CarMax

To be upfront, I have been a Carmax customer for several vehicles. This is the 2nd vehicle that I have purchased from the El Paso Carmax. The first one went smoothly. So early in May, I found a vehicle at the El Paso Carmax. I reserved this vehicle for a test drive. Shortly after, I was contacted by someone from Carmax and we discussed the new vehicle. During this time, I used the sell us your car deal from Carmax. I was given a very fair offer. Then I got repeated calls and texts from Carmax. It appeared that they were more concerned about getting my trade-in vehicle and not much else. Fast forward to test drive day. Keep in mind, that I had not even seen the new vehicle in person yet. I walked into the showroom and found that the person I was texting with and receiving phone calls from did not even work at this store. I was also told that I would be eligible for the "30-minute" express pickup. This, on a vehicle that I had not seen, nor test-drove! I was ushered to a salesperson who immediately wanted my keys and to take possession of my trade-in. I stated that I would like to see the vehicle I had reserved for a test drive. The salesman went to the back and returned and stated that the vehicle was being washed. Several minutes (15-20) go by and still no vehicle. During this time the salesperson wanted me to sign paperwork and give up possession of my vehicle. Finally, the new vehicle was ready. I took it for a drive and saw the fuel tank was sitting on empty. Not knowing the vehicle well, I cut the test drive short and returned to Carmax. I notified the salesperson that the tank was empty, and he acted as if I was not being truthful. I did purchase the new vehicle and I am happy with it. During this process, I was told that my current license plates would be transferred to the new vehicle. Note, I am a disabled vet and the State of Texas graciously allows a reduced vehicle registration fee. Carmax, however, does not. They charged me the whole amount for a plated transfer that is free. When questioned about this, I was told to go to the registration office and I would be refunded. Fast forward, the vehicle was purchased on May 11, and today is June 17. I had no registration. I call Carmax and was told, yes the plates are here. I went to CarMax and was given brand new plates- I asked about the transfer and was told, they rejected the DV plate application. It would have been nice to have a phone call, I could have completed the transfer myself. I also learned from the business office that the plates were ready for over a week! Come on Carmax! I know from personal experience that you can do better. Not happy with Carmax El Paso Tuesday, 18 June 2024 I visit the local vehicle registration office and explained to the clerk the situation. The clerk then tells me that car dealers do not like to register veteran plates. This tells me that the Carmax business office LIED to me by stating that the veteran plate application was rejected. I had my registration in under 15 minutes. Carmax, you have most likely lost a loyal customer.