CarMax , Inc.

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,
*** ***
*** *** ***

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

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

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,
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*** *** *** ***
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,
*** *** ***

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';"> July 11,
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 March 28, 2009, *** *** purchased a *** *** ***, VIN *** (the “Vehicle”), from the CarMax of Greensboro, NC. In her complaint, *** *** is requesting that CarMax send a refund of $for the remaining time of Extended Service Policy (“ESP”).
CarMax has issued a check for $on 7/9/and the check is being sent directly to *** ***. CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at ***, ext ***
Sincerely,
*** ***
Customer Relations Analyst

July 26,
Revdex.com Serving
Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond, VA
RE: Consumer
Complaint of *** ***
Account ***
*** *** *** *** *** ***
Dear Sir/Madam:
Thank you for
sharing *** *** dissatisfaction with our complaint response. We were sorry to hear that she was not
satisfied with our resolution to her concerns.
Upon learning of Ms*** dissatisfaction, we immediately reached
out to her. She advised that while she
did receive our Release of Lien, she was unhappy with the fact that she would
have to go to the DMV to complete the process of getting a title without our
name listed as lienholder. When we
advised her that she could skip this process and keep the Release with the
title, she was unhappy with the prospect of keeping track of an additional
document.
I am happy to
report that we were able to find a solution that was satisfactory to Ms
***. We asked that Ms*** send us
her certified duplicate copy of her title so that we could notate our release
on the title and send it back to her. We
sent Ms*** a *** overnight envelope so that she did not incur any
expenses. We received Ms*** title
on July 20, We notated the title
and immediately sent it back to her. She
received the notated title on July 21, 2016.
In addition, we reimbursed Ms*** the *** she spent on the
certified copy of the title. She
received this reimbursement via *** on July 25,
Thank you,
again, for bringing Ms*** dissatisfaction with our complaint response to
our attention so that we had the opportunity to find an alternative solutionIf
Ms*** needs anything further, I hope that she will contact *** *** ** *** *** ***
Sincerely,
Brent A***

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,
"">
*** *** *** ***
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,
*** ***
*** ***

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

August 21,
***
*** *** ***
Moorefield Park Drive, Suite
Richmond, Virginia
*** *** *** ***
Complaint ID ***
Dear Mrs***:
I am writing
you in response to your letter dated August 4, 2015, wherein you forwarded a
complaint from *** *** ***
CarMax’s records indicate that Mr*** was
contacted by CarMax’s Service Manager in *** *** *** on or about August 6,
2015. During that conversation, Mr
*** mentioned that he had recently taken the Vehicle to the dealership to
diagnose the shutting off concern and was advised that there was a recent
recall on the Vehicle that would resolve his concern. The dealership completed the recall and
resolved Mr*** concerns. Mr*** was fully satisfied with the repair of the Vehicle and CarMax’s response to his
complaint
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,
*** ***
*** *** *** ***

[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,
*** ***

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

March 3,
0pt;" class="MsoNormal">
Revdex.com Serving Central Virginia
Moorefield Park Drive
Suite
Richmond, VA
RE: Consumer Complaint of *** ***
Dear Sir/Madam:
This will confirm receipt and review of a complaint that was forwarded to your office by *** ***. *** *** is alleging that we conducted credit inquires on his credit file without his authorization. Accordingly, *** *** is requesting that we delete the credit inquiries from his credit fileI will attempt to address *** *** concerns below.
Our records show that on September 26, we received credit applications for the purchase of a *** *** ** and a *** *** ** respectively. The first application was submitted on-line, while the second application was submitted at the CarMax Auto Superstores, Inclocation at Escondido, California. Both applications contained a significant amount of personal information about *** ***. Additionally, the applicant reviewed and executed a Credit Consent form for each application acknowledging that he understood, amongst other things, that he was submitting a credit application for a vehicle purchase and that each application submitted could be reviewed separately by multiple financial institutions. The credit application for the purchase of the *** *** ** was approved by one of the financial institutions, resulting in the sale of the vehicle. Please know that a photo-identification was requested and reviewed in order to authenticate the identity of the applicant.
On June 6, we received credit applications from the same applicant on the September 26th transaction. On this occasion, both applications were submitted on-line for the purchase of a *** *** ***. Again, both applications contained *** *** personal information and a Credit Consent form for each application was also executed. Both applications were approved by multiple participating financial institutions; however, the applicant elected not to accept any of the finance offers
If, in the light of the above information, *** *** still disputes the credit inquires and believes that he is a victim of identity theft, he should contact me immediately at ***, extension ***. To facilitate the investigation, *** *** may be required to complete a fraud affidavit and provide a police report. We would be happy to provide *** *** with the relief that he seeks upon confirmation that he is a victim of identity theft.
In the meantime, we thank you for bringing this complaint to our attention and for the opportunity to respond. If you have any questions or concern, please do not hesitate to contact me at the number provided
Sincerely,
*** ***
Paralegal
CarMax
CC: *** ***
***

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

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 belowCarfax failed to mail title paperwork to the ** as stated trips were made to the ** only to be told no paperwork was found It was not until I contacted the Corporate Office that they said they would have to find the title information I advised the representative that I would prefer to pick up the paperwork in lieu of them mailing it again My claim is for mileage and interest as the refund was received
Regards,
*** ***

May 2,
*** ***
*** *** ***
*** *** *** *** *** ***
*** ** ***
0.0001pt;">
*** ** *** ***
*** *** ***
Thank you for forwarding the complaint *** received in
your office from *** *** *** regarding the *** ***, *** (the “Vehicle”) that was purchased on or about January 14,
at the CarMax store located in *** *** (“CarMax”). At the time of sale, Mr*** did purchase
the MaxCare Extended Service Plan (“MaxCare”) valid for a period of months
or 125,miles, whichever occurs first.
In this complaint Mr*** is requesting for CarMax to fix the Vehicle
with no deductible charge
According to our records, CarMax serviced the Vehicle on or
about February 10, for the ABS light being on, replaced the driver front
wheel bearing, and aligned the Vehicle.
All repair costs were covered under the CarMax Limited 30-Day
Warranty. Mr*** had concerns of
leaking fluid, heat fluctuating from hot to cold, jerking at mph, heard a noise
when driving over bumps, and a coolant flush on or about April 30, 2015. Repairs to water pump, coolant tube, tension
struts were all covered under MaxCare. CarMax
did not duplicate jerking concerns.
CarMax flushed the coolant; this repair is not covered under
MaxCare. Mr*** paid a total of
$364.08. Mr*** brought the Vehicle
to CarMax on or about May 27, for concerns of shifting problems and stated
the Vehicle would not go over mph.
CarMax replaced the electro-hydraulic control unit. This repair was covered under MaxCare, and
Mr*** paid his deductible of $250.00.
CarMax also diagnosed a catalytic converter failure, which is not
covered under MaxCare. CarMax
recommended that Mr*** take the Vehicle to a muffler shop for this repair.
CarMax is declining the settlement request as set forth in
the complaint. However, CarMax is
willing to obtain repair quotes for the cost of the catalytic converter If Mr*** would like to obtain those price
quotes, hey may contact *** *** *** *** ** *** *** ***
CarMax appreciates the opportunity to respond to this
complaint.
Sincerely,
*** ***
*** *** ***

*** *** ***

Revdex.com:I resolved this issue in person