CarMax Palm Desert
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Customer Reviews of CarMax Palm Desert
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CARMAX TEST DROVE MY CAR AND BROUGHT IT BACK BROKEN & DAMAGED!!!
by BEWARE of Carmax on 08/08/2023BEWARE!!! CARMAX TOOK MY CAR ON A TEST DRIVE AND BROUGHT IT BACK BROKEN!!! They caused $1102.00 worth of damage and REFUSED to pay for it. The car was in their possession, they damaged it. Their employee was driving it when it occurred.… They are negligent. BEWARE OF CARMAX! I am a HUGE car nut. Cars are my passion. I am also a previous client of Carmax's having bought a car from them a few years back. I maintain and baby all of my cars to a point that most people who know me, make jokes about it. That said, I took my car in for a simple appraisal at CARMAX. The guy at CARMAX, Joseph, said he needed to take my car on a test drive. That he needed to see the vehicle get to 30 mph and he wouldn't be going over that. I said sure, go ahead. This car is maintained meticulously. I just had it at the BMW dealership for a brake flush service. Joseph takes my car, he's gone for about 15-20 minutes. First off, that's too long for a quick appraisal drive. He comes back and I see him hurriedly walk up to another man behind the counter (Marq). They both take turns looking at me and looking back at my car. It was very unnerving. It was clear something was not right. Joseph walks back outside and I follow him. When I get outside and asked him if everything was ok. He seems really strange and in a hurry. He says everything went fine and I'd get my appraisal by email and he begins to walk back inside. I stopped him and asked why he'd rushed in to speak with the man behind the counter. I told him something didn't seem right and that their conversation seemed concerning. It was ONLY at that point he said to me "Oh, your check engine light came on in your car." I was totally thrown off by this as my car is in perfect shape and has never had any sort of issue. It's meticulously maintained. I asked Joseph what happened and he did not give me any answer. He simply said I don't know. The light just came on. I didn't even get a chance to ask another question, he got defensive and said he was going to get his manager. Joseph from Carmax got in my car and it was working beautifully, he brought it back and now it's very, very broken. The car while in park was revving high. It's going back and forth without any pressure to the throttle. I have no idea what he did and he is not being forthcoming at all. The manager, Marq, comes out (same guy he had rushed in to speak with) and just tells me he can't help me, "this happens." I can't tell you how upsetting that was. I immediately take the car to the BMW dealership, it will barely drive. It's a total mess. BMW tells me it's a blown charger pipe. It's going to be $1102.00 to repair it. I reached out to Carmax, I send emails to the CEO and the entire C-Suite of Carmax. I got a response from a guy named Steve from the Executive Response Team. He says he's going to help, he calls BMW talks to the Service Advisor. He calls me back and says that Carmax won't cover the cost of the repair. He said that the service advisor told him it could not be determined because they were not there. The next day I pick up my car and have a conversation with the Service advisor who tells me about the call she had with Steve from Carmax. The advisor proceeded to tell me that it was truly one of the most uncomfortable conversations she'd had with another dealership and that she felt like Steve from Carmax was trying to pressure her into saying something that she couldn't say. This seems very much in line with the behavior I witnessed firsthand by Joseph & Marq at Carmax. I reached out once again to Carmax and this time it's a guy named William from the Executive Response Team. He comes across as though he is here to help and find a solution. He does nothing and calls a day later to tell me after "his investigation" Carmax won't cover the cost of repairs. I reached out to them several times, I gave them several opportunities to simply DO THE RIGHT THING. They refused at every turn. CARMAX TOOK MY CAR ON A TEST DRIVE AND BROUGHT IT BACK BROKEN!!! They caused $1102.00 worth of damage and REFUSED to pay for it. The car was in their possession, they broke it. Their employee was driving it when it occurred. They are negligent. BEWARE OF CARMAX!!!
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