Sarah Bradley sent a message to Thomas Folliard that said:
I purchased a 2010 Nissan Murano from the Carmax in Norcross, Georgia on October 14th, 2019. Two months later, my car overheated, engulfed in smoke, and broke down on the side of the road, leaving me stranded on my way to work. I had it towed to the service department, who had the car for an entire month. During that time I received phone calls from time to time with vague updates while they "tried to figure out what was wrong with it." At one point I was told they had to take the car to a Nissan dealership for them to try and figure out what was wrong with it. When I finally got my vehicle back, it was right at the end of the 90-day warranty expiring and I was assured over and over that everything was fixed and the car was in pristine condition. Yesterday, my car began leaking oil on my driveway, so I took it to my mechanic. An honest mechanic. In his words, "Trade this car in immediately''. It is a lemon. This is the 'holy bible.' Carmax sold you a bad car and there was no way this vehicle would have passed even a basic inspection." He explained that there is a leak in the oil filter housing, a transmission leak, a rear main seal leak, a valve cover gasket leak, and a crack in the front control arm. I would need an entire new transmission. "You were sold a bad car, period. You were lied to about any kind of inspection. You need a new car."
To say I am disappointed in Carmax is an understatement. The fact that the car obviously did not go under any inspections before being sold to me is wrong. The fact that the car broke down within mere weeks of me buying it is wrong. The fact that my car was under the care, "repair" and "inspection" of your technicians for an entire MONTH, during which time they did not address or correct the obvious things wrong with it, and then gave it back to me knowing the many things wrong with it, is wrong. It is unethical.
Moments after I purchased my car at the Norcross Carmax, I was sitting in the waiting area waiting for them to drive my car up, when a woman told me her experience with Carmax and that I should run. She, too, bought a car from Carmax and had a similar experience to what I have now had. She was also sold a bad car that had many things wrong with it. She explained that she had reached out directly to you, the president of Carmax, to make right of the situation. She was getting a new car to replace the bad one she was sold, but was still weary of what she might be getting this time. I was terrified when she shared this with me, but I had already made my purchase, and prayed that this would not be the case with my car. I am now looking online and finding out that this is a very common occurance with Carmax. The "inspection" your company advertises to give each car is an obvious lie, and is unethical at the very least.
I sincerely hope you will help make this situation right, and I will be able to tell people that Carmax made a mistake, but did the right, ethical thing, and was able to replace or trade in a car that has actually passed honest, trustworthy inspections.
Thank you for your time and I hope to hear back from you promptly.