Official website: CarMax Online Customer Service Link in USA

2 weeks ago after a transfer time of over 4 weeks (was told 2 weeks, then 3 weeks, and it was 32 days), the vehicle I wished to purchase arrived. I asked my 5 questions before transfer including no smoking, ext damage, etc. I was told only that was musty smell because it had not been opened and cleaned. It arrived and had damaged rims, damaged drivers seat, and obvious smoke smell. Carmax in Rochester, refunded transfer fee, fixed rims, and offered to pay for Delta Sonic cleaning and ozone of care. The seat on the other hand they tried to repair themselves and within two weeks the repair has broken down. I was promised that if it did it would be repaired without issue to me. I live 90 minutes from Carmax Rochester, NY and work 6 days a week.

I have asked over the last week for them to pick up car and provide a loaner or authorize a repair at local BMW dealership, neither has happened. The salesperson and myself were not satisfied with the initial seat repair but were promised if it did breakdown it would not be an issue or inconvenience to me, unfortunately it has been. I will continue my pursuit of the repair but would appreciate any help you can offer at this time.

Stephen Brown

I am a co-owner and we purchased an extended warranty package. I took the truck in to the Laurel, MD facility to see what the issue is with the truck. I was told that it does not show that I am a owner under the extended warranty system. I called the extended warranty company and I was told that the Brandywine facility did not add me (co-owner) to the paperwork so I needed to have the finance company to fix the names on the account. Thomas Dressler assisted with this huge task. He was kind, patient and understanding of what I was asking. He made a phone call to the Brandywine facility to obtain the warranty paperwork. He then contacted the warranty company and spoke to at least 8 different people repeating the same line over and over again. I stood there and heard Thomas remain calm and kept the same tone while repeating what he wanted to do. After 10min Thomas was successful in reaching the correct person. Thomas made sure my name was added so that I would not have this issue again. He then walked me to the service department to make sure they guys knew I was in fact on the paperwork, he also made sure my car rental reservation was completed. Thank you Laurel, MD for hiring such a wonderful, pleasant and kind customer service representative. He should be a model of what it takes to keep the customer calm while remaining calm himself.