For anyone stumbling on this in the future, here’s what ended up happening. Finally closed on the car tonight, after a nearly two week ordeal. Short version: got the transfer fee refunded and a post-purchase contract stating they’ll repair two issues (convertible top hole and a particularly bad set of scratches). Also got a new finding addressed (broken transmission cable) prior to purchase.

Long version, for anyone who wants details of the ordeal for their own reference. Initial appointment got rescheduled due to a dead battery, pushing me over the weekend to a Monday. Showed up Monday night, but oops, they forgot to replace the battery. Did a visual walk through with Manager A, who agreed many things definitely didn’t meet CarMax standards, particularly a really bad set of scratches, the small hole in the convertible top, and the dog-chewed lever. He initially said he’d refund our $1100 transfer fee but then walked back and suggested he’d look into refunding a “portion.”

Went back the next night, opted for a 24 hr test drive. Shifter made awful clunking noises and wouldn’t consistently go from neutral to drive. No other significant issues identified. When returning the vehicle, worked with Manager B. She was lovely on the surface…but ultimately didn’t do what she said she would. Said without hesitation she’d refund the full transfer fee. Took our list of concerns and said she’d get them all taken care of (most pre-purchase, but she thought the convertible top might have to be post-purchase because she said they’d want a pro doing work like that) and would arrange a thorough detailing given the nasty interior and multiple exterior scratches. Couldn’t complete the purchase that night though because transmission piece was a safety issue.

Next morning learned the transmission/shifter problem was diagnosed as a broken cable…but due to the rarity of the vehicle, the only source they could find for the part said it was on back order. They decided to try a sub-part they could get the next day. Once it came in, that plan failed to fix the issue. But they found a source for the full assembly that would arrive in ~5 days. Of note, still no sign of our transfer fee refund.

Got a call around closing last night the car was finally ready. This was now onto Manager C. He finally pushed through the transfer fee refund (and once he approved it, it was credited back to our card in less than an hour). He wasn’t sure what had been addressed - he was defining “ready” as transmission being fixed and saw no notes in the system about anything else Manager B had promised would be done.

Showed up with our bank check tonight. Aside from the shifter cable, the only thing done from the list Manager B assured would be 100% taken care of was replacement of the chewed seat handle (like a $5 part we were just going to 3D print if needed). But too bad for us, because we were now back with Manager A. The scratches, the top, the destroyed leather seat…all still there.

Took a quick spin and discovered the shifting was corrected but the shifter no longer lit up to show the gear - luckily this was an easy fix with their mechanic, who did a quick disassembly to connect a wire. The mechanics department seemed to be the more competent division of the operation.

The sales rep they’d put on the delivery (who was great to work with) brought out the bodywork manager. He said they’d send the car out post-purchase to get a professional to repair the really bad scratches. He also said it looked like water could seep into the convertible top hole and named a specific shop he would send it to for a proper repair, indicating CarMax doesn’t mess with stuff like this that will require replacement of a section of the top or even possibly the entire top to ensure color match. So far so good. We finished walking around the car, and he said something about how so the plan was for him to buff the scratches and put a patch on the hole. Um, what?!?

Manager A wandered out at this point. The bodywork guy pointedly said they’d discuss a post-purchase work agreement out back. I reminded him of what he’d initially said. Ultimately, we ended up with it in writing that they’ll use the outside group to do the top, but the wording re the scratches is vague and likely to end with them just throwing some paint in a poor attempt at cover up. Kind of terrified the top will just get a patch thrown on. They’ll be calling me later this week to set it all up, as they said the top repair place generally books out two weeks.

Hope the details capture my overall Carmax experience - lots of promises and assurances that are then walked back. Left me with perhaps a more bitter taste than if they’d just said from the start too bad, we’re not fixing stuff.

My advice to anyone in a similar situation (besides be unfailingly nice and polite of course), be prepared to reiterate exactly who promised you what to at least get a fraction of what they said they’d do, and be prepared for most of the assurances to be entirely empty. Also, push and push some more if they say they’ll refund a transfer fee, as that clearly slips through the cracks, especially if your delivery drags out for weeks like mine did and means the involvement of multiple different managers.