Consumer complaint received 2020-08-18
Company: CarMax, Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Credit inquiries on your report that you don't recognize

Complaint:
So for the past few months, Ive been searching for a new vehicle. I prequalified with XXXX XXXX XXXX XXXX and would search every single day for a new truck that fit my needs. 
Finally, I found that truck. It was also so close to my house, as you can imagine my search range was up to 250 miles. even better, it was a CarMax XXXX. Now Ive had experience buying two vehicles from this exact location. 

Ive decided to do my very first Carmax buying online experience. Now I wasnt aware when I called Carmax XXXX that I was redirected to a call center. In my last experience, when I called Carmax XXXX I was directed to a sales associate in the store. 

The last vehicle I purchased was from XXXX an online retailer and my experience with them was a super great. It was a very easy the car it was exactly as pictured they even did a video walk-through and let me know what there was in far as smells etc. ( this did not occur with Carmax XXXX. ) So after having the vehicle put on hold they went ahead and did auto financing now I told the representative that I had a preapproval reference number. With this reference number I was told from said representative that they would only run credit with XXXX  XXXX. Now that is not the case, they ran it with nine different people. If you go back and listen to the recordings, since I believe it was recorded, you can hear me say I do not approve of any other vendors running my credit. Unfortunately, my initial package offer was not the same, so they re-ran it a second time. The second rerun of my credit, again went to all nine creditors. 
Again it was that the same match as my offer, so XXXX XXXX asked that they release the vehicle so they can see it on their end and auto navigator so it would match up with the offer. Now the CarMax representative had put me to their manager, who I found out was not a manager she was just his trainer and he was a trainee. Now at this point, they reran it a third time and to all nine creditors. I kept giving them the reference number for my preapproval at XXXX XXXX however, they ran against all creditors even though I said multiple times not to. 

After an overnight thought process, I decided to go with the alternative offer of XXXX XXXX and have my vehicle home delivered on the Friday following my approved financing. 

Friday approached I had purchased insurance for the vehicle and everything was ready to be moving forward. at XXXX XXXX Friday afternoon the Carmax XXXX vehicle home delivery service was here on time. I was super excited about receiving my brand new car. As soon as I open the door to check it out prior to a test drive, the car smelled like smoke and XXXX. Furthermore, I saw the car look like it needed to be detailed. The leather was in this terrible condition it looked like it had grab dirt grime etc. all over it just was not up to par, it look like somebody just traded it in and nobody wiped it down or even tried to clean it. I was actually embarrassed for the people to bring me a car that looked like this. I asked the guy would you spend {$35000.00} on this car and he just shook his head in the no position. 

At this point I was just so upset I couldnt believe that this could be happening to me, after having such a wonderful experiences with Carmax XXXX. After having a wonderful online buying experience with another retailer called XXXX. I couldnt believe that this happened. I was so upset I didnt want to even look at another car in Carmax or even at this point do more business. 

Upon me calling the Carmax team to let them know my experience, XXXX was now my contact at the location. She offered to really recondition the vehicle and as soon as that was done I could come back to Carmax in XXXX and check out the vehicle. ( Including a test drive ) The following week I went in after the vehicle was reconditioned to experience a test drive and make sure that it was up to par. XXXX was very nice, and put me in touch with someone named XXXX. I took a test drive with my mother-in-law, the car was a good drive. Upon returning the vehicle, I noticed the leather was still not good. I also noticed several other factors of the car I never even noticed before were wrong. I adjusted his concerns which were multiple with XXXX and at this point a man name XXXX who is a manager in Carmax XXXX. 

Damage to driver door also needs painted. 
Cup holder missing plastic. 
Antenna was bent crooked maybe from a car wash? 
Plastic clip in back seat Wrong keys ( needs to be with remote start, suspension included on key fob w proximity ) Seat heater buttons in the back Limited edition ram all weather floor Matts Also back up camera not functioning? 

Now fast forward two weeks. I called carmax XXXX every single day. I will try to connect with XXXX, XXXX, or XXXX. The only person to call me back, was XXXX. XXXX called me back, after I let the fire under your business office. however, XXXX and XXXX would often tell me they would call me back and I would never receive a call phone call. I feel like they should have been calling me daily to give me updates earning my business. In reality, I was calling every single day I was looking for what was happening. fast forward 14 days later from the initial home delivery it was still not complete. Saturday wasnt complete. Sunday I again reached back out. XXXX was who I spoke to that said he would for sure return my call by Monday early am. He did. Monday called me XXXX. Would have an answer by noon. Called me back XXXX ( I was on a XXXX XXXX CALL ) he had left no voicemail. I called back but he was on lunch. Mind you I have no extension to reference except the business office. When I select sales Im re routed to a call center not the store. Anyways, he called me back around XXXX left no message. I returned his call after I was finished with work at XXXX and he said everything was complete except for one small plastic piece in the back. Now I was trusting it was actually complete. Trusting he went out to inspect the vehicle. I decided to get a ride with my mother in law to come check it out. I asked for XXXX who put me with another sales associate. ( I actually hope nobody gets commission from the end sale of my purchase ) At this point as of Monday it has been 21 days since my initial application for finance. I had reiterated this multiple times to every single manager I talk to you. I was told it doesnt disappear until 30 days. However I called XXXX XXXX  and they told me that it was 21 to 25 days, it changes and they were able to give me an exact date. So at this point Im frustrated as I dont want my credit to be reran a fourth time. 

So I go outside And I am mediately see theyre still damage and no paint repaired on the driver side door. The sales associate hands me the keys to the car, and they are not the correct keys red flag number two. I look at the antenna and its still bent, its not complete. Hi get inside the car and I can tell, that nobody has re-condition the leather or even detailed it. You could take it to a detailer who can make the car look much nicer than the current condition. There was no plastic piece in the cupholder there was no floor mats and from what I could see the only two things that were fixed was the vent clip that was broken and the back seat warmer buttons were no longer worn out. Its actually quite embarrassing. The associate said wow omg we should never let you see a vehicle in this condition let me get XXXX. She came over. She seemed embarrassed as the communication to her was everything was complete but the one piece in the back. She even told me she saw the keys but surprised herself they arent there. 

Im completely appalled as this was the third time of me trying to get this vehicle. So heres what I would like for you to do.

Company response to consumer: Closed with explanation