CarMax , Inc.

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

December 14, *** ***, Operations Supervisor
Moorefield Park Drive, Suite Richmond, Virginia Re: Ms*** ***
Complaint ID
***
*** *** *** *** (the “Vehicle”), VIN: ***
Dear Mrs***:
I am writing you in response to your letter dated December 4, wherein you forwarded a complaint from Ms*** ***, regarding the Vehicle purchased from the CarMax store located Brandywine, Maryland (“CarMax”) on or about November 17, CarMax’s records indicate that we have been in communication with MsTaylor regarding this matter and have reached the desired settlement to allow Ms***r the ability to return the Vehicle to CarMax at the full purchase price MsTaylor was satisfied with CarMax’s resolution and has returned the Vehicle to CarMax as of December 8, CarMax appreciates the opportunity to respond to this complaint and considers this matter resolvedPlease contact me at (855)562-extension *** with any questions you may haveSincerely,
Nekia W***
Analyst, Executive Response Team

September 30,
class="MsoNormal" "margin: 0in 0in 0pt; line-height: normal;">VIA ELECTRONIC MAIL
*** *** *** ***
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive, Suite
Richmond, VA
*** *** ** ***
*** *** ***
Dear *** ***:
I am in receipt of the complaint that was filed by *** *** ***, on September 12, 2014, regarding a vehicle that he was interested in purchasing
*** *** did request to have a *** *** transferred in from another CarMax location to CarMax in *** *** elected not to purchase the vehicle after the transfer.
CarMax appreciates the opportunity to respond to this complaint and the appropriate contacts here at CarMax have received*** feedback. If you have any questions, please contact me directly at *** *** extension***
Sincerely,
*** *** *** ***
*** *** *

*** ***
Revdex.com
*** *** *** *** ***
*** *** ***
Times New Roman">
Re: *** ***
Dear *** ***,
Thank you for forwarding the complaint received in your office from *** *** *** regarding the *** *** *** VIN ***(the “Vehicle”) that she purchased on or about January 19, from the CarMax store located in *** ***. In this complaint, *** *** is requesting reimbursement of $
As stated in her letter, *** *** purchased the Vehicle along with the Max Care, Extended Service PlanOn or about April 15, *** *** test drove another vehicle at the CarMax store located in ***, *** with the intention of trading her Vehicle in and at that time the cancellation of the Max Care plan was discussed. ** *** signed a Return Agreement requesting cancellation of the MaxCare coverageThe paperwork was processed which generated a refund which was subsequently sent to CarMax Auto Finance to be applied to *** *** loan
*** *** , as stated in her letter, decided to not trade in her VehicleShe also stated prior to leaving the CarMax in ***, *** she was told that her cancellation paperwork was null and void and that her Extended Service Plan was still validCarMax regrets that we are not able to verify the conversation due to the amount of time that has lapsed since that transaction took placeHowever, in light of the circumstances, CarMax was able to have *** *** ESP reinstated and only requested that *** *** pay back the $that was sent to her Finance Company when the cancellation took place on or about April 15,
CarMax regrets the inconvenience that this caused *** *** CarMax appreciates the opportunity to respond to his complaint; however, CarMax is declining the settlement request as set forth in this complaint
Please call me at *** ***, extension ***, if you have any questions
Sincerely,
*** ***Analyst, Executive Response Team

class="MsoNormal">
October 29,
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond, VA
RE: Consumer Complaint of *** ***
Dear Sir/Madam:
Thank you for forwarding *** *** *** complaint to us for review and response. *** *** complaint arises from his apparent regret with his knowing acceptance of the credit terms associated with his vehicle purchase.
*** *** purchased a vehicle from us on January 15, in the amount of $21,with a 24.99% interest rate financed through *** *** with later payments provided to *** *** *** *** was presented these exact terms and agreed to them, entering into a retail installment sales contract (“Contract”)
We pride ourselves on a transparent and customer-friendly retail experience, especially as it relates to credit. The processes that make up this retail experience are intended to provide customers such as *** *** repeated opportunities to make an informed credit decision that best suit their needs. For instance:
Credit decisions are returned to both the customer and sales consultant to review together as they are displayed by the system. Offer terms are clearly displayed, including APRs, down payment requirements, monthly payment amounts, and documentation requirementsThere is no dealer mark-up. No associate has the discretion to negotiate or change a customer’s APR. APRs are delivered directly by the finance source to our systems. We then pass these rates directly to the customer without any mark-up.
Customers are free to choose the offer that best suits their needs
Transaction documents are clearly presented and explained to customers, starting with the retail installment sale contract and highlighting the federal Truth-in-Lending box disclosures
Customers are free to pay-off their financing within days with no penalty or charge. This allows customers to continue shopping for credit after their purchase, and to replace the financing they accepted through us with a different finance source at the customer’s option. A document with information about this benefit is explained and provided to every customer
Customers also have the benefit of a 5-day money back guarantee. A customer may return any used vehicle within days with no questions asked and at no cost.
What is apparent (and what *** *** admits in his complaint) is that he understood the finance terms and made the conscious decision to proceed with the transaction. It’s also worth noting that *** *** still has the opportunity to refinance this vehicle with another lender with no early payoff penalty
Accordingly, we are only able to provide *** *** with this explanation and not the relief he seeks in his complaint. If *** *** has further concerns with the amount of his payoff, he needs to address them with *** *** ***
Again, thank you for bringing this matter to our attention and affording us with the opportunity to provide this explanation. If you have any questions or concerns regarding our explanation, please contact us at ***, extension***.
Sincerely,
*** ***
*** ***
***
*** *** ***

May 6,
11pt">
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 and providing us the opportunity to respond Ms*** states that she has not received a
mailed monthly statement despite making several requests. She has access to her statements on our
website, but she would prefer monthly statements to be mailed to her home
address I am happy to report that Ms
***’s account has been updated so that she will receive her statements at her
home address going forward
I would like
to take this opportunity to apologize to Ms*** for the delay in having her
statements mailed to her home address.
When Ms*** called to have her statements mailed to her, the associate
made the necessary account adjustments.
However, a system issue occurred and the statements were not
mailed. Then to compound the issue, the
next time Ms*** called about her statements, our associate incorrectly
advised her that she could not change her statement delivery because she was
not the primary account holder. This is
not our policy, and feedback has been provided to the associate. Further, please note that the cause of the
system issue has been identified and fixed.
I want to thank Ms*** for bringing this to our attention
I have
confirmed that Ms***’s next statement was mailed to her home address on May
4, 2016. I am enclosing Ms***’s May
statement and her previous three statements for her records. Again, we offer our sincere apology to Ms
*** for her inconvenienceIt is our mission to provide a world class customer
experience and we are sorry to learn that we failed on our commitment in this
case.
Thank you, again, for bringing this
complaint to our attention and for the opportunity to identify and to correct a
procedural and a system issueIf you need any additional information regarding
the above, please contact Jennifer A*** at (770) 792-x***
Sincerely,
Brent A***
Operational Compliance Manager
CarMax Auto Finance
Copy:
*** ***

So glad I came to the Revdex.com website and read the reviews I have a good credit score and was offered 9.45% loan rate What a joke!!! The salesperson showed me all these banks before we started the process of loans-I told him I wanted to go with *** *** as that is where my other car loan is fromOf course this wasn't an option even though they were listed as one of the banks that you guys supposedly do business withI really wanted the car but won't be going back after reading the reviews and knowing that Carmax won't bother to get a loan through another bank

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 management never spoke to me during the day return period regarding a returnI was TOLD to allow the vehicle to be repaired not asked for a return or given the opportunity to exchange or return the carCarmax has made no attempt to assist with my vehicle problems and has sense told me they will not allow my vehicle to be seen at carmax againThe vehicle will be sent an independent repair facility as the engine is smoking and the check engine is flashingI told this to carmax and they told me they would accept my vehicle for repairs again.
Regards,
*** ***

[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: ***
Regards,*** ***

May 15,
*** ***
0.0001pt;">Revdex.com
Moorefield Park Drive Suite
Richmond, VA
Re: MS*** ***
Dear Mrs***,
Thank you for forwarding the complaint *** received in
your office from Ms*** *** regarding the *** *** ***, ***,
(the “Vehicle”) that was transferred on or about April 11, at the CarMax
store located in King of Prussia, Pennsylvania (“CarMax”). In this complaint Ms*** is
requesting a $refund, delivery of the Vehicle to the store for purchase,
and better communication.
According to our records, CarMax refunded Mrs***’s
credit card ending -*** on or about April 20, 2015. The Vehicle arrived at CarMax, and CarMax
informed Ms***. Mrs
*** cancelled her sales appointment and informed CarMax she was no
longer interested in the Vehicle
CarMax considers this 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

May 1,
Devan Mann, Operations Supervisor
"white-space:pre">
Moorefield Park Drive, Suite Richmond, Virginia
Re: Mr*** ***
Complaint ID ***
*** *** *** ** ***, VIN: *** (the “Vehicle”)
Dear Mr***:
I am writing you in response to your letter dated April 14, 2015, wherein you forwarded a complaint from Mr*** *** Mr*** requested in the desired settlement for CarMax to issue him a refund for any remaining balance owed to him after the cancellation of his Extended Service Plan
Mr*** sold the Vehicle to the CarMax store located in Houston, Texas (“CarMax”) on or about February 28, According to the complaint, Mr*** also submitted a request to cancel his Extended Service Plan at the time of sale
CarMax’s Customer Relations Team had not previously been made aware of Mr***’s cancelation request until receipt of this complaint However, they have contacted the CarMax Business Office’s in Houston, Texas and Henderson, Nevada (the original purchase store) to expedite Mr***’s refund in the amount of $
Due to CarMax not being aware of Mr***’s current mailing address, the refund check will be mailed directly to the CarMax located in Houston, Texas Once the refund check is received, Lauren Harmon in the Business Office will contact Mr*** to advise him that the check is ready for pick up
CarMax appreciates the opportunity to respond and apologizes for any inconvenience Mr*** may have experienced
Please contact me at *** extension *** with any questions you may have
Sincerely,
*** ***
Analyst, Executive Response Team

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 have NOT received a check from CarmaxIf they had actually sent a refund, wouldn't they have told me that over the past few weeks when I called and they promised a call backThis cannot be a final resolution as they have not refunded my moneyFurthermore, I just tried to call MrD*** to no availPlease advise.
Regards,
*** ***

August
*** *** ***
***
Revdex.com
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
*** *** *** *** *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** ***, who purchased the Vehicle from CarMax of *** *** *** (“CarMax”) on February, 2014. In her complaint, *** *** cites concerns with engine oil consumption, and requests that CarMax take back the Vehicle, refund her down payment, and pay off her remaining loan balance.
According to CarMax’s records, *** *** first alerted CarMax management to her concerns of oil consumption in April of 2014, well outside the 30-Day Limited Warranty. At that time, the oil level was determined by a technician to be full, and further research confirmed that the oil usage was typical for the type of vehicle. CarMax has neither any additional information, nor any additional repair requests related to oil consumption, since that time
*** *** initially spoke with ***, an associate in the CarMax Customer Relations department, on August 13, 2014. *** researched her concern with CarMax of *** and responded to *** *** on August 14, 2014. As this associate explained, the amount of oil consumed by the engine in the Vehicle is considered by the manufacturer, and therefore not a repairable issue. At no time did *** make light of, nor did he joke about, *** ***’ concerns. CarMax extended an appraisal offer in an effort to provide *** *** the option of selling the Vehicle and purchasing another *** *** declined the offer
CarMax declines *** ***’ settlement request outright. If you have any questions regarding this matter, please contact me directly at *** *** extension***
Sincerely,
*** ***
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 did set up recurring paymentsbut on 11/11, I checked the app to make sure the payment was processing and it indicated that there was a balance due of paymentsThis led me to believe that the payment was NOT processedFURTHERMORE, I elected to do the November payment BECAUSE IT WAS AN OPTIONIf a payment was processing, why then, did it give me the option to MAKE that payment? AND why, when I CHOSE the November payment did CarMax not think, well she CHOSE November, must have been an error I absolutely refuse to accept this resolutionThey completely GLOSSED over the fact that I had to fax my bank statement more than timesNot only did I receive incorrect I information from one rep, but I was lied to by severalYes, they got me the refund checkYes, it ended up being overnightedHowever, I was not sent a tracking number via emailThe email that I DID receive simply stated we would get a refund WITHIN 5-BUSINESS daysWhat was I supposed to think? I got the check the next dayMy complaint still standsI am stuck with these people for the term of this loanAnd it is absolutely infuriatingif their online system/app functioned properly, none of this would have happenedIt truly doesn't surprise me that this is the way they've chosen to handle itMake the customer the guilty partyI am not at all satisfied with the resolution and the very condescending letter was shocking...at bestI have attached a screen shot of the payment after I opted to pay itNow you tell me why the November payment was an option if it was processing.
Regards,
*** ***

April
24,
Via Electronic Mail
*** ***, Operations Team
Leader
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
Re: *** *** ***
Dear Ms***:
I am
writing in response to your letter which forwarded the complaint of *** *** ***On February 15, 2014, Ms*** purchased a *** *** ***, VIN *** (the “Vehicle”), at the CarMax of West Sahara, NV In her complaint, Ms*** is requesting
CarMax replace her vehicle with a comparable vehicle due to repairs that she
has experienced
As
stated in the complaint, there were mechanical concerns that needed to be
addressed with the Vehicle. The first
issue was concerning Ms***’s squeaky brakes. Ms*** brought the Vehicle to CarMax in
April for the squeaking and no repair was needed at that time. Ms*** brought the Vehicle back to CarMax
in July for the squeaking again and she did pay $diagnostic charge. CarMax replaced the front brake pads and
rotors, cleaned and adjusted the rear brake shoes, and resurfaced rear
drums. After this repair, Ms***
brought the Vehicle back two additional times for rear brake noise. CarMax cleaned and adjusted rear shoes
Ms
*** recently brought the Vehicle back to CarMax for a check engine light
concern. CarMax recommended that Ms
*** take the Vehicle to Chrysler to have the current repairs addressed. Ms*** stated that the cost of the
repairs were $2,She was only responsible for her deductible
CarMax
declines Ms***’s request as set forth in her complaint. CarMax is willing to appraise the Vehicle and
make an offerIf you have any questions, please call me at ***, ext
***
Sincerely,
*** ***
Customer Relations Analyst

September 29,
***
*** *** ***
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** *** ***
Complaint ID ***
*** *** *** *** *** *** ***
Dear Mrs***:
I am writing
in response to your letter dated September 9, 2015, wherein you forwarded a
complaint from Mr*** *** regarding the Vehicle purchased from the store
located in Lexington, Kentucky (“CarMax”) on or about March 9,
CarMax had not previously been made aware of
Mr*** concerns until the receipt of this complaint. However, in response, CarMax’s Location
General Manager, *** ***, attempted to reach Mr*** by phone on
or about September 20, and on or about September 23, to address his
concerns. *** left messages on
Mr*** voicemail on both occasions and has yet to receive a return call
from him. If MrSexton would like to
connect further with *** *** he can reach him at *** extension ***
CarMax has also researched Mr*** claim regarding
not being informed about the door latch recall and found that this recall was
not reported on the AutoCheck Vehicle History Report at the time of sale or
anytime thereafter. Further research,
however, indicates that this recall was not released by the manufacturer until after
the Vehicle had been purchased from CarMax
In addition, CarMax’s records indicate the
Vehicle was priced fairly at the time of sale and would like to invite Mr
Sexton to visit the CarMax nearest him if he would like to have the Vehicle
appraised by CarMax at the current market value
CarMax appreciates the opportunity to respond
to this complaint
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,*** *** Thank you for your support in this matterI did accepted because I was tied and got broke spending on gasBut they rip me off originally I had down payment of $but with new car they adjusted only $so they gained $at leastWhich is not right thing.Not even that they have charged me a administration fee again$which is another ripped offPlease let them know I'm looser and they are gainer again.Thank you

December 1,
Via Electronic Mail
*** ***, Operations Team Leader
Revdex.com
*** *** *** *** *** ***
*** ** ***
Re: *** ***
Dear *** ***:
Thank you for forwarding the additional message in response to the complaint *** received in your office from *** *** *** regarding the previously referenced lack of repairs. In this message, *** *** stated that she did not receive an estimate and she did forward a copy of letter from ***
CarMax has received the letter from *** and is currently reviewing the letter. CarMax located in***, *** will contact *** *** to discuss the new information and work towards a resolution
CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at (***)***-***, ext***
Sincerely,
*** ***
Customer Relations Analyst

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.] CarMax did not offer a resolution, again as previously stated I was given the run around by several managers at the local storeThe salesperson was trying to sell me *** coverage and I told him I did not want that, however; I would not have rejected the *** as they continue to insisted I was told aboutMy intial salesperson left in the middle of my car deal and sent over another salesperson that did not even mention the ***/Extended Warranty to me
Regards,
*** ***

[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: ***Just to clarify, I do not have the Maxcare Extended Service PlanI purchased the *** *** *** *** from *** of San DiegoAt this time, the cylinder head is being inspected and not replacedSo not sure at this time what the actual problem is with cylinder I feel that carmax misdiagnosed the problem when it first came in and tried to repair it the inexpensive way
Regards,
*** ***