CarMax in Boynton Beach, FL

When it comes to automotive repairs, stay away from CarMax!

I purchased a 1997 Camaro from CarMax in Boynton Beach, Florida in August

2004. On May 9 of this year, I brought my car in to CarMax in Boynton to

repair an inoperative driver's side window, a relatively common repair that

was covered under their extended warranty. I picked the car up later that

day.

The attempted repair failed, and on June 14, I brought my car back with the

same problem. I picked later it up later that same day. According to their

Service Manager, Mark, the repair was done "right" this time.

Yet again the attempted repair failed.

I finally brought my car to Maroone Chevrolet in Delray Beach on July 6 and

picked it up on July 8. Unlike CarMax, Maroone Chevrolet identified the

root of the problem (a faulty regulator and motor)

and replaced them accordingly with genuine, new, GM parts. In the interim,

I had to obtain a rental car and rearrange my business and personal

schedules.

CarMax's repeated service failures caused me commercial loss and personal

aggravation. CarMax's General Manager at that time, MaryEllen, never

returned my phone calls.

I subsequently wrote to CarMax's CEO, Mr. Tom Folliard. He merely passed

the buck--right back to the Service Manager, whose department had caused the

problem in the first place. That kind of response was not only ridiculous,

but offensive and insulting. Later, Mr. Folliard's head of "Customer

Relations," Ms. Monica Westbrook, would proclaim, "CarMax never offers any

compensation to customers for its mistakes." When I advised her that I

would have no alternative but to take my complaint to the Internet, she

responded, "Do what you have to do." So, I'm doing it here and now.

Clearly this meanspiritedness and uncaring attitude starts at the top.

My advice: Don't waste your money! Never go to CarMax for repairs! Even

if you have one of their extended warranties, use it at a conventional

automotive dealership that understands exactly how to properly repair your

vehicle without playing games at your expense.

Mort