CarMax , Inc.

During the time I tried to work with carmax to get the vehicle after it was repossessed, I asked for a copy of the contract to be mailed to me, which I never receivedDuring that time, I was informed by one of the representatives, over the phone, that carmax made the mistake of not putting me on the registrationLater, another representative said the DMV was at faultWhen Carmax looked into the issue of the registration, they said it would take to weeks to add me to the registrationThat would be well past the time before the vehicle would be sold in auctionIn an effort to resolve the car issue I was willing to make a payment if carmax would only release the vehicle to me once I was on the registrationSomeone from Carmax corporate said that it would not be possible to hold it and if *** *** wanted to pick up the vehicle once a payment was made then he would have every right to do so even though I was the one who made a paymentI did not feel comfortable with making a payment after thatLast month I spoke to a customer representative from Carmax and asked for the letter of the vehicle being sold to be resent since I never received it along with a copy of the contractThey informed me that they had my address incorrect and said they would fix it and send that paperwork to meI never received the letter or the contractThey also informed me that it would have been possible for me to make a payment and have the car released to only myself since the car is released to the person who makes the payment on vehicle. It seems carmax does not have everyone on the same page and resulted in the vehicle being sold at auction instead of working with me by correcting their mistakeI would like to receive a copy of the paperwork that was sent to the DMV since carmax believes it is the DMV’s fault that I was never put on the registrationI have been unable to get any paperwork from the DMV on the vehicle since I am not on the registrationIn order for this issue to be resolved completely Carmax needs to take me off this vehicle Loan and take this off of my credit reportThey left me no way to take ownership of the vehicle or the payments by not properly placing my name on the registration

August 21,
*** *** ***
***
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
*** ***
*** *** *** *** *** (“the Vehicle”)
Dear Mrs***,
Thank
you for forwarding the response received in your office from Ms*** regarding
her daughter’s purchase of the Vehicle from CarMax of Charleston, SC (“CarMax”)
on November 30th,
Ms*** mentioned in
the complaint that her daughter was not made aware of an incident listed on the
vehicle history report
CarMax records indicate
that Ms***’s daughter was informed of the AutoCheck vehicle history report
at the time of purchaseAdditionally, Ms***’s daughter signed a Prior Use
Disclosure form acknowledging her understanding of the report
CarMax completed an
appraisal on the Vehicle on June 2, offering $11,to purchase the
VehicleMs***’s daughter accepted this offerCarMax declines to provide
any additional relied nor will CarMax provide a price adjustment on another
vehicle
Thank
you kindly for providing CarMax the opportunity to respond to this matter
Sincerely,
*** ***
Analyst, CarMax Customer Relations

February
*** ***, Operations Supervisor
Revdex.com
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***, Complaint # ***
*** *** ***, VIN *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** regarding the Vehicle purchased from CarMax of Henderson, Nevada on December 2012. In her complaint, *** *** requests reimbursement for damage to the vehicle Additionally, she references a concern with whether her down payment was applied to the purchase of the Vehicle
A review of the purchase order for the Vehicle indicates that *** *** contributed $toward the purchase The remaining $10,was financed by her finance company, *** *** *** In addition to the purchase of the Vehicle, *** *** purchased a *** *** *** *** (“***”). Also included in the order were documentary and title fees, and sales tax This was explained to *** *** when she contacted the CarMax Customer Relations department a year later on December,
A review of CarMax’s repair records indicates that the Vehicle was serviced on January, under the terms of the 30-Day Limited Warranty for brake noise and difficulty fueling the vehicle The brake pads were resurfaced to address the noise and the evaporative canister was replaced to address the fueling issue. CarMax was unaware of any additional brake concerns, and has not been asked to service the Vehicle again for this issue
On April, 2013, CarMax diagnosed a failed ignition coil and recommended spark plugs, plug wires, and a throttle body cleaning to correct a check engine light concern No repairs were completed at this time
Finally, on April, 2013, CarMax replaced motor mounts and a valve cover gasket under the terms of the *** There have been no additional repairs performed on the Vehicle by CarMax since that time. The Vehicle repair history at CarMax and the utilization of the *** were explained to *** *** on December, by the same associate who explained the purchase order
If *** *** has repair invoices that she believes should be covered under the terms of her ***, she is encouraged to contact the provider, *** ***, directly to file a claim for reimbursement She can reach *** *** at ***. If the Vehicle is presently in need of repairs, *** *** is welcome to contact the CarMax service department directly to schedule an appointment CarMax has no additional remedy to offer at this time
Thank you for the opportunity to respond. Please let me know if you have any additional questions
Sincerely,
*** ***
CarMax Customer Relations
cc: *** ***, Location General Manager, CarMax of Henderson, Nevada
*** ***, Service Manager, CarMax of Henderson, Nevada

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,
*** ***

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

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

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,
*** ***
I don't feel I should have to use my extended warranty for something that should have been fixed when I bought the carI am not going to continuously pay a deductibleI purchased a car from car max because I thought they were a reputable company.why are they continuously trying to get more moneyI've had the car for less than six months so I want the car fixed

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 text messages with the sales rep that sold me the car I have proof that I have communicated this is why I kept everything by textI will end up taking Carnax to court for all the lies and putting my family in harm
this is last opportunity before I proceed to court if you want txt proofs I have those also
Regards,
*** ***

August 5, *** *** *** ***
sans-serif">Moorefield Park Drive, Suite Richmond, Virginia *** *** *** ***
*** ** ***
*** *** ***
I am writing you in response to your letter dated July 28, 2015, wherein you forwarded a complaint from Mr*** *** regarding his interest in purchasing a vehicle from the CarMax store located in *** ***, *** (“CarMax”)CarMax maintains the right not to do business with Mr*** This decision could be related to his recent interaction with CarMax or information that Mr*** may have provided to CarMax during a previous transaction No further information is availableThis is a final decision that is applicable at all CarMax locationsCarMax appreciates the opportunity to respond to this complaintPlease contact me at *** extension *** with any questions you may haveSincerely,
*** ***
*** *** *** ***

December 18,
Roman">
*** ***
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 5/22/2014.
CarMax has left three messages for *** *** to please call us so we can address his concern. He has not returned any of our calls. CarMax would appreciate the opportunity to speak to *** *** at his conveniencePlease ask him to call ***, Service Manager, at***-***-*** to discuss his concerns
CarMax appreciates the opportunity to respond to this complaintPlease call me at (***)***-***, extension***, if you have any questions
Sincerely,
*** ***
CarMax Customer Relations

April 21st,
*** ***, 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 Buena Park, CA (“CarMax”) on February 7th,
In
her complaint, Ms*** requested reimbursement for cosmetic repairs CarMax
completed and also for removal of credit inquiries initiated by CarMax
CarMax
was aware of Ms***’s concern prior to receiving this complaintCarMax
completed repairs on approximately March 1st, At that time,
CarMax painted the rear bumper and tailgate of the VehicleThis repair was
completed under the Vehicle’s Limited 30-Day WarrantyMs*** later
requested that CarMax address overspray which was present on the Vehicle after this
repairCarMax agreed to fix the concerns for Ms*** which Ms***
declined
CarMax agreed to
reimburse Ms*** up to $to use a vendor of her choice or CarMax
could send the Vehicle to another vendor to have the work completedMs
*** declined both of these options as well and requested CarMax pay for the
Vehicle to have the overspray addressed at a vendor of Ms***’s choice
CarMax would be happy to arrange this; however, CarMax will not be
participating in any reimbursement for this repair over $
CarMax initiated a credit
application for each vehicle about which Ms*** requested financing
optionsMs*** completed an initial application on a different Chevrolet
*** that she purchased and then ended up returning prior to the most
recent purchase for the VehicleCarMax needed to complete a finance
application prior to the purchase of the Vehicle due to Ms*** adding a
co-buyer to the transaction
If Ms
*** has any further questions regarding this complaint, she may contact me
at 1-800-519-1511, extThank
you for providing CarMax the opportunity to respond to this matter
Sincerely,
Curt
D***
Analyst,
CarMax Customer Relations

*** ***
Revdex.com
Calibri;">Moorefield Park Drive Suite
Richmond, Va.
Re: *** ***
Dear *** ***,
Thank you for forwarding the complaint received in your office from *** *** *** regarding the *** *** ***, VIN ***(the “Vehicle”) that he sold to the CarMax store located in Fairfield, California on or about March 27, In this complaint, *** *** is requesting payment of funds due to him
As stated in his letter, *** *** sold the Vehicle to CarMax and CarMax subsequently paid off the loan on the Vehicle. CarMax sent the payoff check to the lienholder; however, while the payment was in transit to the lienholder, *** *** made a payment on the Vehicle which created an overage on the accountThe overage was sent to CarMax and at that time a request was submitted to have a check issued to *** ***Unfortunately, there was a delay in the refund check being processed
After further research, it has been determined that the refund check was mailed to *** *** on or about June 5, 2014. CarMax regrets the inconvenience that the delay has caused
CarMax appreciates the opportunity to respond to this complaintPlease call me at *** ***, extension ***, if you have any questions
Sincerely,
*** ***
Analyst, Executive Response Team

I had my car since April everything went well until todayOn my way to work the car started just fine and as soon as I got off of work the battery was deadI called my car insurance cause I have road side asstiance when the guy came to jump my car he said the battery leaked acidThe car should be checked throughly inside before putting out on the lotIf carmax don't get me a new battery in a timely manner I will sue themIt should not take them all day to get a battery to where they can get it at autozoneNow I have to have another jump to get my car to carmax

June
*** ***, Operations Supervisor
Revdex.com
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
*** *** ***, VIN *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** ***, who purchased the Vehicle referenced above from CarMax of Buena Park, California on October, 2012. In her complaint, *** *** cites ongoing engine issues and states that the Vehicle has stopped running altogether. She requests that the Vehicle be repaired and an opportunity to exchange it, as well as the opportunity to purchase an extended warranty (*** *** *** ***)
While there is history of a complaint related to the Vehicle shaking, no repairable issue was ever identified specific to an engine concern since the time of purchase. During the last repair visit at CarMax of Duarte, California, over a year ago on April, 2013, a third-party repair facility confirmed that no issue was found with the Vehicle. If *** *** wishes to pursue a repair of the Vehicle, CarMax would be happy to diagnose and complete the repair at *** *** expense.
The *** *** *** *** is available for purchase only at the time of purchase of a CarMax vehicle. CarMax is therefore unable to sell a *** *** *** *** for the Vehicle at this time
If *** *** wishes to pursue replacement of the Vehicle, she is welcome to visit CarMax to have the Vehicle appraised
Thank you for allowing CarMax the opportunity to respond. We remain ready to assist as *** *** wishes. If you have any questions, please contact me directly at *** *** extension ***
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.]I am not satisfied as the tires remain noisy with chipped pieces of rubber and are "cupped" per CarMax staff
Regards,
*** ***

Roman';"> November 5,
Via Electronic Mail
*** ***, Operations Team Leader
Revdex.com
*** *** *** *** *** ***
*** ** ***
Re: *** ***
Dear *** ***:
I am writing in response to your letter which forwarded the complaint of *** ***On October 19, 2014, *** *** went to CarMax of*, NC with the intent to purchase *** *** *** ***, VIN *** (the “Vehicle”)*** *** is requesting that CarMax continue to work with him and his family to locate another vehicle
Please be advised that *** *** has filed a complaint with the *** *** Office. This complaint is being handled by CarMax’s Legal department
CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at ***, ext***
Sincerely,
*** ***
Customer Relations Analyst

August
*** *** ***
***
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 servicing of the Vehicle purchased from CarMax of *** *** *** on July 2014. In his complaint, *** *** cites multiple repair issues and dissatisfaction with repair attempts
CarMax fully acknowledges *** *** concerns. There have been multiple issues with the Vehicle, which CarMax addressed under the terms of the 30-Day Limited Warranty. CarMax regrets *** ***’s perception of poor customer service, and remains committed to assisting with repairs as they may arise
Thank you for the opportunity to respond. Should you have any additional questions, please contact me directly at *** *** extension ***
Sincerely,
*** ***
CarMax Customer Relations

July 21,
*** ***
0.0001pt;">Revdex.com
Moorefield Park Drive Suite
Richmond, VA
Re: ** *** ***
Dear Mrs***,
Thank you for forwarding the complaint *** received in
your office from Ms*** *** regarding the *** *** ***,
***, (the “Vehicle”) that was purchased on or about May 15, at
the CarMax store located in *** *** (“CarMax”). In this complaint Ms*** is requesting a
return or exchange of the Vehicle, or refund of taxes and her first car payment
paid.
According to our records, CarMax has been in communication
with Ms***. As of July 15, 2015,
CarMax sent the Vehicle to *** for further diagnosis.
CarMax is also offering to take return of the Vehicle per
the request as set forth in the complaint
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***
Analyst, Customer Relations

[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,
*** ***

Carmax Ontario CA: Had a *** appraisedLiar at desk said the odometer was "rolled back." It's digital - IMPOSSIBLE to changeA blatantAppraisal was at least $below MINIMUM KBB! *** are lying, cheating sacks of *** - stay away