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CarMax , Inc.

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CarMax , Inc. Reviews (1863)

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]

May 5, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Miss [redacted] regarding the [redacted], [redacted]
(the “Vehicle”) that was purchased on or about March 16, 2015 from the CarMax
store located in Raleigh, North Carolina (“CarMax”).  In this complaint, Miss [redacted] is
requesting that the engine be replaced or to return the Vehicle if there are
further mechanical issues.
Miss [redacted] brought the Vehicle to CarMax on or about
March 25, 2015 with concerns of brake noise, sound from the auxiliary input and
key fobs not working properly, and to have a new power point outlet installed.  CarMax was unable to duplicate the brake
noise and all brake pads measured at 9/32" or greater.  CarMax replaced the power point outlet and was
unable to duplicate the concerns with the auxiliary input.  New key fobs were ordered by CarMax, then picked
up and tested by Miss [redacted] on or about April 9, 2015.
Miss [redacted] brought the Vehicle to CarMax on or about
April 14, 2015 with concerns of a smell coming from the air vents and that the
new key fobs would only work in close proximity to the Vehicle. CarMax took the
Vehicle to Flow [redacted] and authorized the recommended replacement of a receiver which
resolved the concern with the key fobs.  CarMax
replaced the cabin air filter to address the smell coming from the air vents.
On or about April 23, 2015 Miss [redacted] advised CarMax of
a concern with fluid underneath her brake pedal.  Miss [redacted] took the Vehicle to Flow [redacted] on
April 27, 2015 to review the concern.  Flow
[redacted] advised there was excess grease that was used to lubricate the hardware
for the pedals and cleaned it for Miss [redacted].   This resolved the concern.
All repairs have been covered by the CarMax Limited 30 Day Warranty
at no cost to Miss [redacted].  While the
Limited 30 Day Warranty has expired, Miss [redacted] did purchase the MaxCare
Extended Service Plan which will offer coverage until the Vehicle reaches
100,000 miles or March 16, 2020, whichever occurs first.  CarMax considers the mechanical concerns
resolved and is declining the settlement set forth in the request.
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

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]

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]

[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 30, 2011 from the CarMax store located in Knoxville, Tennessee.  In this complaint
[redacted] is requesting that CarMax purchase the Vehicle from her for the amount that is owed on her loan.
As stated in her letter, [redacted] Vehicle has had intermittent issues that neither Carmax nor two other [redacted] have been able to fix. CarMax regrets the problems that [redacted] has experienced with her Vehicle.  CarMax extended an offer to purchase [redacted] Vehicle from her and she has accepted the offer.
CarMax appreciates the opportunity to respond to this complaint. If you have any further questions, please call me at [redacted], extension [redacted].
Sincerely,
 
[redacted]
Analyst, Executive Response Team

July 11, 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 June 25, 2016, wherein you forwarded a complaint from Mr. Clarence [redacted] regarding the Vehicle purchased from the CarMax store located in Midlothian, Virginia (“CarMax”) on or about March 26, 2014.  Mr. [redacted] requests that CarMax repair the Vehicle’s suspension concern under the terms of their 30-Day Limited Warranty.
Mr. [redacted] brought the Vehicle to CarMax on or about April 28, 2014 to inquire about a rumbling noise while driving and a leaking concern.  CarMax completed an alignment on the Vehicle and also replaced the front right strut at no cost to Mr. Lewis.  No leak was found at the time of this visit. 
The Vehicle was later brought back to CarMax on or about July 8, 2014 to inquire about a faded hood concern.  CarMax repaired and repainted the Vehicle’s hood at no cost to Mr. Lewis.  CarMax has no record of a suspension concern during this visit (or at the time of the previous visit on or about April 28, 2014).
CarMax has not seen the Vehicle since this last repair on or about July 8, 2014 and is therefore declining Mr. [redacted] requested settlement to repair the Vehicle’s suspension under their 30-Day Limited Warranty.  Conversely, if Mr. [redacted] would like for CarMax to diagnose and repair the Vehicle at their standard rate, he can contact their service department directly at [redacted] ext **
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]

[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]

June 17, 2014
[redacted]
Revdex.com
[redacted]
Richmond, Virginia 23236
Re:  [redacted]
Dear[redacted]: 
     I am writing in response to your letter which forwarded the complaint of [redacted].
     On February 11, 2014 [redacted] purchased a [redacted] (the “Vehicle”) from CarMax in [redacted].  [redacted] discussed in her letter that the seats were not leather as advertised.  She had the seats replaced with leather at a facility other than CarMax.  [redacted] then showed CarMax management what she had done.  She states in her desired settlement she would like to be reimbursed for what she paid to have the job done.  She felt it was advertised with something it did not have.
     This [redacted] is an ** which comes from [redacted] with leather seats as standard issue.  [redacted] had seats re-upholstered by an outside facility without notifying CarMax or allowing CarMax to try and address her concerns.  Customer was informed by management that CarMax would not provide a refund for unauthorized work.  This is CarMax’s final decision.
     If you have any questions, please contact me at [redacted], extension[redacted].  Thank you for providing CarMax with an opportunity to respond.
Sincerely,
[redacted]

September 23, 2014
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
[redacted]  
[redacted]
/>
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]

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] Thanks [redacted], my problem with Carmax is that they priced the truck based on the fact that it had leather seats an since the seats were not leather they should give me what I overpaid based on misrepresenting the advertisement.  As I stated in our phone conversation, I paid to have them redo the seat but changed my mind because their price was $300 higher than Leather Medic.

Calibri;">                                 �... July22, 2014
Via Electronic Mail
[redacted], Operations Supervisor
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re:  [redacted]
Dear [redacted]:
     I am writing in response to your letter which forwarded the complaint of [redacted]. 
 On March 20, 2014 [redacted] purchased a [redacted] (the “Vehicle”) from CarMax in Savannah, Georgia.  In his desired settlement [redacted] stated he would just like his car fixed.
[redacted] purchased the vehicle and the oil sensor started coming on the 29 th day of his ownership of the vehicle.  He had taken the car to [redacted] dealerships and they were unable to fix the vehicle.  In June [redacted] was in the Hartford, Connecticut CarMax.  The [redacted] has a sealed oil system with no dipstick.  Hartford CarMax had a tool to measure oil levels in [redacted] vehicles.  The vehicle was on half quart low.  Oil level was filled.  The sensors were off and [redacted] was satisfied.
 If you have any questions, please contact me at [redacted], extension [redacted].  Thank you for providing CarMax with an opportunity to respond.
Sincerely,
[redacted]
Sr. Analyst Customer Relations

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]

September 23,
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 August 27, 2015, wherein you forwarded a complaint from Mrs. [redacted]
[redacted] regarding her request to be excused from having to pay CarMax’s Credit
and Collections Department a settlement amount of $300.  Mrs. [redacted] also mentioned in the complaint
that CarMax uses tactics to finance their customers at a higher interest rate.
 
Mrs. [redacted] came in to CarMax on or
about July 6, 2015 to trade the Vehicle in for a 2014 [redacted].  CarMax appraised the Vehicle for $14,000.00, sent
her lienholder (Capital One) a payoff check in the amount of $4,960.54, applied
$9,039.45 towards the purchase of the 2014 [redacted] and sent Mrs. [redacted] a
reimbursement check in the amount of $450.19 for the balance remaining on her
Extended Service Plan.
 
CarMax was later contacted by [redacted] to inform them that the payoff was short by $450.19.  A review of CarMax’s records indicate that the
previous amount mailed to Mrs. [redacted] were monies that should have been added
into the total payoff balance of the loan with [redacted].  In an effort to correct this error, CarMax
contacted Mrs. [redacted] by phone to inform her of the situation and to advise her
that the $450.19 would need to be returned back to CarMax as soon as possible (per
the signed Vehicle Purchase Agreement).
 
Mrs. [redacted] informed CarMax that she
would need to make payment arrangements to pay off this balance because the
funds had already been spent.  CarMax
paid Capital One the $450.19 on Mrs. [redacted]’ behalf, and forwarded her information
to CarMax’s Credit and Collections Department to set up payment arrangements.  CarMax’s Credit and Collections Department
offered Mrs. [redacted] a settlement amount of $300, as opposed to the previous
balance of $450.19.  Mrs. [redacted] paid CarMax’s
Credit and Collections Department this amount on or about August 21, 2015. 
 
Due to CarMax’s Vehicle Purchase
Agreement stating that “The Estimated Payoff may be greater or less than the
amount that is actually due to the lienholder(s) to transfer title (“Actual
Payoff”). You agree to pay CarMax the difference between the Total Estimated
Payoff and the Actual Payoff plus any additional costs [i]ncurred by CarMax,
upon demand,” CarMax is declining Mrs. [redacted]’ request to be excused from having
to pay CarMax $300.
 
In addition,
CarMax does not engage in deceptive financial tactics and does not make
financing decisions.  The order in which
the names are listed on the credit application has no bearing on the rate
offered by a finance company.
 
CarMax apologizes for any
inconvenience that Mrs. [redacted] may have experienced and appreciates the
opportunity to respond to this complaint.
 
Please contact me
at [redacted] extension [redacted] with any questions that you may have.
 
Sincerely,
 
[redacted]
[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]

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

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]

June 10, 2016
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID: [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                           
 
Thank you for forwarding the complaint dated May 31, 2016 regarding
the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”)
on or about March 7, 2016.
 
In her complaint, Miss [redacted] describes concerns with the
Vehicle’s tag and requests that CarMax resolve the registration concern.
 
Company records indicate that CarMax issued a temporary tag for
Miss [redacted] at the time of purchase, as she did not have a permanent plate
with her for the Vehicle. CarMax was unable to process Miss [redacted] plate
due to the status of her driver’s license. CarMax attempted to reach Miss
[redacted] by phone a number of times during her first thirty days of ownership.
On or about May 31, 2016, Miss [redacted] spoke with a Customer Relations
Analyst and a member of the Business Office management team at CarMax
[redacted].
 
CarMax worked with the appropriate [redacted] state regulatory
organization to assist with registration for the Vehicle. This information was
shared with Miss [redacted] on or about May 31, 2016. Company records indicate
that the Vehicle’s plates are now valid until the stated expiration month in
2017, as listed on the renewal sticker she received.
 
Should Miss [redacted] have any additional questions about the
paperwork for the Vehicle, she is encouraged to call CarMax [redacted] at [redacted]
 
 
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]

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 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]

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Description: Auto Dealers - Used Cars, Used Car Dealers (NAICS: 441120)

Address: 12800 Tuckahoe Creek Pkwy, Richmond, Virginia, United States, 23238

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