CarMax , Inc.

[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

March 27, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms. [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:I am writing you in response...

to your letter dated February 18, 2015 wherein you forwarded a complaint from Ms. [redacted].  Ms. [redacted] requested in the desired settlement for CarMax to re-appraise the Vehicle and make her an offer of around $8,000 to use towards the purchase of another vehicle.Ms. [redacted] purchased the Vehicle from the CarMax store located in Littleton, CO on or about June 14, 2013 for a sticker price of $10,998, and mileage of 77,373.The Vehicle was brought back to CarMax for an appraisal on or about February 7, 2015 with a documented mileage of 93,868 miles.  CarMax completed a thorough inspection of the Vehicle and offered Ms. [redacted] $4,000.  Ms. [redacted] declined CarMax’s offer.CarMax evaluates several factors during an appraisal to include a vehicle's age, mileage, make, model, condition, parts, options and features, and also, market trends - all of which were taken into account at the time CarMax appraised Ms. [redacted]' Vehicle. Furthermore, CarMax is unable to foresee or determine the outcome of any appraisal prior to it being brought in for a thorough inspection and test drive.  Therefore, CarMax is declining the settlement as set forth in the complaint and encourages Ms. [redacted] to visit a CarMax nearest her if she would like to have the Vehicle reappraised for the current market value.CarMax would understand if Ms. [redacted] chooses another avenue for the marketing and sale of the Vehicle as she is under no obligation to sell the Vehicle to CarMax.CarMax appreciates the opportunity to respond to this complaint and considers this matter closed. Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

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

[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]

November 4, 2015
[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 October 22, 2015 regarding
the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”)
on or about October 18, 2015.
CarMax’s records indicate that the [redacted] location’s service
team contacted Mrs. [redacted] on or about October 23, 2015 to extend an offer to
replace two of the Vehicle’s tires at no cost to her.  CarMax will not be participating in
reimbursement for Mrs. [redacted] time and gas, as requested.    
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
[redacted]

April 5, 2016
[redacted]
Operations...

Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Ms. [redacted]
Complaint ID: [redacted]
[redacted] (the “Vehicle”), VIN: [redacted]
Dear Ms. Mann:                                     �...⇄
Thank you for forwarding the complaint dated March 24, 2016 regarding
the Vehicle purchased from the CarMax store located in West Carrollton, Ohio (“CarMax”)
on or about September 6, 2015.
In her complaint, Ms. [redacted] describes concerns with the Vehicle’s
tire pressure monitoring system (TPMS), handling, and power loss. She requests
that CarMax replace the Vehicle with a different one.
CarMax’s records indicate that the Vehicle’s TPMS was repaired on
or about December 18, 2015 and was covered under the MaxCare Extended Service
Plan. Service records state that Ms. [redacted] connected with the CarMax service
department on or about March 9, 2016, regarding a handling and power loss
concern. Due to appointment availability at CarMax, the earliest available
appointment was coordinated for Ms. [redacted] at the nearby Dave Dennis Chrysler
Jeep Dodge Ram service center on or about March 11, 2016. As a result of Ms.
[redacted]’s request for transportation, CarMax offered options for shuttle
services, or a loaner vehicle, if one was to become available.
Before the scheduled appointment date at Dave Dennis Chrysler Jeep
Dodge Ram, CarMax’s records indicate that Ms. [redacted] reconnected with the
service team to schedule an appointment at CarMax later in the month. Ms.
[redacted] brought the Vehicle to CarMax for her appointment on or about March 17,
2016. Service records indicate that while the handling concern was addressed
and covered under her MaxCare Extended Service Plan, the power loss issue could
not to be duplicated at the time of the appointment. The service management
team has made attempts to connect with Ms. [redacted] about additional diagnostic
testing for the power loss concern, but has been able to speak with her
directly.
While CarMax will not be participating in an exchange of the
Vehicle as requested, Ms. [redacted] is encouraged to reconnect with the CarMax
service department regarding her power loss concern by calling 937-396-7218,
option 4.
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at (800)519-1511, extension [redacted],
with any questions you may have.
Sincerely,
Kristina S[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, 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]

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]

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]

September 14,
2015
 
[redacted]...

[redacted]                             
720 Moorefield
Park Drive, Suite 300
Richmond,
Virginia 23236
 
[redacted]
Complaint
ID [redacted] (the “Vehicle”), VIN: [redacted]
 
Dear Mrs. [redacted]:                                  �...⇄
 
I am writing in response to your
letter dated August 21, 2015, wherein you forwarded a complaint from Mr.
[redacted] regarding the Vehicle purchased from the CarMax store located
in [redacted] (“CarMax”) on or about June 12, 2015.  Mr. [redacted] requested in the desired
settlement for CarMax to issue him a refund in the amount of $2,005 for the
difference in cost of a vehicle that includes a 2015 Premium Package.
 
Mr. [redacted] mentioned in the complaint
that at the time of sale, the Vehicle was advertised as having a Premium
Package.  However, after attempting to
use some of the Premium Package features, he discovered that only two out of
the ten options were installed on the Vehicle.
 
CarMax’s records indicate that we have
been in contact with Mr. [redacted] to advise him of the human error that occurred
during the optioning of the Vehicle. 
Additionally, CarMax has sent him check #[redacted] in the amount of
$1,500 for the difference in package cost as agreed to by Mr. [redacted].  Mr. [redacted] was satisfied with CarMax’s
resolution and understands that this mishap was not in an effort to
misrepresent the Vehicle.
 
CarMax appreciates the opportunity to
respond to this complaint and considers this matter resolved.
 
Please contact me
at [redacted] extension [redacted] with any questions that you may have.
 
Sincerely,
 
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
[redacted]
I have 5 emails stating my complaint.
I am disgusted with the lack of concern for the consumer.
I have the car, the documents, all the proof to verify the problem. My contract was falsified by CarMax.
I do not have money for an attorney so I have to advocate for myself.
CarMax of [redacted] did this to me. I have made numerous complaints to them and they ignored me. Next I took my complaints to corporate CarMax in [redacted]. This location always takes my information then claims they will research and call me back, they do not return the calls.
This company has drawn this out over a year, taken my money, and fraudulently sold me a car with incorrect car facts and bullied me into financial obligations and ignored its [redacted] responsibilities in buy my old car and transferring registration to the new car, as well as misused my disabled license plates.
I have had enough of this big corporation not acknowledging my serious complaint. I want my life back and out of this horrible vehicle and contract.
I have been chased by tow trucks and almost run off the road because I will no longer pay for it and I will not give it up until they fix the issues and make it right. I consulted an attorney and I am doing the best I can to fight for my consumer rights against CarMax of [redacted].
[redacted]

Roman';">                                  ...⇄ May 29, 2014
Via Electronic Mail
[redacted]
Revdex.com
[redacted]
Re: [redacted]
Dear [redacted]:
I am writing in response to your letter which forwarded the complaint of [redacted]. On November 14, 2013 [redacted] purchased a [redacted] (the “Vehicle”), from the CarMax of [redacted].  In his complaint, [redacted] is requesting a new oil change, clean the engine and replace anything that was damaged from the oil leak. 
CarMax inspected vehicle after the oil leak had occurred and it was discovered that the oil cap was cracked.  CarMax replaced the oil cap and cleaned engine.  [redacted] did bring the vehicle back again because it appeared that the vehicle was still leaking oil.  This time CarMax did check the belly pan to verify that there were no additional leaks.  It was discovered that the brake cleaner that was used was the cause of the dripping.  CarMax did pressure wash the engine again and filled [redacted]’s gas tank too.
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted], ext[redacted].
                                   
Sincerely,
[redacted]

April 2, 2014
 
VIA ELECTRONIC MAIL
 
[redacted]
Revdex.com Serving Central Virginia, Inc.
[redacted]
Richmond, VA 23236
 
Re:  Complaint ID [redacted]Dear [redacted]:
 
I am in receipt of the complaint that was filed by [redacted], on March 15, 2014, regarding a [redacted] (the “Vehicle”), VIN [redacted] that was purchased from CarMax in[redacted] (“CarMax”) on or about March 8, 2014.  [redacted] returned the Vehicle on or about March 14, 2014.  [redacted] is requesting to speak with Senior Leadership at CarMax about her experience.  [redacted] Location [redacted], will be reaching out to[redacted] on April 3, 2014.
 
CarMax appreciates the opportunity to respond to this complaint.  CarMax considers this complaint resolved.
Sincerely,
 
 
[redacted]

August 24, 2015
[redacted]...

[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
RE:
[redacted] (“the Vehicle”)
Dear [redacted],
            Thank
you for forwarding the complaint received in your office from Ms. [redacted] regarding
the sales tax on her vehicle from CarMax of [redacted] (“CarMax”) on August 5th,
2015.
CarMax attempted to reach
Ms. [redacted] to discuss her concerns on multiple occasions. Each attempt rendered
no response from Ms. [redacted] on this issue.
CarMax declines to
participate in payment of the sales tax due, as this is the responsibility of
Ms. [redacted]. Additionally, Ms. [redacted] must pay sales tax to the state of New York
for the Vehicle before the license plate and registration will be provided.
In an effort of customer
service, CarMax offers Ms. [redacted] a discounted rate on an extended service plan
for the Vehicle and also financial reimbursement for the inconvenience.
            Thank
you kindly for providing CarMax the opportunity to respond to this matter. If
Ms. [redacted] has further questions, she may contact me directly at [redacted],
ext. [redacted].
Sincerely,
[redacted]
Analyst, CarMax Customer Relations

December 21, 2015
[redacted],
Operations...

Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID: [redacted]
2011 [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated December 10, 2015 regarding
the Vehicle purchased from the CarMax store located in Colorado Springs,
Colorado (“CarMax”) on or about July 10, 2015.
In her complaint, Mrs. [redacted] describes mechanical issues with the
Vehicle and requests that CarMax cover the cost of the repairs.
CarMax’s records indicate that Mrs. [redacted] and her relative Jesse
[redacted] have been in contact with Customer Relations and associates at the White
Marsh location regarding mechanical concerns with the Vehicle. Service records
state that CarMax requested that Mr. or Mrs. [redacted] submit repair documentation
from [redacted] for review on or about December 11, 2015. CarMax’s records indicate
the repair documents have not yet been received as requested.
CarMax encourages Mrs. [redacted] to submit the documentation from the
[redacted] repair dealership to allow the service team to continue to address her
concerns.
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at (800)519-1511 extension [redacted]
with any questions you may have.
Sincerely,
Kristina S[redacted]
Analyst, Customer Relations

Calibri;">                                 �...⇄ July 21, 2014
Via Electronic Mail
[redacted], Operations Supervisor
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 June, 26, 2012 [redacted] purchased [redacted], VIN [redacted] (the “Vehicle”) from CarMax in Gastonia, North Carolina.  In his desired settlement [redacted] wanted $1007 in refund for repairs done outside CarMax.
     [redacted] had a local mechanic replace the knock sensors.  The charge was $1007.  [redacted] feels it is the mistake of Carmax failure to replace the part correctly.  He is asking CarMax to refund the $1007.
     [redacted] did not give CarMax the opportunity to diagnose the issue.  CarMax does deny the reimbursement of the $1007.
     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

August 19, 2015
 
[redacted]...

[redacted]                             
720 Moorefield
Park Drive, Suite 300
Richmond,
Virginia 23236
 
[redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint
dated July 31, 2015 regarding the Vehicle purchased from the CarMax store
located in [redacted] (“CarMax”) on or about June 7, 2014.
 
CarMax has been in communication with
Mr. [redacted] regarding his concern, and has sent him check #[redacted] in the
amount of $500 as agreed to by Mr. [redacted]. 
In addition, CarMax also offered to assist Mr. [redacted] with locating a
similar vehicle with a different option. 
This offer was declined by Mr. [redacted].
 
Based on the above options being
provided to Mr. [redacted], CarMax is declining to offer Mr. [redacted] any
additional compensation and encourages him to visit the CarMax nearest him if
he would like to pursue the option of selling the Vehicle to CarMax.  However, CarMax would understand if Mr.
[redacted] chooses another avenue for the marketing and sale of the Vehicle as he
is under no obligation to sell the Vehicle to CarMax.
 
CarMax appreciates the opportunity to
respond to this complaint and considers this matter closed.
 
Please contact me
at [redacted] extension [redacted] with any questions that you may have.
 
Sincerely,
 
[redacted]

Dear Sir/Madam:
font-family: 'Arial', 'sans-serif'; color: black; font-size: 11pt;"> 
This will confirm receipt and review of a complaint that was forwarded to your office by [redacted] regarding the above-referenced account.  [redacted] is disputing the balance owed on her account.  Accordingly, [redacted] has requested that we validate the balance owed.  Please find our response below.
 
[redacted] indicates in her complaint that she made her final payment on October 30, 2013.  To the contrary, our records show that the last payment we received from [redacted] was on November 2, 2013.  This payment was [redacted]’ 59th payment in a 60 term contract.  The current payoff balance on [redacted]’ account is $519.88. 
 
The reason why the final payoff amount is significantly greater than the final installment amount is because of the additional finance charges that accrued on [redacted]’ account.  Please know that finance charges are calculated using a simple interest formula, i.e. finance charges or interest accrues on a day-to-day basis.  Also, take note that the finance charges that accrue between each payment are contingent on the current principal balance and how early or late monthly payments are made.  In essence, payment patterns to a significant extent, dictate how much finance charges the account accrues daily.  Because most of [redacted]’ payments were over 30 days late, she accrued finance charges in excess of what was initially contemplated under the Contract.  Please refer to the enclosed copy of the Contract and a system generated payment history for a better understanding of how each payment is applied towards accrued finance charges and principal balance.  An [redacted] based payment history is also enclosed as a supplement to our system generated payment history.
                                        
Finally, in regards to [redacted]’ concern that we did not notify about the remaining balance owed on the account, please find enclosed a letter from [redacted] dated August 16, 2011 requesting that we cease our communications with her.  Accordingly, we could not contact her about the balance owed. 
 
Thank you for bringing this matter to our attention and I hope my response provides [redacted] with the clarity that she seeks.  If [redacted] has any further questions or concerns regarding the balance owed, she can contact me directly at [redacted], extension [redacted]. 
 
Sincerely,
 
[redacted]
 
CC: [redacted]

Revdex.com:
 I have reviewed the “offer” made by CarMax in reference to complaint ID [redacted], and have determined that this “proposed
action” would not resolve my complaint.  In fact, no proposed action was presented. For your reference, details of the offer I reviewed appear below.
 
·  “Carmax offered to inspect the Vehicle for possible frame damage. [redacted] did bring the vehicle in to be inspected and
it was confirmed that there was no frame damage.”
·  “CarMax declines [redacted] respect
 Again, I purchased a [redacted] ([redacted]) from a CarMax located at [redacted] on 11/9/2013 with 5,747 miles.
The car looked and ran fine at the time of purchase but after a couple of months of driving it developed a loud noise when put into gear. I contacted the Sterling CarMax and was told that it was still under warranty and that I should take it to [redacted] that is nearby.
After [redacted] evaluated the car they determined that the damage was not covered by the warranty because it had been damaged from driving. I contacted my insurance company and filed a claim to get the repairs done ($500 deductible + $3,400).
This did not correct the problem so I returned the car to [redacted] to make good on the repairs they had made. While the car was back at [redacted] I contacted [redacted] because I suspected that [redacted] was charging for repairs that were not needed. [redacted] came back with an estimate for another $5,162.20 in additional repairs needed.
I returned the car back to the Sterling CarMax for evaluation only to be told that the car passed all inspection and there was nothing wrong with the car and any damage occurred after the purchase of the car.
[redacted] refused to pay for any additional repairs. The [redacted] adjuster and [redacted]
[redacted] service department verified that additional repairs are needed. They also determined that the car had been in an accident on 5/5/2013 (police report # [redacted]) and repaired near Allentown, PA soon after the accident. This information was from a [redacted] filed in February 2014 three months after I bought the car. [redacted] claims that the parts used did not have the correct identification numbers on them calling the parts “substandard repairs”.
I was advised to contact CarMax corporate and explain that I was sold a car that is in need of $9072.61 of repair due to an accident that happened before I bought the car and never disclosed to me at the time of sale. 
I will accept reimbursement for all repairs needed or a credit of the sales price of the car toward another car from CarMax.
I look forward to resolution of this problem!
 Regards,
[redacted]
Attached:
[redacted]- original estimate ([redacted] supported estimate)
[redacted]- estimate to fix continued problem (including [redacted] Unrelated Prior Damage Page [redacted] )
[redacted]- pictures taken by [redacted] representative to support need for additional repair (CarMax again feels there is nothing wrong)
Payments made for repairs to date

April 13, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms. [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:Thank you for forwarding...

the complaint dated March 31, 2015 regarding the Vehicle purchased from the CarMax store located in Ontario, California on or about March 29, 2014.  Ms. [redacted] requested in the desired settlement for CarMax to take full possession of the Vehicle and pay off the remaining balance of her loan.  Additionally, Ms. [redacted] requested that CarMax refund her down payment, any payments made towards her loan, and reimburse her any costs associated with the repair of the Vehicle.Ms. [redacted] took the Vehicle to a [redacted] dealership to have it appraised, and was advised that there was a mileage discrepancy according to the CarFax report.Ms. [redacted] brought the Vehicle to CarMax on or about March 21, 2015 to inquire about the mileage discrepancy concern.  CarMax inspected the Vehicle and was not able to identify any reason for the mileage discrepancy on the CarFax report.  CarMax also reviewed a corresponding AutoCheck report for the same Vehicle and that report did not indicate this discrepancy.  In the interest of customer service, however, CarMax is willing to take full return of the Vehicle, pay off the remainder of her loan and refund any monies Ms. [redacted] paid toward the purchase and repair of the Vehicle.CarMax encourages Ms. [redacted] to contact the Business Office to return the Vehicle and to pursue reimbursement for any amount owed to her.CarMax apologizes for any inconvenience Ms. [redacted] may have experienced and 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