CarMax , Inc.

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

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]

[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

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 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

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]

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,
*** ***

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

April 3, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms. [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:Thank you for forwarding the complaint...

dated March 6, 2015 regarding the Vehicle purchased from the CarMax store located in Norcross, Georgia on or about January 9, 2010.  Ms. [redacted] brought the Vehicle to CarMax on or about February 19, 2015 to have the timing belt and water pump replaced.  CarMax replaced both parts as requested, but also found that the front brake pads and rotors needed to be replaced.  Ms. [redacted] gave CarMax authorization to make the necessary repairs and Repair Order 1694226 was completed on or about February 23, 2015.CarMax was contacted by Ms. [redacted] on or about February 28, 2015 to inform them that the Vehicle had to be taken to a third party dealership in Hilton Head, South Carolina on or about February 27, 2015 to diagnose a tire noise and check engine light concern.  The dealership inspected the Vehicle and found two lug nuts missing from front driver’s tire.  However, they were unable to verify the cause of the check engine light concern.  The dealership replaced the two missing lug nuts for a cost of $63.84 and reset the check engine light at no cost to Ms. [redacted].Ms. [redacted] brought the Vehicle back to CarMax on or about March 6, 2015 to address the above concerns.  CarMax inspected the Vehicle and did not find any current safety concerns with the tire at the time of inspection.  CarMax also attempted to diagnose and repair the check engine light concern, but the issue did not present itself at the time of inspection.  Therefore, CarMax as unable to diagnose the check engine light concern.Ms. [redacted] also informed CarMax during her service visit on or about March 6, 2015 that the Vehicle’s front passenger door control module needed to be replaced and was provided a quote of $1,219 to repair this component.Although CarMax was unable to verify the cause of the tire noise, CarMax sent Ms. [redacted] a reimbursement check in the amount of $63.84 as a gesture of goodwill on or about March 31, 2015.  Additionally, CarMax has no prior history of ever having replaced any component related to the door control module, but offered to repair the component at no cost to Ms. [redacted] as a gesture of goodwill.  Ms. [redacted] did not accept this offer.If Ms. [redacted] reconsiders CarMax’s gesture of goodwill to install the door control module, Ms. [redacted] will need to contact the Service Department at [redacted] within 30 days from the receipt of this letter to schedule an appointment.CarMax appreciates the opportunity to respond and considers the gestures of goodwill the resolution to the complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

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.

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]

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

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]

July 15, 2014

class="MsoNormal">
VIA ELECTRONIC MAIL
[redacted], Operations Supervisor
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re:  Complaint ID [redacted]
Dear [redacted]:
I am in receipt of the complaint filed by [redacted] on July 8, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in Norcross, Georgia (“CarMax”), on or about March 30, 2014.  [redacted] requested in his desired settlement that CarMax install running boards on the Vehicle.
[redacted] mentioned in the complaint that the window sticker showed the Vehicle advertised having a rear view camera and running boards.  However, his Vehicle did not come with either accessory.  CarMax as a gesture of goodwill scheduled to have the rear view camera installed at no cost to [redacted].  In addition, CarMax provided [redacted] with the contact information to [redacted] so that he could schedule to have his running boards installed at a discounted rate.  CarMax also offered to reimburse $100.00 towards the cost of the running boards.  [redacted] accepted the offer.
[redacted] came into CarMax located in Norcross, Georgia on or about July 14, 2014 to share that he did have the running boards installed.  At that time CarMax submitted the reimbursement in the amount of $100.00. 
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,
[redacted]
Analyst, Customer Relations

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

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 made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted]( 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]

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]

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]. On May 4, 2013 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax of Fort Lauderdale, FL.  In his complaint, [redacted] is requesting CarMax pay for his blown engine because he had to repair his convertible top and replace his clutch within the first six months. 
CarMax of Fort Lauderdale has addressed [redacted] convertible top tear by offering to pay half of the cost to repair as a show of goodwill.  CarMax was also told that [redacted] needed to replace his clutch six months after purchase but CarMax never received any documentation from [redacted]. 
The engine malfunction has taken place approximately eight months after purchase. Even though [redacted] did not purchase an Extended Service Plan CarMax has offered to obtain an engine at cost and the labor at a reduced rate.  [redacted] had agreed to this arrangement but as of today has been unable to pay for repairs.  CarMax has had this engine on hand for ninety days and has tried to contact [redacted] several times to make plans for payment in order to replace the engine.  The Vehicle is currently parked in the CarMax Fort Lauderdale service area.
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