I am a ten plus year veteran with Carmax and have made a total of 6 purchases through various branches of this business. For over ten years I was fully satisfied with them and always gave them good reviews. My credit is not the best because of a horrible divorce I went through but Carmax has always given me a great interest rate. Last year as a matter of fact at this same Henderson location, I purchased a 2007 Toyota Corolla S and got an outstanding interest rate. Well I am here to tell you that Carmax has reached an all-time low because they DO NOT follow through with their promises.\n\nSaturday afternoon my husband and I went to the Henderson Carmax and met George Baker, Carmax Salesperson. He was helpful in directing us to cars that would meet our needs. He asked if we would be trading in our 1994 Ford Ranger in fair condition to put towards the purchase of the car we decided upon - a 2010 Nissan Versa. George promised us that in the event we found a private buyer for the Ranger that offered more than Carmax's $500 assessed trade in value (WITHIN 5 DAYS of the purchase of our Carmax car), that we could in fact get our trade in back from them. We hastily agreed to the low assessed value of $500 with the intention of checking with a potential private buyer we know to see if he wanted it and getting back with George in the event we were offered more. My husband told George that we would get back with him as soon as we knew anything. We put $1000 cash and $1500 (on our VISA bank card via P.O.S transaction) down on the car, in addition to the $500 trade in value for a total of a $3000 deposit on the Nissan Versa. The car's sticker price was $13,700.\n\nMonday morning (Day 3) at work, I got a phone call from the Carmax cash office saying that we would need to go get the car smogged because it \""just\"" expired. \""Smogged? Doesn't the car come with a smog upon purchase?\"", I asked. \""Yes, it does..\"" the office associate explained, \""but it somehow just slipped through the cracks.\"" I was then directed to take time off from work to bring the car into Carmax for a smog before they close at 4pm OR I could go get the car smogged at another smog service provider and get reimbursed.\n\u00a0\nTuesday (Day 4) my husband drove the car to his place of work. He decided to have it smogged at a smog booth close to his work during his lunch break. Upon arrival, the service attendant told him that the Dealer was in fact responsible for the smog by law and that he could not give us the required smog test. At this point we were not feeling very comfortable with the ethics behind this sale. I called Carmax and told them that we were bring the car back because we were still within the 5-Day grace period and we didn't approve of the way things were handled.\n\u00a0\nI was forced to leave work early, do a car switch with my husband and hurry back to Carmax before the cash office closed. Carmax first hassled me about the gas tank not being full, then they slowly processed my return over the period of 3 hours. I asked if our 1994 Ford Ranger trade in was still on the lot so I could get it back since we were told that we could reclaim our trade in as long as it was within 5 days of purchase. Carmax refused to give the Ranger back. They instead gave me a $500 check. I was told that the remainder of my deposit would be mailed to me within 2 weeks, despite their own Policy that states all credit card deposit refunds shall be credited back to the credit card used to make the deposit. They told me that the charge to my VISA was not a credit card transaction. I called my bank and verified that they did in fact make a P.O.S. charge to my VISA card. I threatened to call the police and was getting very upset with the \""manager\"" that was left to deal with me. I asked for the General Manager. They said the General Manager was \""not in today\"" and brushed me off. Our Salesperson was nowhere to be found after this occurrence and no one would give us any sort of reconciliation on matters which were unresolved.\n\nWednesday (Day 5) I sent a text to our salesperson who so conveniently disappeared during my battle with the Carmax cash office, explaining to him that Carmax was refusing to give us our Ford Ranger back regardless of what was promised. I asked him what was going on. His exact reply was, \""(1/2) If I knew in advance that your plan was to take advantage of a possible return re-purchase, then I would've partnered with a manager concerning your trade. (2/2) I was unaware that it would be a straight return which means the trade goes through our normal processing and may not be at our dealership.\""\n\nTake advantage of a possible return re-purchase? How would we have even known that Carmax was going to sell us an unsmogged car? Why would you not prepare for something other than the \""straight return\"" after making a promise like that? Clearly, we are criminals plotting to take advantage of Carmax.\n\nThis ten year customer has walked out of Carmax for the last time.