David Kerr sent a message to Thomas J. Folliard - President and Chief Executive Officer of CarMax, Inc. - Email Address that said:
CarMax in Merrillville is very friendly and outgoing when you purchase your car. They even make sure you know that if ANYTHING goes wrong within 30 days then theyll take care of it under their warranty.
What they dont tell you is that their service department has made up hours - sure the website says 7:30am-6pm, but dont be fooled! They only keep mechanics there until 5pm. So, if you try to go between 5pm and 6pm, they wont even take your car in for the night for them to work on it the next day. In fact, they will tell you that you have to come back on Monday and then they can help you.
Then you can call them on Monday at 7:30am and have nobody answer. So you leave a message. Nobody calls back. So, then you call back and hour later. Rinse. Repeat. You do this hourly and then somebody calls you back at 1:45pm. That person says Sorry, we cant bring in your car after 1:30. You ask for a manager. They transfer you to voicemail.
You speak to a manager and they blame you for it Nobody makes a same day appointment. You explain that you were doing exactly what you were told but they dont care. They dont have space to get your car in and diagnose it despite being told that you could. They say that it doesnt matter that you took a half day off work to go in - that theyll do you a big favor and give you a courtesy car while you drop yours off and then theyll look at it in a few days.
So, youre steaming mad after being ignored all then being told that you were dumb for thinking you could bring your car in today. Thats when you ask your significant other to call for you and see if you can find some resolution.
They call corporate and reach a friendly lady - who then calls the store and confirms that theyre going to be unwilling to help you. The person at the store, Roger, proceeds to act like its all your fault that nothing has been done and then tell you We always answer the phone like were lying.
The corporate rep has no power over the store service manager to get anything done and doesnt ever interject or ask anything. The store manager hangs up on me and the corporate rep says I know youre mad, but at least you can get a loaner car.
Why post service hours if those are made up and you refuse to help anyone during them?
You know whats worse? The car has a blinking check engine light would usually means catastropic failure. Their refusal to get the car in could lead to a major repair.
We will be extremely vocal in opposing CarMax to anyone who is looking to purchase a car.
Shame on you.
