Information, reviews and public commentary for US companies

 

CarMax Inc.

Rating
0.506173
Web
http://www.carmax.com
Address
12800 Tuckahoe Creek Pkwy.
Richmond, VA
23238
Contact
Thomas Folliard
Role
CEO
Phone
(804) 747-0422
Fax
(804) 217-6819
Employees
15,460
Twitter IDs
@CarMax
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Mandi Settlemire - 32 d 6 h ago

0

Horrible horrible horrible...just purchased car on 3/1/2018....been back to service department SIX times, problem after problem and still one particular problem not resolved (already had TWO

LOANER vehicles) ....my SEVENTH appointment coming up on 7/24, CAN'T WAIT....

Once you buy a car from there, they just stop giving a crap about being a customer and simply EXCUSE you and basically blame YOU for the problems....I even have the extended warranty and the service consultant not only talked OVER me when I was trying to explain the problems AGAIN, he WALKED AWAY from me. I have a video.

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Mandi Settlemire - 32 d 5 h ago

5/1/2018 was purchase date, not 3/1

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Herbert smith - 41 d 4 h ago

Saw online where car max could give us a little history on car we wanted to purchase concerning whether or not it had been in an accident. Gave them the VIN number of the car plus the outrageous amount for the report. All that came back was it was a one-owner car which we knew!! Thought we were gettting some vehicle history. A rip off....Beware!!

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Stephanie mason - 59 d 7 h ago

3

My sales lady was Rhonda she was very helpful at the location in Fort worth Texas .My problem was that when i bought my car 2017 Hyundai Sonata didnt notice till days later that the drivers door was a total different(darker) red than the rest of the car.I was called and emailed picture the service dept set me up with a day to bring in and leave and supplied me with a loaner vehicle.That was something that should have been notice before the vehicle was sold.Picked up my car the following week to notice that its still dark and looks the same way.Took new picture and emailed and called and back up here again 4 people looking at the car and one already gave knowledge that its two different colors but,when supervisor comes nobody see the color difference :( When clearly i would not be complaining if was the same color.That is the only problem that i have with them and have me very upset to pretty much tell me i am color blind and my pictures i took from my phone are not correct.I retook the picture while they were standing there and no flash no nothing pics still came out the same way and the car right there in front of us.I have left reviews ,I have received numerous emails (no calls) from customer relations to only just getting a call from the service manager at the location.If i wanted to deal with them there at the location i would not have reached out to the customer relations.If this was something minor i would let it go.But to make me out like im loosing my mind and seeing things is beyond disrespectful and i will not let this go.His is beyond horrible.

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Cody D. - 70 d 6 h ago

0

Dear CarMax,

I would like you to hear about my recent experience with the purchase I did at your Murrieta, Ca location. After researching and finishing the car I like, I paid and had it transferred from Las Vegas to my local dealer. My salesman called me to let me know that the car has arrived. I made an appointment on the date when I be there to complete the paparwork and pickup my car. After arriving at the dealership at 3:30pm the salesman told us that they have not transferred the paperwork from Vegas location to California and should be completed shortly. After waiting two hours, I told my salesman that I will go to lunch and call me when the paperwork is all completed. I received the phone call to go back that the car is ready for pickup. Once I got there, he informed me that they are almost done and should be few more minutes. After another hour and half he came back to let me know that the price of the car has gone up by $500 and the interest rate is one more percent higher! I ask to speak to the manager, after half hour manager came to tell me that he is working on the paperwork and should be completed shortly. Another two hours went by they came back to let me know that driver side window is not working properly and they have to fix it. An hour later I went to see the car and the window was still not working. By 8:30pm finally manager came to let me know that all is set with the $500 and the one percent has been adjusted and nothing to worry about. He said all they have to do now is to wash the car. At 10:30pm everyone was gone and I went to the sales associate asking if the car was washed and I can leave. Come to find out the car was washed and no one informed until I approached my salesman. Finally, I let with my new car! I have never had such a experience! We have purchased several cars at different locations and never been treated so poorly and unprofessionally. I need your upper management to be aware of this kind of situations to keep your team focused on the importance of customer service. I hope to hear back from you!

Thank You! Cody D.

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Eric in Madison WI - 73 d 3 h ago

1

From what I can see if you are a buyer this may seem to be a simple process at face value. Living in Madison WI and have worked in the automobile retail end for more than 22 years up to 2013, let me say that your systems are as old as time and no matter how much you project an image that you are something different you will not be. Greeted as I walked into a very vacant (show room) told represented I was here for a specific car, was pointed in the direction and left on my own, maybe just ask just a few more questions other than sending me on a hike. I reached out the following day since I was doubtful this would be easy, provided all the numbers that I have from 3 other transactions in hope to get the exact color and equipment from your organization. I was told that I had to bring the trade in for them to evaluate it, 2017 Ram late model not hard to work with. I took the time to show up to go through the process and again was greeted by nice rep, he took my keys, insisted on playing 20 questions when I had already provided any information they needed the day before, old line (it is the process), ask for manager and was introduced to him, I am not sure if he had a pulse and was repeated his process line again, he confirmed that he had read my email from earlier in the day with no acknowledgement that he would try to help. I waited 25 minutes for the brain trust to come back with a number on my trade equal to rough book, $4000 to $5000 less than the other three deals I have worked at roughly the same retail number on the same used car elsewhere. It is not rocket science, it is the car business. I do not begrudge you making a profit, it makes the world go around. Where I do not agree with your philosophy is that you are just like all dot.com's, tell everyone what they want to hear to get them in, then treat them worse than everyone else out there doing each day better, quicker, and with more respect. You have changed the market in the fact that you are driving down margins for dealers who provide service and making it harder for individuals to make a living doing it. Thank you for the absolute waste of my time. Buyers beware they are sharks!

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B Maxey - 76 d ago

1

After our experience last year, I was cautious giving CarMax another chance. But, I am in the market for a used car for myself and they, unfortunately, have the best selection. I started the process a couple of weeks ago while I waited on my bonus and asked for a vehicle to be brought over to test drive. I was contacted by John, who received my inquiry via their web page. He got the car scheduled to transfer (which took quite a long time for being so close...but that may be logistics). While transferring, I went into the Dayton store to look at some other vehicles. I went in without notification and was not surprised the John was with another customer, so they put me with another employee. Fine, no worries, I didn't tell him I would be in. I drove a couple of cars and then left, noting that I would be back that weekend. Again, no set time, so he was unavailable, no biggie, I tested a couple more. The next time, I did tell him I would be in about 7 on a Friday. I had also requested another vehicle. I called later that week because I had not heard about the transfer, where he told me that he had not seen it and would get it processed (I don't know how he could have missed it). I told him I was coming in Friday with my wife to look again and get her opinion. Surprise, busy. Now I am with the third person (whom always go through the same script, "what kind of car are you looking for, blah, blah, blah). Do they not add this to my profile? Do they need to keep asking? Well, the test drive went okay, but again, no John. This happened the next two times, always with different people. Finally, the other car was in and I told Victoria (his second) that I would be in at 10 am Saturday (6/2). I go in and, guess what...no John (he was on a charity walk) and no Victoria. In the meantime, the guy at the front desk saw John coming in and said he would let him know I was there. I told him I would be in the lot browsing and to have him meet me there or call. At 10:45, I had had enough. I went back in and John was sitting with other customers, I guess appointments mean little to the Dayton store and of course still no Victoria. I told the desk guy I wanted to speak to a manager, and he said he was one. I informed him of my extreme dissatisfaction with the process (it mirrored last year) and told him that corporate WILL hear of this and I would go down to the Cincinnati store (40 min out of my way). Monday, I will make sure they do. With the prices they charge I expect a few things in return from CarMax: Clean mechanically sound cars, a clean showroom, and exceptional customer service. The customer service at Dayton is not even mediocre, The Cincinnati store was the exact opposite as far as service. IF, and that is a very big IF I end up buying a car again from CarMax, it will be because of the Cincinnati store. I will be talking to corporate, and you better belive that I will go out of my way to warn others looking for cars in Dayton to stay away from CarMax, Dayton.

Up until today, I have had a good experience with CarMax. I bought my Genesis from them and could not be happier. However, our experience this time while shopping for a car or SUV for my wife has been less than acceptable. I had them bring a Kia Optima EX up from Cincinnati to test drive. It went fine, though I have worked with three different people now, but it was fine except for a seat heater that was not working. I requested on their website, later that night, for a Murano to be brought over from Louisville as the one they had was a base model. I received a call today from one of the three people we have talked to that 'management' was balking at having it brought over. We've had one other car brought...from 35 miles away...and it's their policy all over the website that they will do this, with no commitment. IT"S ON THEIR WEBSITE AS A POLICY. They, according to the caller, say we've drive too many varied cars (it's my prerogative to find what we like, correct?) and even apparently thought I had asked for those cars to be transferred (they were on the lot, and it shouldn't matter it's their policy, with a happy freaking face). So, in summary, it does not matter how many cars/SUV's we've driven, it should not matter we asked for two from close CarMax dealers to be transferred, it should not matter if we are looking at cars AND SUV's. What matters is they have a corporate policy, they need to stick to it. If I had asked for my 5th car to be transferred, sure, that seems excessive (though not against their policy), I didn't...just two. Will I buy now? Maybe, but they will need to win my business back.

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3 Months 3 Cars SMH - 91 d 8 h ago

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March 9, 2018 my daughter bought a car from Carmax in Waukesha Wisconsin 2012 Hyundai Veloster.right away there were issues check engine light steering sunroof oil they took the car to service it for four days and said the only issue was the Cadillac converter which took them supposedly four days to fix. Drove the car home had more issues lost 3 quarts of oil in one day took the car back once again the service department kept her car for 26days only to say they were fixing the sunroof and the radio and they

completely forgot about working on the oil issue until the last four days. They then told us we need to have the car and drive it for 500 miles bring it into them and they will check to see how the Oil is brought it in there and they said they're not sure what's going on cause there is no oil. Now they have to tear the car apart with Frustration we left and took the car with us.GM called us and said we are so sorry about this we will get her into a newer car 2nd car we got May 5th it was a 2015 Hyundai Elantra right away I noticed issues the coolant went from full to empty in 1 day the breaks had so much lube on them to quiet them down steering was way off and the driver's seat wouldn't stay in place when she would break it would rock out of place. When she tried to adjust it her hand was covered in grease.. So again in the first few days nothing but issues. Now here comes the best part of it all the service department from day 1 lies to us saying they didn't notice all of the issues but when we asked for a detailed report of the first vehicle the report was so long it took hours to go through. Also they sold us a car that had recalls which they didn't disclose until we brought it up to them and they took upon themselves to fix instead of sending it to the manufacturer. The GM in Waukesha apologized to us several times saying this never should've happened the first time the second time he didn't say much besides lies telling us she will get the car that she wants she only needs more money. Then they go on to tell us she never should've been financed through them because she is self-employed threw a delivery company. They knew from the beginning what her job was so any car she gets now she cannot have an extended warranty. Are you serious? We have been on the phone with Carmax Headquarters for the last month and they are leaving messages for the manager who won't reply to them or when he did reply stating he talked with my daughter and they got the 3rd car and it's being shipped. I have all the phone records not one call from Randy the GM only a text message from another sales person. The 3rd car she has told them she doesn't want it's been in a car accident and was a rental car for 2 previous places. Also they told us if it was a rental car they would have to tell us by law. Nope the Elantra was a rental car and it had several issues.

So now onto the FACTS Carmax got sued for not reporting recalls. My daughter has lost out of over 3 months of work so far which is around $8000.00 you can call whoever you want at headquarters the farthest you will get is customer relations which they are very nice but have no power to do anything but call the local dealership and try to talk with them. Last but not least I can provide paperwork of all repairs recalls that they tried to cover up. Voicemails from service department with them back tracking there lies. And texts from Carmax workers. You may ask why I'm not getting a attorney and having this handled quickly well here's the answer. Quickly means quietly which means I can't warn others to stay clear of Carmax. I will post everyday on every darn review page social media page until Carmax owns up to there lies and deception.

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CarMaxed Out - 113 d 6 h ago

1

I'm greatly disappointed in CarMax. After purchasing a used 2015 Kia from them in October, it's been anything but pleasant. To make a long story short, I've been to my local CarMax dealer at least 4-5 times for the same problem, a leaky sunroof. I can't imagine they didn't know about this problem before selling me this car, but I guess the weather was on their side with it didn't rain until later than month and hence the leaking started. First I was told it was the tubes draining from the sunroof that must have been clogged. I was assured it wouldn't happen again but every time it rains inside. Then when it got warm enough to open the sunroof, the rubber folded over and I had a gap which meant more water on the inside, but I took it to the dealership and after 9 days of my car being in the shop, 3 days later when it rained...Yep!! Rain inside again. So now it's back to the dealership and they are going to take it to a body shop and they "assure" me it will be fixed, but they said that the last 3 times. In the meantime, they can't tell me how long it will be before I have my car back and follow up is horrible. So I'm basically paying for a car that leaks or I'm not driving. It's so sad that they make everyone believe they have their best interest but honestly they are just hoping you tire of the issue and just live with it. Btw, the loaner car they gave me the tags are about to expire in 4 days. Way to go CarMax!

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Carolyn Henson - 114 d 1 h ago

0

A company full of crooks!!! My son went here, has an excellent credit score and bought a car in his name to help a friend, so his friend would have good transportation to get to and from work, they ran his credit, it was approved, he gave them cash for a down payment... he returned 2 hours later because they noticed the car has a bent rim. Upon returning to the Sawmill Road location where they purchased the car and advising them that the car they just purchased has a bent rim they got angry and they immediately decided they wanted to revoke the car and the deal. They called the finance company that approved my son's purchase and demanded that they cancel the contract with him, that they were no longer willing to sell him a car because "It's against the law for him to purchase a car in his name with the intention of allowing his friend to drive said car". MOST RIDICULOUS THING I'VE EVER HEARD... ALSO... NOT TRUE! There is no law that states that, it's no different than a parent purchasing a car for their child, it's his prerogative so long as he's insured to drive it and the payments are made, no laws are broken and no finance company would ever deny a paying customer for these circumstances. So at this point my son is fine with them taking their car back, he no longer wants to deal with them, who could blame him but now they advise him that the cash money he gave them 2 hours ago cannot be refunded to him on the spot, even though they are cancelling a contract he entered into with the finance company and demanding the return of the vehicle on the spot, sounds A LOT LIKE THEFT TO ME! They informed him that he must wait on a check to arrive in the mail in 7-10 days. I advised him to call the police, I sure hope he did. They also refused to give him the name of their General Manager on 3-4 different instances. What kind of business are these people running and how exactly do you think you can get away with concocting lies like this just to get out of replacing a bent rim on a car. My son has worked extremely hard to build the credit score he has and now this ludicrous transaction has resulted in a hard credit inquiry, and an approved car loan only to be cancelled 2 hours later. Well FYI, we are contacting the BBB to file a complaint, the attorney general and 6 on your side. NO ONE SHOULD EVER HAVE TO DEAL WITH CROOKS LIKE THESE! Also be calling their corporate offices tomorrow to file a formal complaint against everyone involved in this ordeal and anyone and EVERYONE else that will listen to this ridiculous ordeal.

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Wendy Nimmons - 114 d ago

0

Lies to customers about payment for cars that they buy. Tells you that they will cut you a check and when you take the check to get it cashed you are informed that what you have is a bank draft! Not a check! If you have no bank account you are out of luck! Then, will not give you your car back or cut you a check! Told me to go open a bank account to get my money! They lie and don't care who they hurt!

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Anonymous - 115 d 5 h ago

I turned down this job interview because of the degrading way that I was spoken to on the phone by the recruiter. I was yelled at and wasn't allowed to speak . It was in reference to an E-mail that I sent that was misunderstood. This does not appear professional on the part of car max and I am concerned about the way I would be treated has i taken the job . The recruiter was Corrine McBride .

I do not not speak to people this way and feel like I should not be spoken to this way . Thank you so much for reading.

Sincerely Yours,

Joyce Friend

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Michael Trotter - 118 d 2 h ago

0

The Sacramento store is horrible. I purchased a car from that location and after only driving the car for 5k miles the car start have oil leaks and the Cadillac converter went out. They also found a bubble in the tire which explained why the car is pulling.

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Columbus, Ohio - 130 d 14 h ago

0

Every statement in here i believe to be true because of my current experience. 2 days out of warranty they my check engine light comes on, i call them and they are pushing m to go to the Cadillac dealership to find out why the indicator light is on, use the extended warranty you bought, really ?

I took the car back initially said tread was worn on tire, they said it's above their allowable limit but also had them check alignment, it was off. That they agreed to had it realigned. Car still pulled i examined the tires, found a bubble called them told me i need to take it to a tire center to get new tires.

Unbelievable, Have never seen anything like this. Do not buy run from these crooked operation

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Clint Brink - 182 d 18 s ago

1

I bought a car from them and the first day my engine light comes on. I brought it back and they had to look at find out what was wrong and I had to come back three times to have it fixed cuz wrong parts were ordered. Now my engine light is on again plus my indicator light on my dash don't light up my tranny jerks hard when I try to shift it p r or d gears. I had it worked on to solve this issue some where else due to how long it took to fix it previously at car max. It worked for a short time(2 weeks) but now it's doing the same thing again . I can't believe that I have to go threw all this b.s. after getting a car from car max. This is unacceptable and unbelievable.

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Tony A - 144 d 11 h ago

1

Same stories really ?

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Robert Baize - 141 d ago

0

I have had a similar issue.after I drive my car for about 40 miles the transmission starts acting up.I have taken it in 3 times and5they drive it about.7 miles and tell me they can't duplicate the issue.also the paint was flaking off and after 3 attempts it is still coming off

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Brian - 164 d 51 s ago

0

I am extremely disappointed with this company. I will never buy a car from them again. Warm everyone you know not to buy from this company. You will waste your time if you do.

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Jenn Meeks - 162 d 14 s ago

1

I will NEVER do business with CarMax again. I have been dealing with an issue from day 1 that I purchased my vehicle. I have been contacted by their customer relations department that basically told me that my complaint goes no further than there. Interesting though that they have yet to come to a resolution as these folks have no clue as to how to fix an issue. I am waiting to hear from the CEO!

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Tony A - 144 d 11 h ago

0

Exactly !

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Aliksan Temelsiz - 150 d 37 m ago

0

Me and my wife bought a 2014 camaro ss convertible with 32000 miles on February 23RD 2018.Car needed alignment, brakes were low 4mm pads,key would not come out of the ignition after shut off the car,convertible top was leaking inside the car back carpet,water in right taillight,damaged left rear quarter above the rear tire hammered out by someone not professional!

I got an estimate from a body shop to fix the body for $650.00.

They refused to fix the body.They refused to fix the brakes. Car is still in their shop for a week and a half

They still did not fix the key and the taillight.Im very disappointed by the sales manager and the service manager by their not caring about fixing all the problems on this car after 27000 cash for this car it has been in their shop more than we drove.This is unreal that I have to spend more money to fix the problems on this car after spending 27k

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Tony A - 144 d 11 h ago

0

Another one with a similar story

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Anonymous - 149 d 8 h ago

0

Anyone buying from CarMax...make sure they provide you with "physical evidence" of the "INSIDE" of your engine to make sure there is NO sludge already built up in their. If you purchase the extended warranty (like I did), read it carefully...IF ANY "SLUDGE" IS PRESENT SHOULD ENGINE FAILURE OCCUR (even with regular maintenance) THE WARRANTY IS VOID! With that being said...here is an email I sent directly to Mr. Nash, who sadly is too busy to reply to it, but rather had a customer relations representative contact me. Unfortunately, with no resolution. Since your corporation "values" customer satisfaction, I feel that it is imperative you know how unhappy this loyal customer is. I have purchased several cars through Car Max as well as sent over many referrals who drove out of there with a purchase. After 3 months of my KIA being at the mechanics, due to my extended warranty not covering what should have been covered, my family is now financially suffering. It took 3 months to save up for the purchase of an engine and repairs, not to mention all the money spent on Lyft rides. Almost $5,000 later, I felt the need to express my disappointment with a company I swore by and truly believed in. I will never know how people such as you sleep at night knowing you took advantage of a loyal customer. I made a simple request for you to provide pictures of the inside of my engine, and you didn't have any. You demand supporting documents from your customers, but yet, YOU can not provide this one simple piece of supporting documentation I requested. How is it that you didn't have this? You advertise your vehicles "come with a free vehicle history". (your website clearly indicates that under "We Stand Behind Our Cars") I feel that with especially the KIA engine recall you would want to thoroughly inspect the inside of the engine since that is where the issue was and that requesting images of the inside of MY Kia engine would not be unethical. My mechanic clearly indicated (as a previous email sent to you stated) that the issue was not caused by me, it was most likely there at the time of purchase. Due to your lack of supporting documentation we are now in a financial hardship like never before. I vow never to make a purchase with your company nor recommend anyone else to your locations. My Kia purchases will definitely continue, but directly with the manufacturer. I wish the value you claim to have for customers INCREASED/ROSE as much as your 3rd Quarter Results indicate... - Net sales & operating revenue INCREASED 11% to $4.11 billion - Used unit sales on comparable stores INCREASED 2.7% - Total used unit sales ROSE 8.2% - Total wholesale unit sales INCREASED 9.1% - CarMax Auto Finance (CAF) Income INCREASED 15.1% to $102. 8million - Net earnings INCREASED 8.9% to $148.8 million and net earnings per diluted share ROSE 12.5% to $0.81 I sincerely wish your company continued success.

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Tony A - 144 d 11 h ago

1

Not surprised engines are a problem the cars are really only visually inspected before they are sold from my experience.

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Tony A - 144 d 11 h ago

1

I too have had a major loss of car use with my BMW 650 l convertible I purchased at the Riverside , Ca store. The car hit 55k miles and smoke of a major blue cloud blew out the back. No where n could find the cause or could not get it to do it. This all started in November 2017 and just resolved last month. The warranty had been cancelled and then reinstated after a month the car I could not drive for over 4 months I paid $1400 plus for a rental car that was not covered by the warranty. The total cost to repair engine was over $8000. I bought another car a MBZ TO TRY TO trade this car in they did not want it. So I had the Mbz to drive at $600 a month and $3000down and I paid concurrently for the BMW. Including insurance over $900a month. Now it has problems again and so did the MBZ which is now getting two rear tires as it was sold with a falsely filled out 98 point inspection the rotors were done twice last month and the tires were bald an no one told me so in the rain I spun out almost in a head on collision going uhill on LA Cienega Blvd I was able to steer it back I assumed it was rain slick roads but two days later it blew out the one back tire and I was shown that it was an expired tire not fixable it they are originals. Now today they will be replaced not without a fight. So now the BMW alternator light came on and a warning light it has too much oil. Really the BMW dealer just used $8000 to repair gaskets and oil retaining products plus the cooling system which also failed again after I got it back. Now I'm behind two payments and asked for a credit to put towards MBZ payment and I want to turn the BMW in. I'm done per contract we have to arbitrate they cannot threaten to repo the car yet as they have done on both and I'm out over $5000 dollars. I have started a social media campaign. Have over 100k followers to call out Car Max for deceptive practices and will make a comlplsint to the state consumer affairs board for decieiving practices. I have a confirmation letter already. Someone with authority needs to get back to me as customer relations only sends one back to the dealer that has limited refund funds but corporate can resolve this easily as they have a legal department and I can go to arbitration. Please get to me within one week. Thank you.

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Legal Beagle I appreciate the comment, thank you. Superhero? I am not, u ... 

AT&T
Anonymous So where do I start, I started calling Att wireless over a  ... 

The Sherwin-Williams Company, Inc.
Sean I painted my house last year. And my siding of my house is  ... 

Orbitz
Anonymous Get with it Orbitz if you are expecting your customers to s ... 

Enterprise Holdings, Inc.
A Christensen As you can see, I sent this on July 30th. Since then I have ... 

The Wendy's Company
Anonymous Went to the Wendy's located at 1029 high point road randlem ... 

Ashley Furniture
Jeff Webber Wow! After reviewing most of the reviews posted here I don' ... 

BP Oil
Austin Tim Bottles, change, and lottery tickets.

Ford Motor Company
Tina You are absolutely right! Worst customer satisfaction.

Earnhardt Ford
Nicole Neitzel I went into your store today after fighting with 3 separate ... 

Dillard's Inc
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Starbucks
vonda marcum My name is Vonda Marcum and live in Olympia. I have submitt ... 

Public Storage
Jackie I have the rudest store manager ever she is totally unprofe ... 

The Directv Group, Inc.
Terre aguilera ATT/Direct TV changed paper to paperless without asking Att ... 

Citizen's Bank
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