CarMax , Inc.

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

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.Dear *** ***/Revdex.com,Thank you for forwarding the respons from CarMax/Mr *** in respons to our complaintIn this, CarMax says they did make a mistake when stating the car had leather seatsHowever, they do not acknowledge that they mislead us with the Xenon lights- that is completely wrongWe did check (orally) with the *** *** office (which in turn checked with the *** location) that they did have thisThis should be in CarMax files (they have been read out loud to us)We did get a verbal confirmation that the car did include these before we decided to go down to Georgia and buy the car.The solution proposed by CarMax in this latest letter does not include anything new to usThey have already offered us (in January) an extended return period.Everyone involved in this purchase process (i.e** *** location and *** Location) already knew that the car model we wanted to buy was very rare (i.ea *** *** ** *** with a diesel engine) and that returning the car would not give us the option to buy another one elsewhereThey also know and knew that we have a limited time frame (due to an upcoming military deployment situation) for this purchaseBoth the fact that we probably cant find a similar car, and the fact that we need to buy this car under time pressure has been known to everyone involved, and we do feel that CarMax is taking advantage of this information to get out of a situation where they clearly mislead us about two of the cars features.So, we refuse the offer to return the car at an offer made by CarMaxTo summarize, there is nothing new in this offer and CarMax did know that this car is hard for us to find elsewhere and that we are under a limited time frame for the purchaseWe still believe that CarMax should take financial responsibility for having sales representatives impudently misleading their customers, and our requests remains as it was stated in our first letter
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***

I contacted CarMax in April and scheduled an appointment to bring in my *** *** *** I was asked basic information about the car, of which was how many miles does it have I was out of town at the time so I rounded the mileage to 80,miles I live in NJ so the closet store was East Haven, CT, which is not close and approximately 80-miles ONE WAY I will NEVER EVER recommend CarMax to anyone EVER After the conversations I had with people about my car and mileage, not ONCE did any of the astute individuals say that we do not resell German cars on our lot if they are over 60k miles Not ONCE They only buy them for sale at auctions I would have NEVER NEVER EVER drove my car to East Haven, add unnecessary miles of to my speedometer I felt completely duped and led astray furthermore, that information should be publicized on the website so customers can make an informed decision I was completely outraged by the entire experienceI burned gas, paid tolls, wasted about 3-hours of my time, spent money to specifically get the car cleaned This is all money I could have kept in my pocket I felt 100% disrespected and was flat out lividNever again

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***

May 17th,
*** ***, Operations Supervisor
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
(VIN: *** the
“Vehicle”)
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from Mr*** regarding his purchase of the
Vehicle from CarMax of Memphis, TN (“CarMax”) on November 21st,
In
his complaint, Mr*** requested that CarMax reimburse him for the cost of
leather installation in the Vehicle or complete the installation of leather for
which Mr*** previously paid
As
stated in his complaint, Mr*** purchased leather to be installed in the
Vehicle at the time of saleThe amount of this installation was included in
the terms of his loan on the VehicleCarMax scheduled a service appointment to
have the leather installed in approximately December of Mr*** was unable
to make this appointmentCarMax has no record of subsequent service nor any
record of Mr*** scheduling an appointment for installation
CarMax
processed a reimbursement for the leather installation on approximately April
11th, in the amount of $1,At that time, CarMax returned
this amount to the principal balance of Mr***’ loan for the Vehicle through
CarMax Auto FinanceCarMax communicated this with Mr*** on May 14th,
In
the event Mr*** would still like to have leather installed in the Vehicle,
CarMax will make an appointment for the installation and Mr*** will be
responsible for the cost which was previously reimbursed
If Mr
*** has any further questions, he is welcome to contact me at 855-562-4935,
ext***
Thank
you for providing CarMax the opportunity to respond to this matter
Sincerely,
Curt
D***
Analyst,
CarMax Customer Relations

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: *** ***

January
15,
*** ***, Operations Supervisor
",serif">
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

January 29, *** ***, Operations Supervisor
Moorefield Park Drive, Suite Richmond, Virginia Re: Mr*** ***
Complaint ID
*** *** (the “Vehicle”), VIN: ***
Dear Mrs***:
I am writing in response to your letter dated January 15, regarding the Vehicle purchased from the CarMax store located in Hartford, Connecticut (“CarMax”) on or about July 26, Mr*** requested in the desired settlement for CarMax to issue him a refund for the remaining balance of his Extended Service Plan (“MaxCare”)CarMax’s first record of a conversation with Mr*** was on or about January 14, 2016, wherein he emailed CarMax’s Business Office a request to cancel his MaxCare CarMax responded to Mr***’s email the following day and requested that he reply back with a signed request to cancel the MaxCare Service Contract, along with a copy of the Vehicle’s odometer disclosure statement Mr*** sent these documents back to CarMax on or about January 18, In response to Mr***’s request, CarMax canceled his MaxCare Service Contract that same day and issued his financial institution a prorated reimbursement check in the amount of $for the remaining cost of his Extended Service Plan In addition, CarMax would encourage Mr*** to contact his financial institution if he would like to inquire about the status or processing of the reimbursementCarMax appreciates the opportunity to respond to this complaint and considers this matter closedPlease contact me at (855)562-extension *** with any questions you may haveSincerely,
Nekia ***
Analyst, Executive Response Team

February 18th,
*** ***, Operations Supervisor
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** *** (VIN:
*** the “Vehicle”)
*** *** ***
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from Mr*** regarding his purchase of
the Vehicle from CarMax of Laurel, MD (“CarMax”) on December 4th,
In his complaint, Mr*** requested an extension of the Vehicle’s
30-Day Limited Warranty and compensation for one month of his car payment for
the repair delays
CarMax was actively repairing the
Vehicle at the time Mr*** submitted his complaintCarMax completed
repairs to address a belt squeak concern on February 1st, 2016, and
Mr*** picked up the Vehicle
CarMax management spoke with Mr
*** on February 4th, 2016, and discussed concerns about his
experienceCarMax agreed to extend the 30-Day Limited Warranty for the Vehicle
through March 1st, 2016, in the interest of customer serviceCarMax
also communicated with Mr*** that a payment on the loan associated with
the Vehicle is not something CarMax would provide
In
the event Mr*** has any questions about this, he may contact me at
1-800-519-1511, ext***
Thank you for providing CarMax the
opportunity to respond to this matter
Sincerely,
Curt
D***
Analyst,
CarMax Customer Relations

May 10th,
*** ***, Operations Supervisor
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
*** *** (VIN: ***
the “Vehicle”)
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from Ms*** regarding her purchase of the
Vehicle from CarMax of Tinley Park, IL (“CarMax”) on March 2nd,
Ms
*** also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a
term of months, or until the Vehicle exceeded 75,miles, with a
deductible of $and up to days of rental transportation for covered
repair claimsIn her complaint, Ms*** requested reimbursement for rental
insurance coverage while the Vehicle was at CarMax for repair
CarMax
was aware of Ms***’s concerns prior to receiving this complaintAccording
to CarMax’s records, the Vehicle was repaired on approximately April 26th,
under the terms of Ms***’s ESP
Rental insurance is the
responsibility of the vehicle ownerAs such, CarMax declines to participate in
insurance costs related to Ms***’s rentals
In
the event that Ms*** has further questions, she is welcomed to contact me
at 1-800-519-1511, ext***
Thank
you for providing CarMax the opportunity to respond to this matter
Sincerely,
Curt
D***
Analyst,
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.Revdex.com:I feel that this would have never happened if I wouldn't have took it in for servicingI believe it is not my insurance's problemIt is the failure to keep my keys safe and secure so somebody could get into my vehicle and attempt to steal itIn the police report it states, that there was a chance that the door was probably left unlockedYou would think somebody should make sure that everything is secured before leaving for the day, or possibly have better security so stuff like this does t happen againI am at a total loss, my husband and I both work full time jobs with two children (under the age of 3)How am I supposed to get us all to work and then take the kids to the babysitterIt is just rediculous that there is no resolution to this problemBut it's ok with everythng being said I have files suit against CarMax so we will see how it goes there Thank you Regards,*** ***
Regards,
Kristine Winfrey

March 27,
*** ***
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 Mr*** *** regarding the *** *** **, *** (the
“Vehicle”) that was purchased on or about January 29, from the CarMax
store located in Littleton, Colorado (“CarMax”). In this complaint, Mr*** is
requesting CarMax pay to replace the Vehicle’s tires, to repair paint scratches
and to cover repairs associated with Mr***’s concern of a hard start
Regarding the Vehicle’s tires, CarMax inspected the tires on or
about March 17, and found that the tread measured at least 5/on all
tires. There were no cords or steel
belts showing and no cracks on the sidewalls.
Small cracks were found between the tread and CarMax determined these
were cosmetic in nature and did not affect the integrity of the tires. In the interest of customer service, CarMax
is offering to share in the cost of replacing the Vehicle’s tires with Mr
***. CarMax will cover the labor
involved and Mr*** would be responsible for the cost of the tires,
which will be offered at the cost CarMax pays to obtain them from our supplier
In reference to the mechanical concerns presented in the
complaint, CarMax serviced the Vehicle for a concern of a hard start on or
about March 9, 2015. A test of the starting
and charging system showed that the battery needed to be replaced. CarMax replaced the battery and covered this
visit. Mr*** advised CarMax that
the 4xbrake maintenance light was activated.
CarMax serviced the Vehicle on or about March 17, and replaced the
transfer case fluid at no cost to Mr***. CarMax is offering to provide a quote of
repair costs and perform any necessary repairs to the Vehicle at Mr
***’s expense if not covered by the Vehicle’s Extended Service Plan.
Regarding the paint scratches, CarMax reviewed the after-hours
documents completed by Mr*** and found no notes regarding declining a
car wash. There were notes entered in
our internal service system by his service consultant indicating that the
Vehicle should not be washed. CarMax has
not yet inspected the mentioned scratches but we are offering to pay to repair
the scratches to bring the Vehicle’s exterior within our quality standards
Mr*** can reach Service Manager, *** *** at
*** extension *** to arrange an appointment to address these
concerns
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at *** ***, extension *** if you have any
questions
Sincerely,
*** ***
Analyst, Customer Relations

June 3,
"margin: 0in 0in 0pt; line-height: normal;">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 that was filed by *** *** ***, on May 14, 2014, regarding *** *** *** (the “Vehicle”), VIN ***, that was purchased from CarMax in Federal Heights, Colorado (“CarMax”) on or about January 15, 2013. *** *** requests in his desired settlement to be refunded all money paid towards his loan as well as the value of the trade in, totaling $9,and for any remaining debt to be forgiven. He is also requesting to return the Vehicle
*** *** states that the brakes on the Vehicle require replacement. The number of miles driven may be a consideration of wear and tear on brakes. Brakes are a regular maintenance item that are not covered by the Extended Service Plan (“***”) policy that *** *** purchased. Any questions about the claims submitted previously for the suspension and ride components may be directed to *** *** *** at ***.
CarMax appreciates the opportunity to respond to this complaint. However, we are declining the settlement request as set forth in the complaint. If *** *** would like to sell CarMax the Vehicle, we invite him to bring the Vehicle in for an appraisal. If you have any questions, please contact me directly at *** *** extension ***
Sincerely,
*** ***
SrAnalyst, 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
I refuse the offer because CarMax has had my vehicle for weeksFrom the date of purchase this is totally unacceptable due to the fact that this vehicle should have been ready to leave the lot with all the repairs made necessary prior to purchaseI have make car payments on this vehicle at the expense of Carmex having this vehicle in their possession percent of the time since the date of purchase you can also inform the operation supervisorthat I will be reporting this to the local news stations
Regards,
*** ***

January 22,
Roman">
*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, VA
RE: Dr*** ***
*** *** * VIN *** (“the Vehicle”)
Dear Ms ***,
Thank you for forwarding this complaint received in your office from Dr*** *** regarding the Vehicle purchased from CarMax of Midlothian, VA (“CarMax”) on 7/25/Dr*** is not requesting a settlement; however, CarMax chooses to respond
*** ***, Sales Manager, had the opportunity to speak with Dr*** on or about 1/6/MrCarter explained to Dr*** that while CarMax will never sell a vehicle that has frame, core support, or structural damage, we may sell a vehicle that has been in an accidentThe minor accident of the Vehicle did not affect the appraisal value and, in fact, was not listed on the appraisal offer itself. Please call me at *** ***, extension ***, if you have any questions
Sincerely,
*** ***
CarMax Customer Relations

I purchased a car from Carmax in December The car is a manualAfter recent surgery on my left leg, it became extremely difficult working the clutchI spoke with my current finance company who understand my situation and I even agreed to pay the balance on the loan once the vehicle is auctioned I returned to Carmax to see if the can get me into a vehicle with an automatic transmission in September I was approved for a vehicle with $down based on my income and explaining my job has unlimited overtime (I worked at the same company as a temp for a year prior to being hired permanent and the overtime has always been constant) and I average $bi-weekly ($3,a month)I was so excitedonly for the salesman to come back minutes later explaining my YTD income has decreased when they ran it through some kind of income calculator, because I just started my new job a month priorWe re ran the credit app with the $less monthly as calculated, and of course we did not get an approval from any of the finance companies this timeIt was suggested that I return a couple months later, after I have been on my job a little longer, and to continue to work as much overtime as possible to increase my YTD amounts and to show the finance companies my overtime is consistentFast forward to November 2016, I go back to Carmax, showing them I continue to bring in the $3,monthlyStill no approvalsThe car was a *** *** ** with 63k on it with a extended warranty up to 150,milesIt was suggested I look for a newer model car with less than 50k to see if the finance companies will approve it, so I looked on the website and picked out cars matching this criteriaStill no approvalsNone of this made sense as I did everything suggested by Carmax, so I contacted the finance company that approved the initial application in Sept 2016, only to find out Carmax is still submitting applications with only the $monthly, not the actual $monthly after including my overtime I call Carmax about this only for them to tell me they cannot use the overtime incomeAre you kidding me??? Why was I not told this in September??? Carmax pretty much submitted the exact same information to the finance companies that resulted in the first denial thinking it would be approvedWow Really Carmax?? I would have never agreed to this had they explained thisCarmax explained they will continue to work on this and contact me backCarmax's way of working on this was to submit applications on multiple random vehicles just to see if they could get approved, which I also never agreed toThis lowered my credit score even furtherI found this out only after receiving constant emails from *** *** that there were more hard inquiries on my report after they said they would keep working on itDue to Carmax's misinformation and gross incompetence, not only do I not have a new vehicle, my credit score has lowered, due to all the constant credit inquiriesThis will probably make it even more difficult to obtain financing anytime soon

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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Carmax back dated info to cover themselves, but the still have not released their lien from my car. It's still on my title, even though I bought the car back in 2011. See evidence enclosed. I am sending this via the mail to you, CarMax and TXDMV Complaint Dept

April 12,
Revdex.com Serving Central
Virginia,
Inc
Moorefield Park Drive
Suite
Richmond, VA
RE: Consumer Complaint of *** ***
Dear
Sir/Madam:
Thank you for sharing Mr
***’s complaint with us and providing us with the opportunity to
respond. Mr*** states that he
called to cancel his recurring payment and the payment drafted anyway. Further, he is unhappy with our refund
processing timeMr*** is asking for his refund within the week of his
complaint or he will require additional monies to cover any overdraft fees he
could incur
We are happy to report that
Mr*** received his refund via FEDEX on Saturday, April 9, 2016. Nonetheless, we have conducted an
investigation into Mr***’s concerns and found the following:
April
2, 2016,
Mr*** called and requested that we cancel his recurring payment. He advised that his employer changed his
payment schedule, and in an attempt to assist Mr***, our representative told
him that she could cancel his April 2, payment. However, that payment was already in process
and could not be cancelled. We have
provided feedback to the associate regarding the error and reinforced the
correct procedureOn April 4, 2016,
Mr*** called to understand why his April payment was debited from his
account. We informed Mr*** that
this was our error and we advised of our rush refund request process
It is our mission to provide
a world class customer experience and we are sorry to learn that we failed on
our commitment in this caseHowever, we are happy to report that Mr***
received his requested refund days after his request
Thank you, again, for
bringing this complaint to our attention and for the opportunity to provide
this letter of explanation If you need
any additional information regarding the above, please do not hesitate to
contact me directly by phone at *** *** or by email at ***
Sincerely,
Brent
A***
Operational
Compliance Manager
CarMax
Auto Finance
Copy: *** ***

November 4,
"">*** ***, Operations Supervisor
Revdex.com
*** *** *** *** *** ***
*** ** ***
RE: *** ***
*** *** *** (VIN: *** (the “Vehicle”))
Dear *** ***,
Thank you for forwarding the complaint received by your office from *** *** regarding the Vehicle purchased from the CarMax of ***, TX (“CarMax”) on February 18th, In her complaint, *** *** shared concerns related to the closing of the account on this Vehicle through her *** insurance
CarMax was aware of these concerns prior to receiving this complaint and was aware that the Vehicle had been declared a total loss*** *** sought financing for a purchase at CarMax after the processing of her *** insurance had closed the previous accountThe prospective lienholder, *** ***, requested proof that the loan for the Vehicle was paid in fullThis request was made to satisfy a stipulation of her approval for another vehicle*** *** would have needed documentation directly from *** ***’s previous lienholder, ***, to process this request and stipulation
*** insurance does require substantial documentation for their claim process and CarMax has attempted to communicate this with *** ***In her complaint, *** *** mentions that she stopped making payments to *** on the totaled Vehicle after the incidentMissed payments are not covered by *** and this may cause a balance to remain outstanding on her account with *** *** had requested that this account be paid in full
*** *** has been approved for financing through CarMax Auto Finance, with no stipulations requiredIn the event that *** *** chooses to accept the financing offer with *** ***, *** *** would be required to produce the stipulations that *** *** requaets
Thank you kindly for providing CarMax the opportunity to respond to this matter
Sincerely,
*** ***
Analyst, CarMax Customer Relations