CarMax , Inc.

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]

[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

[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]

July 7, 2016
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
[redacted]
Complaint ID [redacted]
[redacted]...

[redacted]
Dear Mrs. [redacted]:
 
I am writing in response to your letter dated June 20, 2016, wherein you forwarded a complaint from Mr. [redacted] regarding the Vehicle purchased from (and returned to) the CarMax store located in Houston, Texas (“CarMax”) on or about June 18, 2016.  Mr. [redacted] requested in the desired settlement for CarMax to expedite the return of his down payment, and also continue to complete their 125-point inspection on every vehicle sold.
Mr. [redacted] contacted CarMax’s Executive Response Team the same day that this complaint was submitted – for assistance with the above requested settlement.  CarMax’s Executive Response Team partnered with their Mail Refunds Department and was able to overnight check #[redacted] to Mr. [redacted] on or about June 23, 2016.  Online FedEx Tracking confirmed that this check was delivered to Mr. [redacted] home address the following day.  
In addition, CarMax’s Executive Response Team apologized for any miscommunication that may have transpired at the time of sale and explained that CarMax does not guarantee an accident-free vehicle.  However, CarMax does guarantee to not sell vehicles with known flood or frame damage.  Mr. [redacted] was satisfied with CarMax’s offer of assistance.
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,
Nekia W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve this issue.  I have provided on several occasions,  to several different departments with Carmax a copy of my valid Alabama drivers license and bank statement. I have spoken with the financing company and have a written statement that carmax refuse to send my contract for financing.  I refuse to find fund this without financing. 
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]

I got screwed. They offered me an appraisal and then didn't honor it. They totally screwed me as I made other arrangements to purchase new vehicle. Now I am stuck with both and have now way of affording to both vehicles.

Roman';">                                  ...⇄ February 20, 2014
Via Electronic Mail
<st1:place w:st="on">[redacted], Operations Supervisor
Revdex.com
<st1:street w:st="on"><st1:address w:st="on">720 Moorefield Park Drive, Suite 300
Re:  [redacted]
     Dear [redacted]:
     I am writing in response to your letter which forwarded the complaint of [redacted].
     On August 23, 2013 [redacted] purchased a [redacted], VIN [redacted] (THE “Vehicle”) from CarMax in <st1:place w:st="on"><st1:city w:st="on">Orlando, <st1:state w:st="on">Florida.  In his desired settlement [redacted] stated he wanted the brakes replaced.
     [redacted] heard noises from underneath the car.  Vehicle was towed to CarMax.  We sent the vehicle to [redacted] because it was still under Manufactures warranty.  [redacted] told them the brakes were in bad shape.  CarMax offered to go get the vehicle and do the work at CarMax for one half the price.  [redacted] sent email to CarMax that he had decided to let [redacted] fix this horrible mess.  He still felt CarMax should be responsible.
     CarMax does decline the request to pay for brake repair at [redacted].
     Should you have any additional questions regarding this matter, pleas contact me directly at [redacted], extension [redacted].  Thank you for providing CarMax with tha opportunity to respond.
Sincerely,
[redacted]
Sr. Analyst Customer Relations

January 23, 2015
Roman"> 
[redacted]
Revdex.com
[redacted]
Richmond, VA23236
 
RE:  [redacted]
        2008 [redacted]   VIN [redacted]  (“the Vehicle”)
 
Dear Ms [redacted],
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted], Texas (“CarMax”) on 9/03/2012.  Ms [redacted] is requesting reimbursement of her $250.00 deductible.
 
When the Vehicle was brought in to CarMax of [redacted]n on or about 12/11/2014, the Service Consultant showed Ms [redacted] where the power steering pump originally had been leaking and replaced. Ms [redacted] was then shown a separate component, the engine vacuum pump gasket, where the new leak had been found. Ms [redacted] was informed that it was a separate repair and would require an additional $250.00 deductible according to her Extended Service Plan agreement with [redacted] agreed with both diagnoses and approved both repairs. Ms [redacted] agreed to the repairs and was provided a rental vehicle.
 
CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaint. After review of Ms [redacted]’s concerns, CarMax’s position has not changed and we will not be refunding the deductible.  Please call me at [redacted], extension [redacted], if you have any questions.
 
 
 
 
Sincerely,
 
[redacted]
CarMax Customer Relations

9">                                     ...⇄ January 23, 2015
 
Via Electronic Mail
 
[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
 
Re: [redacted] ([redacted])
 
Dear Ms. [redacted]:
 
I am writing in response to your letter which forwarded the complaint of [redacted]. On February 22, 2012, Ms. [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of [redacted], NC.  In her complaint, Ms. [redacted] is requesting to be compensated for loss of value, or an apology and policy change.
 
On January 1, 2015, Ms. [redacted] did reach out to a Sales manager at our [redacted] CarMax and he confirmed that the [redacted] report did not show any accidents to the Vehicle.  Ms. [redacted] did have a [redacted] report that the Vehicle did have an accident prior to her purchase.  The Vehicle was fully reconditioned at the time of sale and there were no conditions present that impacted our decision to recondition and retail the Vehicle.
 
[redacted], [redacted] for the [redacted], NC CarMax, spoke to Ms. [redacted] on Wednesday, January 21st about her complaint.  [redacted] empathized with Ms. [redacted]’ situation and let her know that CarMax would not be compensating her.
 
 
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted], ext [redacted].
                                   
 
 
Sincerely,
[redacted]
[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]
While I do not feel this adequately addresses our complaint, I do not expect any further action or reply from CarMax. We are now into October and they still have the car. Yes, they provided a loaner van (which I'm sure has a lower MPG than the car) but it is not the vehicle she bought nor is it the one she wants to drive. We believe the service techs at CarMax were unable to duplicate the experience because they just drove the car around (while running up her mileage I might add) and after nothing happened, concluded that they couldn't find anything wrong. After several weeks, she was finally able to speak to the general manager (after numerous attempts to be connected with him - the sales manager and service manager apparently did not want to get him involved). He was able to duplicate the experience because he at least realized that the issues she was having occurred after driving the car, shutting the engine off, and then trying to start the car again while the engine was hot. They replaced the battery and cables, replaced the mass sensor twice, and now are replacing the fuel pump - with no guaranteed success. We do appreciate the fact that the GM (Eric) is actually listening to her and corroborating her account of the problems, and is making an effort to fix the issues. We feel at the very least, she should be reimbursed for her September car payment as CarMax had the car more than she did. While I appreciate the fact that they repaired the damage to the door, please do not make the statement that this was done "at no charge" as if you did her a favor...the damage happened while the car was in your possession and was certainly not her fault to begin with. I also appreciate the fact that Eric is at least working with her to find a solution but I no longer have any faith in CarMax's ability to find and fix the problem. I purchased a car from CarMax in the past and had a positive experience; however, I feel your customer service and automotive service skills have deteriorated. This has been an incredibly frustrating experience for both of us - and will not be doing business with CarMax in the future nor will I recommend CarMax to anyone I know.

Roman';">                                  ...⇄ January 30, 2014
Via Electronic Mail
[redacted], Operations Team Leader
Revdex.com
<st1:street w:st="on"><st1:address w:st="on">720 Moorefield Park Drive, Suite 300
<st1:place w:st="on"><st1:city w:st="on">Richmond, <st1:state w:st="on">VA <st1:postalcode w:st="on">23236
Re: [redacted]
Dear [redacted]:
I am writing in response to your letter which forwarded the complaint of [redacted] On September 12, 2012 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax of Waukesha, Wisconsin.  [redacted] also purchased the [redacted] (“[redacted]”).  In her complaint, [redacted] is requesting a different vehicle that is worth her outstanding loan or a buy back for the outstanding amount of her loan due to her current repair concerns. 
CarMax of Waukesha reached out to [redacted] to resolve her repair concerns.  CarMax offered to appraise the Vehicle and she declined.  [redacted] then spoke to the Operations Manager at the CarMax in <st1:city w:st="on"><st1:place w:st="on">Waukesha, who asserted CarMax’s commitment to repair the Vehicle.  CarMax has given [redacted] use of a loaner vehicle while the Vehicle is being repaired.  CarMax has been able to get the [redacted] deductible waived and the repairs approved.  [redacted] is responsible for $128.00 that has been authorized by her to remove the valve cover in order to take pictures of the valve train.
CarMax appreciates the opportunity to respond to this complain.  If you have any questions, please call me at [redacted], ext [redacted].
                                   
Sincerely,
[redacted]
Customer Relations Analyst

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.
If I were applying for two separate vehicles, why would there be 3 inquiries? Also, the address listed on the application is incorrect and I do not see a copy of my photo ID. I spoke with someone over the phone and never provided the additional information you are referring to.  My request for deletion stands.
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.[redacted], Sales Manager at the [redacted] CarMax location, did not guarantee recompense, but offered to do what he could to demonstrate their understanding of the severity of the situation. We will continue to pursue some sort of restitution with them directly, as well as through Revdex.com, even though the vehicle was returned and we purchased elsewhere. 
Regards,[redacted]

[redacted]
Revdex.com
Calibri;">720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
Re: [redacted]
Thank you for forwarding the complaint received in your office from [redacted] regarding the
[redacted], VIN [redacted](the “Vehicle”) that he purchased on or about
November 16, 2013 from the CarMax store located in Pineville, North Carolina. In this complaint
[redacted] is requesting reimbursement of the additional $50.00 he had to pay because he could not get an appointment at CarMax.
As stated in his letter, [redacted] contacted the Service Department at CarMax to try to get an appointment. At that time, there were no available appointments and due to the mechanical concerns that the customer had, he was advised to take the Vehicle to another repair facility. 
[redacted] purchased the Extended Service Plan. There are several benefits to the plan including coverage for towing (as long as the repair is a covered repair) and a provision to take the Vehicle to CarMax or any other licensed dealer. As stated in his letter, CarMax allows a $50.00 discount if the Vehicle is repaired at a CarMax location.  CarMax appreciates the opportunity to service the vehicles that our customers purchase from us , however, CarMax does utilize the appointment system and can sometimes have appointments that have been set weeks in advance.
CarMax reqrets that we were not able to service [redacted] Vehicle on the day that he brought it in. 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]
Analyst, Executive Response Team

[redacted]
Revdex.com
720...

Moorefield Park Drive Suite 300
Richmond, Va.  23236
 
Re: [redacted]
 
Dear Mrs. Mann,
 
Thank you for forwarding the complaint received in your office from Ms. Chyna [redacted] regarding an attempted purchase at the CarMax store located in Lithia Springs, Georgia. In this complaint            Ms. [redacted] is requesting that CarMax honor the original down payment and monthly payment amount that was discussed with her.
 
As stated in the letter, Ms. [redacted] spoke with a sales consultant in regard to purchasing a vehicle and also the payoff on the trade vehicle. Ms. [redacted] was given the details of the purchase including the down payment and monthly payment amount.  The vehicle she wished to purchase needed to be transferred to the store. Unfortunately, since the vehicle technically was not in the inventory at the selling location yet, the order was built but did not include the negative equity ($[redacted]) from the vehicle that was to be traded in.  It wasn’t until the vehicle arrived at the store and the order was built that the negative equity was applied to the order.  After the negative equity from the trade- in vehicle was applied, the down payment and monthly amount changed greatly.  At that time, Ms. [redacted] was unable to afford the down payment and the monthly payment amount as requested by the finance company.
 
CarMax regrets the inconvenience that this may have caused Ms. [redacted].  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]
Customer Relations

Carmax sucks and the com ain't record speaks for itself .. 800 in three years and Revdex.com gives them a plus , but you guys are rating terror groups to lol your a good source of info Revdex.com.

August 11, 2014
VIA ELECTRONIC MAIL
[redacted], Operations Supervisor
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re:  Complaint ID [redacted]
[redacted]
Dear [redacted]:
Thank you for forwarding the additional correspondence received from [redacted] in which he states that the proposed resolution will not resolve his concerns. 
[redacted] mentioned that he has written proof supporting a claim received from [redacted] stating that the work CarMax charged for was never completed.  In previous complaint [redacted] was requesting CarMax take some responsibility and assist with some of the repair expenses that he had paid out of pocket.  As mentioned in previous response, CarMax did cover the cost to send a tow truck to change [redacted] tire.  In addition, CarMax offered to have [redacted] drive to the CarMax location to have his tire repaired at no cost, he declined.
CarMax’s decision has not changed and CarMax is declining [redacted] request for reimbursement.  CarMax has reviewed the documents that [redacted] attached with his complaint.  CarMax would like to invite [redacted] to contact the Service department at [redacted] to address any concerns he may have regarding the documents. 
Thank you for providing CarMax an opportunity to respond.  Please give me a call at [redacted] ext. [redacted] if any further assistance is needed.
Sincerely,
[redacted]
Analyst, Customer Relations

October 23, 2015
[redacted]...

[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
[redacted]
            Thank
you for forwarding the complaint received in your office from Mr. [redacted] regarding
the sale of a 2012 Nissan Altima (VIN: 1N4AL2AP9CC182793, “the trade”).
            In his
complaint, Mr. [redacted] requested that CarMax forgive an underpayment on the payoff
quote for the trade with his lender, [redacted] When this transaction was
initiated, CarMax was unable to obtain a specific payoff quote on the trade due
to the transaction occurring outside of business hours for [redacted]. At that
time, CarMax utilized an estimated payoff amount of $14,224.00.
            On
August 12th, 2015, CarMax verified the actual payoff amount of
$14,953.09; a difference of $729.09 from the original estimated quote. Once a return
of the extended service plan of the trade was processed, a balance of $270.48 remained
on the account. Per the paperwork provided to Mr. [redacted] at the time of this
transaction, this would be his responsibility.
            CarMax
informed Mr. [redacted] of this via the paperwork completed during the
transaction. Additionally, the CarMax Recovery department has contacted Mr.
[redacted] informing him of this matter. If Mr. [redacted] has any further
questions, he may contact CarMax Recovery at [redacted]
Sincerely,
[redacted]

Thank you for a response, although I'm not sure that it was anything but a confirmation of what I had already said.  I had a long conversation with the
dealership that diagnosed the original issue, which was carbon buildup that required walnut shell blasting, and had twice seen the car since I brought it
back to Carmax because the engine had been damaged.  The dealership thoroughly explained the many issues with the engine and why they had recommended
replacing the engine.  The service manager that I spoke with explained that there was a misfire code on cylinders 2 and 4, that cylinder 2 had a dead
misfire, that the lifter in cylinder 4 was jammed, and that there was significant amount of damage.  She said that they recommend putting in a new engine in
these cases because often if you try to fix the engine it is usually not successful, and if it is initially successful there are usually underlying issues that only come to light after the customer gets on the road. She said that in the interest of time, cost and safety the replace the engine entirely.  She confirmed that all of this was communicated to Carmax's service department explicitly.
She also said that they attempted to repair the engine and was unsuccessful, and that Carmax subsequently came and towed it off the lot.  Apparently they thought their service shop could do better than the Mini dealership in repairing a Mini engine.  Not surprisingly, the repair didn't work, and Carmax subsequently returned the car to the dealership. 
I should mention that the dealership confirmed that this could be the result of not performing the walnut shell blasting as originally recommended.  The Carmax service department balked at the $800 cost, claiming that it was just a ploy. The dealership said that "you have to take carbon buildup seriously" and that they have seen engine damage due to failure to properly address it before.  Subsequent research has confirmed that it is general knowledge that walnut shell blasting is the only real solution because of the way Mini cars are built.  Carmax failed to do this, opting for a cheaper remedy that temporarily allowed me to drive the car, only to repeatedly return because the check engine light had reappeared, and misfire codes continued.
I hesitated to respond to Carmax's answer to my complaint because the response had said it would be a week before a repair, and based on my conversation with
the dealership it was likely that the repair would not work.  Another cheaper remedy that would temporarily allow me to drive the car but ultimately fail and may not be safe for the road.  Miraculously I received a call from Carmax today saying that they were now indeed replacing the engine, but with a used one with 75k miles on it.  Who knows where that engine came from and what issues it has with it. 
It's been three months now that I have been driving loaners and waiting for a resolution, and a year and a half since the first original check engine light.  Carmax is only willing to offer me half what I paid for the car, even though it is their own failure to follow the instruction of the experts that led to the damage. A used engine with high mileage and an offer for half what I paid for the car is not a resolution, and the suggestion of prorated gap insurance and service warrantee does not pay off the loan.  It is Carmax's faulty service that created this situation, from not cleaning the buildup before the car was sold, and then not appropriately cleaning it when it was subsequently discovered and repeated service visits thereafter. 
I would also like to mention that the same make and model of car with the same mileage is being sold by Carmax for 12k at another location.  It appears that short term profit is the only concern, even if their attempts to save money ultimately cost them, and/or their customers, more. An easy $800 walnut shell blasting has now turned in to 3 months of attempted repair and finally replacement of the engine.  What I am looking for is a refund based on the appraisal of the initiation of the issue, 4 months after I bought the car.