CarMax, Laurel, MD - purchased 1995 Jeep with dry cracking bushings

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Next Complaint

# 2 for June 13, 2003

Complaint Repair received the following on June 12, 2003:

From: Robert Harris [Harrisepager@hotmail.com]

RE: CarMax, Laurel, MD - purchased 1995 Jeep with dry cracking bushings

The following complaint was submitted to the Better Business Bureau on 2/25/2003 9:35:22 AM:

CUSTOMER INFORMATION:

AGENCY OR ORGANIZATION INFORMATION:
CarMax
8801 Freestate Drive
Laurel, MD United States 20723
(888)616-9898
Carmax.com

COMPLAINT INFORMATION:

Complaint #: 969255
Complaint Type: General Complaint (not a car maker)
Date Received: 2/25/2003
Primary Complaint Classification: Guarantee or Warranty Issues
Secondary Complaint Classification: Advertising Issues
Complaint:

A 95 Jeep was purchased from Carmax under their Valumax Certified Quality Inspection. This means that major items are checked and thoroughly reconditioned, I have had dry cracked bushings from day one that affect the handling and make a loud squeak, instead of fixing it, they injected grease into the bushing to quiet the loud squeak for a while but has done nothing to fix the problem.

Also Valumax Certified, is the engine and exhaust, I have complained about a strong gas smell and loud engine exhaust sound from the beginning and several other times, and even though it was said no problem was found, the smell and loud engine exhaust sound would go away for a couple of months every time.
The last time I was told that the problem was found to be my muffler had a hole int it. I had a second opinion and they said the exhaust manifold has a crack and there is evidence that a sealer was applied to patch the crack and cut down on the noise and fumes.

Another major concern is one reason I purchased this vehicle is because it had the safety features I wanted, such as ABS and dual airbags, but now when a dealer was trying to get me to trade my Jeep in, one of the advantages of the trade was said to be better protection for my passengers with dual airbags because my Jeep didn't have it. It states on my window sticker that I am reading at this moment with all of the features that I should.

The first two concerns was brought to to attention of Carmax within the five (5) day return period and I feel it is unfair to perform a temporary fix just to keep a customer from returning a vehicle. In all fairness Carmax has done work to the steering, gauges, air conditioner, and engine mounts but those problems should have been corrected before selling the vehicle. That's what a Valumax Certified quality inspection States. It would have saved me time and a lot of money on rental cars.

This is my complaint. My Jeep was purchased October 21st 2001 and I am just about at wits end. Since January 2003, I have heard from neither Carmax nor the BBB concerning these issues and I realize at times the message just is not reaching the right people, I am saying this because I am a senior manager at a large electronics outlet and found out about this site from an e-mail forwarded to me by you from an unsatisfied customer. I just hope that I can drive away as satisfied as my customer did.

Attached are photos of both the manifold and the dealer sticker.

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