CarMax , Inc.

9">                                     ...⇄ January 19, 2015
 
[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 November 29, 2013, Ms. [redacted] purchased a 2009 [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of St. Louis, MO.  In her complaint, Ms. [redacted] is requesting that she receive the funds for the return of her Extended Service Policy (“ESP”).
 
CarMax did return the ESP on December 7, 2014 and returned the funds to[redacted] on December 10, 2014.  CarMax received a call from Ms. [redacted] last week that she had received the debit card from [redacted].
 
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

December 23, 2016
[redacted], Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Mrs. [redacted]
Complaint ID [redacted] (the...

“Vehicle”), VIN: [redacted]
Dear Mrs. [redacted]:
I am writing in response to your letter dated December 7, 2016, wherein you forwarded a complaint from Mrs. [redacted], regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about September 9, 2016.
In the complaint, Mrs. [redacted] states that the Vehicle had to be taken to the [redacted] dealership (the “Dealership”) shortly after purchase in order to address two recalls – a sun visor wiring and totally integrated power module (TIPM) concern – on the Vehicle, both of which were shared with her at the time of purchase.  She then mentions that shortly after these recalls were addressed by the Dealership, the sunroof failed to operate.  Therefore, Mrs. [redacted] is requesting for CarMax to either exchange the Vehicle for a newer recall-free model at the same price or reimburse her for the amount that she paid towards the repair of the Vehicle.
For background regarding recalls: Before any customer purchases a used vehicle, a CarMax associate and the customer review the recall information available on the [redacted] website.  After this initial review, customers sign a form acknowledging receipt of the [redacted] recall information prior to signing sales documents.  If a customer decides they do not want to keep the vehicle for any reason, every vehicle sold by CarMax is covered by a 5-Day Money-Back Guarantee.
Additionally, manufacturers have not authorized CarMax to complete recall repairs and close out recalls. CarMax recommends customers to register their vehicle with the manufacturer and urge them to have open recalls fixed immediately following purchase. 
Our offer: Based on the above, in addition to CarMax’s belief that the current sunroof concern is related to the previous recall repair work performed by the Dealership, CarMax is not willing to provide Mrs. [redacted] with the resolution that she seeks.  However, they have been in communication with her since the receipt of this complaint, encouraging her to have the sunroof addressed by the Dealership.
Conversely, if Mrs. [redacted] is interested in trading the Vehicle, she is encouraged to have it appraised at the CarMax nearest her.
CarMax appreciates the opportunity to respond to this complaint and would encourage Mrs. [redacted] to contact me at 855-562-4935 ext. [redacted] if she had any additional questions or concerns.
Sincerely,
Nekia W[redacted]
Analyst, Executive Response Team

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]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

February 4, 2016
Devan [redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
Re: MS [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Ms. [redacted] regarding the [redacted], [redacted], (the “Vehicle”) that was purchased on or about May 20, 2014 at
the CarMax store located in King Of Prussia, Pennsylvania (“CarMax”).  At the time of sale, the vehicle odometer read
55,278 miles.  In this complaint Ms.
[redacted] is requesting another quality vehicle or to return the Vehicle.
According to our records, the Vehicle was brought to CarMax
for a check engine light concern on or about 10/10/14 at odometer 63,388
miles.  The Vehicle was diagnosed as
having carbon build up on the intake valves. 
CarMax performed the cleaning along with spark plug replacement.  Ms. [redacted] then brought the Vehicle to CarMax
on or about 10/28/14 at 64,497 miles for a check engine light concern.  The Vehicle was diagnosed as needing the mass
air flow sensor cleaned.  That service
was performed.  On or about 11/4/15 at
odometer 81,413 miles, the Vehicle was brought to CarMax for check engine light
concern.  CarMax diagnosed the vehicle as
needing another carbon cleaning and sent the vehicle to a dealer.  The manufacturer contacted CarMax with the
recommendation to replace the engine, but did not provide details as to why.  CarMax had the vehicle towed, performed a
diagnosis, and found an exhaust valve for cylinder #2 was burnt, causing a lack
of compression and misfire.  The cylinder
head was sent to a machine shop and the cylinder head was reconditioned along
with the replacement of the valve.  The
engine was then reassembled but there was difficulty getting the engine started
and running smoothly.  It was then CarMax
found that a defective valve lifter was causing a valve to remain in the open
position.
CarMax is already in communication with Ms. [redacted], and
is currently repairing the Vehicle at no cost to Ms. [redacted].  Ms. [redacted] has been issued a loaner
vehicle to use during the repair.  CarMax
is confident that the Vehicle has been properly diagnosed and will repair the engine
with the replacement of a new lifter. 
The repair is estimated to be completed in one week depending on part
availability. 
CarMax has offered a written appraisal offer of $8,000 for
Ms. [redacted] to sell the Vehicle back to CarMax.  CarMax reviewed this offer carefully based on
current market conditions, mileage on the odometer, and cosmetic and mechanical
wear items that need to be repaired on the Vehicle.  If Ms. [redacted] elects to sell the Vehicle
back to CarMax, she would be eligible to return the GAP Agreement and the
MaxCare Extended Service Policy for a prorated amount to be sent back to the finance
company.
CarMax appreciates the opportunity to respond to this
complaint. 
 
Please call me at (800) 519-1511, extension [redacted], if you
have any questions.
Sincerely,
 
[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.
As I stated before in my complaint. The mechanic that worked on my car DID not do a good job at detecting and fixing the problem. After the third issue my service engine light coming on. I asked for another mechanic. I spoke to several other mechanics, and they all stated the same thing that IF there was oil overage on the spark plugs the first time that they would've seen that. But, he saw it after I bought the car back to him after he claimed that my car was fixed, and it wasn't because when I got into the car it felt like it was going to break down. I appreciate the offer of CarMax paying half, but I don't think that I should be responsible for something that wasn't my fault. I'm not happy with CarMax, and I would NEVER recommend buying or servicing a car with them. Now, I have a car with a car note plus 2600 worth of repairs due to a inexperienced mechanic.
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.
 Although the car was purchased sixteen months ago I have fifteen months of repair bills. The car as we speak is once again at a repair facility having another $1200.00 worth of work done. What they do not do in the message is address how I was mislead to purchase this vehicle, nor provide any documentation to substantiate their marketing that their inventory is carefully selected abd goes thru rigorous testing before made available for retail purchase. He also is careful not to address how, per Car max I am over $9000.00 upside down and did not roll any negative equity from a trade. Furthermore, my bills will prove that all the problems started before the first payment was even due, and I have incurred problems ever since. Lastly, I would not want to return that dealer for service, as they agreed to help me last December 2013 and still have yet to hear from anyone, and the general manager has ignored all correspondence letters as well as my calls. It's really quite pitiful. 
 
Sincerely, [redacted]
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

I will not do business will CarMax ever again. They lie and deceive customers at every corner. Cars are riddled with problems and company lies about everything from car condition to finance terms. Stay as far away as possible. It's amazing to me that they hold an A+ rating with Revdex.com considering they over 750 complaints and 80% negative customer reviews. How's that for truth.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 10401451, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]I am not satisfy with this answer. I should have never been told via phone, text/email on the amount of down payment to bring before the car arrived. I was NEVER told that the down payment amount could change. I was told that the negative equity amount was already added to the car. So there response is not acceptable. I have emails in which was send to me that I was to bring the exact amount of down payment requested. I had my mother as a co-signer and I even reached out to her to let her know this was the amount of the down payment I was approved for. 
Regards,[redacted]

June 24, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
[redacted]
[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 January 4, 2015 from the CarMax
store located in [redacted] (“CarMax”).  In this complaint, Mr. [redacted] is
requesting an exchange of the Vehicle and an apology.
Since purchase, Mr. [redacted] has previously requested
service on the Vehicle twice from CarMax. 
On or about January 5, 2015 the Vehicle was seen for a check engine
light and since it was still covered under manufacturer power train warranty,
the Vehicle was sent to [redacted] for the repairs.  CarMax replaced a fuse in the cigarette
lighter and removed aftermarket radio cables on or about January 20, 2015.
On or about June 4, 2015, Mr. [redacted] presented the
Vehicle to CarMax with concerns of the engine stumbling, hesitating or dying on
him as well as concerns with performance of the electrical components.  The diagnosis was that the alternator had an
internal failure and the battery was serviced and the alternator was
replaced.  The mechanical repairs were
covered under Mr. [redacted] MaxCare coverage and CarMax waived the deductible
as a gesture of goodwill. 
CarMax is sorry to hear Mr. [redacted] and his son were
involved in an accident and recommends he file a claim through his Auto
Insurance Company for any damage.  Since
purchase, the Vehicle has been driven approximately 16,300 miles.  CarMax would be happy to extend an appraisal
for the Vehicle should Mr. [redacted] wish to sell.
CarMax is declining the settlement request as set forth in
the complaint and appreciates the opportunity to respond to this
complaint. 
Please call me at [redacted], extension [redacted], if you
have any questions.
 
Sincerely,
 
[redacted]
[redacted]

July 31, 2015
 
Arial, sans-serif; font-size: 11pt; line-height: 12pt;"> 
Revdex.com Serving
Central Virginia, Inc.
720
Moorefield Park Drive
Suite 300
Richmond, VA
23236
 
RE:      Consumer
Complaint of [redacted]
 
Dear
Sir/Madam:
 
Thank
you for sharing [redacted]’ complaint and providing us the opportunity to
respond.  Ms. [redacted] is unhappy about the
amount of time it took us to process her Guaranteed Asset Protection Waiver
Agreement (GAP) claim.  Additionally, Ms.
[redacted] is disputing the remaining balance owed on her account.  The relevant facts leading up to Ms. [redacted]’
complaint are as follows:
 
§  On April 20, 2015 Ms.
[redacted] called to inform us that her vehicle had been stolen.  We asked Ms. [redacted] to inform her insurance
carrier ([redacted]) to contact us to obtain a payoff quote for her account.
§  On May 14, 2015 [redacted]
contacted us to obtain payoff information and a letter guaranteeing that we
would release the certificate of title of the vehicle upon our receipt of the
insurance proceeds.  We provided the
payoff information and letter of guarantee to [redacted] on the same day.
§  On June 2, 2015 Ms.
[redacted] called to inform us that [redacted] was still processing her claim and that we
should expect a check from [redacted] shortly. 
We seized the opportunity to inform Ms. [redacted] that she had purchased GAP
and that within 10 days from the date the insurance check was received we would
provide all the necessary documents to the GAP administrator to commence
processing her GAP claim. 
§  On June 11, 2015 we
received the insurance check from [redacted] and it was applied to Ms. [redacted]’
account effective April 18, 2015 which was the date of loss.
§  On June 26, 2015 we
sent all the required documents to the GAP administrator.
§  On July 2, 2015 we
received a check for $2,287.19 from the GAP administrator, which was also
applied to Ms. [redacted]’ account effective the date of loss.
 
The
above timeline reflects that we processed Ms. [redacted]’s GAP claim within 21 days
from the date we received the insurance check. 
We are sorry that our processing time in this case fell below Ms. [redacted]’
expectation.    
 In
regards to Ms. [redacted]’ account balance, our records reflect that $833.00
remained outstanding after we applied the GAP check to her account.  Ms. [redacted]’ concern is premised on the fact
that because she purchased GAP she should not be responsible for any balance
after the date of loss.  This is
incorrect.  GAP will not cover any
payment that was due but unpaid. 
Additionally, GAP requires all payments to be made on their due
date.  Therefore, GAP will not cover any
additional finance charges that accrue as a result of late payments.  Our record reflects that we granted Ms.
[redacted]’ request for a payment deferment or extension for her July 2014
payment.  Because this payment of $381.20
was due and unpaid, it was not covered by GAP. 
The remaining balance of $451.80 comprises of a Nonsufficient Fund Fee,
a late fee and additional finance charges that accrued as a result of Ms.
[redacted]’ late payments.
 On
July 10, 2015 we spoke to Ms. [redacted] and attempted to provide the above
explanation to her.  We also offered to
lower her monthly payment to $191.00 to assist with paying off the outstanding
balance over time.  Ms. [redacted] was neither
receptive to our offer nor our explanation. 
If Ms. [redacted] would like to inquire about this lowered payment
opportunity, she should please contact me at [redacted], extension [redacted].   In the meantime, we again thank you for bringing this matter to our attention
and for the opportunity to provide this explanation. 
 Sincerely,
  
[redacted]
[redacted]
[redacted]
 
Copy:
[redacted]

March 27, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MS. [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Ms. [redacted] regarding the [redacted]
(the “Vehicle”) that was purchased on or about March 2, 2015 from the CarMax
store located in Brandywine, Maryland (“CarMax”).  In this complaint, Ms. [redacted] is requesting an
HD Card for the Vehicle, replacement of the windshield sprayer nozzle, customer
service training for the CarMax associates involved and replacement of the
Vehicle’s brakes and rotors.
In a request for additional information from the RevDex.com on March 26, 2015, Ms. [redacted] advised the concerns with the
Vehicle’s HD Card and windshield sprayer nozzle were resolved.  She stated that she still had concerns with
her brakes and did not feel that the issue was addressed properly by
CarMax. 
CarMax serviced the Vehicle for a brake grinding concern, on
or about March 10, 2015.  The rotors were
resurfaced.  [redacted], Service
Manager, contacted Ms. [redacted] on or about March 26, 2015 to advise CarMax
would replace her brakes and rotors. 
[redacted] will contact Ms. [redacted] when the necessary parts have arrived to
arrange an appointment to address this concern. 
Sean can be reached directly at [redacted] extension [redacted].
In reference to Ms. [redacted]’ request for associate training,
CarMax takes associate development very seriously and this matter will be
handled internally.
CarMax considers the settlement request resolved as set
forth in the complaint.
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

May 5, 2015
 
Devan [redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MR [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Mr. [redacted] regarding the [redacted],
[redacted], (the “Vehicle”) that was purchased on or about February 13,
2015 at the CarMax store located in Harford, Connecticut (“CarMax”).  The Vehicle was purchased with 88,229 miles
on the odometer and did come with a CarMax Limited 60-Day Warranty.  In this complaint Mr. [redacted] is requesting an
apology and to be treated with respect.  
According to our records, CarMax has been in communication
with Mr. [redacted].  The Vehicle was first
serviced on or about March 30, 2015 to address cosmetic concerns with the
dashboard and headlight, replace a missing auxiliary port in the center console,
replace a license plate bulb, and complete an oil change.  All repairs were addressed, and a part for the
dashboard was ordered.  The Vehicle was
next serviced on or about April 20, 2015 to install the dashboard part, and address
a check engine light concern.  CarMax
issued a loaner vehicle, replaced the dash pad and gaskets, and addressed an
intake leak.  Mr. [redacted] then informed
CarMax on or about April 28, 2015 that the check engine light came back
on.  CarMax arranged for a tow and a
loaner vehicle to be delivered to Mr. [redacted]. 
Our records indicate that the Vehicle has been ready for
pick up since April 30, 2015.  CarMax has
requested that Mr. [redacted] return the loaner vehicle and pick up the
Vehicle.  Mr. [redacted] has not been charged
for any repair costs outside of the regular, routine maintenance oil change
requested, as other concerns have been covered under the CarMax Limited 60-Day
Warranty. 
CarMax regrets that Mr. [redacted] feels he has not been treated
with respect.  CarMax does strive to
provide an unrivaled customer experience. 
CarMax is offering to appraise the Vehicle if Mr. [redacted] is still
dissatisfied with his purchase.
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

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action may not fully resolve my complaint.  For your reference, details of the offer I reviewed appear below.
CarMax returned vehicle with proper financing and no down payment to secure vehicle. The refund of the amount paid ($500) as the down payment on the transaction on January 12, 2016 has still not been returned to us. CarMax has responded to my inquiry today that the refund should be delivered by the end of this week by February 5, 2016.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response 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]

December 17, 2014

class="MsoNormal"> 
[redacted]
Revdex.com
[redacted]
[redacted]
 
Re: [redacted]
Dear [redacted],
Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the [redacted],[redacted], (the “Vehicle”), and the [redacted],[redacted], (the “Trade Vehicle”), that he purchased and traded on or about September 29, 2014 from the CarMax store located in[redacted],[redacted] (“CarMax”).  In this complaint, [redacted] is requesting his Trade Vehicle and down payment back.
CarMax is currently working with [redacted] on the settlement request as set forth in the complaint. CarMax has been in touch with [redacted], and are currently working with the finance company to get the Trade Vehicle loan reinstated.
CarMax appreciates the opportunity to respond to this complaint. 
Please call me at ([redacted])[redacted]-[redacted], extension[redacted], if you have any questions.
 
Sincerely,
 
[redacted]
Analyst, Customer Relations

29 October 2014
[redacted]...

[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, Virginia  23236
Re:      [redacted]
            [redacted]  [redacted] (the “Vehicle”)
Dear [redacted]
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”), on 2 April 2012.  In her complaint, [redacted] references an ongoing check engine light condition and requests that CarMax increase an appraisal offer for the Vehicle to $8000, twice the amount that was offered for the Vehicle on 22 September, 2014. 
According to CarMax’s records, the Vehicle has had repairs to address vacuum leaks, oil leaks, ignition coil failure, and fuel pump failure.  While these repairs are unrelated, all conditions triggered a check engine light in the Vehicle to alert to the need for repair.  In the interest of customer service, CarMax absorbed deductible costs in the course of repairing the Vehicle. 
At the time of appraisal, the Vehicle was not presenting any mechanical concerns.  [redacted] has owned the Vehicle for over two years and has driven it approximately 30,000 miles in that time.  The $4000 appraisal offer extended was based on the Vehicle’s age, mileage, and general condition, and is not subject to negotiation.
CarMax appreciates the opportunity to respond.  If you have any questions, please contact me directly at [redacted] extension [redacted]
Sincerely,
[redacted]
CarMax Customer Relations

[redacted]
Better...

Business Bureau
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
 
Re:  [redacted]
 
Dear Mrs. [redacted],
 
Thank you for forwarding the complaint received in your office from Mr. [redacted] regarding the
[redacted] (the “Vehicle”) that he purchased on or about
September 22, 2014 from the CarMax store located in San Diego, California. In this complaint
Mr. [redacted] is requesting that CarMax repair his Vehicle and provide a loaner vehicle while the work is being completed or pay to have the Vehicle repaired elsewhere and provide a rental vehicle.
 
As stated in the complaint, Mr. [redacted] brought his Vehicle to CarMax to have cosmetic concerns addressed.  At that time Mr. [redacted] was advised that the Vehicle would need to stay overnight so that the work could be done correctly. Mr. [redacted] needed a ride home and although this is not a normal practice, CarMax agreed to take Mr. [redacted] home and subsequently pick him up once the repair was completed. Mr. [redacted] requested that the Service Manager provide in writing stating that CarMax would provide shuttle service for him. The Service Manager stated that he would not be able to do that and at that time Mr. [redacted] became upset and left the store.
 
CarMax management team reviewed Mr. [redacted]’s concern and in an effort to take full responsibility for the cosmetic concerns, Carmax would like to extend the gesture of goodwill to provide a loaner to
Mr. [redacted] when the concerns are addressed.  CarMax request that Mr. [redacted] contact the store and set up an appointment no later than Tuesday March 31, 2015.
 
CarMax appreciates the opportunity to respond to this complaint. Please call me at
[redacted], extension [redacted], if you have any questions.
 
 
 
[redacted]
Analyst, Customer Relations

April 29, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MRS. [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Mrs. [redacted] regarding a vehicle that was placed on hold for
her on or about April 16, 2015 at the CarMax store located in Federal Heights,
Colorado (“CarMax”).  In this complaint, Mrs.
[redacted] is requesting an apology for her experience and an explanation as to why
the hold on the vehicle was cancelled, resulting in it being sold to another
customer.  In addition, Mrs. [redacted] is
requesting to purchase a like vehicle for the same price of $29,998.
CarMax has been unable to determine why the vehicle hold was
cancelled.  CarMax does wish to apologize
for the frustration and inconvenience this has caused. 
At Mrs. [redacted]’s request, CarMax initiated the transfer of another
vehicle also priced at $29,998, on or about April 25, 2015.  It should arrive on or about May 4,
2015.  CarMax considers the matter
resolved at this time.
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

March 14, 2014
[redacted]
Re: [redacted]
Dear [redacted]:
I am writing you in response to your letter dated February 20, 2014 wherein you forwarded a complaint...

from [redacted].  [redacted] requested that CarMax become better in customer service.
[redacted] purchased a [redacted] (the “Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about October 28, 2013.  
CarMax has reviewed [redacted] complaint and would like to thank [redacted] for sharing her frustrations regarding the multiple concerns she experienced.
CarMax would like to invite [redacted] to contact the Customer Relations Department at [redacted] in order to assist her with any remaining concerns she may have.  The Customer Relations Department can be reached Monday through Friday during the hours of 8:30 AM to 8:00 PM EST.
As always, CarMax appreciates the opportunity to respond to this complaint and apologizes for any inconvenience [redacted] may have experienced.
Please contact me at ([redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
Analyst, Executive Response Team