Lee sent a message to Thomas J. Folliard – President and Chief Executive Officer of CarMax, Inc. – Email Address that said:
Good afternoon Mr. Folliard. My wife and I purchased 2 vehicles from your store in Naperville, Illinois about 3 weeks ago. We were extremely excited because we both left with vehicles we were happy with. As we stopped at a nearby restaurant for a celebratory dinner my wife noticed that the light on the passenger side door mirror didn't illuminate like the one on the driver's side. I checked out and it was in fact inactive. Our problem occurs when I was told by a service writer Percy that he had to order the parts and they would arrive in about 2 days. We asked him if they could be transferred to the Tinley Park location as that store is only 15 minutes from our home and Naperville is 53 miles away? He assured is that it wouldn't be a problem and when the parts arrived Tinley Park would call us to set up an appointment time to drop the vehicle off. I thank him and now 3weeks later no call and Tinley Park has no idea what i was speaking about. They told me that they had nothing delivered there for me or my car. I called Naperville back and was told again that the parts were sent to Tinley Park. I asked to speak with the service manager and got nothing but his voicemail. I asked to speak with the general manager Mr. Howard McClain and we're just playing phone tag. Sir can you please assist my wife and I on having our vehicle repaired? Lee Thanks. I am aware that you are an extremely busy man and I do appreciate your attention to this matter.