CarMax , Inc.

June 3,
"margin: 0in 0in 0pt; line-height: normal;">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 complaint that was filed by *** *** ***, on May 17, 2014, regarding a *** *** *** (the “Vehicle”), VIN ***, that was purchased from CarMax in San Diego, California (“CarMax”) on or about May 8, 2014. *** *** is requesting in his settlement that CarMax purchase and install a tuner in the Vehicle.
*** *** noticed the satellite tuner was not equipped with the Vehicle within the first five days of purchase. At that point, *** *** was offered the option to return the Vehicle and allow us to search for one that was equipped a *** ***. CarMax offers a 5-Day Money-Back Guarantee on every used vehicle sold.
After some additional days passed, and not having heard anything from *** ***, he obtained a tuner from a third party. CarMax agreed to install that tuner at no additional charge to *** *** as a gesture of goodwill. When the vender attempted to install the satellite tuner, they were not able to complete the install of the tuner because of compatibility issues.
CarMax appreciates the opportunity to respond to this complaint. However, CarMax declined the settlement request as set forth in this complaint. If you have any questions, please contact me directly at *** *** extension ***
Sincerely,
*** ***
SrAnalyst, Customer Relations

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowIt is not true that my car was not in their shop since DecemberThe problem is that every time I have a problem with my car (which is quite frequently unfortunately) Carmax doesn't have the time to take care of their own customers and so they ship my car off to this other shop in *** (*** *** ***)Even after everything that has happened so far Carmax is not making any effort to get things straightened out or to try and find out why my car needs all these repairs all the timeThey are also still not keeping me updated on the registrationAt this point I wish their was a way to return this car without losing money over it
Regards,
*** ***

*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, Va.
Re: *** ***
Dear Mrs***,
Thank you for forwarding the complaint received in your office from Mrs*** *** regarding the
*** *** ***, VIN ***(the “Vehicle”) that she purchased on or about
October 17, and had appraised on or about January 9, at the CarMax store located in
***, North Carolina
Mrs*** stated in her complaint that the Vehicle was sold to her as having a clean history. Our records indicate that an AutoCheck(Vehicle History Report) was run on the Vehicle on or about October 16, The report reflected that the Vehicle had been involved in an accident on or about
October of 2007. As part of the sales process, this information would have been disclosed to
Mrs***This also would have been reviewed with Mrs*** while she was signing all of the necessary documents to purchase the Vehicle
In regard to the amount of the appraisal offer, CarMax considered the Vehicle’s age, mileage, and condition as well as other market factorsCarMax also considers our inventory needs and check other sources to make sure that the customer is given a competitive offer
CarMax regrets that Mrs*** is not happy with her appraisal offer. CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaint
Please call me at *** ***, extension ***, if you have any questions
Sincerely,
*** ***
Analyst, Customer Relations

December
15,
Revdex.com
Serving Central Virginia
*** *** *** ***
*** ***
*** ** ***
RE: Consumer
Complaint of *** ***
Dear
Sir/Madam:
This will confirm receipt and review of comments
to our response submitted to your office by *** ***.
We regret that we cannot provide *** *** with the relief that she seeksOur offer to settle the account is
still open if she chooses to consider it
Thank you for bringing these comments to our
attention and for the opportunity to provide this explanation. If you have any questions or concerns, please
contact me at ***, extension***
Sincerely,
*** ***
Legal Assistant
CarMax Auto Finance
CC: *** ***

*** ***
Revdex.com
Calibri;">Moorefield Park Drive Suite
Richmond, Va.
*** *** ***
Dear *** ***
Thank you for forwarding the complaint received in your office from *** *** *** regarding the *** *** *** *** ***(the “Vehicle”) that he purchased on or about October 03, from the CarMax store located in *** *** ***. In this complaint
*** *** is requesting a complimentary service
As stated in his letter, during the test drive, *** *** noticed a Blue tooth button on the wheelIt was subsequently determined that the Vehicle was not optioned with the *** accessory. At that time *** *** was extended the offer to either return the Vehicle(as he was still within his Day Return Period) or have the accessory installed at his costAs a gesture of goodwill, CarMax offered a 50/split of the cost and installation of the accessory*** *** accepted the offer In regard to *** ***’s comment regarding the text message, the text was responded to by an associate who was not aware that it had already been researched and shared with *** *** that the Vehicle was not equipped with ***
CarMax appreciates the opportunity to respond to this complaint and would like to once again extend the 50/split offerIf *** *** is still interested, he can contact the Service Manager
*** *** ** *** no later than close of business on October 31, to schedule an appointment
CarMax appreciates the opportunity to respond to this complaint. Please call me at *** ***, extension***, if you have any questions
Sincerely,
*** ***
*** *** ***

June 20th,
*** *** *** ***
",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 Mr*** regarding his purchase of the
Vehicle from CarMax of Columbia, SC (“CarMax”) on October 22nd,
In
his complaint, Mr*** states that the Vehicle purchased was involved in an
odometer rollback and also had existing frame damage prior to purchaseMr
*** requested that CarMax refund “the amount of
money that was overpaid and for the difference of what [the Vehicle] was
actually worth at that time.”
CarMax
was aware of Mr***’ concerns prior to receiving this complaint and was in
communication with Mr*** after the complaint was submittedCarMax
completed previous repairs on the Vehicle throughout Mr***’ ownership and
has not found any evidence of frame damage after inspectionA review of CarMax
records indicate that the Vehicle did have an incorrect mileage reported via an
auction company on a *** vehicle history report prior to Mr***’
purchaseCarMax was unaware of this discrepancy as customers are provided with
an AutoCheck vehicle history report prior to purchaseThe Vehicle was never
titled improperly due to this discrepancy, and the concern does not have any impact
on value of the Vehicle
CarMax
Customer Relations spoke with Mr*** regarding these concerns on
approximately June 15th, 2016, and offered to appraise the Vehicle
at any time Mr*** would like
If
Mr*** has any further questions regarding this concern, he is welcomed to
contact me at *** *** ***
Thank you for providing
CarMax the opportunity to respond to this matter
Sincerely,
Curt
D***
*** *** *** ***

January
29,
*** ***, Operations Supervisor
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Moorefield Park Drive, Suite
Richmond,
VA
RE: Jeremy ***
VIN: *** *** LEAF (the
“Vehicle”)
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from Jeremy *** regarding the Vehicle he
purchased from CarMax of Capital Boulevard, NC (“CarMax”) on January 12,
2016. In his complaint, Mr***
states that around January 24, financing was denied, and he was required to
return the Vehicle. In his settlement,
Mr*** requests that CarMax return the Vehicle to him and reinstate the
original financing, or provide the wholesale value or his trade-in
Mr*** and his co-applicant
received initial financing through American Credit Acceptance (“ACA”). Upon reviewing the application and potential intended
use of the vehicle, ACA denied financing.
On or around January 26, CarMax worked with ACA to get approval for Mr
*** and his co-applicant. ACA
approved financing for Mr*** and his co-applicant. An additional lender also approved Mr
*** and his co-applicant. Mr
*** and his co-applicant re-purchased the Vehicle on January 26,
CarMax is delighted that assistance
could be provided to Mr*** in obtaining financing for his purchase. If Mr*** has any further questions he
may contact me at 1-800-519-ext***
Sincerely,
Jennifer ***
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
Carmax lures customers to their business and can not live up to their selling practices.They in addition represent advertisements of items that can not be sold to consumers and try coerse consumers to higher priced vehicles.They also have bad customer service including no follow up return calls to update on delays and/or problems in a sale.Stop selling cars if you can not sell cars
Regards,
*** ***

June 17,
*** ***
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 serviced on or about May 22, at
the CarMax store located in *** *** (“CarMax”). In this complaint, Mr*** is requesting reimbursement
for half of his rental vehicle charges
Mr*** dropped the Vehicle off for CarMax to diagnose on or
about May 21, 2015. CarMax was unable to
duplicate his concerns so the Vehicle was sent to *** *** to see if they
could duplicate the issue. Mr***
advised CarMax he would be renting a temporary substitute vehicle from
*** and he was advised that unless *** *** could find an issue,
and that issue was covered by MaxCare, it would be at his own expense. On or about May 26, 2015, *** *** was
able to identify a transmission issue. The
Vehicle was still covered under the manufacturer warranty so it was sent to a
*** dealer to complete the work.
CarMax then informed Mr*** that days of rental would now
be covered. Mr*** confirmed more than
once that he understood the remaining rental bill would be his responsibility
including the additional insurance he purchased. This insurance accounts for $of the
$1,bill. As a gesture of good
will, CarMax covered Mr***’s MaxCare deductible and the diagnostic fee for
CarMax’s initial review of the Vehicle.
CarMax also attempted to put Mr*** in to a loaner vehicle, but his
auto insurance policy would not cover CarMax’s vehicle. At this time, CarMax contacted *** and
they agreed to lower his rental rate to $25/day. Mr*** chose to upgrade the vehicle and was
given a rate of $36.69. CarMax also
reached out to MaxCare to see if they would authorize more than days of rental
coverage. When they declined, Mr***
again advised that he understood he was responsible for the additional length
of rental and stated he would contact *** to try to resolve
As another courtesy to Mr***, CarMax will pay the rental
charges accrued May 28, through June 3, at the CarMax rate of $25/day plus sales taxThis is the interim between when the Vehicle was correctly
diagnosed until *** started work on the Vehicle. Mr*** was contacted by CarMax on or about
June 11, and he accepted this offer
CarMax appreciates the opportunity to respond to this
complaint and considers this matter resolved
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***
*** *** ***

March 12,
"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 Los Angeles, CA (“CarMax”) on February 3rd,
In his complaint, Mr*** states that his sales consultant informed him
he would be able to “upgrade” the Vehicle after payments
Please
note that CarMax does not offer a vehicle upgrade programIn the event Mr
*** would like to purchase another vehicle, he would need to use his own financing,
or complete a finance application through CarMax for review by a finance
company
A
review of CarMax’s records indicate that CarMax completed an appraisal on the
Vehicle on November 3rd, A finance application was completed
by Mr*** for another vehicleThe approval options were communicated to Mr
*** by his sales consultantMr*** elected to not accept the appraisal
offer or purchase the vehicle at that time
On February 14th 2015,
CarMax again appraised the VehicleMr*** completed another finance
application at that timeMr*** again declined to sell the Vehicle or
purchase another
At this time, Mr*** is welcome
to purchase any vehicle from CarMaxAdditionally, CarMax will offer a free
appraisal offer on the Vehicle if he would like to sell itBeyond these
options, CarMax has no additional alternatives to provide Mr***
Thank you
kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
*** ***
Analyst,
CarMax Customer Relations

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
After three months of owning the vehicle I began to notice severe pulling to the right when driven over 50mph At that time I also noticed the steering wheel was not straight when the vehicle was parked and the front wheels straight On 04/11/I brought the vehicle in for service at *** *** *** The dealer performed a four wheel alignment, set front and rear to factory specs, made major adjustments to front and rear and confirmed steering wheel straight after the repair All of this could have been prevented if CarMax would have reported to me that the vehicle was involved in a major accident and towed away in The *** report shows all of this which was not provided by CarMax at the time of vehicle delivery
I have since sold the vehicle to another party I have also updated my offer: I am asking for reimbursement of the difference of the original vehicle sale price to the final sale price and the reimbursement for the alignment repairs See below:
Reimbursement of the difference of the sold vehicle: $3,
Alignment repairs: $
Total reimbursement request: $3,
Regards,
*** ***

August
2,
*** *** *** ***
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Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
*** *** *** *** *** *** *** ***
Dear
Mrs***,
Thank
you for forwarding the complaint received in your office from *** *** regarding the Vehicle purchased from CarMax of San Antonio, TX (“CarMax”)
on November 30, In the complaint, Mr*** states that the Vehicle’s
air conditioning failed after having the oil changed by CarMax, and requests
that CarMax repair the air conditioning and provide him complimentary oil
changes as restitution
According
to CarMax records, Mr*** brought the Vehicle in for an oil change on
July 26, 2016. CarMax completed the oil
change and returned the Vehicle to Mr*** the same day. A manager spoke with Mr*** about his
concern with the air conditioning and scheduled the next available appointment,
which was August 9, 2016.
On
August 9, 2016, CarMax inspected the Vehicle and found that the air conditioner
was operating as designedCarMax did discover that the Vehicle was about
.10lbs low on Freon, and recharged the system at no cost to Mr***. Additionally, a CarMax service member
measured the air conditioning temperature alongside Mr*** and also
explained the functionality of the recirculation button, which was found to be
off at the time of service
A
member of CarMax management placed a follcall to Mr*** on August
11, to discuss his experience. Mr
*** advised that he would need to return the phone call at a more
convenient time. CarMax considers the
air conditioning concern to be fully resolved, but is also happy to discuss Mr
***’s experience further with him if he would like
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 *** *** ***
Sincerely,
Jennifer
L***
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 belowI am still not satisfied with this outcome as I want compensation for my lost wages and punitive damages against CarMax for having brought my car to their shop an excessive amount of times
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 feel they are side stepping the real issue in that I was not provided a car fax for the vehicle and was never told it was in an accident regardless of frame damage or not an accident is an accidentThe workman ship on the paint job is sub par otherwise the paint would not becoming off in the areas that the accident took place on the vehicleI purchased a car fax report and found where the damaged was done on the car and it is where the paint is coming off. If I was told it was in an accident I would not be in this situation because I would not have purchased the carI feel that CarMax are deceiving people in selling wrecked vehiclesTheir definition of wrecked is totally different then what the average person defines wreckedI feel I might have to investigate in a legal way along with the other hundreds of law suites pending against themI guess used car salesman are still the crooks or at least not open and honest about the products they are selling.
If they want to make it right they can at least have the defective areas repainted by a REPUTABLE shop such as the dealerThat would satisfy me other wise like I said I might have to look into legal action
Regards,*** ***

July 5,
*** *** ***
***
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
Complaint ID: ***
*** *** *** *** *** *** ***
Dear Ms***:
Thank you for forwarding the complaint dated June 8, regarding
the Vehicle purchased from the CarMax store located in Columbus, Ohio (“CarMax”)
on or about February 12,
In the complaint Ms*** describes concerns with a popping or
clicking sound in the Vehicle’s brakes and rotors, in additional to a rattling
concern coming from the front end of the VehicleMs*** also mentions an
unreturned call from a member of CarMax’s service management team and requests
that CarMax repair the Vehicle at no additional cost to her
CarMax’s records state that the service department corrected the
Vehicle’s alignment and the hood noise concern at Ms***’ appointment on
or about February 26, Service notes indicate that Ms*** returned
for another appointment on or about June 8, 2016, during which one of the
Vehicle’s Osensors, ball joints, upper control arms, and alignment were
addressed under the terms of her MaxCare Extended Service Plan
Ms*** later contacted a member of CarMax’s service
management team on or about June 9, to readdress concerns with the
Vehicle’s brakes and rotorsAs a gesture of goodwill, CarMax offered to
replace the front rotors and brake pads at no cost, in addition to offering to
repair the Vehicle’s rear brakes at a discounted rateCarMax’s records
indicate that Ms*** declined the offer of assistance for the Vehicle’s
rear brakes
If Ms*** would like to accept this offer, CarMax encourages her
to speak with the *** *** *** service department by calling
***, option **
CarMax appreciates the opportunity to respond to this complaint
Please contact me at ***, extension ***,
with any questions you may have
Sincerely,
*** ***
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.]
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] I know now what kind of business carmax is now and will shop elsewhere The business can sugar coat it all they want, but the fact still remains that the vehicle sold had major cosmetic repairs, prior to being sold at a premium price It appears that someone went to a great deal of trouble to cover up the damage and it was not disclosed at the time of purchaseI know now not to do any further business there.
Regards,*** ***

March
17,
Via Electronic Mail
*** ***, Operations Team
Leader
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
Re: *** ***
Dear Ms***:
I am
writing in response to your letter which forwarded the complaint of *** ***On May 23, 2011, Mr*** purchased a *** *** ***, VIN
*** (the “Vehicle”), at the CarMax of Nashville, TN In his complaint, Mr*** is requesting
a refund of the diagnostic charge of $
On
February 26, 2015, Mr*** called the Gilbert CarMax to schedule an
appointment. Mr*** stated that
he had two concerns that he seemed unhappy to further explainMr*** was
quoted a diagnostic fee for $119.90. On
February 27, 2015, Mr*** arrived at the store and the customer advisor
reviewed his concerns. The customer
advisor did notate additional concerns. The
mechanic found that the concerns were not clearly explain and an additional
diagnosis was needed costing $more.
The customer advisor did get a verbal authorization for the additional
work
In
the interest of customer service CarMax has agreed to refund the additional
$as good will gesture to Mr***’s credit card. Mr*** needs to contact *** at *** in the Service department to proceed with this refund
CarMax
appreciates the opportunity to respond to this complaintIf you have any
questions, please call me at ***, ext ***
Sincerely,
*** ***
Customer Relations Analyst

The sales department and financial department are friendly and tries to accommodate the customer, however, the service department needs a great deal of improvement I bought my car with warranty and took it to get serviced for my transmission for an apparent leak The leak has been repaired I don't know how many times and to this day giving me problems but now the warranty has expiredSo an issue that was supposed to be fixed under warranty was not and now I have to pay out of pocketI called multiple times for an oil change and days after my call I have yet to receive a call backI've called again today and during business hours i'm still receiving the voice mail to get a call backI'm highly disappointed in this service and honestly don't want my vehicle anymore because of the terrible service

March 17,
*** ***, Operations Supervisor
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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
purchased from CarMax of Duarte, CA (“CarMax”) on March 8, 2015. In her complaint, Ms*** states the Vehicle
has transmission and electrical concerns.
Ms*** states that the Vehicle has been at *** for service
since November, with no resolution.
Ms*** requests to exchange the Vehicle or to be provided a “rebate”
to pay for the pending repairs
On or around March 8, 2016, an
investigator with the Bureau of Automotive Repairs visited CarMax in regards to
a complaint submitted by Ms*** specific to the transmission concern
with the Vehicle. The investigator spoke
with a manager and considered the complaint closed. He advised he would be visiting *** to
learn about the status of repairs there
CarMax
has not heard directly from Ms*** since November, 2015. In order to learn more about the status of
the repairs and any available assistance CarMax can provide, a manager has
contacted the Bureau of Automotive Repairs investigator handling Ms
***’s complaint. As of March 14,
2015, CarMax is still waiting on a reply from the investigator
At this time, CarMax does not have
enough information to respond to Ms***’s request
If Ms*** has any additional
questions, or would like to discuss this concern further, she may contact me at
1-800-519-ext***

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
I hate a lair, *** called me stating they would buy back the carI did explain to her they could buy the car back however they needed to pay the negative equity moved over from another car since they no longer had itI don't think it would be right for them to buy the *** back however I still have a $car payment with no carShe advised me she would call me back after she spoke with someone, well that call never happenedSo I am confused as to how I declined the deal when she never followed upI am SIMPLY asking CarMax to make this rightI Have opened a claim with my insurance company to get the car fixed via ***, however nobody will release a statement to the insurance company to get my car fixed correctlyTHE PAINT ON MY CAR IS JUST CAKED ON, ONE LAYER AFTER THE OTHER. I feel CarMax is giving me the run around an I am to take and accept itWhat I am asking for is within reason 1) My car be fixed correctly or lease a statement to my insurance as what happened to the car while it was in your possession 2) I get depreciation value since the value of the car droppedI thought we would be able to handle this with dignity however if I need to get an attorney that's what I will do
Regards,
*** ***