CarMax , Inc.

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

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.] The reason why I do not agree with them is because they still have not explain why they told 3 different people  to pay off this car. They lied threw the whole process they keep skipping the question. I have lots of paperwork saying what is the payoff amount is and voice recording
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.
Complaint still stands and I will NEVER purchase from there again.  Also if and when I called it was about my [redacted] that I had purchased from them previously not the truck that I just purchased.
Regards,
[redacted]

September 8, 2014

class="MsoNormal">[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
RE: [redacted]
[redacted] VIN: [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 July 3rd 2014. In her complaint, [redacted] shared frustrations of receiving communication and notices for a vehicle that she had returned.
            CarMax was aware of [redacted]’s return of the vehicle which was fully processed on July 11th, 2014. In the time elapsed between the sale and return, the customer’s financing account through CarMax Auto Finance had been initiated. The customer received a welcome letter and a coupon book for payments after purchasing the vehicle.
            Nevertheless, we would like to reassure [redacted] that her account is closed and no amounts are due or owed.  Further, due to the return, please know that CarMax Auto Finance has submitted a request to the three national credit bureaus ([redacted]) to delete their trade line from [redacted]’s credit file. CarMax Auto Finance has advised that they are reviewing their procedures to determine how they can improve the process which generated the message.
            Additionally, [redacted]’s loaner vehicle was returned properly and CarMax in [redacted] as well as [redacted] worked in conjunction to ensure that the customer would receive no more communication in regards to this subject.
            In regards to the email [redacted] received and referenced in her complaint, we apologize for this email and any inconvenience this may have caused Thank you kindly for providing CarMax an opportunity to respond to his manner.
Sincerely,
[redacted]
[redacted]

May 29, 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 May 13, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in Riverside, California (“CarMax”), on or about September 27, 2013.  [redacted] requested CarMax to return the Vehicle and replace it with an acceptable vehicle that meets his needs.
[redacted] contacted CarMax on or about May 6, 2014 to share that he needs a possible engine replacement.  CarMax asked [redacted] to provide via fax or email all the history of preventive maintenance and diagnosis from outside facilities that had been performed on the Vehicle.  CarMax never received the requested documents.  CarMax advised [redacted] the requested documents would be needed to assist on the decision if CarMax would be offering any assistance.
CarMax would love the opportunity to address any concerns [redacted] may have and would like to invite him to contact the Service Manager at [redacted] to discuss.
CarMax appreciates the opportunity to respond to this complaint.  However, CarMax is declining the offer [redacted] requested in his desired settlement at this time.
 
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
Analyst, 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 had appraised at the CarMax store located in[redacted],[redacted].  In this complaint, [redacted] is requesting replacement of the key that was lost and a strong appraisal offer.
As stated in the complaint, [redacted] took his Vehicle to CarMax to get an appraisal. CarMax inadvertently lost the key. CarMax decided to put [redacted] in a loaner Vehicle while a new key was being made. CarMax regrets that the key was lost and the amount of time that it took to get a replacement key. 
In an effort to extend good will to [redacted] in consideration for the time delay, CarMax repaired a broken window regulator at no cost to [redacted]. After replacing the key, CarMax appraised the Vehicle and extended the offer to purchase the Vehicle.  [redacted] declined to accept the appraisal offer.
CarMax appreciates the opportunity to respond to this complaint. Please feel free to call me at
[redacted], extension[redacted], if you have any questions.
Sincerely,
[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]

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

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]

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

August 26, 2014
0in 0pt;" class="MsoNormal">
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive
Suite 300
Richmond, VA 23236
 
RE:      Consumer Complaint of [redacted]
           
Dear Sir/Madam:
Thank you for forwarding [redacted] complaint to us for review and response.  We are pleased to inform you that this matter has been resolved.  The facts leading to [redacted] complaint are as follows.
                                        ...⇄
[redacted] recently visited our store in Buena Park, CA to purchase a [redacted].  She submitted a credit application, which was approved by [redacted] ([redacted]) on the condition that she provides documentation to substantiate the income amount she disclosed on her credit application.  To satisfy this condition, [redacted] submitted a Social Security award letter.  However, [redacted] did not provide any other document to substantiate the additional income she received. Unfortunately, this error was not detected before [redacted] executed the vehicle purchase contract and took delivery of the [redacted]. 
Upon discovery of this error, [redacted] withheld financing until the error was corrected.  We immediately contacted [redacted] and requested for a copy of her W2.  Our records show that we received a fax copy of [redacted] W2; however, we did not provide this document [redacted] in a timely manner.  As a result, [redacted] initial finance offer expired.  [redacted] was, however, willing to provide [redacted] with financing on the same terms if she was willing to submit another credit application for the same vehicle.  Despite the inconvenience to [redacted], she was kind enough to return our store on July 31, 2014 to execute a new contract for the [redacted].  We apologize for the inconvenience and we are disappointed that we did not meet our committed to deliver exceptional customer service in this case. 
Again, we thank you for bringing this matter to our attention and affording us the opportunity to respond.  If you have any questions or concerns, please feel free to contact me at [redacted], extension [redacted].  Thank you.
Sincerely,
[redacted]       
Legal Assistant
CarMax Auto Finance 
CC: [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

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]

[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, however, I do not wish to be refunded the $10.00. 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]

April 20, 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 Ms. [redacted].  In
this complaint Ms. [redacted] is requesting a price reduction for a vehicle that she
wishes to purchase because the title to her original vehicle choice is not
available.
Ms. [redacted] paid a fee of $149.00 to initiate a vehicle
transfer to the CarMax of Houston on the North Freeway (“CarMax”) on or about
March 27, 2015.  As Ms. [redacted] noted in her
complaint, that vehicle arrived without a title, which is required to complete
the sale.  CarMax initiated the process
of obtaining a duplicate title for the transferred vehicle, and refunded the
transfer fee that Ms. [redacted] had paid.  As
it was anticipated that it may take as many as three weeks to receive the
duplicate title, CarMax also offered to transfer another vehicle at no cost to
Ms. [redacted].  Ms. [redacted] declined that offer,
and instead requested a price reduction on a different vehicle to match the
price of her original choice. 
CarMax is declining the settlement request as set forth in
the complaint. 
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

June 18, 2014
0pt;" class="MsoNormal">
Revdex.com Serving Central Virginia
[redacted]
[redacted]
[redacted]
RE:      Consumer Complaint of [redacted]
           
Dear Sir/Madam:
This will confirm receipt and review of a complaint that was forwarded to your office by [redacted].  [redacted] would like to know why we chose not to do business with [redacted], [redacted], and [redacted], [redacted]  Please find our explanation below.
On May 13, 2014, [redacted], [redacted], and [redacted], [redacted] came to our [redacted], ** location to purchase a vehicle jointly.  While we were processing the transaction, we discovered that [redacted], [redacted] had previously attempted to purchase a vehicle at our [redacted], ** location using what we suspected to be a fraudulent driver’s license.  When we brought our concerns to [redacted], [redacted]’s attention, he immediately proceeded out of the store without an explanation.  As a result of this past experience, we decided not to do business with [redacted] [redacted], [redacted]
Thank you for bringing this complaint to our attention and for the opportunity to respond.  We hope that the above explanation provides [redacted] with the clarity that she seeks. 
Please do not hesitate to contact me at [redacted], extension [redacted] if you have any questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
CC: [redacted]

[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

[redacted]
font-family: Calibri;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
Re: [redacted]
Dear [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
June 22, 2014.  [redacted] is requesting that CarMax get the part and repair the Vehicle.
As stated in his letter, [redacted]’s Vehicle needed a certain part in order to complete the repair.
Unfortunately, the part needed was no longer available at the dealership where CarMax normally purchases parts. However, CarMax continued to look elsewhere . Although [redacted] was able to locate the part on the Internet, this is not a method that CarMax utilizes to purchase parts.
CarMax was able to locate the part, but when it arrived it was not what was needed.  CarMax regrets the amount of time that this transaction has taken.  CarMax offered to allow [redacted] to return the Vehicle and purchase another vehicle. On or about July 29, 2014, [redacted] accepted CarMax’s offer and completed the transaction.
CarMax appreciates the opportunity to respond to this complaint.  Please call me at
[redacted], extension [redacted] if you have any questions.
Sincerely,
[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
2010 [redacted], VIN [redacted](the “Vehicle”) that she purchased on or about March 8, 2014 from the CarMax store located in Irvine, California.  In this complaint, [redacted] is requesting assistance with the cost of repairs.
As stated in her complaint, [redacted] took her Vehicle to CarMax with concerns about her brakes. After inspection of the Vehicle, it was determined that the rotors were not bad but the brake pads and tires needed to be replaced. At that time it was explained to [redacted] that the needed repairs were due to normal wear and tear as [redacted] has driven about 8,000 miles since purchasing the Vehicle four months ago.  In an effort to alleviate some of the cost of the repairs, CarMax offered to complete the repairs at cost which is equivalent to about ½ of the total cost to repair.  [redacted] declined the offer and subsequently picked up her Vehicle.
CarMax regrets that [redacted] is not happy with the proposed resolution. CarMax appreciates the opportunity to respond to this complaint.
Please call me at [redacted], extension [redacted], if you have any questions.
Sincerely,
[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.
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]