CarMax , Inc.

September
20th,
*** ***, Operations ***
",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*** as it pertains to his
attempt to sell the Vehicle to CarMax of Dulles, VA (“CarMax”) on September 3rd,
In
his complaint, Mr*** requested that CarMax take responsibility for the
failure that occurred at the time of appraisal
CarMax completed an appraisal for the Vehicle on
September 3rd, 2016, offering Mr*** $13,While
completing the appraisal, CarMax noticed a grinding noise from the transmission
area which they informed Mr***Mr*** stated the noise was not
present when he brought the Vehicle to CarMaxCarMax then suggested to Mr
*** that the Vehicle have an initial diagnosis completed by a third-party
transmission specialist, which CarMax agreed to payDuring this time, in an
effort of customer service, CarMax agreed to provide alternate transportation to
Mr*** at no cost
CarMax took the Vehicle to *** *** *** where
an initial diagnosis was completed on approximately September 8th,
At that time, *** *** *** advised that there was a torque
tube or transmission failure which was not caused over the course of CarMax’s
test drive, but rather a steady concern that worsened over timeIn order to
complete the diagnosis, an additional teardown of the transmission would be
necessaryMr*** has not authorized those repairs as of today’s date
Based on the above, CarMax will not be taking any
additional responsibility on the mechanical condition of the Vehicle and will
not be paying for additional diagnosis on the concern considering the initial
diagnosis completedCarMax communicated this with Mr*** on September 12th,
If
Mr*** has any additional questions regarding 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

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,
*** ***

November 9, *** ***, Operations ***
Moorefield Park Drive, Suite Richmond, Virginia Re: Ms*** ***
Complaint ID ***
*** *** *** (the “Vehicle”), VIN:
***
Dear Mrs***:
I am writing in response to your letter dated October 27, wherein you forwarded a complaint from Ms***, regarding the Vehicle purchased from the CarMax store located in Norcross, GA (“CarMax”) on or about August 30, In the complaint, Ms*** requests for CarMax to reimburse her for the last payment made towards the loan for the *** *** *** that she traded into CarMaxCarMax’s records state that they have been in recent contact with Ms*** as it pertains to this matter and has agreed to honor her requested settlement, as they’d previously committed CarMax of Norcross, GA will receive the reimbursement check (in the amount of $630.90) no later than Tuesday, November 15, From there, a member of CarMax’s Business Office Team will contact Ms*** to inform her of the check’s arrival and availability (for pick up)If Ms*** fails to receive an update by the above stated date, she may contact myself (at ***, ext***) or Assistant Business Office Manager, Tanya A***, (at ***, ext*)CarMax appreciates the opportunity to respond to this complaintSincerely,
Nekia W***
Analyst, Executive Response Team

August 26,
"margin-bottom:0in;margin-bottom:.0001pt;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 Ms*** *** complaint and providing us with the opportunity to respond. *** *** alleges that we submitted over
unauthorized credit applications on her behalf.
Further, *** *** alleges that each resulting inquiry on her credit file
reduced her credit score by points. *** *** accordingly demands that we contact the credit reporting agencies to request
the removal of these unauthorized inquiries.
*** *** complaint is without
merit based on her extensive transactional history with us. On July 10, 2016, *** *** visited our Los
Angeles, California store to request an appraisal of her *** *** *** and applied for credit on a *** *** *** individually and then
jointly with *** ***. Despite a
credit approval, *** *** did not purchase the Terrain.
*** *** returned to our Los
Angeles store on July 12th, and visited our Torrance, California
store on July 12th, July 13th, July 16th and
July 17th. Over the course of
these visits, *** *** test drove a *** *** *** *** *** ***
*** *** *** *** and a *** *** ***, applying for credit on
each of these vehicles, going back and forth between an individual application
and a joint application with *** ***.
Each of *** *** (and not 20+) applications was authorized.
Prior to submitting each application, and as it does for every
applicant, our Dealer Affiliate presented *** *** with an opportunity to
review and agree to its Credit Application Terms and Conditions (“Consent
Form”). Among other things, the Consent
Form authorizes our Dealer Affiliate and its finance sources to “use your credit
reports and verify your application information.” *** *** agreed to and signed a Consent Form
for each application. (*** ***
Consent Forms are attached.)
Lastly, with respect to *** *** assertion
that her credit score dropped points for each inquiry because of her credit
applications, this is inconsistent with our understanding of how credit
reporting agencies treat such inquiriesWe encourage *** *** to review
Experian’s FAQs which explain that multiple inquiries for the purchase of a
financial product (e.g., an auto loan) within a short period of time such as
days is treated as a single inquiry and have little to no negative impact to a
credit score. This is consistent with an
explanation provided by the Consumer Financial Protection Bureau (“CFPB”). Since M** *** applications were submitted
over the course of days, the resulting inquiries should have had little to no
impact to her credit score. (The
*** FAQs and the CFPB explanation are attached.)
If *** *** has any
further questions or concerns regarding our explanation, she is welcome to
contact me by phone at *** or by email at ***. Thank you for
bringing *** *** complaint to our attention.
If you need any additional information, please do not hesitate to
contact me directly at the contact information provided above
Sincerely,
Brent A***
Operational Compliance
Manager
CarMax
*** *** *** ***

October 23,
"">*** ***, Operations Supervisor
Moorefield Park Drive, Suite Richmond, Virginia Re: Mrs*** ***
Complaint ID ***
*** *** *** (the “Vehicle”), VIN: ***
Dear Mrs***:
I am writing you in response to your letter dated October 5, wherein you forwarded a complaint from Mrs*** *** regarding the Vehicle purchased from the CarMax store located in Richmond, Virginia on or about February 11, CarMax’s records indicate that we have paid off the remainder of Mrs*** loan on the Vehicle and have also reimbursed her initial down payment of $1, Mrs*** was satisfied with CarMax’s offer and has purchased a new vehicle from CarMax as of October 21, CarMax apologizes for any inconvenience Mrs*** may have experienced and appreciates the opportunity to respond to this complaintPlease contact me at *** extension *** with any questions you may haveSincerely,
*** ***
Analyst, Customer Relations

We brought our *** *** to CarMax to have it appraised for trade in They came at just above 50% of the *** *** *** Their explanation for the gap was nonsensical and only accounted for a small portion of costs I've never been treated so dishonestly

December
9,
class="MsoNormal" "margin-right:-27.0pt;line-height:12.0pt">
Revdex.com
Serving Central Virginia
*** *** *** ***
*** ***
*** ** ***
RE: Consumer
Complaint of *** ***
Dear
Sir/Madam:
This will confirm receipt and review of a
complaint that was submitted to your office by *** ***.
On March 28, *** *** executed a
retail installment contract (Contract) to finance the purchase of a *** *** *** through our dealer affiliate, CarMax Auto
Superstores, Inc. The Contract was
subsequently assigned to us for servicing. Shortly after the purchase, *** *** informed
us that she was experiencing financial hardship due to a medical
condition. Our records show that in the
last years we have provided *** *** with some accommodation to assist
her through her hardship. For example,
we have granted her payment deferments or extensions, a due date change and
waived late fee
On September 24, the final payment
under the Contract was due. However, due
to *** ***’s late payments and the payment extensions, her final payment
amount exceeded her regular monthly payment.
The outstanding balance on *** ***’s account as of the date of
this complaint is $1,682.95.
*** *** indicates in her complaint
that she would like to settle her outstanding balance with a payment of
$1,400.00. *** *** would like to pay-off
this settlement amount in installments.
In the interest of customer service, we accept *** ***’s
settlement offer Our records show that
*** *** recently made a payment of $684.92. Accordingly, *** *** only needs to pay
$to settle her account balance
*** *** must; however understand that following
the settlement, we will update our tradeline to reflect that her account is
charged-off and settled for less than owed.
In addition, we
may be required to report all or a portion of the unpaid balance to the IRS on
form 1099-C as cancelled debt. This is
generally the case if the amount of debt forgiven is $or more. Accordingly, we encourage *** *** to
consult a tax advisor regarding the tax implication of settling her account. If *** *** would like more information
regarding settling her account, she should contact Curtis Potts at
770-792-4750, extension
Thank you 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,
*** ***
Legal Assistant
CarMax Auto Finance
CC: *** ***

November 5,
"">*** *** *** ***
Moorefield Park Drive, Suite Richmond, Virginia Re: Mrs*** ***
Complaint ID ***
*** *** *** (the “Vehicle”), VIN: ***
*** *** ***
I am writing in response to your letter dated October 13, 2015, wherein you forwarded a complaint from *** *** *** regarding the Vehicle purchased from the CarMax store located in Brandywine, Maryland (“CarMax”) on or about February 15, CarMax was not given the opportunity to diagnose or repair the Vehicle within the 30-Day Limited Warranty (or any months following the initial date of purchase) CarMax has again declined the desired settlement as set forth in the complaint However, if MrsBeasley would like to pursue a repair at her cost or have the Vehicle appraised, she is welcome to visit the CarMax nearest herCarMax appreciates the opportunity to respond to this complaint and considers this matter closedPlease contact me at *** extension *** with any questions you may haveSincerely,
*** ***
*** *** *** ***

July 21,
*** *** ***
***
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
*** *** ***
***
*** *** *** (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 *** ** (“CarMax”) on June 21st,
In her complaint, Ms
*** referenced service concerns with the Vehicle and also requested a refund
for a $charge she incurred on insurance for a rental vehicle
Ms*** brought the
Vehicle to CarMax with service concerns on June 26th, At that
time, CarMax duplicated brake concerns and requested an additional opinion from
the manufacturerThe Vehicle was promptly taken to a *** dealership for
further diagnosis*** recommended a replacement of the master cylinder on
the VehicleThis repair was then covered under Ms*** Limited 30-Day
Warranty with CarMax
During these repairs, CarMax
provided an all-wheel drive rental vehicle, per her request, from *** at
CarMax’s expenseMs*** elected to purchase supplemental insurance on this
rental vehicle from *** and believed CarMax would cover the insurance charges
After speaking with Ms
***, in an effort of customer service, CarMax elected to reimburse the
supplemental insurance chargesMs*** desired settlement was agreed upon
after the repairs on the Vehicle were complete
Thank
you kindly for providing CarMax the opportunity to respond to this matter
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
There was an appraisal offered to buy back the car with the expectation that input another on a another car to pay the difference on the loan and trade inWhy do I have eat that cost and invest in another car with a company that sold me a vehicle that has problems with the engineThe sales person I spoke to at Carmax stated that this car would not be resold due to the issues yet because I could not come up with the difference I was sent off the lot with a car that carmax themselves would not resellI drive with a small child in my car and do not need the engine to seize on me in the middle if winter and become stuck on the side of a road with thousands of dollars in engine repair costsCarmax also did not offer to fix the problemIf I had this car a year by all means I understand route maintenance I keep a car running well, but this was bought six months ago and I brought the car back in within the first month or so for this problem and was told by *** to watch it and call backMonitoring the oil took more then a couple weeks to fully see that was indeed a problem and not me doing something wrong.
Regards,
*** ***

August 27th,
*** ***
*** ***
Revdex.com
*** *** *** ***
*** *** ***
RE: *** *** ***
*** *** *** VIN: *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** regarding the Vehicle she purchased on or about November 17th, from the CarMax of ***, *** (“CarMax”). In her complaint, *** *** shares her frustrations with the mechanical concerns with the Vehicle and the current repair needs. She is requesting that CarMax refund her the down payment and monies earned from her tradeIn addition she is requesting that CarMax either repair or replace the Vehicle at no additional cost to her
The Vehicle’s current repair needs are not related to any previous repairs completed by CarMax and would not be covered under CarMax’s Limited Repair Warranty. CarMax is offering to see what options are currently available to have the repairs completed at the expense of *** ***. In addition, CarMax offers to appraise the Vehicle again and make an offer to purchase it. CarMax is declining the settlement request as set forth in the complaint
Thank you for providing CarMax an opportunity to respond
Sincerely,
*** ***
*** ***

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,
*** ***
we agreed to getting *** that is all we agreed tooWe are still owed ***carmaxx knows they are in the wrong, you wouldn't just give me *** that easily just becauseI will not accept any offer that's not *** This isn't fair and carmaxx knows it

September 9,
class="MsoNormal" "margin: 0in 0in 0pt; line-height: normal;">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 that was filed by *** *** ***, on August 12, 2014, regarding a refund on a vehicle transfer request
CarMax did issue an initial refund to *** *** that she did not receive. CarMax reissued the refund, check number *** in the amount of $249.00, to the customer on or about August 29, and sent the check via Federal Express #***. The refund was received by *** *** on or about August 30,
CarMax appreciates the opportunity to respond to this complaint. However, CarMax considers the reissued check the resolution to the complaint. If you have any questions, please contact me directly at *** *** extension***
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.]
this correspondence states that had I asked CarMax to issue the check to only me, they would have been happy to obligeWell I have attached emails between me and CarMax stating they would issue the check to me, and not to my ex husbandCarMax failed to follow through with their written word that the check would be made payable to meAlso, CarMax legal dept was sent a copy of our divorce decree two years ago, and have been told numerous times that all Enclave payments were my responsibility*** even explained this to themI made all of those payments NOT *** ***I changed the address on this acct numerous times, but check was still sent to the wrong address
Regards,
*** ***

January 27, *** ***, Operations Supervisor
Moorefield Park Drive, Suite Richmond, Virginia Re: Mrs*** ***
Complaint ID
***
*** *** (the “Vehicle”), VIN: ***
Dear Mrs***:
I am writing in response to your letter dated January 13, 2016, wherein you forwarded a complaint from Mrs*** *** regarding the Vehicle purchased from the CarMax store located in ***, Georgia (“CarMax”) on or about February 20, CarMax has reviewed both repair orders mentioned in the complaint and did not see any record of a transmission concern being noted at the time of either service Therefore, CarMax is declining the settlement as set forth in the complaint However, if MrsHarris would like to pursue a repair at her cost or have the Vehicle appraised, she is welcome to visit the CarMax nearest herCarMax 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

March
27,
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 December 26, 2010, Ms*** purchased a *** *** ***, VIN ***
(the “Vehicle”), at the CarMax of Duarte, Ca In her complaint, Ms*** is requesting
CarMax refund the cost of her rental
Ms
*** stated that she brought her vehicle to CarMax on February 9, and
dropped it off for her February 16, appointment. Ms*** stated that she got a rental from
February 13th through February 16th.
She stated that the cost of the rental was $242.00. Ms*** stated that she spoke to the Service
Manager at CarMax who advised that her ESP (Extended Service Policy) expired at
75,miles or 12/2016. Ms***’s
vehicle had just under 100,miles on the odometer
The Service
Manager spoke to Ms*** and researched her request for reimbursement of her
rental charges. Ms*** was then
informed that CarMax would not be reimbursing her for the rental because to no
warranty work was performed
CarMax
declines Ms***’s request as set forth in her complaint. If you have any questions, please call me at
***, ext ***
Sincerely,
Sharon Martin
Customer Relations Analyst

*** ***
Revdex.com
*** *** ***
*** *** ***
*** *** ***
Re: *** ***
Dear *** ***,
Thank you for forwarding the complaint received in your office from *** *** *** regarding the
*** *** ***, VIN***(the “Vehicle”)that he purchased on or about
February 16, from the CarMax store located in *** ***,***. In this complaint, *** *** is requesting “repair or a fair/discounted exchange out of the car”
CarMax was not aware that *** *** was having any concerns with the Vehicle until we received the complaint from the Revdex.comThe Operations Manager at the CarMax store located in***, *** contacted MrBell*** *** expressed concerns with the price of the repairs quoted to him by the *** dealership. At that time, the Operations Manager offered to have the repairs completed at CarMax or have the Vehicle appraised by CarMax
*** *** went to the store for an appraisalThe offer was extended to *** *** and he appeared to be pleased with the offer recognizing that he would have some negative equity in the Vehicle. The
Operations Manager also offered to contact the *** Dealership to get a breakdown of the repair costAfter contacting the *** Dealership, the Operations Manager relayed to *** *** that the repairs would be covered under the MaxCare, Extended Service Plan. *** *** stated that he would take the Vehicle elsewhere to try and get a better offer
CarMax appreciates the opportunity to respond to this complaintIf you have any further questions, please give me a call at (***)***-***, extension***
Sincerely,
*** ***
Analyst, Customer Relations

March 20, 2015*** ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms*** ***Complaint ID *** *** ***, VIN: *** (the “Vehicle”)Dear Ms***:Thank you for forwarding the
complaint dated February 6, regarding the Vehicle purchased from the CarMax store located in Laurel, Maryland on or about January 25, Ms*** requested in the desired settlement for CarMax to repair her seat upholstery and fix any remaining scratches on the driver and rear doors of the Vehicle. Ms*** brought the Vehicle to the Service Department on or about February 3, to have scratches and dings repaired on the driver and rear doors Ms*** also requested for the Vehicle to be sprayed down to eliminate a smoke odor CarMax inspected the Vehicle and found that the scratches met CarMax’s standards However, CarMax performed a scratch repair service on the driver and rear doors as a gesture of customer service CarMax also sprayed a deodorizing spray inside of the Vehicle to eliminate the odor.CarMax called Ms*** on or about March 13, to schedule a service appointment to bring the Vehicle in to address any outstanding concerns However Ms*** did not have the availability to schedule an appointment at that time, and informed CarMax that she would call back to schedule an appointment CarMax has not heard back from Ms*** at this time.CarMax appreciates the opportunity to respond to this complaint and encourages Ms*** to contact the Service Department to schedule a follappointment.Please contact me at *** extension *** with any questions you may have.Sincerely,*** ***Analyst, Executive Response Team

June 22,
*** ***
0.0001pt;">Revdex.com
Moorefield Park Drive Suite
Richmond, VA
*** ** *** ***
*** *** ***
*** *** *** ***
Rearding the complaint *** received in
your office from *** *** *** regarding the *** *** *** *** (the “Traded Vehicle”) that was sold on or about March 13,
at the CarMax store located in *** *** *** (“CarMax”). In this complaint Mr*** is requesting CarMax
to remove the additional $4,charges
According to our records, CarMax has been in communication
with Mr***. An estimated payoff for
the Traded Vehicle of $21,was received on or about March 13, 2015. CarMax was informed by Wells Fargo Dealer Services
that the payoff for the Traded Vehicle was $25,984.04. CarMax paid Wells Fargo Dealer Services the
correct amount and Mr***’s Traded Vehicle loan was closed. CarMax then informed Mr*** that there was
a mistake made in obtaining the payoff; however, he was still responsible for the
negative equity on the Traded Vehicle. Please
refer the Vehicle Purchase Agreement that was signed by Mr*** on or about
March 13, 2015.
Due to human error, and in the interest of customer service,
CarMax offered to split the cost of the remaining balance due as the settlement
request as set forth in the complaint. Mr
*** worked with the CarMax Credit and Collections department to set up a
payment plan arrangement for the total due of $2,beginning July 1, 2015. Mr*** agreed to this offer and the
payment arrangement was sent to Mr*** via *** on or about May 6,
CarMax appreciates the opportunity to respond to this
complaint. Please direct any questions
to the CarMax Credit and Collections department at *** ***
Sincerely,
*** ***
*** *** ***