CarMax , Inc.

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

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

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]

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]

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 7th, 2014
0in 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] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax of Stockbridge, GA (“CarMax”) on August 26th, 2013.  In her complaint, [redacted] shares her frustrations with the on-going repair concerns with the Vehicle.  Due to her frustrations, she is requesting to have the Vehicle inspected by an outside repair facility at CarMax’s expense.
As it is now CarMax’s understanding that the current repair needs are not related to the repairs performed by [redacted],   CarMax offers to diagnose and repair the Vehicle under the guidelines of [redacted] Extended Service Plan.  [redacted] is invited to call the Service Department at CarMax ([redacted]) to schedule a service appointment.
Thank you for providing CarMax an opportunity to respond.
Sincerely,
[redacted]
Analyst, 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 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]

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

[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 10364328, 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]

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

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]

[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]

July 15, 2014

class="MsoNormal">
VIA ELECTRONIC MAIL
[redacted], Operations Supervisor
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re:  Complaint ID [redacted]  
Dear [redacted]:
I am in receipt of the complaint filed by [redacted] on June 21, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in Las Vegas, Nevada (“CarMax”), on or about December 18, 2013.  [redacted] requested in his desired settlement that CarMax repair the Vehicle, exchange for a replicable vehicle, or allow him to do a full return. 
[redacted] shared in the complaint that during his test drive he noticed the Vehicle was slow to take off and was making a slight noise.  He mentioned it to the Sales Consultant and was advised that service will look over the Vehicle and make any needed repairs.  [redacted] agreed and followed thru with purchase.  After checking the Vehicle CarMax found that the Vehicle was operating as designed.
CarMax was later contacted by [redacted] to again address concerns the Vehicle was having not allowing it to operate properly.  After speaking to CarMax [redacted] took the Vehicle to a third party repair facility to have a diagnostic completed.  He was advised he needed transmission repairs.  CarMax mentioned to [redacted] that at time of purchase he was given the option to purchase an extended service plan (“[redacted]”), and declined.  Therefore, repairs would be his responsibility.  CarMax as a gesture of goodwill offered to reimburse $1000.00 of the needed repairs, he declined and insisted CarMax provide more financial assistance. 
CarMax apologizes for any inconvenience [redacted] may have experienced and is declining his request.  CarMax as a gesture of goodwill would like to extend the previous offer to reimburse $1000.00 of the needed transmission repair cost.  [redacted] will have 30 days from the date of this letter to accept the offer.  If [redacted] accepts he will need to provide a copy of the paid invoice to the service department along with providing the correct address for the reimbursement to be mailed to.   [redacted] would receive the reimbursement in the form of a check from the Corporate Office in Richmond, Virginia.
Furthermore, if [redacted] would like to get out of the Vehicle CarMax recommends that he come in for an appraisal at his local CarMax.     
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
Analyst, Customer Relations

[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.

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.
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
[redacted]...

[redacted]
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted]
2007 [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 Milwaukee, WI – [redacted] ("CarMax") on October 20th, 2012.  In her complaint, Ms. [redacted] shared repair
concerns regarding the radio installed in the Vehicle.
 
CarMax
was aware of Ms. [redacted]’s concerns prior to receiving this complaint. Ms. [redacted] brought
the vehicle to CarMax on December 12th, 2014. CarMax worked with an
automotive electronics vendor to replace the radio in Ms. [redacted]’s vehicle.
 
Ms.
[redacted] picked up the Vehicle on December 26th, 2014 and stated that the
volume still could not be increased. CarMax verified this concern after
diagnosis and is currently in the process of repairing the radio amplifier. Throughout
this time, Ms. [redacted] has had transportation through her extended service plan and
has also been provided a CarMax loaner vehicle.
 
            Within her complaint, Ms. [redacted] requested CarMax to cover
the deductible for the amplifier repair. Ms. [redacted] has not been required to pay
any deductible at this time, but will be responsible for her deductible upon
completion of the repair.
 
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.
[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