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], 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]

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.

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.

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.There are a few issues regarding this matter.  The main problem was that I originally had my car financed through CapitalOne Auto and was in the process of refinancing it with my current bank, [redacted].  The salesman informed me that my vehicle still showed up in the [redacted] system as being financed by CapitalOne Auto and NOT [redacted].  Seeing as how [redacted] had already paid the balance to CapitalOne we were simply waiting for the title to be sent to the [redacted] to show that [redacted] was the new lender and until that happened CarMax would not be able to assist me.  So the salesman instructed me that once the title cleared and showed [redacted] as the current lender, then, and only then,we could trade it in to CarMax towards the purchase of a new vehicle.  And since we would not be conducting any further business until it cleared the [redacted] that my credit application and documents would not be fully processed and would not reflect against me.  That is what I was told by the CarMax employee during the application process.On a separate note, [redacted] stated that I was approved under the terms and for the vehicle I selected.  Not once during the entire process was I ever informed that I was even approved for a loan.  Quite the opposite in fact.  Every bit of paperwork that I have since received from lenders has stated that I was denied for credit.  So if I was approved for a loan and for the vehicle that is something that was never, and has never, been brought to my attention.
Regards,[redacted]

August 25th, 2016[redacted]Revdex.com720 Moorefield Park Drive, Suite 300Richmond, VA 23236RE: [redacted]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 Fredericksburg, VA (“CarMax”) on June 4th, 2015. At the time of purchase, Ms. [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of 48 months or until the Vehicle exceeded 125,000 miles. In her complaint, Ms. [redacted] requested that CarMax refund her the remaining portion of the ESP amount after she sold the Vehicle.            CarMax spoke with Ms. [redacted] on the same day that this complaint was submitted. After speaking with Ms. [redacted], CarMax processed the refund and mailed her the check by the end of that day. A review of CarMax records indicate that this check was delivered to Ms. [redacted] home address.            If Mr. [redacted] has any additional questions, she is welcomed to contact me at [redacted]Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[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.
I have phone records that show how many times I spoke to them as well as documentation that shows the reporting is innacurate. While it is true I am getting a mortgage that is why I noticed the error on my credit report. Carmax has failed to properly and accurately report to the credit agencies and has not resolved their mistake. 
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.
[Provide details of why you are not satisfied with this resolution.]I went to CarMax Feb. 7, 2015 to appraisal my car. and they had me pick a another car. But this is not helping me.  Ill lose all the payment I had made and start with a new bill. were should I go from here?
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

July 29, 2015
 
Via Electronic Mail
class="MsoNormal"> 
[redacted]
Revdex.com
720 [redacted]field 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 September 22, 2014, Ms. [redacted] purchased a [redacted]
(the “Vehicle”) from the CarMax of [redacted].  In her complaint, Ms. [redacted] is requesting
that CarMax assist her with obtaining a different vehicle. 
 
Ms.
[redacted] did have several mechanical issues that were addressed under the terms of
the Limited Warranty.  The Vehicle recently
had an engine concern that would cost around $2500.00.  CarMax presented Ms. [redacted] with two options:  to get the Vehicle repaired or to have the
Vehicle appraised.  Ms. [redacted] declined
the appraisal offer for the Vehicle.  As
a gesture of good will, CarMax offered to pay half of the repair and provided
Ms. [redacted] with a loaner vehicle.
 
The
Vehicle has been repaired and returned to Ms. [redacted].  If Ms. [redacted] would still like to sell of the
Vehicle, CarMax would be happy to reappraise the Vehicle.
 
            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

[redacted]
Calibri;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
Re:  [redacted]
Dear [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 Mach 13, 2012 from the CarMax store located in San Diego, California.  In this complaint [redacted] is requesting a complete refund of monies spent on the purchase of the Vehicle.
As stated in her letter, [redacted] had a concern regarding the odometer reading on the Vehicle based on information stated on a vehicle history report.  As part of research that was done, the Purchasing Manager at the CarMax located in San Diego, California  reached out to a local [redacted] dealership.  He was told by an associate at the dealership that the mileage could be verified  by reading the Vehicle’s CPU and in regard to this particular Vehicle, it is impossible to roll back the odometer because it is stored on the CPU.  
It was also discovered that there is a high possibility that the mileage readings in question on the vehicle history report may have been in kilometers instead of miles, which would explain the appearance of higher mileage. To test that theory, the Purchasing Manager converted all recorded odometer readings to miles and it reflected a steady progress all the way through the time that the Vehicle was purchased by CarMax.  The Purchasing Manager explained  this to [redacted] and she was satisfied with the explanation.
CarMax appreciates the opportunity to respond to this complaint. Please call me at [redacted], extension [redacted], if you have any questions.
Sincerely,
[redacted]
Analyst, Executive Response Team

April 27, 2016
[redacted],
Operations...

Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Mr. [redacted]
Complaint ID [redacted]
2013 Chevrolet
Cruze, VIN: [redacted] (the “Vehicle”)
Dear Mrs. [redacted]:                                                   ...⇄
Thank you for forwarding the complaint dated April 11, 2016 regarding
the Vehicle purchased from the CarMax store located in Fayetteville, North
Carolina (“CarMax”) on or about December 4, 2015.  Mr. [redacted] expresses concerns about
potential flood damage to the Vehicle, as well as brake concerns. Mr. [redacted]
requests in the desired settlement for CarMax to provide a full refund for the
Vehicle.
Mr. [redacted] brought the Vehicle to CarMax on or about December
16, 2015, for a concern he described as a squeaking noise coming from the
brakes. CarMax diagnosed the vehicle at no cost to the customer, under the
terms of the Limited Warranty, and found that the vehicle was operating
normally and required no correction.
                                        ...⇄
CarMax does not have any record of being in communication with Mr.
[redacted] after this last visit on or about December 16, 2015, but was informed
about his flood damage concerns via receipt of this complaint.  The Service Manager has reached out to Mr.
[redacted], and has communicated that CarMax would be happy to reexamine the
Vehicle for flood damage and brake concerns. 
During the conversation with the Service Manager, Mr. [redacted] stated
he would bring the Vehicle in on 4/28/16 or 4/29/16.  If it is found that pre-existing flood damage
is present, CarMax will work with Mr. [redacted] to complete a return of the
vehicle.  CarMax will continue to remain
in contact with Mr. [redacted] regarding this concern.  Should he have any questions in the meantime,
Mr. [redacted] is encouraged to reach out to the Fayetteville Service Team at
(910)864-6222, Option 4.
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 1-800-519-1511 ext. [redacted].
 
Sincerely,
Stacie M[redacted]
Analyst,
Executive Response Team

June 6, 2014
0pt;" class="MsoNormal">
Revdex.com Serving Central Virginia
[redacted]
Richmond, VA 23236
RE:      Consumer Complaint of [redacted]
           
Dear Sir/Madam:
This will confirm receipt and review of a complaint that was forwarded to your office by [redacted].  [redacted] is upset that the credit application he submitted at the CarMax Auto Superstores, Inc. location in [redacted] (CarMax) resulted in multiple credit inquiries on his credit file.  Following a review of our records it appears that we could have done a better job in explaining our credit application process to [redacted].  As a result, we will request the 3 national credit reporting agencies to delete the credit inquiries from [redacted] credit file.  I will attempt to explain the circumstances that led to [redacted] misunderstanding below.
On May 6, 2014, [redacted] called CarMax to inquire about financing the purchase of a [redacted].  Our records show that prior to the submission of [redacted] credit application he was advised by the sales consultant that his credit application would be reviewed by multiple financial institutions.  The sales consultant also attempted to explain to [redacted] that though his credit application would be seen by multiple financial institutions, it would only be viewed as one inquiry by the credit reporting agencies.  [redacted] is a copy of [redacted] FAQ section which clearly indicates that multiple inquires within a specific period of time are either ignored or viewed as one credit inquiry.  It appears that [redacted] understood this to mean that only one inquiry would result from the credit application.  We apologize for the misunderstanding and any inconvenience caused.
Thank you for bringing this matter to our attention and for the opportunity to respond.  Please feel free to contact me at 7[redacted], extension [redacted] if you have any questions or concerns.
Sincerely,
[redacted]
CarMax
CC: [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.
I am not satisfied with Carmax response because the problem does exist. Enclosed are 4 video clips of said problem as proof. Please pay attention to the RPM & MPH gauge which will show you the error in the gear switch. Also please listen to the video with headphones so you can hear the distinct sound the car gives when accelerating. Thank you.
Regards,
[redacted]

19 September 2014
[redacted]...

[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, Virginia  23236
Re:      [redacted]
            [redacted], VIN  [redacted] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”) on 28 June, 2014.  In her complaint, [redacted] cites multiple repair issues, and requests that CarMax take return of the Vehicle.
In the interest of customer service, CarMax assisted [redacted] with the sale of the Vehicle back to CarMax and the purchase of a replacement on 9 September 2014. 
                                        ...⇄
CarMax believes this matter to be fully resolved to [redacted] satisfaction at this time, and appreciates the opportunity to respond.  If you have any questions, please contact me directly at [redacted]
Sincerely,
[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.
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]
Both my sales person [redacted] and [redacted] the sales manager told my husband and I that the disk that came with the car updated automatically to new maps for year 2014. The disk does not do as they told us it does. They both said it on two different occasions because we ask specifically about it. They both were dishonest. We asked for new maps and they said the disk updates automatically to reflect year 2014 so there was no need for new maps. Again we want the new navigation disk they promised.

Calibri;">                                 �...⇄ June 26, 2014
Via Electronic Mail
[redacted], Operations Suspervisor
Revdex.com
720  Moorefield Park drive, Suite 300
Richmond, Virginia 23236
Re:  [redacted]
Dear [redacted]:
    
     I am writing in response to your letter which forwarded the complaint of [redacted].
     On  March 1, 2014 [redacted] purchased a [redacted],  [redacted] (THE “Vehicle”) from CarMax in Ft. Worth, Texas.   In the desired settlement [redacted] stated a check for the diference on the value of a 2WD vs. 44WD, which is abot $2800 plus the $25 for the [redacted] report purchase.
     The window sticker on the truck stated it was a 4WD when in reality it was a 2WD.  The [redacted] report listed the truck as a 2WD and so did the local [redacted] dealership.  After reviewing the issue with [redacted] our Location General Manager has requested a refund for $2825.00 be sent to [redacted].
     CarMax considers this issue to be resolved.       
 
     If you have any questions, please contact me at [redacted], extension [redacted].  Thank you for providing CarMax with an opportunity to respond.    
Sincerely,
[redacted]
Sr. 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.
I was not given the option of any other lenders. I picked the car out the seller brought be into his office and said "Let's see if we can get you approved." He spent a few moments at his computer then said "Well you got approved!" he didn't tell me by who or that any other lender would approve me. 
Yes I did try to sell the car back. But because I only had it for a few month pus it's way over priced, I had a large negative equity. The seller I was working with told me I would have to pay off the negative before they took the car. And that they would not expect any kind of payment plan, that it would have to be paid in full.
Also I did NOT say I wanted my money back. I said I wanted Carmax to simply take the car back and leave me and my credit alone. They can keep the money they got from me. 
Regards,
[redacted]

January 14, 2015

class="MsoNormal"> 
[redacted]
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 2005 [redacted], [redacted] (the “Vehicle”) that he purchased on or about April 27, 2011 from the CarMax store located in [redacted], Illinois (“CarMax”).  In this complaint, Mr. [redacted]i is requesting to have the Vehicle repaired at no cost to him. 
According to our records, CarMax has addressed Mr. [redacted]’s mechanical concerns. Repairs were completed on or about January 9, 2015.  
CarMax took care of the cost of the tire-rod end as a good will gesture of customer service as the settlement request as set forth in the complaint.
CarMax appreciates the opportunity to respond to this complaint, and now considers this complaint resolved. 
Please call me at [redacted], extension [redacted], if you have any questions.
 
Sincerely,
 
 
[redacted]
[redacted], 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 would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Their answer is as vague and bogus as when I spoke to them and it was definitely before Dec 31.  They refused to accept that the vehicle was in need of extensive repairs that were dangerous to my safety.  Because of their refusal I was forced to move forward with the dealer and pay for them myself.
Regards,
[redacted]

June 11,2015
 
 
 
 
[redacted]
class="MsoNormal">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
 
Re:  Mr. [redacted]
 
Dear Mrs. [redacted],
 
 
Thank you for forwarding the complaint received in your
office from Mr. [redacted] regarding the [redacted], VIN
[redacted](the “Vehicle”) that he purchased on or about
November 3, 2014 from the CarMax store located in Inglewood,
California.  In this complaint
Mr. [redacted] is requesting compensation for repair, towing,
parts, cab cost, and punitive damages.
 
According to our records, on or about March 25, 2015, Mr.
[redacted] had a concern that the clutch on the Vehicle was slipping.  After diagnosis it was determined that the
clutch had burnt out and required replacement. 
At this time, Mr. [redacted] had owned the Vehicle for about 4 months and
was well outside of the CarMax Limited 30 Day Warranty Period.  Although Mr. [redacted] purchased the Maxcare
Extended Service Plan, this would not be a covered repair as it is deemed to be
a wear and tear item and therefore excluded from coverage under the terms of
the MaxCare Plan.
 
 
CarMax appreciates the opportunity to respond to this
complaint, and declines settlement request as set forth in this complaint.
 
Please call me at [redacted], extension [redacted], if you
have any questions.
 
Sincerely,
 
 
 
[redacted]
Analyst, Customer Relations