*BUYER BEWARE*
Shop at CarMax, they said. The CarMax business Sloan is " BUILT ON A FOUNDATION OF INTEGRITY", they said....It seems to me that the Carmax of Denton did not get the message.
On Friday 4/30/21 I was contacted by Tiffany with the Denton Location about my pre-approved loan for a car.
After giving me two choices for vehicles I picked the older model vehicle with less mileage. We finalized my financing and Alex informed me I has approval offers from Exeter and COAF. I picked Exeter and agreed to the BuyFromHome Delivery for a down payment of $850 with monthly payments of $276.70 monthly. I was told the car would be transferred from the Plano location to Denton after it was inspected.
Around 12:59 pm, after my financing was chosen I was texted and told "Okay Cindy the walkaround came back all good! You will receive an email with the tracking info when the car ships out."
I asked where I should send my proof of residence, income, and insurance. They sent me a link to upload my paperwork like Carvana. I was impressed with the efficiency at which the process was completed. At 6:18 pm I texted the number and informed the rep I would be sending the requested paperwork the next day. The texted reply was "Perfect! Once the car arrives I will have them reviewed and we can make an appointment for the home delivery."
That afternoon and the next day I got my paperwork together and shopped for insurance.
On 5/1/2021 at 8:45AM, I texted the same number to ask questions about insurance coverage. Then sent the documents in for review.
The next morning 5/2/21: I received a text that my vehicle has arrived to the Denton location. That they were working on getting it ready for you and noticed you're anticipating a home delivery! They asked for bank statements showing the deposit and also sent a new link for additional income I had declared. The rep claimed once it was uploaded we can finish the approval process and then move forward to scheduling your delivery. The information they require was private but well documented in my financial statements but this was not good enough:
A rep named Matt called me about my additional income and we agreed to take it off finance application because apparently I did not need it. Matt informed me that he had to run my credit again to find out if I was approved. Of course I was approved again and (good news) I would be paying $3.00 less a month.
Then things took a weird turn. Matt informed me that I would need to bring my original paystub with perforated edges or print them out of the dealership. I thought this was an odd request for a home delivery so I asked about it. This is where the entire experience went horrifically wrong. Matt informs me that he was not aware this was a home delivery. He placed me on hold to ask some questions and then came back apologizing and stating that they could deliver the vehicle the next day. I informed him that I would prefer the delivery be made on 5/8/21 which is my only day off. Matt informed me that this might be possible but the earliest could be the following Tuesday (he seriously said that) but then he said he would have the concierge department call me that afternoon to speak with me. I shared with Matt that the whole idea of my using their BuyFromHome service was not making me feel secure or confident in the purchase of the vehicle. He told me that he would try to rectify this error of miscommunication and mishandling. Right as I'm getting ready to work Joseph from their concierge department calls me and tells me that the delivery car they used is broken and may not be fixed till Tuesday. I'm offered the limited option of waiting for the delivery or Curbside pickup. Neither of which were convenient for me at all and their delivery vehicle breaking down is not the problem of the customer. I mentioned this to Joseph and his response was it wasn't his problem either. He then informed me that he would have management call me the next day. I was starting to see a pattern.
The next day I received a text from Denton Carmax at 7:49 AM that said, "Good morning, this is CarMax reaching out on the Sentra you had on hold. Are you available to talk or text?"
I was not available at the time but around 9:52AM texted I was available. I received no phone, no text, no voicemail, no email, no smoke signals....zilch.
I received a similar message around 2:15PM to which I immediately replied I was available for 30 minutes. There was no response during that 30 minutes. In fact, I had to send a message at around 2:49 pm that I had yet to here from anyone from CarMax today and that Joseph informed me that I would be hearing from management to so far no one has followed up and the car I'm purchasing. Then suddenly, my phone rang at around 3:03pm. I was so livid because I had been misled so far. Today my sale was cancel by Mgr. Nat Cruz who was unbelievably disrespectful. This was a waste of time read more