CarMax , Inc.

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

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]

January 29, 2015
Roman"> 
[redacted]
Revdex.com
[redacted]
Richmond, VA23236
 
RE:  [redacted]
         2010 [redacted] VIN [redacted] (“the Vehicle”)
 
Dear Ms [redacted],
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle he purchased from CarMax of [redacted], California (“CarMax”) on 12/3/2013. Dr. [redacted] is requesting that CarMax offer her a complimentary service. 
 
CarMax appreciates the opportunity to respond.  CarMax had the vehicle towed in at our expense and found the CarQuest battery failure caused corrosion. CarMax is currently working on the repair.  Please call me at [redacted], extension [redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations

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.

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]
I am not satisfied with this offer. I was a victim of deceptive trade practice. My sales person clearly stated their would be only 1 inquiry. As I stated to her if more than inquiry would appear on my report I do not want to apply. I was reassured there would only be one . Please delete inquiries and this matter can be resolved

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

you for forwarding the complaint dated January 20, 2015 regarding the Vehicle purchased from the CarMax store located in [redacted], South Carolina (“CarMax”) on or September 11, 2014.  Mr. [redacted] requested that CarMax acknowledge an issue with the brakes and repair it at no cost.Mr. [redacted] brought the Vehicle to CarMax on or about October 9, 2014 to inquire about a check engine and tire pressure light staying on inside of the Vehicle.  CarMax diagnosed both concerns and made the necessary repairs.Mr. [redacted] brought the Vehicle back to CarMax on or about October 29, 2014 to readdress the check engine light concern and also mentioned a vibration and noise concern in the brakes when decelerating from higher speeds.  CarMax referred Mr. [redacted] to [redacted] for an ECM update to address the check engine light concern and resurfaced the front rotors to address the vibration concern in the brakes.CarMax offers a 6-month or 6,000-mile limited warranty on any services performed. CarMax encourages Mr. [redacted] to contact CarMax directly at [redacted] to schedule a service appointment and 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

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.
There was no resolution. If it is not resolved, I will take further action. I will attach documents, if needed.
Regards,
[redacted]

Roman';">                                  ...⇄ June 18, 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 21, 2014 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax of Roswell, GA.  In his complaint, [redacted] is requesting that CarMax take return of the Vehicle due to the leather seat not being installed and not receiving the refund for their hotel receipt. 
CarMax has issued a refund to [redacted] on 4/22/14 for $1,599.00 for the purchase of the leather that wasn’t installed due to a color issue.  [redacted] refund of $161.25 for the hotel stay was sent to him on 6/16/14 via [redacted].  CarMax is more than happy to appraise the Vehicle if [redacted] no longer wishes to keep the Vehicle.
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

January 30, 2015
Roman"> 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA23236
 
RE:  [redacted]
         [redacted] VIN [redacted] (“the Vehicle”)
 
Dear Ms Mann,
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle he purchased from CarMax of [redacted], North Carolina (“CarMax”) on 5/22/2014. Mr. [redacted] is requesting a billing adjustment from the purchase of the Vehicle.    
 
CarMax appreciates the opportunity to respond. CarMax has not seen this vehicle since on or about 5/27/2014. CarMax has attempted to reach Mr. [redacted] on multiple occasions since receiving this complaint but has not been able to connect with him.  Please have Mr. [redacted] call [redacted], Service Manager, at [redacted] at his convenience to discuss his concern. Please call me at [redacted], extension [redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations

[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](the “Vehicle”) that he purchased on or about
April 21, 2104 from the CarMax store located in [redacted] .In this complaint, [redacted] is requesting that repairs to the Vehicle be done correctly and quickly.
As stated in his letter, [redacted] Vehicle has needed several repairs.  As of the date of this letter, the Vehicle has been completely repaired at no cost to [redacted].  [redacted] was advised that in addition to CarMax, several other repair facilities have stated that the Vehicle is performing as designed. [redacted] was also extended the offer to return the Vehicle to CarMax. At that time, [redacted] stated that he would be meeting with an attorney.
CarMax regrets that [redacted] is not satisfied with his Vehicle. CarMax appreciates the opportunity to respond to this complaint.  Please call me at [redacted], extension[redacted], if you have any questions.
Sincerely,
[redacted]
[redacted]

November 17, 2014
0in 0in 0pt;" class="MsoNormal">[redacted]
Revdex.com
[redacted]
[redacted]
RE: [redacted]
        [redacted] (the “Vehicle”)
Dear [redacted],
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted], [redacted] on 11/04/2014.  In his complaint, [redacted] requests a mail refund for the down payment he made on the Vehicle, but later returned when his financing did not go through. [redacted] also requested to be compensated for a $50.00 cab ride and his time and aggravation.
A mail refund in the amount of $1399.88 was sent to [redacted] on 11/12/2014 via [redacted].  The [redacted] Tracking number is [redacted].  At this time we will not be able to participate in any further reimbursement.
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.
The only thing completed by CarMax of garland was dsg tranny service I still need all these services completed  Oil filterFuel FilterSpark PlugsFuel treatments for injectors air filterpollen filter
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], 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]

15 April 2014
0pt;">
[redacted], Operations Supervisor
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, Virginia  23236
Re:      [redacted], Complaint #[redacted]
            [redacted], VIN [redacted] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted], who purchased the above-referenced Vehicle from CarMax of Independence, Missouri, on 7 April, 2010.  In her complaint, [redacted] references multiple repairs and issues with the gas cap warning light, and requests that her vehicle be repaired and that she be provided a loaner vehicle, or that she be refunded the amount paid for previous repairs.
A review of CarMax’s records indicates that CarMax originally addressed a check engine light and gas cap concern on 8 November, 2013.  At that time, it was determined that the mass air flow sensor and gas cap both needed to be replaced.  The check engine light and gas cap issue recurred and were addressed by CarMax on 21 March, 2014.  During that repair visit, CarMax replaced the purge solenoid and sent the Vehicle to another repair facility for a second opinion.  [redacted] was not charged for that repair or diagnosis, as they were covered under the terms of CarMax’s limited repair warranty.
CarMax would be happy to assist [redacted] further as needed.  If the gas cap issue has recurred, CarMax would like the opportunity to address the concern.  [redacted] is welcome to contact the service department to schedule an appointment.
Thank you for the opportunity to respond.  If you have any questions, please contact me directly at [redacted].
Sincerely,
[redacted]
CarMax Customer Relations

February 7, 2014
 
[redacted] 
Re: [redacted] 
Dear [redacted]:
 
I am writing you in response to your letter dated January 10, 2014,...

wherein you forwarded a complaint from [redacted].  [redacted] requested in the desired settlement for CarMax to repair the brakes and rotors on his vehicle, replace the air conditioning belts and reimburse him for repair expenses.
 
[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about December 15, 2012. [redacted] brought the Vehicle to the Service Department to inquire on tire concerns mentioned from a third party dealership on or about September 27, 2013.  After inspecting the Vehicle, CarMax found that one of the rear tires had sidewall damage due to low air pressure and the remaining three tires had normal weather cracks.  According to CarMax’s records, the tires were above state standards and still within CarMax’s specifications.
 
[redacted] returned back to CarMax to address the tire concerns along with an alignment, brake, and belt concern on or about January 9, 2014.  CarMax explained to [redacted] that in order to validate the concerns a diagnostic test on the Vehicle would need to be completed at his expense.  [redacted] declined CarMax’s offer to diagnose the Vehicle.
 
CarMax was not given an opportunity to diagnose the Vehicle, therefore CarMax is declining [redacted] request for reimbursement and repairs.
 
CarMax appreciates the opportunity to respond to this complaint.  CarMax apologizes for any inconvenience [redacted] experienced.
 
Please contact me at [redacted] extension [redacted] with any questions you may have.
 
Sincerely,
 
[redacted]
Analyst, Executive Response Team

Within two hrs of filing this complain, I received a call from [redacted] at CarMax and was re-funded the [redacted] that I had been over charged for the diagnostic...

testing - I would like to withdraw my complaint at this time.
 
thank you
 
[redacted] [redacted]
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]

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]
I have attempted to contact you about the resolution to this complaint. I read the company response to the complaint. I should be noted that their response is misrepresentative of the facts. In particular, the time frame in which they issued the refund.  They refund they issued was to another bank that was not involved. By the time the correctly issued the refund it was outside of the 7-10 business days.
 
In short, the resolution was not satisfactory due to excessive delays in refunding a ‘same as cash’ transaction.
 
[redacted]

[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
 
class="MsoNormal">Re: [redacted]
 
Dear Mrs. [redacted],
 
Thank you for forwarding the complaint received in your
office from Mr. [redacted] regarding the
[redacted], VIN [redacted](the “Vehicle”) that
he purchased on or about
January 9, 2015 from the CarMax store located in Duarte,
California.  In this complaint, Mr.
[redacted] is requesting replacement of a damaged mirror.
 
 
After reviewing our records, it was determined that there
was a miscommunication and the part order was accidentally cancelled.  CarMax has contacted Mr. [redacted] and informed
him that the part has been ordered and is scheduled to arrive on or about June
3, 2015. Mr. [redacted] will be notified when the part arrives. 
 
CarMax apologizes for the delay in completing this repair
and 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.

14 March 2014

[redacted], Operations
Supervisor
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, Virginia  23236
Re:      [redacted],
Complaint #[redacted]
          [redacted], VIN [redacted]
(the “Vehicle”
Dear [redacted]:
Thank you for forwarding the complaint received in your
office from [redacted] regarding the above referenced Vehicle, purchased from
CarMax of Lithia Springs, Georgia (“CarMax”), on 26 August 2013.  In her complaint, [redacted] requests a
repair of the Vehicle at no charge to her under the terms of the 30-Day Limited
Warranty, stating that a current issue with the Vehicle is related to a
complaint that was reported to CarMax within that period of time.
A review of CarMax’s records indicates that on 4 September,
2013, CarMax inspected the Vehicle for a knocking sound as reported by [redacted].  A CarMax technician determined
that the knocking sound was related to the tires, and occurred when making
sharp turns, and that there were no repairable mechanical issues with the
Vehicle.  The Vehicle was then sublet to
another dealership for a second opinion. 
The dealership inspected the Vehicle and also determined that there were
no mechanical problems and no repairs were needed.   CarMax
has not had the opportunity to repair or service the Vehicle since that time,
and is not aware of any diagnosis of any concern that the Vehicle may have at
present.
If the Vehicle is in need of repair at this time, CarMax
would be happy to diagnose and repair it. 
However, as the 30-Day Limited Warranty has long expired, any repairs
would be at the expense of [redacted]. 
If she wishes to pursue a repair, she may call CarMax to schedule a
service appointment.
Thank you for the opportunity to respond.  If you have any questions, please contact me
directly at [redacted] extension [redacted].
Sincerely,
[redacted]
CarMax Customer Relations

I spoke with [redacted] over the phone and pointed out that some information she acquired were incorrect or partially correct.  Most notably the fact we were pre-approved by [redacted] Auto prior to purchasing the [redacted].  I made that abundantly clear to the sales associate by sharing with him that we were pre-approved for a 2.49% loan and if Carmax could not match or beat it that we would pursue [redacted] instead.  I also mentioned to him [redacted] is just a service, middle man, out of California and checks can take up to 10 business days to be issued and proceeded to ask about the 3 day refinance rule.
The way things unfolded at a minimum shows poor training and bad management of the situation, and some unethical behaviors.  I did not speak to anyone at Carmax via phone or sign any paper allowing them to pull my credit, and I am dumbfounded to know my wife or anyone can speak on my behalf regarding something so personal.  I value my privacy and my financial health which in my opinion was put at risk that day.
Below is a table showing the charges I paid through Carmax and that I am once again paying through [redacted].  This includes the admin fee, license/tag, and of course the accrued interest rate for the period.  It is worth noting Carmax should receive a check from [redacted] soon as the check has already been issued.
[redacted]

Carmax
[redacted]

Car
 $     
26,998.00
 $28,251.32

Admin Fee
 $          
199.00
 $    
199.00

Taxes
 $          
815.91
 $           
-  

License/Tag
 $            
69.00
 $    
130.00

I do like to reach an agreement for the full financial burden incurred during this painful and time consuming process in the amount of $199 for the adm fee, plus the $69 for the license/tag and plus the interest rate.  However mostly I would like Carmax to admit its wrong doing, and at least admit there were mistakes on its procedure that day.
Kind regards,[redacted]