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July 10, 2012

Carmax Ripped me off!

I bought a car from the Carmax at the 59 South and Hillcroft location (SW Freeway) on June 4th. I put $6000 dollars down on the vehicle. I had to take the car back on June 6th because of a noise that was evidence something was wrong with the vehicle. Two days later I came to pick the car up and Havier in service said everything was "normal". He did not hear a noise. When service desk gave me the car and the keys, I turned the car on and the engine light on came indicated something was wrong again but the service department was closed for the day.

The service desk said to bring the car another day and they would fix the problem. The guy at the desk said to call for an appointment. I called the desk for a week to make an appointment and no one returned my calls. On June 18th I took the car into the service because no one would call me back. I was told to leave the vehicle there because there wasn't an opening for service until the 20th. I left the car and came back on the 23rd to pick up the car. I was told the noise was fixed so when I picked up the car, as soon as I opened the door the hand brake handle was completely broken and on the floor the drivers side. The noise was still there but different and the ac controller was not working.

Before I left that day I told the attendant who gave me the keys that there were several problems and I was told that because it was Saturday (the 23rd) that I would have to return on Monday the 25th. I came back on Monday and asked to speak with Nee the manager. He came with Ryan Rivas to meet with me. Nee told me that I shouldn't worry that Carmax would fix it for me. I was very upset. I just purchased a $22k car and got a broken car. I didn't want the car back. Nee said that I should give him the vehicle and he would make sure it was fixed and if it couldn't be fixed he would give me a new car. Nee said that if I returned the car I would loose money because Carmax would have to buy it back and he guaranteed that I wouldn't get the same value because of the expenses Carmax had already incurred on taxes etc.

This is an outrage because I only drove the car for less than a week. This first time I brought it in they didn't even give me back up transportation. I had to ask for a loaner the next time.

Carmax keep the car from the 25th of June until July 10. I did receive a phone call on July 9 at 6 pm. I was calling during the week of July 4th to get an update. I left messages for Ryan and Nee and no one returned my call. I even left a message for Havier and for Cedric Ross. Cedric call me back Friday June 6th. Cedric said the car was at the Mercedes dealer and they would call me July 9th to give me an update. Havier called my July 9th at 5:45 pm 15 minutes before close to tell me the car is ready and I could come pick it up. I went July 10th at 10 am to tell them I didn't want the car. I was told they were going to talk to Nee but he was off from work. Later in the day, I received a message from Havier saying they were ordering another part for the car indicating that the car is still not repaired after I was told it was fixed.

I am documented my dealings with Carmax to protect myself form being disenfranchised and from losing money or getting a defective car.

I want to know why Carmax is delaying to fix the car and why Mercedes has kept the car for two weeks.

I returned the car within the 30-day allotted time frame for returns. Carmax is claiming it is in repair but I do not want the car back. I want an equal replacement or my money back.

Location: Houston, Texas

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Guest

It is amazing how many customers are totally dissatisfied!

Guest

Sounds more like a circus than a car dealer. I thought carmax is all about the customer? I must have been brainwashed

Guest

I am going through a similar situation right now with the carmax in greeenville sc!! NEVER buy from carmax! :(

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