CarMax Buford

Considering you are the only honorable person I know there at CarMax I want to express my frustrations to you. We have purchased two cars from your store in the last 14 months. The sales staff is great and cannot complain. However, after today I will NEVER buy a car from CarMax again and will not recommend anyone who says they are buying a car there to get the extended warranty. I brought my car in today and was there at 8:06a. I was waited on promptly and my car taken quickly. That’s where the good part stops. Long story short I was asked if I wanted a Lyft to get lunch at 9:30, and I declined. At 11:30 they came over and said they were going to get me a loaner and they were ordering the parts for my car but unsure of how long it would take. At 1:18 they finally come over and say my loaner is ready. Reminder, I’ve been here 5 hours now. When I go to sign the papers for the loaner car, he said he did not know how long it would be, but they had not ordered the parts yet. I thought they were being ordered at 11:30, guess that was a lie. Then I get the car. It’s all banged up on one side, it smells like a chimney and honestly doesn’t run that great, and according to the young boy that gave it to me, that’s the best you have. Ridiculous. On top of all this, I set this appointment over 3 weeks ago, because your service department is short-handed. Not my problem. If I pay $2,500 for an extended warranty I expect better service. This is also the second time this has been in there for the exact same problem, and when I told them when I left the parking lot the last time it still made a noise and didn’t seem that cool, they said no it’s fixed. Finally, I just got a call about 30 minutes ago and was told that the parts are ordered and should be in tomorrow. Unfortunately, the car likely won’t be ready until Monday or Tuesday of next week. Quite honestly, I would prefer you all just pay off, keep the car, and re-sell it to someone else and I’ll go purchase one elsewhere. The first time I took the car in was almost the exact same thing, you had it for 3 days, but at least I had a decent loaner car. When I talked to the manager the last time, they didn’t even apologize, just said I didn’t have a choice, I just had to wait until there was time to fix it. This time it almost feels they took the worst car you all had in the back for body work and gave it to me. It’s even gross and dirty on the inside. Again, I’m done with CarMax, these last two cars will be the last I purchase there.