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Review 9/13/2011
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Long story short: bad product, more concerned about their money than customer satisfaction, and eventually bad customer service.
Things started out okay, but it was pretty much all downhill from there. Note: I live in Alamogordo NM, which is about 200 miles (3.5 hr drive) away from this CarMax, but I was initially told good things about it which is why I went there.
As soon as I left the dealership, I pulled over at a restaurant and saw that one of my tires was beveled (had a large bump in it). I took it straight back to CarMax and on the way it went flat on the freeway. It turns out that the tires were defective and they had to replace the back two. Since the service department was closed (Sunday night), I had to wait until Monday to get it fixed…which meant I was stranded in ABQ for the night. I had to call my supervisor (I'm active duty military) to let her know that I wasn't going to be coming into work tomorrow (not an easy thing to do when in the military). CarMax put me in a hotel that night, which was a somewhat decent way to deal with the inconvenience. The next morning after the tires were changed, I walked across the street to pick up my car…only to find that the front two tires now had the same problem! It was another 3 hour delay to get those front two tires fixed.
There was also a problem with the auxiliary port on my car, requiring a replacement radio. I identified this before purchasing and was told by both the salesman and the service dept manager that since I was so far away, I could get it done locally to me and CarMax would still pay for it. About a week after I got home I started hearing a grinding/knocking noise on my right front wheel. I took it in to a local mechanic for a diagnosis, and the estimate for the repairs and the replacement radio were faxed to CarMax for approval. CarMax then decides that it will be cheaper for them to fix it in ABQ, so they disapprove the estimate. They wanted me to drive back up to ABQ, drop my car off, get a rental car (which they would pay for), drive home, and then drive back to ABQ the following weekend (when I wasn't working) to get my car again, and then drive home. A grand total of 14 hrs worth of driving and about $100 in gas out of pocket! I wanted to get my car fixed, so I conceded to this condition and dropped my car off, agreeing to pick it up the following Saturday.
The day that I went to pick the car up, I had to drop my rental car back off at enterprise. They were closed Saturday afternoon, and so I had to park my car there and leave the keys in a drop box. I then called CarMax to arrange a ride to get me from enterprise to CarMax to collect my car. They told me that there was nothing that they could do and that it was my responsibility to get to CarMax. After speaking to a manager (Ken), and after him telling me how busy he was several times, he suggested getting a taxi. I had CarMax call a taxi for me and waited over an hour because Ken sent the taxi to the wrong place. I finally called myself and had the taxi come back and take me to CarMax. Upon arriving, Ken said that CarMax wasn't going to pay for the taxi, since it wasn't their responsibility. After putting up a fight, Ken finally authorized the payment ($15.00) and then just walked away.
So after driving 14 hours, paying $100 in gas, having to miss a day of work, and dealing with managers who aren't willing to help the customer; I finally have my car in the condition it should have been when I first bought it.
I wouldn't recommend this CarMax unless you lived next door and were ready to have things go wrong with the car shortly after buying it. Two stars because things finally got sorted out in the end...
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