CarMax , Inc.

July 14th,
*** ***, Operations Supervisor
Revdex.com
East Franklin Street
Richmond, Virginia
RE: *** *** ***
*** *** *** VIN: *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** regarding his concerns with his *** *** *** policy (“***”) and the cancellation of his *** *** *** *** (“***”) purchased at the same time he purchased the Vehicle. *** *** shares his frustrations with his *** policy not covering the full amount of the claim he submitted, stating he was told at the time of purchase that he would be covered 100%. In addition he states that his *** policy has not been cancelled and the refund sent back to his finance company. He is requesting a refund of his *** policy and the difference between what *** paid towards his claim and the remaining balance owed
CarMax’s research shows that the *** policy has been cancelled and the prorated refund of $has been sent to his finance company. If *** *** has questions regarding how his *** claim was administered, he is encouraged to contact the *** policy provider directly to discuss. As a claim has been filed with the *** policy provider, a refund of his *** policy would not be an option at this time
Thank you for providing CarMax an opportunity to respond
Sincerely,
*** ***
Analyst, CarMax

October 26, *** ***, Operations ***
Moorefield Park Drive, Suite Richmond, VA RE: *** ***
*** *** ***, VIN:
*** (“the Vehicle”)Dear Mrs***,
Thank you for forwarding the complaint received in your office from *** *** regarding the Vehicle purchased from CarMax of Tampa, FL on June 11, In the complaint, Miss *** states that the Vehicle has had multiple service concerns since the time of purchase and requests that CarMax buy the Vehicle backCarMax’s records indicate the Vehicle was brought to CarMax of Southlake, GA for service on four different occasions, on or around: August 16, 2016, September 16, 2016, September 29, 2016, and October 5, Notes indicate that during the initial service visit CarMax was unable to verify two of the concerns brought to their attention, however, they were able to verify and complete needed repairs for the remaining concerns On the subsequent visits CarMax verified and completed repairs on all concerns brought to their attention During each of the four visits, repairs were completed at no cost to Miss ***Additionally, as a gesture of customer service, CarMax covered the cost of a rental vehicle for the days not covered by Miss *** Extended Service PlanMiss *** also states that “the vehicle purchased did not come with the items that were supposed to be in the car” Based on notes from the August 16, service appointment, which detail a concern with an inoperable Bluetooth, CarMax believe Miss *** is referring this feature On or around the time of this service appointment, Miss *** was advised that the Vehicle was not equipped with Bluetooth Additionally, upon receiving Miss *** complaint letter, CarMax confirmed that Bluetooth was not listed as a feature on the Vehicle’s window sticker at the time of sale CarMax is unaware of any other concern Miss *** has with the features of the VehicleWhile CarMax understands that service concerns can be frustrating, CarMax is unable to meet Miss *** request to buy back the Vehicle because the Vehicle is outside CarMax’s 5-Day Money-Back Guarantee Additionally, all verified service concerns that have been brought to CarMax’s attention have been addressed at no cost to Miss ***.
CarMax appreciates the opportunity to respond to this complaint If you have any additional questions or would like to discuss this concern further, please contact me at 1-800-519-ext***.
Sincerely,
Jennifer L***
Analyst, CarMax Customer Relations

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not live near the location where the vehicle was purchased from and took the vehicle to the closest *** DEALERSHIP to have it repaired not back to CARMAX where it was purchased It was only after I had to have the vehicle placed in the repair shop for significant impairments on several separate occasions for the same issue Even the dealership suggested I contact CARMAX to have them review and diagnose the issue and offer assistance in getting the vehicle repaired to CARMAX standards, but seems to have made it to the nonconformity standards instead I paid over $10k for the vehicle and after having had it placed in the shop for the same issue more than times I have contacted CARMAX in regards to the electrical issue with the vehicle The vehicle has completely shut off on me while travelling on the highway on more than one occasion, placing not only my self but drivers around me in danger as it completely locks up the steering wheel which is a serious safety defect I have followed every direction they have asked of meI have had it appraised by CARMAX and given an offer of $which they state was given due to the excellent condition of my vehicle yet I owe over $7k on the vehicle I have provided CARMAX with all of my record and at their request had CARMAX service team run an engine diagnostic and a scan of my electrical system, they had it in their possession for days prior to telling me nothing was wrong Which is impossible since you don't even have to run a scan or any diagnostic on the vehicle to see the rear signal lights do not work and the driver side reverse light is also out Which when they are replaced short out the starter (the main reason it has been in the shop nearly once every month for the past year and a half) So what if I had taken the vehicle to Carmax...who has looked at my vehicle for days and concluded nothing was wrong with it?? How would that have helped The law does not state that I have to take my vehicle back to the company I purchased it from to be considered to have a serious safety defect I have made reasonable allowances regarding the vehicle by taking it directly to the manufacturer for repairs I have kept excellent records of every visit to have the vehicle repaired and have attached them to this letter as well I would be willing if offered to
1.Replace the motor vehicle with a comparable motor vehicle
2.Accept the return of the motor vehicle and refund to the consumer, lessor, and any lienholder as their interest may appear the full contract price, including all collateral charges, incidental damages, less a reasonable allowance for the consumer's use of the vehicle up to the date of the first notice of nonconformity that is given to the manufacturer, its agents or authorized dealer
3.in addition I would be willing to accept any assistance in repairing or correcting any defect or condition, including those that do not affect the driveability of the vehicle
Regards,
*** ***

I recently bought a *** *** at the Carmax in Lexington, KY, after obtaining what I thought to be a good dealHowever, I ended up with a contract that was $1,higher than what was previously agreed uponThe sticker price that my wife and myself originally agreed to was $13,998, but was written into the contract at $14,We went ahead and signed the contract because the monthly payment was the same as previously discussedHowever, after reviewing the contract and to my surprise, we were paying the monthly amount related to the higher priceSince signing the contract, Carmax has denied that the original price existedMy wife loves the car, so after discussions with Carmax representatives to turn it back in within the allotted return policy, we decided to keep this vehicleI urge everyone that decides to look for a vehicle at this Carmax location to take pictures of all sticker prices, to make sure that all agreed upon payment plans match the sticker price, and be vigilant in their efforts to avoid overpricing!

May 12,
*** ***Revdex.com
0.0001pt;">
Moorefield Park Drive Suite
Richmond, VA
Re: MR*** ***
Dear Mrs***,
Thank you for forwarding the complaint *** received in
your office from Mr*** *** regarding the *** *** ***, *** (“Vehicle 1”) that was purchased on or about March 24, from
the CarMax store located in Franklin, Tennessee (“CarMax”) The complaint also references the *** ***
***, *** (“Vehicle 2”) that MrWarner exchanged Vehicle for
on or about April 28, 2015, at the same CarMax location. In this complaint, MrWarner is requesting to
exchange Vehicle for a *** *** *** with low mileage at the same sales
price and monthly payment
As stated in the complaint, there were mechanical concerns
that needed to be addressed with both vehicles after purchase. These repairs were all completed under the
day Warranty and Mr*** was provided with a loaner vehicle during the
repair process.
In the interest of customer service CarMax accepted a return
of Vehicle outside of the day return policy CarMax is not aware of any outstanding mechanical
concerns with Vehicle However, the
day warranty is still in effect until May 28, 2015. CarMax would be happy to extend an appraisal
for Vehicle should Mr*** wish to sell
CarMax is declining the settlement request as set forth in
the complaint
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at *** *** *** ***, if you
have any questions
Sincerely,
*** ***
Analyst, Customer Relations

June 27,
class="MsoNormal">
VIA ELECTRONIC MAIL
*** ***, Operations Supervisor
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive, Suite
Richmond, VA
Re: Complaint ID ***
*** *** ***
Dear *** ***:
I am in receipt of the complaint filed by *** *** *** on May 19, regarding a *** *** *** (the “Vehicle”), VIN ***, that was purchased at the CarMax store located in Jacksonville, Florida (“CarMax”), on or about March 1, 2014. *** *** requested in her desired settlement that CarMax add the extended service plan to her loan
*** *** mentioned in her complaint that she came into CarMax on a couple separate visits after her vehicle purchase inquiring about adding the Extended Service Plan (“***”) to her contract. CarMax advised *** *** that *** is a product that is only available at time of purchase. The time frame *** *** is referring to in her compliant is a federally mandated statement on the buyer’s guide specific to implied warranties and does not create a right of purchase of an Extended Service Plan.
CarMax appreciates the opportunity to respond to this complaint and is declining the settlement request as set forth in this complaint
Please contact me at *** *** extension *** with any questions you may have
Sincerely,
*** ***
Analyst, Customer Relations

December 9,
Roman">
*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, VA
RE: *** ***
*** *** *** VIN *** (“the Vehicle”)
Dear ** ***
Thank you for forwarding this complaint received in your office from *** *** regarding the Vehicle purchased from CarMax of *** *** (“CarMax”) on 06/27/2014. *** *** is requesting CarMax pay one-half of his registration fees
*** *** spoke to the CarMax Manager on Duty in August regarding his registration renewal notice from the ***CarMax explained to *** *** that a $registration transfer fee was collected at the time of sale and no other fees were collected for his registration*** *** stated that someone from CarMax told him that CarMax would get his registration renewed, but neither CarMax nor the customer has any record of that statement
Despite the lapse of the Vehicle registration with***, *** *** did not contact CarMax again until November of At that time, *** *** was informed over the phone and again in person by a Sales Manager that as the new registered owner of the Vehicle, *** *** is responsible for paying his registration fees.
CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaintPlease call me at *** ***, extension***, if you have any questions
Sincerely,
*** ***
*** *** ***

June
26,
",sans-serif>
*** *** *** ***
Moorefield Park Drive, Suite
Richmond,
Virginia
*** *** *** ***
Complaint ID ***
*** *** *** *** *** ***
*** *** ***
Thank
you for forwarding the complaint dated June 5, regarding the Vehicle
purchased from the CarMax store located in *** *** (“CarMax”) on or
about May 23, 2015. Mr*** requested
that CarMax allow him to exchange his Vehicle for a previously extended loaner
vehicle at no additional cost to him
CarMax’s records indicate that Mr*** sold the Vehicle back to
CarMax on or about June 5, 2015. Should
Mr*** wish to purchase the loaner vehicle, he may do so at the listed
price
CarMax
appreciates the opportunity to respond to this complaint
Please
contact me at *** extension *** with any questions you may have
Sincerely,
*** ***
*** *** ***

Dear Sir/Madam:
Thank you for sharing *** ***'s complaint and providing us the opportunity to respondMs*** states that she has not received her title for the referenced Vehicle although she paid her contract in full on May 9, She does state, however, that she has
received multiple lien release lettersI would like to take this opportunity to explain why Ms*** received a lien release letter instead of the titleMs*** purchased this Vehicle on December 6, from CarMax Auto Superstores, Inc at the *** *** *** locationOn March 17, Ms*** submitted a retitling request due to her relocation to ***Subsequently, we sent the title to the Vehicle to *** *** *** *** in *** *** to process the change of addressWe have not received the title back from *** *** *** *** because Ms*** still owes Title Ad Valorem Tax (TAVT)The State of *** has placed a hold on her title and this hold will remain until the TAVT is paid in fullSo for these reasons, when she paid her account in full on May 9, 2016, we were unable to provide her with a copy of her titleHowever, we printed and sent a lien release letterAccording to the State of ***, the only way for Ms*** to get her title is to pay her T A VT in fullWe recommend that Ms*** go to the *** *** *** *** to make this paymentFurther, we recommend that she bring a copy of our lien releaseThey can then process her request and provide her the title(This request would be subject to the *** *** *** *** processing time.) I am happy to report that we contacted Ms*** and provided her with this explanation and recommendationShe advised that she understood and will contact the Commissioner's officeThank you, again, for bringing this complaint to our attention and for the opportunity to assist Ms***If you need any additional information regarding the above, please contact Jennifer A*** at *** *** *** *** Sincerely,Brent A***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. The new equipment has been installed and issues with it were worked out with the vendor CarMax sent out. If the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

July 30,
*** ***
0.0001pt;">Revdex.com
Moorefield Park Drive Suite
Richmond, VA
*** *** ***
Dear Mrs***,
Thank you for forwarding the complaint received in
your office from Mrs*** *** regarding the *** *** *** *** (the “Vehicle”) that was purchased on or about May 2, from
the CarMax store located in Irvine, California (“CarMax”). In this complaint, Mrs*** is requesting reimbursement
for the cruise control option
CarMax has attempted to reach Mrs*** to discuss a
resolution but has not received a response.
Mrs*** can contact Lena Prieto, Business Office Manager. Lena can be reached directly at *** *** ***
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***
*** *** ***

Roman';"> April 22,
Via Electronic Mail
*** ***, Operations Team Leader
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
Re: *** ***
Dear *** ***:
I am writing in response to your letter which forwarded the complaint of *** ***On February 11, *** *** purchased a *** *** ***, VIN *** (the “Vehicle”), from the CarMax of Raleigh, NC. In her complaint, *** *** is requesting that CarMax replace both bad tires and brakes.
*** *** brought the Vehicle to CarMax on February 26, to have her tires inspected due a loud scrubbing noise. CarMax Service department test drove and inspected *** *** tires. It was determined that the tires did not need to be replaced
*** *** contacted CarMax again on March 27, and stated that her brake light was on indicating the need for brake work. *** ***, Service Manager contacted *** *** on 3/28/and scheduled an appointment on Tuesday, April 1st to address the brake light. It was discovered that the front wear sensor had failed and this was replaced
CarMax appreciates the opportunity to respond to this complaint If you have any questions, please call me at ***, ext ***
Sincerely,
*** ***
Customer Relations Analyst

July 2,
class="MsoNormal" "line-height:12.0pt">
Revdex.com Serving
Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond,
VA
RE: Consumer
Complaint of *** ***
Dear
Sir/Madam:
Thank
you for sharing *** *** complaint and providing us the opportunity
to respond. We are pleased to inform you
that this matter has been resolved.
Due
to a processing error, we did not credit Mr*** account with the
rebate amount from the cancellation of his vehicle’s service agreement. As a result of this omission, Mr
*** account incorrectly reflected that he had a past due balance and
resulted in collection call attempts.
This error has since been corrected and it resulted in a refund of
$to Mr***. We mailed a
check for this refund amount to Mr*** on June 16,
We again thank you for bringing this
matter to our attention and we sincerely apologize for any inconvenience
caused. Please know that we made several
unsuccessful attempts to contact Mr*** to apologize directly to him prior
to responding to this compliant.
I am available at *** extension *** if you
have any questions or concerns regarding this matter.
Sincerely,
*** ***
***
*** *** ***
*** *** ***

October 6,
*** ***,
Operations
***
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
Complaint ID: ***
*** *** *** (the “Vehicle”),
VIN: ***
Dear Ms***:
Thank you for forwarding the complaint dated September 30, regarding
the Vehicle purchased from the CarMax store located in Hoover, Alabama (“CarMax”)
on or about May 7,
In the complaint, Miss *** describes concerns with the quality
of the Vehicle’s tires and requests that CarMax replace all four tires at no
cost to her
Service records indicate that Miss *** called CarMax on or
about September 26, 2016, after visiting another local service centerDuring
this call, it’s noted that Miss *** expressed concern with the Vehicle’s
tires and stated that the service center she visited told her the tires had dry
rot and cracksMiss *** then visited the CarMax service center on or about
September 27, 2016, and spoke with the Service Manager during her time thereDuring
this visit the Service Manager let Miss *** know that an appointment would
need to be scheduled in order to inspect the tires while the Vehicle was on a
liftThis appointment was scheduled for Miss *** the following week
CarMax’s records indicate that Miss *** visited the service
center for her appointment on or about October 4, During this visit,
CarMax elected to assist by replacing all four of the Vehicle’s tires at no
cost to Miss ***The CarMax service center contacted Miss *** to let her
know the tire replacement for the Vehicle was complete on or about October 6,
CarMax appreciates the opportunity to respond to this complaint
and considers this matter closed
Please contact me at (800)519-1511, extension ***,
with any questions you may have
Sincerely,
Kristina S***
Analyst, Executive Response Team

yes;"> February 21,
Via Electronic Mail
*** *** *** ***Revdex.com
*** *** *** *** *** ***
*** *** ***
Re: *** ***
Dear *** ***:
I am writing in response to your letter which forwarded the complaint of *** *** ***
On February 14, *** *** transferred a *** *** ** *** *** (the “Vehicle”) from*** ***, *** ** ***, *** ***. The transfer fee was $***
*** *** stated in his complaint he asked for the transfer at 11:AM. At 3:*** *** states he called to have the transfer cancelled and refund his money. He was told the car had already been shipped and the transfer was in progress. There would be no refund. *** *** became upset and hung up the phone. *** *** states he called our *** *** store and the vehicle had not been shipped. Our information showed the store it had been shipped at 2:PM
Our ***, *** *** store has informed *** *** that he will be refunded his transfer fee once the vehicle arrives in the *** CarMax store
Please contact me at *** *** extension *** with any questions you may have. Thank you for providing CarMax and opportunity to respond
Sincerely,
*** ***
*** *** *** ***

July 2014">*** ***, Operations Supervisor
Revdex.com
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
*** *** ***, VIN ***
(the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** concerning the above-referenced Vehicle purchased from CarMax of Albuquerque, New Mexico (“CarMax”), on June 2007, for a base purchase price of $15,998. For additional consideration, *** *** purchased an extended service plan for the amount of $1998. In her complaint, *** *** refers to the Vehicle as a “lemon” and cites multiple repair needs and costs incurred in those repairs, and requests another vehicle in its place for the amount she has expended since purchase
Please note that *** *** has owned the Vehicle for over seven years and has put approximately 105,additional miles on the Vehicle. During the course of her ownership, *** *** has utilized her extended service plan up until its expiration at 105,miles or June of 2012, whichever came first. According to CarMax’s records, the Vehicle had attained a mileage of 150,miles in May of at the time of an appraisal offer extended by CarMax
While CarMax recognizes *** *** dissatisfaction with the Vehicle, CarMax is declining to provide the relief that she seeks. If *** *** would like to pursue the sale of the Vehicle to CarMax, she is welcome to have the Vehicle appraised at any time
CarMax appreciates the opportunity to respond. If you have further questions, please do not hesitate to contact me directly at *** *** extension ***
Sincerely,
*** ***
CarMax Customer Relations

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.CarMax may reserve the right to decline business but I beleuve you also should notify the customer as to reasons whyOne could mistake it as discrimination based on sex, gender, age, sexual orientationWhen I was approved for a loan and everything was squared awayI was ready to purchase then continently Carmax decided not to do business with me with NO CLEAR explanation:I would like to challenge CARMAX in court
Regards,*** ***

August
23,
*** *** *** ***
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
*** *** *** *** *** *** ***
Dear
Mrs***,
Thank
you for forwarding the complaint received in your office from *** *** regarding
the Vehicle purchased from CarMax of Modesto, CA (“CarMax”) on August 2,
In the complaint, Mr*** states that the Vehicle has had multiple service
concerns since the time of purchase.
Additionally, Mr*** states that he was advised that a CarFax Report
shows an accident on the Vehicle, prior to his purchase from CarMax. Mr*** requests that CarMax buy back the
Vehicle for the remaining amount owned on the loan
CarMax’s
records indicate that Mr*** brought the Vehicle to CarMax for service on or
around August 4, 2015. CarMax completed
the necessary repairs, which included a tire inflation service, front brake pad
replacement and front rotor resurfacing.
On or around August 7, 2015, Mr*** brought the Vehicle back in for
service stating an additional brake concern.
CarMax replaced the front brake pads with Original Equipment, and
machined the front rotors
In
regards to concerns related to the Vehicle’s history, CarMax’s sales process
includes reviewing an AutoCheck Vehicle History Report (“AutoCheck Report”) for
each vehicle prior to purchase. At the
time of sale, CarMax ran an AutoCheck Report on the Vehicle and identified that
there were no accidents reported. After
receiving this complaint, CarMax ran an additional AutoCheck Report on the
Vehicle and verified that there were no new details indicating impact to the Vehicle. CarMax later verified an incident dated December
5, on the CarFax Report
While
CarMax cannot verify the accuracy or completeness of any report, they would be more
than willing to contact CarFax or
AutoCheck to clarify or correct any inaccurate reportings. In addition, CarMax does not guarantee an
accident-free vehicle. However, it is a
guarantee of CarMax’s to not sell a salvaged, flooded or frame-damaged vehicle
Based
on the above, CarMax declines Mr*** request to buy back the Vehicle but would
be happy to provide him a free written offer for the Vehicle if he would like
to sell it
CarMax
appreciates the opportunity to respond to this complaint
If
you have any additional questions or would like to discuss this concern
further, please contact me at *** *** ***
Sincerely,
Jennifer
L***
Analyst,
CarMax Customer Relations

Roman';"> June 23,
Via Electronic Mail
*** ***, Operations Team Leader
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
Re: *** ***
Dear *** ***:
I am writing in response to your letter which forwarded the complaint of *** ***On April 19, *** *** purchased a *** *** ***, VIN *** (the “Vehicle”), from the CarMax of Louisville, KY. In his complaint, *** *** is requesting that CarMax send a refund of $for the over-collection of sales tax or redo his financing.
On 6/17/14, CarMax issued a refund of $to CarMax Auto Finance for over-collection of sales tax
CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at ***, ext ***
Sincerely,
*** ***
Customer Relations Analyst

September 17,
class="MsoNormal">
*** *** *** ***
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
*** *** *** *** *** *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received by your office from *** *** regarding the Vehicle purchased from the CarMax of *** (“CarMax”) on February 26th, In her complaint, *** *** cited an issue with the oil pan drain plug in the Vehicle and is requesting that CarMax pay for the costs of a newly installed oil pan and labor for this repair
CarMax was made aware of *** *** concerns with her oil pan drain plug prior to receiving this complaint when she had scheduled an appointment for May 19th, CarMax never serviced the vehicle nor had any further contact with *** *** as she elected not to keep the appointmentThe repairs necessary for the Vehicle are therefore currently unknown as CarMax has no repair history at this time
CarMax will certainly address the concerns that *** *** has brought forth in this complaint and would like to determine what may need to be done with her oil drain plug*** *** is invited to contact the CarMax service department at *** so that an appointment can be scheduled to resolve this situation
Thank you kindly for providing CarMax an opportunity to respond to this matter
Sincerely,
*** ***