CarMax , Inc.

December 17, 2014
sans-serif;"> 
 
 
Revdex.com Serving Central Virginia
[redacted]
[redacted]
[redacted]
 
RE:      Consumer Complaint of [redacted]
 
Dear Sir/Madam:
 
This will
confirm receipt and review of a complaint that was submitted to your office by[redacted].  [redacted] is disputing the
accuracy of the credit information that we furnished to the credit reporting
agencies regarding our tradeline. 
Specifically, [redacted] is disputing the accuracy of the information
relating to the timing of the following payments:
 
?         May 2010


?         December 2010


?         January 2011


?         March 2011


?         April 2011


?         May 2011 


 
Following
the receipt of [redacted]’s complaint, we reviewed our account records and
all relevant information relating to the information disputed.  It is our opinion that the disputed
information is accurate and complete.  We
are required by federal law to furnish tradeline information that is accurate
and complete.  Tradeline information
should only be modified if it falls short of this requirement.  Consequently, we cannot provide [redacted]
with the relief that he seeks.  
 
Our records
show that this is the 3rd dispute we have received from [redacted]
regarding the same information.  As a
result, our tradeline has already been updated to reflect [redacted]’s
dispute. 
 
Thank you
for bringing this complaint to our attention and for the opportunity to provide
this explanation.  If you have any
questions or concerns, please contact me at[redacted], extension[redacted].
 
Sincerely,
 
 
[redacted]
Legal
Assistant
CarMax Auto
Finance
 
CC:      [redacted]

9;">                                    �...⇄ April 1, 2014
 
Via Electronic Mail
 
[redacted]
 
Re: [redacted]  
Dear [redacted]:
 
I am writing in response to your letter which forwarded the complaint of [redacted]. On June 29, 2011 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax of [redacted].  In her complaint, [redacted] is requesting CarMax refund her for the Extended Service Policy (“ESP”) and bank fees. 
 
CarMax Business Service did refund[redacted] for her ESP on 3/20/14.  CarMax Business Service also faxed a “zero balance letter” to CarMax of[redacted] on 3/31/14.  The Business Office Manager is sending out to [redacted] a copy of the “zero balance letter” via [redacted] this week.
 
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me 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.
CarMax advertise they standby all the vehicles they sell with a guarantee and Car fax documentation. The [redacted] had problems long before I purchased the vehicle from CarMax. Which means I was sold a vehicle after CarMax had to know if had mechanical problems since CarMax states the thoroughly checkout all the vehicles they sell to consumers. I brought this vehicle under the pretense it was thoroughly inspected and had no prior problems or issues. Please review the attachment. I look forward to your reply.
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]

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]

[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

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.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

July 29, 2015
 
Via Electronic Mail
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[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

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

[redacted]
Revdex.com
Calibri;">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
December 7, 2013 from the CarMax store located in San Antonio, TX (“CarMax”).  In this complaint
[redacted] is requesting a refund.
As stated in her complaint, [redacted] purchased the Vehicle from the above mentioned CarMax. 
[redacted] had a [redacted] which could be used to obtain financing. As part of the stipulations for  financing approval, it was required that [redacted] provide a letter from her Trustee showing that her bankruptcy had been discharged and a down payment in the amount of $4500.00. CarMax failed to obtain a bankruptcy discharge letter and accepted an Order granting [redacted] motion to incur a new debt. CarMax also failed to collect the $4500.00 down payment that was required.  This caused [redacted] financing with [redacted] to go unfunded.
Once CarMax realized what happened, CarMax partnered with CarMax Auto Finance to ask for assistance in financing [redacted] contract using the same terms as originally offered by
[redacted].  Two letters were sent to [redacted] inviting her to contact the store to sign new contracts with CarMax Auto Finance.  CarMax did not receive a response from [redacted] and therefore the Vehicle was repossessed.
CarMax regrets the inconvenience that this may have caused [redacted].  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

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.
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]

July 21, 2016
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID [redacted]...

[redacted]
Dear Mrs. [redacted]:
I am writing in response to your letter dated July 1, 2016 wherein you forwarded a complaint from [redacted], regarding the Vehicle purchased from the CarMax store located in Ontario, California on or about March 6, 2016.  Mr. [redacted] requests in the desired settlement for CarMax to either repair the Vehicle at no cost or issue him a full refund.
CarMax’s records indicate that Mr. [redacted] brought the Vehicle to the CarMax located in Burbank, CA (“CarMax”) on or about March 21, 2016 to inquire about a grinding noise in his brakes.  CarMax corrected this concern by cleaning and lubricating the front brakes, resurfacing the rear shoes and adjusting the backing plate.  In addition, CarMax informed Mr. [redacted] that a noise concern could represent itself as dust and debris begin to accumulate.
Mr. [redacted] brought the Vehicle back to CarMax on or about May 18, 2016 to inquire about a noise concern coming from his rear tire.  CarMax test drove the Vehicle with Mr. Tovmasyan, but was unable to verify any noise concerns at the time of this visit.  CarMax also performed a physical inspection of the rear brakes and identified that they were both were well above discard thickness.
Based on the above, CarMax is declining Mr. [redacted] requested settlement but would encourage him to contact the service department at the CarMax nearest him if he would like to have the brakes replaced at CarMax’s standard rate.
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
Nekia W[redacted]
Analyst, Executive Response Team

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 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. Reason being is the blatant lying that was done to me that put myself and my family at risk in regards to the car I had purchased. I was told that the noise the car was making was simply a noise American cars make . I trusting the seller continued on with the purchase which led to a near accident event. Nothing carmax can do and resolve my complaint as I will forever remember the poor service and scam that they ran on me.
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, 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: ***.
Regards,
*** ***

June 7, 2016
 
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: [redacted]
Complaint ID: [redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated May 25, 2016 regarding
the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”)
on or about May 17, 2016.
 
In his complaint, Mr. [redacted] describes concerns with the
Vehicle’s alignment, including tie rod and rack and pinion components. He
requests that CarMax reimburse him the $154.05 he paid for diagnostic testing
and coordinate repairs at a [redacted] authorized service center.
 
Company records state that repairs on the Vehicle started at
CarMax on or about May 25, 2015 to address Mr. [redacted]’s concerns. CarMax completed
the necessary repairs on the Vehicle at no cost to Mr. [redacted], with the
appropriate OEM components. Service notes list that Mr. [redacted] was informed
that the repairs were complete on or about June 8, 2016, and that his vehicle
was ready for him to pick up. Company records indicate that it was communicated
to Mr. [redacted] that the repairs would not impact the Vehicle’s manufacturer
warranty.
 
CarMax will reimburse Mr. [redacted] the diagnostic charge of
$154.05, and will begin processing that as soon as he submits a copy of his
invoice to the service department. The reimbursement process takes
approximately ten to fifteen days. Mr. [redacted] is encouraged to call the CarMax
service center at [redacted] for any questions related to his recent
concerns.
 
 
 
CarMax appreciates the opportunity to respond to this complaint.
 
Please contact me at [redacted], extension [redacted],
with any questions you may have.
 
Sincerely,
 
Kristina S[redacted]

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