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 Extended Warranty problems
Posted Thu March 13, 2008 2:11 pm, by Kevin R. written to Carmax Auto Superstores, Inc.
Write a Letter to this Company
Back in 2003 I purchased a vehicle from CARMAX. I live in Huntsville, Alabama but drove to Birmingham to the closest dealer. I had read about CARMAX and was eager to try them out. The salesman was very good. He was attentive and knowledgeable. I felt good about the transaction. At the end he offered an extended warranty. I declined it. He kept pushing the warranty and the fact that it wasn't the typical extended warranty. He spoke so highly of the warranty that I gave in and purchased it.
I've had little need to use it, but the two times I did it was not a good experience. The first time they did not want to cover the claim. It took several calls and even then they covered it partially. I was in Iraq at the time and it was very difficult to deal with it long distance. I faxed them a letter authorizing my finance, Shelley, to submit for repairs in the future.
Recently it had to have an oxygen sensor replaced. This is a couple years later and once again, I'm in Iraq. Shelley signed for the repair and they denied the claim due to the fact it wasn't my signature.
I'm very unhappy with the warranty service. Shelley is planning on fileing a complaint with the BBB.
This spoiled a otherwise very good experience with CARMAX and will make me question whether my next vehicle purchase will be from them.
Honor warranty repairs and be more considerate of special circumstances.
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by Kevin R. Posted Fri March 14, 2008 @ 4:56 PM
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I contacted the number you provided. They said they could not assist
and pointed me right back to the original 1-800 number I called. They
were polite, but offered no help.
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by Gino Posted Fri March 14, 2008 @ 10:29 PM
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I have to play Devil's Advocate here. You purchased a used car with an
extended warranty, but you're not clear about what, exactly, the
repair you submitted for a claim was, and if it was covered under the
terms of the extended warranty.
That is your responsibility to read over with a fine toothed comb
because no warranty, even with a new car, covers everything that can
and will go wrong with the car.
CarMax may already have bent the rules by partially covering the
repair, again depending on the exact wording of your warranty.
Your letter from Iraq authorizing your fiance' isn't a legally binding
contract. Again, no dealership, either new or used, will take an
e-mail or letter unless the person has legal power of attorney to tend
to your affairs, and has a legal document that proves it.
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What were the details of the extended warranty? Did you read the
paperwork before signing it or did you (gasp!) trust the word of a
used-car salesman?
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SHARED LETTERS 
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