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3.5

I have purchased four vehicles from this CarMax in the past (including my current car) and up until now have been pretty happy. That is, until today.

My current car is a 2015 Kia Optima Hybrid. I purchased it six months ago with 5,000 miles on it. Even though the car is still under the manufacturer's original warranty, I also purchased the Max Care plan just in case. My car is now doing some funky things that shouldn't be happening with a car this new and with such low mileage.

I called to set up an appointment to have it looked at and when I brought it in I was told that it would be $86+ to diagnose the problem. Then, when they figured out what was wrong, they would apply the deductible and go from there. I said, "wait a minute, this car is still under the manufacturer's warranty. Why are the terms of the Max Care plan being used for a car still under the manufacturer's warranty?" The service rep said, "that's our procedures, that's the way it works." If my car was out of the original manufacturer's warranty, fine, I pay the fee for diagnosing the problem and then we move on.

I should not be paying any type of fee for diagnosing a problem with a car I just bought less than six months ago, with 5,000 miles on it, that is still under the original warranty. I asked the service tech who I needed to talk to about the service charge, and he gives me the number for MaxCare. Again, it is under the original warranty. So...what CarMax is saying is that it is more important to collect $86+ than service a car for a customer who has purchased four vehicles from them and would probably return.

If this is customer service when it counts, count me out.

I won't be purchasing another car from them. You have to stand behind your product if you want customers to be loyal.

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

CarMax Cons: Stand behind your product, Awful customer service.

Location: Fresno, California

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