CarMax , Inc.

September 25, 2014

class="MsoNormal">
[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
RE: [redacted] (the “Vehicle”)
[redacted]
            Thank you for forwarding the complaint received by your office from [redacted] regarding the Vehicle purchased from the CarMax of [redacted] (“CarMax”) on October 19th, 2013. In his complaint, [redacted] cited repair issues with the engine in the Vehicle and is requesting that CarMax replace the engine as a result of failure in June of 2014.
            CarMax was made aware of [redacted]’s concerns with his engine prior to receiving this complaint. CarMax had previously submitted a claim with the extended service provider, [redacted], to determine if any assistance could be provided to [redacted] and the repair. The claim for a replacement engine was denied due to customer neglect, as there was no oil present in the engine.
CarMax declines to provide any reimbursement for the repairs that [redacted] has incurred, as the CarMax Limited Warranty that CarMax provides has expired. Furthermore, the guarantee on any repairs CarMax has performed has also expired as over 10,000 miles have been added to the Vehicle since the last repairs were completed and there was no communication on any engine issues.
            CarMax will address any engine issues that the Vehicle currently has and will complete any needed repairs at [redacted]’s expense. CarMax also will address any additional repair issues that the customer may have. [redacted] is encouraged to contact [redacted] for the CarMax service department to arrange an appointment to address these issues.
            Thank you kindly for providing CarMax an opportunity to respond to this matter.
Sincerely,
[redacted]

Roman';">                                  ...⇄ June 10, 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 February 14, 2014 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax of South Broadway, CO.  In his complaint, [redacted] is requesting CarMax buy back the Vehicle at full sales price due to an undisclosed accident. 
CarMax management spoke to [redacted] on May 27, 2014, and reviewed his concerns about the undisclosed accident.  Management let [redacted] know that CarMax ran an [redacted] vehicle history report and there were no accidents reported at the time of sale.  CarMax offered to inspect and do an appraisal for [redacted].  Unfortunately, this was not an option for [redacted].
CarMax declines [redacted] request as set forth in his complaint. If you have any questions, please call me at [redacted], ext [redacted].
                                   
Sincerely,
[redacted]
Customer Relations Analyst

[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], 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]

The reply from CarMax Richmond is categorically incorrect. I have YET to receive one (1) proactive phone call from the local CarMax. I know that it is not an issue with my cell phone as I never had any problem getting calls from CarMax when the salesman was trying to close the deal. Corporate CarMax, how do you know the Roswell, GA staff is telling you the facts of the situation? I can assure you they are not. HERE IS WHAT I WANT: A check for $480.16. The breakout is $375 is for the detail of the car, and $105.16 is for tow harness. Receipts [redacted]. HERE ARE THE FACTS OF THE SITUATION: While negotiating the [redacted] car deal I told salesman Brent I wanted the car detailed and the rip in the windows fixed. I told him I would purchase the car AFTER the work requested was completed and Brent said, "no need to wait we will do a 'to follow' or equivalent and that will be part of the deal" and will have to be done. I purchased the car and when I inspected that evening at home I found the well in the back that houses the jack and tire iron ful of water. The jack and tire iron were very rusty like the water had been there for awhile. I returned to [redacted] CarMax in the AM and they agreed to address it. During that time they found the spare key I left did not work with the car and that they would have to order a new one and program it when it came in. They removed the water and gave me a new jack and tire iron they lifted from another [redacted] they had on the lot. I asked about the rip and detail work and they said the outfit that did that would call and mentioned they were surprised they had not called me already to schedule. I was to return on the next Tuesday for the key. The Sunday before I go to haul my jet ski to the lake only to find their is no tow harness. The [redacted] has the tow hitch but no light harness. That Tuesday I go to Roswell CarMax for the key. I mention to [redacted] the no tow harness, she goes to "acting manager" [redacted] and he says it is not "their responsibility" and I should go to [redacted]. I ask about the detail and tear AGAIN. She reassigns it to a different group and again I am told "They will call you.". I go home and leave experience feedback on both [redacted] and Revdex.com. I wait a couple of days, no call and go back to Roswell CarMax. I talk to [redacted] personally and tell him the "tow package" is listed on car window sticker. It is not legal to tow without lights thus lights harness is warranted. He now agrees and tells me to get it done and they will pay for it. I again mention no call on detail work or window rip. I have yet to STILL receive a call. I purchased new windows, thus rip is no longer issue. I had car professionally detailed and had the tow harness placed. Receipts [redacted]. I need not go back to Roswell CarMax. I simply want the work completed I made as part of my deal and that means you owe me $480.16. If I do not get it the next option is to call CarMax finance. Step after that is to go to small claims court (cost is $75 and I will want you to pay for it if I win). The [redacted] entry is very damaging for you and frankly should have been avoided. You have a good system, however, your service area has issues with follow up. People expect better service than I received. Regards,
[redacted]

My car was never brought to another maintenance shop. This is a false claim. When I spoke to the maintenance rep he said that only his shop at car max looked at it.also, the mileage claws by car max is also false. They did not drive my car 9 miles as claimed. I question the integrity and honesty of this dealership. I can't be leave how far these lies have gone.
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.Revdex.com-ID #[redacted]
[redacted]I REPLIED ON 7/7/2014 , I'M ASSUMING THAT YOU DID NOT RECEIVE MY RESPONSE.  PLEASE IAM STILL IN NEED OF THE Revdex.com. ASSISTANCE .IAM NOT SATISFIED WITH THE RESOLUTION THAT CARMAX HAS PROVIDED . I DID SPEAK WITH [redacted] FROM BUENA PARK CARMAX AND SAID THAT I HAD TO PAY OUT POCKET. I WROTE ON MY COMPLAINT. THAT IT COULD BE ENGINE PROBLEM, BUT I DO NOT KNOW, I AM NOT A MECHANIC AND MY VEHICLE HAS NOT BEEN DIAGNOSED yet. WHAT I DO KNOW AND HAVE PAPERWORK/WITNESSES THAT THE LAST TIME MY CA WAS AT DUARTE CARMAX IN NOVEMBER 2013 FOR THE SAME COMPLAINTS. AND ALL SERVICES PERFORMED HAVE NOT BEEN FIXED WHEN THE Y WE'RE  WITH IN WARRANTY. PLEASE CONANT ME AT[redacted]  OR E MAIL ME AT[redacted]
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.
During the period of August 6th, I contacted the local office and the corporate office to express my concerns with the vehicle.  As the problem had been identified by [redacted] and myself as intermittent, the concern is that the vehicle has ongoing issues.  Since leaving the dealership last, the vehicle has experienced the same difficulty on two other occasions.  It would appear that the juncture box was not the apparent fix.  Also, all vehicles are to meet a minimum quality assurance, called the CarMax Certified status.  I do not feel that my vehicle at purchase met the minimum standards.  I did all the company to appraise the vehicle.  However, I do not have confidence in the product that CarMax offers.  I recognize that it would be egregious to "wipe away" the loan; however, I believe that a better alternative exists. 
 
Regards,
[redacted]

January 23, 2014
0in 0pt;" class="MsoNormal">[redacted], Operations Supervisor
Revdex.com
<st1:street w:st="on"><st1:address w:st="on">701 East Franklin Street
<st1:place w:st="on"><st1:city w:st="on">Richmond, <st1:state w:st="on">Virginia <st1:postalcode w:st="on">23219
RE: [redacted]
[redacted] VIN: [redacted] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle she purchased from the CarMax in <st1:place w:st="on"><st1:city w:st="on">Laurel, <st1:state w:st="on">Maryland (“CarMax”) on September 26th, 2013.  In her complaint, [redacted] shares her frustrations with the on-going repair concerns with the Vehicle and her attempts to get them resolved.  [redacted] is requesting that CarMax repair the Vehicle at no cost to her.
CarMax recognizes [redacted] frustrations and offers to repair the concerns she mentions in her complaint at no cost to her.  [redacted] is invited to call the Service Department at CarMax ([redacted]) to schedule a service appointment at her convenience.
Thank you for providing CarMax an opportunity to respond.
Sincerely,
[redacted]
Analyst, CarMax

September 23, 2014
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
[redacted]  
[redacted]
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Dear [redacted]:
Thank you for forwarding the complaint dated August 25, 2014 regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about February 28, 2014.  [redacted] requested in his desired settlement for CarMax to cover all of his repair costs, issue him a refund for all expenses paid and the ability to terminate all contracts upon return of the Vehicle.
CarMax offered [redacted] the ability to purchase the Extended Service Plan (“MaxCare”) at the time of sale.  However, [redacted] elected not to purchase the multiple package options offered.
[redacted] mentioned in the complaint that be brought the Vehicle to the Service Department on or about March 3, 2014 to inquire on a check engine light concern.  However, CarMax’s records indicate that the Vehicle was not brought in until March 17, 2014 to address this concern.  CarMax sublet the Vehicle to [redacted] on or about March 17, 2014.  [redacted] diagnosed and repaired the Vehicle the same day and returned it back to CarMax.  [redacted] picked up the Vehicle the same day.
According to the complaint, [redacted] brought the Vehicle back to [redacted] on or about May 22, 2014 to readdress a check engine light concern.  [redacted] also noted in the complaint that there was a burning smell and smoke coming from under the hood of the Vehicle, a battery issue and a rubber seal failure in the valve cover.   [redacted] estimated that all repairs would cost approximately $1315.41.  [redacted] paid $332.97 to have the battery replaced.
[redacted] then took the Vehicle to [redacted] on or about August 13, 2014 to address a misfire and stalling issue according to the complaint.  [redacted] found mechanical failures, vacuum leaks, misfires, timing issues and valve damage.  [redacted] estimated that all repairs would cost about $3752.87.  [redacted] paid $206.93 to have the Vehicle diagnosed and the vacuum leaks repaired.
The Vehicle was brought back to CarMax on or about August 27, 2014 to address the previous stalling concern diagnosed by [redacted]  CarMax sublet the Vehicle to [redacted] that same day.  [redacted] diagnosed the Vehicle and replaced the cylinder head and valve cover.  Total repair costs for this service visit totaled $4839.64.
CarMax paid [redacted] $2419.82 (half of the Vehicle’s repair costs) as a gesture of goodwill on or about August 27, 2014.  [redacted] paid the remaining costs of repair.
[redacted] returned back to CarMax on or about September 8, 2014 to have the Vehicle appraised.  CarMax offered [redacted] $11000.00 for the Vehicle.  [redacted] accepted this offer.  
CarMax appreciates the opportunity to respond to this complaint, and is pleased to have been able to assist [redacted] with a resolution.
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]

April 6, 2016
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
[redacted]
Thank you for forwarding the complaint [redacted] received in
your office from Mr. [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about July 26, 2015 at the CarMax
store located in Southlake, Georgia (“CarMax”). 
In this complaint Mr. [redacted] is requesting information about the titling
process and for CarMax to apply for a title for him to the Vehicle.
According to our records, Mr. [redacted] purchased the Vehicle
in Georgia, and was residing in Georgia based on the address listed on his
Retail Installment Contract.  Usually,
CarMax would assist Mr. [redacted] processing title and registration paperwork with
the GA DMV on his behalf.  In Mr. [redacted] case, his lienholder, Exeter Financial, informed CarMax that there was a
problem with the funding of the Vehicle loan. 
CarMax has been in communication with Mr. [redacted] on multiple occasions.
 Mr. [redacted] would have been responsible
for registering and titling the vehicle properly with the state of Texas, if
that is where he currently resides; however, as of September 10, 2015, the
Vehicle is titled to CarMax.  
As of September 8, 2015 Mr. [redacted] case had been turned
over to the CarMax Credit and Collections Recovery department.  Mr. [redacted] is encouraged to contact Mary A[redacted]
at [redacted] extension [redacted] if there are any further questions.  
If needed, the Revdex.com can also please review the Revdex.com response
submitted by CarMax Auto Finance in August of 2015.  CarMax appreciates the opportunity to respond
to this complaint, and I am unable to respond further about this matter.
Sincerely,
*
[redacted]

July 2, 2015
 
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond,
Virginia 23236
 
Re: [redacted]
Complaint ID [redacted]
[redacted]
 
[redacted]
 
Thank you for forwarding the
complaint dated June 16, 2015 regarding the Vehicle purchased from the
CarMax store located in [redacted] (“CarMax”) on or about June 26, 2011.  Ms. [redacted] requested in the desired
settlement for CarMax to re-appraise the Vehicle and make her a higher offer that
includes previous repair expenses, or for CarMax to reimburse her $4,070.35 for
the cost that she recently paid to repair the Vehicle.
The Vehicle was brought back to CarMax on numerous occasions
between the dates of August 2, 2011 and November 8, 2012 to diagnose several
concerns including an air conditioner and/or check engine light concern.  CarMax’s records indicate that the Vehicle was
not seen in 2013, but was later brought back in for service on or about
February 13, 2014 to diagnose an axle shaft concern.
Due to CarMax not having seen the Vehicle since 2014, CarMax is
declining the settlement as set forth in the complaint.  However, CarMax encourages Ms. [redacted] to
visit a CarMax nearest her if she would like to have the Vehicle repaired or
reappraised for the current market value.
CarMax would understand
if Ms. [redacted] chooses another avenue for the marketing and sale of the Vehicle
as she is under no obligation to sell the Vehicle to CarMax.
 
CarMax appreciates
the opportunity to respond to this complaint and considers this matter closed.
 
Please contact me
at [redacted] extension [redacted] with any questions you may have.
 
Sincerely,
 
[redacted]
[redacted]

February 4, 2015[redacted]Revdex.com 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re [redacted]: [redacted] (the “Vehicle”), VIN: [redacted]Dear Ms. [redacted]: Thank you for forwarding the...

complaint dated December 28, 2014 regarding the Vehicle purchased from the CarMax store located in Mechanicsburg, Pennsylvania (“CarMax”) on or about May 14, 2014. Mr. [redacted] requested that CarMax repair the Vehicle at no cost and reimburse him S100 for the cost he paid to have the Vehicle diagnosed at a third party dealership.Mr. [redacted] contacted CarMax’s Customer Relations Department on or about December 18, 2014 to report that he had taken the Vehicle to a third party dealership to diagnose a noise concern.  He mentioned that their diagnosis determined that he needed to replace the front brakes and strut bearings.CarMax has not seen the Vehicle to address the above concern since on or about May 28, 2014.  Therefore, CarMax is declining Mr. [redacted]’s request for reimbursement.CarMax encourages Mr. [redacted] to contact CarMax directly at [redacted] to address the above concern.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, Customer Relations

February
11, 2015
"Times New Roman",serif;">[redacted], Operations Supervisor
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted] (VIN: [redacted] (the “Vehicle”))
Dear Mrs. [redacted],
            Thank
you for forwarding the complaint received in your office from Ms. [redacted] regarding
the Vehicle purchased from CarMax of Knoxville, TN ("CarMax") on September
21st, 2012. In her complaint, Ms. [redacted] cites repair concerns with
the Vehicle and requests a reimbursement of all monies associated with the
Vehicle.
 
CarMax
was unaware of Ms. [redacted]’s concerns prior to receiving this complaint. Ms.
[redacted] completed transmission repairs covered under her MaxCare extended
service plan. She was not responsible for any additional charges in October of
2014 and January of 2015 outside of a deductible of $200.00 for these repairs.
 
CarMax
will diagnose any additional repair concerns; however, CarMax has not had the
opportunity to diagnose any service concern on the Vehicle since Ms. [redacted]’s
purchase. Ms. [redacted]’s Vehicle also remains covered under the extended service
plan purchased.
 
In the event Ms.
[redacted] would like to sell the Vehicle, she is welcome to bring the Vehicle to
CarMax for a free appraisal offer.
           
Thank you
kindly for providing CarMax the opportunity to respond to this matter. 
Sincerely,
[redacted]
Analyst, CarMax 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.
 
Carmax raised the offer from $9,000 to $13,000 on a car we owe $15,000 and a trade in lost worth $2,500.
If the trade in value is so low and Carfax found reports an accident, how can Carmax say this is all they can do? This is not good business as I see it?
Do I sell the car back to Carmax for a $4,500 lose and then have to find a new car, does not make sense and this is a Carmax mistake to use Autocheck instead of Carfax as I seeit!
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.
The CarMax customer relations analyst, [redacted] who responded to my complaint is for one reason or another, lying.  CarMax has not attempted to reach me regarding this matter except for the initial call that was made to me by the Hartford Ct CarMax manager who was named Charlene.  I know that they did not try to reach me because they called me on Monday, 8/24/15 to confirm my mailing address so that they could overnight me my NY license plates and NY registration and they had no problem contacting me at that time.  I am satisfied with the outcome as I have now received my NY license plates and registration but I am livid that 1) they claim to have offered me some type of financial reimbursement for their error because they did not and 2) that somehow they would expect consumers to disregard a legally binding contract when I know that they would never do that if I made the error.  Having said that,  I will now be filing a complaint with the consumer protection agency with the hopes that such a large corporation as CarMax will find a better solution to this problem if it is an ongoing issue.  Thank You for your help in this matter.  The matter has been resolved. 
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.[Provide details of why you are not satisfied with this resolution.]Car Max is violating its own policy by refusing to finish repairing the car. Above 45 MPH if you need to make an emergency stop the ABS system fails and the wheels lock up. I have attached photos of the cars manual in regards to the ABS. If the brake pedal is hit hard to avoid an object or heaven forbid a person the system completely fails and All wheels lock up and THE ABS,ESP and the BRAKE light come on and error code 01130. According to the cars manual its a complete ABS system Failure. Yes car max spent money and getting other things replaced. I am asking for car max to keep trying to fix the system. The [redacted] they sold me also had two tires that are at the wear bar and need replacing. Car Max can either please finish repairing the car or take the car back.I want the ABS system to be look into further. The day I picked up the car I went for a drive came back to show the dealer the the lights where back on. They told me they don't know what else to do and that I needed to go back to car max. I want car max to reimburse me for any further repairs that the car needs they would be kept informed by the dealer or repair center. Car has a service appointment on 6/1/2015. J[redacted] specializes in ** cars. Phone number for the repair center is [redacted] and manager is [redacted]. I have no issues taking it back to [redacted] north at car max expense.  
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. Contrary to what was stated in Carmax's response, no repair had been completed by "[redacted]", but in fact, it was identified that the state of the tire had been a contributing factor in the issues I'd brought to Carmax's attention concerning the driving characteristics of the vehicle. Technicians made me aware that after placing the M5 on their lift that the tire had been "plugged" prior to my purchase. This further confirmed my concerns about the condition of the vehicle upon reception in April, which had been negated by Carmax. Carmax's negligence is bordering on treachery and considering the multi-point inspection and guarantee under which this vehicle was offered I wouldn't have ever expected to have been put at risk by something as important as the tires, but that's been the case. They had already accepted fault for the tires and unbeknownst to me scheduled a follow-up appointment days weeks later, however, the incident had already occurred. If it hadn't been properly inspected in the first place, why was it offered for sale? 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 out to get a monetary settlement. I wanted a proper explanation as to why there was a clean carfax report when we bought the car at Carmax and then 2 yrs later (when we go to sell the car) we are told the carfax has a history of 2 major incidents(Carmax and [redacted] both showed us the report).  It sure looks like the carfax report was 'doctored' when we bought the car.I wanted to report this event in the hopes that others be protected by poor business procedures. The explanation I was given by Carmax did not seem consistant with the happenings we experienced.Thank you to Revdex.com for reporting this.
Regards,[redacted]

August 5, 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 17, 2016 wherein you forwarded a complaint from Mrs. [redacted] regarding the Vehicle purchased from the CarMax store located in Stockbridge, Georgia (“CarMax”) on or about March 14, 2016.  In the complaint, Mrs. [redacted] expresses concern with CarMax not having added Guaranteed Asset Protection ("GAP") to the Vehicle at the time of purchase.
For background, Mrs. [redacted] brought CarMax an external lienholder check (from [redacted]) in the total amount of $14,697.00, to use towards the purchase of the Vehicle.  CarMax accepted this check, and had Mrs. [redacted] complete the remaining paperwork necessary to purchase the Vehicle.  In addition, Mrs. [redacted] also completed paperwork for the purchase of her MaxCare Extended Service Plan.  However, Mrs. [redacted] was not presented with the option to purchase GAP at the time of signing due to the fact that GAP can only be purchased through a customer’s lienholder.  This would have been an option provided to Mrs. [redacted] at the time of the [redacted] application.  Furthermore, CarMax researched Mrs. [redacted] statement regarding being told information of the contrary, but was unable to find any such records indicating that GAP was added to the Vehicle at the time of purchase.
Based on the above, in addition to CarMax’s inability to add GAP to the purchase of the Vehicle, CarMax is declining Mrs. [redacted] request.  CarMax does, however, appreciate 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

My car was in the shop again April 2014 for the airbag. Carmax Sacramento sent the car to [redacted] and once again I was told the airbag issue was fixed. Carmax Sacramento returned the car to me 4/11/14. On 4/30/14 the airbag light came on again and is currently still on. I don't see how offering to having the car appraised is a solution to this problem. I want Carmax to agree to buy this car back for what I owe so I am able to get a safe car. It would not be fair for me to end up up side down on a new car because Carmax can't get the car fixed. That is why I purchased a extended warranty from carmax.