CarMax

My latest experience with Carmax will be my last. I reserved a vehicle for a test drive online and when I made the reservation, it showed the vehicle at the Lancaster location which is where I was goin reserved a vehicle for a test drive online and when I made the reservation, it showed the vehicle at the Lancaster location which is where I was going to do the test drive. Great! I get the confirmation email and it says it will be there and ready for the test drive. Great! I missed one call and called back to speak to Lauren, who was very friendly and helpful. Unfortunately I missed a second call and the last one was the most telling. Lauren said on the voicemail that the car was at the Mechanicsburg location...and NOT at the Lancaster location. What? I called customer service the next day to talk about my appointment and was told yes, the vehicle is indeed at the Mechanicsburg location. I asked how could this be because when I made the reservation, it said on the website it was at Lancaster. She said that sometimes they do inventory swaps between locations to meet demand, which makes sense. I then asked how could they do that when I made a reservation for a test drive and the vehicle should have been held for me? I didn't get an answer. I then came to find out that I had a new appointment for the upcoming Monday, which was news for me as I never made one for Monday. I had both appointments cancelled on the spot. To conclude, I will never again go to any Carmax again. Their system is unbelievably flawed and they won't be getting my business and I am actively in the market for a vehicle. I later went to cancel my online profile after canceling the appointment and the original vehicle reservation was still showing. Why am I not surprised? More