CarMax , Inc.

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.]
As stated the representative told me not to get the extended warranty and that is the ultimate issue and all they want to do is buy the car back fix it and re-sell it leaving me without a carThe issue is actually bigger and at this moment I would like them to take responsibility for the misinformation & actually do something.
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.]
Regards,
*** *** ***

Went to CarMax Tampa after shopping onlineTest drove a ** ***, ran greatFinanced the vehicle, left the business at p.m., store closes at Got in the new car to drive home, it wouldn't startFortunately I did not trade my vehicleWe jumped the ***, but this continued all the way home, having to stop, jump the car, drive a couple miles, stop, jump the carTook hours what should have taken minutes to drive homeNext day CarMax sent a tow to pick up the vehicle for serviceTook another hours to get a loaner Car was to be ready to pick up from service on Wednesday, which turned into Thursday, which turned into Friday, which at that time decided not to keep the carOnly had possession of the car overnight one night and it never worked for me outside of the test driveCancelled the deal
Went to Orlando CarMax, returned the loaner, got a better car that is great However, have been billed for the *** that was returned to Tampa CarMaxCalled # on bill they would not help meCalled Tampa CarMax they were not helpful
The only CarMax Rep that was helpful is Ed in Orlando
This was all three weeks agoNow Tampa CarMax service has left a voicemail for me stating we kept the loaner, which is INCORRECT
You have an extremely displeased customerPlease don't call me with inaccurate information, this only causes more frustration and we are very upset with Tampa CarMaxCan't get anyone to answer the phone there now to clarifyDon't want any more calls stating incorrect information Would like confirmation that all is correctly resolved!

January 7, *** *** 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 December 15, 2015, wherein you forwarded a complaint from Mrs*** *** regarding the Vehicle purchased from the CarMax store located in Columbus, Georgia (“CarMax”) on or about October 30,
Mrs*** has advised CarMax that she will be pursuing legal counsel to represent her in this matter Therefore, CarMax’s Customer Relations Team is unable to respond to this complaint and encourages Mrs*** to have her attorney contact CarMax’s Legal Department at (804)747-However, in the event that Mrs*** has not yet retained an attorney and would like for CarMax to re-address this concern, CarMax encourages her to contact Stacie McGeever at (855)562-4935.
CarMax appreciates the opportunity to respond to this complaintSincerely,
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
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***
I'm not satisfied with the solution because I'm still going to be stuck with a car that has major malfunctions every month that is unsafe and has cost me a lot of time and money I've been paying for this *** since February of and it's been in the shop more time then it has been in my possessionThis care is perfect to go under the lemon law I want to have my car refunded for a different car that's in perfect running conditions that has been professionally inspected and also want my money refunded for all the service costsThe solution carmax is trying to give me is for them to give my car an appraisal, they have appraised my car before and only wanted to give me 10,so I would be stuck with a upside down trade and would be taking a big lossI do NOT want to do any more business with carmax this is the worst experience I've ever had with any kind of company they are not there for there customers they are very rude and impolite all there doing is stealing people's money by selling cars that don't work im not the first to experience this I've read many more complaints and claims against themThey take me as a joke because I'm young but surely I'm not stupid, I'm very unsatisfied and have been stressing with this unreliable vehicle and I really need help with a reasonable solutionThank you

Roman';"> June 23,
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, *** *** purchased a *** *** ***, VIN *** (the “Vehicle”), from the CarMax of Dulles, VA. In her complaint, *** *** is requesting that CarMax return the Vehicle and find another similar vehicle, apply payments made to the new vehicle and reimburse her $insurance deductible.
On 6/2/14, CarMax was contacted by *** *** stating that the Vehicle was in an accident prior to her purchasing the Vehicle and CarMax did not disclose this to her. *** *** stated that she was being charged $3,for repairs. CarMax ran another *** report and it was discovered that the only accident listed on *** was in March 2014. CarMax ran a *** report and the only accident listed was August
On 6/4/14, CarMax offered to inspect the Vehicle for possible frame damage. *** *** did bring the Vehicle in to be inspected and it was confirmed that there was no frame damage
CarMax declines *** *** request as set forth in his complaintIf you have any questions, please call me at ***, ext ***
Sincerely,
*** ***
Customer Relations Analyst

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,
*** ***
This car was not brought by me and I want this car removed from my credit and from under my namePlease provide all evidence including all documents that were signed and datedI complained regarding this issue before and it still outstanding and I am still disputing this purchase Remove me from this loan because I did not sign for this car

May 22,
*** ***, Operations
Supervisor
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 Oxnard, CA (“CarMax”) on March
26th,
In her complaint, Ms***
referenced concerns with her MaxCare extended service providerMs***
requested that MaxCare cover repairs for a transmission issue present on the
Vehicle that was being serviced at a *** dealership
The MaxCare extended
service plan is administered through a third-party company, The Warranty Group
(“TWG”)CarMax has no authority in the adjudication of repair claims through
TWG
Upon becoming aware of
this complaint, the Location General Manager of CarMax contacted TWG for an
update on the status of this repair claimHe also contacted Ms*** on
May 16th, TWG agreed to replace the transmission after further
contact with the *** dealershipMs*** was responsible for her
deductible charge as outlined in her MaxCare contract
If Ms
*** has any further questions on her extended service plan, she can reach
me directly at *** *** ***Thank you kindly for providing CarMax
the opportunity to respond to this matter.
Sincerely,
*** ***
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 license plates for his *** *** ***, VIN ***(the “Vehicle”) that he purchased on or about March 27, from the CarMax store located in Pineville, North Carolina. In this complaint, *** *** is requesting that CarMax find the license plates for his Vehicle
*** *** contacted CarMax and stated that he had not received his tags During the paperwork process, *** *** verified that CarMax had the correct address and therefore this was the address used to send the tagsAs *** *** is now the registered owner of the Vehicle, CarMax can no longer act on his behalf to obtain duplicate tags. CarMax advised *** *** to contact the local *** to obtain a duplicate tag
CarMax appreciates the opportunity to respond to this complaintPlease call me at ***
Extension, ***, if you have any questions
Sincerely,
*** ***
Analyst, Executive Response Team

February 16,
*** ***,
Operations
Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
Complaint ID: ***
*** *** (the “Vehicle”), VIN: ***
Dear Ms***:
Thank you for forwarding the complaint dated February 9, regarding
the Vehicle purchased from the CarMax store located in Parker, Colorado (“CarMax”)
on or about January 16,
In her complaint, Mrs*** describes frustrations with
purchasing the Vehicle, visits to the service center for mechanical concerns, and
a lack of follby a member of the management teamIn her letter, Mrs
Lucero requests that the mechanical concerns with the Vehicle be addressed
CarMax’s records indicate that the service department is currently
working with Mrs*** regarding the VehicleAs of February 16, the
required parts have been ordered, and the newest concern will be addressed as
quickly as possibleThe repairs will be completed at no cost to Mrs*** and
will be covered by the 30-day limited warrantyCarMax stands behind completed
mechanical repairs with a month, 6,mile warrantyMrs*** is
encouraged to continue working with the Parker location’s service department
about service concerns by calling 303-841-4275, option
CarMax appreciates the opportunity to respond to this complaint
Please contact me at (800) 519-1511, extension ***,
with any questions you may have
Sincerely,
Kristina ***
Analyst, Executive Response Team

March 25,
*** ***, Operations Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** *** ***
Dear *** ***:
I am writing you in response to your letter dated March 4, 2014, wherein you
forwarded a complaint from *** *** *** *** *** requested in the desired settlement for CarMax to pay for a full structural analysis of her vehicle to be completed by an authorized *** mechanic *** *** also requested that CarMax provide her a cash allotment for the vehicle due to structural damage not being disclosed at the time of purchase
*** *** purchased a *** *** ***, VIN *** (“the Vehicle”), from the CarMax store located in Gastonia, North Carolina (“CarMax”) on or about May 20, *** *** brought the Vehicle to CarMax on or about February 27, to have it appraised CarMax confirmed that the hood of the Vehicle had previously been replaced and the left driver side and passenger door had been painted, and presented *** *** with an appraisal offer in the amount of $7, However, *** *** declined to accept that offer
In order to readdress her concerns, CarMax reached out to *** *** on or about March 20, to invite her to come in on or about March 22, to have the Vehicle reappraised by the SrManagement Team *** *** accepted the offer to have the Vehicle reappraised However, *** *** did not show up for the scheduled appointment
CarMax would like to extend *** *** the offer to have the Vehicle reappraised and encourages *** *** to contact *** *** at *** to reschedule her appointment
CarMax appreciates the opportunity to respond to this complaint CarMax apologizes for any inconvenience *** *** may have experienced
Please contact me at *** extension *** with any questions you may have
Sincerely,
*** ***
Analyst, Executive Response Team

March 20,
class="MsoNormal" "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 *** ***’ complaint with us and providing us the opportunity to
respond. First and foremost, I am happy to inform you that a refund check in the amount
of $was sent to Ms*** via overnight mail on March 12, and we
have confirmation that the check was received.
Ms
***’ complaint resulted from the fact that a payment she made through Western
Union on February 16, was accidentally sent to us. Because this is such an unusual situation it
took us time to track the payment and then issue a refund. We apologize for the poor customer service
Ms*** experienced.
Thank you for bringing this matter to our
attention and affording us the opportunity to provide this explanation. If you have any further questions or
concerns, please feel free to contact me at ***, extension ***.
Sincerely,
*** ***
Legal Assistant
CarMax Auto Finance
CC: *** ***

July
9,
Via Electronic Mail
*** *** *** *** ***
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
*** *** ***
Dear MsMann:
I am
writing in response to your letter which forwarded the complaint of Tamia
Johnson-DatcherOn May 11, 2015, *** *** purchased a *** *** *** *** *** (the “Vehicle”) from the CarMax of Rockville, MD. In her complaint, Ms*** is requesting that
CarMax be held responsible for providing her tags and registration as agreed
upon at the time of purchase.
Ms
*** has been working with Business Office Manager at the Rockville
CarMax to resolve the tags and registration issues. *** *** was able to pick up the
check for the DMV today. CarMax
apologizes for the delay in getting the Vehicle registered for *** ***
CarMax appreciates the
opportunity to respond to this complaintIf you have any questions, please
call me at *** ext ***
Sincerely,
*** ***
Customer Relations Analyst

April 13,
"line-height: 107%Times New Roman",serif">*** ***, Operations Supervisor
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***
regarding his purchase of the Vehicle from CarMax of Tinley Park, IL (“CarMax”)
on April 12th, In addition to the Vehicle, Mr***
elected to purchase a MaxCare extended service plan (“ESP”) for a term of
months from the time of sale or 125,miles on the odometer of the Vehicle
In his complaint, Mr
*** shared details regarding denial of a repair claim by the ESP
administratorAccording to his account, a *** dealership diagnosed and
submitted a claim to replace the engineThe claim was denied by the ESP
provider, The Warranty Group, on March 26th, due the addition
of a snow plow attachment
CarMax did not include a
plow attachment on the Vehicle at the time of Mr***’s purchaseAccording
to Mr***, this attachment was added in approximately November of CarMax
has not performed any repairs to the Vehicle since July 18th, 2014; when
a timing control issue was repaired and covered under the terms of Mr
***’s ESP
In the interest of
customer service, CarMax offered $1,in goodwill toward the engine repairs
This was communicated as an option to Mr*** on April 10th,
CarMax will not be extending any additional financial goodwill for these
repairs beyond this offer
Mr*** also stated
he received no documentation on the terms and conditions of the ESPCarMax
includes a copy the ESP contract with the paperwork at the time of saleIf Mr
*** is no longer in possession of this document, CarMax would be happy to
produce a copy of it for his records
If Mr*** has
questions specifically related to his ESP, he may contact *** *** *** ** ***
Thank you
kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
*** ***
Analyst, CarMax Customer Relations

Dear Sir/Madam: Thank you for sharing *** ** ***' complaintand providing us the opportunity to respondIn his complaint, Mr*** states that he made a payment on September 9, He states that he called us three times over the next four days and was told
repeatedly that his payment had posted to his accountThen, on September 14, he was contacted and told that his payment was past dueMr*** is representing that we made a mistake by telling him his August payment was posted and then later notifying him of his past due statusHe is seeking a credit or an extension for his past due paymentHowever, it is our conclusion that Mr. ***' complaint is without merit. Mr*** made a $payment on September 9, to satisfy his August 23, due dateOur account record reflects that he called three times between September and September 13, and was provided this payment information by an associate and our automated systemHowever, Mr***' payment was returned for non-sufficient funds on September 14, Until his bank notified us of the non-sufficient funds on September 14, 2016, his account did in fact reflect paid. It is for this reason that we cannot provide the relief that MrWoods seeksThank you, again, for bringing this complaint to our attention and for the opportunity to respondWe sincerely hope that this explanation is helpful to Mr***If you need any additional information regarding the above, please contact Jennifer A*** at (770) 792-x***

November 8,
*** ***, 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 Ms*** as it pertains to her purchase
of the Vehicle from CarMax of Jacksonville, FL (“CarMax”) on September 13,
In
the complaint, Ms*** requests to be compensated by CarMax for her overall
experience
After Ms*** purchase of the Vehicle, *** ** ***,
(“the Lienholder”) did not receive documents to initiate the loan for the
VehicleCarMax attempted to reach Ms*** on multiple occasions to have the
proper documents signed and the loan fully processed by the lienholderHowever
they were unable to make contact for some time; therefore CarMax was unable to
contact Ms*** until about November 2, 2016, when this process was
explainedAt that time, Ms*** agreed to sign the proper documents and
paperwork at CarMaxThe loan for the Vehicle was fully processed and completed
on November 5, Additionally, in the interest of customer service and per
Ms*** requested settlement, CarMax waived a $fee for paperwork
processingNo additional action would be needed from Ms*** Ms*** also mentioned service concerns for the Vehicle
in her complaint in which CarMax diagnosed on November 8, 2016, under the terms
of her Limited 30-Day warranty In the event that Ms*** has any further questions
regarding this, she is welcomed to contact me at 800-519-1511, ext***. Thank you for
providing CarMax the opportunity to respond to this matter
Sincerely,
Curt D***
Analyst, Customer
Relations

October 4, *** ***, Operations ***
Moorefield Park Drive, Suite Richmond, Virginia Re: Mr*** ***
Complaint ID ***
*** *** *** (the “Vehicle”), VIN:
***
Dear Mrs***:
I am writing in response to your letter dated September 15, wherein you forwarded a complaint from Mr*** ***, regarding the Vehicle purchased from the CarMax store located in Las Vegas, Nevada (“CarMax”) on or about April 7, Service records indicate that CarMax has not seen the Vehicle or heard from MrK*** since on or about October 17, However, after receiving this complaint, Service Manager, James P***, made several attempts to reach him by phone, but was unable to connect at the time of each callAs of today’s date, CarMax has not heard back from MrK***, but would encourage him to contact MrP*** back at (702)227-ext* if he would like to address the Vehicle’s concerns furtherCarMax appreciates the opportunity to respond to this complaint and considers this matter closedSincerely,
Nekia W***
Analyst, Executive Response Team

[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.]
EEven though I accept this, the mere fact that CarMax sold a car at fair market price and the car had substantial damage that was not on a *** report indicates a better inspection should be conducted As a result of a better inspection, the price should be indicative of the profits quality I would like my $for the inspection my personal mechanic conducted
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

February 12,
VIA ELECTRONIC MAIL
*** ***, Operations Supervisor
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive, Suite
Richmond, VA
Re: Complaint ID ***
*** *** ***
Dear *** ***:
I am in receipt of the additional message in response to the complaint that was filed by *** *** ***, on January 27, 2014, regarding a *** *** *** (the “Vehicle”), VIN ***, that was purchased at CarMax in Merriam, Kansas (“CarMax”) on or about September,
CarMax informed the customer that we required a Missouri inspection and his personal property tax receipt in order to register the Vehicle, on or about September 11, 2013. CarMax forwarded the paperwork to the *** ** *** *** (“***”) because we had not received the documents previously requested, on or about October 21, 2013. The documents were forwarded to the *** so that the customer could register with the *** himself. *** *** contacted Customer Relations to request to pick up paperwork from CarMax, on or about December 4, 2013.
*** *** picked up his paperwork from CarMax on or about December 4, 2013. *** *** requested during this visit to have his refund returned to his lender. CarMax refunded $*** to *** *** *** on or about January 28,
CarMax appreciates the opportunity to respond to this complaint. However, CarMax is declining the settlement request as set forth in the complaint. *** *** may register the Vehicle at ***
Sincerely,
*** ***
SrAnalyst, Customer Relations

December 17,
Roman">
*** ***
Revdex.com
*** *** *** *** *** ***
*** ** ***
RE: *** ***
*** *** *** (“the Vehicle”) VIN***
Dear ** ***,
Thank you for forwarding this complaint received in your office from *** *** regarding the Vehicle purchased from CarMax of *** ***, Ohio(“CarMax”) on 10/03/*** *** is requesting CarMax replace his tires at no expense
CarMax was not notified of *** *** concern until he was outside of his CarMax 30-Day Limited Warranty. In order to confirm the condition of the tires on the Vehicle, CarMax asked *** *** to bring in the Vehicle for CarMax for inspection on or about 11/26/The Satellite Service Manager observed two Mechanical Associates ("MA") inspect the tires. At that time, the first MA saw no signs of bad tires, but he did see a slight wear on the driver's front tire that did not impact tire integrityThis MA also drove the Vehicle and felt no pull either way and could not verify *** *** concernThe second MA's inspection confirmed the firstA third MA also test drove the Vehicle and concluded that the Vehicle followed road crownIt was noted during this inspection that it appeared the Vehicle may have had after market modifications since the time of saleHowever, CarMax did not address this with *** ***
After this inspection, the Satellite Service Manager informed *** *** that CarMax was not able to verify the pull to the right and would not be replacing his tiresCarMax also informed *** *** that as a gesture of good customer service, CarMax did an alignment on the Vehicle at no expense to *** ***During this conversation *** *** asked if CarMax had swapped the two front tires and was informed that CarMax saw no necessity to do so because his complaint was not verifiedWhen *** *** expressed his displeasure that CarMax had not swapped the tires, CarMax asked if *** *** wanted us to do so before he came to pick the Vehicle and *** *** stated "Do whatever you want I will be there to pick up the car."
CarMax appreciates the opportunity to respond to this complaint. The CarMax 30-Day Limited Warranty has expired and CarMax is not willing to provide *** *** with the relief he seeksShould he wish to dispute any "Extended Service Plan" claim, he would have to do so directly with the providerPlease call me at (***)***-***, extension***, if you have any questions
Sincerely,
*** ***
CarMax Customer Relations