Category: | Used Car Dealer |
Address: | 901 Towne Center Blvd, Sanford, FL 32771, USA |
Phone: | +1 407-302-8989 |
Site: | carmax.com |
Rating: | 4.3 |
Working: | 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 9AM–9PM 12–7PM |
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Erika Adames
I had an excellent experience with Rachel when I purchased my 2016 Lincoln MKZ 3 months ago. I even had the car shipped from a different state. I had such a good experience that I have referred people to purchase cars from this location, which they have. Unfortunately, I am now having problems with my navigation. I purchased the extra warranty through CarMax but was told by the Service Department that I needed to go through Lincoln because I still had a warranty with them. After speaking with Lincoln I would have to pay $150 for a new navigation card because the card that came with my car from CarMax is not the correct card. Should have had an A6 card but instead I have a B7. I informed Carmax of this on Monday, August 28th around 9:30am and was told I would get a call back. I had to call back around 5pm to get the update and was told they had left messages for the Parts Department. I had to call again, on Tuesday, August 29th around 10:30am only to be told again, they were waiting to hear from the Parts Department. This is extremely frustrating for many reasons. First, instead of the Service Department calling me back the first day I called to let me know they havent heard from the department at the end of the day, Ive received no calls. No follow up. I would have greatly appreciated a phone call at the end of the day simply letting me know they havent heard from their Parts Department yet as well as letting me know they will follow up with me the next morning. Second, due to this being the second day of waiting there should be a different course of action. Because waiting for a simple call back is clearly not working. Maybe go to the Parts Department to get answers for the customer. Third, why was I given a navigation card that is not what Lincoln would have given? Any car that CarMax sells should be given the SD card that their car make would give so that in the event of issues like this and still being under warranty with that make, in this case Lincoln, I can go and get this fixed. Finally, I purchased the extra warranty and now I am concerned... is this what my experience will be in the future when any repairs are needed? Having to wait? Please help! I just want what I paid for. UPDATE: I just received a phone call from the service department and they are mailing me a new SD card.
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Tech007
I purchased a 2015 volkswagen jetta from this location. When we bought the car we werent able to test drive the vehicle because it was "late" but was informed we have a 5 day return policy and nothing to worry about. When we left we experienced some vibrations in the front end. We brought it back the next day to the service department and they replaced the front tires. Just a couple weeks later and we experience the same vibrations. We bring it in again and they replaced the intake runner control. Few more weeks and we experience AGAIN the same vibrations along with the horn not working. Bring it to the service department and given a loaner car. Couple days go by and I get a call from Kimberly. She tells me that the horn was replaced under warranty and I would have no charges. However she said that the technician said the vibrations are normal for this car?! And cant find anything wrong with it. SO I go to pick up the car and they say they are charging me for replacing the horn after I was told there would be no charge. It was Saturday so there was no service department manager, so they let us take our car and would take care of it Monday with the service department manager. Monday, Matt Cooper service department manager calls my wife at work and said he has her sunglasses she left in the loaner car and could come pick them up. So after work I stopped by to pick up her sunglasses, I was met by Matt Cooper. Again he insisted that I have to pay for the work on the car after Kimberly told me on the phone that there would be no charge AND I was never told there would be a charge before the work was done. So we confronted Kimberly who called me a liar and she never said that. So I told them I would like to have my wifes sunglasses so I could leave. Matt Cooper then told me that I would have to PAY them before he would give me my personal property. THAT IS ILLEGAL! ITS CALLED EXTORTION! I then filed a complaint with the customer relations department and since then nothing has happened, Matt Cooper is still working there after committing illegal acts. AND my car still has the same issues its had since I bought it and now this morning my front tires that were replaced by carmax are FLAT! What am I supposed to do now?
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Elric Hall
My Wife and I were celebrating our 1st year’s anniversary and were in the Sanford area. Although we needed new or newer vehicles, we were not necessarily looking to make a purchase at that time. We decided to stop by the local auto dealers, why not, it’s our anniversary. When we arrived, everyone was warm, friendly and helpful. We met with Mr. Paul Ingenito, he was very personable and knowledgeable, he made us feel comfortable and explained everything to our satisfaction. We decided to go ahead and purchase. The process was strait forward and smooth. My wife and I were pleasantly surprised at the experience. So much so that we decided to come back and make another purchace. The Sandford team and our sales man, Mr. Ingenito, are exemplary professionals. However, I had a concern that I wanted addressed about the vehicle I purchased. I called Mr. Ingenito who then put me in contact with your service department to make an appointment. I spoke with them and they were professionals as well. However I live in Orlando and I was having major problems with my vehicle burning waaaaay too much fuel. I was sure that it must have been a minor adjustment or tweek but The Sandfor location was just too far to bring the vehicle while it was burning sooo much gas. So I opted to go by the Orlando location (which is a lot closer to where I live) to at least make an appointment or at the most have it looked at. This is what disturbed me, The Orlando service department basically told me, whatever gas mileage I’m getting, it is what it is. And I could make an appointment, but even if they looked at it, nothing would change. I was basically talked out of having my vehicle looked at. This was within the same week that we made both purchases. I felt left holding the bag and abandoned. Since then, we have not called or visited either CarMax location, It was a great sales experience, but the service has given me 2nd thoughts. I have since found my own solutions to my engine problems. I would have recommended CarMax to others, now I’m not sure.
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Eron Raines
--Update (March 24, 2017): Got the battery looked at. Turns out it had been worked on before. Carmax sold me a car with a hybrid battery that had had problems in the past. Really frustrated they get over on people like this and there is nothing you can do about it. Strongly advise not going here. This Carmax sold me a vehicle that broke. I financed a 2005 Toyota Prius for $15,000 from this location. I needed something dependable to make it through graduate school. Less than a year later the hybrid battery stopped working. With out a functional hybrid battery the car is not functional. I now own a Prius worth $2,000 on which I still owe $8,000. To get the car fixed, it would cost $3,000 which, as a student, I cannot afford. I contacted this Carmax in Sanford about the issue and spoke with Ellis. Ellis told me to bring the car in and that my options were they buy the car for what they estimate it is worth and I pay off the remainder of the finance cost, something I cant afford, or I bring it in and they try to fix it, again something I cant afford. I am now stuck with a broken Toyota Prius I cant afford to fix and I have to make monthly payments on it while I take public transit to work and school. --Update: After posting this review of Carmax I received an unsolicited phone call. The gist of the call was the problem I am having is common and even expected with hybrid vehicles. This begs the question why does someone sell vehicles they expect to break? Why would someone sell a car without making it clear its going to break? How does someone rationalize selling a car for $15k that they expect will be worth $3k in a year? Further, in the voicemail, it was made clear that it was my responsibility to have checked up on these things. Why should I have to? It is not ethical to sell a vehicle you expect to break. I assumed there was some ethical standard here. That is where I was mistaken.