CarMax , Inc.

September 30,
VIA ELECTRONIC MAIL
*** *** *** ***
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 September 2, regarding an incident that happened during his visit at a CarMax auction on or about September 2, 2014. *** *** requested in his desired settlement that CarMax provide an official position stating he no longer can attend the CarMax auctions. In addition, he is asking that CarMax replace his helmet that was damaged
*** *** attended the CarMax auction at the CarMax store located in *** *** (“CarMax”), on or about September 2, 2014. He mentioned in the complaint that he requested permission to leave his helmet, gloves, and jacket on one of the tables inside of the building while he inspected the vehicles at the auction According to the complaint *** *** returned from inspecting the vehicles to find that his items had been moved and were placed behind the front desk. *** *** then mentioned that his helmet was dropped and damaged by a CarMax associate in the process of returning his belongings back to him
CarMax management team reached out to *** *** to discuss the incident that occurred. In the interest of customer service CarMax offered to extend $to replace the damaged helmet. In addition, CarMax welcomes *** *** business and would like to extend the invitation to participate in future auctions
CarMax appreciates the opportunity to respond to this complaint, and is pleased to have been able to assist *** *** with a resolution
Please contact me at *** *** extension *** with any questions you may have
Sincerely,
*** ***
*** *** ***

March 4th,
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*** *** *** ***
Revdex.com
*** *** *** ***
*** *** ***
RE: *** *** ***
*** *** ***: *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** regarding the Vehicle purchased from the CarMax of *** *** *** (“CarMax”) on January 21st, 2014. In her complaint, *** *** shares her frustrations with her recent service visit and the accessory she purchased during the initial sales transaction of the Vehicle. She shares that she is now being told that the accessory she purchased will not work with the Vehicle and the correct accessory will be an additional cost to her. Due to her experience, she is requesting that CarMax complete the proper accessory installation at no additional cost and complete free oil changes to the Vehicle for one year
CarMax recognizes *** *** frustrations and apologizes for any inconvenience. As a gesture of goodwill, CarMax offers to have the correct accessory installed at no additional charge. Thank you for providing CarMax an opportunity to respond
Sincerely,
*** ***
*** ***

July 14,
***
*** *** ***
Moorefield Park Drive, Suite
Richmond, Virginia
*** *** ***
*** ** ***
Dear Mrs***:
I am writing
you in response to your letter dated July 6, 2015, wherein you forwarded a
complaint from Mr*** ***. Mr***
requested a phone call to discuss his recent experience at the CarMax store
located in Columbus, Ohio (“CarMax”)
CarMax’s records indicate that Mr*** was
contacted by CarMax on or about July 9, to address his concerns as
requested
CarMax appreciates the opportunity to respond
to this complaint and considers this matter resolved
Please contact me at *** extension *** with any
questions you may have
Sincerely,
*** ***
*** *** *** ***

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
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***

March 3rd,
"">
*** *** *** ***
Revdex.com
*** *** *** ***
Richmond, Virginia
RE: *** *** ***
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** regarding her experience with the CarMax of ***, *** (“CarMax”). In her complaint, *** *** shares her frustrations in dealing with multiple associates in an attempt to purchase a vehicle from CarMax. She states that she has reached out to the *** *** of CarMax to discuss her experience, but has yet to receive a call in return. Due to her frustrations, *** *** is requesting an apology and compensation from CarMax
CarMax’s research shows that *** *** and the *** *** of CarMax have discussed her concerns since the receipt of this complaint. In an effort to minimize the impact to *** *** *** *** time, CarMax worked with them and their finance company to ensure all stipulations were met prior to the*** returning to CarMax to complete the purchase. In addition, CarMax invited the *** in outside of business hours to complete their purchase. *** *** came in and purchased their vehicle on February 21st,
CarMax recognizes *** *** frustrations and apologizes for any inconvenience that may have been experienced. Thank you for providing CarMax an opportunity to respond
Sincerely,
*** *** ***

December
29,
*** ***, Operations Supervisor
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Moorefield Park Drive, Suite
Richmond,
VA
RE: Mrs*** ***
*** *** *** VIN: *** (“the
Vehicle”)
Dear
Mrs***,
Thank
you for forwarding the complaint received in your office from *** *** regarding
the Vehicle purchased from CarMax of *** ** (“CarMax”) on December 6,
In the complaint, Mrs*** expresses concerns with the Vehicle’s starter
and previous repairs completed on the Vehicle by CarMax
Records
show that on or around July 20, 2016, CarMax replaced the brakes on the Vehicle
at no cost to Mrs***, as a gesture of customer service At this time, the brakes were considered to be
in good working order.
On
or around December 19, 2016, a CarMax Service Manager spoke with Mrs*** about a starting concern. The Vehicle
was subsequently towed to CarMax for diagnosis and repair of the Vehicle’s
alternator. Repair costs were covered in
full by Mrs*** Extended Service Plan
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

June
"">*** ***, Operations Supervisor
Revdex.com
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
*** *** *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** regarding the registration of the above-referenced Vehicle purchased from CarMax of Chattanooga, Tennessee, on April 2014. As stated, there were issues in completing the registration due to a titling problem that had to be resolved first.
I am happy to report that the issue is resolved and the Vehicle’s registration complete. CarMax deeply regrets the inconvenience that this caused *** ***, and appreciates the opportunity to respond
If you have any questions, please contact me directly at *** ***
Sincerely,
*** ***
CarMax Customer Relations

Roman">
11/26/
*** ***
Revdex.com
*** *** *** *** *** ***
*** ** ***
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 04/18/2014. *** *** is requesting that she be able to return the Vehicle and not owe CarMax anything
CarMax left three messages for *** *** between 11/17/and 11/18/and has not received a response from herCarMax would appreciate the opportunity to speak with *** ***Please have her contact *** ***, Reconditioning Production Manager, at ***
CarMax appreciates the opportunity to respond to this complaintPlease call me at *** ***, extension***, if you have any questions
Sincerely,
*** ***
CarMax Customer Relations

August 5,
*** ***
Revdex.com
Moorefield Park Drive Suite
class="MsoNormal">Richmond, Va.
*** *** *** ***
Dear *** ***,
Thank you for forwarding the complaint received in your
office from *** *** *** regarding the
*** *** *** *** ***(the “Vehicle”)
that she purchased on or about
July 18, from the CarMax store located in Columbus,
OhioIn this complaint, Ms*** is requesting to keep the Vehicle that she
has in her possession with the terms that were offered
Please be advised that Ms*** has also filed a complaint
with the Attorney General’s office This matter is now being addressed by
CarMax’s legal department who has been in contact with MsNoble
Please call me at *** ***, extension ***
Sincerely,
*** ***
*** *** ***

July 11,
*** *** ***
***
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** *** ***
Complaint ID: ***
*** *** *** *** *** *** ***
Dear Ms***:
Thank you for forwarding the complaint dated June 28, regarding
the Vehicle purchased from the CarMax store located in Memphis, Tennessee (“CarMax”)
on or about June 20,
In the complaint Ms*** expresses concerns with the Vehicle’s
tires being installed incorrectly, one of which recently went flat after she
ran over a nailShe also states that she had a recall repair addressed during
her ownershipBased on this, Ms*** requests that CarMax refund the money
she paid through bank financing to purchase the Vehicle.
CarMax’s records indicate that Ms*** brought the Vehicle to CarMax
Memphis’s service center on or about June 28, to inquire about a tire
mounting concernService notes from the Service Manager state that four new
tires were installed before Ms*** purchased the VehicleHowever, it was
confirmed that the Vehicle’s tires had been installed inside out at the time of
replacementCarMax offered to remount the three tires for Ms***, fix the remaining
flat tire (should the nail damage allowed for repair), and inspect each tire
and wheel
During the inspection, it was noted that one wheel was bent,
consistent with damage from hitting an object or driving over a potholeAfter
looking at the flat tire, the Service Manager discovered that the damage was
unable to be repaired, and that Ms*** would need to replace it with a new
tireService notes from the visit indicate that the tires were wearing evenly
and still had a good amount of tread depth, after a year of the Vehicle being
driven by Ms***
A search of the Vehicle’s VIN on the National Highway Traffic Safety
Administration (NHTSA) website does not reveal any open recalls for the
VehicleMs*** is encouraged to speak with the Vehicle manufacturer directly
for any questions she has regarding manufacturer vehicle registration or recall
notifications
While CarMax is unable to participate in reimbursement for the
full cost of the Vehicle as requested, they have assisted by completing the
above mentioned tire remount and inspection at no cost to Ms***Should Ms
*** still need to replace the tire that was damaged during operation
of the Vehicle, she is encouraged to call the CarMax Memphis service department
at ***, option *The service department will be happy to assist by
providing pricing for Ms***’s preferred brand of tires for the Vehicle
CarMax appreciates the opportunity to respond to this complaint
Please contact me at ***, extension ***,
with any questions you may have
Sincerely,
Kristina S***
*** *** *** ***

June 18,
*** ***
RevDex.com
Moorefield Park Drive Suite
Richmond, VA
Re: ** *** ***
*** *** ***
Thank you for forwarding the complaint received in
your office from *** *** *** regarding the *** *** *** ***, (the “Vehicle”) that was purchased on or about March
8, at the CarMax store located in *** *** (“CarMax”). In this complaint *** *** *** is
requesting CarMax to pay $2,
At the time of sale, an *** vehicle history report is made
available for all Vehicles that CarMax sells.
CarMax also has a Clean Title Guarantee which states that every vehicle
we sell has accurate mileage, and not is designated as salvaged or
flood-damaged, or we will buy the vehicle back
According to our records, on or about June 5, CarMax gave
*** *** a written appraisal offer of $22,500. CarMax did speak to *** *** about
the offer and the accident history of the Vehicle. The Vehicle *** report shows a “fleet,
rental and/or lease use record(s)” noted in the title and problem check
section. *** reports that the
title and problem section checks out completely. The *** report for the Vehicle shows an
unknown state agency reported a “collision with a parked motor vehicle minor to
moderate damage reported on or about June 14, 3013” in the detailed vehicle
history section. CarMax inspects
vehicles with an accident that may have been reported to verify that the
vehicle has been repaired properly and professionally CarMax does not price or make appraisal offers
based on *** *** *** value.
CarMax is declining the settlement request as set forth in
the complaint *** *** accepted
CarMax’s appraisal offer and sold the Vehicle to CarMax on or about June 5,
2015.
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***
*** *** ***

[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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

Additional Information:
This Carmax has had my car from March until July and then again in September, October, November and Now DecemberI have has my car for 2years this February My car has had nothing but issue after issueThere is always a 2-3week delay in obataning
authorization to obtain a rental car through a Carmax Care warranty that iam apaying for monthyI have been making care payements on a car that I have basically not had all yearI am tired of dealing with thisEverytime I call there people that I have prevously have delt with are either fired or have transfered to another Carmax locationI think everytime they fix my car another problem happensI need to placed into another car or need to refunded my money of the monthly payments that I am making everymonth for when I did not have my car

January
15,
*** ***, Operations Supervisor
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Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
VIN: *** ***
*** (the “Vehicle”)
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from *** *** about the Vehicle she
purchased from CarMax of Laurel, MD (“CarMax”) on February 13, 2015. In her complaint, Miss *** stated the Vehicle
cannot be properly aligned due to a prior accident Miss *** is requesting that CarMax either
repair the Vehicle or replace it with a like vehicle
On January 12, CarMax inspected
the Vehicle. CarMax has decided to buy back
the Vehicle and assist Miss *** in finding a new vehicle. As of January 14, CarMax has transferred
two vehicles at no charge for Miss ***
If Miss *** has any further
questions she may contact me at 1-800-519-ext***
Sincerely,
Jennifer
***
Analyst,
CarMax Customer Relations

April 3,
">*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, VA
Re: MS *** ***
Dear Mrs
***,
Thank you
for forwarding the complaint *** received in your office from MsGlenda
*** regarding the *** *** ***, ***, (the “Vehicle”) that
was purchased on or about July 21, from the CarMax store located in Oxnard,
California (“CarMax”). At the time of
purchase, the Vehicle mileage was 6, Ms*** did not to purchase the CarMax
MaxCare Extended Service Plan (“MaxCare”).
CarMax recommended, at the time of sale, that Ms*** register the Vehicle
with the manufacturer in order to receive any recall notices. In this complaint, Ms*** is requesting not
to have to pay for repair cost of the clutch.
According to our records, CarMax has
been in communication with Ms*** about this concern. On or about March
3, 2015, CarMax was made aware that Ms***'s had attempted to have the Vehicle
looked at by CarMax Burbank, *** and a local *** dealership. Ms***'s main concern was why a clutch
on the Vehicle with less than 30,miles would need to be replaced. The CarMax Operations Manager contacted Ms
*** on or about March 4, to explain that the clutch on a manual transmission vehicle is
a wearable item, and is not covered under manufacturer warranties or other
extended service programs, including MaxCare.
CarMax provided a repair quote of $1,to Ms***, and requested
to see the Vehicle to confirm her concerns.
CarMax received the Vehicle on or about March 5, 2015. Mileage on the Vehicle was 29,975. At that time, CarMax recommended another
option for Ms*** was to contact *** corporate to see if there could be
an exception made to the manufacturer warranty on the Vehicle that would cover
the repairs Ms*** asked CarMax to put repairs on
hold while she contacted ***. Between
March 5, and March 20, CarMax continued to follow up with Ms***
informing her that we would not proceed with repairs until we had her approval. On or about March 20, 2015, Ms***
approved the repairs, and CarMax confirmed the repair cost quote of
$1,300. On or about March 23, 2015, Ms
*** requested for CarMax to stop repairs until her questions about parts were
answered. CarMax responded then received
approval to proceed with repairs. CarMax
received the clutch on or about March 25, 2015.
As of March 31, 2015,
CarMax is waiting for a machine shop to resurface the flywheel, at no
additional cost to Ms***. CarMax
will finish clutch repairs and inform Ms*** when repairs are completed
CarMax is declining
the settlement request as set forth in the complaint; however, CarMax will
honor the original quoted repair cost amount of $1,300.
CarMax
appreciates the opportunity to respond to this complaint.
Please call
me at *** ***, extension ***, if you have any questions
Sincerely,
*** ***
Analyst, Customer Relations

November 20,
*** ***
Operations
Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** *** ***
Complaint ID: ***
*** *** *** (the “Vehicle”), VIN:
***
Dear Ms***:
Thank you for forwarding the complaint dated November 9, regarding
the Vehicle purchased from the CarMax store located in Hillside, Illinois (“CarMax”)
on or about February 20, 2015. In this
complaint, MrWilliams cites concerns regarding several noises he has heard
while operating the Vehicle, return trips to CarMax’s service department, and a
vehicle history concern. He requests
that CarMax either replace the Vehicle or offer a refund
CarMax’s records indicate the service team has completed repair work
on the Vehicle’s air conditioning system, weather stripping, and intake
gaskets, as well as alignment of a bumperService records state that Mr
Williams brought his vehicle in for a noise concern on or about July 29,
2015. The repair order indicates that
the repair work was covered by MrWilliams’ MaxCare Extended Service
Plan. The records also state that CarMax
assisted by covering the plan deductible and supplied a rental vehicle for
approximately fifteen extra days at no cost to MrWilliams.
CarMax’s records indicate the service team was alerted by Mr
Williams that the Vehicle was again making noises on or about August 22,
2015. Service records list that CarMax
sent it to another dealership for a second opinion on or around September 9, 2015,
where it was determined the Vehicle’s tires were the cause of the sound. CarMax’s records indicate that the service
team replaced the Vehicle’s tires with four brand new tires at no cost to Mr
Williams to resolve the issue. CarMax
declines to provide any further relief
CarMax appreciates the opportunity to respond to this complaint
Please contact me at (800)519-extension ***
with any questions you may have
Sincerely,
*** ***
Analyst, Customer Relations

August 29,
*** *** ***
***
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** *** ***
Complaint ID ***
*** *** *** *** *** *** ***
Dear Mrs***:
Thank you for forwarding the complaint dated August 20, regarding
the Vehicle purchased from the CarMax store located in Houston, Texas
(“CarMax”) on or about April 25, 2016.
Please be advised that Mr*** has filed a similar complaint
with CarMax’s Legal Department, dated August 23, CarMax’s Legal
Department sent Mr*** a written response to his complaint today via Federal
Express
Should Mr*** have additional questions or concerns, he may
contact Jeanne K*** *** in CarMax’s Legal Department, at *** *** *** ***
We, again, thank you for bringing this matter to our attention and
allowing us the opportunity to respond
Sincerely,
Nekia W***

March 13,
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 *** ***’s complaint with us and providing us the opportunity
to respond. It is our understanding that
Ms*** is unhappy with our security protocols, particularly, relating to
accepting credit applications over the phone.
We are sorry that Ms*** feels that way. We have long recognized the significant business
and consumer impacts associated with identity theft. As a result, we have developed over time
effective policies and procedures designed to detect, prevent, and mitigate
identity theft.
Our
records reflect that Ms*** and her husband called our Jacksonville, Florida
location to inquire about financing the purchase of a *** *** ***. They both agreed to submit a credit
application over the phone. Our credit
application process requires customers to provide a substantial amount of
personal information so that we can ensure that the credit report we obtain
belongs to the credit applicant. Any
inconsistency detected between the credit application information and the
credit report obtained would require additional substantiating documentations. For example, documents to prove residence,
income, or employment As a matter of
fact, Ms***’s application was decline because there was a social security number
variance that was not resolved Also
worth noting, before a vehicle is sold, the credit applicant is required to visit
the store in person and provide a photo-identification. Each store has tools in place to verify the
authenticity of any photo-identification provided
Based
on the above facts, it is our position that Ms***’s complaint has no
merit. Therefore, we cannot provide her
with the relief that she seeks Thank
you again for bringing this complaint to our attention and for the opportunity
to provide this explanation. If you have
any questions or concerns, please contact me at ***, extension ***
Sincerely,
*** ***
*** ***
CarMax
CC: *** ***

April 7,
*** ***
0.0001pt;">Revdex.com
Moorefield Park Drive Suite
Richmond, VA
Re: MR.*** ***
Dear Mrs***,
Thank you for forwarding the complaint *** received in
your office from MrTyrus *** regarding the *** *** *** ***, ***
(the “Vehicle”) that was purchased on or about February 18, from the
CarMax store located in Baton Rouge, Louisiana (“CarMax”) and financed through
American Credit Acceptance (“***”). In
this complaint, Mr*** is requesting a refund of the down payment of $3,
CarMax was notified by *** on or about February 24,
that additional documents were required to finalize the Vehicle financing. CarMax contacted Mr*** the same day and
made attempts to obtain the documentation.
On or about March 6, *** advised CarMax they were adjusting the
documentation requirement. Mr***
provided documents to CarMax on March 10, and they were faxed to *** that
day. *** notified CarMax on March 12,
that they would not accept the documentation and had withdrawn the offer
of financing. CarMax was unable to reach
Mr*** via telephone beginning on or about March 12, at the personal
and work numbers provided to us. CarMax
contacted the personal references provided by Mr*** on or about March 27,
2015, then was able to make contact with Mr*** on March 31, 2015. CarMax advised Mr*** the Vehicle needed
to be returned as *** had reversed the approval
Mr*** returned the Vehicle to CarMax on April 4,
and the refund of $3,was sent via *** on April 7, 2015. Mr*** was contacted via telephone and
provided with the tracking number of *** on April 7, 2015. Tracking shows the check will be delivered on
April 8, by 12:pm EST. CarMax considers
the settlement request as set forth in the complaint resolved
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***
Analyst, Customer Relations

Revdex.com:I resolved this issue in person