CarMax review: Vehicle purchase

Good evening

Bill Nash ,

I am reaching out to you because I am in need of assistance.I am reaching out as as a patron of the Carmax establishment. My family has purchased 3 vehicles in the last 2 years and was very satisfied until my April 2023 purchase.I have reached out for assistance since 8/12/2023 and have not received adequate assistance thus far.Again I am pleading with you for your assistance and just want to have a resolution that is feasible.

This is my latest email attempt at resolving this situation listed below .

Hello,

In regards to my recent complaint

When I purchased the vehicle on March 3rd 2023 I drove off the lot ;I was on the highway driving and I heard wind like as if the car windows were open .I checked the windows and they were all closed .

A couple days after that I went into carmax and spoke to the service department,I spoke to a woman In the service department and she advised that I had to make an appointment,so I made and appointment and the drop of day was weeks out .I made the appointment for April 4th 2023 which was the soonest appointment I could get. I dropped the vehicle off and advised the issues listed below .

1st drop of too the CArmax Service Dept.

#1 The vehical slowed down to a complete stop 2 times and placed me in a very dangerous situation .

#2 The radio /Bluetooth intermittently works there were 2 weekends or more that I operated the vehical without any music in the vehicle.

#3 The sound of wind in the car when I was driving on the highway seemed the the drivers door was sealed unproperly.

#4 Key issue ,when I approach the vehical with the key in my hand it sometimes opens the car and then sometimes doesn’t .I brought in both keys so that could be adjusted .

#5 The vehicle at times would not go into drive from park.

When I brought the vehicle in I thought all these things were gonna be fixed .I was advised that I would receive customer satisfaction and I was assured that all the issues were gonna be addressed. I was given a loaner vehicle which I used until the vehicle repairs were complete, which was a Nissan pathfinder I believe.

After Picking up the vehicle, I realize that the door seal was fixed. I had to now start slam the door, though a little harder because another light was coming on the front screen in the car stating that the vehicle would roll back in red writing .

The vehicle is continually slowing down, which I advised.

In regards to the radio and the Bluetooth the day I picked it up the radio was operational and then it’s not working again.

In regards to the key, it still works intermittently. The key battery was changed though on one of the keys so there is an issue in regards to the key connection In relation to the vehicle.

In regards to the vehicle not going into Drive from Park that is the only thing that hasn’t happened again after the initial drop off.

2nd drop of too the Carmax Service Dept.

When I brought the vehicle in, I didn’t make an appointment I went into the service department and basically begged the service attendant that helped me the first time to take the vehicle back. I pleaded with them that I was absolutely certain that the vehicle had these issues and they were not fixed and then the young lady that helped me spoke to the service manager and they gave me a loaner vehicle and said they would fix the car. Through a phone call a day after drop off is when I was advised that they would be sending the car to infinity. I was advised that infinity had a long wait time so it will be sometime until I got the vehicle back but I was reassured that The issues would be taken care of.

Upon drop off, advised these things below.

#1 vehicle was slowing down

-I was advised that no error codes were coming up and I was very consistent with the fact that it happened on several occasions Since the time that I first dropped it off.

#2 Car Radio/Bluetooth nonoperational

- This was replaced and fixed by infinity

#3 Auxiliary battery, light coming on daily

-Issue still remains in regards to this auxiliary battery light coming on

#4 Back up screen stopped multiple times and went black

-Issue still remains at times when I back in the vehicle up the screen goes black

#5 Advised that the oil change light was coming on

This was not addressed either because it is still showing on the screen, so I’m not quite sure if my vehicle needs a oil change which I advised when I drop the vehicle off

#6 Keys to the vehicle are not operational; at times only if you press the lock or unlock button

-I still cannot approach the vehicle every time with the vehicle doors opening automatically this was not addressed or fixed.

The issue is within this time that my vehicle was getting fixed two times I lost out on my time for return of the vehicle within the 90 days within the 90 days I probably have the vehicle maybe a month or so within that time.

I have had two loaner vehicles throughout this whole process and within the time that the vehicle was getting fixed, I didn’t have the accurate time to say I want to return the vehicle because I trusted in the process. By the time that I picked up the vehicle the last time I was out of the 90 Day warranty window.

My hope would’ve been that if the vehicle was unable to be fixed instead of getting the runaround, maybe I could’ve got a suggestion of returning the vehicle when I was in that window.

Now it’s August I got the vehicle in March and a group of additional issues are happening now along with the concurrent issues that still remain.

-I rolled back the sunroof/moonroof for the fourth time ever and the fabric got snagged so now it’s not working.

-The skin on the ceiling in the back of the vehicle is starting to come down, which looks like a huge air pocket and it’s happening on both sides.

-The gas can string has broke off .

-The sun visor mirror /the clip on the mirror has broken off .

I have received the email in regards to the two options.

With response to the first option, I don’t have an issue bringing the vehicle in and to get it diagnosed. What I don’t want to happen is I do not want to be informed that there are different issues than the issues I initially stated throughout the purchase and the ownership of this vehicle.

I definitely do not want to be responsible for paying $106 for a diagnosis charge when I have clearly stated that these issues were/are continuous I was advised that it was fixed which was false and now I And being penalized.

With response to option two, I don’t wanna go in of course and get my vehicle appraised and be insulted by what I’m appraised for. I paid $25,276.71 for that vehicle that is clearly unoperational for whatever reason I want to be made whole. I would not mind getting and being placed in another vehicle with the same amount of miles for equal or lesser value.

I have no gain or intent in taking advantage of the situation. I purchased a vehicle that I love and all I want to do is be happy in the vehicle that I purchased the vehicle has been unsafe from the original time that I walked into Carmax April 2023 to make the appointment to get the vehicle and those isues were not corrected.

I realize that Carmax had my vehicle in repair longer than I even drove my vehicle at a certain point. I trusted in the fact that they assured me that they would fix the issues that were on going on, And regretfully have been disappointed in my vehicle unfortunately,because it still has the same issues plus more .

I write this letter with the intent to optimally creating a customer satisfaction experience. The vehicle purchase was some thing that I had high expectations for and unfortunately I have been let down again I do not want to gain from the situation. I just want to be made whole.My hopes is that this situation can be fixed without any additional loss on my part.

CarMax stands behind every vehicle we sell and the opportunity to earn your business is not something we treat lightly! I just want the opportunity to see this put into effect.My family has purchased three vehicles within the last two years ,and I want our relationship to continue. Sent from the all new AOL app for iOS