CarMax 90 Day Warranty Repair Pilot Program

We have a goal – everywhere a consumer turns for help with their car, we want them to be referred to a RepairPal Certified Shop!  

As you know, CarMax is the largest retailer of used cars in the country. As a RepairPal Certified shop opted into the CarMax referral program, you’ve already experienced the benefits of a close relationship with CarMax. This 90 Day Pilot program aims to send a new form of work your way: CarMax Limited Warranty customers.

This program aims to route customers in their “in-house” warranty period to your shop to help out your local CarMax store. The opportunity to continue doing this type of work in the future hinges on your shop and select other participants in other regions making this as smooth as possible.

What this means is that it is up to you to extend the CarMax “iconic experience” to this customer who has just experienced an issue during the first 90 days of ownership. It’s time for you to step in and be the hero. You think you’ve got what it takes to save the day?

What are the details of CarMax’s 90 Day/4,000 mile Limited Warranty?

CarMax offers a 90-day/4,000-mile (whichever comes first) limited warranty from the date of purchase on all vehicles they sell. This limited warranty provides mechanical breakdown coverage for the vehicle purchased from CarMax to the original buyer and co-buyer (if applicable) identified in the contract to purchase the vehicle and is non-transferable. Mechanical breakdown coverage applies to the covered parts plus related labor, but certain exclusions apply (as noted in the Exclusions From Coverage section). A copy of the 90-day Limited Warranty is attached for your view.

The 90-day Limited Warranty requires that repairs be made with parts of like kind and quality. Replacement parts and/or components need not be new or from the original equipment manufacturer, but may be aftermarket, used, or rebuilt, which will be guaranteed serviceable. A “breakdown” or “mechanical breakdown” means the failure of any original or like replacement Covered Part to work as it was designed to work in normal service. Reduced operation or reduced performance due to normal wear and tear of a Covered Part shall not be considered a breakdown.

FAQS

1. What labor rate can I charge?
   1. Charge your regular labor rate. Remember, your local store is footing the bill for this, not a third party administrator.
2. How will I know when I have received one of these appointments?
   1. You will be notified as normal through your shop dashboard and via email. You’ll see notations indicating that you’ve received a “90 Day Warranty” appointment both in the Dashboard and in the confirmation email. We recommend setting up text message notifications. Make sure to keep an eye out. We have attached screenshots below the rest of the FAQs.
3. What if I find additional things wrong with the car while it’s in here?
   1. While every used car will have some signs of wear, it’s important to remember that this isn’t a reconditioning appointment. The vehicle has been sold, and the limited warranty’s job is to get the customer’s complaint solved. We ask you only to address the complaint, and not attempt to upsell CarMax on other services that are not immediately needed outside of any obvious safety issues.
   2. We recommend following some form of this method known as “The Three Cs”
      1. Concern - What is the customer’s concern?
      2. Cause - What is the cause of the condition observed from the concern?
      3. Correction - What is recommended to correct the condition?
4. “We recommend replacing tires at “X” level of tread depth and brakes at “X” amount of mm left. CarMax says they have a different replacement standard.”
   1. While we totally get that you have high standards (heck, you’re in our network for a reason), we ask that you follow CarMax’s guidance on what they qualify as covered items. They have sold millions of vehicles, and have a system that works. You can always contact RepairPal Partner Support (1-877-287-5234) if you disagree with something, and we can try to help out. Check out CarMax’s mechanical standards:
   2. All parts or components that perform a mechanical function must be removed, repaired or replaced if:
      1. Part or component no longer performs its intended purpose, or negatively affects the performance of any other component.
      2. Part or component does not meet a design specification (regardless of performance).
      3. Part or component is broken or missing.
      4. Part or component is not securely fastened, or any ancillary wiring is not connected and routed in a way similar to that of OEM wiring.
      5. Brake friction material must be at least 4/32” above rivets, backing or shoe.
      6. Tire main tread depth must be at least 4/32” and outside edge tread depth must be at least 2/32”.
5. Who’s paying me? CarMax? The Customer? MaxCare?
   1. Since the vehicles in question are covered under CarMax’s limited warranty, the selling store is responsible for getting you paid. That means they’re also responsible for approving your estimates. It’ll be a much more localized and intimate relationship compared to MaxCare claims.
6. What is the approvals process?
   1. Compile all necessary information, just as if you were completing an estimate for any of your other customers or for a MaxCare claim. Ensure you have vehicle VIN, exact mileage (important), customer(s) information, and to very specifically craft an estimate based solely on the customer’s complaint. You must adhere to the replacement guidelines for brakes, tires, and other “like kind” parts as stated above.
      1. Reno area shops send to:         7280_Retail_Service@Carmax.Com
      2. Savannah area shops send to:  6021_Retail_Service@Carmax.Com
      3. Augusta area shops send to:    7209_Retail_Service@Carmax.Com
      4. Cincinnati area shops send to: 7175_Retail_Service@Carmax.Com
7. CarMax will pay for Falkens but my client wants Michelins. How does that work?
   1. Just like with anything else, there are varying levels of quality and expense with parts. CarMax will pay for a quality part that gets the vehicle safely back on the road, but may not want or need to spring for top of the line tires or OEM parts. Remember, CarMax authorizes repairs with parts of like kind and quality. You’ll need to follow their guidance. If the customer, for example, would like to upgrade to Pirelli or Michelin tires instead of a lower priced tire brand, they can always pay the difference in cost themselves.
8. Is this a 10% partnership?
   1. Yes. Just like any of our optional partnerships, RepairPal assesses 10% on the total of parts and labor.
9. Who else is participating in this pilot?
   1. There are up to two RepairPal shops in each of four metro areas: Reno, NV; Savannah, GA; Augusta, GA; and Cincinnati, OH. 
10. Why were these locations chosen? They seem pretty random.
    1. These locations were chosen by level of need for your shop’s assistance. CarMax’s goal is to deliver an iconic experience to their customers, and when their service departments are at capacity, that’s where you come in!
11. What do 90 Day emails and Dashboard notifications look like?

Shop Dashboard:

Shop Dashboard View 2:

Email Confirmation to Shop :

12. Can I see a copy of the limited warranty so I know all the details?

1. Sure. See below: