Complaints

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have purchase 4 vehicles with CarMax and valued the companys reputation, but our last purchase was a totally nightmare. We had an appointment at the Fremont location to purchase the vehicle. When we arrived there the battery was dead, both keys needed repairs and the paint was in bad condition. It wasnt even washed. I personally paid $1,500 out pf my pocket to get the Range Rover detailed after we purchased it.I was told by **** the manager in Fremont that they had called the ******** CarMax so that I could drop off the keys for repair. I went to the service department at the ******** location on 09/21/23. I was told to take the vehicle directly to Land Rover and then try to get reimbursed by CarMax. I told him that I had the repair order for CarMax to complete the repairs not for Land Rover. After going back and forth he then stated I had to leave the vehicle and two to keys. He said it could take hours or days, he had no idea. I left the Range Rover and during this time, I had to pay Uber fees to get to and from work every day. I was then contacted by ***** at the service department on 09/25/2023 and was told that I had to pick up the vehicle and take it directly to Land Rover and try to get reimbursed that they could not do anything. The vehicle was returned back with scratches on the driver side bumper on the side and the back. I called CarMax in Fremont spoke with *************************** and was told to call Land Rover and get an estimated quote. I emailed the estimated quote to her. She emailed me that they wanted to try and see if a local vendor could repair the keys. I told her that we purchased the vehicle on the condition that we would be able to get the Range Rover repaired locally since the commute would be over 100 miles to Fremont but that I would try to take time off work to go as long as they could give me an estimated time on how many hours the repairs would take. This was on the 28th of September and I followed up today again with no response.

  Business response

  10/26/2023

  To whom it may concern, 

  On August 30th, 2023, ********************************* purchased a 2018 Range Rover From our Fremont CarMax location, at the point of sale our sales manager approved a repair order to address the vehicle key issue. ******************* requested this repair to be completed at our ******** location, closer to her home. As for the issue of the vehicle being dirty and the paint being in bad condition, we were never given that feedback. Our ******** location attempted to repair the keys but were unable to do so; at this point, the customer was informed that the repair needed to be completed by an authorized Range Rover dealership. ******************* then contacted the Fremont CarMax location where we told her we could attempt to fix her existing keys with our local key vendor. Our vendor tried to repair the keys, but they were unsuccessful; it was then we were told that neither ******** nor Fremont could repair them due to the proprietary limitations set by **************************** consultant then requested Mrs. ************;visit her local Range Rover dealer since she lived so far away and if she could obtain a quote then we would approve the repairs. ******************* has been in communication with the Fremont service department during this entire process. 

   Moving forward CarMax will be #1 reimbursing ******************* the cost for the keys, #2 after obtaining an invoice for the detail performed on the vehicle, we will also reimburse the customer for that cost. We will also partner with our ******** location and discuss this customer interaction with that leadership team and our leadership team here in Fremont. We look forward to the opportunity to resolve this matter and provide ******************* with Iconic customer experience.  

  
  
  Best Regards,

  
  

  *********************

  Customer response

  11/02/2023

   
  Complaint: 20687824
  
  I am rejecting this response because:

  I have not received reimbursement or repair confirmation-#1 reimbursing ******************* the cost for the keys,

   

  I have not received reimbursement-#2 after obtaining an invoice for the detail performed on the vehicle, we will also reimburse the customer for that cost.

  The repairs for the scratches on the vehicle was parked at the ******** location have not been addressed-We will also partner with our ******** location and discuss this customer interaction with that leadership team and our leadership team here in *******.   
  
  
  
  Sincerely,
  
  *********************************

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