A situation that occurred while getting my car fixed here so maybe you don’t have to go through the same thing. I took my car in to fix two things under CarMax warranty. The guy at the counter explained to me that he was going to be very communicative throughout the process. I only got one update from him was when the warranty claim was approved by CarMax. I got another update from him when my car was ready. He told me that initially I was going to pay $340. When he called me to tell me my car was ready he told me I was going to pay $650. There was no communication between the initial “okay, lets do it” (on my end) and the difference in parts and additional charges. At the time of pick up he communicated that he had initially put the back bushings in the warranty claim and not the front bushings resulting in a difference of $110. I was able to negotiate with them to cover the difference from the parts they ordered incorrectly. One of the owners was there discussing the situation with me. She did not honor half of the uber ride they said they were going to split with me since I don’t live in the area, they added a $95 admin charge for “communicating with CarMax” (that was also no communicated with me) nor did she want to honor the 4% discount for paying with a check. A quotes she tried to use to argue with me: “So you don’t want us to charge you for it because we didn’t tell you about it?” Initial TOTAL price was $340 ended up paying $500 out the door with an additional bitter taste about the industry. They initially wanted to run my card without giving me a print out of what I was paying for. At the end of the day I just wanted to pay the amount I was given initially and I approved of I was not trying to make them bend over backwards for me or ask for anything that didn’t seem fair. I’m not a mechanic so I don’t know what the quality of their work is. I do know that the quality of their service is not great. They do not keep their word and do not have a good sense communication. I wouldn’t trust this shop based on this experience.
Thank you for taking the time to share your experience. We’re sorry to hear that you were left feeling frustrated, and we do want to clarify a few points for anyone reading this review. There was an error on our part regarding which bushings were included in the original warranty estimate, and when that was brought to our attention, we honored the price difference related to that mistake. We also did contribute toward half of the Uber expense, as discussed. Payment was ultimately made by credit card, not by check, so the check-payment discount would not have applied. We understand that the biggest concern here was communication. Even when the repair itself is handled correctly, customers should feel informed throughout the process, especially if pricing changes. We take that feedback seriously and continue to work with our team on making sure any changes are clearly explained and authorized before the vehicle is completed. We certainly never want a customer to leave feeling that we were trying to be unfair. We made an effort at the time to resolve the pricing discrepancy and help with the transportation expense, and we’re disappointed that the experience still left you with a negative impression of our shop.
- Ryan's Automotive