CarMax , Inc.

November 18,
">[redacted], Operations Supervisor
Revdex.com
[redacted]
[redacted]
RE: [redacted]
Dear [redacted],
Thank you for forwarding the complaint received by your office from [redacted] regarding the application for financing from the CarMax of [redacted], ** ("CarMax") submitted on October 12th, In his complaint, [redacted] shared concerns related to a credit inquiry from his efforts to purchase a vehicle at CarMax
CarMax was unaware of these concerns prior to receiving this complaintAccording to CarMax's records, [redacted] completed a credit application on a vehicle at CarMax on October 12th, 2014, and authorized CarMax to transmit the application for review by potentially multiple finance companiesDuring this process, [redacted] was provided his [redacted] number, date of birth and other identifying information[redacted] did receive approvals based on this information and the vehicle he selected
In his complaint, [redacted] stated that he was unable to finalize the transaction due to having another vehicle refinanced which he had wanted to trade to CarMaxThis would not prohibit CarMax from finalizing [redacted]'s transaction, as CarMax would have been able to process the trade and the prospective purchase if [redacted] wanted to do soCarMax will not request the removal of credit inquiries as [redacted] had authorized the credit application[redacted] is welcome to research vehicles and contact CarMax in the event that we can assist him in his search for another vehicle
Thank you kindly for providing CarMax the opportunity to respond to this matter
Sincerely,
[redacted]
Analyst, CarMax Customer Relations

February 19th,
[redacted], Operations Supervisor
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted] (VIN: [redacted] the "Vehicle")
[redacted]
Dear Mrs
Mann,
Thank you for forwarding the
complaint received in your office from Ms[redacted] regarding his purchase of the
Vehicle from CarMax of Kearny Mesa, CA ("CarMax") on February 28th,
In her complaint, Ms[redacted] requested repair of a service concern with
the convertible top of the VehicleAt the time of purchase,
Ms[redacted] also elected to purchase a MaxCare Extended Service Plan ("ESP") for
a term of months or until the Vehicle exceeded 75,miles with a
deductible of $
CarMax was aware of Ms[redacted]'s
concerns prior to receiving this complaintCarMax management spoke with Ms
[redacted] on multiple occasions to discuss the concern and advise that these
repairs would be at her expense as the Vehicle is outside any warranty that
CarMax offersCarMax encouraged Ms[redacted] to submit a claim through her ESP
for the convertible top concern after a diagnosis is completed and recommended
that this diagnosis be completed at a Volkswagen dealership
In an effort of customer service,
CarMax spoke with Ms[redacted] on approximately February 16th, 2016,
and offered to complete a diagnosis of the concern at no chargeCarMax has not
yet completed that diagnosis and would be happy to make an appointment at Ms
[redacted]'s earliest convenienceMs[redacted] can reach the Kearny Mesa service
location to schedule an appointment at 858-712-6486, option
If
MrMorgan has further questions, he may contact me at 1-800-519-1511, ext
[redacted]
Thank you for providing CarMax the
opportunity to respond to this matter
Sincerely,
Curt D[redacted]
Analyst,
CarMax Customer Relations

October
25th,
[redacted], Operations [redacted]
",serif">RevDex.com
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 Ms[redacted] as it pertains to her
purchase of the Vehicle from CarMax of Jackson, MS ("CarMax") on September 23rd,
In
her complaint, Ms[redacted] requested that CarMax replace the remaining three
tires on the Vehicle
At the time of sale, CarMax agreed to replace the left
front tire after learning of Ms[redacted] concerns about the condition of that
tireAfter this was completed, Ms[redacted] returned the following day stating
that CarMax agreed to replace all four tires on the VehicleCarMax has no
record of mentioning that all four tires would be replacedHowever, CarMax did
inspect the tires with Ms[redacted] husband on or about October 12th,
2016, per their requestDuring that inspection, CarMax and Mr[redacted] agreed
that the rear tires were in satisfactory condition and did not need replacement
CarMax did replace the right front tire per Mrand Mrs[redacted] request
CarMax has received no further communication from Mror
Mrs[redacted] since this visitCarMax will not be participating in any
additional settlement requested by Mror Mrs[redacted] regarding the tires of
the Vehicle
In the event that Ms[redacted] has any further questions,
she is welcomed to contact me at 855-562-4935, ext[redacted]
Sincerely,
Curt D[redacted]
Analyst, Customer
Relations

April 1,
"Times New Roman",serif;">[redacted], Operations Supervisor
RevDex.com
Moorefield Park Drive, Suite Richmond,
VA RE: [redacted]
[redacted] (VIN: [redacted]
("the Vehicle"))
Dear Mrs[redacted],
Thank
you for forwarding the complaint received in your office from Ms[redacted]
regarding her purchase of the Vehicle from CarMax of Greensboro, NC ("CarMax")
on July 12th,
In her complaint, Ms[redacted]
voiced repair concerns on the Vehicle related to the brake system and rotorsA
review of CarMax's service records indicates brake work completed on March 11th,
for new brake pads and adjusting the rear rotorsCarMax completed this brake
repair to address Ms[redacted]'s concern of a grinding sound and long stopping
time while brakingDuring these repairs,
CarMax also suggested a repair for the struts and oil pan gasket of the
VehicleThis repair is covered under Ms[redacted]'s manufacturer warranty through
[redacted] until 60,milesMs[redacted] added that the
lug nuts on the Vehicle were "barely locked" after CarMax completed these
repairsCarMax does ensure that all lug nuts are properly tightened at the
conclusion of any repair
In the event she would
like CarMax to inspect the lug nuts, the service department can assist at any
time convenient to Ms[redacted]CarMax will also diagnose any further concerns Ms
[redacted] may have on the Vehicle
Thank you
kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
[redacted]
Analyst,
CarMax Customer Relations

August 21,
class="MsoNormal" "line-height:12.0pt">
Revdex.com Serving
Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond,
VA
RE: Consumer
Complaint of [redacted]
Dear
Sir/Madam:
This
confirms receipt of the complaint filed by [redacted] on behalf of Michele
[redacted]. Ms[redacted] raises several
concerns in her complaint: (1) that we repossessed her vehicle even though we
had agreed to a payment arrangement; (2) that we did not provided her with a consistent
payoff quote on the occasions that she requested payoff information; and (3) that
we do not accept debit card payments to pay-off accounts.
What
follows are the facts surrounding Ms[redacted]' complaint with our explanation:
§ On April 18, 2009,
Ms[redacted] financed the purchase of a [redacted] (Vehicle) from
CarMax Auto Superstores (our Dealer Affiliate).
Ms[redacted] and our Dealer Affiliate executed a retail installment sale
contract, which was subsequently purchased by and assigned to us – CarMax Auto
Finance
§ Prior to our repossession
of the Vehicle on July 26, our records reflect that we had several
conversations with Ms[redacted] in an effort to set up a payment plan to
prevent the repossession of the Vehicle.
Ms[redacted] could not agree to a payment plan and opted to make
payments when she could. Ms[redacted]'
account was days delinquent for the April 27,
payment when we repossessed the Vehicle
§ On July 28, Ms
[redacted] called us to obtain the payoff balance on her account. We informed Ms[redacted] that her payoff
balance was $5,208.36. This amount was a
10-day payoff quote; meaning it included the outstanding balance on Ms
[redacted]' account as of July 28, (which included our repossession fee)
plus additional days of unaccrued finance charges. A 10-day payoff quote is given so that
customers have sufficient time to make the payment – mail time also considered. Note that upon receipt of the payment, any
amount in excess of the actual payoff is refunded to the customer
§ Later that day (July 28th),
an associate of our Dealer Affiliate called to inform us that Ms[redacted] was
at her store and that she wanted to pay-off the account. However, Ms[redacted] was concerned that the
payoff amount given to her by our Dealer Affiliate's associate was different
than the amount initially disclosed to Ms[redacted]. We apologized and then explained to Ms
[redacted] that our Dealer Affiliate's system had not yet been updated with our
repossession fee. We confirmed the
payoff amount and also advised Ms[redacted] that the payoff should be made by
cash or certified funds. We, generally, do
not accept debit or credit card payments to pay-off an account because
customers have up to months after the payment to dispute the charges
§ Our records reflect
that Ms[redacted] – in what appears to be an attempt to circumvent our payment requirements
- made a debit card payment for $5,and then a cash payment of $0.36.
§ When Ms[redacted]
called to confirm that Ms[redacted] made the payment, we informed her that Ms[redacted]
would have to initiate a 3-way conference call with her bank to confirm that
she intended to make the $5,payment and that she would not dispute the
payment. Ms[redacted] initiated the
conference call with her bank as requested and the matter was resolved
Thank you for bringing this matter to our attention and affording us
the opportunity to provide this explanation.
We, again, apologize that we did not meet Ms[redacted]' customer service
expectations, specifically as it relates to providing accurate payoff
information. Please contact me at [redacted],
extension [redacted] if you have any questions or concerns regarding the information
above
Sincerely,
[redacted]
Copy:
[redacted]

December 2,
",sans-serif>
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond, VA
RE: Consumer Complaint of [redacted]
Dear Sir/Madam:
Thank you
for sharing [redacted] complaint and providing us the opportunity
to respond. Mr[redacted] claims that he
was unable to make his account payments on time because he received his checks
late from the [redacted]).
Mr[redacted] also claims that we should not have charged off his account
because he was on active duty. Accordingly,
Mr[redacted] is requesting that we delete all late payment reportings,
including the charge-off from our tradeline.
After due consideration, we find no merit in any of Mr[redacted]
claims
For
background, Mr[redacted] executed a retail installment contract for the
purchase and financing of a [redacted] on August 6, 2014. As a matter of policy, we scrub all our
delinquent accounts before we initiate repossession to confirm that the owner
of the vehicle is not an active duty service member. On April 21, 2015, we discovered that Mr
[redacted] was called to active duty from February 22, through March 17,
2015. Accordingly, we provided Mr
[redacted] with the benefits afforded by the [redacted] [redacted]) – lowered his finance charge rate from [redacted] to **, effective February 22,
(which reduced his monthly payment from [redacted] to [redacted]) and we ceased
our efforts to repossess his vehicle.
Contrary to
Mr[redacted] statement that he made his payments late because he received his
checks late, our records reflect that Mr[redacted] late payments started
prior to his call to active duty service on February 22, 2015. Mr[redacted] did not make his first
installment payment (due on September 20, 2014) until October 4, 2014. Mr[redacted] November through February
payments were all over days past due.
On November 30, 2015, we charged off Mr[redacted] account after his
July payment was over days past due and we updated our reporting to
the credit reporting agencies with this information
To
address Mr[redacted] claim regarding the charge off of his account, the [redacted] prohibits the termination or acceleration of a pre-military service contract
because of a breach that occurred before or during the service member's military
service. For accounting purposes, we
write off or charge off accounts that are over days past due. As a general rule, once an account charges
off, the obligor can no longer make payments by installments and must pay off
the entire outstanding balance. However,
due to the protections afforded by the [redacted], we do not accelerate the outstanding
balance of protected active duty service members upon charge off. As such, protected service member's can
continue making their monthly installment payments despite the charge off of
their accounts. According to our account
records, this information was conveyed to Mr[redacted] On March 17, 2016, Mr[redacted] active duty
status, including the 12-month benefit extension required by the [redacted], expired
and we updated his account back to the contract terms. Mr[redacted] currently has an outstanding balance
of [redacted]. As we have offered Mr
[redacted] in the past, we are willing to enter into a payment plan that will
assist him resolve his outstanding balance.
If Mr[redacted] would like to discuss this opportunity, he should please
contact Sarah E[redacted] at 770-792-4750, extension [redacted]
Given the
above explanation, we cannot provide Mr[redacted] with the relief that he
seeks. We will, however, continue to reflect
in our reportings to the credit reporting agencies that Mr[redacted] disputes
the information on our tradeline.
Thank
you, again, for bringing this complaint to our attention and for the
opportunity to provide this explanation.
If you need any additional information regarding the above, please do
not hesitate to contact me directly by phone at [redacted] or by email at
[redacted]
Sincerely,
Brent A[redacted]
Operational Compliance
Manager
CarMax Auto Finance
cc: [redacted]

July 28,
[redacted]
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: [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 Rivergate, CA ("CarMax") on December 6,
In the complaint, Mrs[redacted] expresses concerns related to repair costs,
and requests that CarMax complete needed repairs at no cost to her
On or
around July 20, CarMax management spoke with Mrs[redacted] about her concerns and
provided clarity around the coverage and deductible costs associated with her Extended
Service PlanIn addition to this, CarMax replaced the Vehicle's brakes at no
cost to Mrs[redacted], as a gesture of customer service
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 [redacted] ext
[redacted]
Sincerely,
Jennifer
L[redacted]

April 3,
class="MsoNormal" "line-height:12.0pt">
Revdex.com Serving
Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond,
VA
RE: Consumer
Complaint of [redacted]
Retail Installment Contract Dated 04/29/(the "Contract")
[redacted], VIN: [redacted]
(the "Vehicle")
Account NoXXX[redacted]
Dear
Sir/Madam:
Thank
you for sharing [redacted]'s complaint with us and providing us the
opportunity to respond. Mr[redacted] alleges
that he was unable to reinstate the Contract and recover the Vehicle because
his name was omitted from the certificate of title. Following our review of our records, it is our
conclusion that Mr[redacted]'s complaint has no merit. The relevant facts are as follows:
On
April 29, Mr[redacted] and [redacted] executed the Contract to finance
the purchase of the Vehicle. In addition
to executing the Contract, Mr[redacted] also executed a Notice to Cosigner (copy
enclosed) agreeing to guarantee payment of the underlying obligationThe
certificate of title and the registration documents were provided to the state
of California Department of Motor Vehicle (DMV). Due to a processing error by the DMV, Mr
[redacted]'s name was omitted from the certificate of title.
On
November 18, we repossessed the vehicle due to a monetary default of the
Contract. We mailed to Mr[redacted] a notice
of sale, which among other things, informed Mr[redacted] of his right to
reinstate the Contract. The notice of
sale was mailed by certified mail return receipt requested. Also enclosed is a copy of the return receipt
confirming delivery of the notice of saleOn
November 19, Mr[redacted] called us to inquire about reinstating the
ContractWe informed Mr[redacted] that he would have to pay $1,to
reinstate the Contract Mr[redacted] then informed
us that his name was not on the certificate of title We advised Mr[redacted] that we would look into
the matter.
On
November 20, we received another telephone call from Mr[redacted]. Mr[redacted] appeared to be concerned about Mr
Eddleman taking possession of the Vehicle from him after he reinstated the
Contract. Mr[redacted] inquired if we
could remove a device that MrEddleman had installed in the Vehicle to enable
him turn off the Vehicle using a mobile phone.
Mr[redacted] also inquired about changing the ignition of the
Vehicle. We informed Mr[redacted] that after
he reinstated the Contract and recovered the Vehicle, he could have the changes
made at his expense. We also informed
Mr[redacted] that we were working on adding his name to the certificate of titleSubsequent
to the November 20th telephone call, we made multiple unsuccessful attempts
to contact Mr[redacted] and Mr[redacted] regarding reinstating the ContractThe
Vehicle was sold at auction on December 22, 2014.
Further
to the above, it is our position that Mr[redacted] remains obligated on the Contract
Accordingly, we are only able to provide Mr[redacted] with this explanation and
not the relief he seeks in his complaint
Again,
thank you for bringing this matter to our attention. If you have any further questions or
concerns, please feel free to contact me at [redacted], extension [redacted].
Sincerely,
[redacted]
Paralegal
CarMax
Auto Finance
CC:
[redacted]
Enclosure(s)

January
26th,
[redacted], Operations Supervisor
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted]
Dear Mrs
[redacted],
Thank you for forwarding the
complaint received in your office from Mr[redacted] regarding a [redacted]
[redacted] that he wished to purchase from CarMax of Torrance, CA ("CarMax")In
his complaint, Mr[redacted] requested that CarMax provide a vehicle for
purchase with specific features and remote start or reduce the price of one
lacking remote start
Mr[redacted] came to CarMax on
approximately January 8th, 2016, to purchaseAt that time, CarMax
informed Mr[redacted] that the vehicle did not have remote start as listedUpon
further research, CarMax determined a remote start option did not exist for
this specific model
CarMax determined an error listed on
all [redacted] models, and has since made an adjustment for accessory
listings and pricingAt the time of his visit, CarMax presented other vehicles
to Mr[redacted], many of which featured the remote start option he requested
Mr[redacted] informed CarMax that he would continue his search as the Vehicle
in question did not meet his needs
As
of receiving this complaint, CarMax adjusted the listing options and prices of
[redacted] models and the Vehicle is still available for sale at
CarMaxCarMax will not be providing any financial assistance surrounding Mr[redacted]'s
experience
In
the event Mr[redacted] has any questions about this, he may contact me at
1-800-519-1511, ext[redacted]
Thank you for providing CarMax the
opportunity to respond to this matter
Sincerely,
Curt
D[redacted]
Analyst,
CarMax Customer Relations

April 8th,
"">
[redacted]
[redacted]
[redacted]
[redacted]
RE: [redacted]
[redacted] VIN: [redacted] (the "Vehicle")
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax of [redacted] ("CarMax") on March 14th, 2013. In his complaint, [redacted] shares his frustrations with the cost and amount of needed repairs to the Vehicle within the timeframe he has owned it. Due to his frustrations, [redacted] is requesting CarMax to either repair the Vehicle at no cost to him or to exchange the Vehicle for a different one
CarMax's research shows that CarMax did appraise the Vehicle on March 20th, and made an offer to purchase the Vehicle from [redacted] This appraisal has since expired. [redacted] is invited to have the Vehicle re-appraised and explore what options are available to purchase a different vehicle. In addition, [redacted] has the option to have CarMax diagnose the Vehicle at his expense to determine what options are available for repair. [redacted] is invited to contact the Service Manager at CarMax [redacted] if he chooses one of the options above
Thank you for providing CarMax an opportunity to respond
Sincerely,
[redacted]
[redacted]

July 8,
"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]
Dear [redacted]:
I am in receipt of the complaint that was filed by [redacted], on June 23, 2014, regarding a [redacted] (the "Vehicle"), VIN [redacted], that was purchased from CarMax in Las Vegas, Nevada ("CarMax") on or about March 24, 2014.
CarMax completed the smog test on the Vehicle on or about February 25, however, there may have been an error with the information that was inputted into the smog machine that may have resulted in Department of Motor Vehicles not getting the electronic information that the smog was completed. We apologize to [redacted] for any inconvenience.
CarMax appreciates the opportunity to respond to this complaint. However, CarMax considers the complaint resolved. If you have any questions, please contact me directly at [redacted] extension [redacted]
Sincerely,
[redacted]
SrAnalyst, Customer Relations

August
2,
[redacted]
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted]
[redacted]
Dear
Mrs[redacted],
Thank
you for forwarding the complaint received in your office from [redacted] regarding
the Vehicle purchased from CarMax of Burbank, CA ("CarMax") on March 9,
In the complaint, Mr[redacted] mentions ongoing concerns with the Vehicle's
transmission and requests that CarMax "take [the Vehicle] back."
According
to CarMax records, Mr[redacted] brought the Vehicle to CarMax on or around April
13, 2016, stating a concern with an occasional grinding noiseCarMax attempted
to diagnose the concern, but the grinding noise did not present itself at the
time of that visit. In a further attempt
to diagnose the Vehicle, CarMax sublet it to a European auto specialist who
also could not duplicate the concern. On
or around June 16, 2016, Mr[redacted] brought the Vehicle back to CarMax stating
the Vehicle would not change gears.
CarMax sublet the Vehicle to a European auto specialist who updated the
transmission module and verified there were no mechanical problems found with
the transmission. On July 18, 2016, Mr
[redacted] returned to CarMax stating that there was a transmission concern. CarMax sublet the Vehicle to a Mercedes
dealership who also confirmed the transmission was operating normally
CarMax
appreciates the opportunity to learn more about Mr[redacted]' concern; however,
because no mechanical failures have been diagnosed on the Vehicle, CarMax
declines the request to return the VehicleShould Mr[redacted] wish to sell the
Vehicle to CarMax, he can bring it by the CarMax nearest him for a free written
offer
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 [redacted] ext
[redacted]
Sincerely
Jennifer
L[redacted]
Analyst,
CarMax Customer Relations

February 20,

VIA ELECTRONIC MAIL
[redacted]
Revdex.com Serving Central Virginia, Inc
[redacted]
Re: Complaint ID [redacted]
Dear [redacted]:
I am in receipt of the complaint filed by [redacted] on February 3, regarding a [redacted] (the "Vehicle"), VIN [redacted] that was purchased at the CarMax store located in [redacted] ("CarMax"), on or about March 7, 2013. [redacted] requested in her desired settlement CarMax honor the evaluation that was provided from [redacted] and complete the needed repairs
[redacted] had the Vehicle diagnosed from [redacted] and was advised there was some engine damage due to low fluids. [redacted] Vehicle was towed to CarMax on or about January 30, 2014. She shared the findings from [redacted]. CarMax asked [redacted] if she could provide her maintenance records on the Vehicle that she had completed since ownership. She stated she had only had one oil change since ownership. [redacted] at that time had put 28,miles on the Vehicle since ownership
[redacted] concern was the Vehicle would not start. CarMax waived the initial diagnosis in the amount of $109.00. After the initial diagnosis CarMax advised [redacted] a further diagnosis in the amount of $would need to be performed, including a tear down. CarMax advised [redacted] she would need to authorize before they would be able to move forward. [redacted] declined the diagnosis on or about February 4, which at that time CarMax advised she would need to come pick up her vehicle.
CarMax appreciates the opportunity to respond to this complaint. However, CarMax is declining the settlement as set forth in this complaint. Please contact me at [redacted] extension [redacted] with any questions you may have
Sincerely,
[redacted] Customer Relations

July 6,
class="MsoNormal" "line-height:12.0pt">
Revdex.com Serving
Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond,
VA
RE: Consumer
Complaint of [redacted]
Dear
Sir/Madam:
Thank
you for sharing [redacted] complaint with us and providing us the opportunity
to respond. We are pleased to inform you
that this matter has been resolved. Ms
[redacted] was unhappy about her vehicle purchase experience. Specifically, Ms[redacted] was unhappy about the
number of applications she had to submit and the variation in the required
downpayment amount and the type of documents we required from her in order to
substantiate her income
Our
records reflect that Ms[redacted] submitted multiple credit applications because
she expressed interest in different vehicles.
Our policy requires a different application each time a different
vehicle is selected. The variation in
the downpayment amount and the type of documents we requested from Ms[redacted] to substantiate her income resulted from the fact that she changed her income
amount and the source of her income when she completed a new application. Ms[redacted] indicated on one application that
she was self-employed and on another application she disclosed she was an
employee. On one application she
disclosed that she made $1,and on another application she disclosed
$1,083.00. Additionally, subsequent to
the purchase of Ms[redacted] vehicle, the financial institution that approved
Ms[redacted] application had concerns with the documents she submitted to
substantiate her income. While
attempting to address this concern we thought it was beneficial to notify Ms
[redacted] of this development. Hence, the
June 12, telephone conversation referenced in the complaint. As already indicated above, we are happy to
report that the issue has since been resolved to Ms[redacted] satisfaction.
Thank
you again for bringing this complaint to our attention. If you have any questions or concerns, please
do not hesitate to contact me at 770-792-4750, extension
Sincerely,
[redacted]
[redacted]

July 14,
[redacted]
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted]
[redacted] VIN: [redacted] ("the
Vehicle")
Dear Mrs
[redacted],
Thank you
for forwarding the complaint received in your office from [redacted] regarding
the Vehicle transferred to CarMax of Albuquerque, NM ("CarMax") on May 27,
In the complaint, Ms[redacted] states that on May 27, 2016, she completed a
finance application for the Vehicle and paid to have it transferred. She explains there was a delay in having the
Vehicle transferred, which resulted in the expiration of a favorable finance
offer. Ms[redacted] would like for CarMax
to honor the original finance offer, which she received on or around May 27,
CarMax has
assisted Ms[redacted] with obtaining approval for the original financing offer,
and is happy to report that she has since purchased the Vehicle
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 [redacted] ext
[redacted]
Sincerely,
Jennifer
L[redacted]
Analyst,
CarMax Customer Relations

April 2,
class="MsoNormal" "line-height:12.0pt">
Revdex.com Serving
Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond,
VA
RE: Consumer
Complaint of [redacted]
Dear
Sir/Madam:
Thank you for sharing
Ms[redacted]'s complaint with us and providing us the opportunity to
respond. We are happy to inform you that
this matter has been resolved.
We had a telephone
call with Ms[redacted] on March 24, 2015.
Ms[redacted] indicated during that phone call that she recently learned
that the error in question resulted from her bank and that she no longer
disputed her account balance.
Thank you for bringing this matter to our
attention. If you have any questions or
concerns, please feel free to contact me at [redacted], extension [redacted].
Sincerely,
[redacted]
Paralegal
CarMax Auto Finance
Copy: [redacted]

June
[redacted], Operations Supervisor
"">Revdex.com
Moorefield Park Drive, Suite
Richmond, Virginia
Re: [redacted], Complaint #[redacted]
[redacted], VIN [redacted] (the "Vehicle")
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of Winston-Salem, North Carolina ("CarMax"), on April, 2014. In his complaint, [redacted] cites multiple repair needs and extended repair times. Additionally, he indicates ongoing concerns with tire and brake noise, and requests the repair and replacement of components related to those concerns. Finally, he requests reimbursement of a payment made to his finance company
Shortly after the date of his complaint, [redacted] scheduled another service appointment at CarMax, during which time the Vehicle's tires and brake booster were replaced to address the mechanical concerns. Additionally, a cosmetic issue that occurred as a result of a previous repair was addressed through a local [redacted] dealer. [redacted] has since taken possession of the Vehicle, and CarMax believes these concerns to be fully resolved at this time. Regarding [redacted] request for reimbursement, CarMax declines that request as set forth in his complaint
CarMax regrets the inconveniences that [redacted] reported regarding the condition and servicing of the Vehicle, and greatly appreciates the opportunity to resolve the issues and respond. If you have any questions, please contact me directly at [redacted] ext[redacted]
Sincerely,
[redacted]
CarMax Customer Relations

May 6,
"">
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond, VA
RE: Consumer
Complaint of [redacted]
Dear Sir/Madam:
Thank you for sharing MsCathy
[redacted]'s complaint and providing us with the opportunity to respond. Ms[redacted] acknowledges that she applied for
credit with CarMax Auto Superstores, Inc(our "Dealer Affiliate") to finance
the purchase of a vehicleMs[redacted] alleges, as a result, she incurred inquiries
on her credit file and her credit score has been negatively impactedAccordingly, Ms[redacted] requests that we contact
the credit reporting agencies to request the deletion of the inquiries
We informed our Dealer
Affiliate of Ms[redacted]'s complaint and requested information regarding Ms
[redacted]'s credit application and transaction history. Based on our review of the information
provided, it is our position that Ms[redacted]'s complaint lacks merit and we
cannot provide the resolution she desires
Our Dealer Affiliate's
records reflect that, on July 21, and July 22, 2014, Ms[redacted]
visited our Dealer Affiliate's store in Hillside, Illinois. On these visits, Ms[redacted] agreed to submit
separate joint credit applications with MsMonica [redacted] to finance the
purchase of a Mazda [redacted]. These
applications were reviewed by a total of financial institutions and the
[redacted]s ultimately accepted a credit offer from [redacted] to purchase the
vehicle
Prior to submitting her credit applications, and as it does for
each of its applicants, our Dealer Affiliate presented Ms[redacted] with
an opportunity to review and agree to its Credit Application Terms and
Conditions ("Consent Form"). Among other
things, the Consent Form authorizes our Dealer Affiliate and its finance
sources (including, CarMax Auto Finance) to "use your credit reports and verify
your application information." Ms[redacted] agreed to and signed a Consent Form for
each application and they are attached to this response
Lastly, with respect to Ms[redacted]'s assertion
that her credit score dropped points because of her credit applications and
the resulting inquiries, this is inconsistent with our understanding of how
credit reporting agencies treat such inquiriesWe encourage Ms[redacted] to
review Experian's FAQs on this topic which can be found at:
http://www.experian.com/credit-education/score-faqs.html. These FAQs explain that multiple inquiries
for the purchase of a financial product (e.g., an auto loan) within a short
period of time such as days is treated as a single inquiry and have little
to no negative impact to a credit score.
This is consistent with an explanation provided by the Consumer
Financial Protection Bureau, which can be found at:
http://www.consumerfinance.gov/askcfpb/763/can-shopping-loan-have-effect-my-cred...⇄ Since Ms[redacted]'s applications were
submitted over the course of days, the resulting inquiries should have had
little to no impact to her credit score, much less a decrease of
points.
If Ms[redacted] has any
further questions or concerns regarding our explanation, she is welcome to
contact me by phone at [redacted] or by email at [redacted]. Thank you for bringing Ms[redacted]'s
complaint to our attention. If you need
any additional information, please do not hesitate to contact me directly at
the contact information provided above
Sincerely,
Brent A[redacted]
Operational Compliance
Manager
CarMax
cc: Ms[redacted]
Enclosures

October 27,
",sans-serif>
[redacted]
Moorefield Park Drive, Suite
Richmond, Virginia
Re: [redacted]
Complaint ID [redacted]
[redacted]
Dear Mrs[redacted]:
I am writing you in response to your letter dated October 8, regarding
the Vehicle purchased from the CarMax store located in Savannah, Georgia
("CarMax") on or about April 17, 2015.
Ms[redacted] mentioned in the complaint that CarMax should have disclosed
that the Vehicle had been in an accident prior to it being sold to her
After receiving this complaint, CarMax called Ms[redacted] on or
about October 21, to invite her to bring the Vehicle in to have it
inspected for any prior accident damage.
Ms[redacted] informed CarMax that a tree had recently fallen on the hood
and front bumper of the Vehicle; however, she advised CarMax that she was still
interested in having them inspect the Vehicle
CarMax completed a visual inspection of the Vehicle on or about
October 21, and determined that the Vehicle showed no signs of damage related
to impact prior to the date of sale. However,
CarMax's records did indicate that touch up paint was applied to the front
bumper and passenger quarter panel of the Vehicle prior to it being sold to Ms
Winters
Ms[redacted] was appreciative of CarMax's offer to inspect the
Vehicle and elected to file a claim through her insurance provider in order to
repair the damages caused by the tree fall incident
CarMax appreciates the opportunity
to respond to this complaint and considers this matter closed
Please contact me at [redacted] extension [redacted] with any
questions you may have
Sincerely,
[redacted]
Analyst, Customer Relations

January 29th,
[redacted], Operations Supervisor
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted] (VIN:
[redacted] the "Vehicle")
[redacted]
Dear Mrs
[redacted],
Thank you for forwarding the
complaint received in your office from Mr[redacted] regarding his purchase of
the Vehicle from CarMax of Southlake, GA ("CarMax") on August 26th,
In his complaint, Mr[redacted] requested a refund on depreciated value of
the Vehicle based on Mr[redacted]'s belief that the Vehicle was previously
involved in an accident
At the time of purchase, CarMax
provided Mr[redacted] with a vehicle history report for the VehicleThere were
no accidents listed at that timeCarMax inspected the Vehicle with Mr
[redacted] in approximately the beginning of January CarMax found no
evidence of any accident damage on the VehicleAdditionally, CarMax reviewed
multiple vehicle history reports with Mr[redacted] and found no accidents listed
There was also no frame or flood damage present on the Vehicle, which CarMax
guarantees at the time of sale
CarMax explained to Mr[redacted]
there has been no depreciation on the value of the Vehicle outside of routine
usage
CarMax will not be offering any
refund for lost value which Mr[redacted] referencesIn the event Mr[redacted]
would like to sell the Vehicle, CarMax would be happy to complete an appraisal
In
the event Mr[redacted] has any questions about this, he may contact me at
1-800-519-1511, ext[redacted]
Thank you for providing CarMax the
opportunity to respond to this matter
Sincerely,
Curt
[redacted]
Analyst,
CarMax Customer Relations