CarMax Service Department - BMW at CarMax Service Center Over 1 Month With No Fix, Problems Since I Bought the Car
Naperville Service Center - Complaint
NAPERVILLE, ILLINOIS -- I saw a black on black 2005 BMW 325ci Convertible with only 17,500+ miles on it online from CarMax Hillside. It was a new arrival, so much so it didn't even have photos online yet. I called the next morning and told the sales representative to hold that car I wanted it. When I got there the car was on the lot and was filthy. Sales representative said it had just arrived in the past day or so. I noticed the car had 2 different sets of tires on it, Pirelli on the front and a Chinese brand on the back (BMW is a rear-wheel drive auto). I should have went with my gut feeling that something wasn't right, but instead I trusted CarMax. I have bought close to 15 cars from them over several years and they have always stood by the cars they sell. I bought the BMW as well as the extended service warranty (like I always do).
So 2 days later I am driving my BMW, it's a misty light rain. I'm at a stop light with my 2 young kids in the car. I start to make the turn and my back of my BMW slides out so bad that even the traction control couldn't control it, I did a complete 360, kids were screaming, and I ended up in the middle of the intersection, I was scared to death. I went home and researched the rear tire brand and found out it was a Chinese brand rated the worst tire EVER for any automobile. There were several articles from Bloomberg, Newsweek, etc regarding this Chinese tire brand. I called Carmax told them the story and since it was within the 30 day grace period they said they’d replace the rear tires. I wanted all tires to be the same brand, so I told them I wanted all 4 tires replaced and that I would pay for the front tires.
6 months (2000+ miles later) or so go by and I am at a different shop getting brake caliper covers installed. The tech tells me “you have a big problem”. He says to me that my brake pads are shot, all 4 rotors are shot, can’t be cut down. He tells me that either this car has a lot more miles on it than the speedometer shows or I have a serious brake system problem that needs to be addressed ASAP. I take it to CarMax in Naperville and explain what I was told. Service Manager “Skip” and I have a discussion. I tell him that CarMax should cover this, there is no way I should purchase a car from Carmax that 6 months/3000 miles later needs an entire brake job – pads and new rotors. I tell him I am concerned that the mileage is wrong and still he does nothing. I finally had enough and said I am calling corporate. Well that got his attention, he says let me take a look at the car and get back to you.
Skip calls me back and says they will replace the rotors and pads, what he doesn’t tell me is that he is replacing my OEM factory brakes with aftermarket brakes from CarQuest. Never gave me, the customer, an option between aftermarket or OEM. I take my car home. I drive the car for a while, brakes do not feel the same, seems like it take a lot more pressure on the brake pedal to stop the car, I figure it’s probably the new brakes, I’m just not use to them.
I get in my car one morning for work and as I drive, then apply the brakes, I hear a loud clunk coming from the front tires. I take it in. CarMax Naperville Service Center checks my brakes and says it’s not the brakes, you need front control arm bushings, they are completely shot, rubber is almost dust. They replace them and tell me that solved the problem. I drive it off the lot, I get about 30 minutes away from the dealership and apply the brakes and again a loud clunk, loud enough that drivers next to me look over in wonderment. I take it back to the service center. Now they tell me it’s my brakes for sure, they say the brake pads are slipping. After days of testing they tell me the solution is to add brake pads clamps like they have on Chryslers. I question why my BMW should have these, he tells me it will stop the clunking noise. Again I trust them and pay roughly $169.00 for the clips. They add them and call me to tell me the problem is solved.
A week or so passes and I’m driving, clunk the noise is back, I couldn’t believe it. I take it back to CarMax Naperville again, now I’m upset. After talking to the service guy I find out that Skip replaced my OEM factory brake pads and rotors with aftermarket parts. I tell them I want the clips taken off since they did not fix the clunk issue and they were a band-aid to stop the pads from slipping. I call several BMW dealerships and ask if aftermarket brakes work well with BMWs. I am told no they do not play nice together, BMW dealerships would never put on aftermarket brake pads and rotors. I ask them if BMW has brake pad clips that they sell, I’m told no, the way BMW brakes work there is no need for them. I pass along this info to Skip. I tell him that I want the clips taken off and the pads replaced with what should have been put on the car originally – OEM parts.
Weeks went by, they say they can’t duplicate noise, never took the clips off to see why pads are slipping or to see if that may be the problem or to replace the aftermarket parts with OEM.
CarMax Naperville service center, Skip and company have had my car now for close to 1 month – no solution, just lip service from Skip. Not once did Skip call BMW for help, not once did he send it to the BMW dealership for their expert advice. I finally had to call corporate since I was getting nowhere with Skip and company. Corporate is now involved, yet still no solution, they never brought it to BMW service, they refuse to replace the aftermarket parts that are causing issues, nothing! So my question was what have they been doing for a month? Why am I driving a Ford Escape rent a car for a month, why am I getting the run around?
Like I said in the beginning, I have been a loyal CarMax customer, I have bought close to 15 cars from them over several years and have turned several others into CarMax customers by how highly I spoke about them and for what? I have had issues with this car since day one. IT’S BEEN THE WORSE CAR EXPERIENCE I HAVE EVER HAD. I don’t believe this car was ever put through their so-called 125-point inspection process. I have been dealing with this for so long, I’m done.
I WILL NEVER PURCHASE ANOTHER CARMAX CAR AGAIN, THEY ARE NO DIFFERENT THAN THE SHOTTY DEALERSHIPS ON WESTERN AVENUE. THEY DO NOT KNOW HOW TO WORK ON BMWs PERIOD! In total they have had my car for roughly 2 months and still did not fix the problem, they just made it worse. Buyer Beware! Purchase the car you want from a certified dealership that sells that brand - DO NOT BUY FROM CARMAX UNLESS YOU WANT A HEADACHE!