Marian sent a message to Thomas J. Folliard – President and Chief Executive Officer of CarMax, Inc. – Email Address that said:
Good day Mr. Folliard,
I am writing you again because you helped me with my carmax purchase back in 2010 in Jacksonville, Florida.
This time, the issue concerns my sister who resides in Brunswick, Georgia. I referred her to carmax a few weeks ago. We found the vehicle on-line and I visited the carmax here in Jacksonville at 11335 Atlantic Blvd.
Please allow me to share my experience with you: I was on the phone with my sister, the buyer, who was speaking to me from GA. As I approached the lobby, I saw several people around, no one offered to help me so I asked one person, are you a sales person, the answer was in a rude tone, "no, what do you need?"- (the answer was not, 'no, but I will get one for you). I walked back out to the lot, looking for the vehicle she wanted, I waited so long on the lot that I literally pulled the maintenance worker from their duties to ask them about the car. Upon my return to the lobby, I asked for the sales manager, as he approached, realized he was the same individual who I first encountered with the rude tone. When I expressed my dissatisfaction with the customer service, he immediately tried to use my being on the phone as his excuse for ignoring me. Mr. Folliard, dealerships will make sure there is a sales rep standing by until you get off the phone, that is common knowledge now days. The fact that I had to wait on the lot and eventually pull the maintenance crew was unacceptable and I let him know that. His reply? Ok, thank you for your feed back, and he walked off. This is not indicative of the customer service that I am accustomed to, so, before you retire at the end of the year, will you help me find a vehicle for my sister? She wants the Chevy Tahoe or a van, payments 350-400. I still have my Ford Explorer in mint condition and I will be looking in the future for a Lexus. Thank you kindly!
Marian
