traded a vehicle before. She informed me that they had a customer yell at the managers early that day because they didn't give her a fair price on her trade in. I then found out that Carmax had cheated out of my trade in!
They gave a lady who had the exact same vehicle I did the same amount of money for her trade. BUT, her car had significant hood damage to it. MY TRADE HAD NO DAMAGE TO IT! NONE!
After this I was ready to go. I went ahead and picked a car to purchase which ended up being an additional $10,000 more than my original purchase. I told my fiancee to bring me $10,000 from his savings account to purchase a $27,000 SUV. Problem! He noticed that the front bumper was damaged and the passenger seat belt was not working properly! I asked the sales lady and the manager if they could fix the bumper to make the deal. They said it would cost to much money. They would only fix the seat belt. They then attempted to force me to purchase the vehicle.
I had enough of Carmax that day! I told them to give my old car back and my money right away. The manager left and was gone for about 20 mins or so. The manager came back and he was upset that I wanted my old car and my money back. They had already sold my old car. They said that it would take 1 week to get a check in the mail for almost $17,000.
I waited 1 week for my check to come in the mail. No check ever came in the mail. It was now the end of the 3rd week since Carmax had my money. I called the corporate office. They said the manager gave me the wrong information, and I can call customer service to report him. The corporate office said it takes up to 20 days to get a refund in the mail (the mail refund department). She put me on hold to call the dealership. They tell her that no one told me that I would get a check in 1 week in the mail.
It gets even better! The corporate office tells me that I can go to the dealership and pick up a BANK DRAFT (a check you can not cash, and takes 2 or more days to clear) for my trade in value of $4500. The rest of my money would be mailed in a week or so.
I sit here writing this to warns others. I have no car to drive! They sold my trade in. They gave me a bank draft for only $4500 that has not cleared my bank yet.
I still have not received my check in the mail for the money Carmax owes me!
During this whole process the Business Office at the dealership was rude! The manager of the business office even told me to leave or she would call the police on me.
Because I asked them for an exact date that I would receive my check in the mail, so I can buy a car from somewhere else.