CarMax , Inc.

*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, Va.
class="MsoNormal">Re: Miss *** ***
Dear Mrs***,
Thank you for forwarding the complaint received in your
office from Miss *** *** regarding the
*** *** ***, VIN ***(the
“Vehicle”) that she purchased on or about
February 21, from the CarMax store located in Duarte,
California. In this complaint Miss ***
Is requesting a change in store policy
As stated in the complaint, there were mechanical concerns
that needed to be addressed with the VehicleThese repairs have been completed
Carmax appreciates the opportunity to directly respond to Ms***’s
allegationsAt the time of the reconditioning, all known issues are addressed
with every vehicle that goes through CarMax’s reconditioning processCarMax
never knowingly presents a vehicle for sale with a known defectHowever,
because a vehicle is a machine, it is subject to mechanical issues at any time
It is for this reason that CarMax offers a warranty and the opportunity to purchase
Maxcare with every vehicle sold
CarMax regrets that Miss ***’s Vehicle had immediate
concernsSince these concerns were noticed during the first day return
period, Miss *** was able to take advantage of our Day Money Back Guarantee
and return the Vehicle for a full refund
CarMax appreciates the opportunity to respond to this
complaintPlease call me at *** extension ***, if you have any
questions
Sincerely,
*** ***
Analyst, Customer Relations

February 24, *** ***, Operations Supervisor
Moorefield Park Drive, Suite Richmond, Virginia Re: Mr*** ***
Complaint ID
***
*** ** (the “Vehicle”), VIN: ***
Dear Mrs***:
I am writing in response to your letter dated February 8, 2016, wherein you forwarded a complaint from Mr*** *** regarding the Vehicle sold to the CarMax store located in Albuquerque, New Mexico (“CarMax”) on or about February 6, Mr*** requested in the desired settlement for CarMax to change our appraisal advertisements and reverse the purchase of the Vehicle if it cannot be paid off immediately, as he believed he had seen advertisedCarMax’s records indicate that a payoff check in the amount of $39,was sent to Mr***’s finance company on or about February 10, This check cleared CarMax’s account on or about February 18, CarMax has since been in contact with Mrs*** (wife of Mr***) to communicate that the payoff has been completed as agreed upon, according to the Vehicle Purchase Agreement signed at the time of purchase Additionally, CarMax does not advertise to pay a vehicle loan immediately However, CarMax does aim to complete a vehicle loan payoff within days of receiving a payoff quoteCarMax appreciates the opportunity to respond to this complaint and considers this matter resolvedPlease contact me at (855)562-extension *** with any questions you may haveSincerely,
Nekia ***
Analyst, Executive Response Team

I contacted car max in person on 2/7/The receptionist said they couldn't give me the service records because they were not a authorized dealer, then she stated she didn't know how to pull them up and that the service manager was in named ***She left and came back stating *** refused to pull the records for me Car max service manager *** harassed me previously on the phone when I asked for help with my car bringing up my employment with the company and this has nothing to do with me being a customer and not being treated fairyTherefore I don't know how to get the service records if they are not willing to give them to me

August 1,
*** *** ***
***
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** *** ***
Complaint ID: ***
Dear Ms***:
Thank you for forwarding the complaint dated July 19, regarding
Mr*** visit to the CarMax store located in *** *** (“CarMax”)
on or about June 11,
In the complaint Mr*** expresses concern with CarMax’s
policies with the rate of sales tax charged as part of the purchase process,
and therefore requests an explanation of this rate
Company records indicate that Mr*** called the CarMax Home
Office on or about June 14, regarding his concern, and spoke with a Customer
Relations AnalystCarMax’s notes state that Schaumburg’s Business Office
Manager called Mr*** on this same date and explained to him that any
purchase of a vehicle in Cook County (where CarMax of Schaumburg is located) includes
an applicable 7.25% sales taxThis rate is set and regulated by the
appropriate government agencies
Should Mr*** have additional questions about purchasing a
vehicle that he would like assistance with at this point, he is encouraged to
call CarMax Schaumburg at ***
CarMax appreciates the opportunity to respond to this complaint
Please contact me at ***, extension ***,
with any questions you may have
Sincerely,
Kristina S***
*** *** *** ***

August 11,
*** *** ***
***
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
Complaint ID: ***
*** *** *** *** *** *** ***
*
Dear Ms***:
Thank you for forwarding the complaint dated July 22, regarding
the Vehicle purchased from the CarMax store located in Roswell, Georgia (“CarMax”)
on or about June 16,
In the complaint, Mr*** states that CarMax’s website listed
the Vehicle as having a rear view cameraCompany records indicate that Mr
*** emailed CarMax on or about July 22, regarding this concern and also
called to speak with a Customer Relations Analyst on or about July 25,
CarMax’s notes state that Mr*** talked with a Sales Manager at CarMax
Roswell around this time, who explained that the window sticker is an accurate
representation of the specific features for the VehicleWhile it was noted
that a rear view camera may be a possible feature for the Vehicle, the window
sticker did not include a rear view camera as an included feature
Additionally, CarMax lists the following disclaimer on vehicle profiles on the
website: “We make every effort to provide accurate information, but please
verify before purchasing.”
While CarMax will not be participating in replacement of the
Vehicle as requested, the Roswell location has offered to provide the parts and
labor (for installation of the compatible rear view camera) at a reduced price
for Mr***A Sales Manager called Mr*** on or about August 11,
and was able to speak with Mr*** directly about this offer of assistance
CarMax’s records indicate that Mr*** indicated during this call that he
would like to take some time to consider if he would like to acceptMr
*** is encouraged to reconnect with the CarMax Roswell’s sales department
at *** option *, once he has made a decision regarding this offer
CarMax appreciates the opportunity to respond
to this complaint
Please contact me at ***, extension ***,
with any questions you may have

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
Revdex.com spoke with the consumer and she stated she is not happy with the business response because she felt the company was overcharging her for repairs so the car was taken to another shop that could do the repairs for cheaperThe consumer stated that the car was already taken in for an appraisal and a down payment would have to put down for a new car.
Regards,
*** ***

[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 contact the company to make payment arrangements for the balanceI would like to point out that the "do not contact letter" submitted in was to stop calls to my job and relativesIt does not obviate a simple letter explaining the additional money due, which is what I was requestingI would like to thank *** *** for the detailed explanationRegards,
*** ***

May 3,
*** ***,
Operations
Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Ms*** ***
Complaint ID: ***
*** *** Range Rover Sport (the
“Vehicle”), VIN: ***
Dear Ms***:
Thank you for forwarding the complaint dated April 20, regarding
the Vehicle purchased from the CarMax store located in Doral, Florida (“CarMax”)
on or about November 15,
In her complaint, Ms*** expresses concerns regarding the
Vehicle’s brakes and additional repairs that have been completed at her local
*** *** service centerShe states that she has submitted her letter for
informational purposes, and doesn’t request any settlement from CarMax
CarMax’s records indicate that Ms*** connected with both
the International Mall location and the Customer Relations department regarding
her concerns on or about December 31, Company records state that Ms
Peterson also spoke with her Sales Consultant around this time and requested to
have the *** *** service center complete brake repairs on the VehicleShe
was advised that the request would need to be communicated to service
management at CarMax for considerationService records indicate that Ms
Peterson authorized the brake work and elected to not speak further with
management at the International Mall store
CarMax appreciates the opportunity to respond to this complaint
Please contact me at ###-###-####, extension ***,
with any questions you may have
Sincerely,
Kristina S***
Analyst, Executive Response Team

May 27th,
*** ***, 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 ***, WI (“CarMax”) on April 2nd, In
her complaint, Ms*** requested an additional reimbursement of $*** on
her loan after refinancing with a third-party lender
CarMax
was aware of Ms***’s concerns prior to receiving this complaintAt the
time of purchase, Ms*** agreed to financing terms with CarMax Auto
Finance who required a down-payment of $*** to purchase the VehicleMs***
then informed CarMax that she would be refinancing the loan through a
third-party lenderWhen Ms*** completed the transaction, she inquired
if she would get her down-payment returned by the third-party lenderCarMax
informed Ms*** that would depend on the specific amount agreed upon for
financing terms with the third-party lender
Due to the timing of the
transaction on a weekend, CarMax was unable to reach the lending company owning
Ms***’s loan on the trade-inAs a result, CarMax completed an estimated
payoff for the loan on the travehicle This ended up being over-estimated by
approximately $*** which was satisfied when Ms***’s third-party lender
included that balance on the travia one transaction and loan for the
Vehicle
Ms
*** was later reimbursed for the $*** down-payment in approximately May
of by CarMaxCarMax did have a delay in processing the title concerns on
the travehicle with Ms***’s third-party lender, and as a result,
provided an additional $in goodwill to Ms***
CarMax
will not be participating in any additional financial compensation to Ms
*** as a result of the financing terms agreed upon with her third-party
lender
In
the event Ms*** has any further questions about this, she may contact me
at 1-800-519-1511, ext***
Thank
you for providing CarMax the opportunity to respond to this matter
Sincerely,
Curt
D***
Analyst,
CarMax Customer Relations

September 9,
class="MsoNormal" "margin: 0in 0in 0pt; line-height: normal;">VIA ELECTRONIC MAIL
*** *** *** ***
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive, Suite
Richmond, VA
Re: Complaint ID ***
*** *** ***
Dear *** ***:
I am in receipt of the complaint that was filed by *** *** ***, on August 7, 2014, regarding an ignition switch recall
*** *** purchased a *** *** (the “Vehicle”), *** ***, from CarMax located in *** *** (“CarMax”) on or about May 30, 2009. CarMax last serviced the Vehicle on or about March 28, and has not previously serviced the Vehicle for the ignition switch. Only repair facilities authorized by the manufacturer, such as new car dealers, can address recalls. We recommend that *** *** contact the manufacturer to address any open recalls.
CarMax guarantees every car to have accurate mileage and to never have been designated salvaged or flood damage. If *** *** has documentation to support that the Vehicle does not meet our guarantee, we welcome her to provide that documentation for us to review
CarMax appreciates the opportunity to respond to this complaint. However, CarMax is declining the settlement as set forth in the complaint. If you have any questions, please contact me directly at *** *** extension***
Sincerely,
*** ***
*** *** *** ***

June 26,
*** ***
0.0001pt;">Revdex.com
Moorefield Park Drive Suite
Richmond, VA
*** *** *** ***
*** *** ***
Thank you for forwarding the complaint received in
your office from *** *** *** regarding the *** *** *** ***
(the “Vehicle”) that was purchased on or about January 23, from the CarMax
store located in *** *** (“CarMax”).
In this complaint, Mr*** is requesting an exchange of the Vehicle
Every vehicle CarMax sells goes through a thorough point
inspection and reconditioning process.
CarMax never knowingly presents a vehicle for sale with a known
defect. However, because a vehicle is a
machine, it is subject to mechanical issues at any time. CarMax was not advised by Mr*** of any
concerns with the Vehicle until receiving this complaint.
The Vehicle is protected by MaxCare and this plan covers
most major mechanical concerns up to 100,miles or months from
purchase. CarMax recommends Mr***
reach out to *** Consumer Affairs Department with his concerns, as the
Vehicle may still be covered by the manufacturer’s warranty of years or
36,miles. They can be reached at ***
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,
*** ***
*** *** ***

We are happy to inform you that this matter has been resolvedSubsequent to our response, *** *** alerted us to an email communication that she had with our dealer affiliate (*** *** ***)This email confirms that - prior to the initial issuance - *** *** had requested for the check to be issued in her name as well that of *** ***Upon review of the email, we agreed to issue another refund check for $to *** ***
Thank you for your time and attention
Sincerely,
*** ***
*** ***
*** *** ***

[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,*** ***

[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: ***However, I would also like to point out that this was not done in "the name of Customer Service" as stated in their responseIf they truly cared about customer service they would have done this in October when I first contacted them and asked them to do thisIt is now AprilIt took me months to get a reply and then they told me they were not able to correct itNow, after finally reporting them to Revdex.com, the NC Attorney General and two TV stations, they miraculously are able to fix it! I will never do business with them again and have told everyone I know about this experience!
Regards,
*** ***

I would like the hours of my life wasted at this CarMax backI went with a buddy to get an appraisal for his *** *** *We were told it would be 30minIt actually took over an hour to see a sales consultant, then another hour with himHe was shown a super clean car in excellent conditionThe sales consultant was excited about the car and mentioned several times they would like to purchase it that nightAfter an hour of the sales consultant going back and forth in the room asking us questions then talking to the buyer, they provided a ridiculously low offer of $13,000, which was well below the blue book price for a dealer traand way below market valueThe same car with more miles and less features was on their own lot for $16,Previously I had asked him how much CarMax tries to profit per vehicle...$3-4,000? He avoided the question - because it's moreThey have a very transparent methodology; invite you into office, sales consultant gathers info then leaves to talk to buyer, comes back and says we should have an offer soon though no offer comes through system, he fishes for more info, then a coworker pulls him out of room for "something else", makes you wait even longer as he fills in buyer with additional info, come backs and we stare together at his computer screen with "anticipation" as the offer transmits complete with silly countdown and lame "drum roll" sound from the sales consultantWhat a joke! Only the most unsophisticated or desperate people would fall for these tacticsWe politely told him the offer was ridiculous and leftI was so annoyed that I called back that night and spoke to the actual buyer to question his lowball offer and complain about wasting our timeHe came up with some garbage that it typically cost them $2000-$to recondition MinisI asked him to tell me ONE item that needed to be reconditioned on this vehicleThe tires were new, brakes were new, recent tune-up, no body damage, and it was just detailedHe had no answerBasically their "reconditioning costs" are thinly veiled profits centersThe buyer told me they could sell this vehicle for $18-19,000, which is a $6,profit for CarMaxOn the call he was also mentioning things that my buddy only told the sales consultant, so we know they were in cahootsThe crazy thing is if they offered $1,more it would have been theirs that nightThey were hoping my buddy was desperate enough to take their lowball offer and lostI was skeptical about going to CarMax with good reasonThis place is for people who need cash quick and don't mind selling for less than the value of their vehicle to just unload itCarMax does not provide the "honest and fair" offers that they advertise Rather than being taken by these shady people, my buddy decided to sell privately

October
18,
*** ***, Operations ***
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
*** *** ***,
VIN: *** (“the Vehicle”)
Dear
Mrs***,
Thank
you for forwarding the complaint received in your office from *** *** regarding
the Vehicle sold to CarMax of Birmingham, AL on August 5, In the
complaint, Mr*** states that due to an error, the Vehicle payoff has been delayed
and requests that CarMax pay off the loan immediately
On
or around September 7, 2016, CarMax became aware that although the payment for
Mr***’s loan was cleared on or around August 16, 2016, it was applied to an
incorrect account To correct this
error, CarMax worked alongside the lien holder to take the steps needed to ensure
Mr***’s loan was paid off in full.
At
this time, CarMax is happy to share that on or around October 14, 2016, Mr
***’s account was reported as closed and in good standing by the lien holder
CarMax
appreciates the opportunity to respond to this complaint. If you have any additional questions or would
like to discuss this concern further, please contact me at 1-800-519-ext
***
Sincerely,
Jennifer
L***
Analyst,
CarMax Customer Relations

Carmax Extended Warranty is worthless
I have problems with the vehiclemirror isn't folding properly - feels looseairbag light is on
Now, I have called ahead and got confirmation that both repairs will be coveredDay later ** dealership called me, that *** has denied both of my claimsThey told the dealership, that ONLY the folding motor will be covered, not the mirror assemblyDealership never replaced a motor in a folding motor, assembly only, so *** asked them to ship them my mirror for repair!!! Airbag system didn't get approved because some vissible corrosion on a plug leading to the sensor - which is inside the vehicle - I call that manufacturer issue and that should be covered
I still have 45k miles of coverage and will post more experience as it occurs
In the meanwhile paying cash for these repairs

January 23,
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 and his friend *** *** attempted to purchase from CarMax of ***, California (“CarMax”) on 12/13/Mr*** is requesting that CarMax complete the transaction
CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaintOn or about 12/15/2014, Mr*** initiated a transfer of the Vehicle for his friend, *** ***On or about 12/20/2014, Mr*** test drove the Vehicle and CarMax ran a credit applicationAt that time Mr*** chose not to accept the credit approvals, stating he wanted to look elsewhere for financingNo agreement was made to hold the Vehicle in Mr***’s nameThe Vehicle was transferred to another location and has been sold. CarMax would appreciate the opportunity to assist Mr*** and Mr*** in obtaining another vehicleIf they would like to call Mr*** *** at our *** location *** ***, he would be happy to assist them. Please call me at *** ***, extension ***, if you have any questions
Sincerely,
*** ***
CarMax Customer Relations

yes;"> March 12,
Via Electronic Mail
*** *** *** ***
Revdex.com
*** *** *** *** ***
*** *** ***
Re: *** *** ***
Dear *** ***:
I am writing in response to your letter which forwarded the complaint of *** *** ***.
On February 8, *** *** purchased a *** *** ** ***, *** *** (the “Vehicle”) at CarMax in *** *** ***. *** *** stated in her desired settlement “Even if it has to be taken to a body shop. It is fixable”
She felt the bumper on the passenger side was not properly aligned with the driver’s side. CarMax performed a repair to the bumper but *** *** felt it was still not properly fixed. She discussed how she felt with service associates. She said she was told we could not fix to her expectations.
Management has contacted *** *** and discussed the bumper issue. She is coming in on March 13, to speak about the repair and we would be more than happy to review and see if we can improve the bumper for her
Should you have any additional questions regarding this matter, please contact me directly at *** ***, extension ***. Thank you for providing CarMax with an opportunity to respond
Sincerely,
*** ***
SrAnalyst Customer Relations

January 13,
*** ***,
Operations
Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** **
Complaint ID: ***
*** *** (the “Vehic**”),
VIN:***
Dear Ms***:
Thank you for forwarding the complaint dated January 8, regarding
the Vehic** purchased from the CarMax store located in Laurel, Maryland (“CarMax”)
on or about February 25,
In his complaint, Mr** describes concerns regarding scratches on
the Vehic** that appear after being washed at CarMax, and requests that CarMax
reimburse him for touwork, as previously offered
CarMax’s records indicate that the service department agreed to
reimburse Mr** for the buffing expense around March or April, As of
January 13, 2016, CarMax had not yet received documentation of Mr**’s
expenses to process his refundCarMax’s records indicate Service Operations
Manager Gary Cconnected with Mr** on the phone on or about January 14,
Notes from this conversation state that Mr** was encouraged to email
his receipts to allow CarMax to comp**te his reimbursement
CarMax appreciates the opportunity to respond to this complaint
P**ase contact me at (800)519-1511, extension ***,
with any questions you may have
Sincerely,
Kristina ***
Analyst, Customer Relations