CarMax Ontario - Now offering Express Pickup and Home Delivery

by drogers823 on 01/21/2015

First let me start of by saying that I think Car Max is a great place to shop and to get what you’re looking for. I found a car that I really liked but it was in Burbank. I had it shipped to Ontario and was very excited about my selection. I arrived and met my sales consultant and that’s where the story went bad. I received an email from Car Max indicating that the car I inquired about would be there in 3 days. Attached to the email was a sales consultant that was assigned to me and her name was Michelle Ho. I called when I got the notification that the car had arrived and Michelle Ho introduced herself and invited me to come in and test drive the vehicle. This is where is went horribly wrong!!! When I arrived, I felt like she treated me like a second class citizen. Her customer service was poor and her attitude was very condescending. Before we went on a test drive, I asked her about the cleanliness of the car and she told me to worry about getting it first. I told her that I didn’t have the full down payment at the time but would have it in 7 days and she seemed very unwilling to work with me to have this happen. I had a loan approval of most of the money, but due to the extended warranty being more than I anticipated, I just needed a little more time. Michelle had no clue about how to make this deal run smooth even though I had everything that my loan required of me (check stubs, references, and bills…everything). Michelle asked me about my paycheck stubs as if I made them up (I’m a school administrator, really?). She wanted to know why my year to date only showed one month, hello!!!! We were in January. Anyway, she put me through so much and as the evening went on, I inquired about getting someone else to help. She acted like she couldn’t come up with clever ways to hold the car for me. I suggested that she put the car in the shop to work on the things that we observed needed attention to buy me a few days and laughingly she agreed and said, I was just going to suggest that. After all of that I was back seven days later and it went even worse. I came in as expected and the car was still filthy and when I asked her about it, she told me that its company policy to not have the car washed before the deal is done. (She’s crazy). A colleague of hers asked if we were being helped and when we told asked him his thoughts on the situation, he said “I would have had the car washed because I wouldn’t want my customers to have to wait”. He also said that he would do it but he didn’t want to step on anyone’s toes. After that she went through the same documents again and asked the same questions as if I changed something or something didn’t make sense to her. As my frustration grew, my girl went to get a manager before I exploded. I asked her if she could get the car washed while we were doing the paperwork and she shushed me as if I were a child. Rene came over and was extremely helpful and wrapped up the transaction in 10 minutes. At one point he was thanking me for our business and she still wanted to know about something that she thought he may have overlooked. My experience with her was horrible and it took everything in me not to go off on her. She is incompetent, thoughtless, unprofessional and someone that I would definitely look at retraining. Everyone else there that I have dealt with were so friendly and professional that it made me realize that it wasn’t a Car Max issue, it was a Michelle doesn’t know how to treat people issue.

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