How to get a straight answer? Nobody can agree on what the status of the car is. I'm seeking advice
I had a 2024 Honda Accord Hybrid (10,000 miles on odometer) transferred to the Oceanside, CA location. I paid $200 for the transfer. The car arrived on 5/6. Here's what's happened since.
5/6 — Car arrives at Oceanside CarMax to receive post shipping quality check.
5/8 — I call for an update. Rep tells me the car had a software recall and was dropped at a Honda dealer on 5/7. Confirmed this is a legit recall. No big deal, glad they are taking care of that.
5/11 — Call again since I haven't heard and its a 1-day recall at most. Rep says car is still at the dealer. No ETA.
5/12, 10:30am — I call to check in. Rep says car is back from the dealer and now at Oceanside CarMax and that service needs to "swap some parts." Could be up to 5 business days. No specifics on what parts. I pressed her but she didn't know.
5/12, 2:30pm — Call again later that day. Different rep says car is back at Oceanside and needs only 24 hours to be ready. No knowledge of the "5 days / parts swap" from the earlier call. She said she escalated this and someone from the location will call me today because I requested clarity.
5/12, 5:50pm — No callback received (was promised one). I call again. Rep escalates and gets someone from the Oceanside location on the line. He checks with sales and tells me the car is still at the dealer and hasn't come back yet. What!?
So in one day I got three different stories: parts swap / 5 days, 24 hours, and car isn't even back from the dealer even though the previous two calls said the car arrived back. Nobody seems to know what's actually going on.
My main questions:
- Has anyone dealt with a CarMax transfer getting stuck in this kind of limbo where no one can give me consistent answers?
- Is there a better escalation path than just calling customer service over and over?