I have written 2 letters to Carmax and the better business burea and I still have not had any results whatsoever, here are the two letters. 1st Letter written Last year(2001) Dear Consumer Protection Division: On April 11, 2000, I (my name) purchased a Black 93 Lexus ES 300 from CarMax. On April 18, 2000, I took the car in for service because I took it to another shop and they stated that I need a major tune up. At the end of May I took the car back to CarMax because whenever I hit the gas pedal I would hear a spinning noise coming from under the hood. A couple of days later I received a call from Mary Beth stating that the Mechanic had looked at my car and said that they couldn’t find anything wrong with it. On Friday, May 26, 2000 I went to CarMax and spoke with the Service Manager, Larry Wynn. The mechanic, the manager and myself went outside where the car was parked started the car and immediately discovered that there was something wrong with my car. So they told me to take it over the weekend and bring it back on Monday because the mechanic would not be able to look at it until Monday or Tuesday. I picked the car up on Thursday, June 1, 2000. A new timing belt had been installed. The noise was quieter but never completely gone. So, by this time I am frustrated because my car has been in the shop more than I could drive it, so I kept driving the car until the noise was so loud that all you had to do was crank the car up and you could hear it. On October 4, 2000 I took the car back to CarMax in which it was there from October 4 October 21, 2000. On Monday, October 16, 2000, I received a call from Mary Beth stating that they had found out what the noise was coming from and that it was my Power Steering Pump and that she needed the okay from me to go ahead and fix my car so I said yes. On Thursday, October 19, 2000 I received another call from Mary Beth stating that the mechanic could not get the power steering pump off of the power steering hose so they needed to replace the whole line, so I said okay. When I picked the car up the noise was still there, so on Sunday, October 22, 2000 I called Mary Beth and left a message on her voice mail stating that I still heard the noise in my car. On Monday, October 23, 2000 and Tuesday, October 24, 2000 my fiance took the car back to Carmax in which he was told that it was my transmission. Mary Beth told him that the mechanic Bruce McDonald stated that it was my transmission. On Saturday, October 28, 2000, I called CarMax and spoke with Dave Kriter who is the Service Center Manager and talked to him about the problem that I was having, he told me that he was going to look into my records and give me a call back before 5:00PM, in which he did. He called me back and Dave Kriter, Rick Lyons and I spoke on the speaker phone about the same things that I spoke to him about and he told me to bring my car in on Monday morning. On Monday,October 30, 2000, I went to Carmax and spoke with Rick Lyons and he and I drove my car and he listened to the noise that I was talking about while we were driving the car he stated that he heard the noise I was talking about. He parked the car and told me to go inside and get the keys from Mary Beth for the loaner car that they would let me use while my car was in the shop. I think that I deserve to get a full refund of $740.08 for the repairs that were made to my car that did not fix my problem. As of Monday, October 30, 2000 my car is in the shop for the same repairs that I paid to have fixed. My transmission is under warranty and should be fixed for no cost to me. I have been having this same problem since I purchased the car and it should have been fixed a long time ago. 2nd Letter written this year(2002) On April 11, 2000, I (my name)purchased a Black 93 Lexus ES300 from Carmax. I have on several occasions brought my car back to the shop for repairs in which I am still having. Several months’ back I took my car to Carmax in Laurel for repairs in which Lexus stated still are not repaired. When I purchased the car it had 82,363 miles on it I only have 109,000 miles on it now and my car have been in the shop more than normal. My car was there for service on April 17, May 30, June 10, October 4, and October 24, 2000 and each and every time you will see that the problem was a buzzing noise or a whistling noise coming from the engine. In October of 2001, I took my car to a Lexus dealer for a diagnostic evaluation in which I found out there were several different things going on with my car. So on October 7, 2001 I dropped my car off at Carmax in Laurel and it was reported by JT that all of these repairs were made, a lot of things in which are under my extended warranty. Well according to the mechanic at Lexus none of these things have been taken care of. I don’t know why I am being charged for things that are not being serviced. I have recently found out that if your car is serviced 3 times for the same thing that it is considered a lemon and I think that is what I got out of this deal I have had problem after problem after problem and haven’t been compensated for any of the anguish caused due to the fact that my car has been in the shop more than I have driven it. I have only driven my car 28,000 miles and have had more maintenance done than a little. I have to rent my own rental car due to the negligence of Carmax in Laurel service center. I think that this company should compensate me. The only thing I can see making any sense is to simply give me another car. Attached are all of the repairs that were supposedly made and all of the repairs that the Lexus Dealer reported were not made you make the decision. It very unfortunate that this relationship has to be on these types of terms I really appreciated the customer service from your top car sales woman but the maintenance department is not doing what they need and billing someone for repairs that are not being made. Enclosed are my collection of facts. And I havent even had my car 2 years yet and I only added 25,000 miles on it. Tina Hyattsville, MD Click here to read other Ripoff Scamss on Carmax
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