Took my 2018 Dodge Charger to CarMax Phoenix-Gilbert for an appraisal. Located a 2018 Jaguar F-pace at a CarMax location in Florida. The car was previously used as a rental, had low miles and appeared to be in pristine condition, according to the photos and description. I agreed to pay a $915.22 transfer fee to have the vehicle shipped to Arizona. The salesman, advised me it may take up to 3 weeks to receive the vehicle, I was not obligated to purchase if I was not satisfied with the vehicle and the transfer fee was non-refundable. I verbally agreed to these terms solely on how the car was advertised on CarMax.com. Tuesday, 7/30/19, my boyfriend drove to CarMax Phoenix-Gilbert to inspect the vehicle while I was at work. He called me via FaceTime to tell me the exterior of the vehicle had significant scratching/scuffing and did not match the pictures of the vehicle I thought I was purchasing. He walked around the entire vehicle identifying scratches, bad touch-up paint and scuffing. He also took 8 photos for reference. I was completely misled- the vehicle in the CarMax.com photos did not match the actual car itself. The CarMax.com description did not indicate ANY cosmetic blemishes like the scratching on the hood, roof and sides of the vehicle, or the peeling paint along the rear bumper. On 7/31/19 I requested a refund in the amount of $915.22 for the vehicle transfer fee. I was contacted later that day by CarMax Phoenix-Gilbert representative. I explained the situation and requested to be reimbursed. Efran stated the VIN number and mileage matched that of the car in the CarMax.com listing. I explained while I understand the numbers may match, the photos do not. I would not have paid the $915.22 transfer fee had I known the true condition of the car. Still, he refused to refund me. I then asked for their dealer license number, which he stated he was 'not in the position to be giving that information out'. I asked to speak with someone above him who could provide this information, he replied stating there wasn't anyone who could do this. I Called CarMax customer relations immediately after ending the phone call. The rep I spoke with was pleasant, I explained the situation and she advised she would follow up with the CarMax Phoenix-Gilbert manager and call me the following morning between 8am-9am local time...she didn't call until 4:30pm. When I did finally speak with her, she repeated the same thing as before- they would not refund me. I asked to speak with someone above her, but she stated there was no one higher than her (obviously a lie). The 'Customer Service' department (if you can even call it that) was a joke, they were ZERO help. This was my first experience with CarMax and will certainly be my last. I will never recommend this company to anyone.
CarMax, be advised- I have already filed a consumer complaint with the Arizona Attorney Generals office, and the Better Business Bureau. I gave you multiple opportunities to rectify the situation but you refused.