CarMax , Inc.

December 18,
Roman">
*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, VA
RE: *** *** ***
*** *** *** * *** *** (“the Vehicle”)
Dear ** ***
Thank you for forwarding this complaint received in your office from *** *** **regarding the Vehicle purchased from CarMax of *** *** *** on 2/22/MrMoreno is requesting that CarMax refund his car, car payments and expenses for repair costs
The *** *** was purchased on 2/22/and had 70,miles at that time. The Vehicle currently has over 82,miles. With the exception of a transmission repair, all repairs were part failures for a vehicle of this age and mileageCarMax would be happy to appraise the Vehicle at *** *** convenience, but it will not be handled as a return
CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaintPlease call me at *** ***, extension***, if you have any questions
Sincerely,
*** ***
*** *** ***

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
[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

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

June 25,
*** *** ***
*** *** ***
Moorefield Park Drive, Suite
Richmond, VA
*** *** ***
*** *** *** *** *** *** ***
Dear *** ***
Thank
you for forwarding the complaint received in your office from MrGonzales
regarding his purchase of the Vehicle from CarMax of *** *** ** (“CarMax”)
on May 25th,
In his complaint, Mr
*** referenced concerns with the payoff quote on a *** *** ** ***
that he sold to CarMax prior to his purchase
CarMax estimated the
payoff associated with his loan on the *** ** *** after not establishing
contact with his lienholderThis estimate was $more than the actual
payoff amount on the loanThe transaction was finalized and CarMax purchased
Mr***’ vehicle on the estimated quote
Via
an agreement between preferred lenders and CarMax, that $is attributed
to the balance of the loan on the Vehicle Mr*** purchased, through *** *** *** This agreement is specific*** stated in Mr***’
vehicle purchase agreement he received at the time of the purchase
A
manager at CarMax discussed this information with Mr*** on June 14th,
In the event Mr*** has any further questions on this, he may
contact me at ***, ext***
Thank
you kindly for providing CarMax the opportunity to respond to this matter
Sincerely,
*** ***
*** *** *** ***

Roman';"> July 30,
Via Electronic Mail
*** ***, Operations Team Leader
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
Re: *** ***
Dear *** ***:
I am writing in response to your letter which forwarded the complaint of *** ***On November 9, 2012, *** *** purchased a *** *** **, VIN *** (the “Vehicle”), at the CarMax of Gulf Freeway, TX. In her complaint, *** *** is requesting that CarMax pay or removed the claim against her insurance as it was unauthorized
In November 2012, *** *** brought the Vehicle in for Limited 30-Day Warranty repairs and was given a loaner vehicle. While the loaner was in *** *** possession the wheels were stolen from the loaner vehicle. *** ***, CarMax service manager, spoke to *** *** about filing a claim with her insurance for the stolen wheels. CarMax decided to waive *** *** deductible as a one-time good will gesture. CarMax did file a claim and *** *** insurance company did pay the claim
*** *** did speak to *** *** again on or about July 18, 2014. The service manager confirmed that per *** *** insurance company had assumed ownership of the liability and paid the claim*** *** stated that she recently found out about the claim and *** told her that they had a discussion about the deductible at the time of the claim. *** advised *** *** to contact her insurance company with any additional questions
CarMax appreciates the opportunity to respond to this complaintCarMax will not be removing or reimbursing this claim. If you have any questions, please call me at (***, ext ***
Sincerely,
*** ***
Customer Relations Analyst

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

[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,
*** ***

July 27,
*** ***
0.0001pt;">Revdex.com
Moorefield Park Drive Suite
Richmond, VA
*** ** *** ***
*** *** ***
Thank you for forwarding the complaint *** received in
your office from Mr*** *** regarding the *** *** *** ***,
(the “Vehicle”) that was purchased on or about July 13, at the CarMax
store located in *** *** (“CarMax”).
In this complaint Mr*** is requesting for CarMax to address the
soft top fabric issue and the missing tow harness
According to our records, on or about July 21, CarMax spoke
to Mr*** further about his concerns.
CarMax explained that our technicians do not install tow packages
related to the wiring harness needed for the trailer hitch. This is something that has to be completed by
the manufacturer. CarMax also explained
that we needed further diagnosis on the rip in the soft top. This would have to be completed by a
specialized vendor. The Vehicle will
have to be seen by *** *** and *** *** to address the concerns
further. CarMax has left messages for
Mr*** in an attempt to schedule an appointment to assist. Mr*** has not responded
CarMax is offering to help address Mr*** concerns as
requested in the complaint Mr*** should
call the CarMax service department at *** as soon as possible to
schedule a service appointment to take care of the concerns
CarMax appreciates the opportunity to respond to this complaint.
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***
*** *** ***

November 23,
Revdex.com Serving
Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond, VA
RE: Consumer
Complaint of *** ***
Dear
Sir/Madam:
Thank
you for sharing *** ***’ complaint and providing us the opportunity to
respond. Ms*** is unhappy with the remaining
balance on her account after experiencing a total loss on her vehicle even though
she had insurance and optional Guaranteed Asset Protection (“GAP”). She purchased the optional GAP Waiver
Agreement on February 12, 2014, in conjunction with the purchase of her vehicle
from our dealer affiliate. *** *** ***, LLC (“***”) is the administrator of the GAP
Waiver Agreement In addition, she is
dissatisfied with the processing time for her GAP claim. Her account was paid in full and closed on
November 5, 2015, however, Ms*** feels that she should receive a
refund.
Upon
receipt of Ms***’ complaint, I reviewed her account and discovered that she
had five late fees assessed on her account prior to the date of loss. Per the GAP Waiver Agreement that Ms***
signed at the time of purchase, GAP will not cover unearned finance charges,
payments due but unpaid, deferred or extended payments, late charges,
disposition fees, termination fees, penalty fees, or other items added to the
contract balance after origination. On
August 31, 2015, we received a check from *** in the amount of $14,246.34,
which was applied to Ms***’ account as of the date of loss. On October 15, 2015, we received a check from
*** in the amount of $1,654.10, which was also applied to the account as
of the date of loss. We credited the
remainder of her extended service plan to her account in the amount of
$1,615.75. After the application of all
of the above referenced amounts, Ms*** had a remaining balance on her
account of $in late fees and $in accrued interest
Please
know that after the receipt of the funds from ***, we contacted *** on
September 11, and provided all of the documents required by us to process
the GAP claim. It is our understanding
that any delay in processing the GAP claim appears to be due to ***
waiting for required documents from Ms***, as she submitted only a partial police
report
We
understand that having a total loss on a vehicle is difficult and we strive to
provide our customers the best possible service during this challenging
time. We spoke with Ms*** several
times throughout this process. In
addition to keeping her informed, we also granted her three extensions between
August and October while she awaited her insurance and GAP payments.
It
is our position that the balance due on Ms***’ account was correct and
there is no refund due. We will,
however, furnish on our tradeline on Ms***’ credit file that she disputes
the information we are furnishing. If you need additional
information regarding the above, please do not hesitate to contact *** *** at ***, extension ***
Sincerely,
*** ***
Operational Compliance
Manager
CarMax Auto Finance
Copy:
*** ***

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

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

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

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

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

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 belowI allowed them to run my credit one time and if you look at the date and times it was ran
@ 8:PM times
@ 8:PM times
@ 8:PM times
@ 10:AM times
@ 5:PM times
Why in the world would they run my credit different times minutes apart and again the next day hours apart another times I told the salesman that I only wanted it ran through CarMax credit I want all these inquiries removed from my credit My credit score has been lowered points and I cannot move forward to get a home This has to be illegal for them be able to get away with this They are ruining peoples lives I was financed through *** at 1.9% APR
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

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
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

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,
*** ***

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,
*** ***