Awful Experience - Stay Away. TL; DR: extremely rude customer service, ignored the problem I asked to be serviced. This mechanic was recommended to me because they support the CarMax MaxCare plan. I took my Jeep in because the engine was making a distinct sputtering noise. They called me and said that they could not hear the noise, but that they found a new "overheating" problem. I had seen no temperature warning nor any signs of overheating. However, they assured me that this was a problem, and I agreed to have the problem fixed based on their recommendation. I asked again, "Are you sure you could not hear the noise?" They said "no, we cannot hear any noise coming from the engine." When I went to pick up the car, I requested the tech and another mechanic walk over to my Jeep with me to ensure that the engine noise wasn't there. When we started the car, the engine began to make its distinct noise. I said, "This is the problem I brought this in for. What does this mean?" The tech said, very rudely, "I don't have a crystal ball, I don't know. I would have to take it all apart and find out." I felt extremely disrespected as a customer considering A) this was why I brought the Jeep in to be serviced and B) his tone was unacceptable and very unprofessional and C) isn't this the job of a mechanic? I asked why they did not address the sound, and they said that because I didn't describe it as a "ticking sound," they did not address it, even though both the tech and another mechanic agreed that there was something wrong with the engine, but seemed indifferent to the fact that they did not address the problem. Lastly, despite being a MaxCare customer, the person at the register made no attempt to help me out. He said that because I brought the car in for a "sputtering" sound and not a "ticking" sound, I was not eligible to pay only my $150 deductible and would be charged for parts and labor. Dude...seriously? The tech was extremely rude to me, you did nothing to address the problem I brought the car in for even though a malfunctioning engine was CLEARLY audible, and you're going to charge a first-time customer close to $500 because I described the sound as "sputtering" and not "ticking?" I will never go back here and I will be sure to tell many of my experience in hopes that other customers will be treated with respect and actually have their problems addressed at other mechanics.