Sign in

CarMax , Inc.

Sharing is caring! Have something to share about CarMax , Inc.? Use RevDex to write a review
Reviews CarMax , Inc.

CarMax , Inc. Reviews (1863)

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:
*** ***

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,
*** ***

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

April 2014">
*** ***, Operations Supervisor
Revdex.com
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***, Complaint #***
*** *** ***, VIN *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the request for reimbursement received in your office from *** *** for services she elected to have performed on the aforementioned Vehicle purchased from CarMax of Glencoe, Illinois (“CarMax”), on March, 2014. Prior to purchase, the Vehicle had undergone complete reconditioning and inspection, and all required maintenance on the Vehicle had been performed
A review of CarMax’s records indicates that on March, 2014, while the Vehicle was still under the CarMax Limited Warranty, *** *** returned the Vehicle for service to address a whirring noise. There is no mention of “puttering” or any other driveability issue in CarMax’s records. A technician test-drove the Vehicle and determined the sound to be consistent with the Vehicle’s CVT transmission type, and that the Vehicle was functioning as designed. Additionally, *** *** expressed concern that the Vehicle was pulling to one side. A second test-drive was performed, during which time the Vehicle drove and tracked straight. *** *** had a third concern regarding the key fob. CarMax management offered to send the Vehicle to the dealer to have that issue addressed, as special equipment is needed to program the fob. *** *** declined, stating she would take the Vehicle to the local dealer herself. CarMax offered to reimburse for any charges incurred at the dealer to reprogram the key fob
Upon her return, *** *** presented an invoice for several services that she had elected for the Vehicle, including replacement of the cabin and engine air filters and wiper blades, and a fuel injection service. There was no charge to reprogram the key fob, as the Vehicle is still under the remainder of the manufacturer’s warranty. As the services that *** *** elected are considered routine maintenance and unrelated to any repair issue, they are not reimbursable under the terms of the CarMax Limited Warranty.
Thank you for the opportunity to respond. If you have any questions, please contact me directly at *** *** extension ***
Sincerely,
*** ***
CarMax Customer Relations

June 6,
",sans-serif>
*** ***, 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 May 15, wherein you forwarded a complaint from MrsDamitra
***, regarding the Vehicle purchased from the CarMax store located in Roseville,
California on or about May 11, 2016. Mrs
*** requested in the desired settlement for a CarMax store other than the
location of purchase to complete the repairs noted in the complaint. In addition, Mrs*** requested that
CarMax also extend the 5-Day Money-Back Guarantee period until after the above
repairs have been completed
CarMax’s records indicate that the
CarMax located in Sacramento, California (“CarMax”) is currently working to
resolve Mrs***’ concerns as stated in the desired settlement
CarMax will continue to keep Mrs
*** informed on the progress of her Vehicle as more updates become
available. However, if Mrs*** has
any additional questions or concerns while the final repairs are being
completed, CarMax encourages her to either contact the Service Department directly
at (916)509-ext* or Sharon Martin in CarMax’s Customer Relations
Department at (800)519-ext***
CarMax appreciates the opportunity
to respond to this complaint
Please
contact me at (855)562-extension *** with any questions you may have
Sincerely,
Nekia
W***
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
While I understand that brakes are included in regular maintenance duties, the emergency brake and rear brake components have never been properly functionalFurthermore, the service department at the Federal Heights location denied claims that they had worked on my rear brakes, to which I have proof they were worked onThe results of the tech's shoddy work is a bolt that wasn't supposed to fail, failing and causing serious safety risks to myself and my children (I have pictures of what happened to the vehicle components)Your company boasts, in several locations (webpage, commercials, paper ads, etc...), that a car sold on your lot goes through a refresh process and is "like new" before being soldThis is clearly not the case as is evident in the sheer number of times the vehicle has been in the shop since purchase
In addition to this specific issue, I have had problems with the suspension since purchase and it has NEVER been resolvedUnderstanding that maintenance is a big part of owning a car, if the cars sold on your lot did, in fact, go through a refresh process as your ads claim, I don't believe these problems would be experienced at all
I will accept the offer of selling my car back to CarMax, as long as the appraisal and subsequent sale provides my with the total sum of my payments thus far and the agreement that CarMax forgives the remaining debtAll of the issues experienced by myself and multiple other customers I have been able to locate online boils down to advertisingYou advertise like new cars, but this is not a like new carIt was most definitely a car with 80,miles on it that unnecessarily required the maintenance associated with a car of this age and mileage, which if you do business as your ad stated, should never have been the case
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
One of your employees stole the tires and committed the crime with information and knowledge obtained from the jobWe have camera footage and I will also be in touch with the police and an attorney!
Regards,
*** ***

February 6,
class="MsoNormal">
*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, VA
Re: MR *** ***
Dear Mrs***,
Thank you for forwarding the complaint received in your office from Mr*** *** regarding the *** *** ** *** **, ***, (the “Vehicle”) that he purchased on or about February 18, from the CarMax store located in ***, Virginia (“CarMax”). In this complaint, Mr***, is requesting for CarMax to take back the Vehicle.
According to our records, CarMax has been in communication with Mr*** CarMax addressed an oil leak by replacing the gasket, on or about February 20, 2014. CarMax then added coolant to the Vehicle on or about March 14, 2014. Mr*** came to CarMax with concerns about the remote start not functioning properly. CarMax showed him how to operate the remote start on or about March 19, 2014. CarMax addressed a bent intake push rod for cylinder two by replacing the rod and tightening the valve cover on or about March 25, 2014. Mr*** reported a knocking noise on driver side and CarMax replaced the steering intermediate shaft on or about May 6, 2014. CarMax replaced the thermostat and radiator hose to address a check engine light on or about August 14, 2014. Mr*** presented several concerns with the Vehicle on or about September 29, 2014, October 15, and December 11, 2014. During these visits, CarMax sublet the Vehicle to a local *** dealershipThe local *** dealership and CarMax were not able to duplicate any concerns during all three visits.
The Vehicle was ready for pick up on or about January 6, Mr*** should return the CarMax loaner vehicle and pick up his Vehicle as soon as possible.
CarMax is declining the settlement request as set forth in the complaint CarMax did offer Mr*** a written appraisal offer of $11,on or about February 2, 2015. This offer is good for days from the date of the appraisal if Mr*** is interested in selling the Vehicle to CarMax.
CarMax appreciates the opportunity to respond to this complaint.
Please call me at *** ***, extension ***, if you have any questions
Sincerely,
*** ***
Analyst, Customer Relations

March 23,
*** ***
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 purchased on or about November 16,
from the CarMax store located in Houston, Texas (“CarMax”). At the time of purchase, Ms*** did buy
the MaxCare Extended Service Plan (“MaxCare”) valid for a period of months
or 100,miles, whichever occurs first.
In this complaint, Ms*** is requesting a full return of the Vehicle
with no negative effect on her credit
Since purchase, CarMax has seen the Vehicle on two
occasions. CarMax was unaware of any
safety concerns Ms*** had with the Vehicle outside of these two
visits. Ms*** brought the Vehicle
to CarMax for a concern with shaking when accelerating and jerking during down
shift on or about November 29, 2013. CarMax
sent the Vehicle to a Chevrolet dealership for diagnosis under the
manufacturer’s warranty and there were no recommended repairs. CarMax diagnosed the Vehicle on or about
March 10, for the concerns of overheating, a coolant leak, starting
issues, low tire pressure light and the service air bag light. CarMax diagnosed an impact to the front of
the Vehicle, and recommended to replace the radiator, condenser and electric
fan assembly. Ms*** declined the
repairs
The Vehicle is currently financed through ***. Any concerns Ms*** has with the
payment history should be addressed to *** at ***
CarMax is declining the settlement request as set forth in
the complaint However, CarMax is offering
to appraise the Vehicle if Ms*** is interested in selling it
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***
Analyst, Customer Relations

February 5,
Roman">
*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, VA
RE: *** ***
*** *** *** *** VIN *** (“the Vehicle”)
Dear Ms ***,
Thank you for forwarding this complaint received in your office from *** *** regarding the Vehicle he sold to CarMax of *** ***, California (“CarMax”) on 8/19/Mr*** is requesting that CarMax resolve Toll Roads violations that appeared in his name after the sale of the Vehicle to CarMax.
CarMax appreciates the opportunity to respond. On January 20, the CarMax Tickets and Towing department was notified that tickets were incurred under the name of *** ***On or about that same day, CarMax sent Toll Roads documentation indicating that CarMax sold the Vehicle on 11/11/so as to transfer liability to the correct partyOn or about that same date a Toll Roads agent confirmed that the liability for the violations had been transferred to the correct party and they are no longer in Mr***’s name. CarMax sent Mr*** a letter of confirmation via US Certified MailPlease call me at *** ***, extension ***, if you have any questions
Sincerely,
*** ***
CarMax Customer Relations

*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, Va.
class="MsoNormal">
Re: *** ** *** ***
Dear Mrs***,
Thank you for forwarding the complaint received in your
office from Ms*** ** *** regarding the servicing of the *** *** *** ***, VIN ***(the “Vehicle”) that she purchased on or about
November 20, from the CarMax store located in Charlotte, North Carolina
In this complaint, Ms*** is requesting a refund for
services paid to include damage to her garage floor
As stated in the complaint, Ms*** took the Vehicle to
CarMax for several concerns including the light being out on the passenger side
rear and a regular oil changeIt was determined that both tag lights were
burned out. CarMax replaced both tag
light bulbsCarMax also completed an oil change service.
Ms*** stated in the complaint that her garage was
damaged because of an oil leak due to CarMax not tightening a bolt after the oil
change was completedMs*** also stated that she spoke to the
Service Manager and sent him an email in regard to the
damage to the garage floor. CarMax has
no records of the contact by the customer nor the email that was sentHowever,
CarMax would like the opportunity to address Ms***’s concernCarMax would
appreciate Ms*** contacting the Service Manager, *** *** at
***, extension *** to discuss a possible resolution
Carmax appreciates the opportunity to respond to this
complaint. Please call me at *** ***
Extension ***, if you have any questions
Sincerely,
*** ***
Analyst, Customer Relations

March 16,
*** ***
0.0001pt;">Revdex.com
Moorefield Park Drive Suite
Richmond, VA
Re: MR *** ***
Dear Mrs***,
Thank you for forwarding the complaint *** received in
your office from Mr*** *** regarding the *** *** ***, ***,
(the “Vehicle”) that was purchased on or about November 18, from the
CarMax store located in Las Vegas, Nevada (“CarMax”). At the time of purchase, the Vehicle had
55,miles registered on the odometer.
The Vehicle did come with CarMax’s Limited 30-Day Warranty. Also at the time of sale, the Vehicle was
CarMax Quality Certified and did meet all CarMax standards. Mr*** chose not to purchase the MaxCare
Extended Service Plan. In this
complaint, Mr*** is requesting a full return of the Vehicle
CarMax was unaware of the Vehicle brake installation, oil
pan, or engine concerns. Mr*** did
not contact CarMax until after the Vehicle’s engine had blown, and he stated
that he had the vehicle towed to numerous service centers. CarMax has since been in communication with
Mr*** about his concerns. The Vehicle
was towed to CarMax where technicians attempted to diagnose the engine problems. CarMax found that the computer had been
cleared of all its data to include the "freeze frame" data, which
would have given a snap shot of the exact conditions of the engine at the time
of the catastrophic failure. Mr***
told CarMax that he had disconnected the battery and knew that would erase the
data. CarMax was not able to verify the
oil level because Mr*** drained the oil.
CarMax did recommend that Mr*** take the vehicle to a local
dealership to try and discover more stored data. CarMax received and reviewed all documentation
related to service records on or about February 19, CarMax then discussed this review with Mr
*** on or about February 23, 2015.
Mr***’s claim that the Vehicle was performance tuned and that the
engine was modified cannot be verified since Mr*** disconnected the
battery in the Vehicle which deleted all the useable and needed data of what
was happening to the engine at the time of failure. CarMax did not have the opportunity to
diagnose the engine concerns until after the battery was disconnected and oil
drained.
CarMax is declining the settlement 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

May 12,
*** ***,
Operations Supervisor
Moorefield Park Drive, Suite Richmond, Virginia
Re: Mr
*** ***
Complaint
ID ***
*** *** *** ** ***, VIN: *** (the “Vehicle”)
Dear Ms***:
I am in receipt of the additional message dated May 6, regarding
the Vehicle sold to the CarMax store
located in Houston, Texas (“CarMax”) on or about February 28,
Mr*** mentioned in the complaint
that the refund amount provided to him by CarMax in the initial response was
incorrect. CarMax reviewed the Return
Agreement signed by Mr*** at the time of sale and determined that Mr
*** is owed a refund in the amount of $382, as opposed to the previous
stated amount of $316. CarMax will send
the refund check to Mr***’s home address as requested
CarMax appreciates the opportunity to
respond to this complaint and considers this matter resolved
Please contact me at *** extension
*** with any questions you may have
Sincerely,
*** ***
Analyst,
Executive Response Team

May 25, *** ***, 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 May 10, wherein you forwarded a complaint from Ms*** ***, regarding the Vehicle purchased from the CarMax store located in Orlando, Florida (“CarMax”) on or about March 24, Ms*** requested in the desired settlement for CarMax to repair the Vehicle as soon as possible, and then pay to have it inspected at a local *** dealershipCarMax’s records indicate that they have elected to honor Ms*** request as stated in the desired settlement and has issued the *** dealership a one-time payment in the amount of $to cover the cost of inspection and any needed repairs Ms*** was satisfied with CarMax’s offer of assistanceTherefore, CarMax considers this matter closed and appreciates the opportunity to respond to this complaintPlease contact me at (855)562-extension *** with any questions you may haveSincerely,
Nekia W***
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
They took no ownership of selling us a car with rusted rotors, it was not breaks, at anytime the car could have caused an accident, I refused the offer because they tried to fix the car other times changing my tires and I am confused how they managed to not noticed that the rotors we completely rusted.
The car also started shaking again, the reason the fixed it already twice before I drove it home, I didn't drive it home in SeptNow I was also advise by *** they put the wrong tires and until they fixed that the car will keep shakingIf I am righ times with the same problems gives me some rights.
So let start with they fishing the shaking that they fixed twice and the they how come they sell cars with rusted rotorsIf they can not fix the shaking how can trust them to fix something as imp as my rotors when they gave it to me that way in the beginin.
But we can get in an agreement they can give half of the I paid, isn't that what they would have charged me for non brand name rotors like they did With the tires for a car that has a loan?
Regards,
*** ***

August 13, *** *** *** ***
Moorefield Park Drive, Suite Richmond, Virginia *** *** ***
Complaint ID
***
*** *** ** *** *** *** *** ***
Dear Ms***:
Thank you for forwarding the complaint dated July 29, regarding the Vehicle purchased from the CarMax store located in *** *** *** (“CarMax”) on or about September 29, In this complaint, Mr*** is requesting an adjustment of the Vehicle price paidCarMax utilizes AutoCheck reports, provided by ***, as well as a rigorous inspection process to ensure we do not sell vehicles with frame or flood damage The AutoCheck report provided to Mr*** prior to his purchase does indicate the Vehicle was involved in two impacts It also states, specifically, “No frame/unibody damage record.” These reports are made available to all CarMax customers prior to purchase CarMax also offers a 5-day return period to allow for any independent inspections or report requests they would like to conductCarMax has reached out to Mr*** to offer an inspection of the Vehicle Mr*** can speak with the Location General Manager, *** ***, to schedule his inspection *** can be contacted directly at *** extension ***CarMax appreciates the opportunity to respond to this complaintPlease contact me at *** extension *** with any questions that you may haveSincerely,
*** ***
Analyst, Customer Relations

July 27,
*** *** ***
***
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
*** *** ***
*** *** *** *** *** *** ***
*** *** ***
Thank
you for forwarding the complaint received in your office from Mr*** regarding
his purchase of the Vehicle from CarMax of Newark, DE (“CarMax”) on June 28th,
In his complaint, Mr*** referenced concerns with options listed on the Vehicle at the time of purchase
Mr*** requested a full refund of expenses since his purchase
CarMax extended an offer
to Mr*** related to his requested settlement prior to this complaint being
filedMr*** accepted this offer on approximately July 17th,
CarMax will not be extending any further offer or settlement at this
time
Thank you for providing
CarMax the opportunity to respond to this matterIf Mr*** has any further
questions he may contact me directly at *** *** ***
Sincerely,
*** ***
Analyst, 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.All of my issues that were resolved at the ford dealership were all thoroughly discussed in detail with CarMax during my first trip with this vehicle to Carmax's service center. MrD*** is completely inaccurate by stating I "also mentioned new concerns" when at the Ford dealersipEach and every concern that was successfully repaired by the ford dealership was initially discussed with CarMaxMrD*** also tries to make it seem that this process did not consume much of my time or expense which is highly inaccurateI made over three trips to CarMax for these ongoing issues which is over an hour away each way plus the time spent in the service departmentThe dealership also was a distance but closer than tampa but after spending time in their service department, I then had to wait for the car rental business to come to this location....then drive me to their store...sit and wait in their office for the rental and then be free to resume my dayYou can imagine how much time I had to take away from work plus my expense in gasFor MrD*** to see no wrong in this series of events truly questions my ideas of Carmax's integrityIf there is no proper resolution and compensation for this terrible experience I will have to take further action to make sure Carmax does not continue this behavior with future customers
Regards,
*** ***

Great Sales --- Worst Service Department I have ever usedPay the $extra and use your warranty somewhere like *** *** ***Carmax Service Department is not reliable, have broken more parts on my vehicle than were broken before I brought it in, and worst of all, after being drag through the dirt and nearly months of trips back and forth to this place (without my vehicle), told me they were replacing these parts they broke as a "courtesy" to me and that I should be thankful they were so generous I even had a director/administrator apologize (which at the time was appreciated) and promise to "clean up my car" and "walk through the entire vehicle" before I came to pick it upAnd to walk it again with me personally to be sure it was all finally resolved Needless to say, that did not occur, he was not even thereParts were still unrepaired, and - due to the time sitting in the lot - not clean Read the story below (see end for review of ** ***)
Despite the numerous issues that arose after purchasing the car that Carmax promises to "fix" within the first days of purchase, I kept the car since all was "right" and working properlyThis took up to days and was the start of the bad taste I never took my vehicle there, until my sunroof broke a week before Christmas - and only then because I was trying to be cheap and use the warrantyThe Service Department informed me they could not get me in until Jan Understandable with the holidays, but a ways out However, they did not fix the sunroof on the 8th, simply confirmed its brokenness, then proceeded to order the partOne week later, I was scheduled to have it replacedI received a phone call that some items were broken in the installation, including my running board (??)Yes, they somehow broke the solid steel hinge for the automatic running boardSo they needed to keep it to correct the issues, as a "courtesy" to meUpon coming to pick up the car several days later, I not only noticed that there were scratches all over the trim in the rear, missing bolt covers, rear seatbelts were not properly reinstalled, missing cover to my rearview mirror (which also was not even plugged in), the rubber seal was not inserted properly around the window (part of the only original issue...), but the "repaired" running board was bent in the shape of a bananaAfter the shock of this new discovery by the representative (who really was trying his best, in his defense), he was informed by the shop that the board was "like that when it came in"NO it was NOT Aside from some wheel scratches and being sat in a parking lot since before Christmas waiting to be repaired, this car is in pristine conditionI kindly advised him of this and he returned to determine the issueTurns out the automatic hinge for the running board they tried to replace was from a different model vehicle, thus upon turning it on and closing the board, it warped I could literally run my hand from one side up to the middle of the board in the gap between the board and the car when in closed positionAs another "courtesy" they agreed to fix the parts, replace the damaged trim and replace all missing coversAfter some expression of my frustration, the manager of the Service Department argued with me that they did not have to do any of this and this was to make me happy NO, it is your obligation to repair any broken property while the vehicle is in your possession But please fix it anywayAdmittedly, Carmax went through a lot of costs to put my vehicle back to square one, which I appreciatedHowever, they should have taken the time and attention to just perform the service correctly the first timeThis would have saved them thousands of dollars, hours of employee repair time, and they would not have had to deal with me for monthsThey brag about service, but it seems they do not pay close attention to the quality of that serviceNeedless to say, I finally had my vehicle returned to me in proper condition towards the end of February - YES, nearly months dealing with mistake after mistake, loaner cars, hours of man power and phone calls, and who knows how many trips from work and back to Carmax, only to not pick up my caragainMoral of the story: Yesterday my driver window mechanism brokeWho did I go to? *** *** ***TODAY, using the Carmax extended warranty, I dropped my car off about 8:amI received a call at 11:am TODAY informing me my vehicle was ready to go!! After the drama at Carmax, I did not even believe itI picked it up an hour later and everything was perfect! I even hugged the lady at the desk I was so happyThey have always treated my wife and I well, today was no exceptionThat is quality serviceThat is how you retain customers and receive good reviews

September 15,
*** *** ***
***
Moorefield
Park Drive, Suite
Richmond,
Virginia
Re: *** *** ***
Complaint
ID ***
*** *** *** (the “Vehicle”), VIN: ***
Dear Mrs***:
I am writing in response to your
letter dated August 24, 2015, wherein you forwarded a complaint from Ms*** *** regarding the Vehicle purchased from the CarMax store located in Las
Vegas, Nevada (“CarMax”) on or about August 10, 2015. Ms*** requested that CarMax replace all
four tires on the Vehicle at no cost
CarMax’s records indicate that all
four tires met or exceeded safety requirements at the time of sale. However, as a gesture of customer service,
CarMax extended Ms*** the option to purchase the tires at CarMax’s
discounted cost. Ms*** declined
CarMax’s offer and elected to sell the Vehicle back to CarMax on or about
August 31,
CarMax appreciates the opportunity to
respond to this complaint and considers this matter resolved
Please contact me
at *** extension *** with any questions that you may have
Sincerely,
*** ***
*** *** ***

Check fields!

Write a review of CarMax , Inc.

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

CarMax , Inc. Rating

Overall satisfaction rating

Description: Auto Dealers - Used Cars, Used Car Dealers (NAICS: 441120)

Address: 12800 Tuckahoe Creek Pkwy, Richmond, Virginia, United States, 23238

Phone:

Show more...

Web:

This website was reported to be associated with CarMax , Inc..



Add contact information for CarMax , Inc.

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated