CarMax , Inc.

April 15, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms. [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:I am in receipt of the additional message dated April 10, 2015 regarding the Vehicle purchased from the CarMax store located in Norcross, Georgia on or about January 9, 2010.  Ms. [redacted] mentioned in the complaint that she has yet to receive refund check [redacted] in the amount of $63.84 for the cost she paid to have the missing lug nuts replaced on the Vehicle.  CarMax’s records indicate that the refund check was mailed from CarMax’s Home Office in Richmond, Virginia on or about March 31, 2015 to the requested address of [redacted].Ms. [redacted] should receive the refund check by April 20, 2015.  However, CarMax encourages Ms. [redacted] to contact the Business Office at [redacted] to have the check reissued if she does not receive the check by the above date.CarMax appreciates the opportunity to respond and considers this complaint closed.Please contact me at [redacted] extension [redacted] with any questions you may have.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.
The business didn't actually offer to do anything.  Anyone, at any time, for any reason, may bring their car in --whether or not it is paid off-- to have their vehicle appraised. This does not require a complaint to the Revdex.com to be offered this. The business will buy back the vehicle for much less than what is owed, then sell it again and make even more profit.  Either way, the business makes more money, at the expense of me, for something they did not do properlyMy issue lies mainly in the fact that I purchased this vehicle under a contract  that said it had been thoroughly inspected to be safe, and roadworthy.  The attached documents support my belief that the vehicle had not been thoroughly inspected.  A car that has been thoroughly inspected with a "125 point inspection" would not need this much maintenance and repairs done in a single year of ownership.  I will add that although I have attached most of the receipts, there is still 2 receipts for trips to [redacted] Carmax for a front brake service and oil change, as well as a trim piece replacement. And, I have also had to purchase trim pieces on my own, without the help of the dealership. Just the brakes alone should be indication to the fact that the vehicle was near to, if not already in need of service and repairs before it was sold to me.  And that, after it had been sold to me, it already needed repairs and preventative maintenance done.Again, the offer made by Carmax would not resolve the issue.  My offer is still the same as before: Carmax will pay off the vehicle, it will be returned to them to sell or do as they please, and my down payment will be returned, in full.
Regards,[redacted]

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

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.

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]

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]

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]

January 30, 2015

class="MsoNormal"> 
[redacted]
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 2011 [redacted] (the “Vehicle”) that she purchased on or about November 28, 2014 from the CarMax store located in [redacted], Florida (“CarMax”).  In this complaint, Ms. [redacted], is requesting a buy back of the Vehicle and a refund for the vehicle she traded in.
According to our records, CarMax has been in communication with Ms. [redacted].  After Ms. [redacted] spoke to a CarMax manager, CarMax did agree to set a service appointment for Ms. [redacted] and have her Vehicle concerns addressed under the CarMax Limited 30-Day Warranty.  A service appointment was scheduled for January 26, 2015.  Ms. [redacted] called to reschedule that appointment for February 2, 2015 at 10:00am EST. 
CarMax is declining the settlement request as set forth in the complaint. However, CarMax would be willing to appraise Ms. [redacted]’s Vehicle.
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

Hello [redacted]:I got a little confused and failed to add a comment in the site to explain why I am refusing the CarMax offer.First of all, I can't see where a reasonable offer has been made. Yes, the offer to return the car was offered, but I think that was somewhat of a unreasonable suggestion or offer. I like the car, but is unhappy with the matching of the paint.  so why would I immediately settle for such an offer.   I think the paint work on a 2015 [redacted] should have been disclosed at the time of sale.  I did mention the paint to the sales person, but he stated that it was the reflection of the light.  (This car was purchased at night).  I am very surprised that a large company such a CarMax would balk over $1500, instead of satisfying their customers.  When I first took the car into the dealership to address this issue, the service manager never acknowledged me.  I had to deal with the sales manager.  He looked at the car, but never addressed me at any time.  Just told the sales manager to tell me that the match was the best match that CarMax could do.  Again, I think this was also poor customer satisfaction.Any help that you as the Revdex.com can give me in resolving this matter would be very much appreciated.Regards,[redacted]
 Hello [redacted]:
I got a little confused and failed to add a comment in the site to explain why I am refusing the CarMax offer.
First of all, I can't see where a reasonable offer has been made. 
Yes, the offer to return the car was offered, but I think that was somewhat of a unreasonable suggestion or offer. I like the car, but is unhappy with the matching of the paint.  so why would I immediately settle for such an offer.   I think the paint work on a 2015 [redacted] should have been disclosed at the time of sale.  I did mention the paint to the sales person, but he stated that it was the reflection of the light.  (This car was purchased at night). 
 I am very surprised that a large company such a CarMax would balk over $1500, instead of satisfying their customers.  When I first took the car into the dealership to address this issue, the service manager never acknowledged me.  I had to deal with the sales manager.  He looked at the car, but never addressed me at any time.  Just told the sales manager to tell me that the match was the best match that CarMax could do.  Again, I think this was also poor customer satisfaction.
Any help that you as the Revdex.com can give me in resolving this matter would be very much appreciated.
Regards,
Freddie Hunter
(979) 8

October 7, 2014
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
Re: [redacted]
Dear [redacted],
Thank you for forwarding the additional message in response to the complaint [redacted] received in your office from [redacted] regarding the previously referenced Appraised Vehicle and Transferred Vehicle.  In this message, [redacted] requests a gas card equivalent to a tank of gas and to receive the refund for the transfer fee.
According to our records, CarMax did also agree to provide [redacted] with a $25.00 gas card.  The gas card was mailed via [redacted] on or about October 7, 2014.  The [redacted] tracking number is[redacted].  CarMax submitted the credit of $349.00 to [redacted]’s [redacted] card ending in -[redacted] on or about October 27, 2014.  The credit was accepted and taken out of the CarMax account.  CarMax could not issue a mail refund check to [redacted] because of our accounting contracts. 
CarMax has already credited [redacted]’s card and has offered to mail the $25.00 gas card to [redacted] as the settlement request as set forth in the complaint.  CarMax did not receive a declined or error message when completing the credit back to [redacted]’s card.  CarMax recommends that [redacted] call his bank to explain the situation and have the bank research the credit to his account. 
CarMax appreciates the opportunity to respond to this complaint.  CarMax now considers this complaint closed.
Please call me at [redacted], extension[redacted], if you have any questions.
Sincerely,
[redacted]

I bought a car a CarMax I am a female who does not have a lot of time since I travel and I am very busy. Within 10 months not even I go to the oil change place and they tell me my tires are at dangerous levels in the front but the back are fine. I went into the dealership on the weekend (only time I am available) and I was told that as long as they measure a 4 they are within safety limits. The back tires register a 9. Being a female I hate car dealerships they are always trying to pull one over to begin with but there is no way they did not realize the large difference in the tires. I would think that is something that should be disclosed.

Roman';">                                  ...⇄ April 15, 2014
Via Electronic Mail
[redacted]
Revdex.com
[redacted]
[redacted]
Re: [redacted]
Dear [redacted]:
I am writing in response to your letter which forwarded the complaint of [redacted]. In his complaint, [redacted] is requesting that CarMax provides him the vehicle of his choice with financing from the company that extended an approval. 
[redacted] was working with the CarMax of [redacted] trying to obtain financing for the vehicle that he wanted.  Upon review of [redacted] proof of income requirements, the finance companies discovered that part of his income was not acceptable.
CarMax is unable to obtain financing on behalf of [redacted] at this time.  If [redacted] would like to purchase a vehicle from CarMax he would be required to supply his own financing.
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted], ext [redacted].
                                   
Sincerely,
[redacted]
[redacted]

11/24/2014
Roman"> 
[redacted]
Revdex.com
[redacted]
Richmond, VA23236
 
RE:  [redacted]
        [redacted]   VIN [redacted]   (“the Vehicle”)
 
Dear [redacted],
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of[redacted], ** (“CarMax”) on 11/07/2014.  [redacted] is requesting an updated navigation disk.
 
At the time of purchase, on or about 09/26/2014, the Vehicle was equipped with a navigation disc appropriate for the year of the Vehicle.  As the disk is original equipment supplied by the manufacturer, CarMax will not replace the disk.
 
CarMax appreciates the opportunity to respond. 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]
CarMax Customer Relations

January 16, 2015

class="MsoNormal"> 
[redacted]
[redacted]
Richmond, VA 23236
 
Re: MS. [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted]1 received in your office from Ms. [redacted] regarding the 2006 [redacted], (the “Vehicle”) that she purchased on or about August 21, 2014 from the CarMax store located in Kearny Mesa, California (“CarMax”).  In this complaint, Ms. [redacted] is requesting immediate change of the registration, written notice from CarMax, and compensation for time and stress in response to the registration violations. 
According to our records, Ms. [redacted] returned the Vehicle on or about October 25, 2014.  The Vehicle was registered in Ms. [redacted]’ name, as she was the owner of the Vehicle for over 30 days.   CarMax was unaware that Ms. [redacted] has received a parking violation, toll violation, and Notice of Intent to Suspend. 
CarMax is offering to communicate with Ms. [redacted] to address and resolve these concerns.  CarMax requests that Ms. [redacted] contact the Business Office Manager, [redacted], directly at [redacted] extension [redacted] as soon as possible.
CarMax appreciates the opportunity to respond to this complaint. 
 
Please call me at [redacted], extension [redacted], if you have any questions.
 
Sincerely,
 
 
[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
I do not feel this is the appropriate [redacted]er to resolve the issue as I would still be spending $$ to correct an issue that stemmed from their negligence. In my original complaint, I advised that they were willing to perform the alignment in an effort to prevent any additional damage to the tires, however, extending an offer to me to purchase tires at cost does not represebt them taking full responsibility for the damage that occurred prior to the alignment. They've acknowledged on more than one occasion that the alignment caused the damage, minimal or otherwise. The challenge seems to be that because the tire treads pass state safety standards and CarMax safety standards, CarMax does not feel the need to assume responsibility. I don't see how the customer is being treated fairly by paying $$ to replace tires that were damaged as a result of REQUIRED maintenance not performed prior to sale. Why should the customer be penalized for their mistake? 
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.
I have attached my formal response along with estimates and photos.
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]( for the warranty to be reset for 30 days), 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]

Roman';">                                  ...⇄ April 2, 2014
Via Electronic Mail
[redacted], Operations Team Leader
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re: [redacted]
Dear [redacted]:
I am writing in response to your letter which forwarded the complaint of [redacted]. In his complaint, [redacted] is requesting CarMax transfer a vehicle of his choosing at no cost to him. 
[redacted] reached out CarMax of Norcross, GA on March 11, 2014 to have a [redacted], VIN [redacted] (the “Vehicle”) transferred to their store.  The Vehicle arrived on Friday, March 21, 2014 [redacted] was unable to get to CarMax that day.  Customer stated that when he spoke to CarMax on Monday that the Vehicle was no longer at the CarMax of Norcross.  
[redacted] is currently working with CarMax of Roswell, GA to have another vehicle transferred in at no cost to him.  [redacted] also requested to speak to management from the CarMax of Norcross.  [redacted], Assistant Store Manager at CarMax of Norcross reached out to [redacted] about his experience.
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

November 17, 2014
0in 0in 0pt;" class="MsoNormal">[redacted], Operations Supervisor
Revdex.com
[redacted]
[redacted]
RE: [redacted]
[redacted]: [redacted] (the “Vehicle”)
[redacted]:
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle she purchased on March 18th, 2012 from the CarMax in[redacted], ** (“CarMax”).  In her complaint, [redacted] alleges that CarMax showed her a fake [redacted] report at the time of sale.  She states that the actual [redacted] report shows many issues including recalls that had not been taken care of and an odometer/mileage discrepancy that has caused her stress due to having to deal with registration issues and not being able to trade in the Vehicle.  Due to her frustrations, [redacted] is requesting compensation.
At the time of purchase, CarMax reviews an [redacted] report (“[redacted]”) with our customers, not a [redacted] report.  Research shows that the [redacted] reviewed with [redacted] did not show any odometer or mileage discrepancies, or any title issues with the Vehicle.  A current review of the [redacted] specific to the Vehicle is consistent with the report shown at the time of purchase.  Also, per the attached, at the time of this transaction [redacted] received notification prior to delivery of the vehicle of the importance of registering her vehicle with the manufacturer to learn about any open recalls applicable to it as well as other important information.
Prior to receipt of this complaint, CarMax was unaware of [redacted]’s concerns.  Once made aware, CarMax researched and contacted [redacted] and it was determined that the [redacted] report was incorrect specific to the odometer/mileage discrepancy.  [redacted] has since researched and corrected their report.  CarMax declines [redacted]’s request for compensation.
Thank you for providing CarMax an opportunity to respond.
Sincerely,
[redacted]
Analyst, CarMax

September 24, 2015
 
[redacted]...

[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 6, 2015, wherein you forwarded a
complaint from Mr. [redacted].  Mr.
[redacted] requested that CarMax allow him to return the Vehicle.
 
CarMax has been in communication with Mr. [redacted] to address the Vehicle’s concerns and has
scheduled an appointment for him to bring the Vehicle in for service on or
about September 28, 2015.  CarMax is
declining the settlement as set forth in the complaint, but has offered to
diagnose the Vehicle at no cost and to assist with the cost of the parts
needed for repairs as a gesture of customer service.
 
CarMax appreciates the opportunity to respond
to this complaint.
 
Please contact me at [redacted] extension [redacted] with any
questions you may have.
 
Sincerely,
 
[redacted]
Analyst, Executive Response Team