CarMax , Inc.

May 18,
*** ***,
Operations
Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Mr*** ***
Complaint ID ***
***
***, VIN: *** (the “Vehicle”)
Dear MrsMann:
Thank you for forwarding the complaint dated May 3, regarding
the Vehicle purchased from the CarMax store located in Chattanooga, Tennessee
(“CarMax”) on or about December 14, 2014.
Mr*** dropped off the Vehicle at CarMax on Sunday, May 1, 2016, and
expresses concern about CarMax’s appointment availability for its repair. Mr*** requests in the desired
settlement for CarMax to repair the Vehicle in a timely manner, or to provide a
replacement vehicle while repairs are completed
Mr*** did not have an appointment scheduled for the repair,
and dropped off the Vehicle on a Sunday when the Service Department was closed
CarMax informed Mr*** the
following day that the first available appointment would be on Friday, May 6,
2016, but advised that they would attempt to fit it in earlierOn May 3, 2016,
CarMax diagnosed the vehicle as having a broken cooling fan relayCarMax
communicated with Mr***’s Extended Service Plan provider to confirm that
the repair was covered, and also secured two days of rental coverage for Mr
***On the same day, May 3, 2016, CarMax notified Mr*** of the
diagnosis and the covered rental vehicle
CarMax has completed the repairs, and Mr*** is now in possession
of the Vehicle Should Mr*** have
any further questions, he is encouraged to reach out to the Chattanooga Service
Team at (423)414-3500, Option
CarMax
appreciates the opportunity to respond to this complaintIf you
have any additional questions, or would like to discuss this concern further, please
contact me at 1-800-519-ext***
Sincerely,
Stacie M***
Analyst,
Executive Response Team

January 23,

VIA ELECTRONIC MAIL
*** *** *** ***
*** *** *** *** ***
*** *** *** *** *** ***
Re: Complaint ID ***
*** *** *** ***
Dear *** ***:
I am in receipt of the complaint filed by *** *** *** on January 9, regarding a *** *** *** (the “Vehicle”), ***, that was purchased at the *** store located in *** *** (“CarMax”), on or about May 25, 2013. *** requested in her desired settlement to return her Vehicle to CarMax for a refund
*** *** mentioned in the complaint she feels CarMax financed the Vehicle because no other financial institute would finance the Vehicle. *** *** was not required to finance her purchase with CarMax Auto Finance. She chose them to finance her purchase. CarMax Auto Finance presented *** *** with their financing offer after submitting a credit application and she accepted the offer. *** *** was free to choose any offers that may have been able to obtain financing from a lender of her choosing and she chose to use CarMax Auto Finance
*** *** also mentioned in the complaint she lost hours at her place of employment and was trying to refinance the Vehicle or get out of the Vehicle
*** *** came into CarMax located in *** *** to have the Vehicle appraised on or about November 21, 2013. CarMax presented *** *** an offer in the amount of $12,500.00. *** *** declined the offer
CarMax appreciates the opportunity to respond to this complaint. However, CarMax believes *** *** concerns have been fully addressed at this time and is declining the settlement request as set forth in complaint. CarMax would like to invite *** *** to contact the Sales department at CarMax of *** *** at
*** *** if she would like to inquire on another appraisal. CarMax appraisals are valid for days
Please contact me at *** *** extension *** with any questions you may have
Sincerely,
*** ***
*** *** ***

March 11,
*** *** Revdex.com
class="MsoNormal" "margin-bottom: 0.0001pt;">Moorefield Park Drive Suite
Richmond, VA
Re: MS*** ***
Dear Mrs***,
Thank you for forwarding the complaint *** received in
your office from Ms*** *** regarding the *** *** ***, *** (the “Vehicle”) that was purchased on or about August 23, from the CarMax
store located in San Antonio, Texas (“CarMax”).
In this complaint, Ms***, is requesting a reimbursement totaling
$1,
According to our records, CarMax received a letter and
pictures from Ms*** on or about February 12, 2015. Ms*** requested reimbursement for
repairs that were completed by a third party body shop. CarMax was unaware of any concerns with the
Vehicle, and did not have an opportunity to evaluate the Vehicle before the
body shop work was completed. CarMax reviewed
the letter, photographs, and documentation from the Vehicle’s Certified Quality
Inspection. CarMax determined that the
Vehicle met our quality standards prior to sale, and neither the safety nor
performance of the Vehicle was affected by the body work that was discovered. Upon completion of the review, CarMax advised
Ms*** of our decision not to reimburse her.
CarMax’s decision to decline the settlement request as set
forth in the complaint has not changed
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***
Analyst, Customer Relations

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Due to the problems I continually had with attempting to use the AC within the first years of attaining my car I refrained from using it out of fear of more issues during that time period in Not only was Carmax incapable of fixing my problems, resulting in repeated visits, the wait time for "next available" appointments was always at least a week and a half. Even when I dropped the car off for service, diagnostics always took at least 3/of the day, which then had to stay overnight so they could actually begin any repairsWho, today has time to set aside at least a week for frequent repairsWorking two jobs and attending school, I did not have the time to visit Carmax any more often. It was easier and cheaper to not use the AC, the next attempt, was when my car went in to *** for months, my car was unusable and in and out of their repair facility. Even when my car was stalled, with parts blown out and called out of emergency (I clearly wasn't moving my car anywhere) Carmax couldn't "get me in" until days laterThus, their partner associates at *** took me in same daySo Yes, since around this time last year I have NOT been back to carmax for repairs as has been stated in previous correspondence with Carmax personnel that I did not trust Carmax's capabilitiesThey could not fix issues the FIRST time, nor the SECOND, and it became obvious Carmax was incapable of either installing non defective parts, or resolving mechanical issuesWho would take their car back to a mechanic who had to repair their own repair??? With warmer weather approaching and the car showing more signs of overheating, I came to the decision to be rid of the car and its continuous problemsI gave Carmax plenty of opportunities to repair my car, which they had notI then decided to appraise the car and hope its value, including all the troubled history I have had with it, would allow me to break even and walk awayTo make matters worse, after their low appraisal, I was now going to have to essentially pay Carmax a few more thousand to take the car off my hands!!? Given that case, I came up with a reasonable solution, of a refund in the amount of money spent on repeated repair costs I had to payFrom their declined response, it sounds as though they take NO responsibility, and stand by their quality of repairsShamefulAll the money they take from people's payments, deductibles, and funds from repairs, they cannot hold up their responsibilitiesRegardless of the outcome I will continue to divert anyone I know looking for vehicles to other trusted and reliable dealersI have included a picture of the pages of repair historyPeople literally laugh when I show them my paperwork
Regards,
*** ***

August 11,
*** *** ***
***
Moorefield Park Drive, Suite
Richmond, Virginia
*** *** ***
Complaint ID: ***
*** *** *** *** *** *** ***
Dear Ms***:
Thank you for forwarding the complaint dated July 27, regarding
the Vehicle purchased from the CarMax store located in *** *** (“CarMax”)
on or about September 1,
In the complaint, Ms*** describes concerns with the
Vehicle’s air conditioning system and requests that CarMax complete the
necessary repairs at no expense to her
Repair documentation states that Ms*** visited CarMax on or
about September 17, to allow the service department to look into a few
issues during her 30-Day Limited Warranty periodService records state that
while Ms*** stated the air conditioning was blowing warm air, CarMax completed
proper diagnostic testing and found the system operating as designedAs a
result of this, no repairs were completed for this specific concernService
documents state that Ms*** scheduled a second visit for the air
conditioning concern on or about January 11, 2016, and did not attend her
appointment as scheduled
Company records indicate that CarMax then received a letter from
Ms*** regarding this concern on or about June 23, After receiving
her written correspondence, a member of CarMax’s Customer Relations department
called Ms*** on or about June 27, and June 28, The mechanical
issues with the Vehicle were discussed around this time with the CarMax service
management team, as wellCarMax’s records indicate that the Service Manager
made several attempts to reach Ms*** by phone with an offer of
assistanceHowever, he was not able to leave her a voicemail due to her phone
system settings
While CarMax is unable to participate in providing repairs to the
Vehicle at no cost, CarMax will diagnose the air conditioning concern free of
charge and offer the necessary repairs at a reduced retail cost for Ms
FreemanShould Ms*** wish to accept this offer of assistance, she is
encouraged to call the CarMax service department at ***, option **
CarMax appreciates the opportunity to respond to this complaint
Please contact me at ***, extension ***,
with any questions you may have
Sincerely,
Kristina S***
*** *** *** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, 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 this solution because I have already reported this issue twice to CarMax of*It is absolutely IMPOSSIBLE to get a live person on the phoneYour only recourse is to leave messages and HOPE someone returns your callI have left two message prior to reporting this to Revdex.comI have since left a third message today April 4, @ 10:25am
Please relay this to the CarMax representative as it seems the only way I receive any response is through Revdex.com
Regards,
*** *** ***

March 16,
*** ***Revdex.com
"margin-bottom: 0.0001pt;">Moorefield Park Drive Suite
Richmond, VA
Re: MRS *** ***
Dear Mrs***,
Thank you for forwarding the complaint *** received in
your office from Mrs*** *** regarding the *** *** ***, ***,
(the “Vehicle”) that was purchased on or about December 12, from the
CarMax store located in *** *** ***, Arizona (“CarMax”). In this complaint, Mrs*** is requesting a
down payment refund or financial assistance
According to our records, CarMax did inform Mrs*** about
our held check policy at the time of sale.
CarMax is unable to hold a down payment check with a RoadLoans Voucher
used for financing the Vehicle. The down
payment check was returned and was sent to CarMax’s Credit and Collections
department. Mrs*** did work with CarMax’s
Credit and Collections department to resolve the concern
CarMax is declining the settlement request as set forth in
the complaint. According to our records,
Mrs***’s collection account was settled on or about March 1, 2015.
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at (*** ***, extension ***, if you
have any questions
Sincerely,
*** ***Analyst, Customer Relations

May 23rd,
name="OLE_LINK4">
*** ***, Operations Supervisor
Revdex.com
East Franklin Street
Richmond, Virginia
RE: *** *** ***
*** *** *** VIN: *** (the “BMW”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** *** regarding the *** purchased from the CarMax of Ontario, California (“CarMax”) on April 22nd, 2014. In his complaint, *** *** shares his frustrations with the mechanical concerns with the ***. Due to his frustrations, *** *** is requesting that CarMax allow him to return the *** and take back his trade vehicle
CarMax’s records indicate that *** *** was able to return the *** and that he chose to purchase a different vehicle from CarMax. CarMax considers this complaint resolved
Thank you for providing CarMax an opportunity to respond
Sincerely,
*** ***
Analyst, CarMax

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***,I agree with this offer with these final amendments to the initial offer letter I had requested from *** *** *** at Carmax via telephone conversation with my sister *** on Tuesday Decemver 16,at approximately 2:30pmWe requested that on the letter of agreement it states how and why they have to adjust the account down to $and that once we pay this balance off in 1/payments we would receive the title to the *** *** ***We received a letter today via *** stating the reason for the write off and that the title would be sent to us once the balance of $is satisfiedUnfortunately they left out the payment arrangements that we agreed to and the amount of the balance due and the adjusted amountWe called *** *** *** this evening and left a detailed voice mail informing him and requesting that an adendum to the letter received today be written with the payment arrangement of 1/payments and the balance amountsAlso, her first payment will be made on February 4, due to her financial circumstances at this time and her large bills she has and prescriptions as wellOnce we receive this adendum to the initial letter we received today with the information we had discussed initially over a telephone conversation then we find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***Thank you for your assistance in this matter at this time
Regards,*** ***

December 4,
*** ***,
Operations Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Mr*** ***
Complaint ID ***
*** *** *** (the “Vehicle”), VIN: ***
Dear Mrs***:
I am writing
in response to your letter dated November 9, 2015, wherein you forwarded a
complaint from Mr*** *** regarding the Vehicle purchased from the
CarMax store located in Brandywine, Maryland (“CarMax”) on or about September
12,
CarMax apologizes for the inconvenience that
Mr*** has experienced with the Vehicle.
CarMax associates have attempted to contact him on or about November 18,
and on or about November 30, to invite him in to re-address the noise
concern with his brakes. Messages were
left on both occasions
CarMax encourages Mr*** to contact
CarMax’s Service Manager, Gerald G***, directly at *** extension *** if he would like to schedule an appointment to re-address this concern at
no cost to him under CarMax’s 6-month of 6,mile warranty
CarMax appreciates the opportunity to respond
to this complaint and looks forward to the opportunity to connect with Mr
***
Please contact me at (855)562-extension *** with any
questions you may have
Sincerely,
Nekia W***
Analyst, Executive Response Team

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[This is totally wrongWe are not requesting a settlement, CarMax committed fraudWe never owed them at allThey sold us the car for an amount totally different than what they said they didI have the paperwork to prove it.]
Regards,
*** *** And *** ***

Calibri;"> June 4May 28,
Via Electronic Mail
*** ***, Operations Supervisor
Revdex.com
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
Dear *** ***:
I am writing in response to your letter which forwarded the complaint of *** ***
On April 18, *** *** purchased a *** *** **, *** (the “Vehicle”) from CarMax in Merrillville, Indiana. In *** *** Desired Settlement he stated he wanted to receive a payoff on the vehicle.
*** *** amortized some negative equity with his loan. Carmax did take return of the vehicle and refunded the loan on the vehicle but not his negative equity. *** *** was also offered both of the vehicles he traded in back to allow him to not have the negative equity on the loan for the ***. *** *** could have worked with his credit union to reinstate the original loans. CarMax considers the issue closed
Please contact me at *** *** extension *** with any questions you may have. Thank you for providing CarMax an opportunity to respond
Sincerely,
*** ***
SrAnalyst Customer Relations

June 30,
*** *** ***
***
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
*** *** ***
*** *** *** (“the Vehicle”)
Dear Mrs***,
Thank
you for forwarding the complaint received in your office from Ms*** regarding
her purchase of the Vehicle from CarMax of *** ** (“CarMax”) on September
28th,
In her complaint, Ms*** referenced service concerns with the Vehicle and requested a refund of all the
money she invested since her purchase
CarMax addressed service
concerns on the Vehicle during multiple occasions since Ms*** purchaseAll
of these concerns were covered under her extended service plan purchased at the
time of saleIn an effort of customer service, CarMax covered MsLurcero’s $
deductible on four different occasionsMs*** received alternate
transportation while the Vehicle was in for service each time
CarMax will continue to
address any service concerns that Ms*** may have with the VehicleIn the
event that Ms*** would like to sell the Vehicle, CarMax would be happy to
offer an appraisal
If
Ms*** has any further questions on the Vehicle or her service concerns,
she may contact me directly at *** *** ***
Thank
you kindly for providing CarMax the opportunity to respond to this matter
Sincerely,
*** ***
Analyst, CarMax Customer Relations

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, 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,*** *** I feel the customer should not be responsible to check for open recalls furthermore CarMax attempted to repair the affected electrical system three times and failed to repair my vehicle correctlyThis action placed my safety including other drivers safety at risk if my car caught on fireI sent additional invoices to the Revdex.com including the invoice from the BMW Dealer in Houston Texas in which states the faulty repair work that was completed by CarMax.Thank you,*** ***

[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 ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at:***
Regards,
*** ***

March 3rd,
"">
*** *** *** ***
Revdex.com
*** *** *** ***
*** *** ***
RE: *** *** ***
*** *** *** ** *** *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** regarding the Vehicle purchased from the CarMax of *** *** *** (“CarMax”) on December 26th, 2013. In his complaint, *** *** shares his frustrations with an on-going repair concern and requests that CarMax to repair the Vehicle or exchange the Vehicle with a similar vehicle without any concerns
CarMax’s research shows that CarMax did attempt to diagnose *** *** concern mentioned in the complaint, but was unable to duplicate his concern. In addition, CarMax sent the Vehicle to a local *** Dealer in an attempt to diagnose the concern but the dealer was not able to duplicate *** *** concern as well
CarMax recognizes *** *** frustrations but without being able to duplicate the concern, neither CarMax nor the local *** dealer can determine if there is a failure that can be repaired. CarMax will continue to diagnose and repair the Vehicle under the terms of CarMax’s 90-Day Limited Warranty. *** *** is encouraged to contact the*** *** at CarMax (***) to discuss his concerns and any options that may be available to assist
Thank you for providing CarMax an opportunity to respond
Sincerely,
*** ***
***, CarMax

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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,
*** ***
They being carmax are suppose to bring my truck in on tues the th to review the issue in there answer to you they refer to you that my
Truck was sent to *** dealer well yes that's true but it was seen for a transmission issue not the problem I complained about
Thank you *** ***

*** ***
Revdex.com
Calibri;">Moorefield Park Drive Suite
Richmond, Va.
Re: *** ***
Thank you for forwarding the complaint received in your office from *** *** *** regarding the
*** *** ** ***, VIN ***(the “Vehicle”) that he purchased on or about
February 11, from the CarMax store located in San Antonio, TexasIn this complaint, *** *** is requesting that his Vehicle be repainted , consideration given for diminished value of his vehicle and compensation for time missed from work
As stated in his letter, *** *** Vehicle has had several concerns which were addressed under the Day Limited WarrantyCarMax acknowledges the fact that *** *** had been without his Vehicle for a period of timeAt that time CarMax offered to extend the Day Limited WarrantyIn regard to the incidental damage that was done to *** *** Vehicle while in CarMax’s possession, the repair work was completed , reviewed, and approved by *** ***
In consideration of *** *** dissatisfaction with the service that he received at CarMax, Carmax paid to have the concern with the Vehicle’s headlights repaired at another facility and also extended the offer to pay for a rental while *** *** Vehicle was being repaired. Because of *** *** continued unhappiness, the offer was extended to *** *** to return the VehicleAt that time *** *** declined the offer
CarMax regrets the inconvenience that this may have caused *** ***While we appreciate the opportunity to respond to this complaint; CarMax is declining the settlement request as set forth in this complaint
Please call me at ***, extension ***, if you have any questions
Sincerely,
*** ***
Analyst, Executive Response Team

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.That is true what Carmax has written at the time I purchased my vehicle my registration was not due they did transfer the vehicle into my name in May of that yearHowever *** I have spoke with six different people at *** over the phone and in the *** office they all say that I should have paid my registration when I purchased my vehicle because Carmax charged me tax and license with that covers that next year registration for the next yearThey said carmax should have held the money and transferred it in July which would have gotten me my sticker they said I should not be paying registration again for this yearI can send you a copy of my contract I signed my asking price on my vehicle was 13,when they got finish with tax and license my financing price was 16,so please send a break down of where 3,go towards please thank you for all your help
Regards,
*** *** ***