CarMax , Inc.

July 9, 2016
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID: [redacted]
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated June 18, 2016 regarding
the Vehicle purchased from the CarMax store located in Ontario, California (“CarMax”)
on or about July 25, 2015.
 
In the letter Ms. [redacted] describes concerns with the Vehicle’s
mass air flow intake system, PVC valve, and an issue related to the Vehicle’s
acceleration. Ms. [redacted] also expresses concerns regarding her MaxCare Extended
Service Plan, and the negative equity applied to the loan for the Vehicle.
 
CarMax’s records indicate that Ms. [redacted] brought the Vehicle to
CarMax on or about April 18, 2016 for a service appointment to address the mass
air flow intake system concern. Due to the Vehicle being within the applicable
miles and months for the manufacturer’s warranty, CarMax sublet the Vehicle to
a Nissan service center for the repairs. Service documents also indicate that Ms.
[redacted] brought the Vehicle back to CarMax on or about March 29, 2016, and on or
about May 3, 2016, for transmission concerns. CarMax sublet the Vehicle to the
Nissan service center on both occasions.
 
CarMax’s Operations Manager spoke with Ms. [redacted] on or around the
week of June 12, 2016. Notes from this conversation stated that Ms. [redacted] shared that there were no current mechanical concerns with the Vehicle at the
time of that conversation. Records also indicate that the previous repairs were
discussed at that time, in addition to an explanation of the negative equity
from her previous vehicle (as stated in her financing paperwork).
 
While CarMax is happy to appraise the Vehicle for Ms. Briggs, they
will not be participating in the buy back of the Vehicle or the request to pay
off the remaining loan for the Vehicle. Should Ms. [redacted] wish to bring in the
Vehicle for a no-pressure appraisal, she is welcome to visit [redacted] to
receive a written offer, which is valid for seven days.
 
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]
Analyst, Executive Response Team

November 24, 2015
[redacted], Operations...

Supervisor
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
RE:
[redacted]
Dear Mrs. [redacted],
            Thank
you for forwarding the complaint received in your office from Ms. [redacted] regarding
her attempts to purchase a vehicle from CarMax of Fredericksburg, VA (“CarMax”).
In her complaint, Ms. [redacted] requested that CarMax honor an advertised price for
a vehicle on the web site.
            CarMax
discussed the price of the vehicle with Ms. [redacted] and explained that an error was
made on the website listing. As is stated in the CarMax Terms of Use policy on
CarMax.com, “the information provided on this website is advertising only and
in no way constitutes an offer for the sale of goods or to provide a service…CarMax
will not be responsible for errors found on this website, including but not
limited to, pricing errors.”
            In
the event that Ms. [redacted] would like to purchase the Vehicle, it remains for
sale at the corrected listed price. Ms. [redacted] also submitted a request for
CarMax to reserve another vehicle for sale, which she subsequently cancelled on
November 10th, 2015.
            Ms.
[redacted] is still welcomed and encouraged to purchase a vehicle from CarMax. If Ms.
[redacted] has any further questions regarding this matter, she may contact me
directly at 1-800-519-1511, ext. [redacted].
Sincerely,
Curt D[redacted]
Analyst, CarMax Customer Relations

The consumer reached out to the Revdex.com and stated the complaint was resolved

April 19, 2016
[redacted], Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Ms. [redacted]
Complaint ID...

[redacted]
2012 [redacted], VIN: [redacted] (the “Vehicle”)
Dear Mrs. [redacted]:
Thank you for forwarding the complaint dated April 4, 2016 regarding the Vehicle purchased from the CarMax store located in Baton Rouge, Louisiana (“CarMax”) on or about March 11, 2016.  Ms. [redacted] requested in the desired settlement for CarMax to either take full return of the Vehicle or allow her to exchange the Vehicle for another.
CarMax reviewed Ms. [redacted]’ request and elected to take full return of the Vehicle.  However, CarMax attempted to contact Ms. [redacted] and Mr. Simmons (the primary owner of the vehicle) by phone on several occasions, but has been unable to connect.  CarMax left a voicemail at the time of each call.
If Ms. [redacted] and Mr. Simmons would like to accept CarMax’s offer to take full return of the Vehicle, they are encouraged to contact CarMax’s Line Production Manager, Patrick B[redacted], at (225)663-7292 ext. [redacted] within the next 10 business days.
CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.
Please contact me at (804)747-0422 extension [redacted] with any questions you may have.
Sincerely,
Nekia W[redacted]
Analyst, Executive Response Team

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.
Carmax did not address the issue of not disclosing the a carfax to me during the initial sale of the previous [redacted] in 2012, nor did they disclose in print a [redacted] warranty end date (3-31-12) giving me a chance to get necessary repairs done at [redacted]. I took the car to [redacted] in April 2012 myself to see what the mechanical issue were, and there was a few too many to address financially. The sale of the car on 11-7-14 has nothing to do with resolving the issue of not disclosing the carfax the reported a car accident. As I stated previously, I would have never purchased the [redacted] if the carfax disclosed an accident, which Carmax did NOT! This issue arose as I attempted to trade in the 2008 at a [redacted] dealership on 10-27-14. Also it is irrelevant to discuss the trade in value from [redacted] (8,000) verse Carmax value (12,000) of the previous car. Carmax did not make any offer to fix their mistake. I was not able to get out of the 2008 vehicle due to a previous bankruptcy therefore, I believe Carmax should honor their mistake and at least refund the amount of the repairs on the [redacted] that I no longer own. 
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]

Although our saleslady was great the business there is super shady. We just spent four hours there, was already approved for the vehicle and about to test drive only to be told a couple who chose to test drive first got priority over us. They had not even been through the financing! We were told they were going to let them have it. I had previously bought from the [redacted] location and had planned to purchase another vehicle next month from Carmax. NEVER again! I haven't ever been treated so poorly! They just lost a loyal customer.

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.]
Regards,
[redacted]
please reopen this case, we are currently trying to figure out tax and title. They sent the wrong information for my titling information, stating that the car was sold at 70,008K on the ODO but it was actually bought with 7,008 Miles. I have made several trips to and from Clinton County, Also in the bill of sale they didn't include my trade in which didn't allow me to have the tax credit. So now I am currently driving on expired tags. 
Thank you very much for your time, 
[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.
CarMax's response is non - responsive and does not address the issue of the advertised car actually coming in with enough additional mileage to require a new inspection, but not a price reduction.
Regards,
[redacted]

November 7, 2014
 
Via Electronic Mail
 
[redacted], Operations Team Leader
Revdex.com
[redacted]
 
Re: [redacted]
 
Dear [redacted]:
 
I am writing in response to your letter which forwarded the complaint of [redacted]. On February 16, 2012, [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of[redacted], TX. [redacted] also purchased the [redacted] (“[redacted]”).   In her complaint, [redacted] is requesting that CarMax honor her warranty and make the necessary repairs to the Vehicle.
 
October 9, 2014 [redacted] brought the Vehicle in for service to address popping and squeaking while driving over bumps.  CarMax reached out to [redacted] on October 9th and 10th to get additional information about her concerns.  [redacted] stated that she had a letter from [redacted] and was going to email to CarMax.  As of today, CarMax has not received the correspondence from [redacted].  However, CarMax did see an outstanding recall and thought the letter [redacted] received was for the recall.
 
CarMax did not refuse to fix the Vehicle, but was unable to duplicate [redacted] concerns.  CarMax would be happy to repair the Vehicle and file the repairs with her[redacted].  If the repairs are not covered CarMax would be glad to give [redacted] an estimate for the repairs.
 
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

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.]In the letter stated by Car Max they said that they made several attempts to call me and I never received a single phone call from them. That's why we returned to Car Max that Friday to follow up with the managers. We also did file a police report the following day of the incident. The police report was in my hand when we returned to Car Max on 1/9/2015 I am disgusted with Car Max response, it almost seems like we are lying about this whole situation.
Regards,[redacted]

September 10, 2015
[redacted]...

[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
RE:
[redacted] (“the Vehicle”)
Dear Mrs. [redacted],
            Thank
you for forwarding the complaint received in your office from Ms. [redacted] regarding
her purchase of the Vehicle from CarMax of Los Angeles, CA (“CarMax”) on February
17th, 2015. At that time, Ms. [redacted] also elected to purchase a
MaxCare Extended Service Plan (“ESP”) for a term of 60 months and until the
Vehicle exceeded 75,000 miles.
            CarMax
spoke to Ms. [redacted] on several different occasions about a no-start concern
on the Vehicle. CarMax was unable to duplicate the concern on June 26th,
2015. CarMax has not had the opportunity to diagnose any additional repairs
with the Vehicle since that time.
            CarMax
replaced the battery in the reconditioning process prior to Ms. [redacted]
purchase, and the part was installed with a warranty extended by the vendor
CarMax used to purchase the part. As was communicated to Ms. [redacted] on
August 11th, 2015, CarMax will continue to honor any remaining
concerns with the warranty which accompanies any completed repair. Ms.
[redacted] may also utilize her ESP for any additional or new service concerns
which may arise.
            CarMax
appraised and offered to purchase the Vehicle at the request of Ms. [redacted] on June 26th, 2015, with an offer of $22,000.00. Ms. [redacted] elected not to sell the Vehicle at that time. As the Vehicle is well outside
the five day money back guarantee, CarMax declines to take return of the
Vehicle. In the event Ms. [redacted] would like to sell the Vehicle, CarMax
would be happy to complete another appraisal offer.
            If
Ms. [redacted] has further questions, she may contact me directly at
[redacted] ext. [redacted]
Sincerely,
[redacted]
Analyst, CarMax Customer Relations

December 12, 2014[redacted], Operations Supervisor [redacted]Re: [redacted]Complaint ID[redacted]  VIN: [redacted] (the “Vehicle”)Dear [redacted]:Thank you for...

forwarding the complaint dated November 3, 2014 regarding the Vehicle purchased from the CarMax store located in[redacted], ** on or about October 25, 2014.  [redacted] requested in the desired settlement for CarMax to offer her an apology, provide her complimentary services and reorder and replace her tires at no cost.  Additionally, [redacted] requested that CarMax extend the 5-day money back guarantee from the date the Vehicle passes inspection and offer her an additional warranty.At the time of sale, CarMax advised [redacted] that the Vehicle previously underwent and passed a[redacted] Safety Inspection.  However, due to [redacted] being a resident of [redacted] (outside of the state of[redacted]), she would need to have the Vehicle re-inspected in [redacted] within 10 days of purchase in order to register it with the [redacted].[redacted] brought the Vehicle to the CarMax located in[redacted], ** on or about October 27, 2014 to set up an appointment to have it re-inspected.  According to the complaint, [redacted] was advised that the earliest available appointment would be October 31, 2014.  [redacted] declined the appointment with the CarMax in[redacted], **.Shortly thereafter, [redacted] took the Vehicle to a[redacted] Dealership to have it re-inspected.  [redacted]’s Vehicle failed the [redacted] in [redacted] due to the tire tread cupping and a noise concern coming from the tires.  [redacted] then contacted CarMax located in[redacted], ** to advise them that the Vehicle failed the[redacted] Safety Inspection.  CarMax in[redacted], ** suggested that [redacted] take the Vehicle to the CarMax located in [redacted], ** to have the tires replaced due to it being in closer proximity to her home.[redacted] brought the Vehicle to the CarMax Service Department in [redacted], ** on or about October 28, 2014 to have the tires re-inspected.  CarMax in [redacted] also concluded that the tires needed to be replaced and ordered four new [redacted] tires to be installed at a later date.  The tires arrived at CarMax in [redacted] on or about October 30, 2014 and were installed on the Vehicle on or about November 3, 2014.  On the evening of November 3, 2014, [redacted] called the Service Department to inquire on why [redacted] Tires hadn’t been installed on the Vehicle as a replacement to her previous [redacted] Tires.  CarMax explained that the [redacted] tires were comparable to the previous [redacted] Tires on the Vehicle.As a gesture of customer service, CarMax re-ordered four new [redacted] Tires and installed them on the Vehicle on or about November 20, 2014 at no cost to [redacted].  Additionally, CarMax would like to offer [redacted] two complimentary oil changes at her convenience as a gesture of goodwill.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.  CarMax is unable to offer any additional warranties after the date of sale.  Therefore, CarMax is declining [redacted]’ request to extend the 30-day limited warranty. CarMax is also declining [redacted]’ request to extend the 5-day money back guarantee. CarMax appreciates the opportunity to respond to this complaint and apologizes for any inconvenience [redacted] may have experienced.  Please contact me at ([redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

[redacted]

class="MsoNormal">Revdex.com
[redacted]
[redacted]
Re: **. [redacted]
Dear [redacted],
Thank you for forwarding the complaint [redacted] received in your office from **. [redacted] regarding the [redacted], [redacted], (the “Vehicle”) that he purchased on or about May 16, 2014 from the CarMax store located in [redacted] (“CarMax”).  In this complaint, **. [redacted] is requesting CarMax pay for parts and labor.
According to our records, **. [redacted] brought the Vehicle to CarMax on or about July 23, 2014.  During the visit, CarMax was not able to confirm a needed clutch repair.  **. [redacted] then set an appointment on or about October 14, 2014 to have CarMax address mechanical concerns related to the clutch and an air bag issue.  CarMax diagnosed a needed clutch repair and sent the Vehicle to [redacted] dealership on or about October 14, 2014 to complete the repair.   This repair did not occur during the [redacted] Warranty period, so **. [redacted] was not eligible for a loaner vehicle from CarMax.  Also, the clutch is not a [redacted] covered repair, so **. [redacted] was not eligible for a rental vehicle paid by the [redacted] plan. 
CarMax has offered to pay part of the total repair cost of the Vehicle as the settlement request as set forth in the complaint.  CarMax is under no obligation to pay for repairs to the Vehicle; this is a one-time, good will gesture of customer service for **. [redacted].  The repair bill will be around $2400.  **. [redacted] will be responsible for paying $1150.  **. [redacted] did accept our offer on or about October 21, 2014, and repairs are being completed. 
CarMax appreciates the opportunity to respond to this complaint, and now considers this complaint closed. 
Please call me at [redacted], extension[redacted], if you have any questions.
Sincerely,
[redacted]
Analyst, Customer Relations

August 17, 2015
 
[redacted]                             
720 Moorefield
Park Drive, Suite 300
Richmond,
Virginia 23236
 
[redacted]
Complaint
ID [redacted]
[redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
I am in receipt of
the additional message dated August 7,
2015 regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about July 13, 2015.
 
CarMax’s records indicate that on August 13,
2015, two refund checks were issued and mailed to Mr. [redacted] (check #[redacted] and check #[redacted] in the amounts of $105.61 and $375.00, respectively).  Mr. [redacted] should receive both checks within
7-10 business days.
 
CarMax encourages Mr. [redacted] to contact
CarMax’s Customer Relations Department at [redacted] if he does not receive
both refund checks.
 
CarMax 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 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 would like to address some discrepancies in the CarMax response to a complaint I filed. Complaint ID [redacted].
In their response it is noted that [redacted] the operations manager test drove the vehicle with me two times. That is an incorrect statement. It was only once an he was very condescending during that test drive. I agree the car complaint was not duplicated at that time.
CarMax has advertised that this vehicle has passed a 125 point quality inspection which includes Steering system. It is my belief that this car has "slipped" through that process. What else explains these problems occurring within a week of purchase? Day one on the test drives the front wheels need correction.
Please see below that correct sequence of time and dates the vehicle was brought in for repair and my statement in the following..
Oct 8th 2013 (7 days after purchase)
Complaint:
Vehicle is pulling
Resolution:
Alignment performed covered under warranty
October 29th 2013
Complaint:
Vibration coming from front end at highway speeds
Resolution:
Alignment performed again
December 5th 2013
Complaint: 
Noise while turning the steering wheel
Vehicle is still pulling
Resolution:
Alignment performed again
Replaced strut mounts and bearings
Spoke with:
Reassured by [redacted] operations manager that they will correct any problems that occur with vehicle in regards to pulling, steering. Spoke about replacing vehicle. I expressed concern over our "not so good credit score" being a factor if we were to be placed in another vehicle. We were assured by [redacted] that it would not be an issue and "they would handle it"
December 30th
Complaint:
Car still pulling, noise again while turning
Resolution:
Test drive with [redacted] Operations manager, vehicle did not duplicate concern.
January 7th
Called and spoke with [redacted]. Explained to him the vehicle is still pulling clicking noise in the steering returned as well. [redacted] told us to come in and swap vehicle and that he would get the ball rolling and everything will be taken care of by the time we come in in the morning.
January 8th 2014
Returned as advised by [redacted] to "swap out" vehicles. We were then told we would need to resubmit to the financial departments another loan application. We were again reassured everything will be fine. We were appraised at full value of the purchase price. But, due to our "not so good credit" and the fact that CarMax had to add additional surcharges and fees that would in turn increase the loan amount, the offers we received for financing were absolutely unacceptable. The only acceptable offer required a $4,000.00 down payment, or increases our monthly payment to $550.00. Both of which were unacceptable. We are a working class family and do not just have $4,000 to throw down on a vehicle that has inconvenienced us from week one. Nor can I afford a monthly payment of $550. When asked what we wanted CarMax to do we stated pay the $4,000 down. They in turn; management included, laugh in our faces. We explained it was least they can do for our inconvenience of multiple trips for unsolved repairs, days off of work and fees for rental cars when they had our vehicle for repair. We had told both the sales agent and the manager [redacted] that they should go test drive the vehicle or better yet let their kids ride in it and then tell us nothing is wrong with it, of course this was refused they did not want to test drive the vehicle.
Again we left with the problem unresolved.
We do not necessarily want to replace our vehicle we just want it corrected. We have already brought the car to an outside [redacted] dealer who in turn has duplicated and discussed with us the repairs needed. We want CarMax to cover the repairs that are needed by the [redacted] dealer and to make sure there is no deductible due for the repairs since this is still an ongoing problem from week of purchase. We would like CarMax to stand by their Quality Guarantee and be sure this vehicle is repaired and that the repair stays corrected.
Thank you for your time on this matter and I appreciate your attention to it.
Sincerely,
[redacted]

April 9, 2014
[redacted]
[redacted]
Re: Complaint ID [redacted]
Dear [redacted]:
I am writing you in response to your letter dated March 14, 2014, wherein you...

forwarded a complaint from [redacted].  [redacted] requested in the desired settlement for CarMax to repair the existing concerns with her vehicle at no cost and to replace the missing tire key.  Additionally, [redacted] requested that CarMax be held accountable for the level of customer service she received.
[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about August 29, 2011.  [redacted] mentioned in the complaint that during a previous repair visit she addressed a coolant concern.  Ms. Graham brought the Vehicle to the Service Department on or about January 16, 2014 to have the spark plugs replaced and a 40,000 mile recommended service performed.  However, CarMax’s records indicate that a coolant concern was not notated at the time of service or anytime thereafter.
[redacted] mentioned in the complaint that the Vehicle’s tire key was misplaced by the Service Department during her service visit.  CarMax reimbursed [redacted] $26.75 for the missing tire key.
CarMax has communicated [redacted] feedback regarding the lack of communication she has received and invites her to contact the Customer Relations Department at[redacted] in order to assist with any remaining concerns she may have.  The Customer Relations Department can be reached Monday through Friday during the hours of 8:30 AM to 8:00 PM EST.
CarMax appreciates the opportunity to respond to this complaint.  CarMax apologizes for any inconvenience [redacted] may have experienced and considers this matter resolved.
Please contact me at ([redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
Analyst, Executive Response Team

[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]

[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:After the complaint was registered and the situation escalated to the correct parties... It was handled with absolute professionalism and ease.
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.
This is completely unacceptable. Carmax did fraud and I said I do not want the vehicle. Carmax has to buy it back at the full cost I paid.
At this point Carmax will deal with my attorney
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]