CarMax , Inc.

November 4,
"">[redacted] Operations Supervisor
Revdex.com
[redacted]
[redacted]
RE: [redacted]
[redacted])
Dear [redacted]:
We will be responding through the [redacted] channel related to this complaintIf there are any further questions, please let us know at CarMax Customer Relations
Sincerely,
[redacted]
Analyst, CarMax Customer Relations

March 25,
",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]'s complaint and
providing us the opportunity to respond.
In sum, Ms[redacted] claims that her September payment was not over
days past due as reflected on her credit file. After a careful review of Ms[redacted]'s account,
we disagree.
Our records reflect that we received Ms[redacted]'s September
payment (which was due on September 9th) on October 10, 2015. At this time, Ms[redacted]'s account was
days past due contrary to her assertion in her complaint.
Though the credit information being disputed by Ms[redacted]
is accurate, we believe that the unique circumstances of her case (which is
further elaborated below) justify the deletion of the credit information in
question
In the interest of customer service, we typically inform
customers that are experiencing some difficulty in making a payment that, to
avoid negative credit information reporting, they must make the payment on or
before their next due date. It appears
that Ms[redacted] was attempting to make the September payment on her next
due date - October 9th.
Unfortunately, due to time zone differences, the payment that Ms[redacted]
made on October 9, 2015, at 11:PM, Standard Time, was received (according to
our records) on October 10, 2015, at 12:AM, Eastern Time. As a result, our reporting accurately reflected
that Ms[redacted]'s account was over days past due when she made her September
payment
We have
requested the national credit reporting agencies to delete the negative
credit information associated with Ms[redacted]'s September payment. It may take up to days for this update to
reflect on Ms[redacted]'s credit file
Thank
you, again, for bringing this complaint to our attention and for the
opportunity to provide this explanation.
If you have any questions or concerns regarding this matter, please contact
Curtis Potts at (770) 792-4750, extension [redacted]
Sincerely,
Brent A[redacted]
Operational Compliance
Manager
CarMax Auto Finance
cc: [redacted]
[redacted]

January
26,
[redacted], Operations Supervisor
",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 she
purchased from CarMax of Fort Worth, Texas ("CarMax") on February 3, 2015. In her complaint, Ms[redacted] states that the
Vehicle has been in for service three times since purchase. She states that she would like CarMax to buy back
the Vehicle
On approximately May 6, 2015, Ms
[redacted] brought the Vehicle to CarMax for an engine light concern. CarMax sublet the vehicle to Lone Star
Bavarian, where the harmonic balancer was replaced. The repair was covered by an extended service
plan.
On approximately July 27, Ms
[redacted] brought the vehicle to CarMax for an overheating concernCarMax sublet
the vehicle to [redacted], where the water pump and thermostat were
replaced. The repair was covered by an
extended service plan
On approximately October 28, 2015,
Ms[redacted] brought the vehicle to CarMax for a clutch concern. CarMax advised that clutch failure is
considered maintenance and is not covered by the extended service
plan. CarMax offered to diagnose the
vehicle. Ms[redacted] declined. Ms[redacted] then had the vehicle appraised. CarMax offered $8,for the Vehicle. Ms[redacted] declined to sell the Vehicle
Ms[redacted] states that she would
like CarMax to buy back the Vehicle.
CarMax is not able to do this as the Vehicle is outside CarMax's 5-Day
Money Back Guarantee. CarMax is happy to
diagnose any current service concerns on the Vehicle, and complete needed
repairs. If Ms[redacted] would like to
sell the Vehicle, CarMax is glad to complete another appraisal
If Ms[redacted] has any additional
questions, she may contact me at 1-800-519-ext[redacted]
Sincerely,
Jennifer
[redacted]
Analyst,
CarMax Customer Relations

February 12th,
"margin: 0in 0in 0pt;">
[redacted]
Revdex.com
[redacted]
RE: [redacted]
[redacted] (the "Vehicle")
Dear [redacted]
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the [redacted] ("CarMax") on March 24th, 2013. In her complaint, [redacted] shares her frustrations with the on-going repair concerns with the Vehicle. Due to her frustrations, she is requesting that CarMax exchange the Vehicle for a different vehicle with no additional money out of her pocket while keeping her payments the same
CarMax's research shows no repair history with CarMax since the purchase of the Vehicle and the Senior Management Team at CarMax was unaware of [redacted] concerns prior to receipt of her complaint. [redacted] is invited to contact the [redacted] of CarMax ([redacted]) to discuss her concerns and what options are available to assist
Thank you for providing CarMax an opportunity to respond
Sincerely,
[redacted] CarMax

April 7,
[redacted], Operations Supervisor
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted]
VIN: [redacted] (the "Vehicle")
Dear Mrs
Mann,
Thank you for forwarding the
complaint received in your office from [redacted] regarding the Vehicle
purchased from CarMax of Clackamas ("CarMax") on March 12, In his
complaint, Mr[redacted] states that a third party body shop found recent
collision repairs on the Vehicle. Mr
[redacted] states these repairs were completed prior to his purchasing the Vehicle,
and describes the repairs as "sub-standard".
Mr[redacted] requests that an independent body shop "re-do" the repairs at
CarMax's expense
CarMax professionally reconditions
and inspects each of its vehicles.
Nonetheless, CarMax wants Mr[redacted] to be satisfied with the cosmetic
quality of his vehicle, and is happy to cover the cost of repairs completed at
the independent body shop
As of April 7, 2016, the independent
body shop is completing repairs on the Vehicle.
CarMax is in daily communication with Mr[redacted] in regards to the
completion of the body work
If Mr[redacted] has any additional
questions, or would like to discuss this concern further, he may contact me at
1-800-519-ext[redacted]
Sincerely,
Jennifer
L[redacted]
Analyst,
CarMax Customer Relations

June 2,
[redacted]
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted]
VIN: [redacted]
Dear Mrs
[redacted],
Thank you
for forwarding the complaint received in your office from Eric [redacted] regarding
the Vehicle purchased from CarMax of [redacted] ("CarMax") on April 13,
In the complaint, Mr[redacted] states that a [redacted] dealership recommended the
Vehicle's front brakes be replacedMr[redacted] also mentions a concern with the
one of the Vehicle's tires
CarMax
wants Mr[redacted] to be comfortable and confident in the Vehicle he purchased,
and has replaced the Vehicle's front brakes.
CarMax management has also been in contact with Mr[redacted] in regards to
assisting with the cost of a tire replacement
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

June 30,
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]'s complaint with us and providing us the opportunity
to respond. Mr[redacted]'s concern stems
from the number of inquiries on his credit file as a result of the credit
applications he submitted on December 2, 2014.
Our records reflect the following as it relates to Mr[redacted]'s credit
application:
On December 2, Mr[redacted]
submitted four credit applications to finance the purchase of at two
separate vehicles.
Before we obtained Mr[redacted]'s
credit report, he executed a Credit Application Consent Form ("Consent
Form") agreeing and authorizing that: (a) we could "forward the
application to any financial institution" to evaluate whether the
financial institution will purchase and service any resulting retail
installment contract, and (b) "multiple financial institutions will
separately obtain and review consumer credit reports" on the
applicant(s). A copy of the Consent
Form is enclosed.
Mr[redacted]'s credit application
received declines and offers.
This information was shared with Mr[redacted] and he elected to
accept the offer he received from [redacted]
The
above facts directly contradict Mr[redacted]'s statement in his complaint that
he was not aware that multiple financial institutions would review his credit
application. Further, Mr[redacted]'s
allegation that the multiple inquires has significantly lowered his credit
score is untrue. Below is an excerpt from the
blog post of the Consumer Financial Protection Bureau dated September 16,
regarding credit inquires:
Any
change to your credit score from shopping will be a minor price to pay for
getting the best deal on a car, mortgage, or student loanIf you have a great
credit history, shopping around may have no impact on your credit score at all
And even if your credit history is less than stellar, the impact from shopping
around for a loan is likely to shave off between one and five pointsOn a
typical credit score of around that's not likely to affect you much,
especially when you compare that to the hundreds or even thousands of dollars
you could save by finding a better interest rate on a loan. For specific types of loans – auto, mortgage,
and student loans – credit scoring models are also designed to take shopping
for a loan into accountLet's say you are looking around for an auto loan and
you authorize five lenders to check your credit scoreAll those credit checks
– the industry calls them "inquiries" – should either count as zero or one
inquiry, if the inquiries are made in a short period such as fourteen days
We
have also enclosed a print-out from the FAQ page from Experian's website that specifically
addresses the impact of multiple credit inquires when shopping for an auto
loan. We hope that this explanation
addresses Mr[redacted]'s concern
Thank
you again for bringing this complaint to our attention. However, given the facts of this case, we
cannot provide Mr[redacted] with the relief he seeks. If you have any questions or concerns, please
do not hesitate to contact me at [redacted], extension [redacted]
Sincerely,
[redacted]
Paralegal
CarMax
Enclosures
CC: [redacted]

January
15,
"Times New Roman","serif";">[redacted]
RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted] (VIN: [redacted] (the "Vehicle"))
Dear
Mrs[redacted],
Thank you for forwarding the
complaint received by your office from Mr.[redacted] regarding the Vehicle
purchased from the CarMax of [redacted] ("CarMax") on October 17th,
In his complaint, Mr[redacted]s shared concerns of bent rims on the Vehicle
CarMax was aware of the concerns Mr[redacted] brought forth prior to receiving this complaintMr[redacted] communicated
with the Location General Manager of CarMax on November 15, At this time
Mr[redacted] was informed that CarMax would service any repair concerns that had
arisen with his vehicle within his 30-day limited warranty
CarMax did inspect the rims on
December 2nd, when Mr[redacted] was informed the rims met CarMax
standardsAt this time, the tires were also balanced
In
an spirit of customer service, CarMax offered to replace the rims for Mr[redacted]
at costMr[redacted] declined this offerIn the event Mr[redacted] has any further
concerns with the rims on the Vehicle those repairs would be at the expense of
Mr[redacted]
Thank you kindly for providing
CarMax the opportunity to respond to this matter
Sincerely,
[redacted]
Analyst,
CarMax Customer Relations

December
14,
[redacted], Operations Supervisor
",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] regarding her purchase of the
Vehicle from CarMax of Ellicott City, MD ("CarMax") on September 18th,
In her complaint, Ms[redacted] alleges that she was misled at the time of
purchase of the Vehicle regarding the history and therefore requests that CarMax
initiate a full refund of her purchase price
Ms
[redacted] states in her complaint that CarMax "uses [CarFax] as a marketing
tool...," which is untrueCarMax 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-free
CarMax
provides an AutoCheck vehicle history report on each vehicle available for sale
so that the customer is aware of all available information prior to purchaseThere
were no accidents listed on the AutoCheck report at the time of sale
CarMax
will not be offering a full refund of the Vehicle as any available return
period has expiredIf Ms[redacted] is still in possession of the Vehicle and would
like to sell it, CarMax would be happy to appraise itIn the event Ms[redacted]
has any further questions, she is welcomed to contact me at 1-800-519-1511,
ext
Sincerely,
Curt
D[redacted]
Analyst,
CarMax Customer Relations

May 11,
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 06/28/(the
"Contract")
[redacted], VIN: [redacted]
(the "Vehicle")
Account No[redacted]
Dear
Sir/Madam:
Thank
you for sharing [redacted]l's complaint and providing us the opportunity to
respond. First, Mr[redacted] is concerned
about the communication our repossession vendor had with his relatives while attempting
to locate and repossess the Vehicle Second,
Mr[redacted] would like us to cease our collection efforts in exchange he will commit
to making monthly payment of $until his account balance is resolved Following is our response to Mr[redacted]'s
concerns
Mr
[redacted] executed the Contract to finance the purchase of the Vehicle from CarMax
Auto Superstores, Incour motor vehicle Dealer Affiliate on June 6, Mr[redacted]'s first payment of $was due
on August 12, 2014. Our records reflect
that we did not receive Mr[redacted]'s first payment of $until December 31,
2014. At this time, Mr[redacted]'s first
payment was already days past due.
On January 31, Mr[redacted] made payment of $1,and promised to
resolve the delinquency on his account by February 15, 2015. After this payment, Mr[redacted]'s account was
due for the October, November, December and January payment. Despite the extent of the delinquency on Mr
[redacted]'s account, we agreed to suspend our repossession efforts to accommodate his
request for additional time to resolve his outstanding account balance. To date, we have received no further payment
from Mr[redacted]. Accordingly, on February
17, we resumed our efforts to locate and recover the Vehicle. We have also accelerated or charged-off Mr
[redacted]'s account balance; meaning that the entire balance is now due and payable
in full
Further
to the above, we cannot accept Mr[redacted]'s request that we allow him to retain
the Vehicle in exchange for a monthly payment of $1000.00. Rather, we will accept a lump sum payment of
$5,which represents the total installment due from October through
May 2015. Upon receipt of this lump sum
payment, we will reverse the charge off and allow Mr[redacted] to continue making
his monthly payment of $going forward.
Regarding
Mr[redacted]'s allegation against our repossession vendor, we obtained a statement
from the repossession vendor that was assigned to repossess the Vehicle. He admits making contact with the individuals
mentioned in Mr[redacted]'s complaint as his tried to locate the Vehicle. However, he disputes the accuracy of Mr
[redacted]'s statement regarding his interaction with these individuals. Specifically, the repossession vendor denies
threatening to repossess a vehicle that belonged to Mr[redacted]'s father and
mother and also denies that he threatened to knock down the garage door of Mr
[redacted]'s mother-in-law.
We
expend considerable time and effort in selecting and onboarding our
repossession service providers. In
addition we maintain adequate oversight over their activities through routine
monitoring and audits. Our records do
not reflect any compliance deficiency associated with the repossession vendor
concerned. Additionally, our records do
not reflect any other complaint filed against this repossession vendor in the
last months Regarding the voicemail
that Mr[redacted] references in his complaint, we ask that Mr[redacted] provide us with
a copy of the recording so we can investigate this matter further. Mr[redacted] can contact me at [redacted] to
discuss the most expedient way to provide this information to us.
In
the meantime, we, again, thank
you for bringing this matter to our attention and affording us the opportunity
to provide this explanation. If you have
any further questions or concerns, please feel free to contact me at the number
provided above
Sincerely,
[redacted]
Paralegal
CarMax Auto Finance
CC: [redacted]l

May 15,
[redacted],
Operations Supervisor
"margin-bottom: 0.0001pt;">RevDex.com
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Ms[redacted]
Complaint ID: [redacted] (the "Vehicle"),
VIN: [redacted]
Dear Ms[redacted]:
I am writing in
response to your letter dated April 29, regarding the Vehicle purchased
from the CarMax store located in Columbia, South Carolina ("CarMax") on or
about October 20, 2014. Ms[redacted]
requested in the desired settlement for CarMax to reimburse her any amount that
she paid to have all four tires replaced on the Vehicle
Ms[redacted]
mentioned in the complaint that she had to take the Vehicle to a third part
dealership to address a tire concern on or about April 25, 2015. According to the complaint, the third party dealership
inspected the tires and determined that all four needed to be replaced due to
them being dry rotted. Ms[redacted] authorized
the repairs at the dealership and contacted CarMax thereafter to seek
reimbursementHowever, due to CarMax not being given the opportunity to
inspect the Vehicle prior to the work being completed at the dealership, CarMax
declined Ms[redacted]' offer but offered her a $service voucher to use towards
any service-related concern. Ms[redacted]
declined the offer
If Ms[redacted]
reconsiders this offer and would like to accept, CarMax encourages her to
contact the Service Department directly at [redacted]
CarMax appreciates the opportunity to respond to this complaint
Please contact me at [redacted] extension [redacted] with any questions you may have
Sincerely,
[redacted]
Analyst, Customer Relations

September
28,
[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 Burbank, CA ("CarMax") on August
24, In the complaint Mr[redacted] states that CarMax agreed to return
the Vehicle and issue a refund on the down payment, but is requesting
additional relief in the form of compensation for specialized plates, fuel and
time lost from work
After
Mr[redacted] informed CarMax of some service concerns with the Vehicle,
CarMax offered to complete the needed repairs under the 30-Day Limited Warranty,
or to return the Vehicle, as a gesture of customer service. On or around September 26, 2016, Mr
[redacted]'s wife, who is the primary owner of the Vehicle, returned the
Vehicle, as an acceptance to CarMax' gestureA refund check for the down payment
was overnight to the [redacted]'s on September 27, 2016. Considering these details, and the fact that
CarMax offered this gesture outside of their 5-Day Money-Back Guarantee, CarMax
declines to offer the additional relief Mr[redacted] requests
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

November 6,
"MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal">
VIA ELECTRONIC MAIL
[redacted], Operations Supervisor
Revdex.com Serving Central Virginia, Inc
[redacted]
Re: Complaint ID[redacted]
Dear [redacted]:
I am in receipt of the complaint that was filed by [redacted], on October 20, 2014, regarding a [redacted] (the "Vehicle"), VIN[redacted], that was purchased from CarMax in[redacted], [redacted] ("CarMax") on or about August 1, 2011. During the sale of the Vehicle, [redacted] purchased an Extended Service Plan ("Maxcare") that expires July 13, or 125,miles, whichever comes first
[redacted] brought her Vehicle in for service on or about August 11, for 30-day limited warranty repairs. CarMax replaced the hubcaps and gas cap at no chargeThe Vehicle was serviced again on or about August 14, for a check engine lightCarMax replaced the fuel pump at no charge to under the 30-day limited warrantyTwo years later, on or about January 7, the Vehicle was brought to CarMax for service with a check engine light. CarMax diagnosed the Vehicle with a failed catalytic converter, which is a not a covered component through Maxcare CarMax provided [redacted] an estimate and she declined the repairs, but paid the diagnostic fee of $The Vehicle was brought in for service on or about December 26, regarding a check engine lightCarMax diagnosed the Vehicle with a failed transmission sensor and a failed catalytic converter. CarMax also found transmission mounts that had failed, unrelated to the check engine light. Maxcare covered the transmission mounts and the sensor failureWe provided another estimate to [redacted] and she declined the catalytic converter repair. [redacted] paid the deductible of $during this visit
[redacted] returned on or about June 10, with an engine jumping sensation. CarMax diagnosed the concern with failed engine mounts. CarMax diagnosed the engine mounts at no expense to [redacted]. She returned on or about June 16, and engine mounts were installed and CarMax provided her with a loaner vehicleShe returned for service on or about June 25, with a concern that the front suspension was making noise and a check engine light concernWe diagnosed the noise as failed control arms and the check engine light as a transmission problem. CarMax sent the Vehicle to the [redacted] dealer for an internal failureThe dealer had the vehicle for twenty eight days for the repairWe provided a loaner to her and she paid her $deductible[redacted] picked up her vehicle on or about July 30, 2014. While driving on the highway the engine failed on or about August 11, CarMax provided her a loaner vehicle on or about August 11, 2014. Maxcare has covered the engine replacement expenseThe engine is being serviced by a vender and they have installed three defective used enginesWe have contacted the engine vender and they have agreed to replace the engine with a remanufactured engine, not a used engineThis engine will come with a three year, unlimited mileage warrantyThe engine installation was scheduled to be completed on Monday November 3,
CarMax appreciates the opportunity to respond to this complaint. However, CarMax is declining the settlement as set forth in the complaint
Sincerely,
[redacted]
SrAnalyst, Customer Relations

October 15,
"margin: 0in 0in 0pt; line-height: normal;">VIA ELECTRONIC MAIL
[redacted]
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive, Suite
Richmond, VA
[redacted]
Dear [redacted]:
I am in receipt of the complaint that was filed by [redacted] on September 25, 2014, regarding [redacted] (the "Vehicle"), [redacted], that was purchased from CarMax in [redacted] on or about October 1, 2013. [redacted]'s complaint is regarding vehicle repairs
CarMax has serviced the Vehicle and completed necessary repairs that were approved by [redacted]. [redacted] has been in contact with the Omaha location, and has been provided some options to resolve her concern. CarMax previously waived multiple deductibles on or about April 10, 2014, August 29, 2014, and September 24, for repairs completed as a gesture of goodwill. [redacted] was provided an appraisal on or about September 24, 2014, the Vehicle has an additional 35,miles since purchase and has some unaddressed damages.
The options presented and available are as follows:
· The Vehicle may be brought in for another appraisal if [redacted] would like to sell the Vehicle to CarMax
· If [redacted] elects to make repairs to damages on the Vehicle, it may favorably impact the appraisal value of the vehicle
· [redacted] may schedule an appointment with CarMax service for any repairs that she would like to address, any repairs that are not covered by [redacted] will be her responsibility
CarMax appreciates the opportunity to respond to this complaint. CarMax has presented the options available to [redacted]. If you have any questions, please contact me directly at [redacted] extension[redacted]
Sincerely,
[redacted]

March 20,
[redacted] Revdex.com
"margin-bottom: 0.0001pt;">Moorefield Park Drive Suite
Richmond, VA
Re: MRS[redacted]
Dear Mrs[redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Mrs[redacted] regarding the [redacted]
(the "Vehicle") that was purchased on or about July 10, from the CarMax
store located in Lexington, Kentucky ("CarMax"). In this complaint, Mrs[redacted] is requesting CarMax
exchange the Vehicle with another [redacted] with all-wheel drive and
transfer all purchased accessories to the new vehicle at no cost to Mrs
[redacted]
CarMax is aware of the concern and is currently working with
Mrs[redacted] to resolve the settlement request as set forth in the complaint. Mrs[redacted] should continue to work with Chris
Nichols, Location General Manager in reference to the complaint. [redacted] can be contacted directly at [redacted] ext[redacted]
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at [redacted], extension [redacted], if you
have any questions
Sincerely,
[redacted]
Analyst, Customer Relations

June 11,
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]'s complaint and providing us the opportunity to
respond. Ms[redacted] is unhappy that we
declined to sell her a vehicle. Our
records reflect that we declined to sell Ms[redacted] a vehicle because Ms
[redacted] provided us with a fraudulent document to prove her income. The relevant facts are as follows:
§ On May 16, 2015, we received a telephone
call from a third-party requesting to submit a credit application on behalf of
Ms[redacted]. Before obtaining a copy of
Ms[redacted]'s credit report, we asked to speak to Ms[redacted] and we obtained her
consent
§ Ms[redacted]'s application was
approved on the condition that she substantiates the income she disclosed on
her credit application. Ms[redacted]
informed us that she would come to the store at 8:PM the same day to finalize
the transaction
§ We requested and Ms[redacted] faxed
to us a copy of her pay stub to substantiate her income.
§ Following our review of the pay
stub, we concluded that the document was fraudulent. Based on this finding, we contacted Ms
[redacted] and informed her that we have decided not to conduct business with her
We,
again, thank you for bringing this matter to our attention. However, we cannot provide Ms[redacted] with
any relief. If you have any questions or
concerns, please feel free to contact me at [redacted], extension [redacted].
Sincerely,
[redacted]
Paralegal
CarMax
CC:
[redacted]

October 14,
",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. After reviewing Ms[redacted]
complaint it is our understanding that she would like to voluntarily surrender her
vehicle because she continues to experience mechanical issues and her vehicle
service repair agreement has expired. Although
this issue relates primarily to Ms[redacted] experience with our dealer affiliate,
CarMax Auto Superstores ("Dealer Affiliate"), we will, nonetheless, attempt to address
her concerns.
For
background, on December 6, 2014, Ms[redacted] financed the purchase of a [redacted] ("Vehicle") and an optional vehicle service contract ("ESP") from
our Dealer Affiliate. The Vehicle at the
time of purchase had 72,milesMs[redacted] and our Dealer Affiliate
executed a retail installment sale contract, which was subsequently purchased
by and assigned to us – CarMax Auto Finance.
Based on
the service history outlined below, it is out conclusion that Ms[redacted]
complaint is without merit
§ On December
22, 2014, Ms[redacted] took the Vehicle to our Dealer Affiliate because the
check engine light was onOur Dealer Affiliate determined that the light was
on because it had not been reset after the last routine oil change. This issue was immediately addressed at no
cost to Ms[redacted]
§ On June
6, 2015, Ms[redacted] did not show up for a service appointment she had
scheduled for a routine oil change
§ On
November 3, 2015, Ms[redacted] did not show up for a service appointment she had
scheduled because the Vehicle's check engine light was on
§ On July
13, 2016, Ms[redacted], again, did not show up for a service appointment she had
scheduled because of a broken engine belt
§ On August
23, 2016, Ms[redacted] towed the Vehicle to our Dealer Affiliate in West Sahara,
Nevada because the Vehicle's check engine light was on, the Vehicle would not
start and the key was stuck in the ignition.
With Ms[redacted]' s permission, our Dealer Affiliate towed the Vehicle to
[redacted] for a diagnostic assessment.
[redacted] determined that the Vehicle's engine had failed and our
Dealer Affiliate relayed this information to Ms[redacted]. Our Dealer Affiliate also informed Ms
[redacted] that the repairs would not be covered under her ESP because it had
expired At the time, the Vehicle had
been driven over 105,miles. Ms
[redacted] requested our Dealer Affiliate to tow the Vehicle back to their West
Sahara location.
§ On
September 20, 2016, Ms[redacted] sent an email to our Dealer Affiliate requesting
to voluntarily surrender the Vehicle.
This will
confirm that we have taken possession of the Vehicle. However, we will hold the sale of the Vehicle
until sometime after October 28, 2016, to allow time for Ms[redacted] to decide
if she would like to repair the Vehicle.
After this date, we will commence the disposition process. If we sell the Vehicle, we will apply the
proceeds to Ms[redacted] outstanding balance.
Ms[redacted] will be responsible for any balance that remains after we
apply the sale proceeds to her accountHowever, if there is a surplus, we will
send Ms[redacted] a refund check
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]

May 16,
"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 April 30, 2014, regarding a [redacted] (the "Vehicle"), VIN [redacted], that was purchased from CarMax in Glencoe, Illinois ("CarMax") on or about April 5, 2014.
CarMax in Glencoe was not aware of [redacted] dissatisfaction with the Vehicle until receipt of this complaint. As a gesture of goodwill, [redacted] may exchange the [redacted]. If she wishes to exchange the Vehicle, she is may contact [redacted], Location General Manager at [redacted], extension within days of receipt of this response
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please contact me directly at [redacted] extension [redacted]
Sincerely,
[redacted]
SrAnalyst, Customer Relations

November 22,
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">
[redacted],
Operations [redacted]
Moorefield Park Drive, Suite
Richmond, Virginia
Re: [redacted]
Complaint ID: [redacted] (the "Vehicle"), VIN: [redacted]
Dear Ms[redacted]:
Thank you for forwarding the complaint
dated November 6, regarding the Vehicle purchased from the CarMax store
located in Riverside, California ("CarMax") on or about October 18, In
the complaint, Mr[redacted] expresses concern regarding the written appraisal
offer he received from CarMax for the Vehicle, as well as indication of airbag
deployment, per a [redacted] Vehicle History ReportHe requests that CarMax
contact him and offer consideration by adjusting the offer he previously
received
CarMax's records indicate that Mr
[redacted] visited on or about November 5, to have the Vehicle appraisedWhen
completing every appraisal, CarMax takes into consideration a number of factors
which may impact the written offerThe Buyer completing Mr[redacted]
appraisal noted major damage on the left side of the Vehicle, including: the
tail light, the tail light assembly, the truck bed, the deck lid, and the rear
bumperAdditionally, the right side of the Vehicle had damage to both the rear
door and the cabinThe Vehicle's headliner was noted as needing replacement
and the damage on the driver's side thigh bolster would require significant
upholstery work
While taking a test drive during the
appraisal, multiple concerns with the Vehicle's transmission were evidentMr
[redacted] was asked immediately after the test drive if he had noticed issues
with the Vehicle's transmission, which he confirmedFollowing this
conversation, Mr[redacted] received CarMax's written offer for the Vehicle of
[redacted]It is noted that Mr[redacted] requested that the written offer be
increased to [redacted]It was expressed to him that the offer for the Vehicle would
remain as originally presented to him, as CarMax's appraisal offers are
no-haggle
An [redacted] Vehicle History Report generated
on November 22, lists one accident, reported October 15, 2016, during Mr
[redacted] ownership of the VehicleThe [redacted] Vehicle History Report indicates
an accident with airbag deployment and accident, reported on March 3, 2008, and
a second accident (without airbag deployment), reported July 16, 2016, after
Mr[redacted] had purchased the VehicleBoth of these reports are without record
of frame or flood damage, which CarMax guaranteesMr[redacted] was presented
with an [redacted] Vehicle History Report for review at the time of sale
CarMax has been in contact with Mr
[redacted] through email, in person, and online regarding the offer he received
While CarMax will be happy to assist with any additional questions Mr[redacted] has at this point, CarMax declines to adjust his written offer. Mr[redacted] is encouraged to call
CarMax Riverside at 951-324-5080, should he wish to connect further
CarMax appreciates the opportunity to
respond to this complaint. Please contact me at [redacted],
extension [redacted], with any questions you may have
Sincerely,
Kristina S[redacted]
Analyst, Executive Response Team

April 21st,
[redacted], Operations Supervisor
",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 Mr[redacted] regarding his purchase of
the Vehicle from CarMax of Salt Lake City, UT ("CarMax") on April 4th,
In
his complaint, Mr[redacted] requested a reimbursement for a charge from the
local Department of Motor Vehicles ("DMV") for a temporary license tag
Mr
[redacted] contacted CarMax after the temporary tags on the Vehicle were detached
while driving on approximately April 8th, CarMax understood
the urgency of Mr[redacted]' concern and went to the local DMV location to pick
up new temporary tags for the VehicleThese temporary tags were then given to
Mr[redacted] and he was not required to pay for their replacement
CarMax has had no further
communication with Mr[redacted] and is unaware of any charges that he may have
incurred via this concern
If
Mr[redacted] has any further questions, he is welcomed to contact myself 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