I would give it no stars, but I believe I have to do at least 1. My husband and I have bought 5 cars from CarMax and my daughter has worked there in the past. But it seems there is a new GM and new attitude with the Service department at the Dulles CarMax. My husband and I traded in our SUV, and purchased another SUV. We drove it for one hour and the check engine light came on, the power mirrors indicating someone was too close to the car to change lanes was not working, the vehicle made a horrible noise when it went over bumps and the list goes on. We took it back to the CarMax service dept and waited, and waited and waited. The service manager and general manager rode in the vehicle with my husband to "hear the noises," but claimed they heard nothing, basically telling my husband he was lying. Finally after I contacted CarMax corporate, the service manager shipped the car to the manufacture dealer to fix. There were major issues and once it was returned we were hopeful. Well all of our dreams were dashed, as the service engine light came back on, and the car was returned again to CarMax service for repair. Again the GM was snarky and rude to my husband, but after I contacted corporate (2nd time) we returned the SUV and got another one. We left with our second purchase, and hopeful all would be better. Well we had the SUV a week and the check engine light came on!!! Another SUV, not even the same make and model as the last one, and we had a check engine light come on. We also discovered that after we turned the vehicle off, and had the keys in our hand, the fan continued to run with the "remove key" error message. We were ready to cry, but laughed instead. Again we made a service apt thinking surely they will fix this quickly and we can go about enjoying our new SUV. NOPE that did not happen. CarMax could not figure out the problem so off to the manufacturer dealership service department it went. 2 weeks later, we are told all is good, the car has been fixed and it runs like a dream. Never mind we are paying for a car we are NOT driving, the tires are wearing down, but CarMax is not willing to make anything right, just provide a loaner CAR. We bought an SUV, we are given a loaner CAR. Anyway-back to the car story, so we take our car back and have high hopes, a week later, the car smells like wires are burning, we go to turn it off and guess what....yup the fan will not turn off even though my husband has the key in his hand. Also the happy warning light, "remove key," came back on. I contacted corporate (4th time by now) and my hubby drove the car back to CarMax service. 2 weeks later, they had not even looked at our SUV, I called corporate (yup again) and told them the story, suddenly our car is being assessed and we are told, "we can not duplicate your problem." Never mind the car had sat there for over a week with no one looking at it, and never mind carmax service failed to call the manufacturer dealership to service it again, NOPE they did NOTHING and let the SUV SIT. My husband calls, and calls, and the service person is always "with a customer." NEVER ever calls back at the office number where my husband is there and can talk to him. They call the cell phone where they hope we are not able to answer and leave a message. No one has talked to my husband this time around, they are treating us as if we are the problem. In reality CarMax in DULLES, VA is the problem. The GM seems to enjoy being rude, not willing to provide another vehicle at the same price (regardless of the headaches and long times newly purchased car is sitting in service), calling customers liars, and allowing the service department to treat customers as if the does not matter.
This will be the LAST vehicle purchased from CarMax for us. My husband is not willing to pay the money to be mistreated and have a car that does not work.
CARMAX GM please remember you are no longer in charge of a revolutionary concept, there are more dealers out there that are willing to provide better vehicles for a lower cost and will approver most if not all customers. Time to get your head the game. Good Luck Dulles CarMax. You have lost our business and all our family and friends. read more
