Action 9: Frustrated family says they had to get vehicle fixed five times in 2 years

CHARLOTTE, N.C. — Lauren Kirkpatrick and her husband have two girls and one boy, ages 13, eight, and one. So they decided it was time for a minivan. They went to CarMax on South Boulevard and bought a 2009 Honda Odyssey.

But she said the vehicle had one problem after another, inclduing the the alternator, power steering, and oil leaks.

But she told Action 9 the scariest was "a couple days before Thanksgiving, and I had the baby with me, and it just, the whole car just cut off."

No one was hurt.  But Kirkpatrick said she had to get the vehicle fixed five times over roughly two years.  Fortunately, the Kirkpatricks had bought the extended warranty.  So they only had to pay the deductibles.  But she said that still cost a total of $750.

She complained to the store manager.  "I really just wanted my money and the deductibles back. This is not ok for me to have to pay this over and over again.  And he kind of just said, 'You know what, I don’t know why they didn’t fix it the first time, but I’m sorry.'  And I’m like, 'Sorry is not going to cut it.'"

Her cousin suggested she contact Action 9.  She did and Action 9 contacted CarMax.

CarMax emailed Action 9 it "understands that the Kirkpatricks were frustrated that the vehicle appeared to have recurring problems and we worked closely with them to resolve their concerns. Many of the vehicle’s problems are not uncommon given its age and mileage.

However, customer service is our top priority, and CarMax reimbursed the Kirkpatricks for the deductibles they have paid to date and agreed to purchase the vehicle back for the current amount owed on their lien. We will also return their $250 down payment to them."

"Everyone I talked to, they're like, 'What?  Are you serious?  They're taking the car back and paying it off?'" Kirkpatrick said.

Any time you're buying a used vehicle:
Have your own mechanic inspect it, even if you're buying it from a big-name dealership. 
Seriously consider an extended warranty. Kirkpatrick had to pay $100s in deductibles, but would have had to pay a whole lot more in repairs without the warranty.

Cox Media Group