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| - I had a horrible experience at Carmax. I bought a car from them four years ago, 2012 Kia Sorento, and had a great wpexperience. When I was ready to buy another car I thought "why not Carmax?" I wish I hadn't and regret the decision to go back. I first reserved a car to test drive on July 31, 2017 and was contacted by Art. Ok, so my husband and I went in and we were met by Keaton who explained Art was busy with another customer and he would take care of us along with a trainee, Logan. I was interested in a Ford Escape either 2014 or 2015 and we test drove an Escape Titanium but the price was too expensive so we inquired about an Escape in Irvine that we had seen. Right price, right year and it was a free transfer. Keaton later found out it was available and would take 7-14 days to ship. Perfect! Except it wasn't.
I received an email telling me the car shipped and I was excited. I waited a few days then called Keaton. No answer, left a voicemail. Waited two days, called again. No answer left a message. The Art called and said that Keaton told him I called and that my SUV wasn't there yet but they were expecting a transport vehicle in a few minutes and that the vehicle should be on it. Okay, we wait again and Rotherham next week Keaton called me back to tell me the vehicle wasn't there yet but it should be there by the weekend. Great! Except it never showed up and when I called to get answers, I was told the transportation company "forgot" to put it on a truck and it was at their hub in California and that the managers at Carmax yelled at the transportation company and "got extremely angry" with them and the transportation company said they would put the Ford Escape on the next truck to be delivered. Only it wasn't. Over three weeks of excuses and non-answers the car was still at Carmax, not with the transportation company and they lost both keys to the car. My husband and I went in to Carmax two weeks ago on a Saturday (Keaton was supposed to meet with us but he forgot that he had an interview at the new Carmax in North Las Vegas) so we met with Logan, the trainee we met at the end of July, and he helped us. If not for Logan, I would say to hell with Carmax but he went out of his way to help us, unlike the crappy managers there who think throwing out $25 gift certificates will smooth things over when they lied to me repeatedly over three plus weeks.
I did buy a Jeep Cherokee from Carmax but again, because of Logan, but last straw came from when I had the car a day and the alignment was way off. Took it back to Carmax and decided to get the oil changed and got Raquel as my service rep and she told me to take of the alignment, go to Goodyear down the street and they would take care of it and bill Carmax. I then told her I wanted my oil changed and she did not have any availability until 8/29 at 10am and I said that was great and thought she booked it. I was wrong. Good thing I called on Monday to let them know I had to work and my husband would be bringing the Jeep in because they had nothing booked for an oil change. I was transferred to Raquel who then proceeded to talk over me, dissmis me, and interrupt me. I then demanded a manager and Raquel continued to talk over me until I again demanded a manager. Then Curtis got on the phone and I told him that because of my treatment from his staff and what I have gone through before I would not ever use Carmax or recommend them again. He said "I'm sorry you feel that way". Wrong answer.
I would strongly advise against using Carmax to anyone. If you do decide to go there, see Logan. Otherwise steer clear of their management who don't care about customer service or the customers.
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