Matt Muckle sent a message to Thomas Folliard that said:
I am only contacting you because the support refused give me the number of the regional manager (or whoever oversees our local manager at the Charlottesville Location). The sales experience at CarMax was great; the aftercare has been deplorable.
I purchased a 2013 Nissan Murano from carmax 10 days ago. Yesterday the AC blower motor died. When I took the car in for a warranty repair the store told me it was going to be two weeks. That is unacceptable.
Any other dealer, or any other shop in town would have the car in and out in under a day. I quoted the repair at a two local shops at $300-320 parts and labor (~170 parts, & 1-1.5hrs labor).
The local store initially said I was just stuck with the car in the hot Virginia heat this week. After some pressure he offered to give a loaner for two weeks while I waited on a repair. While that is great for wear and tear on my car and very expensive for Carmax, its not a good solution. I shouldn't have the liability of my vehicle out of my control for two weeks for what is quoted as a 1 hour repair.
I want to take the car to a local shop for repair that will have it in and out in a few hours. Carmax can then reimburse me or be directly billed by the shop for the repair. This both saves Carmax money and me the hassle thus making me a happy customer.