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| - WOW, has my opinion changed about CarMax Henderson!!! In the past four years, we have purchased and paid cash for 16 vehicles. There have been a few issues with some of them, but for the most part, CarMax Henderson has stood behind their vehicles and made things right---until now. Five days ago, we purchased a $30,000 BMW. The wheels on it were a total mess and were missing a lot of paint. CarMax repainted all four wheels before we took delivery after we pointed it out. The vehicle was on the lot in this incredibly poor condition. When we had it hand-washed after three days, a lot of the paint literally washed off the wheels. We contacted BMW to see about the problem and before they realized that CarMax had repainted the wheels, they said that the paint deterioration was not normal, and we should bring it in to have the wheels inspected and probably have the wheels replaced. When we told them that CarMax had repainted the wheels, they told us basically we were now out of luck and that BMW would not stand behind it and it was between CarMax and us. We then approached CarMax with the problem and told them that by repainting the wheels they had voided the factory warranty and that now the wheels needed replaced. Their response was unbelievable. First, a very offensive service manager, Nathan, told us we were out of luck and all they would be willing to do is repaint them again. Why would we even consider this since the first poor paint job that they did in the parking lot voided the factory warranty? Now they want us to go down the same path a second time rather than doing the right thing and just replacing the wheels, which they made a mess of. Their paint job was rough to the touch and looked like it had been sprayed on with a can of paint from the Walmart. After much discussion and four unanswered messages left for the store manager, Darren, we went into CarMax Henderson, put a note on Darren's door, and waited in the waiting room. He came out to get us after he arrived at work and saw our note. He took us into the office with another manager and we explained the problem. He insisted on looking at the car and after doing so, said they would not replace the wheels they had already repainted. His only offer was to repaint the wheels yet another time, which is ridiculous since they made a mess of it the last time. Why would we entrust them to do it right this time? We have simply had it with CarMax Henderson and told them to take the car back and refund us the money. They had no choice but to do this since they have a 5-day "no questions asked" refund policy. Now I can see why they are so liberal on their willingness to refund the price of the car. They leave it up to the customer to inspect the car, find any issues, try to get them to fix them, and if they don't agree, they just walk away and give you your money back. On one hand this is good, but we would much prefer they do it right the first time and avoid all the unnecessary discussion, debate and stress.
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