CarMax , Inc.

[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]

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

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]

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]

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

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]

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.

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]

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

9">                                     ...⇄ February 23, 2015
 
Via Electronic Mail
 
[redacted] Operations Team Leader
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
 
Re: [redacted]
 
Dear Ms. [redacted]:
 
I am writing in response to your letter which forwarded the complaint of Chasen [redacted]. On December 8, 2013, Mr. [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of [redacted], CA.  In his complaint, Mr. [redacted] is requesting that CarMax pay off the remaining amount of the financing and return his down payment.
 
On or about February 12, 2015, CarMax contacted Mr. [redacted] and spoke to him about his repair concerns.  Mr. [redacted] agreed to email CarMax his receipts for management to review.  CarMax reviewed Mr. [redacted]’s receipts and most of the repairs were covered under his Extended Service Policy or maintenance items.
 
If Mr. [redacted] wishes to pursue selling the Vehicle, CarMax would be happy to appraise it and make an offer.  CarMax declines to any additional reflief.
 
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at (800)519-1511, ext [redacted]
                                   
 
 
Sincerely,
[redacted]
Customer Relations Analyst

December 30, 2014
Roman"> 
[redacted]
Revdex.com
[redacted]
 
RE:  Amrit Singh
        [redacted] VIN [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] (“CarMax”) on 12/05/2014. [redacted] is requesting that CarMax pay to have the Vehicle repaired by[redacted].
 
CarMax appreciates the opportunity to respond. CarMax took the Vehicle to the [redacted] dealer and the concerns have been taken care of.  We consider the complaint resolved. Please call me at ([redacted], extension[redacted], if you have any questions.
 
 
Sincerely,
 
[redacted]
CarMax 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

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 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.They clearly thought we were making a "new" car deal to their benifit and made no effort to adjust price of the [redacted] vehicle, warrenty, and interest rate.  In the end was going to cost us several thousand dollars out of our pocket to "repurchase" the vehcile that they had represented in writting the first time in 7/13. We rejected this offer on 3/20/15 and were told legal would call us 3/23/15. We did not hear from them. And now have followed-up with them on 3/24/15. And still waiting for the reimbursement of the AWD  option we paid for in 7/13. At this point, we have been requesting a refund and to finish our business with them now and in the future. 
Regards,
[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 3rd, 2014
name="OLE_LINK4">
[redacted]
Revdex.com
[redacted]
[redacted]
RE: [redacted]
[redacted] VIN: [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 [redacted] (“CarMax”) on June 20th, 2013.  In his complaint, [redacted] shares that the paint on the passenger side fender is starting to chip.  [redacted] does not feel the paint should be chipping in such a short time of ownership and requests that CarMax repair the Vehicle at no cost to him.
 
Research shows that the CarMax Management Team was unaware of any attempt to contact them and unaware of [redacted] concerns prior to receipt of this complaint.  CarMax invites [redacted] to contact the Service Manager ([redacted]) and schedule a service appointment to review the paint concerns to determine what options are available for repair.
Thank you for providing CarMax an opportunity to respond.
Sincerely,
[redacted]
[redacted], CarMax

September 24, 2016
 
[redacted],
Operations...

Supervisor                               
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: Ms. [redacted]
Complaint ID: [redacted]
2014 [redacted] (the
“Vehicle”), VIN: [redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated September 8, 2016 regarding
the Vehicle purchased from the CarMax store located in Norcross, Georgia (“CarMax”)
on or about September 12, 2016.
 
In the complaint, Ms. [redacted] describes concerns with the transfer
of the Vehicle, financing requirements, and the appraisal for her 2007 Saturn
Ion. She requests that CarMax offer an extension for the duration of time that
her written appraisal offer of $1,200 is valid for. She also asks that CarMax
apply her $249.00 transfer fee towards a down payment on the Vehicle.
 
Written appraisal offers are valid for 7 days at any CarMax
location. CarMax’s records indicate that Ms. [redacted] visited to have her
[redacted] appraisal on or about August 29, 2016, while awaiting the transfer
of the Vehicle. Ms. [redacted] received a second written offer from CarMax of
$1,200 on or about September 12, 2016. Ms. [redacted] elected to sell her Saturn
Ion to CarMax and also moved forward to purchase the Vehicle from CarMax during
this second visit.
 
The $249 fee that Ms. [redacted] paid to transfer the Vehicle is non-refundable
and helps cover the cost of moving the Vehicle from one location to another. It
was expressed to Ms. [redacted] both before transferring the Vehicle and at the
time of sale that this amount would not be applied to her purchase as a down
payment.
 
 
CarMax appreciates the opportunity to respond to this complaint
and considers the matter closed.
 
Please contact me at (800)519-1511, extension [redacted],
with any questions you may have.
 
Sincerely,
 
Kristina S[redacted]
Analyst, Executive Response Team

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

March 22, 2016
[redacted],
Operations...

Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Mr. [redacted]
Complaint ID: [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated March 16, 2016 regarding
the Vehicle purchased from the CarMax store located in Fairfield, California (“CarMax”)
on or about December 22, 2014.
In his complaint, Mr. [redacted] describes a history concern with the
Vehicle, and requests that CarMax offer him $3,000 for potential future value
depreciation.
CarMax provides a free AutoCheck Vehicle History Report with every
purchase, which is also available on our website for every vehicle in our
inventory. If the AutoCheck vehicle history report indicates any accident
history on the vehicle, our process includes sharing that information with the
customer prior to the final point of sale. We train our sales consultants to
share that while AutoCheck is a helpful resource, not every accident may be
reported in an AutoCheck report and CarMax does not guarantee an accident-free
vehicle. Additionally, CarMax does not control whether or not accidents are
reported to vehicle history reporting agencies, or when those accidents may
appear on vehicle history reports. Carmax does guarantee a vehicle that’s free
of frame or flood damage.
CarMax’s records indicate that Mr. [redacted] was previously in
communication with both management at the Fairfield location and members of the
Customer Relations department regarding his concerns. Mr. [redacted] connected with
the sales department regarding an accident on the AutoCheck Vehicle History
report, which was confirmed as appearing on the report after the date of sale.
CarMax completed an appraisal on the Vehicle on or about October 26, 2015, and
offered an additional $3,000 more than the Vehicle’s appraised value as a
gesture of goodwill for Mr. [redacted]. As with all of CarMax’s written offers,
this appraisal was valid for seven days.
Notes indicate that Mr. [redacted] also presented concerns with
brakes, a fog light cover, and a bumper on the Vehicle around the time of his
appraisal. Service records state that CarMax also assisted by covering the diagnostic
fee for the concerns as an additional gesture of goodwill for Mr. [redacted].
CarMax will not be participating in issuing $3,000 to Mr. [redacted].
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

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]