Carmax sucks! I'm so fed up with them I'm dizzy from the anger and frustration. A single repair has literally taken a month to complete. At the beginning of October I had Henri in to their service center because coolant was leaking from the engine. At that time, I was told a head gasket needed to be replaced, however it couldn't be done at the Easton location; it would need to be done at the Sawmill location. I was also told that they would need to order the part in and they didn't have any openings until the following week and the Sawmill tech would call me to let me know when they would be ready for me to bring Henri in.
So I wait. And wait. And wait some more. Thursday of the following week comes and I have yet to hear from the Sawmill tech. So I call. He has no idea what I'm talking about. He claims nothing was sent to him about the repair, that he has no record of it at all. And this confuses me. This confuses me because before I left the Easton location I asked if I could just drop off the car on my way home so it was there and ready to go when the part came in and the Easton tech told me she called the Sawmill tech and that was when she was told no, they wouldn't be able to do the repair until the following week. So what gives? Why do they now have no idea what I'm talking about at Sawmill. Strike one.
So the Sawmill tech contacts the Easton tech and gets the information and orders the part, thus delaying the repair until the following Tuesday. So, last week I drop off Henri with the understanding that the repair would be a couple of days, but should be done by Friday. Wednesday comes. I get an update call from the Sawmill tech explaining that I do not need a new headgasket, instead I need a new water pump. He tells me the Easton tech misdiagnosed it but the claim was submitted for warranty approval and the part was ordered and hopefully the repair would be done by Monday. Strike two.
Today I get and update call that the repair was still in process and may be done b y Tuesday afternoon at the earliest. Strike three. I'm really pissed now. I had an appointment for a separate repair for tomorrow that I was forced to reschedule. I don't understand the lack of competency in the Carmax repair center. So I'm not stuck in my third week of not having a car. And I'm NOT happy. I've written a letter to Carmax corporate expressing my extreme disappointment and frustration with this experience. Hopefully their corporate can provide better customer service than their Easton and Sawmill locations have been able to provide.
