CarMax , Inc.

Revdex.com:I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted] has a class action suit against them for transmission failures.  I paid much more than just a $200 deductible using my extended warranty as I had to pay the deductible and towing expenses three times as well as make arrangements for other transportation.  The complaint was filed because CarMax indicated it was not their problem nor could they fix the transmission in their facility.  I have contacted counsel as well as Consumer Affairs, the Attorney General and [redacted].  According the Attorney General and various complaints filed against [redacted], CarMax should have never sold the vehicle as it was recalled.  I have asked [redacted] to put me in the same situation I was prior to the purchase of the [redacted].    Regards,[redacted]

January 14, 2016
[redacted],
Operations...

Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID: [redacted]
2012 [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated January 13, 2016 regarding
the Vehicle purchased from the CarMax store located in Stockbridge, Georgia (“CarMax”)
on or about October 14, 2015.
In his complaint Mr. [redacted] describes concerns relating to
inoperable speakers and unevenly worn tires, and requests that CarMax replace
the rear speakers and front tires.
CarMax’s records indicate that the service department looked into
Mr. [redacted]’s speaker concern during visits on or about November 11, 2015 and
December 17, 2015. The service department was unable to duplicate this issue on
either visit, and found the speakers operating as designed. CarMax’s records
indicate that the service department inspected the tires again at the most
recent appointment, and determined that the tread depth was still above the
minimum required by the State of Georgia and did not show signs of abnormal
wear.
While CarMax declines to replace the front tires as requested, CarMax
offers Mr. [redacted] the option to purchase tires at the discounted rate of
wholesale cost, should he wish to do so. CarMax encourages Mr. [redacted] to continue
working with the CarMax service department to diagnose the speaker concern. If
the speaker concern is duplicated at our service center, CarMax will assist
with necessary speaker system repairs. Mr. [redacted] is encouraged to contact
the Southlake service department directly at 770-506-8484, option 4, should he
wish to proceed with the options of assistance.  
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at (800)519-1511, extension [redacted]
with any questions you may have.
Sincerely,
Kristina S[redacted]
Analyst, Customer Relations

9">                                     ...⇄ February 4, 2015
 
Via Electronic Mail
 
[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
 
Re: [redacted]
 
Dear Ms. [redacted]:
 
I am writing in response to your letter which forwarded the complaint of [redacted]. On February 15, 2014, Ms. [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”) at the CarMax of [redacted], CO.  CarMax appreciates the opportunity to respond.
 
Ms. [redacted] visited CarMax with the intent to purchase a vehicle.  She provided personal and financial information necessary to complete a credit application.  This application was submitted by CarMax for review by finance companies in an effort to help Ms. [redacted] secure financing. CarMax does not make financing decision and does not access credit history. Ultimately, CarMax was successful in assisting Ms. [redacted] in making a purchase and obtaining financing.
 
If Ms. [redacted] wishes to obtain more information regarding her credit she is encouraged to contact [redacted] or one of the other credit bureaus that are available.  She may also go on online to www.myfico.com.
 
If you have any questions, please call me at [redacted], ext [redacted].
                                   
 
 
Sincerely,
[redacted]
Customer Relations Analyst

My Wife brought in our [redacted] because there was a horrendous crunching and popping noise coming from the front end. We purchased this vehicle and the extended warranty from your location in Raleigh. She was told by the service advisor that they were too busy to look at it that day and would not be able to check it out for seven days. My wife described the problem and said she thought it was unsafe to drive, never the less and appointment seven days out was the best they could offer.
As she made the 45 minute drive home she called me and told me how it went. I asked her to pull over and let me contact your dealership to try and understand what the issue was. I called and talked to another service advisor who reiterated that the vehicle could not be seen for seven days. As strange as that sounded to me told her the car was under warranty and was unsafe to drive so they should provide me with a loaner or rental until they were able to get the vehicle repaired. I was told that they could not provide a loner car and I had no choice but to wait seven days just for them to take a look.
To my further astonishment she suggested that I should take my car, which I purchased from Car Max, to the nearby [redacted] Dealer as they have more staff, can look at it quicker, and should be able to provide a loaner. I was dumbfounded that a dealership would send one of its own customers to the competitor to do exactly what they were unwilling to.
I asked to speak to the service manager, but was told she was not available. I was also asked why I would wanted to speak to the service manager as she would only tell me the same story. For the fourth time I was floored at the disrespect and complete disregard for your customers. I had to ask this service advisor three times to take my number and have the service manager call me back before she finally agreed to do so.
The service manager returned my call and true to your previous employees threat she said there was nothing they could do. She went on to tell me, you guessed it, you should bring your car to the [redacted] dealer down the street and have them look at it. It was at this point I had made up my mind that I would never step onto a Car Max lot again.
I called my wife who, if you will remember, was parked somewhere between the dealership and our home and asked her to take it to the [redacted] dealership. The [redacted] dealership was busy as well and would not be able to look at it that day. Without me having to ask she said “Let’s get you into a loner, we will check it out tomorrow and let you know what we find”.
As it turns out the driver’s front coil spring had snapped. The good news is the dealer made good on their commitment to the customer. They put my wife into a safe vehicle until they were able to correct they issue. The service department at Fred A[redacted] has won a new customer, not just for future service but for our next vehicle.

August 10, 2016
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID [redacted] (the “Vehicle”), VIN:...

[redacted]
Dear Mrs. [redacted]:
I am writing in response to your letter dated July 22, 2016, regarding the Vehicle appraised at the CarMax store located in [redacted] (“CarMax”) on or about July 22, 2016.  Based on Mr. [redacted] claim that CarMax allegedly damaged his Vehicle during their appraisal process, he is requesting that CarMax reimburse him the cost he paid to have the Vehicle towed to and repaired by his mechanic.
CarMax’s normal appraisal process consists of taking a vehicle on a one-mile test drive.  During this drive, CarMax will evaluate the vehicles performance and overall drivability.  After that is completed, CarMax will park the vehicle and inspect it for any signs of frame, flood or cosmetic damage.  Once this is done, CarMax’s Purchasing Team will provide the customer a written offer for their vehicle.  This offer is then good for a period of seven days. To highlight, this same process was followed for Mr. [redacted] Vehicle and is of CarMax’s opinion that they were not at fault for the failure noted in the complaint.
As a gesture of goodwill, CarMax offered to diagnose the Vehicle at no cost.  However, Mr. [redacted] declined this offer and had the Vehicle towed to his mechanic for diagnosis (at his expense).
CarMax later received a survey from Mr. [redacted] on or about July 25, 2016, indicating that his mechanic determined that there was a communication failure between the remote start feature and the ignition key.  However, Mr. [redacted] did not provide a cost associated with this repair, nor additional details from the mechanic stating that this was in direct relation to CarMax’s appraisal.  Therefore, in an effort to learn more, CarMax called and left a voicemail with Mr. [redacted] on about August 5th.  CarMax has not heard back from Mr. [redacted] as of today’s date.
Based on the above, CarMax is unable to provide a resolution as it pertains to this complaint, but would encourage Mr. [redacted] to contact Senior Buyer, [redacted], back at [redacted] ext. [redacted] when he has a chance to do so.
CarMax appreciates the opportunity to respond to this complaint.
Sincerely,
Nekia W[redacted]
Analyst, Executive Response Team

I recently bought a car from CARMAX, a company that been growing strong in the last few years.They might make buying a car easy, But buyer beware of this company's false tactics. We all heard about how negligent they have been in telling buyers of cars with recalls.. But I found also their so called CARMAX 125-point in quality inspection is [redacted]! I bought a used car with 36 thousand mile on it and was given a 30 warranty, a week after the 30 days the battery went completely dead.. I was told the battery was bad by two mechanics.I try to call Carmax for two days and the Carmax Manager wouldn't even return my calls .. I was stuck and had to buy a new battery. Carmax refused to make any compensation What reputable dealership would treat their customers this way ! They are all nice till after you buy a car from them, then try to get some service!
A reputable dealership won't put bad parts in a car either would they? The battery was to small for the car so it looks like they replace parts with inexpensive faultily parts, and will not help you at all if they go bad.. Carmax basically told me to [redacted] off it's a week over your 30 days...My advice to you is don't buy a car from Carmax they are not to be trusted. Buy your car form a reputable dealership who cares about their customers. And if you don't believe me Check out some of their reviews! [redacted]

...

                                      June
3, 2015
 
Via Electronic Mail
 
[redacted], Operations Team
Leader
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
 
Re: [redacted]
 
Dear Ms. [redacted]:
 
I am
writing in response to your letter which forwarded the complaint of [redacted].  On February 17, 2015, Ms. [redacted]
purchased a [redacted], VIN [redacted] (the “Vehicle”), at the
CarMax of Riverside, CA.  In her
complaint, Ms. [redacted] is requesting CarMax exchange the Vehicle or repair the
Vehicle at no cost to her.
 
Ms.
[redacted] did reach out to CarMax after an oil change had been performed by another
facility.  During that service visit, Ms.
[redacted] was advised of several concerns and stated that she was waiting on a new
sunroof since March.  A review of CarMax’s
records indicates that Ms. [redacted] had an appointment on March 11, 2015 for water
leaking from her sunroof.  CarMax
diagnosed the leak to be clogged drain lines in the sunroof assembly.  CarMax unclogged the drain lines and cleaned
the sunroof seals for surface mold. 
There was no mention of replacing the sunroof at that time.
 
Ms.
[redacted]’s other concerns were that the brakes needed replacement and an oil leak
was found.  Since these concerns were out
of CarMax’s limited 30 day warranty, CarMax offered to set up an appointment to
diagnose the concerns at no cost and offered to help with the cost of the
repairs.  An appointment was scheduled
but Ms. [redacted] failed to show for her appointment.
 
CarMax
declines Ms. [redacted]’s request as set forth in her complaint.   CarMax appreciates the opportunity to
respond to this complaint. Should Ms. [redacted] wish to pursue repairs at this
time, she is welcome to contact CarMax to schedule an appointment to have the
Vehicle diagnosed at no charge.  If you
have any questions, please call me at [redacted], ext [redacted].
                                   
 
 
Sincerely,
[redacted]
Customer Relations Analyst

May 29, 2015
[redacted], Operations...

Supervisor
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
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 Baton Rouge, LA (“CarMax”) on May
12th, 2015.
             In her complaint, Ms. [redacted] stated the
Vehicle had flood damage present at the time of her purchase. CarMax guarantees
not to sell a vehicle with flood damage. CarMax would appreciate the
opportunity to investigate further and inspect the Vehicle to confirm that
there is no flood damage and to address Ms. Washington’s concerns. Please
extend the invitation to Ms. [redacted] to contact CarMax.
She may make an
appointment for inspection with the service department at [redacted]. Ms.
[redacted] may also reach me at [redacted], ext. [redacted] with any further
questions.
            Thank
you kindly for giving CarMax the opportunity to respond to this matter.
Sincerely,
[redacted]
Analyst, CarMax Customer Relations

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], 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.]
the statements made by Carmax are false, I was never offered to have the vehicle replaced or switched as indicated by carmax. I asked repeatedly to have the vehicle switched for another vehicle. As for the claim of my vehicle being completed on Sept. 5th, this is also false, I recieved notice that my vehicle was completed and ready for pick up on sept. 9th at which time I was on a business trip. I returned on sept. 17th and made arrangements to pick up the vehicle on sept. 20th. When I arrived on 9-20-14 to pick up my vehicle it would not start. I left the vehicle and have since recieved notice on 9-23-14 that my car was again ready for pick up. Do to my work schedule I am not able to pick the car up until Saturday. All repair attempts have been unsuccessful and I continue to have mechanical problems with this vehicle. Once I pick it up again this weekend I will drive the car as normal and hope that it is repaired, my confidence in the vehicle has been diminished. I would also like to note that I have no confidence in carmax vehicles as the loaner vehicles that I was given to drive all had issues as well. One had headlights that dimmed terribly when the AC compressor would cycle, another had brakes that would shake the car so bad that it was a danger to drive, and another had a check engine light on. 
I mi would like carmax to provide a copy of the offer to switch vehicles as they claim they made one to me. As large as carmax is and a business registered with the Revdex.com, I'm sure they would have this document with my acceptance or decline and signatures. Also I would like to have carmax provide the transcript of my multiple calls to the customer relations center. 
During my my several visits to carmax I have heard many other customers complaining for similar concerns within days of their purchases. I would like to invite those customers to also file complaints with the Revdex.com, I have the contact info for several of these customers. 
Regards,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
After the appraisal where Carmax certified appraisers deemed the car to look and show well the car broke down that same night of the appraisal and has been sitting at my apartment complex for the past 2 weeks.  I am unable to use the vehicle nor have a way to even take it up to Carmax.   Carmax refuses to admit they sold me a lemon which they need to take responsibility for their faulty vehicle they sold me.  This vehicle is a perfect example of the companies attempts to dodge the problem.  They appraised the car for $3000 less than what it was sold to me for.  How can the value of a car drop over $3000 in less than 12 months?   All I wanted to do was trade the car in for another vehicle of the same price but they want to charge me the $3000 on top of the other car's value.  I'm not trying to get out of buying the car, if I didn't want a car I wouldn't have went out and bought one.  I haven't missed a payment and I understand that cars have problems but this one goes above and beyond their CQC ( Carmax Quality Control).  In the beginning they did fix stuff that was wrong with it, but there is still tons more wrong with it for a car that they said had no problems and passed their 125 point inspection.  
Regards,
[redacted]

June 16, 2015
 
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
[redacted]
Complaint ID [redacted]
 
[redacted]
 
I am writing you in response to your letter dated June 1, 2015, wherein you forwarded a complaint from [redacted].  Mrs. [redacted] requested a phone call from a [redacted] at the CarMax store located in [redacted] (“CarMax”) to discuss a previous service concern.
 
CarMax’s records indicate that Mrs. [redacted] was contacted by a [redacted] on or about June 8, 2015 to address her concerns as requested.
 
CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.
 
Please contact me at [redacted] extension [redacted] with any questions you may have.
 
Sincerely,
 
[redacted]

June 5, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
[redacted]
Thank you for forwarding the complaint [redacted] received in
your office from Mr. [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about May 14, 2015 from
the CarMax store located in [redacted] (“CarMax”) and financed
through [redacted] (“[redacted]”). 
In this complaint, Mr. [redacted] is requesting a refund of the down
payment of $1,500, the transfer fee of $249 and an auto insurance down payment
of $323.  Mr. [redacted] has requested that
the CarMax inquiries be removed from his Credit Bureau reports and an apology.
When purchasing the Vehicle, Mr. [redacted] advised CarMax he was
employed full time with his current employer since 2012.  The date after purchase, [redacted] contacted CarMax
and requested additional proof of income from Mr. [redacted] as the paystub
provided did not show full-time hours or employment longer than 6 months.  CarMax contacted Mr. [redacted] to obtain a W2
form showing his length of employment and full-time hours.  CarMax was provided with a letter from Mr.
[redacted]’s employer and that information was faxed to [redacted] on May 18, 2015.  [redacted] advised CarMax this letter was
insufficient documentation to fund the loan and on or about May 22, 2015 Mr.
[redacted] agreed to return the Vehicle. 
The Vehicle was returned by Mr. [redacted] on May 27, 2015. Funding
decisions are made by our in-house lenders and CarMax is unable to control or
amend those decisions. 
The down payment refund of $1,500 was sent via [redacted] to Mr.
[redacted] on June 2, 2015 with tracking number [redacted] and was delivered on
June 3, 2015 to his home address.  Mr.
[redacted] paid a transfer fee for the relocation of the Vehicle from Laurel,
Maryland to East Haven, Connecticut. While policy states this fee is nonrefundable,
CarMax has refunded this fee to Mr. [redacted] as a gesture of customer
service.  The check for $249 will be sent
via [redacted] to Mr. [redacted] on June 5, 2015 with tracking number [redacted] and
is scheduled for delivery on June 9, 2015.  In reference to Mr. [redacted]’s request that he
be refunded for his auto insurance down payment, active auto insurance was a
requirement of the purchase by Connecticut state law as well as the loan
contract and will not be reimbursed by CarMax. Mr. [redacted] may want to contact
the insurance company to advise he no longer has the Vehicle and inquire about
a refund for unused premiums.   
In reference to concerns with his Credit Bureau, Mr. [redacted]
can reach [redacted] directly at [redacted].  As the loan was never funded, it should not
appear on Mr. [redacted]’s credit report. 
The inquiries CarMax ran when Mr. [redacted] was applying for a loan are
legitimate inquiries, and cannot be removed.
CarMax considers the settlement request as set forth in the
complaint resolved.
CarMax appreciates the opportunity to respond to this
complaint. 
Please call me at [redacted], extension [redacted], if you
have any questions.
 
Sincerely,
[redacted]

...

                                      May
8, 2015
 
Via Electronic Mail
 
[redacted], Operations Team
Leader
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
 
Re: [redacted]
 
Dear Ms. [redacted]:
 
I am
writing in response to your letter which forwarded the complaint of [redacted].  On February 28, 2015, Mr. [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of Norcross,
GA.  In his complaint, Mr. [redacted] is
requesting CarMax reimbursement for repairs.
 
Mr.
[redacted] had several vehicle concerns and took the Vehicle to the [redacted]
dealer.  CarMax reached out to Mr. [redacted] upon
receipt of his complaint.  CarMax has
agreed to reimburse Mr. [redacted] for his repairs. 
CarMax requested that Mr. [redacted] provide us his receipts and a check will
be sent directly to him.
 
CarMax
appreciates the opportunity to respond to this complaint. If you have any
questions, please call me at [redacted], ext [redacted].
                                   
 
 
Sincerely,
[redacted]
Customer Relations Analyst

September 25, 2014
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
[redacted]  
Complaint ID [redacted]
[redacted]  VIN: [redacted] (the...

“Vehicle”)
Dear [redacted]:
Thank you for forwarding the complaint dated September 8, 2014 regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about December 15, 2011.  [redacted] requested in her desired settlement for CarMax to issue her a refund for rental expenses and to pay off the remainder of her loan.
[redacted] mentioned in the complaint that she contacted CarMax to schedule a service appointment.  However, she was advised that she would have to call an outside dealership due to CarMax’s limited appointment availability at the time of the call.
According to CarMax’s history, [redacted] scheduled a service appointment for April 19, 2012 to address an overheating concern.  However, [redacted] cancelled this appointment prior to the service date.
CarMax’s records indicate that [redacted] later scheduled a service appointment for February 18, 2013 to inquire on a no start concern.  [redacted] also cancelled this appointment prior to the service date.
CarMax has not been in contact with [redacted] since the last cancelled service appointment.
Furthermore, CarMax does not have any record of the repairs performed outside of their service facility and is unable to provide information regarding the coverage of her rental charges.  CarMax is declining [redacted]’s request to reimburse her the cost of her rental expenses.  CarMax encourages [redacted] to contact The [redacted] at [redacted] to inquire about reimbursement.
Additionally, CarMax is declining [redacted]’s request to pay off the remainder of her loan as set forth in the complaint.
CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
 [redacted]

February
23, 2015
[redacted], Operations Supervisor
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted]
[redacted] (VIN: [redacted] (the “Vehicle”))
Dear Mrs. [redacted],
            Thank
you for forwarding the follow-up response received in your office from Mrs.
[redacted] regarding the Vehicle purchased from CarMax of [redacted], Georgia
("CarMax") on 27 December, 2014. 
As previously stated, Mrs. [redacted] requested CarMax take financial responsibility
for the listing of the Vehicle.
 
As
addressed in the original response, CarMax attempted to locate a vehicle from
within the existing inventory that had the features requested by Mrs. [redacted]. CarMax
management was unsuccessful in sourcing a vehicle that met Mrs. [redacted]'s
expectations. 
 
In the
interest of customer service, CarMax management extended the option of a full
return beyond the 5-day return window. 
Mrs. [redacted] elected to keep the Vehicle. The option of returning the
Vehicle has since expired. 
 
CarMax
declines to provide any additional relief. Mrs. [redacted] may bring the Vehicle
to CarMax for a free appraisal offer. CarMax’s position has not changed.
 
Thank you
kindly for providing CarMax the opportunity to respond to this matter. 
Sincerely,
[redacted]
Analyst,
CarMax Customer Relations

[redacted]
Revdex.com
Calibri;">720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
[redacted]
[redacted]
Thank you for forwarding the complaint received in your office from [redacted] regarding the [redacted], VIN [redacted](the “Vehicle”) that she purchased on or about
December 21, 2013 from the CarMax store located in [redacted]  In this complaint
[redacted] is requesting a refund of monies that she plans to spend on repairs.
On or about June 5, 2014 [redacted] went to CarMax for a service appointment. At that time, an oil change service was completed and a left front brake pad wear sensor was repaired. There were no other repairs done to the Vehicle. On or about July 7, 2014 [redacted] scheduled an appointment to have two concerns addressed; the engine would not start without pumping the gas pedal and the thermostat light was on. [redacted] declined to pay for a diagnosis of the concerns but had an appraisal of her vehicle completed. [redacted] declined the appraisal offer.
 [redacted] later contacted CarMax stating that she was told by another repair facility that she had an antifreeze leak due to a plastic part near the oil filter being cracked and subsequently repaired with glue.  At that time, CarMax requested that [redacted] bring the Vehicle in to have it looked at. [redacted] declined stating that she no longer trusts CarMax and  would take her Vehicle elsewhere.
CarMax regrets that [redacted] is unhappy with her Vehicle and would have appreciated the opportunity to be able to look at the Vehicle for further inspection. As the Vehicle has been inspected at another facility, CarMax would require the opportunity to confirm.
CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaint.
Please call me at [redacted], extension[redacted], if you have any questions.
Sincerely,
[redacted]
[redacted]

November 20, 2015
[redacted],
Operations...

Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID: [redacted]
[redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated November 5, 2015 regarding
the Vehicle purchased from the CarMax store located in Sterling, Virginia (“CarMax”)
on or about July 8, 2013.
In this complaint, Mrs. [redacted] cites issues with the Vehicle’s
radio system, and requests that CarMax fix or replace the component.  CarMax’s records indicate that the service
department worked with vendor specialist Sound Solutions to diagnose the
Vehicle’s radio on or about November 12, 2015 at no cost to Mrs. [redacted].  The diagnostic report states that Sound
Solutions was unable to duplicate any intermittent radio disturbances.  CarMax’s records also indicate that the
service department assisted by replacing the radio component at no cost to Mrs.
[redacted], and that the repair was completed on or about November 20, 2015.  Service records state that CarMax coordinated
the re-programming of the new unit with the Vehicle’s manufacturer,
Mercedes-Benz, to ensure the radio would have full functionality for Mrs.
[redacted].
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at (800)519-1511 extension [redacted]
with any questions you may have.
Sincerely,
Kristina S[redacted]
Analyst, Customer Relations

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], 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,
[redacted]

April 3, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MISS [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Miss [redacted] regarding the [redacted], [redacted],
(the “Vehicle”) that was purchased on or about September 21, 2014 from the
CarMax store located in Sanford, Florida (“CarMax”).  Miss [redacted] did purchase the MaxCare
Extended Service Plan (“MaxCare”) good for a period of 60 months or 150,000
miles, whichever occurs first, with a $50.00 deductible.  In this complaint Miss [redacted] is requesting
that the Vehicle be repaired correctly at no charge.
According to our records, CarMax installed a hub bearing on
the Vehicle on or about September 24, 2014. 
CarMax then machined the front rotors on or about September 27, 2014.  On or about October 2, 2014 CarMax replaced
the right front strut, aligned the Vehicle, and applied grease to contact
points on rear brake shoes.  Each of
these services were completed under the Limited 30-Day Warranty at no cost to
Miss [redacted].  On or about October 9,
2014 Miss [redacted] noted concerns with a ticking sound in the engine
compartment and a knocking or tapping sound when braking.  CarMax did not diagnose any abnormal noises
and no repairs were needed.  There was no
charge for the service visit.  On or
about December 9, 2014 Miss [redacted] came to CarMax with concerns of a rattle,
ticking sound in the engine, knocking sound when braking, surging at idle, and a
squeak in the engine when the air conditioning system is turned on.  CarMax replaced the retainer ring on the right
front wheel, lubed the front brake pads and calipers, machined the rear brake
drums, and cleaned and lubed rear brakes shoes and backing plates.  CarMax was unable to diagnose any problems
with the Vehicle when idling.   CarMax completed these repairs on or about December
10, 2015 at no cost to Miss [redacted].  In
addition, CarMax paid for a rental vehicle for one day.
CarMax is declining the settlement request as set forth in
the complaint; however, CarMax does offer a 6 month/6,000 mile warranty on any
work that is done.  CarMax welcomes Miss
[redacted] to schedule a service appointment to have her current concerns
diagnosed.  If the mechanical concerns
are found to be related to previous concerns, then CarMax will waive the
diagnostic fee for the visit.  If Miss
[redacted]’s concerns are found not to be related to previous concerns, the diagnostic
and repair costs will be her responsibility if not covered under MaxCare.
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

April 1,
2015
"Times New Roman",serif;">[redacted], Operations Supervisor
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted]
2007 BMW 335I (VIN: WBAWB73557PV83751
(“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 Oak Lawn, IL (“CarMax”) on
February 8th, 2014. In his complaint Mr. [redacted] requests that
CarMax take return of his Vehicle or provide a “comparable solution.”
Mr. [redacted] stated
multiple service concerns with the Vehicle throughout his ownership. A review
of CarMax’s service records indicates repairs completed on June 23rd,
2014 for a replacement water pump and thermostat. In the interest of customer
service, CarMax covered the cost of this repair totaling over $700.00.
CarMax last performed
repairs on the Vehicle in August of 2014. At that time, the Vehicle was taken
to a BMW dealership for further diagnosis and repair for a check engine light
concern. Mr. [redacted] was working directly with the BMW dealer for this repair.
CarMax will diagnose any
concerns Mr. [redacted] currently has on the Vehicle and work with him to see what
options are available once the diagnosis is complete.
Thank you
kindly for providing CarMax the opportunity to respond to this matter. 
Sincerely,
[redacted]
Analyst,
CarMax Customer Relations