Complaint / review text:
Let me start off by saying that I loved CarMax up until last week.in 2012 my wife and I purchased a Fusion and had the best car buying experience ever. We still have the vehicle and have never had any problems with it. Three years later, and I am looking to purchase us another vehicle. We had our hearts set on a Focus to go along with our Fusion. We had an appointment and showed up and it went downhill from there. We had to wait for about 45 minutes for a sales rep to help us as they said that they were all busy. When we finally got someone he kept saying the car we wanted to look at was already sold. I told him that’s impossible because we had the car held since 5 pm the day before. He then took us outside to prove us wrong. Of course the vehicle was there with a SOLD sticker on it but it had OUR name on it.
So, we go for the test drive which took forever because he could never get his Card to work to let us out of the lot. When we got back inside to go through the financing, etc. That’s when things took a turn for the worst. He acted like we were trailer park trash and were beneath him. After getting my wife’s income (the loan was going to be in her name) he talked about how he owned a business and has over 1.5 million in his bank account (I looked at my wife and she at me and we both thought, Why are you here then?) he got her paper work (income, etc.) and said I need to speak with my sales manager. As he walked out my wife could hear them talking and she said that he told the guy that we were trying to pull some B. S. He then came back in and submitted our stuff for the financing. He then left out again claiming he needed to use the restroom. We watched him go over to the sales manager during this time and talk and chuckle.
He then came back and hit the next button on the screen and lo and behold we were denied by everyone... Which I found odd. Here is why, I work for a small finance company and was able to pull my wife’s credit the day before and she had a 675 FICO, 667 Equifax/Auto Score and the income was there as well. I was approved for the Fusion three years ago with a 550 score so i knew something was up. I asked to speak to his manager and he refused. He gave me his card and said "good luck trying to get something if you can." We were furious! We stayed a little longer as we went to the front desk asking to see a manager and our sales rep said "see you all next week" to his co-workers. It then became apparent that he was ready to go home and didn't want to help anyone. I never got to speak to a manager and we left. I still think that he told someone to deny us for the vehicle.
I went on Wed. To a local dealer in our hometown and purchased a vehicle instead... Oh yeah and got approved easily! Again, I used to send people to carmax because I loved how we were treated three years ago but I can’t do that anymore. Terrible, terrible, service.