CarMax , Inc.

September 19,
class="MsoNormal">
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 filed by *** *** *** on August 21, regarding a Dodge Grand Caravan (the “Vehicle”), VIN***, that was purchased at the CarMax store located in *** *** (“CarMax”), on or about July 3, 2014. *** *** requested in her desired settlement that CarMax compensate her for time taken off from work and that she be provided complimentary services for the months she was inconvenienced
*** *** mentioned in the complaint that she experienced an issue with her tags causing her to drive around with expired tags. CarMax at time of purchase arranged for *** *** to obtain her tags. *** *** contacted CarMax on or about a month after purchase addressing this concern CarMax committed to transferring the tags for *** *** as a gesture of goodwill
CarMax contacted *** *** to notify her that the transfer of the tags had been completed on or about August 22, 2014. At this time CarMax also advised *** *** that she should receive the renewal decal directly from the Department of Motor Vehicles via regular mail in 7-business days
CarMax appreciates the opportunity to respond to this complaint However, CarMax is declining the settlement request as set forth in this complaint
Please contact me at *** *** extension *** with any questions you may have
Sincerely,
*** ***
*** *** *** ***

August 5,
*** *** ***
***
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
*** *** ***
*** *** *** *** *** *** ***
Dear Mrs***,
Thank
you for forwarding the complaint received in your office from Mr*** regarding
his purchase of the Vehicle from CarMax of *** ** (“CarMax”) on October
22nd,
In his complaint, Mr
*** referenced several service concerns with the VehicleMr*** requested
to return the Vehicle and for CarMax to make arrangements to get him into a
different vehicle
Mr*** brought the
Vehicle to CarMax on July 30th, as the Vehicle was not
startingAt that time, CarMax diagnosed the need to replace the batteryMr
*** authorized the completion of this repairAdditionally, CarMax diagnosed a
concern with the power steering and a tie rodMr*** declined to have this
work completedCarMax was unaware of any other service concerns present at
that timeIf Mr*** has any additional service concerns, CarMax will gladly
complete a diagnosis
Mr*** previously
brought the Vehicle to CarMax to complete an appraisal on July 10th,
CarMax made an offer of $4,for the VehicleMr*** declined this
offerIn the event he would still like to sell the Vehicle, CarMax can appraise
it again
CarMax will not
participate in any return or exchange of the Vehicle as Mr*** is well
outside of any return period CarMax offers
Thank you for providing
CarMax the opportunity to respond to this matterIf Mr*** has any further
questions he may contact me directly at ***, ext***
Sincerely,
*** ***
*** *** *** ***

I bought a *** *** from CarMax and I am very happy with my experience and would send everyone I know to CarMax to purchase their next vehicle FAST and friendly I went in, sold my previous car to them and purchased another all within a couple hours Then about days before my first car note was due I received a phone call from my account rep just to introduce herself and see if all was going well GREAT company and GREAT service

April
"">*** ***, Operations Supervisor
Revdex.com
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***, Complaint #***
*** *** ***, VIN *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** regarding the Vehicle purchased from CarMax of Fayetteville on February 2014. In his complaint, *** *** requests reimbursement of his payment and expenses incurred as a result of repair delays
As *** *** relates in his complaint, there were delays incurred at the *** dealer in repairing the Vehicle under the terms of the manufacturer’s warranty. While *** *** was provided the use of a loaner vehicle during this time, CarMax management recognizes the inconvenience that he experienced. As a gesture of good will, CarMax extended the offer of *** *** ***. CarMax declines to provide additional relief
Thank you for the opportunity to respond. If you have any questions, please contact me directly at *** *** extension ***
Sincerely,
*** ***
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 is stating they sold a vehicle that has a clean title record and sells cars that has never been involved in an accident? Here again is another dishonest reason that CarMax is giving meBoth facts is untrueThey did sell us a car that does not have a clean title and has been in not one but two accidents within a month of the first owner purchasing the vehicleCaxMax does not want to own up to these issues and is covering up that the fact is that the vehicle they sold doesn't meet the requirements to sell a car to conusmersThere is no value on our vehicle now because these issues of accidents are now on *** reportCaxMax needs to meet our request or I will look into this further and will seek legit help if so necessary.
Regards,
*** ***

I specifically requested for a soft inquiry, not a hard inquiry I also didn't even sign anything *** ***
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,
*** ***

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.]
I disagree with this company's response, as this complaint was brought forth
at the earlier part of the year, and would've been brought a lot sooner, but I decided to let it go But, the moment in which it was determined the car was not equipped with stated feature, it infuriated me because not only had this company bullied with their financing, they lied and as a result I almost had a wreck on the interstate And yes, there was a delay because this complaint was intially filed with the *** *** *** ***, who after months of trying to identify Carmax's business rejected my complaint due to the type of business Carmax falls underIn the response they state it has been almost a year, which shouldn't make a difference because the fact of the matter is it has not been a year and this complaint was brought earlier just to the wrong source Because I had not had an unfortunate near accidents there was no reason for me to doubt the statement of the salesman stating Blind Side Detection was equipped with carIt was only after nearly having an accident and no warnings were given that I came home and googled "How does BSD work on *** *** *** After *** showed result and the location of button that I realized the salesman gave incorrect information At the end of the day, Carmax did not tell me about their financing as it relates to if I was approved by Carmax other lenders would not review my application This is not fair to consumers and it needs to stop! Not only was I there , but two other family members also who can attest to the aforementioned statements, as a matter of fact, when the salesman stated the car was equipped with this feature my God Sister asked "What is Blind Side Detection", at which time the salesman explained this to her doing the test drive I will not continue to go back and forth with this company, as nothing will change,as I can tell from all the complaints from the Internet this company does not care about ethics or morales I just hate I didn't research before patrionizing this company with my business Regards,
Edna F*

February 2,
*** ***
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 October 12, at the CarMax
store located in Winston-Salem, North Carolina (“CarMax”). At the time of sale, Ms*** did purchase
the MaxCare Extended Service Plan (“MaxCare”) active for months or 125,
miles on the odometer, whichever came first, and a deductible of $if
repaired outside of CarMax or $if repaired at CarMax. In this complaint, Ms*** is requesting
for CarMax to repair the Vehicle at no additional deductible cost to her
According to CarMax’s records, Ms*** brought the Vehicle
to CarMax service on or about July 3, 2015.
One of the concerns noted was the check engine light on. CarMax sublet the vehicle to *** *** of
Winston Salem (“***”), and did file a MaxCare claim based on the diagnosis
from ***. Ms*** then scheduled
an oil change service appointment on or about January 14, 2016. During that visit, CarMax informed Ms***
that a warning light was on. Ms*** then
informed CarMax that the light had never gone off since the July repairs
The repairs completed in July of are still covered
under ***’ 12-month, unlimited mile warranty on their repairs. While CarMax cannot guarantee that there will
be no additional expense to Ms***, Ms*** may still be able to get the
Vehicle repaired at no cost if the *** diagnosis is related to the
previous diagnosis and repair
CarMax is happy to assist Ms*** with transporting the
Vehicle to the *** dealer for additional diagnosis Ms*** is welcome to call CarMax service
manager Brian Wright at (336) 659-0553, extension ***, to schedule the appointment
and address any further concerns.
CarMax appreciates the opportunity to respond to this
complaint.
Sincerely,
Crystal G***
Analyst, Customer Relations

I brought two cars from Carmax in Charlottesville,Va A *** *** and a *** The *** had quite a few problems but the service intake guy(***) and his boss hung in there and were able to get the problems fixed *** was very nice and so was his boss The *** had a turn signal bulb blow out And still has air sounds But the air sounds after several trips to the Carmax seem to be inherant to this car And the expense to replace the gaskets just could not be justified Other than tge air noise I love this car and and the ***(after all the problems were fixed on it)

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 refuse to show me the 125+ point inspection indicating that the damage wasn't there prior to the sale Furthermore I have forwarded my complaint to the FTC and state attorney general I will call the number at the extension provided and request cancellation of my ***
Regards,
*** ***

February 25,
9.5pt">
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond, VA
RE: Consumer Complaint of *** ***
Retail Installment Contract Dated 12/26/
*** *** ***, VIN: *** (the “Vehicle”)
Account No***
Dear Sir/Madam:
This will confirm receipt and review of a complaint that was forwarded to your office by *** ***. I am happy to inform you that this matter has been resolved. *** *** contacted us on January 31, and paid-off the remaining balance owed. *** *** was also happy to learn that no negative credit information was furnished to any of the credit reporting agencies regarding the disputed balance The facts leading to *** *** complaint are unusual. I will attempt an explanation below.
Our records show that *** *** requested that we enroll him in our Automated Payment Program (ACH) on January 23, and that we began to draft his payments through this service starting with his April 8, payment. *** *** continued to make his payments through this service all the way through his April 8, payment. However, before *** *** May 8, payment, he closed the checking account associated with the ACH. *** *** then set up recurring payments using our web payment service, which is different from the ACH. Unfortunately, *** *** did not contact us to cancel his ACH enrollment as required. As a result, *** *** account was enrolled in two recurring payments services at the same time. Each month, from this point on, we attempted to draft *** *** monthly payment through both services; however, only the web payment was successful because the checking account associated with the ACH was closed.
The above issue continued undetected until *** *** last two payments. Our records show that on December 8, we again attempted to draft payments. After both drafts, *** *** account was for a moment paid in full, resulting in our release of the certificate of title to the Vehicle. Similar to the other ACH payments drafted after May 8, 2013, the December 8th ACH payment was returned. At this point *** *** account had a balance of $
Thank you for bringing this complaint to our attention and for the opportunity to respond. We would like to apologize again to *** *** for any inconvenience caused and reassure him that we truly appreciate him choosing us for his vehicle financing needs.
If you have any further questions or concerns, please feel free to contact me at ***, extension ***. Thank you
Sincerely,
*** ***
Paralegal
CarMax Auto Finance
CC: *** ***

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,
*** ***

February 24, 2015*** ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr*** *** Complaint ID *** *** ***, VIN: *** (the “Vehicle”)Dear Ms***: I am in receipt of the additional message in response to the complaint dated January 30, regarding the Vehicle purchased from the CarMax store located in ***, FL (“CarMax”) on or about December 6, 2014.Mr*** mentioned in the complaint that after CarMax diagnosed the Vehicle on or about January 2, the Vehicle was taken to two different automotive shops for a second opinion and they determined that the tires and rotors were below CarMax’s standards. However, CarMax’s records indicate the rear tires measured 4/32” and the front tires measured 6/32” CarMax’s records also indicate that the right rotors measured and the left measured All of the above measurements met CarMax’s standards Additionally, the measurements are above state standards.Mr*** also mentioned in the complaint that the Vehicle had also been driven two miles at the time of inspection CarMax’s records indicate that the Vehicle was test driven for a total of nine miles, starting at 24,miles and ending at 24,miles, according to Repair Order ***.Based on the above, CarMax is unable to provide Mr*** with the relief he seeks.Please contact me at *** extension *** with any questions you may have.Sincerely,*** ***Analyst, Executive Response Team

The car I bought from them is a lemon there are no fixes for the problem I have bought or cars from them and had to take them back for something or another and guaranteed they wont fix it under the day warranty even if you tell them the problem

[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,
*** ***

*** ***
Revdex.com
"margin: 0in 0in 0pt;" class="MsoNormal">Moorefield Park Drive Suite 300Richmond, Va.
Re: *** ***
Dear *** ***,
Thank you for forwarding the complaint received in your office from *** *** *** regarding the *** *** *** ***, VIN ***(the“Vehicle”) that she purchased on or about January 11, from the CarMax store located in
Irvine, California. In this complaint *** *** is requesting that CarMax complete the repairs and that the Vehicle be made operable
As stated in the letter, *** *** purchased the Vehicle and had several concerns which she brought to CarMax’s attention. All concerns stated in *** *** letter are currently being addressed at the CarMax location in Irvine, California under CarMax’s Limited Day Warranty. *** *** has been provided with a loaner vehicle while her Vehicle is being repaired
CarMax apologizes for any inconvenience that *** *** may have experienced. CarMax appreciates the opportunity to respond to this complaint and to demonstrate our commitment to addressing any and all warranty concerns
Please call me at ***extension ***, if you have any questions
Sincerely,
*** ***
Analyst, Executive Response Team

November
30,
*** *** 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 Mr*** regarding his purchase of the Vehicle
from CarMax of Modesto, CA (“CarMax”) on February 27th, In his complaint,
Mr*** requested that CarMax initiate a full refund of his purchase price
due to the Vehicle history
After approximately months since
purchase and approximately 13,miles added to the Vehicle, CarMax completed
an appraisal for $17,on November 1st, Mr*** subsequently
contacted CarMax Customer Relations on November 4th, 2015, after
having the Vehicle appraised at a third party location; at that time Mr***
stated that there was an accident reported on the Carfax vehicle history report
and that the Vehicle had existing frame damageThis accident was not listed on
the AutoCheck vehicle history report that CarMax provides each customer at the
time of purchase
CarMax then offered to complete a
full inspection of the Vehicle, with Mr*** present, to look into the
concerns of both frame and accident damageUpon inspecting the Vehicle on
November 4th, 2015, CarMax found a cracked impact bar on the Vehicle,
which is not an indicator of frame damageCarMax offered to have the impact
bar replaced at a shop of Mr***’s choosing, at no cost to himMr***
declined this offer and requested a full refund of the purchase price of the
Vehicle
CarMax
guarantees that every vehicle presented for sale is free of both frame and
flood damage; however, CarMax does not guarantee that every vehicle sold is
accident-freeCarMax provides a vehicle history report on each vehicle
available for sale so that the customer is aware of all available information
prior to purchase
If Mr*** would like to sell the
Vehicle, the appraisal offer initiated on November 1st, 2015, still
remainsCarMax will not be participating in any refund for the Vehicle as any
return time period has expiredIn the event Mr*** has any further
questions, he is welcomed to contact me at 1-800-519-1511, ext
Sincerely,
*** ***
Analyst,
CarMax Customer Relations

September
29,
[redacted], Operations [redacted]
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted] VIN:
[redacted] ("the Vehicle")
Dear
Mrs[redacted],
Thank
you for forwarding the complaint received in your office from [redacted] regarding
the Vehicle purchased from CarMax of Tampa, FL ("CarMax") on November 7, In
the complaint, Ms[redacted] states that the Vehicle was appraised by a [redacted]
dealership, at which time a [redacted] Report showed the Vehicle had been in two
prior accidents. Ms[redacted] states
that because of this, she requests for CarMax to pay off the balance of the
Vehicle loan
According
to CarMax records, an [redacted] Vehicle History Report was reviewed with the
primary owner of the Vehicle at both the time the Vehicle was transferred to
the Tampa location and at the time of sale.
On each occasion, the [redacted] Vehicle History Report showed an
accident occurring on or around September 17, 2010.
Upon
researching Ms[redacted]'s concern further, CarMax also reviewed a [redacted] Report
for the Vehicle, which validates the accident occurring on or around September
17, 2010, in addition to reporting a collision occurring on or around October
4, (not reported by [redacted])
CarMax
would also like to add that they use [redacted] because it is the industry standard
for transacting among dealers. [redacted]
reports include conditional announcement data from the nation's largest auction
houses, as well as vehicle information from all states and the [redacted]). While this gives
CarMax confidence in [redacted], as stated on the report itself, not all
accidents or issues are reported to [redacted].
For this reason, CarMax cannot guarantee the accuracy of the information
contained in the [redacted], nor does CarMax rely on [redacted] exclusively to
determine whether a vehicle meets our quality standards
Please
know that CarMax does not represent that it does not sell vehicles that have
been involved in accidents. Rather,
CarMax provides a Clean Title Guarantee on every retail vehicle it sells. What this means is that CarMax guarantees
that, at the time of sale, every retail vehicle has accurate mileage and is not
and has never been designated as salvage or flood on the vehicle's Certificate
of Title, or CarMax will buy it back
Because
the Vehicle meets CarMax's Clean Title guarantee, and no evidence of flood or
frame damage has been presented, CarMax declines Ms[redacted]'s request to pay
off the Vehicle loanIf Ms[redacted] would like to sell the Vehicle, CarMax
would be happy to complete a free written appraisal at her convenience
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
[redacted]
Sincerely,
Jennifer
L[redacted]
Analyst,
CarMax Customer Relations

August 28,
"margin: 0in 0in 0pt; line-height: normal;">VIA ELECTRONIC MAIL
[redacted]
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive, Suite
Richmond, VA
Re: Complaint ID [redacted]
Mr[redacted]
Dear [redacted]:
I am in receipt of the complaint that was filed by [redacted] [redacted], on August 4, 2014, regarding state taxes on a vehicle purchased from CarMax.
[redacted] purchased a [redacted] (the "Vehicle"), VIN @[redacted], from CarMax located in [redacted] ("CarMax") on or about July 12, 2014. CarMax completed the sale of the Vehicle based on the information provided to us at the time, that [redacted] was a [redacted] resident and we completed the transaction to reflect his residency status on the date of the purchase [redacted] state of residency changed after the transaction was completed.
As a gesture of customer service, we offered to return the vehicle and allow [redacted] to repurchase the vehicle, which would provide him the opportunity to obtain a loan with his new state of residency, [redacted] did not accept the offer. CarMax will not be able to offer a return and repurchase of the Vehicle at this time because so much time has passed. [redacted] is responsible for any state taxes due and for properly registering the vehicle in the state that he resides
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 [redacted] extension[redacted]
Sincerely,
[redacted]
[redacted]

April 15,
"margin: 0in 0in 0pt; line-height: normal;">
VIA ELECTRONIC MAIL
[redacted], Operations Supervisor
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive, Suite
Richmond, VA
Re: Complaint ID [redacted]
[redacted]
Dear [redacted]:
I am in receipt of the complaint that was filed by [redacted], on March 31, 2014, regarding a [redacted] and [redacted] (the "Vehicle"), VIN [redacted], that was transferred to CarMax in Austin, Texas ("CarMax") from CarMax in FtWorth, Texas on or about March 25, 2014.
The transfer request was submitted on or about March 25, and the Vehicle arrived on or about March 28, 2014. [redacted] did bring to our attention that there was a clerical error on the mileage of the Vehicle on or about March 29, 2014. While [redacted] was in the store, we attempted to resolve the matter by refunding the transfer fee and providing free oil changes as [redacted] had requested. Additionally, once we were able to correct the error, we attempted to contact [redacted] to inform him that the mileage issue was corrected and the Vehicle's price was adjusted accordingly.
CarMax appreciates the opportunity to respond to this complaint. CarMax considers this complaint resolved
Sincerely,
[redacted]
SrAnalyst, Customer Relations